The following guide is designed to give users of the mobile app a general overview of the following topics:
- A general overview of the process of working a ticket from start to finish
- Adding ticket comments
- Viewing the ticket timeline
- Accessing knowledge base articles
- Using additional ticket options
You can use the following links below to quickly navigate to a specific section in this document. To quickly return to this index simply use the Return to Index link located at the end of any section.
- Essentials of Working a Ticket in iiQ Mobile
- Ticket Timeline
- Ticket Knowledge Base Articles
- Additional Ticket Options
Essentials of Working a Ticket in iiQ Mobile
The following subsections are designed to give agents and administrators a general overview on what goes into working a standard ticket in Incident IQ Mobile. This process is broken down into the following key elements: starting a ticket, confirming a ticket's issue, adding resolution actions, adding ticket comments, and finally resolving the ticket.
Starting a Ticket
To begin working any ticket, begin by navigating to the Progress section located near the top of the ticket page.
In the progress section, select the Start Ticket button located near the top of the page.
Once you've started, the Ticket Progress section will appear. This is where your work documentation will be entered. Additionally, the system will automatically assign you as the ticket's agent and change the ticket status to In Progress.
Confirming/Changing a Ticket's Issue
The next step in working a ticket involves either confirming the stated issue or, after investigating, changing the issue to the correct one. Begin by tapping on Confirm Issue.
This will open a menu at the bottom of the ticket screen. If the issue with the asset matches the reported problem, select Issue is Correct. Alternatively, if the problem with the asset differs from the problem on the ticket, you can change this by tapping on Change Issue.
Tip: If you run into a situation where you cannot confirm the stated issue and cannot find a problem at all, try making an in ticket comment requesting more information from the Requestor. Alternatively, you can also mark the ticket as resolved with no issue found.
Adding Resolution Actions
Resolution actions give you the ability to document every action you've performed in the course of working on a ticket, as well as the time spent on each activity individually. To add a new resolution action, simply click Add Action and select the correct resolution action.
You'll now be presented with a list of suggested actions. You can choose to add one of these or use the search bar to pull up a complete list of resolution actions to select from.
Once you select the action to add, you'll be required to apply the time taken to complete the task. You'll also have the option of selecting whether the original requestor can view the action that was taken, as well as the option of entering additional commentary. Once complete, select Save.
Sometimes you'll need to attach commentary or make requests for further information from requestors on tickets. To do so, begin by clicking on the Add Comment button in the Ticket Progress section.
From here you can add a comment, as well as attach a corresponding image file or take a picture if necessary. You can also make the comment visible to the Requestor by selecting Comment visible to requestor before posting. Additionally, when making a ticket visible to the requestor you can also select Change status to waiting on requestor to automatically update the ticket status when adding your comment.
Resolving a Ticket
Once you have completed working on a ticket, you can resolve it by clicking on the Resolve Ticket button. Please note that you must confirm a ticket issue and add a resolution action in order to resolve a ticket in iiQ Mobile.
You can view any changes made to a ticket by selecting Timeline at the top of a ticket screen. This includes changes to assigned agent and teams, issues, actions that have been taken, as well as the date and time each change was made.
Ticket Knowledge Base Articles
Sometimes an issue is common enough that school districts to create knowledge base articles to assist requestors, agents, and administrators in resolving the issue. You can view any knowledge base solution that may be availabe for your ticket by selecting KB near the top of the ticket.
Additional Ticket Options
At times you may need to take additional types of action on a ticket. This could be because you need to assign it to another agent or add a team. Perhaps you need to change the ticket's sensitivity or urgency. You can accomplish these through the additional ticket options menu. To access this feature, select the Gear icon near the top of the ticket screen.
This will open a menu at the bottom of the screen with additional ticket options that are available to you. Please note that these options may vary and are dependent upon your individual user permissions set forth by your school system.