Guide Overview

The following article is designed to give administrators and agents with the correct permissions a detailed overview on how to manage:

  • Creating requests type and request categories
  • Managing the visibility based on roles
  • Setting the default resolution actions based on the request type

Guide Index

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.

Managing Request and Request Categories

Incident IQ comes with a number of default request categories and requests for Human Resources. On the left side bar click Administration and Requests. 

These may not fit your particular district's needs. You can control what requests are active or inactive in your system by checking or unchecking the box to the left of each request. 

  • Checked box indicates active. 
  • Unchecked box indicated inactive.

To deactivate the entire request category, uncheck all the requests under that request category. Users will no longer see this option available for ticket submission. 

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Also, you can add requests to any request category. Locate the search bar below each request category section. Search for the desired request from a defaulted list.

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Creating Custom Requests Type

You can create and add new requests that do not currently exist in Incident IQ to your request categories. Locate the search bar under each request category section. Click the down arrow to the right of the Add button and select New Request Type.

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In the pop-up window, enter the name of your new request and select Save. The new request will appear in the list of requests underneath the selected request category.

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Creating Custom Request Categories

To create a new request category navigate to the end of the request category list. Here is the section called Create New Request Category. Enter in the name of the new request category and click the Add Category button to the right. 

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Next, you will need to search for the requests you want to make available for this request category. Search and add any global requests using the drop-down menu and clicking on the Add button.

Your selected request will now appear as an activate option. Additionally, you can search and add as many requests as needed under any given request category.

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Editing/Deleting Custom Created Request

You can easily edit or delete any locally created request by selecting the Edit button located on the right side of the request. A pop-up window will appear where you can edit the request name or delete the request.

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Editing/Deleting Custom Created Request Categories

You can easily edit or delete any custom created request category by first hovering over the category title. The text will change to blue and a pencil icon will appear to the right. Click on the request category title to continue. A pop-up window will appear, you can edit the request category name or delete it. mceclip6.png

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Managing Resolution Actions 

Resolution actions are the actions that administrators or agents will take to complete tickets. These actions will be associated with the request type for each ticket. The actions that you select will appear within the ticket to make the process for solving a ticket fast and simple. 

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You can control whether you want your agents working a ticket to be required to add a resolution action.This is managed in Site Options

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You can edit the resolution actions for each request type. To the right of the request type click Resolution Actions button. Here is where you will edit which actions will be associated with that request type. 

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Use the checkbox to the right of each action to determine if this action will be associated with that request type. Click the Save button.

Need to create a resolution action that is not currently in Incident IQ? Click on Create New Action at the top right, inside the pop up window for resolution actions. Next, enter in the resolution action you want to add. Click on the Save button. 

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