Agent/Admin FAQ
This section contains Frequently Asked Questions for agents and administrators.
- I noticed that routing rules allows the use of webhooks. What variables / replacements does Incident support?
- Incident IQ is accessed through a firewall. What IP address(es) do I need to whitelist?
- How do I change a ticket's subject?
- How do I change the urgency of a ticket?
- How do I adjust my notifications?
- How do I customize my dashboard's layout?
- Can I respond to tickets via email?
- What tickets can I access?
- How can I follow a ticket I'm not working?
- How do I mark a ticket as containing sensitive student information?
- How do I attach a file or picture to a ticket?
- How do I unassign/reassign an agent on a ticket?
- How do I add a comment or action to a ticket?
- How do I change a ticket's issue?
- How do I adjust ticket options?
- How do I create and save custom ticket views?
- How do I change a ticket's status?
- How do I confirm or change an asset while working a ticket?
- How do I check in/check out assets to users?
- How do I modify asset information?
- How do I edit location information?
- How do I change what models, device categories, or issues are associated with a knowledge base article?