Incident IQ
The IT department had an demo today for a new ticketing system for The Mt. Baker school district.
This system integrates a ticketing system with asset management that offers several levels customization. Assets can be assigned to individuals and rooms or organizations. Those assets, such as laptops, can also be linked to other assets such as carts. Carts in turn can have several laptops which can be linked and can make inventory work much easier.
Meta data is saved on each asset as well and contains information such as users, Operating system version, the dates used and to which room it was assigned. In addition, additional files such as images of damage and repair work can be included in the data.
On the user end, a training module is included and a step by step walk-through for every requester. A list of assets assigned to the requester are presented to select. Once selected, common issue buttons can be chosen to narrow down the exact problem. These issues can all be customized, and due to the meta data on each asset, a history of repairs or software problems are made available so an admin can determine if there is a reoccurring problem or if there might be an update that needs to be installed. If a known software issue is selected, a link can be provided with instructions on how to resolve it. Other customization on the user end can be created as well, such as having requests and all actions on tickets to be forwarded to an e-mail.
On the admin/agent side, tickets are assigned by default to the person that started the ticket, but can be attributed or changed for someone else's behalf. Multiple actions can be created in response to tickets and automatic "shortcuts" utilized such as a scripted text response. Customized views can be created to make viewing certain data easier. The left console can be populated with tabs each with a particular format and view displaying the ticket timeline or asset lists.
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