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Version 4.1 by Christine Sklareski on 2025/03/03 15:00
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5 = Accessing Incident IQ =
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9 Open a new tab and type** support.etownschools.org**
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11 in the address bar and press **Return** on the keyboard.
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14 Click** Login with Google.** Click on your district email address if it shows, or type it in and enter your password if you’re not already signed into your district Google account.
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21 {{box title="**Contents**"}}
22 {{toc/}}
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33 = Start a New Ticket =
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36 **Start a new ticket in 3 places**; in either of the **blue New Ticket links** or, for computer support, by clicking one of **your saved assets** in Quick Tickets section. An asset is any device that is assigned to you (computer, interactive board/panel, copier/printer).
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43 [[Figure 1. Press the blue button labeled "New Ticket" to open a ticket.>>image:NewTicket.png||alt="IncidentIQ New Ticket locations" height="395" width="749"]]
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54 = Select a Category =
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58 Select what the ticket is about. For example:
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60 * **Devices/Hardware** if the ticket is about a computer, copier/printer or desk phone.
61 * **Facilities** if this is a work order
62 * **Event Reservations** to reserve a room/space in the district
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69 [[Figure 2. Select a category in IncidentIQ. The ticket will then be assigned to the appropriate department and technician.>>image:Ticket-Category2.png||alt="Select a category in IncidentIQ" data-xwiki-image-style-alignment="end" data-xwiki-image-style-border="true" height="119" width="333"]]
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80 == Technology Tickets ==
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84 To begin a Technology ticket for a computer issue, enter the asset tag number, select a favorite asset OR select from all device categories to begin the ticket. There will then be a number of screens to refine your ticket down to the closest issue.
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87 You will then describe the issue and any troubleshooting steps that you’ve taken in the field provided. Next, add a location, indicate whether private student info is attached, enter additional users and attach files.
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94 [[Figure 3. Choose a device or sub-category.>>image:Select_Asset.png||alt="Select Issue Screen in IncidentIQ" data-xwiki-image-style-alignment="end" height="257" width="310"]]
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108 You will then describe the issue and any troubleshooting steps that you’ve taken in the field provided. Next, add a location, indicate whether private student info is attached, enter additional users and attach files.
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115 [[Figure 4. Describe the issue and troubleshooting steps before submitting the ticket. >>image:Describe_issue.png||alt="Screenshot showing where to describe issue, add users and submit ticket." data-xwiki-image-style-alignment="end" data-xwiki-image-style-border="true" height="209" width="334"]]
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126 = Section 3 =
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129 Content 3
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136 [[Figure 2. >>image:U_P_Screen.png||alt="Software Update screen prompting a password" data-xwiki-image-style-alignment="end" height="257" width="310"]]
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147 = Section 3 =
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150 Content 3
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157 [[Figure 2. >>image:U_P_Screen.png||alt="Software Update screen prompting a password" data-xwiki-image-style-alignment="end" height="257" width="310"]]
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