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Last modified by Christine Sklareski on 2025/03/03 15:59
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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="159" width="443"]]
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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" data-xwiki-image-style-border="true" height="363" width="434"]]
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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="269" width="431"]]
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126 == Facilities Ticket ==
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129 To submit a **Facilities** ticket, select a category and then sub-category describing the issue or search in the provided field.  Choose **Other** **Requests** if the categories don’t apply.
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136 [[Figure 5. Select an IncidentIQ Facilities sub-category or search in the search box.>>image:Facilities-category.png||alt="Software Update screen prompting a password" data-xwiki-image-style-alignment="end" data-xwiki-image-style-border="true" height="227" width="430"]]
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151 Describe the issue and any troubleshooting steps that you’ve taken in the field provided as shown in Figure 6. Next, add a location, enter additional users and attach files, if needed.
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153 Once the ticket is submitted, an alert will appear at the top of the screen showing that the ticket was successfully submitted and an email notification will be sent to the district email account(s) associated with the ticket.
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163 [[Figure 6. Describe the issue and enter required information before submitting the ticket.>>image:FAcilities-tix.png||alt="Fill in fields to submit a Facilities ticket." data-xwiki-image-style-alignment="end" data-xwiki-image-style-border="true" height="357" width="431"]]
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174 == Event Reservations ==
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177 Enter the following information needed to reserve a room in EASD as shown in Figure 7:
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179 * Enter **Event Title** (required)
180 * Enter **Event Type** (required)
181 * **Other Event Details** (optional fields): Number of Attendees, Setup and Breakdown Time
182 * Enter **Start Date/Time** and **End Date/Time**
183 * Click **Continue**
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190 [[Figure 7. Enter information as required to reserve a space in EASD.>>image:Event_reservation.png||alt="Event Reservation screenshot" data-xwiki-image-style-alignment="end" data-xwiki-image-style-border="true" height="316" width="425"]]
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205 As shown in figure 8, click **Location** and select your building if the room in your building doesn’t display.
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207 Scroll through rooms in the building or use the **search field** to quickly find a specific room.
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209 **Click on the room** that you want to reserve and the selected room will appear at the bottom.
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211 Click **Continue**.
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218 [[Figure 8. Through the room reservation form, click the location and select your building and room.>>image:Choose-Room.png||alt="Select a location and room" data-xwiki-image-style-alignment="end" data-xwiki-image-style-border="true" height="255" width="428"]]
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233 **If you previously selected a date/time**: confirm the date/time on the calendar.
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235 **If you did not select a date/time on the previous screen**: The calendar for that room will appear starting at the current date. Arrow through to find available dates. Click directly on the calendar to select a time.
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237 Click **Continue**.
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239 {{info}}
240 **Editing the time:** Click and drag the event to start at a different time (in 5 minute increments) or drag the top and/or bottom edge of the box to extend the time earlier or later.
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251 [[Figure 9. Select a date and time and click Continue.>>image:Select-Time.png||alt="Select a date and time" data-xwiki-image-style-alignment="end" data-xwiki-image-style-border="true" height="267" width="429"]]
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265 * Add a **Description**
266 * Add **Attachments** (such as images showing room layouts)
267 * **Additional Details request** (as shown in Figure 10): Select any Technology services from the drop-down menu. Describe Facilities/Custodial services needed and whether Door Access will be required.
268 * Ignore organization information.
269 * Scroll down to click **Submit**
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271 {{info}}
272 * Once your room reservation has been submitted, the date/time and room are placed on hold. An Event admin will review the request and approve it.
273 * An approved event notifies Technology and Facilities of the event.
274 * You will find your event request on your iiQ Dashboard, under **My Events**.
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284 [[Figure 10. Describe the event and request technology and/or facilities support.>>image:Describe_Event_Request_AdditionalServices.png||alt="Describe event and request tech or facilities services." data-xwiki-image-style-alignment="end" data-xwiki-image-style-border="true" height="306" width="427"]]
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299 Below is a sample of the email notification that is sent when a room reservation ticket is submitted. Note that the sender is **EASD Help Desk** and the email address includes “**etownschools.incidentiq.com**”.
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301 Click **View ticket details** to open IncidentIQ or reply through the email to add a note to the ticket.
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311 [[Figure 11. Email notification comes from EASD Help Desk.>>image:Event-EmailNotification.png||alt="Screenshot of the room reservation email notification." data-xwiki-image-style-alignment="end" data-xwiki-image-style-border="true" height="298" width="428"]]
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