Ruthven-Ayrshire Community School

Submitting a ticket through Incident IQ’s Ticket Wizard is designed to be as quick and easy as possible while at the same time providing technicians with the necessary information to address your problem promptly.

You can create a new ticket for any device from the Incident IQ dashboard by clicking the New Ticket button. For Requestor's, this will always be located at the top of the left-side navigation or in the “My Recent Tickets” section of your dashboard.

You will now be asked what your ticket is about. This section can be broken down into categories such as:

• Devices/Hardware: Used when something is physically wrong with a piece of technology (i.e., broken screen, cracked case, water damage, etc.)

• Software/Online Systems: Used when a problem arises with an application (i.e., Microsoft Office, Google Drive, Emails, etc.)

• Network/Wi-Fi: Used when a network issue occurs (i.e., the network is slow, a computer will not connect to the local network, etc.)

• Facilities (Facilities module only): Used for anything related to building maintenance, grounds keeping, and non-IT equipment (i.e., light bulbs, tools, cleaning equipment)

Select the category that best fits the problem you are experiencing at this time. Please note that your district could have more Ticket types than the example shown here.

Important Note:  Be aware that Incident IQ will automatically update the ticket location to match the stored location of the device/asset in question. Please ensure that your ticket location data is correct before continuing with the submission process.

You will now be asked to refine your ticket submission further. This includes identifying specific hardware or online systems/software where necessary.

You will now be asked to choose the problem category that best matches the issue you are experiencing. Choose an issue from the displayed list or choose Issue not Listed if your specific problem is not listed.

You can also use the search bar to narrow down the listed problem selections quickly.

After you have identified your ticket’s general issue, you will be able to describe your problem in greater detail. If you have additional information to share, use the dialog box to describe your issue further. You will also be asked to identify the ticket’s urgency and whether it contains sensitive student information (e.g., student personally identifiable information or PII).

Your district may also include additional entry fields not shown below (such as location details.) If that is the case, you must ensure that any field marked by a red asterisk is filled out as these have been marked as required fields.

After filling in and reviewing all your ticket information, select Submit Ticket.

The ticket will be generated in the system, and your page will redirect to the Ticket Details page. You will also receive a confirmation email that your ticket has been submitted.