IIQ Tickets

This video serves as a comprehensive guide for IT technicians on managing the ticket life cycle within the IIQ ticketing system, focusing on three core pillars of professional workflow: 1. Ticket Creation and Ownership (0:42 - 3:17): The process starts by creating a new ticket, ensuring the location is set correctly to the specific school site rather than the default office. You must accurately document the asset (e.g., using serial numbers or manually selecting the model) and categorize the issue (e.g., display damage). A crucial step is setting the correct ticket ownership using the "on behalf of" feature when creating a ticket for a user, which ensures the requester receives necessary updates. 2. Asset Management Workflow (3:19 - 5:35): Proper asset management involves linking physical hardware serial numbers to the digital timeline. Technicians are encouraged to maintain a chronological narrative of their work through detailed comments, including equipment pickup/drop-off locations and documentation of parts used in repairs. These notes act as a safety net for team continuity, ensuring that if a technician is unavailable, others can step in seamlessly. 3. Escalation Guide (5:36 - 7:13): When troubleshooting is exhausted, the CIS admin team serves as the primary point for escalation. The video highlights specialized departments for specific needs, such as the printer team, education apps, TSV Communications for desk phones, and purchasing for orders. System automation handles most routing based on ticket categories, so manual forwarding is generally only required for external departments like safety or transportation. The video concludes by emphasizing that clear, detailed communication is the ultimate test of a successful support workflow, keeping technology running effectively for students and teachers.