This guide explains the workflow for campus staff members to submit support tickets for hardware/devices in Incident IQ. Following this process ensures all campus devices are properly tracked and issues are routed to the right team for quick resolution.
⚠️ Important Notice: No More Generic Tickets Submitting a generic ticket for hardware is no longer an option. All device and hardware support requests must be submitted directly against a specific, tracked asset.
Please follow the steps linked here to claim your room which will allow you to submit the ticket on the asset: How to Claim Your Room in Incident IQ
If after claiming your room you do not see the asset, please follow the steps below.
Note: This process applies strictly to campus-based staff. District departments utilize a separate workflow.
What to Do If an Asset is Missing from your Asset List
Because ticketing is tied directly to physical devices, the asset must be visible in your list to submit a ticket. If a device in your room is missing from your list in Incident IQ:
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Reach out to your campus technology staff member. (If you’re unsure who that is, please reach out to your campus administration).
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Let them know which device is missing so they can add or reassign the asset to your room.
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Once the system is updated, the device will appear in your list and you can proceed with the steps below.
Here are the instructions on how a Campus Technology Staff member would request the item to be added: How to Request Assets to Be Added
Steps to Submit Your Ticket
1. View Your Assets
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From the left-hand menu, click My Assets (or My Classes if you are a teacher using the classroom view).
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This page displays the technology assets assigned to your claimed room.
2. Select the Device
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Locate the piece of equipment experiencing an issue (such as your Cisco phone, PC, laptop, or projector) and click on the asset name to open its details page.
Create a Shortcut by Favoriting Your Assets
Save time when submitting future tickets by marking your most frequently used devices—such as your interactive board, computer, or desk phone—as Favorites. Simply select the ⭐ Star icon next to the device to add it to your favorites.
For step-by-step instructions, see:How to Favorite Your Assets
3. Click Submit Ticket
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On the asset details page, click + Submit Ticket button.
4. Select the Issue Category
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Choose the issue category that most closely matches the problem you are experiencing.
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If no listed option applies, select Issue Not Listed option.
5. Add Details and Submit
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Provide specifics about the issue or the asset’s location in the room.
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Optional: Attach images or files to help the technician diagnose the problem.
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You can also notify other users (team members or supervisor) if needed.
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Complete all required fields marked with a red asterisk (*).
6. Review and Submit
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Verify all information and click Submit Ticket.
If you need assistance with software, applications, or other non-hardware issues, please continue to our next guide: How to Submit a Non-Device/ Non-Asset Ticket
Still have questions? Visit the Additional Help section for further assistance.