Resolution Actions

The Resolution Actions section in Incident IQ is where you document the work you’ve done to resolve a ticket. This helps track your efforts, time spent, and ensures clear communication across the tech team.

Adding Resolution Actions

1. In the Ticket Progress section, click Add Actions

2. A list of suggested actions will appear

3. You can either:

   • Choose a suggested action

   • Use the search bar to find a more specific one

   • Use the Other option if none apply, and add notes for clarity

4. Enter the time spent on the action

5. Optionally add notes for additional context

6. Click Save

⏱️ Time entries are not visible to the requestor.

Editing Resolution Actions

To make changes to a previously logged action:

1. Click on the action link within the Ticket Progress section

2. Update the selected action and/or the time spent

3. Save your changes

Best Practices

• Use specific action labels whenever possible for reporting accuracy

• Add notes if the action needs context for other agents

• Log each major step separately for better visibility and audit trails