System Rules That Affect All Tickets

Incident IQ has several automation rules that we have put in place to ensure efficient ticket handling and communication. These rules apply to all staff working tickets and help streamline escalations, follow-ups, and ticket closures.

1. Auto-Assignment of Device/Hardware Tickets

• When a user at a campus submits a Devices/Hardware ticket, the system automatically assigns it to the appropriate campus technician based on the ticket location.

• This ensures the correct technician sees the ticket immediately without needing manual triage.

2. Escalation to District Network Tech

When a Campus Tech (must be on the Campus Tech Team) escalates a Devices/Hardware ticket:

• The ticket status must be manually changed to: Escalated to District Network Tech

• The system will then:

  • Add a comment (visible to requestor):

    "This ticket has been escalated by the campus technician to the district network tech for further investigation and resolution."

  • Send an email to the assigned district agent with escalation details

  • Unassign the campus tech from the ticket

3. Follow-Up Reminders for Unresponsive Requestors

If a ticket is in Waiting on Requestor for 3 days:

• The system emails the requestor and on-behalf-of user (if present):

  Reminder: If you do not reply, this ticket will automatically close in 5 days.

• The ticket status updates to: Follow-Up Sent – Closes in 5 days

After 5 more days with no reply:

• The system:

  • Closes the ticket with status: Closed – Due to No Reply

  • Sends a final email to the requestor (and on-behalf-of, if applicable)

  • Adds an internal comment (not visible to the requestor):

    "Ticket Closed after 5 days waiting on a reply from the requestor. This ticket can be reopened within 7 days ONLY if the issue the user is reporting is the same issue. A new issue requires a new ticket."

4. Automatic Reopening on New Comment

If the requestor replies (via email or comment) after the follow-up status is set or the ticket was closed due to no reply:

• The ticket status changes to: Reopened

• An internal comment is added:

  "Ticket automatically reopened due to new comment"

5. Handling Replies with a Different Issue

If the requestor replies with a new or unrelated issue, staff should:

1. Go to the ticket’s Info section

2. Add the tag: Different Issue

The system will then:

• Set the status to: Completed

• Add an internal comment:

  "Ticket closed due to being marked as a different issue. Requestor has been notified to submit a new ticket if needed."

• Send an email to the requestor and on-behalf-of person (if present) explaining:

  This ticket has been closed because a different issue was reported. Please submit a new ticket if you still need assistance.