Workflow (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. Automatic Assignment of Tickets at Campus Level

• When anyone at a campus submits a ticket, it is automatically assigned to the Campus Technology Contact for that campus.

• This ensures most tickets start with the campus tech team handling first-level support.

2. Automatic Escalation for Tickets submitted by Campus Technology Contact

• If the Campus Technology Contact for that campus submits a ticket, it will automatically escalate to the district network technician assigned to that campus.

• No additional action is needed for this automatic escalation.

3. Escalation to Assigned District Network Tech

• Any user with the level of access to change statuses in a ticket in the district can escalate a ticket by changing the status to:
  “Escalated to District Network Tech.”

• When this status is applied:

  • The ticket automatically routes to the assigned district network technician for the campus in question.

  • A comment is added for the requestor:
    “This ticket has been escalated to the district network technician for further investigation and resolution.”

  • The campus technology contact (if assigned) is unassigned 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.