Welcome to the first Incident IQ release of the new year! This update contains a number of enhancements suggested by you, the Incident IQ community. Remember that you can always head over to the Idea Exchange to submit an idea to help us improve Incident IQ, or to discuss and upvote other user submissions.
Share Knowledge Base articles with anyone.
We’ve enhanced our Knowledge Base by adding the option to make articles publicly viewable — no Incident IQ account required.
Post KB links in a click with enhanced Shortcuts functionality.
We’ve also added the ability to quickly share articles via Shortcuts. To find these new shortcuts, navigate to All Shortcuts > KB Articles to see a list of every KB article in your district. Click the appropriate KB article, and the article URL will be pasted as a comment.
Explore asset data with even greater visibility.
We’ve added two new drop-down menus in Assets Explorer that make it easier to break down device data. The Location dropdown in the By Category pane allows users to easily see a breakdown of device counts in different model categories at a specific location. Conversely, the Model Category dropdown in the By Location pane allows users to see how devices in an individual model category are spread out across different locations.
These dropdowns are sticky too — if you navigate away from Assets Explorer, these views will still be saved when you return.
Easily track SLA performance with new filters and columns.
We’ve introduced two new filters in the SLA Filters category: SLA response time and SLA resolution time. These filters enable users to filter tickets by SLA status, select between ongoing or completed SLAs, and quickly highlight troublesome tickets by selecting how many business days an SLA target has been missed. These filters can also be added as columns to custom views.
To access these filters, navigate to Filters > SLA Filters when viewing a list of tickets.
Create role-based custom fields that display for specific users.
Go further with role-based custom fields. If you need to solicit a piece of information from agents submitting tickets, create a custom field that only displays when the requestor is an agent. If you need to solicit information when a specific type of user submits a ticket, role-based custom fields make it simple.
To add role-based conditions to a custom field as an administrator: navigate to Custom Fields, select the custom field under the Tickets/Assets/Users tab, then Add Condition > Role and select the role(s) that the field should appear for.