Best Practices - Rules, custom fields?

@DWallis 434c1d brooklyn Great questions! I would love to hear from our other community members on their best practices. 

You can find a lot of good examples, tips and tricks in our discussion forum within the community. 

https://community.incidentiq.com/discussions-tips-and-tricks-70

Since there are only 2 of you, I would highly recommend setting up easy ways to track your more important issues or more time critical issues. You can create an endless amount of “Tags” and have the rules engine automatically tag a ticket as it is created with a specific tag. Having a Tag also gives you the ability to create Custom Views (Think of Custom Views as a live Report in IIQ) for those specific tags for easy access/visibility to the people who want metrics from you down the line.

Custom fields are super helpful, but can get cluttered if you have no organization for them, a helpful thing I did for our district was set up little 2 letter pneumonic labels for different departments fields so I can quickly find them as the list of custom fields grows. For example, all our fields that have HR information start with “HR -”, so Custom Views and organizing them is much easier. You may run into a situation where you want an employee’s name from one type of ticket, but a different “Custom field” of the same name for a different type, so that your custom views are not cluttered with 2 separate issues, adding a prefix can help with that too.

Since there are only 2 of you, I would suggest making a Team with both of you in it, then create a rule under “On Created” that assigns all incoming tickets to the Team you create, so there is no chance that any tickets skip you both and end up unassigned. You will need to add in the rule to “assign to most available team member” or it will just add visibility on your side navigation under the Team button, but not actually assign to either of you.

Feel free to ask me any specific questions you may come across, I try to help everyone out on here as best I can.

I agree with @TAnders about creating the team. That is helpful.  We have a few custom fields we have used for the assets-MAC Address is one, IMEI number is another.  We find that those are useful bits of information when dealing with iPads, computers, or other things on our network like printers or docking stations.  We also added a custom field for our funding and warranty information shown below.  We did add custom fields to the User section as well to indicate if we issued a staff member a Yubikey (security key) and the date, but I find that one to be inconsistently used.  You are only a group of 2 so custom fields might not be too bad as long as you both use them diligently.  Our issue here is we have too many people and not all are consistent with their process so the information is not always accurate.  

For Rules we have a lot.  We have rules setup where if a ticket comes in specifically for a certain software or a specific issue, it automatically is assigned to a specific tech.  Again for 2 of you not sure if you divvy up your roles that much, but here we have certain people who are specialists in certain things so tickets always go to them first.  For example, I’m in charge of our Adobe Admin Console, so any ticket that comes in relating to Adobe goes to me first.

We also use rules to assign our SLA. And then setup many rules that ties into our SIS system (Skyward) where if a new student is enrolled or withdrawn a ticket is automatically generated in IIQ so we know to create, change or disable an account.

Good luck!  There are many great features in IIQ.  I would highly recommend watching all of the tutorials and training videos they offer.  It’s a great source of information-even if you feel you already know the system well, I promise there will be something you learn.