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Hi Incident IQ Community,

We’re currently rolling out Incident IQ for the full 2025–2026 school year and could really use some advice on handling ticket submission visibility—especially for users without assigned rooms.

Here’s the situation:

  • Some of our campuses have been fully audited, and classroom teachers are claiming their rooms and assets just fine.

  • However, staff in front offices and other non-classroom roles (even on audited campuses) don’t claim rooms, so they don’t have devices tied to their accounts either.

  • On un-audited campuses, no one has assigned assets yet, which makes things even more complicated.

  • We’re actively working to complete audits for all campuses as soon as possible, but in the meantime, this issue is impacting many users.

In both cases, these users go to submit a ticket under Devices & Hardware, and they’re shown the full list of model categories. It’s a long list, and we’re concerned it’s too confusing—especially for users who just want to report something like “My monitor isn’t working.”

We thought about creating a general ticket submission category (with sub-options like “Computer Issue,” “Monitor Issue,” etc.), but that list would likely grow just as long over time.

What we’re hoping for:

  • A way to restrict or filter visible model categories by location/campus, not just by role (staff, faculty, agent, etc.).

  • Suggestions on how others handle ticket workflows for front office staff or other users without claimed rooms—on both audited and un-audited campuses.

  • Any ideas to simplify or streamline the user experience for these cases?

Has anyone found a creative way to manage this kind of setup without overwhelming the end users?

Thanks so much—we’d really appreciate any tips or feedback!

​@EEllison 317dc98 conroeisd This is a great question and there are lots of ways you could achieve this. For me, a Quick Ticket is the way to go! Quick Tickets are a way you can give your users a quick and easy way to submit tickets, but still collect more accurate information for reporting!
You can find more information about Quick Tickets here:

Here’s an example of one way you could do it.

I created a generic ‘Teacher’ model in Devices/Hardware:

Create model for ‘Teacher’


Under Issues, you’ll create the new category and then as many issue types under that category as needed. Click Save. (Don’t forget to uncheck the box for ‘Issue not listed’):

Create Category and Issue Types

 

Next you’ll create the Quick Ticket - Locking the Issue Category in at ‘Submit Request’ level will present them with all the issue types under that Category and you’ll see this in the next step):

Create Quick Ticket

 

It looks like this from a Staff point of view:

Staff Quick Ticket on Dashboard

When they click on the Quick Ticket it looks like this (this is why it matters where you lock the Quick Ticket in):

Quick Ticket Options

 

Once they choose an option, it drops them into the ticket:

Quick Ticket - Submit

Don’t forget you can use custom fields to gather any additional information that might be needed prior to the ticket submission process.
This is just one of the many ways you can streamline the ticket submission process for your end users.

Hope this helps!

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Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

Corporate Headquarters:
750 Glenwood Ave SE, Suite 320
Atlanta, GA 30316