Working Ticket Status for HAC Issue - Campus Follow-up

This guide provides a step-by-step process for working a ticket with ticket status "HAC Issues - Campus Follow-Up". By following the outlined instructions, users can navigate the ticketing system with ease, ensuring that they address problems quickly and effectively. Viewing this guide will save time and reduce frustration when dealing with HAC-related tickets.

Yaddira Smalls
22 steps
2 minutes

Incidentiq

Incident IQ will display when you log into Incident IQ.

Click **Ticket** from the left navigation menu.

Scroll down and click on **Campus PEIMS Assistance** under Teams.

Pending tickets are listed under the **All Tickets** tab. Click on the ticket you want to start working on.

Click on **Assign To Me**; this will ensure that we keep accurate data on each ticket.

You will now see your name next to **Assigned**.

Before you work on a ticket, you need to click on **Start Ticket**.

Look for the green message box to let you know an action has been performed and saved.

Scroll down to the **Timeline** tab. You’ll see two comments: one that is visible to the requester and another that is visible only to you

Within the comment visible only to you, there are two hyperlinks. Right-click on the desired hyperlink and select **Open link in new tab**. This will launch the corresponding guide to assist you with the process.

Navigate to the newly opened browser tab to view the selected guide.

To return to the ticket, select the browser tab where the ticket is currently open.

After resolving the issue reported in the ticket, select **Comment** and enter a note to inform the requester that the issue has been resolved.

Type your response comment in the available comment box.

Click **Add Comment** to save.

The comment is visible under the **Timeline** tab and viewable to the submitter.

Click **Add action** to enter the action taken to resolve the issue reported.

Click **Other**.

Enter the steps or actions taken to resolve the reported issue in the **Add Notes (required)** field and select the time it took you to resolve the issue.

Click **Save (1 Action)**.

After saving, the action comment and timestamp will appear under **Ticket Progress**.

Select **Resolve Ticket** to close the ticket. The ticket status will be updated and the ticket will be marked as resolved.