Incident IQ is the Baldwin County School System's one-stop Digital Technology Support solution. The system works through a ticketing system that allows you to quickly alert IT staff to any technology issues you may have. You can access Incident IQ by logging in with your Baldwin Google account or you can find Incident IQ on your ClassLink launchpad.
Quick Reference Guides
Submitting a Ticket in IQ:
Other Tickets
Tracking Tickets and Commenting
How to Submit Tickets for:
FAQs
Can I add multiple devices to one ticket?
Incident IQ only supports attaching one device to each ticket. You will need to create a new ticket for every device you wish to submit a new work order for.
What is the difference between hardware, software and network?
Hardware: tools, machinery, and other durable equipment; This will be used when something is physically wrong with a piece of technology (i.e. broken screen, cracked case, water damage, etc.).
Software: the programs and other operating information used by a computer; This will be used when a problem arises with an application (i.e. Infinite Campus, Google Drive, Emails, ClassLink, etc.).
Network: a number of interconnected computers, machines, or operations; This will be used when a network issue occurs (i.e. network is slow, a computer will not connect to the local network, etc.).
How do I select favorite assets?
You can select favorite assets from the Favorites / Linked Assets page of your Incident IQ account. To add a new favorite select the Add Favorite icon near the top right of the page.
One of the easiest ways to find generic assets, such as software, is to simply type the name of the asset into the search bar. When you've found the asset in question, scroll to the top right corner of the asset and click on the star icon.
If you are looking for more specific assets. Using the Search drop-down menu to the right of the search bar, you can lookup devices based on the asset tag.
How do I adjust my notifications?
From the dashboard, click the drop down arrow in the top right corner next to your name. Select Options, then navigate over to the Notifications tab. This will allow you to toggle which email notifications you receive.
How do I add a comment to a ticket?
Comments can be directly added to a ticket by typing in the Timeline at the bottom-right corner of all ticket pages. From here you can message the assigned agent and attach image files by dragging and dropping into the comment field. Screenshots are often helpful for agents to help diagnose problems.
How do I attach a file/picture to a ticket?
Once you finish selecting your specific issue you have the option to attach an image along with it. To attach a file or picture, simply drag and drop the file, from the destination you have it saved in, into the Attach File Section. The file should display as attached. Click the red trash can icon to delete an attached file.
Can I respond to comments via email?
Yes, simply respond above the designated line as if your were replying to the email and then send it. This will enter your comment directly into the ticket timeline feed within Incident IQ.