Campus Guidance - Submit a Ticket for Service

Purpose: To show how to access and submit a Technology work order via the new Technology Work Order System, IncidentIQ.

📢 Policy Reminder: Required Information for IIQ Support Tickets

To ensure we can process hardware repairs and replacements as quickly as possible, this is a reminder that all Incident IQ (IIQ) tickets must include detailed descriptions of the issue. Lately, we have received a high volume of tickets containing nothing more than the category selection (e.g., iPad > Cracked Screen) with zero context. Moving forward, we will be strictly enforcing documentation requirements.

📋 What is Required in Every Ticket?

When submitting a ticket for damaged hardware, you must include the following details in the description:

• What happened: A brief explanation of the incident (e.g., dropped on the sidewalk, stepped on in a backpack).

• When it happened: The date or approximate timeframe of the incident.

• Relevant details: Any other helpful context (e.g., "The student reported it happened at home," or "Device was found damaged in the classroom").

⚠️ Consequences of Incomplete Tickets

If a ticket is submitted without this crucial information, the following policy will default into effect:

1. Automatic Invoicing: The ticket will be put on hold, and we will automatically issue an invoice to the student or the campus for the repair/replacement costs.

2. No Device Deployment: The replacement device will not be provided or deployed until the invoice has been paid in full.

Why are we doing this? Detailed tracking is required for insurance purposes, inventory auditing, and identifying recurring damage trends. Skipping the details delays the process for everyone.

Please take an extra 60 seconds when logging incidents to ensure all details are filled out so we can get your students back up and running quickly!

When done click Submit

Special Notes:

• Technology Service Level Agreement (SLA) is 3-days for technicians to make remarks on your ticket or have it resolved to the best of our ability. Please keep updated with any "request for response" on your ticket if needed. If no response is given, the ticket will be automatically closed after 7 days.   

• During peak times, SLA may get extended to meet the needs of the district.