Click here to enter Incident IQ

Incident IQ is the help desk system that students can use to submit tickets for problems they are experiencing with their Chromebooks. Please follow the directions below on how to create a ticket. Once a ticket is created, someone from the Information Systems Department will reach out to you as soon as possible. Thank you.

Student Guide

Students: Entering A Ticket For Your Chromebook In IncidentIQ

1. Access IncidentIQ by clicking here and then click Google SSO.

2. Sign in with your @students.milforded.org account

3. Click new ticket at the top of the screen.

4. Click Devices / Hardware.
   

5. Your Chromebook may appear under My Favorites / Assets. If it does, verify it is correct, click it and follow below. If it does not, please see page 2.

6. Select the problem you are having. For instance, let’s say your Chromebook won’t power on. You would select Power, then issues specific to Power will display. In this instance, we will select Won’t power on.

7. A screen will appear asking you to describe the issue in more detail. Does the Chromebook power on only when it’s plugged in? Have you tried any troubleshooting steps such as making sure it’s charged overnight?

8. This screen will also ask for your room #. If it doesn’t appear, you can click the box for My room is not listed and enter the room number under Additional location details.

9. You can specify whether the ticket is urgent or not and attach any files (such as screenshots or pictures) if necessary. Otherwise, click Submit Ticket and your ticket will be sent to the IT Department to resolve.

If you do not see your Chromebook listed under My Favorites / Assets

1. Follow steps 1-4 on page 1.

2. Click Devices / Hardware

3. Enter the asset tag (red sticker) number or the serial number. If you can’t read the serial number, a tip is to hold the ALT key and press the V key while at the login screen of the Chromebook. The serial number will display in the upper-right corner of the Chromebook’s screen. If the red sticker number isn’t found, try typing it with or without the leading 0.
   

4. Click the Chromebook that shows up.

5. Select the problem you are having. For instance, let’s say your Chromebook won’t power on. You would select Power, then issues specific to Power will display. In this instance, we will select Won’t power on.

6. A screen will appear asking you to describe the issue in more detail. Does the Chromebook power on only when it’s plugged in? Have you tried any troubleshooting steps such as making sure it’s charged overnight?

7. This screen will also ask for your room #. If it doesn’t appear, you can click the box for My room is not listed and enter the room number under Additional location details.

8. You can specify whether the ticket is urgent or not and attach any files (such as screenshots or pictures) if necessary. Otherwise, click Submit Ticket and your ticket will be sent to the IT Department to resolve.