Incident IQ

Starting on September 1st, 2020 Montclair Public Schools will be using Incident IQ for ticketing, asset management, and knowledge base.  According to their website, "Incident IQ is the support platform that is transforming K-12 workflows for school districts nationwide".   Deploying Incident IQ will allow our district to take advantage of the following features.

  • Integrates with Genesis allowing
    • Staff to perform device check-ins.
    • Teachers to create tickets on behalf of their students who are having a technical issue.
  • Knowledge base will automatically be populated with content for educational apps such as BrainPop, CommonSense Education, ThinkCentral, etc.
  • Single Sign-on with Google to automate account management.
  • Automate inventory process by linking to systems such as Destiny Follet, Google Admin Console and JAMF.
  • Provide students and families with a portal to request technical support.
Staff Signing into Incident IQ
Parent and student ticket creation during Remote Learning

Incident IQ's Remote Portal is for requesting technical support on previously deployed technology.  We ask that all new requests for devices be directed to the student's schoolIf this is a Genesis Parent/Student Access issue please report it by emailing parentaccess@montclair.k12.nj.us.

  • Open a web browser
  • Go to https://montclair.incidentiq.com/guest/WDRMDPF8/mps-remote-support
  • Fill in the First name, Last name, E-mail address, School/location fields
  • Complete the reCAPTCHA verification
  •  Select the issue that is similar to what you are experiencing
  • Provide a description of your issue, please include the full error message that you might be seeing
  • Enter the student name if it is different from the First and Last Name from the first screen
  • Fill in the Students email address, Preferred method of contact, Asset Tag (if you have it), and attach any files such screenshots that can help demonstrate the issue
  • Click on the Submit Ticket button located in the bottom right corner of the web page
Initial Training Model

Incident IQ provides all staff accounts with a training module that will walk you through available common functions.  Staff members will automatically initiate the training the first time they sign in.  The training module can also be accessed at a later time by completing the following steps.

  • Click on the Help button located in the top right corner of the webpage.
  • Click on the Start Training button located in the bottom right corner of the webpage.
Accessing Knowledge Base
  • Sign into Incident IQ
  • Click on the Knowledge Base icon located in the top navigation bar
  • Browse for article related to issue
Creating a Quick Ticket (for issues with devices assigned to you)
  • Sign into Incident IQ
  • Click on the device in the Quick Ticket section located in the top right corner
  • Click on the problem category that best matches the issue
  • Fill out all entry fields with as much descriptive information as possible
    • On this page you will be able to add any screenshots of error messages 
  • Click on the submit 

For more information about submitting tickets and other functions please sign into Incident IQ and visit their Help Center.

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