Incidents
One master event (an outage, a recall, a storm) that groups every ticket it causes, so you resolve them all in one shot. Create one here, from the ticket detail, or by multi-selecting tickets in the queue.
Monitor
Who is working what
Oldest waiting tickets
Projects
Shared checklists for jobs bigger than one ticket, like a summer lab reimage. Everyone sees the same list, checks things off, and logs computers as they go.
Build a report
Display messages
Post a notice in a colored banner at the top of a page. Teacher page message appears above the submit form that staff use. IT queue message appears above the ticket queue that techs see. Informational shows blue, Alert shows red and pulses. Set Active to On, then hit Save all settings at the bottom.
Technicians
Who can open this IT console. Add each tech's Google email exactly as they sign in with it. Technician works tickets. Admin also sees this Admin tab, creates projects, and can delete things.
Quick reason categories
These become the big category buttons on Step 2 of the teacher submit form ("What kind of issue?"). The comma-separated subs become the specific-issue choices that pop up after a category is tapped, and they auto-fill the ticket subject. Example: category Smart Board with subs No sound, No power, Touch not working, Other.
Dropdown & suggestion lists
Three lists used in different places. One entry per line for each.
Feeds the Room number / location box on the teacher submit form. When a teacher starts typing their room, these appear as tap-to-pick suggestions. They can still type anything not on the list. Example lines: 214, Media Center, Gym.
The choices a tech picks from when closing a ticket (the "Resolve: pick reason..." dropdown on a ticket). The chosen reason is stamped on the ticket and shows up in Reports. Example lines: Fixed, Replaced hardware, User educated, Duplicate ticket.
One-tap reply templates for the Updates to requester box on a ticket. Picking one drops the text into the reply field so the tech can tweak it before posting. Saves typing the same "please restart" message fifty times.
Behavior
After a ticket is resolved, the requester sees a "This is not fixed. Reopen ticket" button for this many days. After that the ticket stays closed and they submit a new one. Set 0 to turn reopening off entirely.
Email notifications coming in v2
Not wired up yet, nothing sends emails today. The checkboxes save now so that when v2 adds email, your choices are already in place. Safe to ignore for now.
IT Priority levels
These are the P1-P4 levels your team assigns to tickets (the colored card edge). Rename each level (15 characters max) and set how long a ticket can sit waiting at that level before it gets the red Overdue badge. Tickets with no IT Priority yet fall back to the requester's urgency (Urgent→P1, High→P2, Medium→P3, Low→P4) for the overdue clock.
Google Chat notifications
New tickets (from the teacher form and manual entry) and reopens post a card to your Google Chat space the moment they happen. This is the Cloudflare Worker relay URL (dash.cloudflare.com → Workers → elcaticketrelay). The worker holds the actual Chat webhook and forwards messages, browsers cannot post to Chat directly. Clear this to turn Chat alerts off. To change which space gets alerts, edit the HOOK line inside the worker instead.