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Find FAQ's about Ticketing and favorite Ticketing workflows from other districts

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brett.ecklerContributor

asked in Tickets

Adding Check Boxes for tickets

Is there a way to add checkbox into the problem description of a ticket. I want to create tickets for my data clerks throughout the year and want them to check off that they have completed the 10-15 items that are on the ticket.

lfongObserver

asked in Tickets

Importing tickets from another platform

We are migrating to Incident IQ and currently in the late stages of the process. Is there a way to import active support tickets from another platform (Like Kaseya, or Service Desk). We have quite a few open and pending tickets and having to re-create them one by one would be very time consuming. Importing assets was easy but for the life of me I can’t find a way to do the same with tickets.

ccooneyContributor

asked in Tickets

'Phone' Device Category Selectable When Creating Ticket?

Hello,I’m having trouble adding or activating a ticket type category. I want, when users select ‘Device/Hardware’ as a category, for ‘Phone’ to be selectable. I see that ‘Phones’ is a parent category under Model Categories, but I’m not able to find where or how to make phones, or anything phone related, selectable as an issue category.

rbakObserver

asked in Tickets

Ticket Types

Is there a KB that will tell my how to adjust the ticket types?

blankenshiprObserver

asked in Tickets

Email forwarding from Gmail

We would like to set up our old tech-help@domain.com to forward requests over to our IIQ instance. I set up a rule to fire “When from email” and I added a condition of “To Email = techfwd@domain.incidentiq.com” and an action of “Approve ticket creation from email”.When I put techfwd@domain.incidentiq.com in the Forwarding section of the Gmail setup for the old mailbox, it sends a confirmation code. I haven’t seen that confirmation code come through in the form of a ticket. Is there something I am missing?

lindaheadObserver

asked in Tickets

Ticket Analytics

If I put a ticket on hold, how does that affect the analytics? Is that considered a "response" ? This is in the facilities module.

Robert PotterObserver

asked in Tickets

Creating Shortcuts independent of an active ticket

Shortcuts should be able to be created in advance of and independently of working an active ticket. There are solutions and/or situations that I already know we will have tickets on and it would be helpful to have a section where I could go to just create and maybe even preview the shortcut. Basically a Shortcut Editor section that would allow us to view, preview, edit, delete, and create shortcuts.

mcarriganParticipant

asked in Tickets

Where are my custom fields used?

Is it possible to find out in which ticket(s) a custom field is used on without searching through the custom fields for each condition on the tickets tab of Custom Fields?

farmerjeObserver

asked in Tickets

How to set up surveys

Is there documentation on setting up surveys?

rprzewozenyObserver

asked in Tickets

Resolve Ticket Drop Down

Hello, Is there a way to disable or hide some of the Resolve Ticket options as shown below? Or a way to report on which were chosen so if an agent repeatedly chooses Resolve - No Issue Found a report can be pulled showing this as a ticket status. Currently only Resolved is a selection when exporting a report.

kcullenObserver

asked in Tickets

Opening Tickets when asset is retired?

I’m looking to have tickets automatically generated when a Desktop or Laptop running Windows OS is retired as they are some house keeping tasks that need to be completed. Has anyone been able to do something like this?

joshinskyatSAObserver

asked in Tickets

Can I turn off subtask visibility in ticket view?

I love the concept of the subtasks and would love to fully embrace and implement them but during our testing we ran into a major pain point. When the mouse cursor passes over a ticket that has subtasks it displays them and even with only a couple subtasks assigned it covers up other tickets on the screen.Is there a way to turn that feature off? If not, is there a way to change how long you need to hover over a ticket before its subtasks are displayed? Currently they seem to appear instantly.

EstonMeltonContributor

posted in Tickets

"Waiting on requestor" vs. "Waiting on customer"?

Had an interesting bit of learning today: I submitted a ticket on behalf of a colleague, and the agent posted a comment/question and flipped the “Mark as ‘Waiting on requestor’” button. The ticket languished … and when I was scrolling through IIQ stuff, I saw that IIQ was awaiting a response from me, rather than the person on whose behalf I submitted the ticket. If I were an AA submitting a ticket on behalf of my principal, this behavior might make sense: principal can’t always be expected to deal with ticket stuff. But a peer (me for my colleague, or a media specialist doing first-tier support before escalating to a ticket and IT support), I’d expect the nudge/flag to be for the customer. I’m curious as to what guidance/clarity people are using around this schism right now, and I wonder whether IIQ might evaluate either some UX change to accommodate these two workflows … or, to be honest, my request: flip to focusing on the customer rather than the requestor, or at least make that a t

EstonMeltonContributor

asked in Tickets

Create a follow-up ticket based on custom field of initial ticket?

Here’s the scenario: we have a provisioning category/issue for contractors and other temporary staff, and one of the custom fields is “When is this person’s last day?” What are some possible ways to automagically create a follow-up ticket to de-provision services/equipment (or verify whether that person is still around)? Is there a way to setup a rule along the lines of …. 1) if the end-date is provided, create a ticket on or about that date for following and 2) if the end-date is not provided (it’s an optional date field), do …. I’m not sure what. Any ideas/experiences?

shennessyObserver

asked in Tickets

Can a low inventory notice include the part that's low?

I’ve setup a rule to create a ticket whenever the inventory of a part is low. However, our ordering group has to go to parts explorer to determine which part is low. Is there a way to include that in the ticket?

burtjennObserver

asked in Tickets

Track time by agent in performed actions

Is there a report that shows time spent by an agent for a certain time range on actions in tickets?We would like to see how much time an agent spent on actions last week or last month.

CMurdockObserver

asked in Tickets

Copy Subtasks from Ticket to Ticket?

Is there a way to simply copy a set of subtasks from one ticket to another? I don’t want to set up a rule to auto populate the subtasks because it not a common situation, but I’m hoping to find a way to “copy” instead of key in the same 14 subtasks in 5 different tickets.

John_GeckObserver

asked in Tickets

In the Facilities product, is it possible to filter on nonstandard parts or suppliers by name?

Hello there, I’m trying to determine if it’s possible to create a filter view to locate Facilities tickets that have a nonstandard part supplier with certain names (e.g. Home Depot, etc.). Failing that, is it possible to just run a filter view that has facilities tickets for a specific agent that also has a criteria of having a part added? That would help narrow it down at least.

richardsondObserver

asked in Tickets

Adding Subtasks to Subtickets?

Hey there, I have work flow currently set up where if a ticket is submitted using a specific issue type, 3 sub tickets are created and assigned accordingly. Templates, rules, etc.… all work well. However, I’ve been asked to include subtasks to each sub ticket to make it easier for the requester and followers to monitor the status of the project as a whole.So far, all attempts to generate subtasks to sub ticket have failed. Is this even possible?

shennessyObserver

asked in Tickets

Rules and filters

Is there a limit to the number of ‘or filters’ you can enter into a rule? I have a rule setup for emails to create ticketsIn the rule using ‘or when the from email’ is equal to various email addresses.

burtjennObserver

asked in Tickets

Scrolling tickets

When we scroll over a ticket with subtasks/sub tickets they popup. It is pain to get them to go away.You can’t see the ticket below the one with subtasks. Is there anyway to turn this off? We turned off flyouts, but that didn't work.

daleconnObserver

asked in Tickets

Sorting Subtasks

Is there a way to sort the subtasks created in a ticket?

burtjennObserver

asked in Tickets

Refresh tickets, assets, etc.

Any plans on a refresh of ticket views.We consistently have techs working the same ticket because you don’t see that they picked it up until you refresh the page.Also, after any changes or updates, the ticket count in the side panel never matches the ticket count or the asset count.Ticket statuses don't update if changed by another Team member. For example, I just looked at one of my Team queues showing 9 tickets, all 'In Progress'. I had to refresh the page to see that 6 of those had been closed and there were actually only two active tickets in the Team queue.So essentially, any time we want or need to see accurate information, we have to reload the browser page.

ajthummaObserver

asked in Tickets

Rules on a Schedule, what is the schedule?

For rules triggered on a schedule, is there a place that I create the schedule or is it a predetermined schedule and if so what is it?

TechDvaObserver

asked in Tickets

What is this ticket about

Hi, Is there anyway to customize the Create Ticket page for users? It’s this page. We’d like to have different options or rename them. Any help would be greatly appreciated.

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