Ask the Community

We have a contractor who receives tickets for a very specific job. We are trying to create a rule that would limit who can assign tickets to that agent (the contractor) to a certain team or a small group of people (the members of that team). So far we have been able to create a rule that forces that team to also be assigned to tickets assigned that contractor, but is there is concern about work being performed without proper approval.

One of the issues we are having right now is on a ticket creation from Email once we assign the correct issue we loose the original subject (( some times this has key info )) Is there a way to take the subject “layer 1” and copy it into “layer 2” automatically on ticket creation from email ? or is this just a manual process we have to continue to do ?  

Hiya folks! I have a user that the parts section of the UI looks off. Is there a fix?  

Hey guys,If I create a rule in IQ for tickets, will it run for all existing tickets as well? I want to add a “stale ticket” rule where the priority will increase based on how long the ticket has been stale. I would like the rule to start as it’s created, not for previously stale tickets.

We create a custom for our spare pool devices that label the spare like Loaner #1, Loaner #2, etc.. Is there a way to show that custom field while issuing the spare.   For now I created a view with the loaner # but have to switch screens to get it.  

is there a way to set up email to tickets to have a specific spot you can put the building name to assign it to that location instead of by the users default location?

I am able to generate some nice webhooks thanks to this post by @MattHenry. HOWEVER, my posts in slack are showing up as URL encoded. Here’s my Body:{ "blocks": [ { "type": "header", "text": { "type": "plain_text", "text": "{Ticket.TicketNumber} - {Ticket.TicketSubject} ({Ticket.TicketPriority})", "emoji": true } }, { "type": "divider" }, { "type": "context", "elements": [ { "type": "image", "image_url": "https://pbs.twimg.com/profile_images/625633822235693056/lNGUneLX_400x400.jpg", "alt_text": "cute cat" }, { "type": "plain_text", "text": "{Ticket.TicketStatusName}. Response Time: {ServiceLevelAgreementResponseTime} | Resolution Time: {ServiceLevelAgreementResolutionTime}" } ] }, { "type": "section", "text": { "type": "plain_text", "text": "{Ticket.IssueDescription}" }, "accessory": { "type": "button", "text": { "type": "plain_text", "text": "View Ticket", "emoji": true }, "value": "ope

Adding parts to tickets so that we can keep track within our inventory was easy enough until today when everything changed. Now we can’t insert parts because this new way of adding a Part Record won’t point back to our inventory. Is this an issue? Or a change that hasn’t been completely implemented yet?

When trying to create a sub task within a sub ticket, it will not save. Is this a bug?See screen recording

This may be a odd and imposible request but I was wondering if there was a way to have tickets still be open but not on the available to work tab.  My thinking is that we have about 30ish broken screen tickets that say open till we get parts for them.  We wait to buy bulk parts so that we can get them cheaper.  That being said, they usually complete the ticket so that it doesnt clog up the open ticket files.  I like to keep them open since they are not fixed and will give a complete number of devices that are waiting for parts.  I have thought of putting them into locations but then it would put all of them in the “waiting for parts” location while also keep thing the “open tickets” open.   Please let me know if you have any suggestions or if any of that doesnt make sense and I can try and better clarify what I am looking for. 

Can i make a sub ticket have the parent tickets description put into the sub ticket details automatically. So if Parent ticket was “Billy is a new hire at main street building.” can we make it to where the sub ticket says “please assign memberships to Billy.” “Billy is a new hire at main street building”?? 

Just wondering….this morning I update tickets and they are still unchanged on the main page. Also the dashboard shows “3” unassigned tickets but when i click on it there is only 2...1 of which has been assigned for hours?

I’m thinking I’m just missing something...I can’t find a way for the user to select a different location for their Quick Tickets other than the site they are assigned to. This was a perfect way for us to limit the use of a specific ticket type to a certain user, but he’s not able to change the location of the ticket to other sites.  Also couldn’t find a way to change the location automatically by creating a custom field.  Just trying to figure out a way.

Hello, I have a ticket open with support they are saying the dev team needs to look into this but was wondering if anyone else is not have their SLA time calculating correctly. It almost seems like it randomly picks a time for the response and resolution time  ThanksRon   

Device that needs repairs of any kind that require it to be opened up in any way.

Hello, Is there a way to allow a Ticketing Permission Policy “Users Explorer Access”.  I can’t find the option. Thanks in advance.

I have a shortcut set up that applies actions and sets the status of the device, I was wondering two things if there is a way to add checking in to this shortcut and if I am misunderstanding how to apply the location of Room # to the device for storage

Hi all, It looks like the priority levels have been updated recently, at least on our site. Previously we had our priority levels set to 0 - 50 (low), 51 - 100 (medium), 101 - 150 (high) and 151 - 200 (critical). However, going into the settings now it shows the following:I wanted to make this post in case this was changed across the board instead of just our site. As this can cause some of the rules you’ve made regarding ticket priorites/levels to no longer work correctly. We had a rule set to increase the priority by 50 each week that a ticket is in progress. However, with the new rule levels this would have caused it to go from the default 50 → 100 in a week.

Wondering if there is a way to en mass see assets total ticket count without going into or filtering to all assets that have x or more tickets. We are going to start tracking security camera issues with tickets in iiQ and would like to see if there is trend for certain models across a site or district wide.

I would like to add some tags to some past tickets that have been resolved for awhile. Looking at another option to track ticket types over time. Is it possible to update tickets in bulk with a tag without emailing the person who submitted/requested/followers/agents?

How do I create a Field Mapping for user accounts? For example, I want to have a slot for parent email addresses, then I will map it to our database. Thank you!

Is it possible to apply Actions via Rules. We have some we use for tracking specific ticket scenarios, but would prefer to use actions rather than tags. You can apply actions under Shortcuts but I’m not finding how to do it via Rule for better automation. Feels like I’m missing something.

Is there a way to hide specific issues under Models? If there is I cannot find it. I can choose to only allow agents to see specific issues on all the other tabs, but not under Models. This causes us to put a lot of stuff under the Other Requests section because there are things we don’t want regular users to see. Being able to edit the issues visibility on Models would be a huge help to us!

Am I able to create a custom user role within Incident IQ?

Batch check in batch check out not in on the moble app. how do i add that in ?