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

  • 752 Topics
  • 3,138 Replies
753 Topics
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CNguyen 4030c8 ladueschoolsObserver
asked in Tickets
Not receiving replies from vendors

I have a question about requestor ticket replies.  We have a few vendors that will alert us of safety and security concerns from within our network.  What we see currently is that a vendor will email an alert to the help desk, creating a ticket.  An agent will reply to the ticket and according to our vendor they then reply back, but the vendors reply is never received.  I’ve determined this is due to the ticket unique reply-to email address that is created for each ticket.  We have confirmed with this vendor that SalesForce (their ticket system) does not recognize the reply-to field.  Is there a way to fix it this so that the replies are received and added to the ticket?

161
Kathryn Carter
N
NBoettcherObserver
asked in Tickets
How to set Location from parent ticket?

We are new to iiQ and have the following scenario: IT needs a new port set up in a classroom and Facilities has to go in and run the cables and set up the physical port on the wall.So in our workflow we would have an IT ticket to do the work and then a sub ticket for Facilities.  I have created a rule to allow this to be automatically generated in Facilities when we need a new port, but I cannot get the Location to populate based on the parent ticket in IT...the location HAS to be already specified in the Facilities ticket or based on who is requesting it or who it is for, which in this case is none of the above.  I just want it based on the parent ticket location chosen. How can I do this?  Is there a workaround using a webhook to come back around through the API and update the Facilities ticket with the correct Location?  If so, what’s the code look like?  I am assuming when the webhook hits the Facilities ticket # is already available and the location is available as data from the p

252
Kathryn Carter
L
LadybugObserver
asked in Tickets
Ticket Template - Creating a generic template - Asset and Location inputted after template creation when template is being put to use

When creating a template, an asset and location (and even the issue) are required. Objective is to create a generic template for a particular issue. Then when wanting to submit bulk tickets for an allotment of devices using the template.Unfortunately, an asset has to be associated when creating the template. Then when using the template for the bulk allotment, in the description the associated asset is listed in each ticket. Eventhough the different assets are properly attached to the tickets. Causing you to have to open each ticket to correct/amend the asset in the description to match the asset attached to the ticket. Frustrating and counterproductive. 

322
Kathryn Carter
JBrown 510fc30 misd
JBrown 510fc30 misd
asked in Tickets
Quick Ticket Template?

If this question has already been brought up, forgive me for digging it back up. Is it possible to create a ticket template (with the perk of being able to attach an asset to the ticket) but make it accessible on your dashboard like a quick ticket?

324
A
Participant
L
lluckertObserver
asked in Tickets
Linking Knowledge Base Articles to Ticket Action

Is there a way to link a knowledge base article to a ticket to send to the requestor as part of an action? For example, I have a bunch of teacher guides in my google drive that I share in a comment to users and close with a “provided training & support” action. Is there a way, if I transfered those drive articles to the knowledge base, for me to directly link a KB article to the ticket with a resolution action? (instead of having to go back and forth between systems)

673
Kathryn Carter
lmullett
lmullettObserver
asked in Tickets
Custom Column Name in View

Can we change the name of a column in a view?  Example is we need to export the “Requested for Email” to use in another import/script but the column header needs to be specific like “User principle name” so we have to do the export of the view then change the column header each time.  Was hoping there was a better way.

151
Kathryn Carter
J
JAiello 3501f07 sd13Observer
asked in Tickets
Ticket Template for multiple locations

I am creating a ticket template for multiple locations scheduled for work to be done at the end of the school year.  When that date rolls around is one ticket opened for all locations or a ticket opened for each location?Thanks!

10515
RSmith_iiQ
Michelle_Williams
Michelle_WilliamsObserver
asked in Tickets
Filter by time stamp

Is there a way to filter by submitted time stamp or closed time stamp?  I would like to be able to look at how many tickets are submitted at certain times of the day, and I would like to see how many tickets are closed at certain times of the day.  For example, how many tickets were closed by agent x between 8am and 10am.

232
Michelle_Williams
R
RMartinez 8577640 tusdObserver
asked in Tickets
Is there a way to add a "Yes/No" to required fields in the ticket progression?

I recently created a required field for our Chromebook repairs to always needing a part… I did not think of the simple fixes that do not require a part. Is there a way to add a “Yes/No” choice to the field or update it using an “IF” with a comment like “no part needed”?

483
Kathryn Carter
K
krhilbyObserver
posted in Tickets
Schedule date for ticket to open without using template

Is it possible to create a ticket but schedule a time in the future for the ticket to be open? I see that ticket templates can be scheduled, but I’m curious if it can be done without a template.For example: With a temporary employee, I would like to create a ticket and have it open on the employee’s final day as a reminder to suspend accounts, collect assets, etc.OR I have a random task that needs to be completed 3 weeks from now, so I would like to create the ticket today (while I remember it) but have the ticket open in 2 weeks.

23710
lpreedom
Contributor
MPeters 48079a4 stjacademy
MPeters 48079a4 stjacademyObserver
asked in Tickets
Reply to a "Ticketing" ticket created a new ticket in Facilities

We recently started using the Facilities module in IIQ. Being an IIQ administrator already I have been helping the Facilities team with getting setup. Yesterday we had an interesting occurrence that I can’t wrap my head around. I replied to a ticket in the “Ticketing module”. The requestor replied to that email, but when they did, it created a new ticket in the Facilities module. This has only happened once with an external user (parent). We only use email to ticket creation.I came to the knowledge base and learned how to create a shortcut to send the ticket to Ticketing and vice versa. I updated the “Facilities” “from” email so it was no longer “notifications@”.Any other insight on why this may have happened would be appreciated. Thanks! 

556
EStapf_iiQ
M
moffittpObserver
asked in Tickets
Rule for when requester replies

Our agents wanted a rule / status change when a requester replies to a ticket. I created a custom status “Waiting on Agent” with the workflow stage “In Progress”. I created a rule that should trigger when a requester comments, the status changes to ‘Waiting on Agent”.However it seems that I can’t get the role to filter out when an agent comments (however, if they select “waiting on requester” it will change the status). I do the help desk, and assign tickets to other agents. So if I commented, it will say “waiting on agent” (which is not what I wanted for the rule).   Here is the original rule I had:   I made a copy changing the status (only close if required steps) and excluding agents instead)  None of these seem to prevent the rule from triggering when an agent comments. Is there a piece I’m missing in my  rule condition or is this related to the custom status workflow stage “in progress” somehow? Any advice is appreciated!

353
Kathryn Carter
R
Contributor
RWatsonContributor
asked in Tickets
Ticket varibles for subtickets while using rules

So not sure if this is possible with rules. We have a rule when IQ receives an email from Classlink OneRoster. (system we use to create staff accounts in AD and Google) to create a ticket for onboarding a new user. We have detailed information in the descriptions about that user.On that same rule we have IQ create subtickets for things like setting up a phone and another subticket for ID and another for sending a welcome letter to the user.  Is it possible to pass variables from a parent ticket to a subticket and doing that through rules?   

527
Kathryn Carter
D
DOliver 8708490 wccusdObserver
asked in Tickets
Automatically Change Team when Assigning Agent

Need agent team to match when reassigning. Example: Ticket is currently assigned to Jane and Team A. Jane reassigns ticket to Ralph in Team B. Ticket stays with Team A unless manually changed. Is there a way to automate the team change based on the agent? (without setting a rule for EACH agent)

1047
Kathryn Carter
J
Specialist
jclarkSpecialist
asked in Tickets
Custom fields on ticket templates?

I feel like this has been asked before, and I also feel like I’ve made it work before, but I can’t seem to find a post anywhere here about it. Can custom fields be added to ticket templates somehow? If not, I’ll post an idea with our use case.

2667
JBrown 510fc30 misd
zige
Participant
zigeParticipant
posted in Tickets
What do y'all do about tickets submitted without being linked to specific asset tag number?

To help with reporting and audit, our team needs to ensure that every hardware ticket that gets submitted is tied to a specific asset.Ideally, during the ticket submission process, the user should simply select the asset (based on its location, their favorites, by entering the asset tag number, etc.).But what if the user doesn’t do this? What if, during the ticket submission process, the user instead just selects the associated model type from this junk drawer of device categories?If a user selects hardware via this Device Category option, the ticket won’t be linked to a specific asset.Is there a way to flag these tickets as not being tied to a particular asset? Is there any functionality in Incident IQ to require a ticket to be associated with an asset? Could we prevent the ticket from being marked as “resolved” until a specific asset tag/number is linked to the ticket? We’re finding that our users are lazy and don’t want to locate or enter the asset tag for their hardware. Or, maybe

2047
G
A
AFoote 86364c1 ccslObserver
asked in Tickets
Events Subject

Hello everyone,  I am in the process of building our Events platform. The goal is to automatically create a ticket on facilities or IT platform if one of those departments is needed. I created the template and the rule to make that happen, however, when the ticket opens on the Facilitiy side it just Facilties/Events in the subject line. Is there a way to grab the same subject line from the Events portal and have it open the ticket on the Facility and/or IT side of it with the same subject line? 

637
Kathryn Carter
ADeLacy
Participant
ADeLacyParticipant
asked in Tickets
Ticket Subject line copied into Ticket

For E-mail to ticket creation does anyone have a working way to grab the subject of the email and push that into the ticket . (( subject of email shown on ticket before clicking into it ))  ON ticket after click, ticket missing “TEST test test” subject line.  

301
Kathryn Carter
Michelle_Williams
Michelle_WilliamsObserver
asked in Tickets
Allow Custom Field with Multi-select for set times and other option so they can type custom time

I would like to be able to add a custom field that uses Mulit-select AND other text box.  Currently I have a custom field called Best Time where users can select a preset time for service.  I would like to be able to offer an “other” choice that would then give a text box for them to type a custom time. Periods are great for middle and high staff but not so much for elementary. 

486
Michelle_Williams
M
MHartman 6630b29 tsdObserver
asked in Tickets
SLA on Resolved Tickets

We’re setting up IIQ and I’ve noticed that I’m still receiving SLA due date email notifications on our test tickets even after they’ve been resolved.  Not sure if this needs to be an SLA rule or a notification setting.  Is there a way to close out the SLA on resolve?  I haven’t found a solution by searching through the Community and KBs.Thanks.

654
RSmith_iiQ
F
FLafferty 2631eb1 smfcsdObserver
asked in Tickets
Adding comments via email

I’ve encountered some odd behavior that I can’t figure out. The guide on responding to tickets says that to do so via email, “respond above the designated line” to enter a comment.However, it is often adding the entire email thread to the comment, and sometimes it is not: From this test, it appeared to be cutting off the text when a signature was found, but I had a colleague try the same sign-off and it still printed the entire thread.What’s the logic this is operating on? There isn’t a visible “designated line” on any of the emails, and the signature behavior is inconsistent.

293
Kathryn Carter
davecarty
Participant
davecartyParticipant
asked in Tickets
Time limit on reopening ticket

Can I set a time limit on how long a user has to reopen a ticket. We have some users reopening tickets to submit issues not related to the original ticket.Ideally we’d like to be able to deny the ability to reopen a closed ticket after 7 days.

2664
Michelle_Williams
C
CGill 44393f9 beltonisdObserver
asked in Tickets
Generate tickets from a CSV file

I have been asked if there is a way to import a csv (or google sheet, etc) that will auto-generate tickets.  This will be used for certain campuses that are not putting in tickets regularly, but we still want their issues documented. Thank you in advance!

906
C
D
DJenkins 9036069 hobartObserver
asked in Tickets
Match ticket requestor assets to Room Number

When a ‘Teacher’ creates a ticket, items assigned to them show as selectable, ie. Chromebook. Is there a way to make these selectable items appear if they match the Room Number assigned to the teacher?  Most technology stays in the room and the teachers move.  I understand that we could assign all the technology items, Newline Board, Newline OPS, Phone, Printers, projectors, etc. to the teacher but this would become cumbersome with the new school year moves.

333
C
L
LPausanos 607ad32 mesdObserver
asked in Tickets
General search in Tickets or Assets needs much improvement

Often, we need to search quickly for a ticket by using a particular word, and nothing comes up.  Even searching in Assets, the search usually doesn’t yield any results when doing a quick search for a keyword.  This is very frustrating, and we would like this to be improved.Also, is there a contact number for support, or do we contact our previous sales rep or trainer???

1358
Kathryn Carter

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Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

Corporate Headquarters:
750 Glenwood Ave SE, Suite 320
Atlanta, GA 30316