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

  • 814 Topics
  • 3,388 Replies
815 Topics
D
driverwObserver
asked in Tickets
How to assign Multiple agents to one ticket?

We are new to this operating system and are wondering how we can get multiple of our agents assigned to one ticket.

1794
Kathryn Carter
A
amhernandezccisdObserver
asked in Tickets
Email Notifications

For some reason, one of our agents gets an email notification where it shows one word (or so per line). He says that it appears this way no matter how wide he makes his email window. Is there a fix for this? Is it his Outlook settings or font settings? It’s like the column is too narrow. When I look at the Rule we set up for that team, it looks just like our Help Desk rule.  

293
Kathryn Carter
D
DLikiardopoulos 22023df ocsitObserver
asked in Tickets
remove time requirement from actions

how can I remove the time requirement from actions in a ticket?   

271
AHolley_iiQ
ADeLacy
Participant
ADeLacyParticipant
asked in Tickets
Can you change these Icons ?

Is it possible to change / alter or select other Icons to the main categories ?   

451
AHolley_iiQ
M
MRandle 7609a89 vvsdObserver
asked in Tickets
Trying to find documentation on how to use the "out of office" functionality.

Is there an article describing how to set up and what it looks like to a user when they submit a comment by email?  do they get some kind of notification of the out of office?  I have been assigned tickets and was out for a few days, my tickets are not usually given to someone else to cover? 

844
Kathryn Carter
J
JSanders 397a803 rbbschoolsObserver
asked in Tickets
Ticket VIews Not Loading

Anyone else experiencing issues when trying to pull up different ticket views? It doesn’t matter which view I select, it can’t load any of the items, it just spins. I’m only seeing this issue when I try to pull up different ticket view. Asset and User Explorer are working as expected. I can even pull up the Open Tickets view, but none of my customized views will load. 

738
Kathryn Carter
GWade
Contributor
GWadeContributor
asked in Tickets
Custom views are empty

Most of our custom views are not showing tickets.  Views worked last week, no changes and now showing empty for our agents.   Any issues on the back end? 

12016
T
B
BTobin 303995c central301Observer
asked in Tickets
Cookies issue and onboarding

We’re seeing issues when onboarding new hires.  They can click the link provided in the email and start their paperwork, but if they get closed out of the system and try and get back in they see:We were able to get things working by using having the end user use incognito or clear their “cookies and other site data”.Then they were able to get all the way to the verification code page and they’d get an email.  It just started happening this week.  We’re in the middle of onboarding a lot of new staff so we’re trying to sort it out.  We did create a helpdesk ticket, but wanted to see if anyone else had this issue.

131
EStapf_iiQ
D
DAdmin 490b807 lssdObserver
asked in Tickets
Adding Condition

We are in the infancy stage of setting up Incident IQ tickets.  I have some conditions set up, however I would like to add new conditions.  Every time I attempt to add a new condition it links it to an already existing condition.  I would like to create specific conditions for specific issues…

173
D
M
MeganrObserver
asked in Tickets
Subtickets Not Being Created Through Shortcuts

We have a rule set up that when a ticket status is changed to “Re-Image Request” it triggers a subticket to be created. I have made a district-wide shortcut that changes the ticket status to “re-image request.”  Whenever the shortcut is applied, the status is changing, but the subticket is not being created.If I do not run the shortcut and just simply click on the ticket status and change it to “Re-image Request,”  the rule triggers properly, and the subticket is created.Does anyone have any ideas why the rule is not being triggered when the status is changed via shortcut? 

231
EStapf_iiQ
T
TLanning 3933882 calschoolsObserver
asked in Tickets
Issuing Spare Pool Devices During Ticket Creation

It is typical for our media center staff and office staff to hand out spare devices when a student breaks their device, or needs to borrow a spare for the day. It would be an amazing addition if these support staff members were able to issue a spare device themselves, rather than needing an Agent to issue the spare afterwards.I would like to see the “Issue Spare” button available in the ticket submission window - perhaps as custom field option which could be added to a ticket based on issue type, or other conditions.  

452
LWoods_iiQ
M
MeganrObserver
asked in Tickets
Only Assigned Team Can Close Their Assigned Tickets

Is there a way to prevent anyone outside of a team from resolving tickets assigned to that team?For example we have a set up for agents to submit a subticket assigned to the “Reimage Team” when they need to reimage a device but we do not want the agent to have access to closing out the subticket unless they are in the “Reimage Team.”  Is this possible?

413
AHolley_iiQ
S
SLeichner 7534f8b pottstownk12
asked in Tickets
Make a ticket dependant on ticket being closed

We have been using IIQ for about a year so I am getting more comfortable with rules, ticket templates, etc.  I always end up finding the unique situations though 😆   Here’s what I want: I would like a ticket to be made, when a ticket closes, and I want the new ticket to reference the closed ticket number. Situation:  Chromebook ticket comes in.  Tech repairs Chromebook, adds actions, adds fee, closes ticket.  I want a ticket to be made that tells me that ticket xxxx is closed and has a fee so I can prompt the email invoice to be sent.  (We currently use MySchoolBucks if that matters.) Reasons I want it: 1. We don’t want the techs to send the invoice because that would add an extra step to their work and we want to limit that 2. I want to make a comment/action that the invoice was sent since there is no tracking information on sent emails3. Fee emails can’t be automatically sent (as far as I can tell and also, it wouldn’t be tracked) Creating a ticket template has not worked because it

351
Melissa_iiQ
N
nguyen2hObserver
asked in Tickets
Is there an option to have more than 200 tickets viewed

Right now I can only see an option to create a view with 200 tickets as a visible listing per page. However there are times that I may have to deal with more than 200 tickets and having to ability to bulk process tickets are great but only if they are visible from the first page. Meaning if I am working on 10 tickets on page 1 but need another 10 tickets on page 2, I can only bulk process 10 tickets at once and then go to page 2 hoping that none of those tickets get sorted to page 1. This process definitely slows down the bulk processing of tickets and I think it should be a simple issue to allow more than 200 view ticket per page. Can this be an option of enhancement or change in our environment?

463
N
SMillsTVSD
Participant
SMillsTVSDParticipant
asked in Tickets
Ticket template screen keeps the 200per page view

It would be awesome if when you set the ticket template screen to view 200 templates per page, that when you open a template to view, copy or modify and go back to the list of templates, it retains the view of 200 per page. Currently, once you set the screen to view 200 and go into a template, it goes back to the home screen of 20 per page and the start of the templates. I really hope I’m just missing a setting somewhere.Thanks.

514
KellenH_iiQ
BStead 367a84d nclack
Contributor
BStead 367a84d nclackContributor
asked in Tickets
Advanced Sub Ticket Rules for followers.

Is there a way to have followers from a parent ticket auto map to the sub ticket. I know you can add followers based on location but am curious if there was an option without writing a super complicated rule to just have this happen…. Im guessing by asking the question there isn't going to be an easy Variable data point rule that I missed but I can dream. Any advice on not writing what seems like a million rules would be appreciated. 

352
BStead 367a84d nclack
Contributor
C
Contributor
christine214Contributor
asked in Tickets
Is IIQ Tickets down for anyone else?

IIQ tickets is not working.  All I am getting is a spinning circle or blank page.  Anyone else experiencing the same issue?

849
K
M
MBoxx 927aaea cccsdObserver
asked in Tickets
iiQ Performance Issues – Subtasks Buffering? - 7/7/25

Is anyone else experiencing slowness or buffering issues with iiQ today? The subtask sections on my tickets are just spinning and taking forever to load.Just checking if it’s isolated to me or something more widespread.

171
Kathryn Carter
TAnders
Specialist
TAndersSpecialist
asked in Tickets
Subticket Rules

I’m trying to setup a workflow for our HR team to reduce manual input needs. I am trying to set up a rule that when a ticket type is submitted, create a subticket based on that type. I created the ticket template for the ticket I want to be created as a sub ticket, but when I go to select it from the rules engine all I get is this error: We haven’t used subtickets much in the past, my only assumption is that I can’t do this because the sub ticket has custom fields marked as “required”. Is that really a limitation of the ticket? That seems silly, the ticket would be created for another agent to go in and input the information that is needed. 

843
DDonaldson_iiQ
N
NBoettcherObserver
asked in Tickets
Creating a subticket via API

Hello,I’m trying to create a subticket via API using a rule with a webhook.  I’m not even sure it’s possible but I’m giving it a try.  I have added the appropriate headers and values.  Here’s what I have for the json which currently is not working to spawn a ticket. Json body:{    "TicketNumber":"{{Ticket.TicketNumber}}-1"    "Subject":"Escalation: {{Ticket.TicketSubject}}",    "IssueDescription":"{{Ticket.IssueDescription}}",    "IssueCategoryId":"{{Ticket.IssueCategoryId}}",    "IssueId":"{{Ticket.IssueId}}",    "IssueTypeId":"{{Ticket.IssueTypeId}}",    "LocationId":"{{Ticket.LocationId}}",    "AssignedToTeamId":"98f04f05-5d16-f011-8b3d-000d3a0db164",    "ParentTicketNumber":"{{Ticket.TicketNumber}}",    "LocationDetails":"{{Ticket.LocationDetails}}",    "Priority":"{{Ticket.TicketPriority}}",    "ProductId":"88df910c-91aa-e711-80c2-0004ffa00010"} I am using the templating values to fill in the json fields for the subticket based on the parent ticket.  I am not even sure ParentTicke

254
Kathryn Carter
A
Participant
akorkishkoParticipant
asked in Tickets
Travel Expense Form

With the popularity of IIQ catching on in our district, I’ve had multiple departments asked me to automate their paper forms in a digital workflow. We do not have an HR or Forms modules (we only have Ticketing, Assets and Facilities), so I wanted to know how the other districts are doing it and to see if someone has a better idea.I am working on an Overnight Travel Request Form (OT for short).Current process:The paper is filled out by a teacher, turned in to a principal, who approves and moves it to the director of Elementary or Secondary departments, who in turn approves it and turns it into superintended to do a final approval.My plan is to create a bunch of custom fields with OT as identifier (hint hint IIQ, we need displayed and hidden custom name fields!!), so an example: OT-Names, OT-Events, etc.Create a new Issue and tie in the custom fields to a ticket with the issue types of Overnight Travel.Then build the rules to specific people for approvals. My trigger for progression will

472
A
Participant
N
NBoettcherObserver
asked in Tickets
Rules option to use parent ticket location

Issue:Currently when automatically generating a subticket (say on escalation to a different team), there is no option for setting the ticket’s location to the parent ticket’s location.  There is only a specific location, requestor’s location or for’s location.  This does not encompass a useful default of parent ticket’s location since in many cases the other three could be wild guesses in a rule.  Oddly, this happens by default when a subticket is created from an open ticket.Request:Add Parent Ticket Location as an assignment option in setting the location of a ticket via a rule.  This would apply to subtickets, or any ticket that generated the resulting ticket) and could be used in rules or ticket templates (which are also used as part of rules).Also, ideally, we would love to be able to do actual escalated tickets which would generate a ticket ID based on a set method (like in the site config), such as {{Ticket.TicketNumber}}-2 for tier 2 work on the same parent issue.  Makes it easi

223
Kathryn Carter
J
JVillarroel 940ee6d gcssObserver
asked in Tickets
Removing owner within a Shortcut

Hi, everyone.My questionIs there a way to unassign a device using a shortcut? My school has an insurance program that can be bought by the student or parents to be protected in case a chromebook gets damaged, but when the chromebook gets damaged and it doesn't have insurance, the user has to be removed. I have made a shortcut to automatically create the actions that have been taken with the chromebook. One of the actions is to unassign the owner, and I would like to include that action into my shortcut, but I haven't found an action that allows me to do that.Thank you very much… JV

292
Kathryn Carter
A
Participant
AMeyer Greendale SchoolsParticipant
asked in Tickets
Ticket Templates missing

Had a coworker mention this to me yesterday, but our ticket templates are not showing up on the Create Ticket screen. I usually use bookmarks I have saved in my browser, so I’m not sure how long they’ve been missing.Permissions don’t seem to have changed. I haven’t contacted support yet, figured I’d post here to see if anyone else is having the same issue. 

827
A
Participant
D
DAdmin 490b550 wedObserver
asked in Tickets
Create custom dashboard for all users

I’m looking to create a custom default dashboard for all of my users (faculty) that only has the welcome message and recent tickets. Is that possible?

301
EStapf_iiQ

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