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Is it possible to have a monthly ticket report automatically generated and sent to specific users? We have a need to have a monthly report generated that shows all the tickets entered in a given time frame and ticket status/resolution.
Recently I’ve noticed a change in behavior when I “Change Issue”. Because all of our tickets come in via email we assign the generic “Other” issue to it when it’s received. Then the ticket is assigned to our team and then an agent. The agent will then update the issue using the “Change Issue” button.Recently I’ve noticed now when I push Change Issue, it reverts to start ticket after changing the issue, even though the ticket was already started. We have to then click start ticket again to the issue will be changed and confirmed. Is this the intended actions moving forward?
Is Incident IQ down? I am experiencing longer than normal load times if the page loads at all.
We sent out generated statements this fall to families - some who deny recieving them. How can I verity it went from IQ to family?
Hello!I’m curious on how I make a shortcut? I see the option for them when I’m inside a ticket, but unsure how to set them up prior to that screen. Furthermore, I want to make a shortcut to add resources to a ticket of issues that we run into fairly often. Thanks for any help! !--a=1-->
Hi,We can’t create tickets because the create ticket wizard won’t load. I tried deleting cookies and cache and it still doesn’t work. This is affecting multiple users and computers. It does appear that we can work tickets, just not create new ones. As such, we are not able to submit a support request with Incident IQ via the Help menu because it uses the same workflow. That’s why I’m posting here.
Is anyone else experiencing slow loading when opening tickets, applying shortcuts, closing tickets, etc.? When I open tickets it opens in a different view before readjusting itself, then it’s super slow or doesn’t respond at all when performing any kind of action.
How do I have a survey get emailed to users who put a specific ticket type a week after the ticket was resolved?
Is there an option to unstart a ticket? We have certain tickets that are often put into our system incorrectly. I set up a shortcut that allows my techs to change the issue, assign the ticket and add a comment regarding the proper way to enter it in the future. To do this, the techs have to ‘start’ the ticket. This means that when the next person comes to actually start the ticket, it won’t auto assign to them. I would like to have a shortcut action that would uncheck that flag.!--a=1-->
It would be great to have a visual indicator when you open a ticket to see if there is another agent actively viewing the same ticket. Some companies call this “Agent/Tech Collision” and it prevents something being double worked.
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!
Is it possible to view all agents’ data on one page. For example is there any way to create a view with all agents showing their current total open tickets as well as their resolved tickets for the week? It would be useful to have this data in one spot to monitor and compare
Is there a way to add a follower to a ticket based off a custom field that is required to be filled out on a new ticket? I am trying to create a rule that will add a follower based of one of our custom fields but when I see the follower options I only get these threeI see that on the asset options I have “Set asset owner (by Custom Field)”. I would like to know how do I activate this feature for the follower options.
Here’s my example - Several teachers are getting the same error in Lanschool. Right now each teacher submits a separate ticket and I put them together in a work package. Is there a better/different way to handle tickets like these?
When creating a subticket with a rule or template can I assign the requester to work the subticket automatically? We are trying to set up iiQ to create subtickets automatically when a certain ticket is created, and have one of those assigned to the original requestor of the parent ticket.We have tried setting the ticket template set to “assign to submitter” as an “action” but something seem to be conflicting with that and It keeps going to “System Service”
We use many rules for assigning tickets, creating subtickets, assigning SLAs, sending Webhooks, etc, which has been great, but we have gotten to a point where we have 75+ “When Created” rules, which all affect tickets differently. Part of it is on us, we are trying to simplify and reduce the number of rules, but we also just have many rules that do different things, so not all can be simplified. All that being said, my question is this: How do you keep track of your rules, what does what, and making sure new rules are placed correctly? Do you use rule names to do it? or do you have another method? I feel like there is an easier way to do it, but maybe I’m missing something. Thank you for the response!
Thinking this isn’t currently possible or I am missing how to configure. There are a few tickets that when they hit rules for routing and such we would like to add internal message/note of process to follow. I am not seeing anyway to do that in the rule process has anyone figured out a work around?
Hi all brand new to IIQ so if I am posting in the wrong place please be gentle.My question is there a way to have a rule auto assign a ticket to the creator. I created a category called To Do list and will use that to track my personal project list. Wondering if I could create a rule that when that category is selected it auto assigns to the person that created it.
I had a couple questions about best practices when creating tickets. We've noticed that when creating tickets for chromebooks or iPads using the "New Ticket" Button, once the ticket has been created the ticket doesn't attach the owner as " requested on behalf of " unless we do it manually after. Is this normal? If I create a ticket on the device info page it does attach the asset owner automatically. Is there a reason for this? or is it just a glitch?
