Skip to main content

Tickets

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

  • 835 Topics
  • 3,437 Replies
835 Topics
BStead 367a84d nclack
Contributor
BStead 367a84d nclackContributor
asked in Tickets
Shortcuts Management - Text snippets

Hi All,Not sure if this is a bug within the system but the new Shortcuts Management - Text snippets  is not functioning correctly for us. Text snippets are not able to be deleted from this interface and they are not displaying correctly in the UI. Is this an us issue or are others noticing this as well?   

806
B
J
JMcSharry 313e5d9 epsneObserver
asked in Tickets
Green "Resolve Ticket" option in the Ticket Progress is not reflecting "Resolved" in the Info of the ticket nor on the status when viewing all tickets

Resolved - Statusin the Info of the ticket or on the status when viewing all tickets is not reflecting correct info when you use the  Resolve Ticket - GREEN button while in the Ticket ProgressIf you choose to click this Green button - Resolve Ticket It does not reflect Resolved in the Status.  I believe it used to reflect Resolved in the Status and now it is not.

191
JustinRaynor_iiQ
D
DBennett 690e15d wcschoolsObserver
asked in Tickets
Show some agents tickets, but not others?

We have 6 agents who need the ability to see each others tickets, but no one else’s. Is there anyway to do this? I have dug around in Site Options and Permissions with no luck.

433
AHolley_iiQ
davecarty
Participant
davecartyParticipant
asked in Tickets
Round Robin Assignment Issue with Creating Tickets on Behalf Of

We have recently decided to use Round Robin assignments for created tickets. However, we have run into an issue. Our Help Desk Call Center creates tickets On Behalf of users when they call in. In this scenario, it would make sense for the ticket to be assigned to the agent on call with the user. However, there is not an option (that I can find) within rules engines to assign a ticket based on the Agent who created the ticket on behalf of a user. Because of this, this is the current work flow:Agent takes call Agent creates ticket on Behalf of user Agent Submits ticket Ticket is Round Robin assigned to Team member (by rule) Original agent has to take ownership of the ticket manually.We’d like to remove the need for step 5. Instead, step 4 should be (based on rule) assign ticket to agent creating the ticket. Anyway to accomplish this in the current iteration of IIQ?

2557
Kathryn Carter
P
PKhalil 1002ed spboeObserver
asked in Tickets
SLAs Custom Metrics

 I created an SLA for critical issues that includes multiple device models, two of which are laptops and Chromebooks. This SLA will be assigned (by a rule) only when the laptop/Chromebook is in a broken or non-working state. In these cases, we want techs to issue a spare right away, which should pause the "Resolution Time" and start a custom metric called "Spare Return." When the spare is returned, this metric should pause and the Resolution Time should continue.Here is the SLA I created, but for some reason it doesn't work as expected. I tried different things but nothing worked.When I created a support ticket, the response was: “Thank you for your patience as we looked into this further. It seems that while testing an SLA based on the "spare issued" condition was considered as a possible workaround, it unfortunately isn't functioning as expected in this case.As for your request to measure SLA based on when the spare is returned, this isn’t currently supported as a standard option in

130
P
EHaynes 4106fe1 stmes
EHaynes 4106fe1 stmesObserver
asked in Tickets
How to use SLA to Track Time Spent Assigned Before Agent Response

We are trying to set up and SLA that tracks 2 things: How long a ticket spends completely unassigned and how long a ticket spends after being assigned before the agent responds to the end user (via comment). I understand how to track the first part (assign the SLA on ticket creation and have the SLA run when ticket “submitted” and “unassigned”), but I can’t figure out a way to set up filters for the second part. Has anyone else used SLAs to track similar metrics? Thanks,Emerson

131
Melissa_iiQ
L
LSMITH 637f893 normanpsObserver
asked in Tickets
Not required field being required

Two custom fields in a ticket are now requiring to be filled in, but they are not marked as being required and they do not need to be required. When I go to edit the custom field, everything looks set correctly for it to not be required. Was wondering if there is somewhere else I should be looking or if I overlooked something?

251
DDonaldson_iiQ
S
SSawyer 610a271 ortnObserver
asked in Tickets
Ticket Templates assigning to last asset or not at all

Our district is new to iiQ and our admin team has created a few ticket templates. I have noticed several issues when working with these.When I (an agent) want to put a template in they can only be accessed if I submit ticket under the user. The templates do not even show up if I select an asset.In order to even do this I need to refresh my ticket system because when I click submit ticket under the user the system will automatically pull up the last asset I placed a ticket under and templates will not show.Assuming I have refreshed and I click submit ticket under the user, I can now select a template, but when the ticket is submitted it is not submitted on behalf of the user, assigned to me, or assigned to my team. I have to manually assign everything after closing out the user’s screen and the ticket will be in the background.My iiQ admin has assured me the tickets are set to assign them appropriately.Any ideas?

463
S
C
CSeverson 360d3c3 tbcsObserver
asked in Tickets
How can I set the Ticket Status using a "From Email" rule?

We have an SNMP monitoring system that sends notifications I would like to have their own Status in our system. When editing the “From Email” rules, the action for setting a ticket status is absent, but it’s present in all the other rule engine triggers. I’ve tried adding on “When Created”, “When Updated”, and “When Assigned” rules to hopefully take place after the email rule but I don’t get any to work. Am I missing something? What would be the best method of achieving this?

611
T
bwilkerson
Contributor
bwilkersonContributor
asked in Tickets
New School Year - Same old IIQ Slowness (8/12/2025)

We really need IIQ to perform and be available consistently.  This past year we had so many issues with slowness and services being unavailable it is really frustrating.  Today is the first day of school for us and here we are again and cannot check out or look up users to see what devices they have or need because we get blank pages.  User pages that do not show their assigned devices or the constant spinning wheel.This product is crucial to our daily work and when it does not work it severely impacts our ability to support our teachers and students.

965
R
A
AThao 38030ce jacksonschoolsgaObserver
asked in Tickets
Not able to customize issue icons

I am unable to customize the icon when working in issues, but the icon doesn’t update when putting in a ticket.                                             Issue icons are visible when modifying issuesIssue icons default back to a folder when putting in a ticket. 

263
Kathryn Carter
J
JOWENS 3134d66 hcde
asked in Tickets
Email to Ticket Issues

We’ve been using the Email to Ticket feature as part of some of our beginning of year workflows and have experienced some issues that I’d like to reach out to the community to ask about resolving or at least alleviating. Our current setup is this: Microsoft Form → Power Automate Flow → Outlook Email → Ticket Creation.  We are having to use this setup due to legacy forms being already dispersed to a large group and the fact that we cannot link directly to specific issues ticket entry types in iiQ when communicating with our teams at different sites. The issues we are seeing: When using Email to Ticket, the body of the email will only partially be delivered into the ticket details. Sometimes, the ticket will only contain the first word of the email body, which requires me to reforward the email to get it to create the full body.   Sometimes there are significant delays or no tickets created, despite the email being successfully sent. I understand that this is a technically tricky feature

331
EStapf_iiQ
A
amhernandezccisdObserver
asked in Tickets
Location, location, location

So, we have staff that are reassigned for the next school year, mid-way through the school year, or staff that serve multiple schools. I have set up a view to catch those tickets that put the Location as Unassigned, but how can I catch those whose Requested For location and Location differ? The example below shows how staff are trying to correct it by putting this information in Location Details. I’m trying to teach them how to Edit Location, but in the meantime, I need to make sure our teams go to the right place.  Thanks for any help you can provide.

493
Kathryn Carter
B
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?

3096
Kathryn Carter
MHobdy 4205000 forneyisd
Contributor
MHobdy 4205000 forneyisdContributor
asked in Tickets
How to add a hyperlink in Asset Rules Engine?

How do I add hyperlinks to this Email Body field for this rule we have in the Asset Rules section? There’s no markup toolbar… I would like the user to be able to click on the OS and go to the cooresponding instructions (i.e. Windows when clicked should go to that specific URL). Any ideas? 

323
MHobdy 4205000 forneyisd
Contributor
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?

736
P
Y
ykimObserver
asked in Tickets
How can I automate this process in sending to vendor?

 Above is the biggest hurdle in a new process in my location. As it stands now, our process is: Start Ticket > Confirm Issue > Send to -Hardware Vendor- > Run a shortcut made for our team for proper routing. This is an issue due to there being upwards of 10-15+ of these type of tickets coming in bulk.Our hardware vendor uses Autotask and the “Send to” button creates a ticket for them to work. For the most part I’ve finagled it to where that “Send to” button is the only hurdle I have in making the process quick and easy. I am hoping to receive some guidance on figuring this issue out to make mine and by extension my team’s job easier.

342
Y
K
KRobison 117d65b edmondschoolsObserver
posted in Tickets
entering invoice data for non parts purchases

I am new to iiQ and am the Inventory Secretary for our school districts Maintenance Facility.  I enter invoice data information for All purchases our department makes.  (We previously came from School Dude/Asset Essentials) I know how to enter parts inventory but am searching for a way to enter any purchases (not a part) made for a work order ticket to be listed.  Besides just entering into the action notes field is there a way to set custom fields such as Invoice Date, Number, Cost, Vendor and Who Purchased to my ticket progress?  Anyone else have this available to them?

182
K
RickPummel
RickPummelObserver
posted in Tickets
Ability to filter on ticket subject

We could really use the ability to filter on ticket subjects, similar to the idea Allow Filter on Issue Description. The difference is the Subject field vs. the Issue Description. I feel both fields are really needed when filtering tickets.We often need to refer to resolved tickets from a long time ago. It is currently very difficult to find them. For example, we might be looking for every time we had to replace a projector bulb or for a specific time when computers were locking up, etc.Another way to handle this might be to allow filtering on a keyword anywhere in the ticket. I can see advantages to both (anywhere in the ticket vs. a specific field). This idea is similar to an older idea that got marked as a duplicate and added to an idea about searches that did not actually address the issue.

898
C
MPeters 48079a4 stjacademy
MPeters 48079a4 stjacademyObserver
asked in Tickets
Quick ticket or Ticket Template

I like the functionality of a Quick Ticket and would like to employ for students to use to request a new ID card. Our thinking is we’d have a kiosk type station where students could login at the IT Helpdesk. The problem I have is what I am looking for sits somewhere in between a Quick Ticket and a Ticket Template. I like the ticket template because it has pre-filled the explanation section. But with a Ticket template it’s not as straight forward (more clicks) to create the ticket. Using a Quick Ticket, it’s right on their dashboard but the explanation block is blank unlike the ticket template. The block can be left empty to create a ticket I just worry about confusion. Is there any way to bridge the gap between ticket templates and Quick tickets?

291
DDonaldson_iiQ
EEllison 317dc98 conroeisd
EEllison 317dc98 conroeisd
asked in Tickets
Help Needed: Simplifying Ticket Submission for Non-Classroom Staff & Un-Audited Campuses in Incident IQ

Hi Incident IQ Community,We’re currently rolling out Incident IQ for the full 2025–2026 school year and could really use some advice on handling ticket submission visibility—especially for users without assigned rooms.Here’s the situation: Some of our campuses have been fully audited, and classroom teachers are claiming their rooms and assets just fine. However, staff in front offices and other non-classroom roles (even on audited campuses) don’t claim rooms, so they don’t have devices tied to their accounts either. On un-audited campuses, no one has assigned assets yet, which makes things even more complicated. We’re actively working to complete audits for all campuses as soon as possible, but in the meantime, this issue is impacting many users. In both cases, these users go to submit a ticket under Devices & Hardware, and they’re shown the full list of model categories. It’s a long list, and we’re concerned it’s too confusing—especially for users who just want to report som

301
EStapf_iiQ
D
DE SysAdminObserver
asked in Tickets
Quick Tickets Not Loading

Is anyone else seeing Quik Tickets not loading? It was a bit intermittent about 2 weeks ago, now they just do not show up at all. Just says Loading...

494
D
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. 

11210
Kathryn Carter
D
Participant
Daniel PParticipant
asked in Tickets
Changing requestor based on name found in the message text

Does iiQ have the ability to parse the body of an email to automatically change the requester based on a name found in the message text?I seem to recall some time ago someone found a way of achieving this, i can’t remember whether it was natively, though some automation or something else. Thank you

291
Melissa_iiQ
E
EGimenez 590058f jusdObserver
asked in Tickets
Due Date Set by Custom Field

Hello,I have a custom field for a report request ticket that asks the user when they need the report by. I was wondering if there is a way to take the value of the custom field (date) and have it set the ticket due date to allow for notifications as the date gets closer. I’ve looked through the rules and ticket templates, and they do not appear to do what I want them to do, and there is no “if <customfield> checked, do <action> (set due date from custom field date)” syntax in the rules.This would be extremely helpful for this ticket type as many of these requests are from our Cabinet or Directors and are needed by specific dates and would make it so that there is less manual configuration on the agent’s end for a recurring ticket.Thanks!

281
AHolley_iiQ

Badge winners

Show all badges
Terms & ConditionsCookie settings
Incident IQ logo

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