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Tickets

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

  • 780 Topics
  • 3,261 Replies
781 Topics
M
moffittpObserver
asked in Tickets
Agent unable to print tickets

Hello, I have an Agent who is unable to print tickets. It is giving them this error StatusCode":401,"Message":"Attempted to perform an unauthorized operation.  Is there a permission that needs to be enabled in order for them to print these tickets? I couldn’t find any in the permissions tab. I’m an IIQ Admin so I was able to print a ticket with no problem. I wasn’t able to see how to enable printing for the Agents. Thanks!      

163
Hannah Bailey
J
j_collinswbObserver
asked in Tickets
New Blue information button Button in ticket details

This blue information button started appearing a few days ago.  In my environment, it jumps all over the screen as you are adding information to a ticket.  Is there a way to remove this? 

151
Hannah Bailey
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

9210
N
J
Contributor
jbartruffContributor
asked in Tickets
Due Dates to include time

We would like to have time added to due dates as this would be useful when scheduling appointments with staff for such things like deploying equipment

162
Kathryn Carter
I
I.T. tech MayfieldObserver
asked in Tickets
Comments seen by ticket requestor when comment was supposed to be hidden, how?

 

486
I
D
DMueller 1332fb6 cusd200Observer
asked in Tickets
Create ticket if a user is set to no access with assigned assets?

Is there a way to have IIQ automatically generate a ticket if a user status it set to No Access (disabled), but they still have an asset assigned to them?  We occasionally have staff and students leave the district with their devices and we want a way to have IIQ identify those devices easily and auto generate a ticket for our helpdesk/inventory manager to follow up on.

192
D
V
VJape 197a903 apsObserver
asked in Tickets
export error .. how to find the log files for the error

I have a error in exporting data from IIQ views. got a error Error! [One or more errors occurred. (Name or service not known)] need to know what is the issue is

303
Kathryn Carter
D
Donny007
asked in Tickets
Create Multiple Independent Tickets From One Submission

We need to create 2 tickets from one user submission. These tickets are not to be linked or parent/subtickets of each other. We need the exact same issue description in both tickets. The tickets will go to separate teams based on rules. Is this possible?

432
D
J
JSanic 607fe2f friendsObserver
asked in Tickets
IIQ Events - Set up and Break down times

Is there a way to remove the set up and break down times from the event requests?

181
AHolley_iiQ
J
JBauer 693f843 mvaObserver
asked in Tickets
Character Limit on Issue Description

Is there a character limit when adding text in the Issue Description box?We have started creating tickets via API and would like to know if there is a character limit so we can prevent errors from happening when attempting to create a ticket.It would also be great to add a character limit amount to the Issue Description section on the front end, as well. (i.e. Character limit: 0/500) 

142
J
MWalker 4236c95 cherokee
MWalker 4236c95 cherokeeObserver
asked in Tickets
Limiting who can change a ticket status.

We have an issue with resolved tickets being re-opened even though the original issue was resolved. Is there a way to disable requestors or “Staff” from changing the status on tickets?

12911
EStapf_iiQ
B
bribriggsObserver
asked in Tickets
Exporting agent data with resolution comments

I would like the ability to export data to a csv file of an agents and thier responses/reasonings to closing of tickets. !--a=1-->

251
CDay_iiQ
ADeLacy
Participant
ADeLacyParticipant
asked in Tickets
Ticket loading issue

This just us, or are tickets / IIQ not loading fully right now ? 

11720
MLocke 773d4ae eacs
J
JAcevedo 800fc53 siatechObserver
asked in Tickets
Email Notifications Repeating

When we receive email notifications it recently started repeating actions. Has anyone else seen this? Not a huge issue but just wanted to see if there is something that we may have changed that has caused this. Attached a picture. Any help would be great. Thank you! 

263
J
CNeuman 5536568 bcps
CNeuman 5536568 bcpsObserver
asked in Tickets
Days Stale column

Is there a way to add a days stale column in the column view.  When viewing stale tickets, I want to see how many days they have been stale.

343
CNeuman 5536568 bcps
J
JSanic 607fe2f friendsObserver
asked in Tickets
Adding followers to email ticket based off CC

Is there a rule I can set up for when a faculty or staff member adds an external email to the CC field it adds them as a follower to the ticket so they can follow along and submit comments?  

424
J
Participant
MLocke 773d4ae eacs
MLocke 773d4ae eacsObserver
posted in Tickets
Another Student Broke Device

This is our first year with IncidentIQ and we have only had a couple instances of students breaking another students device. I was curious how others create tickets for situations like this. Currently we have been opening two tickets, one with the requestor as the owner of the device. Then another with the requestor as the student that broke the device.

422
Kathryn Carter
MHobdy 4205000 forneyisd
MHobdy 4205000 forneyisdObserver
asked in Tickets
Follower Ticket Experience?

What do followers see on a ticket if added to one?What actions can a follower do on a ticket they’ve been added?I read in the iiQ KB that they will receive email notifications when the ticket updates, but is that all?

549
EStapf_iiQ
J
JSiders 573eb2f cherrycreekObserver
asked in Tickets
I put in a daily ticket but it is always assigned to the wrong person

I put in a daily ticket but it is always assigned to the wrong person.  After the ticket is submitted I always resign it to the correct person.  Well the person that the program is always assigning it to doesn’t want to see this daily ticket come his way.  How to I make this daily ticket go to the correct person when I submit the ticket.

507
J
MCizdziel 61720c4 friscoisd
MCizdziel 61720c4 friscoisd
posted in Tickets
Are you using Resolution Actions data to drive decisions?

Hi all,We’re evaluating how our team uses the “Resolution Actions” feature in IIQ. We’re trying to better understand where consistent, well-structured Action data can lead to insights that impact operations, planning, or support strategy. We’ve got some ideas of our own, but would like to gain outside perspective as well. I’d love to hear from other districts: Have you used Resolution Actions data specifically to inform decisions around things like device lifecycle planning, equipment purchases, staffing, or support workflows? Was Actions data the main way you uncovered the insight? Or could the same conclusion have been reached using other fields already filled out by the requestor when they submitted the ticket (like issue type, device type, or category)? Thanks in advance for sharing!

353
J
Specialist
T
TLandry 5339285 orangeusdObserver
asked in Tickets
API call to retreive all tickets for a certain issue

I am trying to create a script that will look to see if a ticket of a certain issue type has been created for a specific user and if not, create a new ticket for that user. I have tried every source I could find to simply get the records for tickets in general. I have been able to get a single ticket using “https://[DOMAIN]/api/v1.0/tickets/{TicketId}” as well as add comments to a ticket with “https://site.incidentiq.com/api/v1.0/tickets/{{Ticket ID}}/activities/new“ but I cannot find a way to pull multiple tickets that works.If I could get any direction on this matter I would be so appreciative.

517
T
J
JSanic 607fe2f friendsObserver
asked in Tickets
Adding an external follower in Events

Hi Is there a way to add the “Additional Followers” field in the form for events?

637
Kathryn Carter
I
iljared98Observer
asked in Tickets
Pulling parts / custom fields on a ticket via API?

I’m having some success with pulling data with the IncidentIQ API, but I’m missing a couple of things for a project I’m working on. Has anyone had experience with pulling information for parts (i.e. this ticket had a broken screen) and custom fields for tickets programmatically? It’s not a necessity but would be greatly beneficial to what I’m working on. Below is my current Python code:from datetime import datetimeimport requestsimport tomldef main(): config = toml.load("config.toml") api_key = config["API_KEY"] iiq_domain = config["IIQ_DOMAIN"] ticket_id = input("Ticket ID: ") ticket_asset_url = f"{iiq_domain}/api/v1.0/tickets/{ticket_id}/assets" ticket_url = f"{iiq_domain}/api/v1.0/tickets/{ticket_id}" headers = { "Authorization": f"Bearer {api_key}", "Content-Type": "application/json", "Accept": "application/json" } ticket_asset_response = requests.get(ticket_asset_url, headers=headers) ticket_response = requests.get(ticket_url, hea

311
Kathryn Carter
J
JSanic 607fe2f friendsObserver
asked in Tickets
Adding Event custom view to dashboard

Is there some way of adding an event custom view to my dashboard on the events portal?

365
Melissa_iiQ
T
TAbuselidze 9707c08 rqsObserver
asked in Tickets
Update part count in a ticket

Is there a way to add parts to inventory from a ticket? We have devices that we part out if the parts are viable and then add them to our inventory.

333
Melissa_iiQ

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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.

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