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

  • 852 Topics
  • 3,504 Replies
852 Topics
R
Contributor
RWatsonContributor
asked in Tickets
SLA time against agent

We just started looking into SLA and Analytics Explorer for the agents. A question came up hopefully someone could help. When a requestor submits a ticket the Response time starts. Lets say it take 2 days for that ticket to be assigned to an agent he answers it in 2 hours. Does 2 days and 2 hours count against the agent? Same goes for Resolution time. If they close that same ticket in 4 hours would the agents Resolution time be 2 days and 4 hours? Thank youRon

2185
Erica
Contributor
M
MAnthony 913e6be elancoObserver
asked in Tickets
What is the best way to create a simplified print out of a ticket to send to parents informing them of damages?

Our district uses our student accounting system (PowerSchool) for fees. I am looking for a way to use the tickets created as a damage report to send to parents explaining the damage. The pdf print out of tickets right now gives a little bit too much information and I think it may confuse them. Anyone have any ideas on how to do this with incident IQ?

82
LWoods_iiQ
Gary_KCMO
Participant
Gary_KCMOParticipant
asked in Tickets
Permissions Needed for Users to Add Followers to New Tickets

We have a user that reached out about wanting to be able to add followers to the ticket she opens. I read a few articles on here and the permissions for List Users is one that they said was needed. This is selected and the user still cannot add followers to a ticket they are opening. Can anyone help us with this?Thanks in advance!Gary in KC

377
Gary_KCMO
Participant
J
j_collinswbObserver
asked in Tickets
Events vs Ticketing

We added Events and Facilities this summer in hopes to created a unified, seamless experience for our staff.  Unfortunately, we are not seeing that.  I have discovered that when Faculty submit an event from Ticketing, they do not have the same options as if they were in the Events platform directly.  Conversely, if Faculty are in the Events Platform, and try to submit an IT Ticket, the categories and issues I have created in the Ticketing Platform do not appear.My question is, is there a way to disable the option to submit Events from Ticketing, so that only IT and Facilities tickets can be submitted: AND, remove all of the other options when in Events.  So it would force all Faculty to use Events to Submit Event reservations and NOT submit IT tickets.   What would be ideal is if everything behaved the same in Ticketing and Events, but we are just not seeing that right now.  It’s causing unnecessary confusion for Faculty.

231
Kathryn Carter
S
stleeObserver
asked in Tickets
Disabling notifications for specific ticket types

I’m pretty sure there isn’t an option to do this but thought I’d double check. Several of our site based technology people would like to turn off notifications for ticket changes but only for specific ticket types. For example, they’d like to get updates to things like website block/unblock requests or provisioning requests, but not Chromebook repair tickets. Mostly because there are far more repair tickets than anything else and it’s a lot of inbox clutter.

211
DDonaldson_iiQ
S
SO'Neal 117458e mursdObserver
asked in Tickets
Create a ticket when asset is checked out / resolved when checked in

Hi there! TL;DR check loaner iPad out → creates a ticket for that student. check loaner in → resolves the ticket. How? I’m sure this has been answered multiple times and I’m sorry for doubling up. Our front offices are trying to get a better handle on how students are checking in / out loaner iPads. Right now, I have a loaner pool through the Spare Pool app, and when we check in out it assigns it to the student no problem. When we check it in, it unassigns it no problems. Now when I go to the rules engines, I want to make a rule that when a student checks out a device (regardless of who actually uses the check out), it automatically creates a ticket assigned to that student under the issue “School Loaner”. I also would like it to update that ticket to Resolved when that device is checked back in. I’ve tried various rules but none seem to do exactly what I want!--a=1-->

291
Kathryn Carter
A
AGuzmanObserver
asked in Tickets
Restricting “Work Tickets” Permission to One Ticket Type While Allowing Ticket Creation for All Types

We’re trying to configure permissions so a specific team can create tickets for any ticket type, but can only work (edit/resolve) tickets from one specific ticket type. Has anyone found a way to prevent a team from working tickets outside of their designated type, while still letting them create tickets for any type? Any suggestions, creative workarounds, or confirmation that this isn’t possible would be greatly appreciated.

240
A
M
MDrew 393fdd0 chelmsfordObserver
posted in Tickets
Staff starting tickets

Recently, we have seen an issue where our teachers are able to click “start ticket” after creating a ticket, which assigns said ticket to them. This creates a problem because our team won’t necessarily see these tickets unless we pore through all our open tickets. Has anyone else experienced this issue?

23520
CAustin
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?

17413
Kathryn Carter
E
Contributor
ebloomfield33Contributor
asked in Tickets
Staff/Faculty don't see On Behalf when creating ticket

Wanted to know if only Agents can assign tickets to other users.  We have some staff/faculty members we may want to be able to do this but when they are creating ticket and choose requester they don’t see the option to create on behalf of someone.  Is this only for Agents?

314
E
Contributor
O
OVichaikul 640c7de trfschoolsObserver
asked in Tickets
Reminder to Agent on submitted tickets

I would like to set automatic reminders to my agents that they have a submitted ticket waiting. For example, if ticket is still in “Submitted” status then it will send a reminder every two days that the ticket hasn’t been started yet. I’m thinking it should be:Days Stale > 1 Status = SubmittedAfter that I’m not sure as I only want the message sent to the Agent and not the Requestor.

415
T
T
TCunning 583467e pfisdObserver
asked in Tickets
Anyone really good with Variable Data?

I am looking to see how I can add a variable that is connected to the last approver?  Example: Our software review process goes through several approvers, but the very last approval is from our cabinet and then it automatically resolves.  The rule I have is that once the Approve, it will send an email letting them know it was approved and to save this email as a PDF to be attached to any PO request.  Finance wants it to show who that approver was in the email, but I don’t see any variables that are related to the approver process.    

201
Kathryn Carter
C
Clint FosterObserver
asked in Tickets
How do I sort search results?

Hello, I’m having a difficult time figuring out how to sort my search results. There are more than 100 results, and they don’t appear to have any kind of discernible order. Am I overlooking an obvious way to sort them by ticket # or date? I suspect that the answer is “just create a custom view every time you want to do a basic keyword search,” but hearing that answer will make me unhappy.

231
Kathryn Carter
B
BWalker 810d8d7 polkschoolsflObserver
asked in Tickets
Agents are unable to merge duplicate tickets that haven't received approval.

In our HR Module, Agents are able to merge duplicate tickets but on ones where the ticket didn't get an approval done for it, it won't let them merge it. Do they need more permissions to be able to do that? 

416
DDonaldson_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?

2878
davecarty
Participant
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.

332
Kathryn Carter
M
MWilliams 3707212 tbcsObserver
asked in Tickets
Report/View Open Tickets total by Agent

Hi all, On the facilities dashboard, there is a standard “open tickets by location” report. I would like to create another one that is the same logic but “Open tickets by agent”. So, a summary count of open tickets by agent. Has anyone been able to create a view/report that incorporates a counter like that? I am only able to pull standard columns into the view and have not been able to find a way how to tally up the lines. Thank you! Minette

353
LWoods_iiQ
C
CCassidy 8005211 rtnjObserver
asked in Tickets
Ticket template: Device Renames

I am trying to create a ticket template that will: Add the asset tag of the device.  Technicians can use this template to rename a device.  It needs the device serial number, asset tag and student id.  Is there an action or a way I can create this kind of template?  

191
LWoods_iiQ
C
Contributor
christine214Contributor
asked in Tickets
IIQ having issues this morning?

Is IIQ having issues this morning?  We are having lots of issues loading tickets.  Get either this loading page or nothing at all. 

12114
Kathryn Carter
S
SOuellette 663c2b3 westwoodObserver
asked in Tickets
Remove last year's tickets from user view

Is there a way to remove tickets from a user view from the previous school year? I’m guessing I can make a rule that will do this but wondering if there is another way. Or, do I need to create a saved view that will remove them from being visible?

341
J
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.

1277
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

371
LWoods_iiQ
B
BBaird 779470 kentonObserver
asked in Tickets
Custom Mobile App Notifications?

When getting an IIQ app notification, I’m curious if there is a way to see a more in-depth version of those. For example, when getting notifications, I see something like “ticket #1234 updated”. Is there a way for the notifications to show a brief issue description? That way I can see a preview of what the end user said in the ticket or at least get an idea of what the ticket is for without opening up the app. 

221
DDonaldson_iiQ
bcouch
bcouchObserver
asked in Tickets
Ticket View "or" Filtering

I am attempting to create a custom ticket view that includes tickets assigned to a team or the agents in that team. Our workflow currently is that network tickets get assigned to the “Network Field Team” and from there when one of the team members is ready to work the ticket they assign it to themselves. I want the view to include tickets that are assigned to “Network Field Team” with no agent, assigned to an agent on the “Network Field Team” with no team assigned and assigned to an agent on the “Network Field Team” and then team. Currently I cannot find an “or” option that would allow me to accomplish this in IIQ; I can only see all options if I have two separate views, since if you add both an agent and team filter to a custom ticket view, it only shows tickets that meet both of the requirements, not one or the other. 

261
AHolley_iiQ
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?   

847
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.

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