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

  • 788 Topics
  • 3,295 Replies
789 Topics
MAndrada 510b733 powayusd
MAndrada 510b733 powayusdObserver
asked in Tickets
Is there a permission setting that allows the Staff or Faculty role to use the global search to search for their own tickets or ones they are followers on?

I came across a post mentioning that, by default, the Faculty and Staff roles cannot use the global search feature to find tickets — even those they’ve submitted or are listed as followers on. However, some of our Faculty/Staff members have multiple pages of tickets, so having access to the search functionality would be very helpful for them (that way they can search by certain keywords or for a specific ticket number).I found that enabling the “View Tickets List and Details” permission allows the search feature to work, but this also grants visibility into all tickets — which we want to avoid. I’ve tried restricting the scope using the “User’s assigned location” conditional filter, which helps lower the number of tickets visible, but this doesn’t limit the view to only the tickets a user has submitted or is following.I know that enabling the “View Tickets Nav Item,” allows them to create custom views as well as can limit their view to only the tickets they are following - but again, w

6410
Kathryn Carter
A
along0931Observer
asked in Tickets
Ticketing to Email Question and Parent Account Access

Currently, our SIS team receives emails from people outside our domain, like parents. The team is looking for a solution that can assign emails to members of the team to indicate ownership of work. I know we can use IIQ to set up a way to create tickets from an email address and have those tickets assigned to a team. One of my concerns is that we don't allow parents to have accounts created in IIQ. This means when a parent gets an email response from IIQ saying they have a ticket created based on their sent email, they're going to see a button that says "View Ticket Details." When they try to click on this button, they will get an error message when they try to log in. I also know we can work around this by having accounts automatically created. The problem I have with this process, though, is the possibility of the parents discovering the agent's email address or phone number within the ticket. They would like to make sure their contact info isn't automatically discovered by the publi

211
BStead 367a84d nclack
therealt
therealtObserver
asked in Tickets
email to ticket auto location set

Can I setup a single email address to receive all helpdesk requests and then automatically set the location of the ticket based on the location of the sender?  Our IIQ instance is Google integrated.  IIQ should “know” the location of the sender.

925
Kathryn Carter
bclark
Mentor
bclarkMentor
asked in Tickets
Ticket Creation Rule seems to be ignoring who the agent is?

Possible bug? Maybe (hopefully) operator error? I was trying to create a rule today to act on tickets submitted by 2 specific Agents. I was testing and created a rule under Ticket Creation where the only filter was Agent is bclark. I would then enable this rule and move it to the top of the "Tickets When Created" list.What I found was after creating a ticket the rule was not triggered. The log just says it doesn't match the filter. The only thing I can think is that when I create the ticket it's not recognizing me as the Agent. I tried a couple other routes. For example, was the source the app or mobile. This was ignored too (in this case the app WILL be the actual source). I also tried adding a custom field to my profile and that wasn't an option for filtering. Neither is who submitted the actual ticket.Interestingly, other ticket created rules I have are working fine, ie if it has this issue give it to that agent.Any ideas? Edit to add I also tried a “When ticket is updated rule” and

9111
T
R
RStiles 600a3e4 bmtisdObserver
asked in Tickets
Duplicate tickets being created from email

Hi Everyone! We just started with iiQ (2nd full week in) and are running into an issue with duplicate tickets. In this instance two seperate emails were forwarded to iiQ and tickets were successfully created, but each ticket was created twice. We have gone through the tickets and verified they are the exact same and talked to the sender and confirmed they only sent the email once per ticket. Any ideas on what could be causing this or how I can prevent it in the future? We will be using the email to ticket feature a lot and the last thing we would like to see are a lot of duplicate tickets. Also another question related to these tickets. For both of these tickets the body of the email was not included in the creation of the ticket, so we are only seeing a subject line and a blank ticket, plus the picture that was attached. When going to the emails tab on the tickets and opening the originating email message you can clearly see and read the body of the ticket.Any ideas on that? Thanks fo

241
Melissa_iiQ
TCummings 9174959 juhsd
Contributor
TCummings 9174959 juhsdContributor
asked in Tickets
modify or customize email notification subject line or email rule variables on ticket creation

Is it possible to modify ticket notification subject line to include more detail? We have a ticker that uses the subject line to display and would like to have an email sent on ticket creation with ticket number, subject, location etc.   I tried creating a rule but did not see a way to create variables or expressions in the email rule. For instance are old system web help desk had this: <ticket_id> = Ticket number <request_type> = Request Type <status_type> = Status Type <priority_type> = Priority Type <client> = Client's full name <client_short> = Client's first initial and last name <client_phone> = Client's primary phone <client_email> = Client's primary e-mail <assigned_to> = Party responsible for Ticket (Tech, Tech Group, or manager) <assigned_to_short> = Short form of <assigned_to> (uses initials for first names) <tech> = Tech's full name <tech_short> = Tech's first initial and last name <tech_phone&

5296
Kathryn Carter
E
ERoscher 4731c78 vsdbObserver
asked in Tickets
Semi-Annual Ticket Template

We’d like to be able to make ticket templates for our PMs at a semi-annual (twice per year) frequency. The system has options for annual and quarterly which we can work with, but a lot of our PMs are scheduled on a semi-annual basis to match the start and end of the school year. We could write two different ticket templates (Spring/Fall) under an annual basis or make it a quarterly PM and ignore two of the quarters, but neither are efficient. 

121
EStapf_iiQ
BStead 367a84d nclack
BStead 367a84d nclackObserver
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?   

415
Kathryn Carter
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.

314
Kathryn Carter
K
KHarrigan 9574319 woodridge68Observer
asked in Tickets
Sorting by status-changing order of how it's displayed

I have read through quite a lot of knowledge-based articles, but I’m not finding the specific situation I’m trying to do. I would like when I sort something by status to have a specific status be listed first. I would like for submitted tickets to be shown first. 

453
Kathryn Carter
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? 

492
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. 

331
DDonaldson_iiQ
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!      

293
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? 

181
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

10410
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

222
Kathryn Carter
I
I.T. tech MayfieldObserver
asked in Tickets
Comments seen by ticket requestor when comment was supposed to be hidden, how?

 

556
I
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?

582
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) 

162
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?

13311
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-->

321
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! 

273
J

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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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