Tickets

I am wondering what this option does if you say yes?

Looking at this documentation to create a Ticket and add a Follower at the same time.https://apidocs-cdn-g84-useast2.incidentiq.com/docs/v1/c2063c5b4a522-submit-a-new-ticketBut, I’m unsuccessful.  Is anybody able to accomplish this?I’ve tried“TicketFollowers”: “UID”“TicketFollowersUserIds”: “UID”“TicketFollowersUserIds”: [“UID”]

Often, we need to search quickly for a ticket by using a particular word, and nothing comes up.  Even searching in Assets, the search usually doesn’t yield any results when doing a quick search for a keyword.  This is very frustrating, and we would like this to be improved.Also, is there a contact number for support, or do we contact our previous sales rep or trainer???

I tried to create a rule that will email a team one year after a staff member leaves so they remember to go back and delete the account. I added a custom field to my ticket template called “follow up date.” When the agent creates the offboarding ticket, they enter a date one year from that day in that field. Then I created a rule with the On a Schedule trigger to look every day at 7am and see if they find a ticket that is Resolved with a Follow Up Date of today and email the team. But I’ve done two test runs now, and I’m not getting the email. I’m guessing that I set up the rule incorrectly, but I have no idea how to fix it. Any help is greatly appreciated. 

Was just walking some of our agents through dashboard options and they do not have the Tickets by Agent or Tickets by Team. Are these limited to iiQ Administrators only or should all agents have them?

Good morning! What’s the best way to setup IIQ for the following idea?  My tech will submit a ticket for a broken screen and perform the repair.  After he is done, I want to get notified that I will now need to generate an invoice for the student and their family.  I feel like I’m over thinking it, but wanted to see what others have set up. Thanks!

I have an issue where requesters can see internal comments even when we dont click the “visible to requestor” button.  I checked the users role and he is faculty.  Any suggestions on why this might be happening?  I’ve looked at the settings, but some of the items that look like they would need to be unchecked look as if it will mess their account up.  Any help would be much appreciated.

Hello, I am wondering if there is a way to move tickets from “Ticketing” and reassign to Facilities or Human Resources module?

[See end - I Figured this out]Hi All,I created an action in the rules engine that sends an email to a user with some variable data points inserted, but the engine is not inserting the data like it’s supposed to and the user is seeing the variable names rather than the real data.  Hoping someone can help me figure this out or clarify why it’s not working.This is within Events Module > Admin > Rules.  I have “Events > When ‘Approved’” selected.  I have a rule that looks if the submitter selected “yes” to needing food services.  The first action is a ticket gets created.  The second action is “send email alert to user.”In the subject line for my email to the user, I’ve inserted the following:NOTICE: New IIQ event requiring food service - Ticket #{{Ticket.TicketNumber}}In the body of the message, I’ve inserted the following:A new event has been submitted requiring food services.Ticket Number: {{Ticket.TicketNumber}}Ticket Subject: {{Ticket.TicketSubject}}Created: {{Ticket.TicketCr

We want to create a student intern role to help create/work tickets but do not want those interns seeing other students/users sensitive information, such as student id, phone number, etc.

Hi there, I am wondering if anybody has found a way to filter out tickets that are assigned to a problem ticket. We have a view for our “stale” tickets, and we are looking to exclude tickets that are part of a larger issue (since it may take more time to solve than most). This could (but doesn’t for our case) extend to things like SLA timers.

Anyone out there a single building K-12 or a smaller district?  Looking to see how others are using the “Locations”.  We are redoing all of our room numbers and I got to thinking how to split the building inside of IIQ.  We have an elementary end and a MS/HS end, but sometimes being float between areas.  Also, do you do locations for things like Athletics? Just wanting to see what others are doing as we blow out our IIQ a little and clean it up.

I have a school district that has a spreadsheet of devices and their problems. They are using the Trafera implementation as well to have them sent off for repair. They are asking if there is a way they can upload that spreadsheet into IIQ and it auto-generates tickets for each device. I’ve look around on the site and could not find anything that looked like a way to do this. WIth all of the blanks and boxes that need to be filled out on each ticket, I didn’t think there was to begin with either. But I’ve missed things before and thought it wouldn’t hurt to ask.If this isn’t an option, would it be something that could be implemented? Maybe at the understood loss of more detailed information, like site codes and people? 

I want to enable File Attachments in Remote Support Ticketing, but I want to ensure this does not create an issue with malicious files being attached to tickets we receive. Does IIQ provide any sort of security measures regarding the files that can be attached to tickets, such as scanning attachments that are submitted in tickets? Any help is appreciated. Thank you!

We have an auto reopen rule that says, if the status is Resolved and Comment is updated within 5 days of the ticket, then it is set to In-Progress.Issue: When a user performs a reaction on an email it automatically re-opens the ticket. I am looking for a solution to avoid that.

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

I need to change the options that show up when you click “new ticket”. I would like to create a custom category that would go be positioned first. Some of the options are irrelevant for us and only make it more challenging for users. 

Anyone else have issues with printing standard Avery 5160 Labels?  We created a template with exact label dimesions of 1” x 2.625” and it continues to not space correctly vertically or evenly. The labels run off to the next label..  This is very frustrating. It makes the module unusable.  Is there a trick we are missing to make them come out right?

How are you going about being notified of New Tickets other than logging into and living in IIQ all day?We don’t auto assign tickets quite yet, as there are only two of us, and we try to prioritize them and work them as we get them.  I have noticed, that when new tickets are submitted by my users, that neither of us get email notifications.  The only way either of us know about a new ticket is if we look for new tickets in IIQ.I don’t see an option for “Ticket Creation” notifications for Agents in the Site Settings.  What is the best practice here?Thank you all in advance for your help. 

Is there a way to force a ticket to start/get assigned to an agent if we put a comment in a ticket? I thought this was happening in my previous district, but it’s equally likely I was just in the habit of hitting “start” every single time.

Can requesters select a parent asset such as a Chromebook cart during ticket submission and then choose one or more linked child Chromebook assets from that cart, based on room/staff associations?

Hello, We have a third party app that sends a email to IQ support to open a ticket when x happens (like the camera is offline). We would like to turn off all email notifications for that guest accounts so that IQ doesn’t send any emails to that email account. Is that possible.  ThanksRon

I am trying to help some of our tier 1 technicians help track tickets that were waiting on requestor where the requestor has responded. Right now the ticket just shifts back to in progress but sometimes that can create issues where they miss that email/status change. Is anyone out there using any creative rules or other ways to keep better tabs on tickets where requestors have responded already? I tried out using a ticket update rule where it looked for any update on a ticket where if it was Waiting on Requestor it would flag it, but that might cause issues when internal updates/comments are added to tickets by a technician.

Is there a way to export configured issues/resolutions from one model and import them into another one? We have over a hundred different device models and get new ones all the time. I would like to be able to configure one model’s issues and subsequent resolutions, export them and import them into other models so I don’t have to manually add them to each model we have in our system. 

Our agents wanted a rule / status change when a requester replies to a ticket. I created a custom status “Waiting on Agent” with the workflow stage “In Progress”. I created a rule that should trigger when a requester comments, the status changes to ‘Waiting on Agent”.However it seems that I can’t get the role to filter out when an agent comments (however, if they select “waiting on requester” it will change the status). I do the help desk, and assign tickets to other agents. So if I commented, it will say “waiting on agent” (which is not what I wanted for the rule).   Here is the original rule I had:   I made a copy changing the status (only close if required steps) and excluding agents instead)  None of these seem to prevent the rule from triggering when an agent comments. Is there a piece I’m missing in my  rule condition or is this related to the custom status workflow stage “in progress” somehow? Any advice is appreciated!