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

669 Topics
2,748 Replies

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669 Topics

esamObserver

asked in Tickets

Limit ticket access to group

Is there a way to limit access to certain tickets to a team?I have assigned the ticket to a team but other agents can still view it. We want to limit access to tickets that might have sensitive data.Thanks

ENelson 5407eb1 ahschoolsObserver

asked in Tickets

Subticket assignment help

When creating a subticket with a rule or template can I assign the requester to work the subticket automatically? We are trying to set up iiQ to create subtickets automatically when a certain ticket is created, and have one of those assigned to the original requestor of the parent ticket.We have tried setting the ticket template set to “assign to submitter” as an “action” but something seem to be conflicting with that and It keeps going to “System Service”

RSpino 403f971 e2ccbObserver

asked in Tickets

Labor Hours Report

I need a way to be able to pull these labor transactions into separate lines on a spreadsheet. Does anyone know how to do that?? Every report I do either combines the total labor hours or it will give me 2 lines but both lines have both labor totals. This should be very simple to do since each labor transaction is its own record.

JSnodgrass 836fc4 ysd7Observer

asked in Tickets

Is there a way to display the room number on the default view of tickets?

Often I use the app on a smart phone. It would be nice to see the room number without clicking into the ticket and scrolling to the room number?

MWhited 1874319 heartlandaeaObserver

asked in Tickets

Out of Office message on ticket creation

Our office is going to be closed for the holidays. How do we include an out of office message on every ticket creation email?

esamObserver

asked in Tickets

Dynamic Filters

Hi all,Is there a way to create a ticket view that has dynamic filters based off team and location? Maybe iiQ has a permission setting that will do this?We have 10 locations and 3 roles at each location. I am hoping I don’t have to create 30 views.Thanks

MPeters 48079a4 stjacademyObserver

asked in Tickets

When changing issue the ticket reverts to "start ticket"

Recently I’ve noticed a change in behavior when I “Change Issue”. Because all of our tickets come in via email we assign the generic “Other” issue to it when it’s received. Then the ticket is assigned to our team and then an agent. The agent will then update the issue using the “Change Issue” button.Recently I’ve noticed now when I push Change Issue, it reverts to start ticket after changing the issue, even though the ticket was already started. We have to then click start ticket again to the issue will be changed and confirmed. Is this the intended actions moving forward?

JRowe 1017e3 scucObserver

asked in Tickets

Ticket - Assigned user - Filter by Role - Change for all

This is great that the agent role is set to the default when assigning a ticket to another person but we have many others that are admins and it still adds a extra step. Is there a way to set admins and agents as the default?

CSlobodian 8175692 hcsdObserver

asked in Tickets

API Ticket creation

I am trying import some tickets from an old system via the API. The only thing I am not able to figure out is setting the created date to the date from old system and not today. The API responses have the created date in the format of YYYY-MM-DDTHH:MM:SS as in 2024-12-12T14:30:00 but when I try that format it doesn’t seem to work and sets the date to today. Is there another format or can created date not be anything but today?

SMarion 490b5a6 purcellps

asked in Tickets

How add custom fee

How do you add a custom fee. There are already some options, but I don’t see where to create custom fees that can be made for tickets.

nunesaObserver

asked in Tickets

Ticket is attached to device, but not the owner of the device

I had a couple questions about best practices when creating tickets. We've noticed that when creating tickets for chromebooks or iPads using the "New Ticket" Button, once the ticket has been created the ticket doesn't attach the owner as " requested on behalf of " unless we do it manually after. Is this normal? If I create a ticket on the device info page it does attach the asset owner automatically. Is there a reason for this? or is it just a glitch?

Rich BykowskiObserver

asked in Tickets

Ticket reporting

Hello- Is there a way to run reporting based on tickets? Examples being:Users with the most tickets Assets with the most tickets I’m looking for options to dig deeper into ticket numbers and to see what users/assets have the most issues over time. Analytics is nice for a bigger picture view, but hoping to see more. Thanks.-Rich

chewbContributor

asked in Tickets

USB Webcam not working

Is anyone else seeing this issue where a usb webcam is not working to take a snapshot? I have deleted cookies, restarted the browser and computer, tried a different webcam, tried a different browser, made sure that allow is set in camera settings, and it is still not working. Any help would be much appreciated.

bbeaudetteParticipant

posted in Tickets

How to manage projects in IIQ

In my soon-to-be previous ticketing system, I could create ticket ‘types’ and apply SLAs to those types. For example, most support requests are ‘issues’ (broken screen, can’t connect, etc) that get a standard SLA (reply in 1 day, resolve in 1 week). However, some are ‘projects’, such as building a new computer lab, refreshing network infrastructure, etc that would get a much different SLA (reply in 1 day, resolve in 30 days).In IIQ, I only see ticket ‘status’ as a way to create this functionality or building a new issue chain. Using status is not preferred, as project tasks also need a status field. Building an issue chain requires building duplicate issue types under a project issue category.How are other IIQ users leveraging the system to manage quick/standard issues versus long-term/complex project issues?

TPeracchio 9737fb3 psdObserver

asked in Tickets

Manage technician's ticket queue

How do you restrict a technician's view to only see tickets they are assigned, or teams they belong

ZGarber 4208988 glshelp

asked in Tickets

Change Default "Select User" Option

We use a lot of different roles in our district. When we click on a ticket, and assign a ticket to a user, or even change the assigned user, the default role is agent, however, we assign half of our tickets to staff and the other half to IIQ Admins, up until recently the default option was Staff and I’d just search the user I wanted to assign that way. But now the role is agent, and I have to change it to Staff. Furthermore, on mobile, I have no option to assign tickets to anyone who isn’t an agent. Is there any update planned to fix that?

PatObserver

asked in Tickets

Users instead of agents

When assigning a ticket it now shows users instead of agents. We don’t assign tickets to our students yet we have all the students in our district in as users. Could it be changed back to Agents? Pat

enunezObserver

asked in Tickets

All users show when assigning ticket

Hello,When we go to assign a ticket the list now shows all of our users. Previously it would only show Agents. Now we have to click Filter by Role and then select Agent. Is there any way to have only Agents available to assign tickets to? Thank you!Eric

SHollis 577db3 berrienspringsObserver

asked in Tickets

Cannot resolve two tickets due to returning spare glitch

I have two tickets (#14261 and #13723) that cannot be closed due to a glitch that occurs when trying to return them to spare pool. I have returned the spare and it is no longer assigned to them, however it won’t complete the action therefore preventing the ticket from closing.

bwilkersonContributor

asked in Tickets

Tickets being submitted without anything in "Describe your issue"

I am seeing tickets submitted without anything in the “Describe your issue”. I thought this field was mandatory for all tickets. This is new behavior and was wondering if it was a bug or something in settings I need to check to ensure that this field is mandatory. I could not find anything in the options.

BReller 267f2f4 bettendorfObserver

asked in Tickets

I created a stale rule as a reminder for the requestor at 5 days and then on 7 days which was also set to automatically resolve. It has all worked (the emails on day 5 and 7), but my ticket did not automatically resolve on the 7th day even though I set that up in the rule (see below). My tickets require us to confirm the issue and then set an action before resolving. Is that why it didn’t automatically resolve? The only issue there is that there’s no option at the bottom to add an “action” to the ticket before setting the status to resolved. Maybe I’m missing something though!

bwilkersonContributor

asked in Tickets

IIQ Painfully Slow and not loading today (12/2/2024)

Anyone Else experiencing major performance issues with IIQ today? Navigating tickets that do not load and if they do I cannot add actions so I can resolve tickets.

ginger.mckenzieObserver

asked in Tickets

When a subtask is approved used in a Rule to update a ticket

Is it possible to use the approval of a subtask in a Rule that would update our ticket (looking to send it to another Team when the subtask is approved).Maybe I’m missing how to do this?Thanks

kimhallObserver

asked in Tickets

IIQ HTTP Error 503. The service is unavailable.

Can we get an update? Please

JSanders 397a803 rbbschoolsObserver

posted in Tickets

iiQ Slow to Load

Is anyone else experiencing slow load times with iiQ today? We are experiencing issues with tickets not loading and ticket views not loading or taking a very long time to load. Anyone else?

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