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Tickets

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

  • 764 Topics
  • 3,180 Replies
765 Topics
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.

164
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?

577
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

201
Kathryn Carter
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

252
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?

295
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.

263
Melissa_iiQ
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?  

333
Melissa_iiQ
J
JSanic 607fe2f friendsObserver
asked in Tickets
Line spacing too much in emails

Hi We are wondering if there is a way to correct the line spacing on comments when viewing them through email. Please look at the example below.  

555
Kathryn Carter
J
JRowe 1017e3 scucObserver
asked in Tickets
Required field in ticket for accidental damage

Is it passable to to make a required field somewhere in the ticket side to have a tech select if the device was “Accidental damage, Student damage, or Staff damage” and be able to filter the results after the ticket is closed?   

353
Kathryn Carter
Z
Contributor
Zane GrovenContributor
asked in Tickets
Custom Fields not updating after issue changes

Our helpdesk has created a new custom field for intentional damage to devices. This custom field is set to be automatically applied to any ticket that has the “RMA” Issue. What we are expecting to see is that any ticket that currently has that issue assigned to it updates with that new custom field. What we are actually seeing is that if a ticket is opened under a different issue and it’s changed to “RMA” the custom fields don’t update to reflect that new issue. We are also seeing that if the ticket was opened before that custom field was added it will not get the new custom field.Is anyone else experiencing anything like this? Is this working as intended and if so, how to I get the new custom field added to all tickets with this issue?

241
Kathryn Carter
C
Clint FosterObserver
asked in Tickets
What is the overdue ticket icon supposed to be?

See below. What is this icon supposed to represent? I asked support and they wouldn’t tell me.My best guess is that it’s an automobile engine with an exclamation mark inside of it, like you’d see on a car’s dashboard if it needs service.Enlarged: 

221
Kathryn Carter
MPeters 48079a4 stjacademy
MPeters 48079a4 stjacademyObserver
asked in Tickets
Reply to a "Ticketing" ticket created a new ticket in Facilities

We recently started using the Facilities module in IIQ. Being an IIQ administrator already I have been helping the Facilities team with getting setup. Yesterday we had an interesting occurrence that I can’t wrap my head around. I replied to a ticket in the “Ticketing module”. The requestor replied to that email, but when they did, it created a new ticket in the Facilities module. This has only happened once with an external user (parent). We only use email to ticket creation.I came to the knowledge base and learned how to create a shortcut to send the ticket to Ticketing and vice versa. I updated the “Facilities” “from” email so it was no longer “notifications@”.Any other insight on why this may have happened would be appreciated. Thanks! 

819
Cozmo03
Participant
Michelle_Williams
Michelle_WilliamsObserver
asked in Tickets
Convert local ticket into iiQ Support ticket

Is there a way to convert a ticket that comes in from one of my agents to an iiQ corporate support ticket?  Example I as a district admin am unable to fix the issue my agent is reporting.  Instead of recreating the ticket can I assign the ticket to iiQ corporate support? 

414
Kathryn Carter
C
CNguyen 4030c8 ladueschoolsObserver
asked in Tickets
Not receiving replies from vendors

I have a question about requestor ticket replies.  We have a few vendors that will alert us of safety and security concerns from within our network.  What we see currently is that a vendor will email an alert to the help desk, creating a ticket.  An agent will reply to the ticket and according to our vendor they then reply back, but the vendors reply is never received.  I’ve determined this is due to the ticket unique reply-to email address that is created for each ticket.  We have confirmed with this vendor that SalesForce (their ticket system) does not recognize the reply-to field.  Is there a way to fix it this so that the replies are received and added to the ticket?

201
Kathryn Carter
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

332
Kathryn Carter
L
LadybugObserver
asked in Tickets
Ticket Template - Creating a generic template - Asset and Location inputted after template creation when template is being put to use

When creating a template, an asset and location (and even the issue) are required. Objective is to create a generic template for a particular issue. Then when wanting to submit bulk tickets for an allotment of devices using the template.Unfortunately, an asset has to be associated when creating the template. Then when using the template for the bulk allotment, in the description the associated asset is listed in each ticket. Eventhough the different assets are properly attached to the tickets. Causing you to have to open each ticket to correct/amend the asset in the description to match the asset attached to the ticket. Frustrating and counterproductive. 

342
Kathryn Carter
JBrown 510fc30 misd
JBrown 510fc30 misd
asked in Tickets
Quick Ticket Template?

If this question has already been brought up, forgive me for digging it back up. Is it possible to create a ticket template (with the perk of being able to attach an asset to the ticket) but make it accessible on your dashboard like a quick ticket?

374
A
Participant
L
lluckertObserver
asked in Tickets
Linking Knowledge Base Articles to Ticket Action

Is there a way to link a knowledge base article to a ticket to send to the requestor as part of an action? For example, I have a bunch of teacher guides in my google drive that I share in a comment to users and close with a “provided training & support” action. Is there a way, if I transfered those drive articles to the knowledge base, for me to directly link a KB article to the ticket with a resolution action? (instead of having to go back and forth between systems)

743
Kathryn Carter
lmullett
lmullettObserver
asked in Tickets
Custom Column Name in View

Can we change the name of a column in a view?  Example is we need to export the “Requested for Email” to use in another import/script but the column header needs to be specific like “User principle name” so we have to do the export of the view then change the column header each time.  Was hoping there was a better way.

171
Kathryn Carter
J
JAiello 3501f07 sd13Observer
asked in Tickets
Ticket Template for multiple locations

I am creating a ticket template for multiple locations scheduled for work to be done at the end of the school year.  When that date rolls around is one ticket opened for all locations or a ticket opened for each location?Thanks!

11315
RSmith_iiQ
Michelle_Williams
Michelle_WilliamsObserver
asked in Tickets
Filter by time stamp

Is there a way to filter by submitted time stamp or closed time stamp?  I would like to be able to look at how many tickets are submitted at certain times of the day, and I would like to see how many tickets are closed at certain times of the day.  For example, how many tickets were closed by agent x between 8am and 10am.

242
Michelle_Williams
R
RMartinez 8577640 tusdObserver
asked in Tickets
Is there a way to add a "Yes/No" to required fields in the ticket progression?

I recently created a required field for our Chromebook repairs to always needing a part… I did not think of the simple fixes that do not require a part. Is there a way to add a “Yes/No” choice to the field or update it using an “IF” with a comment like “no part needed”?

543
Kathryn Carter
K
krhilbyObserver
posted in Tickets
Schedule date for ticket to open without using template

Is it possible to create a ticket but schedule a time in the future for the ticket to be open? I see that ticket templates can be scheduled, but I’m curious if it can be done without a template.For example: With a temporary employee, I would like to create a ticket and have it open on the employee’s final day as a reminder to suspend accounts, collect assets, etc.OR I have a random task that needs to be completed 3 weeks from now, so I would like to create the ticket today (while I remember it) but have the ticket open in 2 weeks.

23910
lpreedom
Contributor
M
moffittpObserver
asked in Tickets
Rule for when requester replies

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!

383
Kathryn Carter
R
Contributor
RWatsonContributor
asked in Tickets
Ticket varibles for subtickets while using rules

So not sure if this is possible with rules. We have a rule when IQ receives an email from Classlink OneRoster. (system we use to create staff accounts in AD and Google) to create a ticket for onboarding a new user. We have detailed information in the descriptions about that user.On that same rule we have IQ create subtickets for things like setting up a phone and another subticket for ID and another for sending a welcome letter to the user.  Is it possible to pass variables from a parent ticket to a subticket and doing that through rules?   

557
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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