Tickets

We have a rule that sends us emails when a ticket has been responded too. But I like working off of the Ticket View. Is there a way to have some kind of icon to in the ticket views that show that there has been a response to a ticket?This is would be helpful when I look at the tickets “Assigned to Me”. I would like to quickly identify when a ticket requestor has responded. At this moment, I have to look at every ticket.  In the old ticketing system, the ticket subject would show in bold and I would check all tickets that were in bold. Once I responded they would go back  to regular font.This just made it a lot easier to keep up with responses.

Is there a way to hide specific issues under Models? If there is I cannot find it. I can choose to only allow agents to see specific issues on all the other tabs, but not under Models. This causes us to put a lot of stuff under the Other Requests section because there are things we don’t want regular users to see. Being able to edit the issues visibility on Models would be a huge help to us!

Hi All, When I add my co-workers as followers to my tickets, I always click “Yes” on the “Do you want to notify the user that they have been added as a follower?” question before doing so.I have noticed that this does not really notify the user, it rather just starts to send them ticket update information (via email, which is our preferred notification method).Is there a way I can get this to actually notify a person that they were added as a follower (again, via email), and then provide them ticket update information rather than just start receiving ticket updates?

Is there a way I can create tickets with ticket templates via email submission rule?

Is there a way to reference a purchase order in a ticket that is NOT related to parts.  For example, if someone submitted a helpdesk ticket to purchase a desktop computer, could I link that ticket to a purchase order in some way? 

Basically the problem we have in our district is that devices going missing happens often, but it can be a short-lived occurrence. Our librarians are very good at setting the asset status to “Missing”, which triggers a device lock, but they tend not to create tickets because the devices are often found within hours or even minutes of being locked therefore they don’t want to deal with ticket hassle.The problem this presents to us is we don’t have a good recorded history of how often any given student loses a device, which can be detrimental when discipline/remediation is required. I feel automating lost device ticket creation would be a win-win, librarians don’t have to do the extra work, but we’d still have a trail of who is losing what to support admins when needed. IIQ’s asset rules currently don’t allow for ticket creation based on device status for some reason. So I’m just wondering if anyone has found a workaround to this shortcoming, or what’s your approach. Tha

We’ve noticed that when our agents get email notifications about tickets, new tickets, updates, etc. in the fields showing the updates the text isn’t formatted with line breaks.  Instead it is all put together with text wrapping.  On longer tickets where there are paragraphs in the ticket is just one big wall of text making it all very hard to read.Considering how many things IIQ does great I find it hard to believe that something as simple as properly formatting the emails is something they can’t do.  Are we missing a setting or something that would resolve this?

I tried to search through the community posts here but wasn’t able to find anything related to this. I get a permissions issue when trying to import models, do you know what might be going on? I’ve included a screenshot of the error.  I have the default IIQ Administrator role and have imported models on this account previously. I’m reposting this ticket because I think I initially put it in the wrong section.  

Hoping to get some clarification on stale tickets, specifically how the stale ticket count works and what triggers the stale ticket to reset.We currently have ‘Waiting on Requestor’ rules in place that send reminders to our requestors when a ticket has been sitting in that status for a specified amount of time. When each rule is triggered, it is suppose to change the status from ‘Waiting on Requestor’ to our custom reminder 1, 2, 3, etc. I understood that this rule would count how long the ticket sat at the specified status, and then trigger the next rule. However, we’re finding that the statuses aren’t changing.It seems like the stale count is resetting when the ticket is simply touched (opened) even though no changes are being made within. Is anyone else experincing this issue, or have any suggestions to fix this?Screenshot of one of the current rules...maybe we’re doing something wrong?

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 have the Subtask list update based on the ticket created rule > create subtask list when ticket issue is changed? For example, I had a requestor put the wrong ticket issue in, when I change to the correct issue, the subtask list based on that rule is not generated.

Hey guys,If I create a rule in IQ for tickets, will it run for all existing tickets as well? I want to add a “stale ticket” rule where the priority will increase based on how long the ticket has been stale. I would like the rule to start as it’s created, not for previously stale tickets.

It has been brought to my attention that when another agent closes a ticket for someone else it gives the credit to the assigned agent not the agent that resolves the ticket.  Is there a way to fix it so that the system is set to give credit to the resolving agent?  When I run report on agent performance the numbers do not reflect what agents are really doing.

We are looking to implement Fee Tracker in our IIQ tenant. How does your district handle automation with Fee Tracker and IT Ticketing? We are looking for a robust way for principals/administrative assistants to be added as followers whenever there is a fee update to a ticket. Cheers!

I would like to pull all ticket data from this year into a Google Sheet (nightly) so I can create custom reports. Anyone know how to do this using Google Apps script and an API call? Thanks.

I accidentally returned a spare asset on a ticket that I was updating because the spare asset had NOT been returned. Is there a “best practice” way of undoing this action?(I tried deleting the “return spare” action, which did delete the action, but the asset is now no longer associated with the ticket, other than in the reference in the “issue spare” action in the timeline.)(Somewhat relatedly, is there a way of backdating actions that are entered absent-mindedly after the fact? Clearly this would be something to avoid.)

I work on a fleet of chromebooks at a school.  Typically we charge student fees for the Middle and High Schools, but not in K-6.  We also have incidents where the student is not at fault for defective parts. We do not want to charge fees for K-6 or defective parts.When we use an inventory item, it always displays on the ticket with a running cost.  We do NOT want our office staff to charge student fees for items that should be replaced free of charge.  It leads to confusion and sometimes these fees are added that shouldn’t be.For example, a chromebook has a defective battery.  So I add the part to the ticket (taking qty 1 out of our inventory) and the part is added to the ticket including the cost of the battery.Is there a way to have iiQ adjust our inventory, but NOT charge the student a fee?Thanks, can’t wait to see some input on this problem

Is there currently a way to set an assets location and room using a shortcut from a ticket?  I would like to change an assets location using a shortcut as I assess the asset through tickets.  Currently, I have to open a separate window to do so and sometime when I am doing multiple of the same asset, it gets a little confusing because sometimes the window hides behind another window.  Anyway, any help would be much appreciated.

How do I edit the original request detail that I was the requestor for?

Is there a way to edit the problem description of a ticket that you created? My manager created a ticket for himself to track some work but he forgot to add a few lines of information when he submitted the ticket to himself. I thought this would be useful to change these as needed even if it is for yourself. 

Sometimes when creating a ticket with many actions, users/techs will be bombarded with every action as an email. Are there way to limit this (create summaries, collection ‘x’ amount of notifications before sending them as one, etc..? -Marcus

Our team has noticed in past few months that our ticket pages are no longer loading every ticket item that we have set to display. For example, when choosing 50, 100, or 200 items per page. It only loads the first 10 or so that you’re actually able to see on your screen. In order to get the rest you have to completely scroll down until you’ve reached your specified number. In the past these would all load when the page loaded, making it easier to navigate and search tickets on that page.  I reached out to support and was told it was working as intended. I stated that it worked in the past and asked why we would have the option to choose how many items per page we wanted if it didn’t actually load them all? To me that is not working as intended.. They escalated the issue. After the escalation I was again told it was working as intended and to submit a feature enhancement request through this idea exchange.  I’ve attached a screenshot below of what happens

Goal: To allow our accounting department to only have access to tickets with fees without letting them access other non-fee tickets.  Also to not change any visibility for our other agents. Would this work?  If I created an accounting team with a permission policy that does not have any ticket permissions checked.  Then created a rule that once a ticket is updated with the amount applied filter set to greater than zero it will perform the action of assigning the ticket to the accounting team.  Would this allow accounting team members to view only the tickets assigned to them without accessing any other tickets?

We have a team of Project Coordinators who frequently upload important documents related to the project lifecycle into work tickets. Currently, the only option is to attach these files in the comments section. Over time, this pushes documents farther down the ticket, making it difficult to locate them later without scrolling through multiple comments.Is there any way to:Upload files into a single, dedicated area of the ticket (for example, below the Info section or somewhere on the right-hand side)? Keep all documents organized in one place rather than spread throughout the comment thread?I understand this might be a minor feature request, but having a centralized document area would improve efficiency for our team. Any advice, workarounds related to this would be appreciated!

Hello!I would like to allow all of my teachers to submit Staff Device repair tickets using a single Ticket Template.However, when I do that, it means I need to select a single Location and a single Model to submit the ticket under.I have created a “Dummy Model” which can be selected at time of ticket creation called “Staff Device” and given it the issue type “Needs Service” which is just a Description field.Given that we store device associations, building associations and more within IIQ, IIQ already has all of the information required to get the ticket in the correct state, without asking the user submitting the ticket to enter anything:Location of user will be their assigned Location in IIQ, fed from Google SSO Asset Tag of device is the main computer/device assigned to the teacher Model of device can be assumed from Asset TagAt this point, truly all I require from the user is a description of the problem.  I