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

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TUTLEY 420b0cb normanpsObserver

asked in Tickets

Quick Tickets - Create Simple "Walk-In" tickets by scanning student/faculty ID

Trying to find a way to quickly and easily create a ticket by having faculty/students scan their IDs BEFORE talking talking to on-site tech support. It seems on the surface that scanning with an. iPad and mobile app with Quick Tickets might be the best approach.Ideally, I would like make it super simple to create/open a ticket with a default information to ensure a record of the interaction is created, then the tech could go back later and update/close as time permits.Thoughts on how best to automate this to make it as simple and foolproof as possible?

CSamuel 26389e8 uniondaleObserver

asked in Tickets

Subtask Organization Post Subtask Creation

Would like to have to ability to reorganize Subtickets/Subtasks after creating Subtickets/Subtasks. Currently I have to delete all the subtask and recreate in the desired order.

SMarion 490b5a6 purcellps

asked in Tickets

Set Quick Tickets for Everyone

Is there a way to create quick tickets as an Admin, and have everyone else be able to use them.Currently right now, my quick tickets are just for myself. It would be helpful to be able to make a set of quick tickets that others can utilize, and everyone be on the same page.

MGazza 23093f7 polkschoolsflObserver

asked in Tickets

New Search Bar

I used to use the quick filter and be able to search tickets by status, open and closed. Can we please get that added back to the search bar?

JHudson 207a71b trinitybasinObserver

asked in Tickets

Confirmation Question for Agent When Adding an Action to a Ticket

I would like to be able to ask/remind the agent if a part was added to a ticket. This way, when working a ticket an agent has the opportunity to be reminded to add a part.

amacObserver

asked in Tickets

Rerun rules if location or issue is changed?

Is there a way to have the rules re-evaluate the ticket if the location or issue is changed by the agent?Example one. User submits ticket but the location is wrong so no agent is assigned or the wrong agent is assigned. Agent changes the location but the rules don’t repapply so the agent has to assign the ticket to the other agent manually.Example two. Use submitted ticket for new software to be evaluated. Ticket assigned to Software Eval team. What they actually wanted is a website unblocked. Software team changes the issue but the rules don’t run again. Ticket has to be manually assigned.Possible?

AVillar 593279b teaneckObserver

asked in Tickets

Issue with rules

Hello all. I am having an issue with the rule section. I've implemented a rule to automatically direct tickets related to a particular model category and specific location to the assigned agent. Unfortunately, it seems like it not doing that. Instead of routing these tickets to the designated agent, they're being sent to another agent assigned to the same location. There's an additional rule in place where tickets originating from the same specific location are directed to an agent. Not sure if this is causing the confusion.

JRowe 1017e3 scucObserver

asked in Tickets

Email ticket rule to auto close ticket

I have a rule to create a ticket on email but I am wanting to automatically close the ticket on creation. Is there a way in the rules to make this happen?

SMillsTVSDParticipant

asked in Tickets

Tags? How are you using them?

Hello,School District user. I am curious how others are using tags in tickets, and for what purpose? I am aware of creating them, applying them, using them in rules, but just not sure how it would benefit me to be using them. Any use cases would be greatly appreciated.Thanks you.

AGuzmanObserver

asked in Tickets

Custom field type

Hello,Is there a custom field type for a simple yes or no type of question? I love the look of the standard question “is this ticket urgent” I think the simple bubble option of yes and no look very minimal and sleek can we use that option on other custom fields?

APeruzzi 680d6ac bscsdObserver

asked in Tickets

Approval Process

Is there a way to automatically resend the email to the admin for Approval?My initial thought was after 7 days, after 3 days, than daily, but I do not see anything that would trigger after the initial email.

BHenkerObserver

asked in Tickets

Mass edit asset manager to ticket

I have 15 Chromebook that I have been working on to replace screens. We have “resolved the tickets” by saying that we are waiting for parts but now that parts are here, and installed I'd like to go to the old ticket and say that they are installed instead of going to each individual ticket and do it that way are start a new ticket. Any suggestions on this?

MSpero 307447f bscsdObserver

asked in Tickets

Issues report

Good afternoon, We would like to review all of our categories/issues to make things more streamlined. Is there a way to export or run a report of all the categories and issues we could print out or make into an excel spreadsheet? Thanks!

jmerwinObserver

asked in Tickets

Quick Ticket - Custom Form

Can you create a quick ticket to a custom form? For example, a quick ticket for our custom “EdTech Resource Request”

bclarkParticipant

asked in Tickets

Can we edit the Popular Categories?

Is it possible to edit the Popular Categories section when doing a new Device ticket?? For example, if we could add Tablets and remove Laser Printers that would be pretty useful.

Doug-hallObserver

asked in Tickets

New Ticket

When the “New Ticket” is selected you are prompted with “What is this ticket about?” and you can choose from 5 options. Is there a way to add Chromebooks to that list? 90% of our request from teachers are about Chromebooks and they always seem to choose the wrong subject.

DHenryObserver

asked in Tickets

View Current Issue Type After Customizing Subject

Is there a way to see what issue is assigned to a ticket after customizing the subject?I know that the subject defaults to the current issue, but we try to customize our subjects for tickets relating to projects, shipments, etc (mainly our more vague issues). Is there a way/place to show the current issue besides the subject line? I know you can hit that pencil icon and look for the old subject in the timeline, but I was hoping for something a bit more user friendly for our agents!This has mainly come up in the context of agents confirming the issue of the ticket they’ve been assigned. “How do they know if the issue is correct if they can’t see it anywhere?”

aboydObserver

asked in Tickets

Forwarding Emails to an Open Ticket

We have an Agent who would like to forward an email to an open ticket so that she has visibility on that email from within the ticket. She would like that email to be a part of a pre-existing ticket and not to create a new ticket. Is this a feature in IIQ that is supported? If not, Has anyone found any valid workarounds to accommodate this?Thank you!

ZGarber 4208988 glshelp

asked in Tickets

Disable Asset Verification for Forgot Device

Part of the workflow for all of our Chromebook tickets is to verify the asset tag at the end. However, this includes Forgot Chromebooks… but we don’t have the Chromebook, so we can’t verify it. Is there a way to turn off the need to verify assets for certain ticket types.

bclarkParticipant

asked in Tickets

Is there a way to NOT require asset confirmation by model in tickets?

We have a specific user who oversees all of our desk phones. They aren’t actually tracked in iiQ. He has a completely different system he uses for managing those. Putting those in iiQ inventory isn’t going to happen. We have the model listed in iiQ however so that if an end user has an issue with one they can still submit a ticket. He wants to know if there is a way to turn off the step that requires asset confirmation. Currently he hits ignore but he has to do that every time he goes back to a ticket. I know this step can be turned off site wide, but we don’t want it off for other models (for example, student laptops). Can we turn it off for a specific model or is there a way that you can ignore it once for a ticket and not have to click that every time?

SOuellette 663c2b3 westwoodObserver

asked in Tickets

Ability for Agent to Create New Ticket Resolution Actions

Is there any way for an agent to create new ticket resolution actions without making the agent an iiQ administrator?

RWinchester 977ad07 bcscObserver

asked in Tickets

Set requestor in Email Submissions

Is there a way to set requested for in an email submission? For Example, can I send and email with Someone's name and then it show up as requested for them?

davecartyParticipant

asked in Tickets

Round Robin Assignment Issue with Creating Tickets on Behalf Of

We have recently decided to use Round Robin assignments for created tickets. However, we have run into an issue. Our Help Desk Call Center creates tickets On Behalf of users when they call in. In this scenario, it would make sense for the ticket to be assigned to the agent on call with the user. However, there is not an option (that I can find) within rules engines to assign a ticket based on the Agent who created the ticket on behalf of a user. Because of this, this is the current work flow:Agent takes call Agent creates ticket on Behalf of user Agent Submits ticket Ticket is Round Robin assigned to Team member (by rule) Original agent has to take ownership of the ticket manually.We’d like to remove the need for step 5. Instead, step 4 should be (based on rule) assign ticket to agent creating the ticket. Anyway to accomplish this in the current iteration of IIQ?

BFBObserver

asked in Tickets

can followers on a ticket perform actions?

If not, the only way that there can be more than one active agent on a ticket simultaneously is if we create teams?

dbreaultContributor

asked in Tickets

Ability to add resolution actions for all issues in all categories at once

We can add custom resolution actions for individual issues or entire issue categories, but we can’t add them for all issues and categories at once. Currently, we have to click on each issue category and bulk add the action. Unfortunately, we have about 100 categories. Please give us the ability to add a new resolution action and apply it to all the categories at once. For example, we would like to add “Resolved by User” to all of our ticket issues/categories.

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