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Hello, is there a way to have agents reassign tickets to other agents or admins. 

Oftentimes, we have tickets that come in, in which the agents do not have admin rights or access to solve the issue, so they would have to notify one of the Admins in our central office building. 

 

Sometimes we also have staff members that change school locations without notifying us, so their location might be for the wrong school / wrong agent. 

 

I currently have rules set up where a ticket gets assigned to an agent based on the requestors school location. We also have per diem intern technicians who go around to all the schools and assist our main techs, they would need to be able to create tickets for the locations they are at. But once they open the ticket for a school, it locks the ticket and assigns it per my rules

Hi ​@SGANESH 603b992 jcboe - Thanks for your message! Enabling the below permission in your Agent policy should allow your techs to reassign tickets to other Agents/Admins:

 

 

Please let me know if you have any further questions.

 

Thanks!

 

Best,

Ashley

Thank you Ashley

Hi Ashley 

 

I allowed this permission - but in the case for my interns, they are getting a message that they have “read only” rights to tickets they open. 

 

Our district is still new to IIQ, so often times end users do not submit tickets. They would just stop our techs in the halls and ask them for assistance.  We do not deny these request, we just ask for our agents to go back in at some point during the day and create a ticket for what they did. 

 

Our interns go to all our building locations, for this example. Intern Anthony visits Agent Christinas school to assist with a task. He goes and creates the ticket but then it assigns to her automatically based off my IIQ rule and he is unable to assign it back to himself. 

 

 

Hi ​@SGANESH 603b992 jcboe Thanks for the additional information. Your technicians/interns will likely need additional permissions in order to work and resolve tickets. Enabling the highlighted permissions below should allow them to perform these actions as well. 

 

The guide below discusses the access each permission provides within the system. Depending on the tasks your agents/interns need to perform, you may wish to assign additional permissions as well.

 

 

Thanks!

 

Best,

Ashley

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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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