Difficulty Navigating Ticketing "End-user" Decision Tree
We are trying to simplify how our teachers submit tickets in IIQ. I’ve gone through the Model Categories and hide about 90% of the options listed there as we want to establish a culture of getting the teachers to the Description text box in few clicks as possible, while still having some basic info required (hardware/software/password reset buttons still available).
One of the issues I’m having a hard time figuring out is when the ticketing display transitions from model categories to issue type. I have a drawn diagram of the IIQ ticketing decision tree on what I want to accomplish. When I show/hide a model category, sometimes that hides or shows what I want based on my tree and sometimes it doesn’t.
Is there a way to determine what button in the ticketing decision tree is related to what show/hide toggle switch in the Admin settings (model categories/Issue Categories/Issues) in IIQ?
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Good Morning @along0931 thank you for submitting your question.
Have you possibly heard of the feature we offer called Quick Tickets? They allow users to submit tickets in as little clicks as possible. The great thing is Admins can create them for users and Teachers can also create their own Quick Tickets as well.
Hi Melissa,
Thanks for mentioning the quick tickets. While that might be a quick bandaid, the ultimate goal is to do some general house cleaning and rearrange the ticketing decision tree workflow to our needs.
I’m playing around with the Model Categories, Issue Categories, and Issue Types, but it’s not quite clear on some of the settings. For instance, I’d like to get rid of the “popularity categories” after I click on Devices. I only want to show two options there that I’ve created as model categories. The “My Favorites / Assets” section is fine, but I’d like to remove the “show all categories button” and just show the two options I’ve created.
Additionally, I’m still trying to figure out the software / online systems button. I’ve hidden all of the software, but I’m trying to add my two custom options. It’s a little confusing on where I need to go to show them, but I think I can figure it out.
Finally, I’d like to remove the “Other Requests” option that’s at the root of the decision tree (where the Devices / Hardware, Software / Online Systems, Network / Wi-Fi, and Password Reset are). Is that possible?
Having a search bar at the top of the screen would be super beneficial! Let's put that up at the top of screen as soon as you hit New Ticket. So much easier than trying to click through all the issues.
Hi @along0931 just some clarification to see if it is something we can achieve:
When you click on a device ticket, popular device categories and show all categories shows by default. Are you wanting both of them removed? I will have to check if this is something we can do. I know we can customize the popular device categories but I am not sure about hiding one/both options. Please let me know.
If you are wanting something to show under the Software/Online Systems category you would have to go to Admins → Models and create the model. In Incident IQ, both software and hardware are considered models. Let me know if that is answering your question.
If you are referring to disabling the entire ‘Ticket Type’ of other requests, you can. You can also hide the visibility. Go to Admin → Issues → Ticket Type Tab →
To remove the entire category uncheck the green box next to other requests
To just adjust visibility, select visibility to the right.
I hope this helps!
Having a search bar at the top of the screen would be super beneficial! Let's put that up at the top of screen as soon as you hit New Ticket. So much easier than trying to click through all the issues.
This would be a cool enhancement idea! In the meantime, I would lean on Quick Tickets for that ease of use ticket submission!
Thank you for your reply! Your tip on #2 and #3 really helped out :D
For #1, This is what I currently have when I create a new ticket:
I’d like to get rid of that option of “Show all categories” or at least hide it to where it shows this (the staff device and student device are the two categories I created):
Since there’s only two categories, I thought I might try to play around with the popularity setting on the categories, but I wasn’t able to get them to show after clicking the Device / Hardware button.
Does that make sense?
@along0931 ! So glad those helped out!
For the popular device categories & show all categories, unfortunately, we cannot hide either one of those.
We could however submit a task with our team to customize what shows on those popular device categories. So if you only wanted categories to show there, we can make that happen!
Let me know if you have any question!
@Melissa_iiQ
Sounds like a plan. Would I need to submit a help ticket to IIQ support for that?
Good Morning @along0931 ! So, districts can now adjust their own Popular Categories! Here is a community doc on how to do it! Sorry about that. I completely forgot this feature was rolled out!
So, I set my popular model categories, but they’re still not showing up in the ticketing decision tree per the screenshots below. Is there something else I’m doing wrong?
Hi @along0931 ! I see them on my end. It may be a caching issue. I would try to clear your cache or log in and back out.
Please let me know if you are still not seeing them!
@Melissa_iiQ You are right! I see them now. Just had to wait :)
All good to go here!
@along0931 great! Glad they are showing.
Let us know if you need anything else. Have a great week!
