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Question

Do we have a poor configuration

  • May 21, 2026 4:45 PM UTC
  • 3 replies
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Mentor
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I’m trying to optimize some aspects of iiQ for next SY.  The user experience is subpar so anything we can do helps - limiting visibility, better rules for informed responses, etc.

I’m running through a test ticket with a Rule that replies with info about what to do in the case of a lost tech device.

The submitter receives (2) emails after ticket submission (in this order)

  1. The rule based response with good info
  2. The ticket creation confirmation

Is there a way to adjust the rules to skip step 2 if there is a step 1 rule configured?

3 replies

JDhanjal_iiQ
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Hi ​@jo.cpa ,

 

I hope you’re doing great! To confirm, are both the steps, rule based response, and ticket creation confirmation, located in the same rule?

 

I look forward to hearing from you!

 

Regards,

Jas

Jas Dhanjal- Customer Support Specialist.
Mentor
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  • jo.cpa
  • Author
  • Mentor
  • May 21, 2026 10:50 PM UTC

No they are separate rules.  Do you think changing the order and saying to Stop processing would be best?

JDhanjal_iiQ
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Hi ​@jo.cpa ,

 

Thank you for sharing! Yes, if we change the order and select “Do not proceed further”, it can get the job done. To note, you would need to order in such a way so that other rules aren’t affected by selecting “Do not proceed further”. If there are any other important rules, you can move them to the top so the system won’t prevent those rules from running. 

 

Please let me know if changing the order and selecting “Do not proceed further” get the job done. If not, then we can look for another workaround. May you have a great rest of your day!

Regards,

Jas

Jas Dhanjal- Customer Support Specialist.
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