Skip to main content
Solved

how do you know when a ticket has been updated with user notes

  • February 23, 2023
  • 8 replies
  • 127 views
D
Forum|alt.badge.img+2

in IIQ is there a setting so that I know when a ticket has been updated with notes from the end user? Something like a highlight or something that makes the ticket stand out so I know by just glancing that a ticket has been updated with notes? So far I have to go in the ticket to look to see if they provided notes that I requested. 

Best answer by Kathryn Carter

@DLikiardopoulos 22023df ocsit Thank you for submitting your question! There are multiple ways to do this!

One way is to have the “When updated field / comment” change the ticket status to a custom status or the next stage in your workflow. 

 Another way would be to have the same “When updated field / comment” to email the assigned agent when the requestor submits the ticket. 

I hope this helps 😄

D

8 replies

D
Contributor
Forum|alt.badge.img+4

Just a thought... Could you create a rule to change the status to "commented added" when a reply has been made?

Kathryn Carter
Forum|alt.badge.img+18
  • Kathryn Carter
  • Community Manager
  • Answer
  • February 27, 2023

@DLikiardopoulos 22023df ocsit Thank you for submitting your question! There are multiple ways to do this!

One way is to have the “When updated field / comment” change the ticket status to a custom status or the next stage in your workflow. 

 Another way would be to have the same “When updated field / comment” to email the assigned agent when the requestor submits the ticket. 

I hope this helps 😄

Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
D
R
Contributor
Forum|alt.badge.img+3
  • RWatson
  • Contributor
  • September 28, 2023

@Kathryn Carter I know this is few months old and it works however when an agent leaves a comment the agent are getting the email that a comment was left. Is there anyway to filter when only a requestor leaves a comment.

 

 

Thanks

Ron

Kathryn Carter
Forum|alt.badge.img+18
  • Kathryn Carter
  • Community Manager
  • September 28, 2023

@RWatson You can select all requestors, and this should solve your issue. 

 

Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
R
R
Contributor
Forum|alt.badge.img+3
  • RWatson
  • Contributor
  • September 28, 2023

@Kathryn Carter 

Thanks so much! this saves us so many emails when we make a comment. Follow up to this. Is this dynamic so when a new requestor gets added to IQ it will update this list?

 

 

Thanks

Ron

Kathryn Carter
Forum|alt.badge.img+18
  • Kathryn Carter
  • Community Manager
  • September 28, 2023

@RWatson I am not entirely sure if that is dynamic, but I would assume it will not be and will need to be updated as you add additional users into the system. 

Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
R
J
Forum|alt.badge.img+3
  • jmerwin
  • Observer
  • September 3, 2024

Do  you think this would work too instead of adding all requestors? Just add the roles?

 

Kathryn Carter
Forum|alt.badge.img+18
  • Kathryn Carter
  • Community Manager
  • September 3, 2024

@jmerwin Great workaround, That should work! 

Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
Terms & ConditionsCookie settingsAccessibility statement
Incident IQ logo

Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

Corporate Headquarters:
750 Glenwood Ave SE, Suite 320
Atlanta, GA 30316