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

  • 771 Topics
  • 3,223 Replies
772 Topics
J
JAcevedo 800fc53 siatechObserver
asked in Tickets
Email Notifications Repeating

When we receive email notifications it recently started repeating actions. Has anyone else seen this? Not a huge issue but just wanted to see if there is something that we may have changed that has caused this. Attached a picture. Any help would be great. Thank you! 

203
J
ADeLacy
Participant
ADeLacyParticipant
asked in Tickets
Ticket loading issue

This just us, or are tickets / IIQ not loading fully right now ? 

6810
Kathryn Carter
CNeuman 5536568 bcps
CNeuman 5536568 bcpsObserver
asked in Tickets
Days Stale column

Is there a way to add a days stale column in the column view.  When viewing stale tickets, I want to see how many days they have been stale.

313
CNeuman 5536568 bcps
J
JSanic 607fe2f friendsObserver
asked in Tickets
Adding followers to email ticket based off CC

Is there a rule I can set up for when a faculty or staff member adds an external email to the CC field it adds them as a follower to the ticket so they can follow along and submit comments?  

414
J
Participant
N
NBoettcherObserver
asked in Tickets
How to set Location from parent ticket?

We are new to iiQ and have the following scenario: IT needs a new port set up in a classroom and Facilities has to go in and run the cables and set up the physical port on the wall.So in our workflow we would have an IT ticket to do the work and then a sub ticket for Facilities.  I have created a rule to allow this to be automatically generated in Facilities when we need a new port, but I cannot get the Location to populate based on the parent ticket in IT...the location HAS to be already specified in the Facilities ticket or based on who is requesting it or who it is for, which in this case is none of the above.  I just want it based on the parent ticket location chosen. How can I do this?  Is there a workaround using a webhook to come back around through the API and update the Facilities ticket with the correct Location?  If so, what’s the code look like?  I am assuming when the webhook hits the Facilities ticket # is already available and the location is available as data from the p

434
bclark
Mentor
MLocke 773d4ae eacs
MLocke 773d4ae eacsObserver
posted in Tickets
Another Student Broke Device

This is our first year with IncidentIQ and we have only had a couple instances of students breaking another students device. I was curious how others create tickets for situations like this. Currently we have been opening two tickets, one with the requestor as the owner of the device. Then another with the requestor as the student that broke the device.

312
Kathryn Carter
MHobdy 4205000 forneyisd
MHobdy 4205000 forneyisdObserver
asked in Tickets
Follower Ticket Experience?

What do followers see on a ticket if added to one?What actions can a follower do on a ticket they’ve been added?I read in the iiQ KB that they will receive email notifications when the ticket updates, but is that all?

519
EStapf_iiQ
J
JSiders 573eb2f cherrycreekObserver
asked in Tickets
I put in a daily ticket but it is always assigned to the wrong person

I put in a daily ticket but it is always assigned to the wrong person.  After the ticket is submitted I always resign it to the correct person.  Well the person that the program is always assigning it to doesn’t want to see this daily ticket come his way.  How to I make this daily ticket go to the correct person when I submit the ticket.

497
J
MCizdziel 61720c4 friscoisd
MCizdziel 61720c4 friscoisd
posted in Tickets
Are you using Resolution Actions data to drive decisions?

Hi all,We’re evaluating how our team uses the “Resolution Actions” feature in IIQ. We’re trying to better understand where consistent, well-structured Action data can lead to insights that impact operations, planning, or support strategy. We’ve got some ideas of our own, but would like to gain outside perspective as well. I’d love to hear from other districts: Have you used Resolution Actions data specifically to inform decisions around things like device lifecycle planning, equipment purchases, staffing, or support workflows? Was Actions data the main way you uncovered the insight? Or could the same conclusion have been reached using other fields already filled out by the requestor when they submitted the ticket (like issue type, device type, or category)? Thanks in advance for sharing!

303
J
Specialist
T
TLandry 5339285 orangeusdObserver
asked in Tickets
API call to retreive all tickets for a certain issue

I am trying to create a script that will look to see if a ticket of a certain issue type has been created for a specific user and if not, create a new ticket for that user. I have tried every source I could find to simply get the records for tickets in general. I have been able to get a single ticket using “https://[DOMAIN]/api/v1.0/tickets/{TicketId}” as well as add comments to a ticket with “https://site.incidentiq.com/api/v1.0/tickets/{{Ticket ID}}/activities/new“ but I cannot find a way to pull multiple tickets that works.If I could get any direction on this matter I would be so appreciative.

467
T
J
JSanic 607fe2f friendsObserver
asked in Tickets
Adding an external follower in Events

Hi Is there a way to add the “Additional Followers” field in the form for events?

597
Kathryn Carter
I
iljared98Observer
asked in Tickets
Pulling parts / custom fields on a ticket via API?

I’m having some success with pulling data with the IncidentIQ API, but I’m missing a couple of things for a project I’m working on. Has anyone had experience with pulling information for parts (i.e. this ticket had a broken screen) and custom fields for tickets programmatically? It’s not a necessity but would be greatly beneficial to what I’m working on. Below is my current Python code:from datetime import datetimeimport requestsimport tomldef main(): config = toml.load("config.toml") api_key = config["API_KEY"] iiq_domain = config["IIQ_DOMAIN"] ticket_id = input("Ticket ID: ") ticket_asset_url = f"{iiq_domain}/api/v1.0/tickets/{ticket_id}/assets" ticket_url = f"{iiq_domain}/api/v1.0/tickets/{ticket_id}" headers = { "Authorization": f"Bearer {api_key}", "Content-Type": "application/json", "Accept": "application/json" } ticket_asset_response = requests.get(ticket_asset_url, headers=headers) ticket_response = requests.get(ticket_url, hea

261
Kathryn Carter
V
VJape 197a903 apsObserver
asked in Tickets
export error .. how to find the log files for the error

I have a error in exporting data from IIQ views. got a error Error! [One or more errors occurred. (Name or service not known)] need to know what is the issue is

272
Kathryn Carter
J
JSanic 607fe2f friendsObserver
asked in Tickets
Adding Event custom view to dashboard

Is there some way of adding an event custom view to my dashboard on the events portal?

335
Melissa_iiQ
T
TAbuselidze 9707c08 rqsObserver
asked in Tickets
Update part count in a ticket

Is there a way to add parts to inventory from a ticket? We have devices that we part out if the parts are viable and then add them to our inventory.

313
Melissa_iiQ
J
JSanic 607fe2f friendsObserver
asked in Tickets
Line spacing too much in emails

Hi We are wondering if there is a way to correct the line spacing on comments when viewing them through email. Please look at the example below.  

565
Kathryn Carter
J
JRowe 1017e3 scucObserver
asked in Tickets
Required field in ticket for accidental damage

Is it passable to to make a required field somewhere in the ticket side to have a tech select if the device was “Accidental damage, Student damage, or Staff damage” and be able to filter the results after the ticket is closed?   

353
Kathryn Carter
Z
Contributor
Zane GrovenContributor
asked in Tickets
Custom Fields not updating after issue changes

Our helpdesk has created a new custom field for intentional damage to devices. This custom field is set to be automatically applied to any ticket that has the “RMA” Issue. What we are expecting to see is that any ticket that currently has that issue assigned to it updates with that new custom field. What we are actually seeing is that if a ticket is opened under a different issue and it’s changed to “RMA” the custom fields don’t update to reflect that new issue. We are also seeing that if the ticket was opened before that custom field was added it will not get the new custom field.Is anyone else experiencing anything like this? Is this working as intended and if so, how to I get the new custom field added to all tickets with this issue?

271
Kathryn Carter
C
Clint FosterObserver
asked in Tickets
What is the overdue ticket icon supposed to be?

See below. What is this icon supposed to represent? I asked support and they wouldn’t tell me.My best guess is that it’s an automobile engine with an exclamation mark inside of it, like you’d see on a car’s dashboard if it needs service.Enlarged: 

231
Kathryn Carter
MPeters 48079a4 stjacademy
MPeters 48079a4 stjacademyObserver
asked in Tickets
Reply to a "Ticketing" ticket created a new ticket in Facilities

We recently started using the Facilities module in IIQ. Being an IIQ administrator already I have been helping the Facilities team with getting setup. Yesterday we had an interesting occurrence that I can’t wrap my head around. I replied to a ticket in the “Ticketing module”. The requestor replied to that email, but when they did, it created a new ticket in the Facilities module. This has only happened once with an external user (parent). We only use email to ticket creation.I came to the knowledge base and learned how to create a shortcut to send the ticket to Ticketing and vice versa. I updated the “Facilities” “from” email so it was no longer “notifications@”.Any other insight on why this may have happened would be appreciated. Thanks! 

839
Cozmo03
Participant
Michelle_Williams
Michelle_WilliamsObserver
asked in Tickets
Convert local ticket into iiQ Support ticket

Is there a way to convert a ticket that comes in from one of my agents to an iiQ corporate support ticket?  Example I as a district admin am unable to fix the issue my agent is reporting.  Instead of recreating the ticket can I assign the ticket to iiQ corporate support? 

444
Kathryn Carter
C
CNguyen 4030c8 ladueschoolsObserver
asked in Tickets
Not receiving replies from vendors

I have a question about requestor ticket replies.  We have a few vendors that will alert us of safety and security concerns from within our network.  What we see currently is that a vendor will email an alert to the help desk, creating a ticket.  An agent will reply to the ticket and according to our vendor they then reply back, but the vendors reply is never received.  I’ve determined this is due to the ticket unique reply-to email address that is created for each ticket.  We have confirmed with this vendor that SalesForce (their ticket system) does not recognize the reply-to field.  Is there a way to fix it this so that the replies are received and added to the ticket?

201
Kathryn Carter
L
LadybugObserver
asked in Tickets
Ticket Template - Creating a generic template - Asset and Location inputted after template creation when template is being put to use

When creating a template, an asset and location (and even the issue) are required. Objective is to create a generic template for a particular issue. Then when wanting to submit bulk tickets for an allotment of devices using the template.Unfortunately, an asset has to be associated when creating the template. Then when using the template for the bulk allotment, in the description the associated asset is listed in each ticket. Eventhough the different assets are properly attached to the tickets. Causing you to have to open each ticket to correct/amend the asset in the description to match the asset attached to the ticket. Frustrating and counterproductive. 

362
Kathryn Carter
JBrown 510fc30 misd
JBrown 510fc30 misd
asked in Tickets
Quick Ticket Template?

If this question has already been brought up, forgive me for digging it back up. Is it possible to create a ticket template (with the perk of being able to attach an asset to the ticket) but make it accessible on your dashboard like a quick ticket?

374
A
Participant
L
lluckertObserver
asked in Tickets
Linking Knowledge Base Articles to Ticket Action

Is there a way to link a knowledge base article to a ticket to send to the requestor as part of an action? For example, I have a bunch of teacher guides in my google drive that I share in a comment to users and close with a “provided training & support” action. Is there a way, if I transfered those drive articles to the knowledge base, for me to directly link a KB article to the ticket with a resolution action? (instead of having to go back and forth between systems)

793
Kathryn Carter

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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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