Skip to main content

Tickets

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

  • 822 Topics
  • 3,405 Replies
823 Topics
Y
ykimObserver
asked in Tickets
How can I automate this process in sending to vendor?

 Above is the biggest hurdle in a new process in my location. As it stands now, our process is: Start Ticket > Confirm Issue > Send to -Hardware Vendor- > Run a shortcut made for our team for proper routing. This is an issue due to there being upwards of 10-15+ of these type of tickets coming in bulk.Our hardware vendor uses Autotask and the “Send to” button creates a ticket for them to work. For the most part I’ve finagled it to where that “Send to” button is the only hurdle I have in making the process quick and easy. I am hoping to receive some guidance on figuring this issue out to make mine and by extension my team’s job easier.

322
Y
K
KRobison 117d65b edmondschoolsObserver
posted in Tickets
entering invoice data for non parts purchases

I am new to iiQ and am the Inventory Secretary for our school districts Maintenance Facility.  I enter invoice data information for All purchases our department makes.  (We previously came from School Dude/Asset Essentials) I know how to enter parts inventory but am searching for a way to enter any purchases (not a part) made for a work order ticket to be listed.  Besides just entering into the action notes field is there a way to set custom fields such as Invoice Date, Number, Cost, Vendor and Who Purchased to my ticket progress?  Anyone else have this available to them?

162
K
RickPummel
RickPummelObserver
posted in Tickets
Ability to filter on ticket subject

We could really use the ability to filter on ticket subjects, similar to the idea Allow Filter on Issue Description. The difference is the Subject field vs. the Issue Description. I feel both fields are really needed when filtering tickets.We often need to refer to resolved tickets from a long time ago. It is currently very difficult to find them. For example, we might be looking for every time we had to replace a projector bulb or for a specific time when computers were locking up, etc.Another way to handle this might be to allow filtering on a keyword anywhere in the ticket. I can see advantages to both (anywhere in the ticket vs. a specific field). This idea is similar to an older idea that got marked as a duplicate and added to an idea about searches that did not actually address the issue.

878
C
MPeters 48079a4 stjacademy
MPeters 48079a4 stjacademyObserver
asked in Tickets
Quick ticket or Ticket Template

I like the functionality of a Quick Ticket and would like to employ for students to use to request a new ID card. Our thinking is we’d have a kiosk type station where students could login at the IT Helpdesk. The problem I have is what I am looking for sits somewhere in between a Quick Ticket and a Ticket Template. I like the ticket template because it has pre-filled the explanation section. But with a Ticket template it’s not as straight forward (more clicks) to create the ticket. Using a Quick Ticket, it’s right on their dashboard but the explanation block is blank unlike the ticket template. The block can be left empty to create a ticket I just worry about confusion. Is there any way to bridge the gap between ticket templates and Quick tickets?

241
DDonaldson_iiQ
EEllison 317dc98 conroeisd
EEllison 317dc98 conroeisd
asked in Tickets
Help Needed: Simplifying Ticket Submission for Non-Classroom Staff & Un-Audited Campuses in Incident IQ

Hi Incident IQ Community,We’re currently rolling out Incident IQ for the full 2025–2026 school year and could really use some advice on handling ticket submission visibility—especially for users without assigned rooms.Here’s the situation: Some of our campuses have been fully audited, and classroom teachers are claiming their rooms and assets just fine. However, staff in front offices and other non-classroom roles (even on audited campuses) don’t claim rooms, so they don’t have devices tied to their accounts either. On un-audited campuses, no one has assigned assets yet, which makes things even more complicated. We’re actively working to complete audits for all campuses as soon as possible, but in the meantime, this issue is impacting many users. In both cases, these users go to submit a ticket under Devices & Hardware, and they’re shown the full list of model categories. It’s a long list, and we’re concerned it’s too confusing—especially for users who just want to report som

271
EStapf_iiQ
D
DE SysAdminObserver
asked in Tickets
Quick Tickets Not Loading

Is anyone else seeing Quik Tickets not loading? It was a bit intermittent about 2 weeks ago, now they just do not show up at all. Just says Loading...

434
D
A
Participant
AMeyer Greendale SchoolsParticipant
asked in Tickets
Ticket Templates missing

Had a coworker mention this to me yesterday, but our ticket templates are not showing up on the Create Ticket screen. I usually use bookmarks I have saved in my browser, so I’m not sure how long they’ve been missing.Permissions don’t seem to have changed. I haven’t contacted support yet, figured I’d post here to see if anyone else is having the same issue. 

10610
Kathryn Carter
D
Participant
Daniel PParticipant
asked in Tickets
Changing requestor based on name found in the message text

Does iiQ have the ability to parse the body of an email to automatically change the requester based on a name found in the message text?I seem to recall some time ago someone found a way of achieving this, i can’t remember whether it was natively, though some automation or something else. Thank you

281
Melissa_iiQ
E
EGimenez 590058f jusdObserver
asked in Tickets
Due Date Set by Custom Field

Hello,I have a custom field for a report request ticket that asks the user when they need the report by. I was wondering if there is a way to take the value of the custom field (date) and have it set the ticket due date to allow for notifications as the date gets closer. I’ve looked through the rules and ticket templates, and they do not appear to do what I want them to do, and there is no “if <customfield> checked, do <action> (set due date from custom field date)” syntax in the rules.This would be extremely helpful for this ticket type as many of these requests are from our Cabinet or Directors and are needed by specific dates and would make it so that there is less manual configuration on the agent’s end for a recurring ticket.Thanks!

221
AHolley_iiQ
D
driverwObserver
asked in Tickets
How to assign Multiple agents to one ticket?

We are new to this operating system and are wondering how we can get multiple of our agents assigned to one ticket.

1824
Kathryn Carter
A
amhernandezccisdObserver
asked in Tickets
Email Notifications

For some reason, one of our agents gets an email notification where it shows one word (or so per line). He says that it appears this way no matter how wide he makes his email window. Is there a fix for this? Is it his Outlook settings or font settings? It’s like the column is too narrow. When I look at the Rule we set up for that team, it looks just like our Help Desk rule.  

303
Kathryn Carter
D
DLikiardopoulos 22023df ocsitObserver
asked in Tickets
remove time requirement from actions

how can I remove the time requirement from actions in a ticket?   

271
AHolley_iiQ
ADeLacy
Participant
ADeLacyParticipant
asked in Tickets
Can you change these Icons ?

Is it possible to change / alter or select other Icons to the main categories ?   

461
AHolley_iiQ
M
MRandle 7609a89 vvsdObserver
asked in Tickets
Trying to find documentation on how to use the "out of office" functionality.

Is there an article describing how to set up and what it looks like to a user when they submit a comment by email?  do they get some kind of notification of the out of office?  I have been assigned tickets and was out for a few days, my tickets are not usually given to someone else to cover? 

844
Kathryn Carter
J
JSanders 397a803 rbbschoolsObserver
asked in Tickets
Ticket VIews Not Loading

Anyone else experiencing issues when trying to pull up different ticket views? It doesn’t matter which view I select, it can’t load any of the items, it just spins. I’m only seeing this issue when I try to pull up different ticket view. Asset and User Explorer are working as expected. I can even pull up the Open Tickets view, but none of my customized views will load. 

748
Kathryn Carter
GWade
Contributor
GWadeContributor
asked in Tickets
Custom views are empty

Most of our custom views are not showing tickets.  Views worked last week, no changes and now showing empty for our agents.   Any issues on the back end? 

12016
T
B
BTobin 303995c central301Observer
asked in Tickets
Cookies issue and onboarding

We’re seeing issues when onboarding new hires.  They can click the link provided in the email and start their paperwork, but if they get closed out of the system and try and get back in they see:We were able to get things working by using having the end user use incognito or clear their “cookies and other site data”.Then they were able to get all the way to the verification code page and they’d get an email.  It just started happening this week.  We’re in the middle of onboarding a lot of new staff so we’re trying to sort it out.  We did create a helpdesk ticket, but wanted to see if anyone else had this issue.

141
EStapf_iiQ
D
DAdmin 490b807 lssdObserver
asked in Tickets
Adding Condition

We are in the infancy stage of setting up Incident IQ tickets.  I have some conditions set up, however I would like to add new conditions.  Every time I attempt to add a new condition it links it to an already existing condition.  I would like to create specific conditions for specific issues…

173
D
M
MeganrObserver
asked in Tickets
Subtickets Not Being Created Through Shortcuts

We have a rule set up that when a ticket status is changed to “Re-Image Request” it triggers a subticket to be created. I have made a district-wide shortcut that changes the ticket status to “re-image request.”  Whenever the shortcut is applied, the status is changing, but the subticket is not being created.If I do not run the shortcut and just simply click on the ticket status and change it to “Re-image Request,”  the rule triggers properly, and the subticket is created.Does anyone have any ideas why the rule is not being triggered when the status is changed via shortcut? 

231
EStapf_iiQ
J
JAiello 3501f07 sd13Observer
asked in Tickets
Ticketing and Facilities

I’ve had a principle ask the other day if it’s possible to create a rule in Ticketing that can a ticket in Facilities as well as Ticketing?

451
GWeiland_IIQ
T
TLanning 3933882 calschoolsObserver
asked in Tickets
Issuing Spare Pool Devices During Ticket Creation

It is typical for our media center staff and office staff to hand out spare devices when a student breaks their device, or needs to borrow a spare for the day. It would be an amazing addition if these support staff members were able to issue a spare device themselves, rather than needing an Agent to issue the spare afterwards.I would like to see the “Issue Spare” button available in the ticket submission window - perhaps as custom field option which could be added to a ticket based on issue type, or other conditions.  

492
LWoods_iiQ
M
MeganrObserver
asked in Tickets
Only Assigned Team Can Close Their Assigned Tickets

Is there a way to prevent anyone outside of a team from resolving tickets assigned to that team?For example we have a set up for agents to submit a subticket assigned to the “Reimage Team” when they need to reimage a device but we do not want the agent to have access to closing out the subticket unless they are in the “Reimage Team.”  Is this possible?

413
AHolley_iiQ
S
SLeichner 7534f8b pottstownk12
asked in Tickets
Make a ticket dependant on ticket being closed

We have been using IIQ for about a year so I am getting more comfortable with rules, ticket templates, etc.  I always end up finding the unique situations though 😆   Here’s what I want: I would like a ticket to be made, when a ticket closes, and I want the new ticket to reference the closed ticket number. Situation:  Chromebook ticket comes in.  Tech repairs Chromebook, adds actions, adds fee, closes ticket.  I want a ticket to be made that tells me that ticket xxxx is closed and has a fee so I can prompt the email invoice to be sent.  (We currently use MySchoolBucks if that matters.) Reasons I want it: 1. We don’t want the techs to send the invoice because that would add an extra step to their work and we want to limit that 2. I want to make a comment/action that the invoice was sent since there is no tracking information on sent emails3. Fee emails can’t be automatically sent (as far as I can tell and also, it wouldn’t be tracked) Creating a ticket template has not worked because it

381
Melissa_iiQ
N
nguyen2hObserver
asked in Tickets
Is there an option to have more than 200 tickets viewed

Right now I can only see an option to create a view with 200 tickets as a visible listing per page. However there are times that I may have to deal with more than 200 tickets and having to ability to bulk process tickets are great but only if they are visible from the first page. Meaning if I am working on 10 tickets on page 1 but need another 10 tickets on page 2, I can only bulk process 10 tickets at once and then go to page 2 hoping that none of those tickets get sorted to page 1. This process definitely slows down the bulk processing of tickets and I think it should be a simple issue to allow more than 200 view ticket per page. Can this be an option of enhancement or change in our environment?

463
N
SMillsTVSD
Participant
SMillsTVSDParticipant
asked in Tickets
Ticket template screen keeps the 200per page view

It would be awesome if when you set the ticket template screen to view 200 templates per page, that when you open a template to view, copy or modify and go back to the list of templates, it retains the view of 200 per page. Currently, once you set the screen to view 200 and go into a template, it goes back to the home screen of 20 per page and the start of the templates. I really hope I’m just missing a setting somewhere.Thanks.

514
KellenH_iiQ

Badge winners

Show all badges
Terms & ConditionsCookie settings
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