Tickets

I may be missing something; can someone point me in the right direction?  Help me figure this out.I can view closed tickets, specifically Resolved tickets, for a specific period of time… what I can’t figure out is how to view those resolved tickets and which specific agent resolved the ticket?  I want to know how many tickets were resolved by a specific agent.  It doesn’t matter who the requestor was or who the ticket was assigned to, I want to know which agent actually resolved the ticket… hope this makes sense.Please help me figure this out.. I hope i’m just missing something easy. 

We use subtickets that has the parent ticket in Facilities and then a subticket gets generated when a certain question in the parent ticket is answered accordingly. The subticket then gets switched to the Ticketing side via rules. We are having issues with the room not being transferred to the subticket from the parent ticket.

Hello, is there a way to have agents reassign tickets to other agents or admins. Oftentimes, we have tickets that come in, in which the agents do not have admin rights or access to solve the issue, so they would have to notify one of the Admins in our central office building.  Sometimes we also have staff members that change school locations without notifying us, so their location might be for the wrong school / wrong agent.  I currently have rules set up where a ticket gets assigned to an agent based on the requestors school location. We also have per diem intern technicians who go around to all the schools and assist our main techs, they would need to be able to create tickets for the locations they are at. But once they open the ticket for a school, it locks the ticket and assigns it per my rules

We have an agent who helps with some of our tickets, that never gets assigned the ticket directly.I am wanting to filter the tickets we have to see what tickets they have previously worked on.Essentially the flow is:Ticket gets assigned to Agent 1Device gets handed to Agent 2 that performs some part of the work (replaces a keyboard for example) and adds comments to the ticket on the work done. The ticket remained assigned to Agent 1 During this process. Agent 2 is not a follower of the ticket (and can not be) Agent 1 completes the rest of the work needed and closes the ticket upon completion.The desire is to be able to filter on IIQ tickets and be able to see what tickets “Agent 2” performed some work on. I’ve been checking the filters, and unless I’m missing something (which is HIGHLY possible), I do not see a way to filter for this.

Is there a way to limit access to certain tickets to a team?I have assigned the ticket to a team but other agents can still view it. We want to limit access to tickets that might have sensitive data.Thanks

We often get tickets that are misclassified because sometimes Staff/Faculty do not know the details of a system / issues.The fact is that the ticket input for system/issue is very limiting and does not allow search until some choices are made.  Even then, the search does not seem to be recursive… thereby limiting the options presented.Is this a common situation for others?  Would you like to see better system/issue type choice AND recursive search?We’re trying to make the most of rules and analytics… but this is all dependent on proper “original” choice of system/issue.

Is there a way to create a list of subtasks and subtasks groups without having to go into a ticket itself? I would think it should be as easy as creating issues.

Apologies if this has been asked and answered already but in the Open Tickets view, what's the difference between "All Open Tickets" and "Available to Work?"Are there ever any instances where an open ticket is not available to work?Is it possible to remove one of these tabs if they’re redundant in how we have things configured?

Hello,  Im looking to create an automated report for our department admins that would show the daily tickets resolved by the agent as well as the tickets that are still in submitted status 

In Ticketing Analytics Explorer, where do date filters like “This School Year” or “This Semester” get set.  When I click on “This School Year” the dates are incorrect.Thanks

We have a vendor who uses their own ticketing system (Zendesk) that automatically creates a ticket on their end when one of their devices is down. When that occurs, they send an emails to us letting us know that there is an issue we need to troubleshoot. We want to be able to use that email to generate a ticket, but whenever they try using our tickets email address, it won’t do it. I don’t know if it is because it is from Zendesk and saying it’s from the vendor. I do know that if I forward the email from Zendesk to our tickets email address, it creates the ticket, so the rule is valid. How do I get iiQ to allow the Zendesk email to generate a ticket?!--a=1-->

My rules don’t appear to be running against a portion of my tickets. I did find out that for a week or so another administrator had disabled my rules. Once i noticed, i reactivated them, but since then, they have not rerun on any tickets from that time. They are working on current tickets, so the rules still work. I can bulk close these stale tickets, but i would prefer to run the final rule to send out the associated email once last time to the user. Can I manually run a rule against a bult of tickets?  

I’m curious if anyone has a workflow for auditing tickets within IIQ. I’d like to be able to audit resolved tickets for things like:correct issue selected correct resolution selected user attached to ticket asset (if applicable) attached to ticket was inventory properly updatedTo generate an unbiased sample to audit from, I wanted to set up a rule to randomly select resolved tickets from the week prior. Unfortunately, creating a rule like that isn’t possible yet. I would love to hear what other districts are doing to ensure tickets are accurate and complete. 

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? 

Good evening, Anyone know a way to “backdate” a ticket?  We have a few tickets that were needed to be documented from an older system.  I tried doing it via API, but it appears to not like that when using the CreatedDate. Thanks

Curious if anyone has found a way to do something. We are a mostly Windows career tech district. We can see in Intune the last time a device was logged into and IIQ imports this data which is great. What I would like to do is automatically generate audit tickets for any device that has not been logged into for say 6 months. Unfortunately there does not appear to be away to access the intune data to trigger this. Just wondering if anyone has found a better way to address this?

Is it possible to restrict agents from viewing specific tickets assigned to another agent?For example, we have a Safety Officer Administrator who wants principals to document any incidents that occur in the district by submitting a ticket to the Safety Officer Administrator in IIQ. However, when a ticket is submitted, all agents currently have access to view its details.I would like to restrict visibility so that only the Safety Officer Administrator and the principal who submitted the ticket can see its details, preventing other agents from accessing it. Is this possible?

Hello all , i was curious if there is an option to add a signature at the bottom of my ticket responses  in IIQ to add to the professionalism . Has anyone had sucess when doing this?

I was wondering what is the purpose of this icon?  

I am trying to move my district away from the current Google Form we use to submit order request and have it set within IncidentIQ. I have created a list of custom fields and created a custom ticket. Everything is setup there without issue; my question is related to a specific part of the ticket where we ask the user if they have any additional items needed. I want to know if its possible that when the user selects “yes” than an additional line becomes available to add the next item or do I just need to add a few lines to the bottom not required by the requester? 

Hello - I was working through our new HR portal, and our CSM was using photo examples from other districts who have already created similar rules that we are looking to create. The idea of creating a community rule share struck me as she was showing me photos of other school’s rules. I thought that maybe a platform in the IIQ Community that anyone could upload their rule template to and share it with others and how well it worked for them. This could take community collaboration to another level. We could then import the template to our selected IIQ product and tweak it to what is needed or see how it can be used to build more advanced rules to fit a niche need. Almost like a Github share of IIQ Rules and Ticket Templates.I did share this with our CSM, and she wrote it down to share, but I thought I would also share it here for some more exposure.

This may sound like a silly question/issue, but no one in my department (including myself) can figure out how to edit/add to the original request inn a ticket. Is it possible and, if so, how?

Hello!We’ve started to have some confusion on what comments are visible to who in IIQ. We tend to add several followers to many tickets, including other agents, and external email addresses(to communicate to parents). I’m not 100% certain who can see comments when the comment is set to “Not visible to requestor”. Do all Followers see it? Is it truly just the requestor that doesn’t see it?Is it just Agents that are followers that can see comments set like this?Does anyone have any ideas? Thanks!   

When tickets are submitted and we need to exchange a device to retire some times the option does not show up . I have checked the groups permission for the people that submit the ticket and the box is checked . Is there another place i should be looking ?

Is anyone else not able to load tickets this morning?