Tickets

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? 

Hi,I’ve been trying to create a ticketing rule based on certain keywords. Essentially, if an email comes in containing the “Parent Square” keyword, I wanted the ticket issue to be set to “ParentSquare > Other / Issue Not listed > Report an issue”. The screenshot below shows this category exists in our environment.  However, when I go to the rule and search for Parent Square issues, nothing shows up. Also, just to test, I tried searching for specific Parent Square issues, such as “Email not received”. This time it did find the issue:

Anyone else seeing issues with the platform this morning? Forms are not loading, jobs not running, pages loading slow…I don’t see anything on the status page yet so I submitted a ticket.

Anyone see any forms having gone missing? All our forms are missing from designer.

Why is all my labor being logged as overtime in the Labor Cost and Labor Logged?  What feeds this graphic?

Is there a way to create shortcuts without starting a ticket? I would like to go create shortcuts for all the google classroom links we have on repeat tickets without opening a ticket.

Hi,We are still allowing users to send tech support request emails into IIQ. When a new email comes in, for the most part (we do have a few automations based on keywords) it is up to the agent to place the tickets in the right category. However, they often forget and the ticket gets closed out with being filed in the right category. Is it possible to enforce categories before a ticket can be closed? Thank you!

What happened to the activity tracker on my tickets that I am working on? I used to see how long it has been in my que.

Did I miss changes coming to ticket view?Used to see updated on standard ticket viewNow not there 

I am wondering what this option does if you say yes?