Tickets

Is it possible to have a custom dashboard for different teams/Users?  Can i create it and roll it out to a specific team/User?

How can I limit ticket views to only the person who submitted the ticket and followers. Sometime there is sensitive information in a ticket and any user can keyword search and look at all tickets, even if they didn’t submit the ticket.

Good morning,if I’m sending a plain-text email to IIQ intending it to be a ticket, can I use any kind of markup like HTML or Markdown to dress it up, or will it always come through as plain?Or if I send it as an HTML mail, with that markup come through, or do all email-to-tickets come through plain?Thanks!

Is Incident IQ down?  I am experiencing longer than normal load times if the page loads at all. 

I have created a stale ticket rule applying it to in-progress tickets.  I assumed that it would be applied to all tickets under the in-progress status.  However, I ran across a post that stated that it would be applied to any New tickets that had the corresponding status.  Would it be a feature request to have newly created rules applied to the work status of all in-progress tickets?

I am looking for a report (or view) that can show me what tickets used specific action.  We have a specific action for when our Chromebooks are sent to Dell for warranty repair.  It also updates the status.  When we get them back the actions are updated (returned to student, etc) and the status changes to resolved. I’m looking for a report or view that can show me which tickets were sent to Dell, either by the action or by the status.  Is that possible?

Is there a way to embed a google form into a ticket? I have tried placing the embed code into a info custom field as you do HTML, but it will not work. I don’t want to upload a form to iiQ and attach it. We use google forms to collect and store information on who requests specific things.

Is there a script example or have anyone successfully used the api to trigger a ticket creation from a ticket template?I have a ticket template that only requires the ticket creator to type in a student’s ID and the template takes care of the rest. Here is where the student ID would go.  

I created a Ticket for myself, Resolved it, as well, but then I got an email notification saying that the agent was changed to another coworker of mine. I never did that...! How is that possible. If I would get a valid email from one of the iiQ techs , I could sent you the exact ticket scheenshots and the email I received about this matter.  Thank you,  Ben

Hi there,I’ve been looking around and trying out the variables mentioned in this KB article: Supported Variable Data Points for Email Notifications | Community (incidentiq.com) However, I’m just trying to create a general salutation in my comments to users like this:“Hi {{Ticket.ForFirstName}},”But either entering it directly into the comment or using a text snippet shortcut doesn’t appear to work. Any advice or help on this would be appreciated, thanks!

When a teacher wants to start a ticket and clicks on My Assets on the left side, it shows all the chromebooks and devices assigned to their classroom.  I have had about 5 teachers in the last week tell me that they are unable to click on an individual device listed to start a ticket on it.  Is there a setting we’re missing to have teacher’s be able to add the asset/serial number to their ticket?

Is there  a way to use a Subtask in a Rule?I’d like to have a Subtask fire off an event/webhook when the Subtask is marked as Complete.Or should I convert that particular Subtask to a Subticket to be able to take advantage of Rules?

While Incident IQ already includes a tagging feature, we want to create a rule that automatically tags tickets and adds them to a custom view when they’ve breached their SLA. However, there is currently no system trigger that updates ticket SLA values on a regular cadence. As a result, we do not have the option to filter by "When field is updated: SLA Response" or "SLA Resolution", preventing us from using tags effectively for SLA monitoring.The ability to implement such system triggers would significantly enhance our ability to track and enforce SLA compliance. A cadence-based system trigger to update SLA values would ensure tickets remain accurately aligned with their required service levels independent of Agent, Requestor, or Workflow action. This would allow for more precise SLA tracking and improve overall service performance.Introducing this func

Is there a way to force a user to enter a serial number for Chromebooks only? 

What are some custom ticket statuses that you have created. We have created the following:Invoice - waiting on principal approval Invoice -10 DayInvoice - 30 DayInvoice - Magistrate 

I need the data point for when a ticket was created - does this just not exist? 

Hi All,I have always been able to see how old a ticket is in terms of days old. However, as of today, I can no longer see the age of a ticket in days. I can see the submitted date, and can do the quick math, but it was nice to be able to see a day count on the tickets instead of reading a list of dates. Does anyone know how to bring this back? I looked at columns for a bit and didn’t see anything that worked.

Looking for some help/guidance on this one.I’d like to build a ticket/quick ticket that can only be seen by building principals and agents for student information requests (eg filtering or email history). That way, I don’t have teachers or staff asking for that data and we can create a proper channel of communication with the requests.Anyone had success with this before?

Is there an API for adding a follower to an existing ticket?

Hello everyone Reaching out to see if this can be done. I would like to setup to where techs/agents can only see the unassiged and tickets assiged to them, but thats it. TIA  

Hi Is there a way to add any Ticket due date to the incident IQ calendar?

Looking at this documentation to create a Ticket and add a Follower at the same time.https://apidocs-cdn-g84-useast2.incidentiq.com/docs/v1/c2063c5b4a522-submit-a-new-ticketBut, I’m unsuccessful.  Is anybody able to accomplish this?I’ve tried“TicketFollowers”: “UID”“TicketFollowersUserIds”: “UID”“TicketFollowersUserIds”: [“UID”]

Is it possible to have a monthly ticket report automatically generated and sent to specific users? We have a need to have a monthly report generated that shows all the tickets entered in a given time frame and ticket status/resolution.  

I was testing “required ticket actions” to force the agent to change issue type from “Other and Not Listed” to the correct issue. The action appeared on the ticket, but I couldn’t confirm that the required action took place.I updated the Issue Type to the correct one and confirmed the issue, but I still couldn’t “check the box” or “refresh” the ticket. I then:Removed the required ticket action from the rule—no change. Deleted the required ticket action—no change.Now, I have a ticket I can’t resolve or delete, even through bulk delete. Any advice is appreciated. 

I want to send a reminder to the “Submitted By” user, two days and then five days, after the ticket status has been set to “Waiting on Requestor.”On the fifth day reminder, I want to let them know that the ticket will be automatically closed within the next 24 hours, and then have it do just that.