Tickets

Is there a way to add a follower to a ticket based off a custom field that is required to be filled out on a new ticket? I am trying to create a rule that will add a follower based of one of our custom fields but when I see the follower options I only get these threeI see that on the asset options I have “Set asset owner (by Custom Field)”. I would like to know how do I activate this feature for the follower options.

Here’s my example - Several teachers are getting the same error in Lanschool.  Right now each teacher submits a separate ticket and I put them together in a work package.  Is there a better/different way to handle tickets like these?

When creating a subticket with a rule or template can I assign the requester to work the subticket automatically? We are trying to set up iiQ to create subtickets automatically when a certain ticket is created, and have one of those assigned to the original requestor of the parent ticket.We have tried setting the ticket template set to “assign to submitter” as an “action” but something seem to be conflicting with that and It keeps going to “System Service”

We use many rules for assigning tickets, creating subtickets, assigning SLAs, sending Webhooks, etc, which has been great, but we have gotten to a point where we have 75+ “When Created” rules, which all affect tickets differently. Part of it is on us, we are trying to simplify and reduce the number of rules, but we also just have many rules that do different things, so not all can be simplified. All that being said, my question is this: How do you keep track of your rules, what does what, and making sure new rules are placed correctly? Do you use rule names to do it? or do you have another method? I feel like there is an easier way to do it, but maybe I’m missing something. Thank you for the response!

Thinking this isn’t currently possible or I am missing how to configure. There are a few tickets that when they hit rules for routing and such we would like to add internal message/note of process to follow.  I am not seeing anyway to do that in the rule process has anyone figured out a work around?

Hi all brand new to IIQ so if I am posting in the wrong place please be gentle.My question is there a way to have a rule auto assign a ticket to the creator.  I created a category called To Do list and will use that to track my personal project list.  Wondering if I could create a rule that when that category is selected it auto assigns to the person that created it.    

I need a way to be able to pull these labor transactions into separate lines on a spreadsheet.  Does anyone know how to do that??  Every report I do either combines the total labor hours or it will give me 2 lines but both lines have both labor totals.  This should be very simple to do since each labor transaction is its own record.  

Often I use the app on a smart phone. It would be nice to see the room number without clicking into the ticket and scrolling to the room number?

Our office is going to be closed for the holidays. How do we include an out of office message on every ticket creation email?

Hi all,Is there a way to create a ticket view that has dynamic filters based off team and location? Maybe iiQ has a permission setting that will do this?We have 10 locations and 3 roles at each location. I am hoping I don’t have to create 30 views.Thanks

This is great that the agent role is set to the default when assigning a ticket to another person but we have many others that are admins and it still adds a extra step. Is there a way to set admins and agents as the default?

I am trying import some tickets from an old system via the API. The only thing I am not able to figure out is setting the created date to the date from old system and not today. The API responses have the created date in the format of YYYY-MM-DDTHH:MM:SS as in 2024-12-12T14:30:00 but when I try that format it doesn’t seem to work and sets the date to today. Is there another format or can created date not be anything but today?

How do you add a custom fee. There are already some options, but I don’t see where to create custom fees that can be made for tickets.

Hello- Is there a way to run reporting based on tickets? Examples being:Users with the most tickets Assets with the most tickets I’m looking for options to dig deeper into ticket numbers and to see what users/assets have the most issues over time. Analytics is nice for a bigger picture view, but hoping to see more. Thanks.-Rich

Is anyone else seeing this issue where a usb webcam is not working to take a snapshot?  I have deleted cookies, restarted the browser and computer, tried a different webcam, tried a different browser, made sure that allow is set in camera settings, and it is still not working.  Any help would be much appreciated.   

In my soon-to-be previous ticketing system, I could create ticket ‘types’ and apply SLAs to those types. For example, most support requests are ‘issues’  (broken screen, can’t connect, etc) that get a standard SLA (reply in 1 day, resolve in 1 week). However, some are ‘projects’, such as building a new computer lab, refreshing network infrastructure, etc that would get a much different SLA (reply in 1 day, resolve in 30 days).In IIQ, I only see ticket ‘status’ as a way to create this functionality or building a new issue chain. Using status is not preferred, as project tasks also need a status field. Building an issue chain requires building duplicate issue types under a project issue category.How are other IIQ users leveraging the system to manage quick/standard issues versus long-term/complex project issues?

How do you restrict a technician's view to only see tickets they are assigned, or teams they belong 

We use a lot of different roles in our district. When we click on a ticket, and assign a ticket to a user, or even change the assigned user, the default role is agent, however, we assign half of our tickets to staff and the other half to IIQ Admins, up until recently the default option was Staff and I’d just search the user I wanted to assign that way. But now the role is agent, and I have to change it to Staff. Furthermore, on mobile, I have no option to assign tickets to anyone who isn’t an agent. Is there any update planned to fix that?

When assigning a ticket it now shows users instead of agents.  We don’t assign tickets to our students yet we have all the students in our district in as users.  Could it be changed back to Agents? Pat

Hello,When we go to assign a ticket the list now shows all of our users. Previously it would only show Agents. Now we have to click Filter by Role and then select Agent. Is there any way to have only Agents available to assign tickets to? Thank you!Eric

I have two tickets (#14261 and #13723) that cannot be closed due to a glitch that occurs when trying to return them to spare pool. I have returned the spare and it is no longer assigned to them, however it won’t complete the action therefore preventing the ticket from closing.

I am seeing tickets submitted without anything in the “Describe your issue”.   I thought this field was mandatory for all tickets.  This is new behavior and was wondering if it was a bug or something in settings I need to check to ensure that this field is mandatory.   I could not find anything in the options.

I created a stale rule as a reminder for the requestor at 5 days and then on 7 days which was also set to automatically resolve. It has all worked (the emails on day 5 and 7), but my ticket did not automatically resolve on the 7th day even though I set that up in the rule (see below).  My tickets require us to confirm the issue and then set an action before resolving.  Is that why it didn’t automatically resolve?  The only issue there is that there’s no option at the bottom to add an “action” to the ticket before setting the status to resolved. Maybe I’m missing something though!  

Anyone Else experiencing major performance issues with IIQ today?  Navigating tickets that do not load and if they do I cannot add actions so I can resolve tickets.   

Is it possible to use the approval of a subtask in a Rule that would update our ticket (looking to send it to another Team when the subtask is approved).Maybe I’m missing how to do this?Thanks