Tickets

Does anybody know if there is a way to not require ticket action time, but require the labor rate time?

Figured I’d post here since the issue hasn’t resolved after 15 minutes.I’m working a ticket that has a device assigned through the spare pool. I’ve got the device and click on “return spare”iiQ is returning the spare to the pool but is not unassigning from the student OR recording that the action is complete, leaving the ticket in limbo as I cannot close it. 

Hi there,we’re getting complaints that we’re sending too many emails out, and I’d like to know if there’s a way to perform an action and resolve a ticket at the same time, so that the customer only gets one email instead of two.Any suggestions? Thanks!

After playing around with this option, it looks like only an admin can share a ticket. Is that correct? Is there going to be a change in permissions in the future that would allow someone to share a quick ticket with one of the coworkers or with anyone on their team?

Would be beneficial to our customer service building to see tickets that have been resolved by an agent and then reopened/escalated by the requestor afterwards. Would like to include tickets that have been marked resolved, then reopened, and then resolved again as well (in other words not just currently reopened tickets but past ones). Is there a way to go about this?

I had a technician tell me today that when they create subtickets for tickets they are assigned, they want those tickets to automatically be assigned to them. He said he rarely assigns subtickets to others but creates them for projects he is working on.Accomplishing this turned out to be possible, but isn’t as easy as I had hoped. There is no way to reference the agent from a parent ticket when creating a sub (that I could find). I even thought about experimenting with tags, but it would be ugly at best.My current workaround is this. This rule works, but is user specific. 

Today (9/30/24), there are some new implementations that I do not like. Actions are now required to resolve a ticket when using an alternate resolution (Resolve - No Response), when this has never been required before. Additionally, actions are now requiring that we add time to them in order to add them to the ticket. This is not a metric we use, so adding time is meaningless. Is there a way to disable these? Additionally, as a sort of annoyance, when assigning a ticket before, the view was automatically agents so you were able to assign tickets to only users who were marked as “Agents”, but now it’s listing every single user in our district. We are a 28 school district, which is means there a lot of users. It’s so frustrating, is there way to change this back so the automatic view is agents?

When you remove a custom field from a issue type, does it remove the field from all existing tickets? That is, the data that had been entered in that field is just lost forever? We accidentally had the wrong field on a ticket (two student ID fields with very similar names - one required and one not required) so we took the required field off of the ticket and put the optional field on. Now none of the existing tickets have a student id - they were all replaced with an empty field.Is that working as intended? Or a bug?

I need to run a report ran every FridayASSIGNED TO  SUBMITTED ON.. STATUS TICKET# SUBMITTED BYCan this report be emailed?

So We have been asked to allow Guest emails for a specific domain that shares a campus, we are getting the following. error, double checked settings and am now here.. any ideas where else to check past rules, permissions and roles ?  

Is there a way to make adding a comment required when changing the ticket status.  We would like to have a comment required when the ticket is escalated to a higher level tech or when we move the ticket to Facilities (we have a custom status that unassings the ticket, removes followers, then moves it from Ticket to Facilities).  It would be nice to know why the ticket is being escalated or moved.

We are asking the user to start “troubleshooting” in the current model with the UI offering top level technology areas branching down further into problem areas within each top-level domain.  I believe this is looking at the ticket creation path from the view of the system and not from the perspective of the ticket creator.The ticket creation should be from the perspective of the ticket submitter.  For instance, a faculty member who is currently teaching a course with the classroom display that stops working will not go through the trouble of selecting the area of the problem in a decision model to eventually arrive at a subsection that describes the issue.The alternative would be to have options for faculty experiencing the issue by first selecting who they are.  Faculty have different technology requirements than Staff.  Staff have different technology requirements than Students.  Students have different technology need than Parents.  You get the idea.So instead of looking at it from

I’m looking for a way to update the room numbers of several tickets at once without having to go in one by one (they are all resolved). Any Suggestions?

Today I noticed a new field in all tickets - cost summary.This is not applicable for our organization’s use, so I want to hide it.The only location I have found where the option might be present is under “Custom Fields.”The issue here is that it seems to be locked and unable to be removed.I have full admin rights, so I’m not sure why I cannot remove this.Since we don’t use cost tracking, I worry that this is just visual noise that makes the product more difficult to use for our purposes.Is there any way to hide this field?

I have all email notifications turned off yet I still receive email notifications. How do I get those to stop?

I have a ticket opened.  But I want to send a comment/response to multiple users via the ticket system.  How do I send an email response to a user via ticket?

Hello, Is there a way images can stay in order when they are being sent in? When I go into the Emails tab, the images are stripped out.  Also, the ticket does not include the images in order:  Is there a setting we can change? How can we fix this, so that we do not have to guess which images go where. Thank you for your support. 

hello, can someone help me out with an issue, when our users submmit a ticket they are missing the option to input a room number. I have checked and in the site option we have it as required. is there anywhere else I can check to see if there was changes made?

There was a recent change in the location rule requirements for assigning tickets to agents and teams. Previously, in our large buildings, we were able to assign tickets to a team, and individual agents would pick up tickets as they noticed no other agent had claimed them. This allowed for a smooth, self-regulated workflow among our agents.However, with the new requirement to assign an agent or team for "All other locations," we’ve had to adjust our process significantly. Now, we’re forced to create an agent to act as a placeholder, which disrupts our previous workflow. Agents are still self-assigning the tickets when they see the placeholder agent, but this new step adds complexity and inefficiency to our process.It would be incredibly helpful if there were an option to toggle this feature on or off, depending on the preferred workflow. Our previous method of leaving tickets unassigned until an agent could self-assign worked much better for our environment, and we’d love to have that

When creating custom resolution actions for ticketing, Is there any way to have it appear for every ticket category all at once? And is it possible to edit the suggested actions tab that appears whenever you view a ticket? I would like to have my custom resoluton actions appear in that spott. 

I have found that our IIQ Ticketing has gotten a bit messing in the aspect of where we can find the issues for our products.  Example: I believe that there are 2 ways to submit a ticket saying that a screen is broken.  Either in hardware or under display. It just gets confusing in the long run and especially if we look back at what was done every fiscal year and how it's hard to identify what problems were fixed.  My question is, is there a way that I could print or export all the issues that we have for our IIQ and identify what needs to be added or more clear direction for a better IIQ ticketing system? Please let me know if I need to explain this better. 

Haven’t had any luck searching for this issue. So I found that when updating a user in a ticket that would then send them an email, if they were out of office and that email responded then IIQ would create another ticket. I tried stopping this by putting an exclusion (subject = %automatic reply%) in the rule that allows emails to come in but what happens is that IIQ still responds with an email that says your ticket was refused. Which really confuses the user. How do any of you deal with this?

I read in the Setting up Email to Ticket Functionality that other email addresses can be used (besides Tickets@) but I receive an error email from IIQ stating that the format isn't correct Am i missing something? the format is correct - name@school.incidentiq.com - the tickets@ email address works fine, but I wanted a different one to trigger a specific ticket chain. 

I wish it was possible to be able to edit the subject line of a submitted ticket. I can re-categorise and make a note to better clarify the issue but some of my users are so off base on what subject they submit the ticket under. Anyone else need/want this functionality edit to IIQ ticketing? Is it already a feature request?