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Find FAQ's about Ticketing and favorite Ticketing workflows from other districts

  • 786 Topics
  • 3,285 Replies
787 Topics
lpreedom
Contributor
lpreedomContributor
asked in Tickets
Closing tickets via email

We used to use spiceworks for our ticketing system, and one way our agents could close tickets via email was to type #close in the body of the email. Is there a way to do this in IIQ through some sort of rule or something similar?

251
Kathryn Carter
D
DThurlby 86351be bps101Observer
posted in Tickets
Reports needs work

Reporting really needs some work. It would be nice to have it a bit more interactive if I email the report, it doesn’t even show numbers on any graphs when you try to share it. I’d rather not have to give access to the HD if all I want to do is share a report and stats. The data also seems wonky at best in most canned reports. Just suggesting an overhaul to make it more useful. I love having the trend data to present to the powers that be.

131
Kathryn Carter
R
rokes21Observer
asked in Tickets
SET REQUESTOR BY CUSTOM FIELD

in ticketing rules  -  ‘set requestor for’ by custom field.  we have functionality for this  ASAP.  It seems to be an oversight in the options listed

272
Kathryn Carter
ACampbell 717f23b friscoisd
ACampbell 717f23b friscoisdObserver
asked in Tickets
Subtickets in the IIQ Mobile App

I am looking for some ideas on viewing subtickets in the mobile app. I love subtickets for my techs who are generally on a computer, but testing in the app for the first time has brought up a few bumps.We are planning to launch a subticket for a door repair when a daily door sweep ticket indicates that a door is in need of maintenance (through a custom field). A campus staff member checks every door and we keep that ticket as documentation (a state requirement); then if a door is broken we auto-launch the subticket rather than have the user do double work. However, I can’t figure out how the technician can easily access the information on the parent ticket when using the app. We will currently just have them search the ticket number immediately preceding the subticket number, but I know this hive mind has ideas!Am I missing a way to access the parent ticket through the subticket on the mobile app? Is there a way to transfer certain information from the parent ticket to the subticket so

271
Kathryn Carter
ACampbell 717f23b friscoisd
ACampbell 717f23b friscoisdObserver
asked in Tickets
Subtickets in Facilities Product?

Can you not create a subticket in the rules engine in Facilities? I have successfully used subtickets in Ticketing often, but have hit a brick wall in Facilities. “Create a ticket” is listed as an action, but not a subticket option. This is strange as in other ways the rules engine has seemed identical between the products. The KB guide doesn’t address either product specifically, as always focusing on Ticketing. Is this a bug, or working as designed?

344
ACampbell 717f23b friscoisd
C
christine214Observer
posted in Tickets
Tickets not loading

Tickets are not loading and can’t create an IIQ support ticket.

111
Kathryn Carter
J
JLavoie 847eb09 dekalbObserver
asked in Tickets
Screen stuck on "Starting ticket .."

Incident IQ won’t allow me to create a new ticket. It shows this screen infinitely. I am running Windows 10, and have tried it on Chrome, Firefox, and Edge. I have also restarted my computer.  

121
Kathryn Carter
A
Contributor
ajthummaContributor
asked in Tickets
Support tickets for multi location events

Does anyone have any suggestions or solutions they are using for creating support tickets for events with multiple locations?  The issue we have is that if an event requires custodial services I can create a ticket and set the location to the event’s primary location, but if there is a secondary location (such as another school in the case where an event may be using fields at 2 buildings) I haven’t found a way to create a ticket for the secondary location since that will be handled by different staff.  I don’t believe this will be a common occurrence, but the question was asked.

497
Kathryn Carter
S
SBourque 567ca80 apsbObserver
asked in Tickets
Auto assign email-created tickets to the email address in the 1st line of the email

We have it set up that when we forward an email from our Help Desk email, a ticket is created. Changing the Requestor (submitted by person) is being done manually from Help Desk to the employee.Is there a way for the Requestor (submitted by person) to be auto assigned if the employee’s email is always the 1st line of the email being forwarded, example: From: John Doe <john.doe@myschool.org> would always be the 1st line? This would prevent us from manually having to go in and change the requestor and our rules should auto-assign the ticket to the correct team to work the ticket. We are a large district and are about to get inundated with emails for the start of school. This would help out tremendously.

1767
Kathryn Carter
D
DAdmin 3474319 kippneworleansObserver
asked in Tickets
Create a ticket when a form is submitted

Hi,I am trying to get a ticket created when a form is submitted via “Submit Form” or the public URL. I created the rule from the Form Submission Auto Generate a Ticket KB and a ticket template but I think my template is wrong.If I add the issue category that has the form, a draft form is added to the ticket instead of the one submitted.If I don’t have an issue category, a ticket is not created.What am I missing?Thanks

983
Kathryn Carter
A
AKennis 77b3f7 oubocesObserver
asked in Tickets
API to find ticket by number (not GUID)

Hi.  Is there an API to find an existing ticket based on its ticket number rather than its GUID? This API requires the GUID: https://incidentiq.stoplight.io/docs/v1/fac7a730d6815-get-a-ticket

1397
A
MLocke 773d4ae eacs
MLocke 773d4ae eacsObserver
asked in Tickets
Ticket Rule filter for Submitted By

We have an alternative program that has an employee that will be opening tickets on behalf of students with issues with their iPad. I need to create a rule that will assign the tickets to a specific team whenever this employee submits a ticket for a students iPad.The problem I’m having is finding a filter that will pickup the submitted by. The requestor filter is looking at the “on behalf of”.I cannot use the students location because it is there home school, not the alternative program.

392
MLocke 773d4ae eacs
ETabolt 8431c15 effingham
ETabolt 8431c15 effinghamObserver
asked in Tickets
Importing a ticket

We have bulk tickets that need to be created monthly. Is there a way to bulk create tickets using a csv file?

462
Kathryn Carter
M
MKrupinski 770c5ca powayusdObserver
asked in Tickets
Followers

Can you delete a follower?

1024
Kathryn Carter
lpreedom
Contributor
lpreedomContributor
asked in Tickets
Is IIQ down?

We are having issues with IIQ not loading for all of our techs. Is there an outage?

472
Kathryn Carter
M
MWinger 113772a sbunifiedObserver
asked in Tickets
Ticket Creation with API

Hi, I’m trying to create tickets using the API. I noticed the official API on https://incidentiq.stoplight.io only lists this endpoint, which has 50+ required parameters:https://demo.iiqstaging.com/api/v1.0/tickets/newThe other option I’ve seen on this forum, but not listed in the official API reference is:https://[SITE].incidentiq.com/api/v1.0/tickets/simple/newIt appears this option is only for creating tickets related to device issues since it requires a barcode? I’m looking to create a tickets with the API that has these details:User, Location, Issue Type, Issue DescriptionThe issue type would fall into one of these categories: iPad, Google Apps, WiFi, Account / Login Issue, Other Which API endpoint should I be using?  

22110
athaxton_iiQ
B
BGlover 300f99a penntraffordObserver
asked in Tickets
Setting custom view as default view

I have created a view custom views that would better suit our workflow than the default view. Is there a way to set one of these custom views as the default when you first open the Tickets tab? I would like to enforce this view for all of my agents, but the most I have found is being able to share it with them, and they have to click on it each time they open the page.

592
Kathryn Carter
davecarty
Participant
davecartyParticipant
asked in Tickets
Select an issue Category - List Order

When programing issues for a Model Category, the Issue Categories are alphabetical as shown below.However, when the list of Category options are presented to the ticket creator, they are not in alphabetical order as shown below.How is the order determined/adjusted?

332
davecarty
Participant
P
PCocklin 74723bd carthageisdObserver
asked in Tickets
New Ticket button not working

For our staff and faculty groups the New Ticket button is not working.  I have checked permissions on the admin side and they have access to submit tickets.  The button that says new tickets in the left menu is gone and when you click the one on the right side of the screen under the tickets menu nothing happens.  PLEASE HELP 

13921
Kathryn Carter
GEcheverria 46052c9 austinisd
GEcheverria 46052c9 austinisdObserver
asked in Tickets
Could you undelete a deleted ticket?

Hi, I need your help. Is there a way to undelete deleted tickets? Some of our agents deleted a ticket by mistake. Please let us know. We appreciate the support!

452
GEcheverria 46052c9 austinisd
S
SGaynor 84065d1 frenchintlObserver
asked in Tickets
Schedule Submit a Ticket Template?

Is it possible to schedule when a ticket gets submitted for a custom date after creation? For example; we use a ticket template to track tasks for onboarding new hires. We often get an email about the new hires weeks or months before their start date, but the tasks only need to be done 1 week prior to the start date. So is there a way that I could create the ticket but schedule it to show up at a custom date? (Much like schedule sending an email)

602
Kathryn Carter
A
AKennis 77b3f7 oubocesObserver
asked in Tickets
API for adding ticket comment

Hi.  Is there an API for adding a comment to an existing ticket?  If so, is it documented here? I saw the actual IIQ front-end in the browser making this request when I added a comment, but I don’t think this is a documented request-type… fetch("https://site.incidentiq.com/api/v1.0/tickets/be...ticket-id...6568/activities/new", {  "headers": {    "accept": "application/json, text/plain, */*",    "client": "WebBrowser v1720220859093",    "content-type": "application/json",    "productid": "88df910c-91aa-e711-80c2-0004ffa00010",    "sec-ch-ua": "\"Not/A)Brand\";v=\"8\", \"Chromium\";v=\"126\", \"Google Chrome\";v=\"126\"",    "sec-ch-ua-mobile": "?0",    "sec-ch-ua-platform": "\"Windows\"",...    "Referrer-Policy": "strict-origin-when-cross-origin"  },  "body": "{\"TicketId\":\"be...ticket-id...6568\",\"ActivityItems\":[{\"$type\":\"Spark.Shared.Models.TicketActivityComment, Spark.Shared\",\"TicketActivityTypeId\":6,\"ByUserId\":\"4cacdb03-eb45-4e61-b51f-f3695e1ab3f7\",\"Comments\":\"&lt

793
A
M
MDashoff 140a3a1 redlandsusdObserver
asked in Tickets
Unmark Urgent

Sort of a silly question. Is there a way to unmark a ticket as urgent?

171
Kathryn Carter
R
RCoffeyObserver
asked in Tickets
Information Field Placed Above Describe Your Issue Box

I recently created a custom information field (see image) and added it to a ticket type, but the field is placed lower on the ticket submission page.  I’m wondering how I can get the information field placed above the “Describe your issue” box.  I’d appreciate any help you guys might be able to offer up.Thanks!Ray  

333
Kathryn Carter
L
lgladmanObserver
asked in Tickets
Email to Ticket issues with automated email forwarding in gmail

We’re adding our communications team into iiQ to allow them to work support requests related to our new district website. Users will be enouraged to submit requests through iiQ, but the communications team has also requested that we have an option for staff and community members to ask for help just by emailing the communications email listed at the bottom of each webpage. I’ve successfully setup the email forwarding (gmail) and ticket creation in iiQ, but I’m running into an issue with our rules. The tickets are being created successfully, but I can’t find a way to filter all emails from the communications email for easy ticket routing to a team. It looks like the forwarded emails show the communications email address in the “to” field rather than the “from” field.The conditional filters in the rules engine aren’t working when I set the communication email as the “from email,” and it won’t allow me to add that email address to the “to email” field.  Any suggestions? Am I missing somet

1041
Kathryn Carter

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Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

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