Tickets

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.

Hi, I thought I’d submit an easy question today, at least easy for the community maybe. I have two users have identical permissions in IIQ but one can view the calendar a their location and the other cannotI can’t see any difference in any specific settings between the two. Their roles are the same. the only thing I’ve been able to come up with is for one user to clear their browser cache.  Any ideas on why this may be happening?Thanks, Al

I searched through the community but I am not seeing quite what I need. We have a Principal who wants to view the tickets for his building.  Is it possible to make him an agent and give him view only access?  Can we make it so he can only see his building?  Regardless, of whether he can see all tickets or only his building - the more important question is the 1st one.  Can he get view only access? I know he can be added as a follower if we need to go that route.  But I don’t believe you can view closed tickets and he wants the ability to look at those.

Recently I’ve noticed a change in behavior when I “Change Issue”. Because all of our tickets come in via email we assign the generic “Other” issue to it when it’s received. Then the ticket is assigned to our team and then an agent. The agent will then update the issue using the “Change Issue” button.Recently I’ve noticed now when I push Change Issue, it reverts to start ticket after changing the issue, even though the ticket was already started. We have to then click start ticket again to the issue will be changed and confirmed. Is this the intended actions moving forward?

I had a couple questions about best practices when creating tickets. We've noticed that when creating tickets for chromebooks or iPads using the "New Ticket" Button,  once the ticket has been created the ticket doesn't attach the owner as " requested on behalf of " unless we do it manually after. Is this normal? If I create a ticket on the device info page it does attach the asset owner automatically. Is there a reason for this? or is it just a glitch?

Hello!I’m curious on how I make a shortcut? I see the option for them when I’m inside a ticket, but unsure how to set them up prior to that screen. Furthermore, I want to make a shortcut to add resources to a ticket of issues that we run into fairly often. Thanks for any help! !--a=1-->

We sent out generated statements this fall to families - some who deny recieving them. How can I verity it went from IQ to family?

Hi,We can’t create tickets because the create ticket wizard won’t load. I tried deleting cookies and cache and it still doesn’t work. This is affecting multiple users and computers. It does appear that we can work tickets, just not create new ones. As such, we are not able to submit a support request with Incident IQ via the Help menu because it uses the same workflow. That’s why I’m posting here.

Is anyone else experiencing slow loading when opening tickets, applying shortcuts, closing tickets, etc.? When I open tickets it opens in a different view before readjusting itself, then it’s super slow or doesn’t respond at all when performing any kind of action.  

How do I have a survey get emailed to users who put a specific ticket type a week after the ticket was resolved?

Is there an option to unstart a ticket? We have certain tickets that are often put into our system incorrectly. I set up a shortcut that allows my techs to change the issue, assign the ticket and add a comment regarding the proper way to enter it in the future. To do this, the techs have to ‘start’ the ticket. This means that when the next person comes to actually start the ticket, it won’t auto assign to them. I would like to have a shortcut action that would uncheck that flag.!--a=1-->

It would be great to have a visual indicator when you open a ticket to see if there is another agent actively viewing the same ticket. Some companies call this “Agent/Tech Collision” and it prevents something being double worked. 

Is it possible to view all agents’ data on one page.  For example is there any way to create a view with all agents showing their current total open tickets as well as their resolved tickets for the week?  It would be useful to have this data in one spot to monitor and compare