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

  • 772 Topics
  • 3,236 Replies
773 Topics
A
ALindley 417134c scusdObserver
asked in Tickets
KB article owner no longer with us.

We have kb articles that were created and owned by an employee who no longer works with us. I am an admin and I cant edit or delete them. Is there a workaround for this?

406
Hannah Bailey
J
Participant
jo.cpaParticipant
asked in Tickets
Followers list/click takes too long to load

The Add Followers function/dropdown is slow to load. 😕Anybody else have this issue? 

303
Kathryn Carter
MAndrada 510b733 powayusd
MAndrada 510b733 powayusdObserver
asked in Tickets
Email to ticket reporting

We have email to ticket configured in IIQ, where if an email comes into a specific email address setup in IIQ, it’s auto assigned to a specific team.Is there a way to filter or report on which tickets were created from that email address?(One step I realized that I need to put into place in our rules, is to set an issue for these specific emails, but for the tickets that are already in queue, I’d like to find out which ones were created through that email address.)Thank you in advance!

715
Kathryn Carter
J
JMendoza 257638c sageoakObserver
asked in Tickets
Faculty and Staff roles are able to view Quick Tickets in their Dashboard, but cannot click on them

We are having an issue where our faculty and staff can view quick tickets that are assigned their roles, but when they click on the tickets they are not able to access them. I have gone through the permissions for those roles and did not notice anything obvious that was not toggled on. I have not known of any major settings changes that have caused this issue. Is there an action to cause Quick Tickets to go into “View Only?” IIQ admins are able to access quick tickets from their dashboards without issue. 

223
Kathryn Carter
B
BNeal 9839ec5 bisd303Observer
asked in Tickets
Agent Based Reporting and Multi Team/Agent Tickets

Hey all, I am curious how other districts handle this, and be warned I might be overthinking it. Currently we have a tech at each school building. They handle all tier 1 support at the site. This includes intake of devices for repair. Most techs spend some amount of time troubleshooting devices that come in and determine if they need further repair. If they do those devices/tickets are re-assigned to our repair team. When we do this though the report will no longer reflect the time the agent themselves spent on the ticket I assume (from what I can tell) unless we retain the assigned agent. If we did retain the agent the work the repair team did would then not be reported it seems.In the end I am curious what other districts do to manage repair ticket workflows in order to maintain accurate reporting/analytics (I know we can create sub-tickets but not sure if that would be overcomplicating it). 

1196
Kathryn Carter
J
JHernandez 87f56e brawleyhighObserver
asked in Tickets
Multiple Days

How can I add multiple days to one ticket?For example I need to reserve the Cafeteria from 8-12-24 to 8-21-24.

171
Kathryn Carter
M
Contributor
mrodriguezContributor
asked in Tickets
Parent ticket

Anyone else having issues with a parent ticket not showing the child ticket in the “timeline” when they are merged? For instance I have a ticket that had the same issue on another ticket and decided to “merge” them with resolving with “duplicate ticket” option. In the past I thought that it would give me a “timeline” comment saying that the ticket was a duplicate to reference later within the parent ticket?

311
Kathryn Carter
T
TLangan 367fea9 longwoodcsdObserver
asked in Tickets
why am I getting this on the tickets I submit "undefined submitted the ticket " and how to I make it stop !

I get this wording on every ticket i write now. I never did before.” undefined submitted the ticket “why? and how to I stop it?

536
T
E
ebloomfield33Observer
asked in Tickets
Notification or icon that someone has left message on ticket

not sure if this is already available and I don’t know about it or if it’s something that can be added.  I would like to see in my ticket view some sort of icon or wording that lets me know someone has added a comment.  Right now it says updated and a time but that can change based on many factors.  would be nice to see that a user has left a comment so I can then go to that ticket.  thank you

181
Kathryn Carter
R
RCutler 18055f2 claytonObserver
asked in Tickets
Requested on Behalf of Variable Field

Good Morning,Our district is currently working on submitting tickets in bulk using created ticket templates. Our intention was to submit tickets for assets that have associated owners, in order to have the owner of the assets captured as the requestor field. Since Ticket Templates default to the Ticket Submitter for requestor, and the ‘Requested by’ and ‘Requested for’ actions require specific users to be filled in, we are looking for a way to map other fields to the Requested for / Requested By field.Are there any solutions that could accommodate this? Our intention is to be able to utilize fee tracking with these tickets, which requires the tickets be ‘on the behalf of’ the associated asset’s owner.Thank you in advance! 

732
Kathryn Carter
S
SPeaslee 205c86 mooreObserver
asked in Tickets
Remove requirement to add an action

My predecessor made it to where there are a few specific people who are not required to add an action to a ticket before closing it.  I have been asked to duplicate this to a couple of new hires, but I cannot find where it is done.

995
Kathryn Carter
M
MSamuel 8605835 ccisdObserver
asked in Tickets
KB within IQ for users

Can you create a KB within your environment for your team, with vendor support information, quick fixes and guides?

342
M
W
WBlue 3e1ca monroeric
asked in Tickets
How to add form when viewing ticket?

When I click on the drop down menu and click on “attach form”, there are no options for me to be able to select a form.  I followed the instructions at  but still no forms shows up via drop down menu or via rules.  I created a form via custom fields and included “iiQ form” field, still nothing in drop down or in rules. I created a template ticket, still nothing in drop down or in rules. I tried quick ticket, still nothing.  What am I missing?

513
Kathryn Carter
A
alambarenObserver
asked in Tickets
Existing Tickets to Template Ticket

Hello, We are looking for a way to apply to an existing ticket, a template ticket.  For example, a ticket is created for a Chromebook with a keyboard issue by a staff member for a student.  The Chromebook is under warranty, we want to apply to the ticket subtask to the ticket for order of operations in sending it to manufacture warranty, without having to manually add sub-tickets each time.  Another example would be a ticket is created for laptop that had liquid spill and after troubleshooting, we deem the device has reached its end of life, and would like to apply the template to the existing ticket, which will add subtask automatically to the ticket, of removing from Inventory Spreadsheet, Removal from our imaging program, removal from our directory, etc. Without having to add each subtask manually.  Is there a way that already exist to do this, or what have others done to accomplish task similar to this?  Thanks 

452
Kathryn Carter
J
JBonicioli 13324ce montvilleObserver
asked in Tickets
The Receive Repaired Device link is not clickable

I started to see today, May 24th that the Receive Repaired Device option from Trafara is not clickable.  This is a problem as it is a Required box to click to close the ticket.  Is this a Incident IQ issue or a Trafara?

151
Kathryn Carter
G
Greg TObserver
asked in Tickets
Include Fee in the ticket

Hello, I have a question about including fees in the ticket. After the the ticket is created and a fee has been processed. The ticket assignee is unable to view what fee do they owe from ticket details. It only explains the status of the asset. How can we include the fee when the assignee goes to ticket details? Thank you

513
Kathryn Carter
ADeLacy
Participant
ADeLacyParticipant
asked in Tickets
Survey completion Emailing the Agent ?

Noticed an odd one, We had and agent close out a ticket. Later / Next day the survey was filled out. Our agent got an email notification about the ticket but it was not reopened, no additional comments and the ticket remained closed.We found with some investigation that the survey completion seemed to triggered the e-mail.Trying to see why / what might have caused this, any Ideas ?

486
ADeLacy
Participant
GWade
Contributor
GWadeContributor
asked in Tickets
Follower's view?

So first time coming across this question and not sure if its a setting, rules/role or just this is the way.   I added a coworker from another department as a follower on a ticket.   She needs to see the details of the ticket but when clicking on the ticket, she only has the option to leave a comment but can’t see the details.   Is this normal or is there some setting I am missing?   Thanks in advance! 

18210
Kathryn Carter
H
Contributor
HWeddle 133a03 msad75Contributor
asked in Tickets
Attach Existing Ticket as Subticket

Hello there - I’m wondering if the function exists to make an existing, unrelated ticket into a sub-ticket on an existing parent ticket? Similar to how you can move these relationships around in the Jira software. If this isn’t possible, can we request this be added as a new feature? Thank you!

673
Kathryn Carter
lpreedom
Contributor
lpreedomContributor
asked in Tickets
Assigned Agent In Ticket

Ever since the new update, when attempting to search for an agent in the Assigned Agent part of the ticket, everyone in the system, even those that are not agents are showing in the search. Is there a way to fix this for only agents to show?

613
Kathryn Carter
davecarty
Participant
davecartyParticipant
asked in Tickets
Rule to add to Favorites

When a user create device ticket, their Favorite Assets automatically show up at the top of the list and they can click it to create a ticket. Making a device a Favorite seems to be a manual process performed by the user.We want all devices the user is an Owner of and all devices in the Room the user is associated with to show up as favorites.Can this be done with a rule?  

692
Kathryn Carter
A
Participant
akorkishkoParticipant
asked in Tickets
Select All Iteams permission?

Does anyone know what permission controls Select ALL Items button on the right? Only my iiq admins can see that button and not my Agents currently 

142
Kathryn Carter
S
SRogersObserver
asked in Tickets
What's the purpose of Asset Exchange in a ticket?

Help me.  I don’t understand the purpose of the Exchange function for exchanging assets in a ticket.The ticket is submitted because of a problem with the original device…it is decided that swapping out the device is the best option.  The new device works fine (obviously), but the old device still has the problem.  Why would the old device with the problem be removed from the ticket? This makes it look like the new device is the one with the problem when, in face, the new device was the solution.  Wouldn’t it be better to keep the old device attached to the ticket?I’m just trying to understand the purpose and use case for the “Exchange” button, and how it differs functionally from the “Change” button Thanks.

1264
Kathryn Carter
HeartlandTechie
HeartlandTechieObserver
asked in Tickets
Ticket creation via API?

Is there a way to create a ticket from the API? I have summer collection coming soon and need a way to allow my "first check" system to email parents damage reports and to make a workorder/ticket in Incident IQ. Is there an example of creating a ticket via the API?

81923
Kathryn Carter
C
Contributor
CLee 1176405 shakopeeContributor
asked in Tickets
Bulk edit ticket location

Is there not a way to bulk edit ticket locations? Have a service account that generated tickets. Have adjusted rule to set location going forward but want the current active tickets (~40-50) to be fixed also.

273
Kathryn Carter

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