Tickets

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

Can we get an update? Please

Is anyone else experiencing slow load times with iiQ today? We are experiencing issues with tickets not loading and ticket views not loading or taking a very long time to load. Anyone else?

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 inste

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?