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

  • 773 Topics
  • 3,236 Replies
774 Topics
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
M
MSmith 20667d nrcollabObserver
asked in Tickets
Needing help with my email bouncing in ticket email threads and notification

Hi, I am am IIQ Administrator in our newly Launched IIQ Ticket system. I am not receiving any notification emails even through all notifications are turned on in my settings. Also, my emails are bouncing in the ticket threads as I process a ticket. Here is the error.Oct 12, 2023 10:12 AM -- Email bounced. Type: Permanent, Sub-type: OnAccountSuppressionList [ ReportingMTA: dns; amazonses.com, Details: Amazon SES did not send the message to this address because it is on the suppression list for your account. For more information about removing addresses from the suppression list, see the Amazon SES Developer Guide at https://docs.aws.amazon.com/ses/latest/DeveloperGuide/sending-email-suppression-list.html ]Thanks for any suggestions you may have!

925
K
M
MSmith 9172fb3 tcssObserver
asked in Tickets
Pin Internal Comments

Is there a way to pin a comment in the timeline to appear at the top? Context: There is a date typo in the ticket text that can’t be edited. I wanted to let the team working on it know that the date is wrong, but not get lost at the bottom of the timeline as the subtasks and actions are completed. I thought if I could pin the comment at the top that would help.I thought it could also be an action, but I think it would have the same problem.Any help is appreciated.

252
Kathryn Carter
D
DKelley 8238bc2 wcpsmdObserver
asked in Tickets
User Search - Edit Requestor - Possible FERPA violation question

Our district has a Staff Role who only has access to the Dashboard and the submenu underneath. (So, no assets, tickets, or users).  We didn’t see a reason to share with them all the ticketing, assets, and user search options because we suspect some of the additional information available through those screens may be a violation of FERPA.  The only other place where we can see this still being an issue is on the New Ticket request screen where all users can “Edit Requestor,” at which point, you are presented with a search user option.  On this screen, you could search for any student, and see their location.  Is there a way to limit this?  If not, has anyone else ever raised this issue before? Do you know if iiQ has some language in an official statement available that indicates we would not be in violation of FERPA?Screenshot

482
Kathryn Carter
D
Participant
Daniel PParticipant
asked in Tickets
Adding including ticket's description in sub-tickets

Hi, It seems to me when creating a sub-tickets via rules, the parent ticket's description should be at least an option to be included, as it adds valuable context to the sub ticket. Is this even possible? Thank you.  

373
Kathryn Carter
L
luke.rObserver
asked in Tickets
How to create/edit Ticket Workflow

Under ‘Administration > Ticket Statuses’, when I create a new Status, there are options to select Workflow and Workflow Stage. How do I edit the Workflow and Stages of the Workflow? The only workflow in the list is ‘Technology - Default Workflow’, and it’s a searchable list… so I’m assuming more can be added.

5209
Kathryn Carter
D
DAdmin 3801729 lexington1Observer
asked in Tickets
Can you create a custom default dashboard for all users?

Is there a way to create a custom default dashboard for all users where I can have Quick Tickets at the top for them?

1682
Layla Stone
TAnders
Specialist
TAndersSpecialist
asked in Tickets
Rules to Create a ticket in a different module

I am trying to help our district do less work since we have both Technology and Ticketing. We have an event ticket under Facilities and an event ticket under Ticketing. I would LOVE to add a custom field on each side saying “Tech Support Needed?” and “Maintenance Needed?” on the opposing sides respectively, and have those fields fire off a ticket to the other module so that we don’t have to have people enter in tickets in both sections. I tried a “When Created” rule on both sides, with the custom field (on/off type) set to “Yes”, then create a ticket using the template on the other side. This did not work, it created the ticket in the same module and assigned it to the person in charge of finding staff on the opposing side (they don’t have access to each others modules either so even worse). Is there some way to make this work so that I can have it create the regular ticket in the module it was submitted in, and then create an additional ticket for the other module? 

797
Kathryn Carter
sbattis
Contributor
sbattisContributor
asked in Tickets
Is there a way to set certain types of issues to not require selecting an asset?

We have an issue type “Loaner Pool” that we use to distribute various loaner devices. Open the ticket, issue a spare from the spare pool, set a deadline, return the spare when returned, close the ticket.But… it would be keen to be able to clear the “select asset” requirement from those tickets, since the asset that’s selected is actually _the spare_ that was issued, not some other asset.Any way to do that?

478
Kathryn Carter
T
TKern 9079bb3 gtcObserver
asked in Tickets
Subtickets - Any way to stagger or hold sending subtickets?

When we create a ticket to provision a new computer, we have several subtickets that are generated to different teams that handle initial hardware/OS setup, installing additional software depending on the user, passing through our cybersecurity team for final checks, being handed off to the tech to give to the user, etc.Currently, all subtickets are generated and emailed at the same time, and the teams have to sort through the generated tickets and then go into the parent ticket to see what the status is (which wastes their time). I’d like it so that subticket 2 doesn’t get fired off until 1 is completed, and 3 doesn’t fire off until 2 gets completed.I know a workaround for this is to create one singular ticket, and upon close, have it then generate a new ticket to go to the next team, and on close generate a new ticket, and so on down the line. But that makes management a nightmare because you can’t track the child tickets as you can by doing subtickets tied to a parent.Am I missing s

542
Kathryn Carter
ABARONE 687df6c hiltoncsd
ABARONE 687df6c hiltoncsdObserver
asked in Tickets
how do you revert the "enhancement" of being able to assign tickets to students, staff, faculty, etc?

we are trying to revert tickets back how they used to be where you can only assign to agents. since the permissions enhancement it now shows all roles available to assign tickets to, even though our rules and back end settings say otherwise. 

701
Kathryn Carter
davecarty
Participant
davecartyParticipant
asked in Tickets
Email Complete Ticket Details

We are working on improving our documentation practices. I have setup a rule to email the ticket to me when it marked as resolved. However, I only see the last comment and recent status changes. I’ve looked through the Supported Variable Data Points for Email Notifications KB Guide but don’t see a way to include all actions and comments.When viewing these emails on a phone, it is a pain to go directly to the ticket since email links do not open the IIQ app.Is it possible to view all details in an email?

601
Kathryn Carter
K
kjohnsonObserver
asked in Tickets
Remove One or More Top Issue Tabs

How do we remove one or more of the top issue tabs? For example, I want to remove the “Provisioning” tab. I’ve removed all the issue categories under that type but it’s still there.

17011
Kathryn Carter
M
MStewart 580d802 montgomeryisdObserver
asked in Tickets
setup quick tickets for the remote support form

Is it possible to setup quick tickets for the remote support form.

553
Kathryn Carter
E
Contributor
ekangContributor
asked in Tickets
"Room" -- how to make it not-required

Hello!I recently created a quick ticket template which as “room” as one of the required information that the requestor has to provide. Please advise how to make “room” as non-required on this quick ticket template. Thank you!    

203
Kathryn Carter
J
JAiello 3501f07 sd13Observer
asked in Tickets
Searching comments in open tickets

Is there a way to search the comments for a string?

775
Layla Stone
J
JHeck 927c93d ecsObserver
asked in Tickets
Ticketing system is down?

Is the ticketing system down for anyone else? I can’t access existing tickets or create new tickets. I can access events and assets. I can’t even submit a ticket to IIQ.

866
Kathryn Carter
B
blankenshiprObserver
posted in Tickets
Tickets not loading

Ticket listings and opening tickets from links is showing “Loading items...” and never completes. Can’t submit a ticket to IIQ support either. 

33523
Kathryn Carter
M
Contributor
Mr.DodgeContributor
asked in Tickets
Ticket workflow based on assigning spare

In our environment, we have Librarians initiate tickets and manage inventory of spares etc.We’re looking to create a ticket workflow that does the following:Ticket gets created for student chromebook repair Librarian issues a loaner from the spare pool Ticket gets kicked off to a Tech to repair Chromebook Ticket gets kicked back off to Librarian to return the spare pool device that was issued.Anyone have an idea if this is possible or should we change things up?

1124
Kathryn Carter
F
farmerjeObserver
asked in Tickets
Custom Field IP Address

Can the Custom Field “IP Address” pull the IP Address from the machine the user is on?  We use NAT so our local IP Addresses are like 10.42.0.1.  I worked with this field yesterday and saw that it was pulling our outside network address. Thanx

1344
F
bclark
Mentor
bclarkMentor
asked in Tickets
Is there a way to print a ticket without hidden comments being printed?

I had one of our agents point out to me if a hidden comment is used in a ticket, and that ticket is printed, the hidden comment shows up. I tried printing both the webpage (where I would expect it to show) and generating the PDF (where I would not expect it to show).  Am I missing something? 

653
Kathryn Carter
C
CHart 400fe4e mmuusdObserver
asked in Tickets
Multiple Ticket Templates firing

Hello,I am trying to fire multiple ticket templates on a schedule, is this possible?​​​​​​​For example: At our school, in the 100 wing, I want 6 projector “PM’s” to fire on July 5th on a yearly rotation. Is this possible instead of building each ticket template out individually?  Best,Chris

293
Kathryn Carter
S
SMarion 490b5a6 purcellps
asked in Tickets
Set Quick Tickets for Everyone

Is there a way to create quick tickets as an Admin, and have everyone else be able to use them.Currently right now, my quick tickets are just for myself. It would be helpful to be able to make a set of quick tickets that others can utilize, and everyone be on the same page. 

824
Kathryn Carter
A
AGuzmanObserver
asked in Tickets
Custom field type

Hello,Is there a custom field type for a simple yes or no type of question? I love the look of the standard question “is this ticket urgent” I think the simple bubble option of yes and no look very minimal and sleek can we use that option on other custom fields?  

863
Kathryn Carter
J
Specialist
jclarkSpecialist
asked in Tickets
Delete attachments from tickets

Maybe I’m overlooking it - but is there really not a way to delete an attachment from a ticket? I would think as an admin I could do this. I know we can remove them from comments, but a user uploaded the wrong attachment to their ticket when they submitted it, and it contains sensitive/PII material that needs to be removed.

563
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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