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

  • 787 Topics
  • 3,285 Replies
788 Topics
B
Contributor
BHenkerContributor
asked in Tickets
Mass edit asset manager to ticket

I have 15 Chromebook that I have been working on to replace screens.  We have “resolved the tickets” by saying that we are waiting for parts but now that parts are here, and installed I'd like to go to the old ticket and say that they are installed instead of going to each individual ticket and do it that way are start a new ticket.  Any suggestions on this?   

413
Kathryn Carter
M
MSpero 307447f bscsdObserver
asked in Tickets
Issues report

Good afternoon,  We would like to review all of our categories/issues to make things more streamlined. Is there a way to export or run a report of all the categories and issues we could print out or make into an excel spreadsheet? Thanks!

701
Kathryn Carter
J
jmerwinObserver
asked in Tickets
Quick Ticket - Custom Form

Can you create a quick ticket to a custom form? For example, a quick ticket for our custom “EdTech Resource Request”

641
Kathryn Carter
bclark
Mentor
bclarkMentor
asked in Tickets
Can we edit the Popular Categories?

Is it possible to edit the Popular Categories section when doing a new Device ticket?? For example, if we could add Tablets and remove Laser Printers that would be pretty useful.  

3878
bclark
Mentor
D
Doug-hallObserver
asked in Tickets
New Ticket

When the “New Ticket” is selected you are prompted with “What is this ticket about?” and you can choose  from 5 options. Is there a way to add Chromebooks to that list? 90% of our request from teachers are about Chromebooks and they always seem to choose the wrong subject.

411
Kathryn Carter
DHenry
Contributor
DHenryContributor
asked in Tickets
View Current Issue Type After Customizing Subject

Is there a way to see what issue is assigned to a ticket after customizing the subject?I know that the subject defaults to the current issue, but we try to customize our subjects for tickets relating to projects, shipments, etc (mainly our more vague issues). Is there a way/place to show the current issue besides the subject line? I know you can hit that pencil icon and look for the old subject in the timeline, but I was hoping for something a bit more user friendly for our agents!This has mainly come up in the context of agents confirming the issue of the ticket they’ve been assigned. “How do they know if the issue is correct if they can’t see it anywhere?”

222
DHenry
Contributor
aboyd
aboydObserver
asked in Tickets
Forwarding Emails to an Open Ticket

We have an Agent who would like to forward an email to an open ticket so that she has visibility on that email from within the ticket. She would like that email to be a part of a pre-existing ticket and not to create a new ticket. Is this a feature in IIQ that is supported? If not, Has anyone found any valid workarounds to accommodate this?Thank you!

3459
A
ZGarber 4208988 glshelp
ZGarber 4208988 glshelp
asked in Tickets
Disable Asset Verification for Forgot Device

Part of the workflow for all of our Chromebook tickets is to verify the asset tag at the end. However, this includes Forgot Chromebooks… but we don’t have the Chromebook, so we can’t verify it. Is there a way to turn off the need to verify assets for certain ticket types.

421
Kathryn Carter
bclark
Mentor
bclarkMentor
asked in Tickets
Is there a way to NOT require asset confirmation by model in tickets?

We have a specific user who oversees all of our desk phones. They aren’t actually tracked in iiQ. He has a completely different system he uses for managing those. Putting those in iiQ inventory isn’t going to happen. We have the model listed in iiQ however so that if an end user has an issue with one they can still submit a ticket. He wants to know if there is a way to turn off the step that requires asset confirmation. Currently he hits ignore but he has to do that every time he goes back to a ticket. I know this step can be turned off site wide, but we don’t want it off for other models (for example, student laptops). Can we turn it off for a specific model or is there a way that you can ignore it once for a ticket and not have to click that every time?  

723
S
S
SOuellette 663c2b3 westwoodObserver
asked in Tickets
Ability for Agent to Create New Ticket Resolution Actions

Is there any way for an agent to create new ticket resolution actions without making the agent an iiQ administrator?

381
Kathryn Carter
davecarty
Participant
davecartyParticipant
asked in Tickets
Round Robin Assignment Issue with Creating Tickets on Behalf Of

We have recently decided to use Round Robin assignments for created tickets. However, we have run into an issue. Our Help Desk Call Center creates tickets On Behalf of users when they call in. In this scenario, it would make sense for the ticket to be assigned to the agent on call with the user. However, there is not an option (that I can find) within rules engines to assign a ticket based on the Agent who created the ticket on behalf of a user. Because of this, this is the current work flow:Agent takes call Agent creates ticket on Behalf of user Agent Submits ticket Ticket is Round Robin assigned to Team member (by rule) Original agent has to take ownership of the ticket manually.We’d like to remove the need for step 5. Instead, step 4 should be (based on rule) assign ticket to agent creating the ticket. Anyway to accomplish this in the current iteration of IIQ?

2175
davecarty
Participant
B
BFBObserver
asked in Tickets
can followers on a ticket perform actions?

If not, the only way that there can be more than one active agent on a ticket simultaneously is if we create teams?

593
Kathryn Carter
D
Contributor
dbreaultContributor
asked in Tickets
Ability to add resolution actions for all issues in all categories at once

We can add custom resolution actions for individual issues or entire issue categories, but we can’t add them for all issues and categories at once. Currently, we have to click on each issue category and bulk add the action. Unfortunately, we have about 100 categories.  Please give us the ability to add a new resolution action and apply it to all the categories at once.  For example, we would like to add “Resolved by User” to all of our ticket issues/categories.

1072
Kathryn Carter
J
jackson.martinezObserver
asked in Tickets
Multiple Approvers/Approval Pool

Has anyone been able to set up multiple approvers on one ticket? I have a team of admins at a campus and they all want to be able to approve any field trip requests that come in for the campus. Not an approval path, more like an approval pool. I see that I can do send to team for approval, but you can only make Agents a part of a team and I am not wanting to do that for these users. Is this possible?

672
EStapf_iiQ
N
NEngland 743eb7a jeffersonriseObserver
asked in Tickets
How to change "what's this ticket about" choices?

I need to change the options that show up when you click “new ticket”. I would like to create a custom category that would go be positioned first. Some of the options are irrelevant for us and only make it more challenging for users. 

803
Kathryn Carter
J
JSeefen Khalil 70b0a3 iltexasObserver
asked in Tickets
Transfer asset tags

Good afternoon,I have Chromebooks located at one campus that I want to transfer to a different campus. How can I transfer them in bulk?

444
Kathryn Carter
K
Contributor
KBremner 76000e4 mtbluersdContributor
asked in Tickets
Create a filter for ticket last updated by agent

I want to create a ticket filter that will show me all tickets that were last updated by a specific agent, and/or all tickets that were ever updated by a specific agent. Doesn’t seem like a very straightforward way to do this, if there is a way.

625
Kathryn Carter
A
AGuzmanObserver
asked in Tickets
Edit tickets

Is it possible to edit or remove non-custom fields for tickets? I am looking to remove file upload or at least change the description it gives.

502
Kathryn Carter
C
CHenneke 76364f2 mvisdObserver
asked in Tickets
Creating a subticket and adding to Parent ticket

Trying to figure out how to add a subticket to a ticket without rules because the ticket/rules may differ from each incident.

1053
Kathryn Carter
M
Mary ChristieObserver
asked in Tickets
Quick Ticket Issues

When creating a Quick Ticket for a copier I name it ABC CopierEnter the Asset#Can you choose more than 1 category to go with that quick ticket so when they choose ABC Copier the following issues appear: Jam, Toner Replaced, Other

381
Kathryn Carter
C
CGravitt 380201d ecasdObserver
asked in Tickets
Copy full email original message into ticket description/comments?

In our environment, there are many times we’ll have users that will email back and forth about an issue, realize it’s an IT issue, and then copy the helpdesk email address into their reply. This leaves us with tickets where ticket name might be helpful if the original email subject is related, but most of the descriptions are along the lines of, “I’ve copied IT so they can assist.” This leaves our support folks to go digging through the “Email” tab to try and find the original question. Is there a way we can get around this and just copy the full original email chain into the description or comments when the ticket is created from email?

453
Kathryn Carter
Deborah Prosser
Deborah ProsseriiQ Community Manager
asked in Tickets
How do I move tickets into facilities?

What is the easiest way tickets can be moved from ticketing to facilities?

3094
Kathryn Carter
A
ADuong 9609dd2 ogsdObserver
asked in Tickets
Is there an action for "Confirm issue" in ticket shortcuts?

I would like to create a ticket shortcut that adds a comment to the ticket, adds a resolution action, and sets the status to “Resolved” so the ticket closes. However, the shortcut skips the set status part because “Ticket can't be closed before the ticket issue has been confirmed”.  I’m looking through the available actions and I don’t see a confirm issue action. Am I missing something here?   

843
A
T
TLindner 238016 windhamsdObserver
asked in Tickets
Ticket Template Schedules Issue

I have created a ticket template with multiple locations and have set up 4 scheduled times for ticket generation. When I hit save I get the following: Ticket priority is required in order to schedule tickets for automatic creation without user interaction. I then go into workflow details and add a ticket priority level but I still get the same message when i attempt to save. Any thoughts

884
Kathryn Carter
J
Participant
jo.cpaParticipant
asked in Tickets
Friendly URLs

I tried to find a topic on this.Is anything happening with friendly URLs.example: https://instance.incidentiq.com/agent/tickets/ticket#or https://instance.incidentiq.com/agent/assets/assettag#It would be very helpful.

663
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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