Tickets

I’m going to assume this is an issue with our instance of iiQ, but figured I’d post about it first. I don’t see any other rules with the same trigger that would cause the rule to trigger incorrectly. I added a rule to change ticket status to a custom one called New Comment when the comments field is updated.The rule is set to exclude a few statuses, but is ignoring that and firing on each update.When I run an affected ticket against the rule through the rule simulator, the Simulation Log states it does not match. Top screenshot is the simulation log, bottom is the details in the ticket itself. 

Whats the difference between the two? I would like to add in a tag then a text template into the comment box and then edit it before posting. Can I do this with a shortcut and comment?

Is there a way to set up a custom view that will allow me to track tickets created by my District for a specific “Issue”. Currently, it seems I am only able to set up filtering for issues that exist as defaults of IIQ. We need to be able to set up a filter that will allow us to successfully track issues that we created to pull metrics for watching trends, etc with these specific issues.  For example, we created an Issue Category under Software/Online Systems for Multifactor Authentication tickets, but we have not found a way to filter tickets for that specific issue to gauge how many tickets have come in for that issue. 

Hi! Often times our users, and some of its our own fault, but they can’t/don’t identify the asset or issue correctly, leaving a queue of tickets without a place to be.  I’d love to look for items in the Issue Description that pertain to my assets but can’t seem to do it to bulk-assign the tickets to our team.   Looking for some useful suggestions if anyone has any?  Thank you! 

Is there a way to control the status that is set when an agent uses the “Send for Approval” button and selects a user to approve? We need the agent to send to the first approver, but then the 2nd, 3rd, and 4th approvers are the same regardless of first approver. When manually sent for approval, the status is set to “in progress” when approved. I can’t use that status as a trigger as the ticket has to go “in progress” for the agent to access the send for approval button.Thanks for any ideas or solutions!

There is a field called Activity Date we can use in rules though I cannot find documentation on it. If a user replies to a Survey, does that count as an Activity?

Our district recently got iPads for repair techs to use when doing repairs, especially to attach images of damaged devices to existing tickets. When going to add images in a comment on the iPad app, either through the “Take Photo” or “Add from Photo Library” options, it does not work. Sometimes it loads for a second or two but never adds the image into the comment. We have tested on multiple iPads, all with the most recent iPad OS and most recent IIQ app version, all permissions are available. We also tested changing the image format and that did not resolve it either.

I’m writing wondering if there has been a change to how duplicate tickets are handled. In the past, I click the drop down next to the Resolve button and select “Resolve-Duplicate Ticket”. Then I select the ticket number that I want to merge to and then it was complete. When I tried this just now, I got an error saying I must choose a resolution action. Is this intentional or is it a bug?

Is there a way I can create a custom group (ie. Secretaries) and only allow that group to put in certain tickets (ie. broken crash bar on door)??

I asked about this in iiQ’s office hours today and here I am with my question.Found a similar one here.We send our repairs to a 3rd party. They have a web portal we use to submit the requests, which generates an email to the agent. We’d like that email to make its way back to the iiQ ticket.We can save the email as a PDF and manually add it, but if anyone has used the API for something similar, I’m all ears.

We have a student help desk and we have a ticket category called ‘Loaner - Forgot at home’. We use this category for students that need to sign out a loaner Chromebook for the day because they forgot to bring their assigned Chromebook into school. I’m wondering if there is a way to create an alert for our repeat offenders that triggers if a given student exceeds a threshold that we set. This alert could be in the form of a ‘view’ or a ‘rule’ that triggers an email.

We have a rule to create a subticket with fields from the parent ticket but they don’t show up in the order that is in the rule. Is that normal? 

We have some users with limited permissions (able to see site specific tickets, assets, users ect.) and when they do a quick search for a user or click on a user’s profile off of a ticket, the ticket history will not show up. However, if you go to User explorer and search for the same user, then recent tickets will show up. We have users with all open permissions and they can see ticket history under the quick search for users or tickets. Is this directly related to a specific permission or just a bug? We would like users to be able to see ticket history when they access a user’s profile, no matter the route. 

I’ll add this to my existing support ticket since this is the second time this issue has happened. In the meantime, if one of you iiQ folks could force an action to complete, I’d appreciate it.One of our agents was working a ticket & clicked “return spare”. iiQ has registered that the spare is returned, but the action did not complete and the ticket is now in limbo.Ticket is: 12928

Agents are no longer able to add labor to tickets as of 10-21-24. When they try and select the labor type the options are not populating?

Hi, Last week we launched the ability for students to create tickets for specific problems. We’ve restricted access to a very select set of issues such as printing and requesting website unblocks, but we do not want the students to be able to create tickets for their chromebooks. We have liaisons in every building who handle the creation of tickets and issuing spare devices. While the actual ticket type for devices has been hidden from the students, the Quick Ticket and Favorite Asset bar still appears for them and allows them to create a ticket for their assigned chromebook. I’d like to disable this so they can no longer create tickets this way. I’ve looked through all of the settings that I thought would be relevant and haven’t had any luck finding where I would do this, and searching in the KB didn’t immediately turn anything up either.

Is it possible to add actions to a ticket without having to add time spent?

Is there a way to personalize short cut comments?  For instance, I like to put the user’s name in the salutation:  Hello [user’s name], turns into Hello Kathy Smith, Thanks,Mary Beth

me and my team stopped receiving on cell phone notifications. I checked all the settings on my phone and web and they are enabled. Can someone please assist? 

Has anyone else experienced the "Select Asset" option on tickets not showing assets assigned to a user or located in a room anymore? Has this ever been a feature? I feel like I’ve used this in the past, and it disappeared within the past few months or so.  

Is anyone else having issues with Changing the status of tickets by Bulk? 

I thought I recall this being mentioned in training but am struggling to fine it.  Can I assign shortcuts to specific users or groups instead of district wide. 

Seems silly to need to filter search results, but the search feature is basically unusable in it’s current state. I type in part of a name and I get every single user, student, staff, parent, etc that has that name or contains part of that name. And then even worse, there is no order to the results. It isn’t alphabetical, it isn’t sorted any manner that makes sense. 

Kind of torn on this…Our district’s dev team has historically used Azure DevOps to pull in their tickets from iiQ and work them via ADO - and they are also closing them that way too.It was brought to my attention that the API suddenly will not allow them to close tickets without resolution actions. This is where I’m torn: The Site Option for us to require resolution actions has always been enabled, intentionally. They were really the only group not using them because they worked via API, and we just rolled with it.Part of me wants to assume that this recent change is intended, because it should have been in line with our Site Option setting, but then part of me possibly believes it is related to this issue:So I was questioned today - “why weren’t we notified of this change?”My answer was a little bit of a theory on both… It may have been a bug all along, and you were never supposed to be able to do that, orIt may be a bug now, but really you should be using resolution actions anyway -

When I am trying to assign an agent to a ticket, I am seeing ALL users in the system including students and staff. How do I only show Agents?? This changed over the summer and is quite annoying.