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Tickets

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

  • 755 Topics
  • 3,148 Replies
756 Topics
hmezza
Contributor
hmezzaContributor
asked in Tickets
Putting deadlines/due dates in tickets

Is there a way to add a due date/deadline to a ticket?

93459
Kathryn Carter
J
Contributor
jhandlerContributor
asked in Tickets
How can an end user see any attachments they have added to a ticket

We have a ticket where the end user uploaded an image to the ticket.   The agents can see the uploaded image and look at the attachment, however the end user who put the ticket in doesn’t see the attachment.   Is there a setting blocking that?

1054
Kathryn Carter
R
rgirouxObserver
asked in Tickets
Show description of ticket on mobile app

When you are logged in on a computer you can change the setting to show the description of the ticket without clicking into it. Is there a way to do the same thing when logged into the mobile app?

462
Kathryn Carter
davecarty
Participant
davecartyParticipant
asked in Tickets
Create Tickets in Bulk

I’m considering creating a ticket for each classroom in a school that we can comment on and resolve when we have the technology in the room ready to go for next school year. I’ll create a custom issue and list each room number (1 per ticket). Is it possible to create these tickets in bulk?

4413
Kathryn Carter
E
Contributor
EstonMeltonContributor
asked in Tickets
Export survey narrative

Is there a way to bulk-export surveys’ narrative/comments feedback? I want to make a wordcloud to include in my annual Board report. Although the “detailed survey” column in the ticket view shows the narrative, the export does not include this information.

594
Kathryn Carter
bclark
Mentor
bclarkMentor
asked in Tickets
Can you make a custom view that displays specific resolution actions added by a specific person?

Can you make a custom view that displays specific resolution actions added by a specific person? Ultimately I am curious how many times I’m adding a certain action even if the ticket is not currently in my name? I tried going through analytics explorer and ticket views but came up empty. 

495
bclark
Mentor
T
TracieRObserver
asked in Tickets
how to make another Facilities Option?

we would like to have another selection other then Facilities that falls under the facilities operation

664
Kathryn Carter
J
JohnMeyerLSUUObserver
posted in Tickets
New Report - heat map of issues over time

In a previous platform, I created a heat map to show issues by category over time. Weeks across the top. Issues down the left side. The intersection showed a number (average tickets for that category per day times a multiplier for urgency) and a color code, Dark green (few or no issues) to dark red (many issues). The total column indicated an area with cronic issues. Not shown is a “This week(s) last year(s)” to show a tearly trend. Just wondering whats possible. 

223
Kathryn Carter
S
SonicObserver
asked in Tickets
Add connected email as a follower on newly created tickets

We are trying to streamline our ticketing process and want to include parents on each ticket for their student.  We are in the processing of importing in the parent email info into the students record.  When that is complete, we would love to be able to have a new ticket created for a student automatically add the parents email as a follower for the ticket.  We tried to set this up, but it doesn’t seem possible yet.  Is there a feature that we missed or a workaround to make this work?  If not, we would love this feature added to future IIQ upgrades.

841
Kathryn Carter
B
BNORTON 360da5e friscoisdObserver
asked in Tickets
Work packages

2 Questions How do I remove tickets from work Package and how do I view Work Packages from IIQ App?

1401
Kathryn Carter
ADeLacy
Participant
ADeLacyParticipant
asked in Tickets
Listing the Device of Submitter ?

Is there a way to have IIQ list the Device of the submitter in plain text or even link with out clicking on View user ? Example of what could be listed on a submitted ticket.  

253
Hannah Bailey
M
MGossett 3132634 parkwayObserver
asked in Tickets
Ticket notifications for only specific teams?

I am a member of multiple teams in IIQ, but only wish to be notified when one specific team gets assigned a ticket.  Is there a way to accomplish this that I’m not finding?

484
Kathryn Carter
M
MGossett 3132634 parkwayObserver
asked in Tickets
Ticket notifications for only specific teams

I am a member of multiple teams in IIQ, but only wish to be notified when one specific team gets assigned a ticket.  Is there a way to accomplish this that I’m not finding?

221
Hannah Bailey
B
Bryce Kost-DayObserver
posted in Tickets
Auto Assign Emails Based on Contents in the Body of an Email or the "Sent on Behalf of" Email

I am looking to set the requested by of a ticket based on data sent via a form to an email.  To give a little context, we are looking to have some end users (younger grade levels in our educational organization) submit a form for support as navigating the IIQ ticketing system would be difficult for them compared to filling out a google or microsoft form with their issue and they do not have access to their email accounts.Is there a way to have a field on the form autopopulate the Requested By field when a ticket is submitted via email?  Ideally on completion of the form I could send an email with the contents of the form and the end user’s email would be a field included in the email that would then automatically assign to the end user based on that field.Is there anything I can do that would accomplish this *without* the end user sending an email or filling out the ticketing form from IQ?Thanks!

424
Kathryn Carter
J
JChuang 600128a c-vusdObserver
asked in Tickets
Assigning Ticket to an Agent

This issue happened starting today. Originally, when assigning a ticket to an agent, when you type a few letters of an agent’s the search will prioritize Staff/faculty. But as of today, it is prioritizing students in the search, thus causing us to need to type in the full name of the agent. What is causing the search engine to list students first rather than staff/faculty, when assigning tickets?

877
Kathryn Carter
A
amacObserver
asked in Tickets
Rule filter based on "Not" this issue or "Not" this model

i’d like to create a rule that assigns an agent a ticket based on location for every issue except a specific issue or model type.I kknow I can create two rules for this, one to assign all for that location and then a second rule for who should get one issue that doesn’t apply but that adds the agent as a watcher and and sends an email.  I’d like to avoid the ticket being assigned to the first agent at all.  If there was a condition button in the filter section of the rule that should do this.

211
Kathryn Carter
A
AVang 9907d07 edenprObserver
asked in Tickets
Creating QR Code for Classroom

Hi, I’m wanting to create a QR code for classrooms in my building. I was wondering how I would proceed to creating a QR code and making it a functional tool.

1135
Kathryn Carter
S
SOuellette 663c2b3 westwoodObserver
asked in Tickets
Assign Agent to Specific Ticket Types

I would like to assign all tickets for ‘Software/Online Systems’ to one particular agent. And, conversely, I don’t want that agent to be assigned to any other ticket types. Is that possible?

623
Kathryn Carter
KBliek 4704ab7 newarkcsd
KBliek 4704ab7 newarkcsdObserver
asked in Tickets
Quick Resolve Button - Can more options be added?

Hello -Not sure where else to put this, but I was curious if we could add more options to the “Quick Resolve” button that is located on ticket. See image for visual. Thanks! 

492
Kathryn Carter
A
ASmith 797c037 manorisdObserver
asked in Tickets
Edit Event Fees

I’m grateful for the new Fee Management for Events information that was released. I’m running into an issue where I’m not able to edit the fees that I’ve created. Is this is bug, or am I doing something wrong?

793
Kathryn Carter
J
JTichavsky 433b89d creightonObserver
asked in Tickets
View by #

Hello! I’m creating custom views and would like to set the record number to be viewed by 50 or 100, rather than the 20 records at a time. What filter can I use to change the number of records I can view at one time? Thank you in advance.  Nvmd, found it! 

685
Hannah Bailey
D
DAdmin 3801729 lexington1Observer
asked in Tickets
Can you create a custom Ticket Type?

Is there a way to create a custom ticket type in IncidentIQ?  For example where you go to add a new ticket you see “Devices/hardware, Software/Online Systems, Network/Wi-Fi, Provisioning, etc.).  And maybe I am calling it the incorrect thing.

3804
Kathryn Carter
B
BLevien 3901dca seaburyhallObserver
asked in Tickets
No Subject Field when Creating a new Ticket

When users email to create a ticket, the subject of the email is populated as the subject, and our tickets are much easier to scan.However, when a ticket is created on the website, there is no opportunity to type a subject, only a description, and it makes the ticket list harder to scan becuase we have to open the tiket to view the description.Is there a way to require the user to enter a subject and a description on the website?  

453
Kathryn Carter
STPittsinger
STPittsingerObserver
asked in Tickets
Is it possible to reorder custom views? I'd like to have the ones I use most often at the top.

 

663
STPittsinger
davecarty
Participant
davecartyParticipant
asked in Tickets
Suggestions for Ticket Reviews

In preparation for the upcoming improvements to global search, we want to make sure our tickets are well documented. To that end what would you do in this situation?An Agent closes a ticket after resolving an issue for a user. I want to agent to go back and document how they solved the issue. I don’t want to reopen the ticket since the user would know it was reopened.How would you let the agent know that you wanted them to add documentation to the ticket?I know I could email or message them with a link to the ticket and the instructions, but can anyone think of a good way to handle the communication within IIQ?

746
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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