Tickets

Can I have a custom field appear based on the agent assigned ?  The custom field would only be visible to the agent.  For example a toggle asking if the ticket required an on site solution.  Then a custom view could be made to show all the tickets that required the tech to be on site.

This just started happening recently. I have logged out and cleared cache but it didn’t resolve the issue. The view counter does not match the tab counter. If I do a full screen refresh it will work but it used to refresh automatically after resolving a ticket and returning to the view.   

How do you create a new action?

I ran a report yesterday and a technician claimed he closed more tickets than the report revealed.  Upon further investigation, I found that the ticket said it was resolved by the technician but the status did not change.  This happened yesterday with the other issues with IIQ so I wanted to check if there really is an issue that needs to be resolved before opening a ticket.One of the culprits 

Hi,My job is to create work orders for site issues that had send in to our maintenance dept. I encountered a fire inspection report which I had to send out work orders to notify several departments on what to improve so they can fix the issues for the re-inspection. I noticed it’s very time consuming if I have to make tickets one by one for each department for the same school site. I’m wondering if there is a way that I can submits several tickets for one school site, and the system will automatically send out tickets to the designated agent/ department?  

We are at a standstill.  IIQ tickets are not loading.  Seems to have just happened and is affecting our entire team.

How do I edit the original request detail that I was the requestor for?

Anyone else experiencing endless circle / loading this morning?Seeing it across multiple devices / platforms.Log out and log in fixes for a very short period.

We are migrating to Incident IQ and currently in the late stages of the process. Is there a way to import active support tickets from another platform (Like Kaseya, or Service Desk). We have quite a few open and pending tickets and having to re-create them one by one would be very time consuming. Importing assets was easy but for the life of me I can’t find a way to do the same with tickets.

We used to use spiceworks for our ticketing system, and one way our agents could close tickets via email was to type #close in the body of the email. Is there a way to do this in IIQ through some sort of rule or something similar?

Reporting really needs some work. It would be nice to have it a bit more interactive if I email the report, it doesn’t even show numbers on any graphs when you try to share it. I’d rather not have to give access to the HD if all I want to do is share a report and stats. The data also seems wonky at best in most canned reports. Just suggesting an overhaul to make it more useful. I love having the trend data to present to the powers that be.

in ticketing rules  -  ‘set requestor for’ by custom field.  we have functionality for this  ASAP.  It seems to be an oversight in the options listed

I am looking for some ideas on viewing subtickets in the mobile app. I love subtickets for my techs who are generally on a computer, but testing in the app for the first time has brought up a few bumps.We are planning to launch a subticket for a door repair when a daily door sweep ticket indicates that a door is in need of maintenance (through a custom field). A campus staff member checks every door and we keep that ticket as documentation (a state requirement); then if a door is broken we auto-launch the subticket rather than have the user do double work. However, I can’t figure out how the technician can easily access the information on the parent ticket when using the app. We will currently just have them search the ticket number immediately preceding the subticket number, but I know this hive mind has ideas!Am I missing a way to access the parent ticket through the subticket on the mobile app? Is there a way to transfer certain information from the parent ticket to the subticket so

Can you not create a subticket in the rules engine in Facilities? I have successfully used subtickets in Ticketing often, but have hit a brick wall in Facilities. “Create a ticket” is listed as an action, but not a subticket option. This is strange as in other ways the rules engine has seemed identical between the products. The KB guide doesn’t address either product specifically, as always focusing on Ticketing. Is this a bug, or working as designed?

Tickets are not loading and can’t create an IIQ support ticket.

Incident IQ won’t allow me to create a new ticket. It shows this screen infinitely. I am running Windows 10, and have tried it on Chrome, Firefox, and Edge. I have also restarted my computer.  

Does anyone have any suggestions or solutions they are using for creating support tickets for events with multiple locations?  The issue we have is that if an event requires custodial services I can create a ticket and set the location to the event’s primary location, but if there is a secondary location (such as another school in the case where an event may be using fields at 2 buildings) I haven’t found a way to create a ticket for the secondary location since that will be handled by different staff.  I don’t believe this will be a common occurrence, but the question was asked.

We have it set up that when we forward an email from our Help Desk email, a ticket is created. Changing the Requestor (submitted by person) is being done manually from Help Desk to the employee.Is there a way for the Requestor (submitted by person) to be auto assigned if the employee’s email is always the 1st line of the email being forwarded, example: From: John Doe <john.doe@myschool.org> would always be the 1st line? This would prevent us from manually having to go in and change the requestor and our rules should auto-assign the ticket to the correct team to work the ticket. We are a large district and are about to get inundated with emails for the start of school. This would help out tremendously.

Hi,I am trying to get a ticket created when a form is submitted via “Submit Form” or the public URL. I created the rule from the Form Submission Auto Generate a Ticket KB and a ticket template but I think my template is wrong.If I add the issue category that has the form, a draft form is added to the ticket instead of the one submitted.If I don’t have an issue category, a ticket is not created.What am I missing?Thanks

Hi.  Is there an API to find an existing ticket based on its ticket number rather than its GUID? This API requires the GUID: https://incidentiq.stoplight.io/docs/v1/fac7a730d6815-get-a-ticket

We have an alternative program that has an employee that will be opening tickets on behalf of students with issues with their iPad. I need to create a rule that will assign the tickets to a specific team whenever this employee submits a ticket for a students iPad.The problem I’m having is finding a filter that will pickup the submitted by. The requestor filter is looking at the “on behalf of”.I cannot use the students location because it is there home school, not the alternative program.

We have bulk tickets that need to be created monthly. Is there a way to bulk create tickets using a csv file?

Can you delete a follower?

We are having issues with IIQ not loading for all of our techs. Is there an outage?

Hi, I’m trying to create tickets using the API. I noticed the official API on https://incidentiq.stoplight.io only lists this endpoint, which has 50+ required parameters:https://demo.iiqstaging.com/api/v1.0/tickets/newThe other option I’ve seen on this forum, but not listed in the official API reference is:https://[SITE].incidentiq.com/api/v1.0/tickets/simple/newIt appears this option is only for creating tickets related to device issues since it requires a barcode? I’m looking to create a tickets with the API that has these details:User, Location, Issue Type, Issue DescriptionThe issue type would fall into one of these categories: iPad, Google Apps, WiFi, Account / Login Issue, Other Which API endpoint should I be using?