Tickets

Morning,I have both “Open Tickets by Agent” and “Open Tickets by Team” with counts.   It shows it in numerical order with a total count of tickets.  However, I can not figure out how to get that same type of view for other filters/views.  Maybe I am missing a step?  I am looking in particular for “Stale Tickets by ---”  Any help would be appreciated, thanks!

Is there a specific permission that will allow non Agents and Admins to see comments and actions that are marked as Not Visible to Requestor? We had one recently that one of our faculty was able to see and we would like to prevent that from happening again.

Is there a way to add an audible notification if a new ticket comes in and an agent has Incident IQ open in another tab? Often, we have IIQ open in another tab, but we do not see tickets coming in other than manually looking. I’m aware there is a way to add an email notification, which I have set up for facilities, but for our technology team, I would rather not.Thank you! Chris

Hi all.  My name is Vicky Ivans and I am new to IQ.  In our previous system, I was able to keep a report for each school year that showed the total tickets created by month and by location (building).  I have figured out how to use the views to export and create reports, but I was hoping not to dump the entire database of tickets to create this new report.  Does anyone have any helpful hints?Thanks for the assistance

I think I might be missing something simple. How can the person who requested the ticket(ticket owner) see which agent is assigned to their ticket? In the Staff/Faculty view below, the "Your contact is" field is blank. The ticket requestor can only know who is assigned to the ticket through the ticket activity once the agent adds an action. I've looked through permissions and site settings but found nothing related to this issue. 

We have multiple users experiencing the exact same problem. We want to put all of those users on the same ticket, as once the issue is solved, it will be solved across the board, and we don’t want 20 tickets open.  Is this possible?

Starting last week, I have two users who cannot add any followers during ticket creation. Even when fully typing out someone’s name/email, they just receive a ‘no users found’ notification. After creating a ticket, there’s also no option to add any followers as well, the tab seems to be missing entirely. It should be noted that these two users seem to use each other as followers when making tickets.  Before last week, they did not have this issue at all. My IIQ Admin checked out one of their accounts, but found nothing amiss. We thought that this could have just been a temporary glitch, but its been persisting for over a week. I thought that this might have been a side effect of one of these persons making tickets in the facilities section of Incident IQ, but it seems to also occurring in the main ticketing section of IQ as well. I would appreciate any suggestions that you might have.

Is anyone else having an issue when you go to add an external email to followers?  I can click on External Email Address, and then I enter the email address, when I hit the PLUS icon to the right, nothing happens.  It’s been happening for a couple weeks.  I had a coworker test it and he had the same issue.  Thank you! 

Has any worked with setting rules using multiple keywords without creating a separate filter for every keyword?I want an email about the in classroom display to create a ticket using a specific ticket type and issue and assign a specific agent to it. However, teacher don’t only use one specific word or phrase to refer to in-classroom technology. We have ViewSonic ViewBoards or: display, smartboard, viewboard, touchscreen, etc.I would like set a rule that says if any form of the words above are used in the subject or body of the email to then set specific parameters to the ticket: assign ticket type, assign to specific agent, etc.Currently, it seems I have to create a filter for every work or phrase possibly used.For example: we used Zendesk before this and had this ability.Thanks!

I tried to do some digging for this but no luck. We are new to IIQ and on our previous helpdesk system we had a rule that would alert a tech if they had a ticket that was assigned to them but then another tech assigned it to themselves. I’m not seeing a way to do this. Anyone else able to do something similar?

In the past making a ticket using My Classes was fast and right to the point, just like the KB Guide shows; however, something has changed, now there are several steps. It even asks the “location” of the ticket and the asset it no longer linked, you have to select the category.Is there something that changed? Do we need to change something on our end so that the teachers can go back to the regular click, click, click, submit?I have a video of the process, that I can attach, but I have to blur the student names, first.

For the last two days, I show zero tickets assigned to me in the dashboard.  I can log into the system fine and I also receive all the email notifications, just don’t see any tickets.  I’ve rebooted system multiple times….just curious if anyone else had had this recently?

OK, every time I look at the schedule vs the due date for a ticket template my eyes kind of cross.  Just tell me this...if I create a schedule to fire the ticket template on January 1st of every year and I set the due date to the last day of the month with reminders 14 days and 7 days before the due date, what date is the ticket fired and when are the reminders for the due date fired?  I think once I see how these all work I’ll understand it all much better.Thanks

I have my settings configured to send me a notification email when my tickets are updated (“when your ticket status, assignment, or asset changes”) which is okay...most of the time. This triggers two emails when a ticket is created via someone sending an email to the system. I get notified that a new ticket has been created but I also get an email because the status has changed from ‘From Email - Validating' to 'Submitted'. Can I set up a rule that stops the system from sending the status change email for just this scenerio?

Is there a way for someone, who is setup as an IIQ admin, to tell which Agent last modified a ticket? Modified meaning reassigned/unassigned a ticket.In the last ticketing system our district was using, it was easy to tell who modified a ticket pretty quickly.I’m setup as an IIQ Admin for our district in IIQ, so I’m able to see the rule logs of a ticket if a ticket is transferred, but it doesn’t tell me specifically which agent made the change.

Can’t get into the ticketing system again. I am assuming there is an issue going on? The status site is not showing anything.

The ticket views and the tickets themselves are not loading for me this afternoon. All I get is a spinning circle saying Loading items…Is anyone else experiencing this issue?

The ticket views and the tickets themselves are not loading for me this afternoon. All I get is a spinning circle saying Loading items…Is anyone else experiencing this issue?

Yesterday we turned on email forwarding in Office 365 to have requests for tech support directed to our tickets@[district Incident IQ domain] with hopes of finalizing our Email-to-Ticket workflow. The ticket is created successfully however, the requestor does not receive the confirmation email that their ticket has been submitted. In addition, tickets created via the web portal are no longer producing Notifications. Within our Site Options, we have enabled notifications for all related Notification categories. There aren’t any active rules in place outside of the rule to approve the creation of tickets for emails sent to our tickets@[district Incident IQ domain] email address.Is there another setting that needs to be addressed to resume the automatic emails? 

in IIQ is there a setting so that I know when a ticket has been updated with notes from the end user? Something like a highlight or something that makes the ticket stand out so I know by just glancing that a ticket has been updated with notes? So far I have to go in the ticket to look to see if they provided notes that I requested. 

I think I know the answer to this but in case I’m just missing it somehow, I’ll ask…Can I nest a folder of issues under another? I.e. “Other Requests” has a folder for “Employee user accounts”. Can I add another folder called “Microsoft 365” and one called “Google Workspace” and have two issues in each of those folders?

We are currently looking for a way to have our hiring manager enter all requirements from the technology department for new or leaving staff.Ideally they would be able to start a On or Off Boarding ticket with fill in, yes or no, drop down options that would generate a sub ticket based on the answer. (ie. if the new user needs a computer then they select yes, and a sub ticket is generated).We only have IIQ Ticketing. Is there a good tutorial that you might be able to direct me to, to accomplish this?

Hello everyone - Curious if we are all experiencing the same issue; when creating tickets with subtasks, or adding users to a ticket, or basically doing anything that has to query a database - there are moderately long wait times. For example, when searching accounts to add as a follower - we click on the drop down and it takes 5+ seconds for the drop down to appear. Once the drop down appears, we go to search for a user and it takes another 5+ seconds for the user to appear in the list. Another example, we have actions to add subtasks to tickets - when applying the action, subtask creation can take over a minute and freezes the entire page. Our district has a very fast internet connection, so we know that is not the issue. Tried all different browsers, and issue persists.

We are making a ticket for staff to sign up for and request equipment when they use a public space. By default, the ticket requests a room number. Is there a way to remove this requirement for a specific ticket? I am not worried at the start for having a valid room number as we can just manually add it in later if needed. I just don’t want having a room number being required, for this specific ticket but I want it to remain required for other tickets.  Thanks.    

We seem to be missing our last year worth of data of tickets from both Ticketing and Facilities, we have opened a ticket but wanted to see if anyone else has run into this or potential fixes.