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Tickets

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

  • 755 Topics
  • 3,148 Replies
756 Topics
G
GHolm 4807017 wccusdObserver
asked in Tickets
Only notify when an unassigned ticket is assigned to the team

Hello, I work for a large school district that has a tiered tech tree. Each tech has X amount of sites and it responsible for those sites. The three techs also have additional work that gets assigned to the team but not a specific tech. Is it possible to only get the notifications when the ticket is assigned to the team and not to a specific tech. We each get dozens of tickets every day and right now I can either be notified every time they get a ticket or mute all notifications for the team.  The team ticket view will sort out unassigned team tickets but there is no notification setting to just get notified when a ticket is assigned to the team and not a specific tech.

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J
JBonicioli 13324ce montvilleObserver
asked in Tickets
Ticket is stuck open and can not be closed

Hello, I have a ticket that was created and worked on, but I can not close it.  It will not let me close it because I had to return a spare.  I refreshed the page and it tells me the spare was returned, but the requirement checkbox will not get checked, so I can not close the ticket.

441
Kathryn Carter
ADeLacy
Participant
ADeLacyParticipant
asked in Tickets
Custom Name Broken ???

In the Custom Name > ticket wizard. We have “ Other Requests “ being changed to the word Technology. This was working great now all our tickets come in with “ Other Requests” Pinned to the ticket. (( shown below )) it Seems to have changed around Mid to late Dec.  While this is not “hurting anything” it’s frustrating to say the least… Anyone else having this problem. We did Open a ticket with Support but not much back as a solution goes so far.

615
Kathryn Carter
JRood 877c5a lvpioneers
Contributor
JRood 877c5a lvpioneersContributor
asked in Tickets
Exchanging devices

When you exchange devices inside tickets it seems to link the ticket to the new device I give a student instead of keeping what is broken with the device we put the ticket in for.  I don’t see how using that feature is worthwile in my opinion.  I then have to close that ticket and then just create a new one or have to remember to manually change the linked device back to the previous one.   How do you guys handle device exchanges?

432
JRood 877c5a lvpioneers
Contributor
mmickey
Contributor
mmickeyContributor
asked in Tickets
Remove ignore from select asset or use a rule to kick ticket back

Is there a way to remove the ignore option from the select asset action? We have a lot of techs that are not attaching the actual asset to a ticket, and leaving them with the generic model for a machine (see below)Is there a way to remove the ignore button on this, or kick the ticket back to the agent if there is not an asset selected?

987
Kathryn Carter
mcarrigan
Participant
mcarriganParticipant
asked in Tickets
IIQ Issues?

We are having inconsistent issues with IIQ tickets and users today:Users are either not showing up when I search for them but they do show up when another agent searches for them.  Users are showing up with the wrong access (e.g. no access instead of staff) I added a custom field to a ticket and it shows up for some users and not others Tickets that use custom fields are not consistently displaying the custom fields.  I have had agents with the same access create a ticket w/ custom fields and sometimes they show up and sometimes they don’t. The ticket options are not displaying consistently - only some people see a ticket path that is supposed to be available for everyone who can put in a ticket.Is anyone else seeing issues like this?  They’re inconsistent and widespread and were not occurring yesterday.  I’m looking at all of our syncs to rule some things out but the custom fields problems are definitely not sync related. 

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NStevens_iiQ
C
Contributor
CLee 1176405 shakopeeContributor
asked in Tickets
Changing Ticket Agent now displays everyone?

Checking with IIQ Administrator staff but one of our agents brought up how when click on Agent to change on a ticket it is now displaying Select User instead of select agent so you see everyone and need to filter by role or search for them. Anyone else seeing this? 

828
NStevens_iiQ
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RPorter 79778d9 norwalkschoolsObserver
asked in Tickets
How can we search ticket contents?

In our previous ticket system we had the ability to search the contents/body of a ticket for a word.  For example if I was trying to find a ticket that was sent in months ago regarding a student with name John Doe, and I didn’t know who submitted the ticket.  I have tried looking at all closed tickets and searching, but it only gives me tickets, assets, or users.  There is no way to reference past tickets with a certain subject, name, etc within the ticket notes… Thanks Randy 

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M
ADeLacy
Participant
ADeLacyParticipant
asked in Tickets
Re: Headaches , OOO replies.

We are running into issues with Email to tickets, please someone tell me they have a way to fix this ! Currently if an email is submitted it creates a ticket… this works well. The issue is each reply to that email chain also creates a ticket. We are trying to make it so the Rules stop this but that is providing some issues. Does anyone have a best practice around this AND out of office replies ? I will keep playing with the rules for now but seeking someone who has the answer other then trial and error on my part. 

1254
ADeLacy
Participant
T
TSaunderslucy 68018b6 motsdObserver
asked in Tickets
Email in to create a ticket?

does the system allow a person to email a helpdesk email and it automatically creates a basic Incident Record for them.

2103
Kathryn Carter
STPittsinger
STPittsingerObserver
asked in Tickets
Can I create a filter for a subticket using an issue?

When students cause damage to a chromebook I need to submit a subticket to our person who manages invoicing parents.  For example, when a student breaks a screen.  Right now I can trigger the subticket creation for a chromebook display but I only need to generate one for chromebook>display>broken screen.  Is there a way to do this?

614
Kathryn Carter
zige
Participant
zigeParticipant
asked in Tickets
Rules: Prevent ticket from being transferred or resolved if...

Hi again, everyone. I’m trying to set a rule that says, basically:WHEN a ticket is created, IF the ticket does not have a linked asset THEN set prevent the ticket from being transferred to another agent or resolvedEssentially, I want to ensure the agent cannot advance the ticket forward without an asset being linked to it.From what I’ve found poking around in the Rules engine, I don’t see a way to set the logic to identify if a ticket doesn’t have a linked asset. So I could maybe fudge this by saying something to the effective of:IF the ticket has a linked asset of [generic asset model here]That way, if an agent just selects a generic “laptop” model, it won’t allow the ticket to progress until they’ve selected another asset.Does that make sense? Does anyone have any ideas how that could be done?Thanks.

301
Kathryn Carter
L
LBoydObserver
asked in Tickets
Analytics - closed/opened tickets in a date range conflicts

When using the date range, I noticed the tickets reported as opened and closed change depending on if you select “Created Date” in the Date Ranges versus “Activity Date”.  I would think that as long as the dates remain the same, the amount of tickets opened would not differ.   Additionally, the ‘closed’ tickets reported on those options appear to differ/conflict as well. If I run a separate report asking for Closed Date, I then get an entirely new number. How do I asses what are the actual closed tickets in a set date range if “Created Date", “Activity Date" and “Closed Date” options all report different numbers? Even when I look at Created Date as the option, and then add SLA to the filter, my reported tickets “opened” for the range changes slightly by about 16 tickets.  What's the best way to see the number of tickets opened in a set date range, the total number of tickets closed in a date range and what number of those tickets meet an SLA? Thank you

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D
DOaks 3070143 edkeyObserver
asked in Tickets
Users responding to the resolved ticket email directly

If I have a resolved ticket and a requestor wants to respond by email to that resolved ticket email, how can I have the agent get an email notification that there is a new comment for them? I don't want the ticket to reopen if the requestor responds. By default, it doesn't reopen the ticket in IQ. I know it does that in other products. Thanks!

903
Kathryn Carter
S
SGaynor 84065d1 frenchintlObserver
asked in Tickets
Organizing Subtasks?

Is there a way to organize subtasks in the final ticket form? We use ticket templates that assign multiple subtasks to multiple users. In the template I am able to group the subtasks by user, but when the ticket is actually submitted the subtasks become randomized. In a list of many subtasks, it becomes more difficult to keep track for agents who have multiple tasks assigned to them. Is there anything we can do so that the task list on the ticket matches the order on the template?Thanks!

581
Kathryn Carter
ADeLacy
Participant
ADeLacyParticipant
asked in Tickets
Shortcut Button ?

Is it possible to Pin / add a shortcut so it’s less clicks to access ? Currently we have a working shortcut that will take a ticket and move it From our Tech queue to the Facilities queue and vis versa.  The issue is making it a bit easier to access.  Right now you have to “start ticket > click Shortcuts > click all shortcuts > click the custom shortcut then Run.   Please tell me we can Pin this any higher, or at least reduce the clicks ?  

1309
Kathryn Carter
A
ASmith 797c037 manorisdObserver
asked in Tickets
Can we edit an event after the date has passed?

Sometimes people submit events for the same day, and changing the threshold isn’t an option. The problem is that many events that are submitted are recurring, so it’s already a pain in the butt to have to adjust the recurrences on my end. But then if the date/time passes for their event, I now have to recreate tickets because I can no longer adjust them. This is becoming a bit frustrating so I’m wondering if there is a way to edit the date/time on a past ticket so the details can be adjusted without having to recreate a ticket.

739
Kathryn Carter
zige
Participant
zigeParticipant
posted in Tickets
Ticket Templates, or am I barking up the wrong tree?

Hi friends,It’s late, and while my dog Luna is here providing me with moral support (read: snoring), I’ve been poking around iiQ for the last few hours. By the way, kudos to all the folks who worked on Enhanced Quick Tickets. Those are pretty cool and a big time saver for several types of tasks.But, even with Luna's zen vibes, I've hit a snag.What I’d really like is the ability for agents to quickly submit tickets—via a Quick Ticket or Ticket Template—with the following functionality:Have the ticket type, issue category, and issue preselected (currently doable) Include a field for the agent to add an asset tag to the ticket, without requiring them to re-select the type, category, and issue (currently not doable, as far as I know)I figure such a feature would be ideal in situations where a particular type of asset often experiences the same issue—which is common in schools where devices of the same model are purchased in bulk.For instance, my district provides iPads to students and they

1654
zige
Participant
J
JTichavsky 433b89d creightonObserver
asked in Tickets
Scheduling 40 tickets

Hey guys! I update about 40 servers every month. I’ve created a template and set a schedule every 30 days. I’ve read the knowledge base and created a scheduling rule as well. What I’d like is for 40 separate tickets (one for each model) to automatically generate in the ticket queue for me to close one by one as I run updates on each machine. Do I need to create 40 different templates? Any guidance is appreciated. 

804
Kathryn Carter
TCurtis 5576bd0 jpsny
TCurtis 5576bd0 jpsnyObserver
asked in Tickets
Is there any way to restrict who can see specific ticket types/issues aside from roles?

I would like to have one specific ticket issue/type to be restricted to a set of specific users.I know that you can control visibility based on roles, but I don’t believe that additional roles can be created or enabled for additional use aside from the normal staff/facility roles. So my main questions are the following: 1: Is there a place to add additional roles or create custom roles? 2: If not then is there a way to limit who can see a specific issue/ticket type besides visibility via roles? 

1554
TCurtis 5576bd0 jpsny
T
TJuarez 703c3e5 palermok8Observer
posted in Tickets
Custom Field from Ticketing to new ticket in Facilities

We are currently attempting to expand our offboarding processes in our district.  That being said, HR Submits a ticket to user provisioning, which includes a custom field with the employees name. Ideally, we would like to create a ticket based on the original ticket, which would end up in the facilities side.   I see that we have the ability to create a new ticket from a rule, but how would the custom field carry over as well?

779
Kathryn Carter
mcarrigan
Participant
mcarriganParticipant
asked in Tickets
Conditionally creating subtickets

In a rule that creates subtickets, is it possible to create an additional subticket only if a custom field = a specific value?For instance, when a student unenrolls from our district, the office manager puts in a ticket for our building tech to make arrangements to collect the student’s iPad.  A subticket is created for our state reporting coordinator to unenroll the student in our student information system. What I want to do is have the same rule create a second subticket if the student is a Special Ed student (SPED Student? custom field = Yes) but I don’t think I can do that unless I build second rule to follow this one. *Edited to add that I tried to accomplish this in two rules but am unable to create a second subticket in a separate rule that relates back to the parent ticket created by the previous rule. The rules simulator makes it look like this should work, but it does not create a second subticket on the parent ticket or any ticket at all.Rules simulator result with two sepa

1505
mcarrigan
Participant
davecarty
Participant
davecartyParticipant
asked in Tickets
Assigning Tickets Best Practice

Hi all,I’m wondering if anyone has an option on best practice for assigning tickets and what your reasoning is.Option AAssign to Agent or Team add comment with instructions or justification for ticket assignment.Option Badd comment with instructions or justification for ticket assignment. Assign to Agent or Team

31112
Kathryn Carter
MLocke 773d4ae eacs
MLocke 773d4ae eacsObserver
asked in Tickets
Notification Settings

I need some help trying to get notifications to work the way we want. I have been spent a couple of days playing around and still don’t have it working. We have someone that sits on our Help Desk and creates tickets for people all day. People in the Technology department also cover the Help Desk when she is off or during lunch. I do not want her, or those people covering the Help Desk phones, to constantly receive email notifications on tickets they open, when an agent updates the ticket, or when an agent closes the ticket days later. I still want the person who the ticket was opened on behalf of to receive all those notifications. The only solution I have come up with is that we have to change the submitted by to the person who called into the Help Desk.

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MLocke 773d4ae eacs
M
MSmith 51710f5 amherstk12Observer
asked in Tickets
Pictures in Tickets

We’re seeing a large uptick in physical damages to Chromebooks. We attempted to take pictures and add them to every ticket, but we forget frequently. Is there a way to require a picture before you close a ticket? Anyone doing anything different? 

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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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