Tickets

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. 

Hello,School District user. I am curious how others are using tags in tickets, and for what purpose? I am aware of creating them, applying them, using them in rules, but just not sure how it would benefit me to be using them. Any use cases would be greatly appreciated.Thanks you.

Hi everyone -- Searched the forum and Incident IQ itself, and I don’t think this is possible, but:There’s a specific app -- let’s call it Bubba -- that everyone thinks that issues for it should go in Incident IQ for the district. Trouble is, they shouldn’t -- there’s a specific different process that needs to be followed for Bubba. At first the strategy was to just remove Bubba as an issue category option from Incident IQ, but then staff members still put in tickets for Bubba anyway under different, tangentially related categories. Our new idea was to create an issue category for Bubba...but instead of leading to the general “creating a ticket” page, leading to an information page that said something like “For Bubba tickets, contact Joan in HR at x5555”. Is there any way to do something like that? I considered trying to get rid of all the fields on the Bubba ticket page to make kind of fake information page, but since I see there’s no way to get rid of the

Is it possible to have a default answer on a custom field? So that it automatically displays that answer unless the ticket submitter changes it?We are using a ticket for mandated daily door sweeps - where a campus staff member is required to check and note the status of every door. There are 20-100 doors per campus, so it would be incredibly convenient for those to show that the door is properly functioning, except on the rare cases that it isn’t.Open to any and all ideas to make this easier for our campus staff!

Is there a way to set up a notification or rule in IIQ to alert us if a user already has an open ticket when entering a new one? We're facing issues with duplicate tickets due to multiple agents unknowingly creating them

We are working to get Staff/Parents to make better choices on Issue Types when inputting tickets.But, we often have to change the Issue Type on a Ticket thas has already been Created (most of our autoreply Rules run on Created to send back helpful tips/docs).That strategy only works on the Created.  So if we need to update the Issue Type and we want the rule to send better autoreply Rule email helpful tips/docs… how do we do that?It seems the Updated type of Rule will fire back the autoreply EVERY time anybody updates the ticket.Is there a way to say ONLY process a Rule when the Issue Type is Updated?

When trying to log onto the app on my Samsung phone, it will not let me.  SSO doesn't work. Neither does typing my credentials in manually. 

I’m trying to create an alternative to using the Site Option Require Issue to be Confirmed because for many of our tickets, it isn’t necessary and adds an extra step for those Agents who wouldn’t benefit from it.So, my question is, can you create a custom field that is required, but not visible to requestor? Essentially it would only show up for Agents working the ticket, like the Site Option does.My tests suggest this isn’t possible, but I wanted to confirm with the experts.

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?