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

  • 743 Topics
  • 3,099 Replies
744 Topics
R
RWinchester 977ad07 bcscObserver
asked in Tickets
Email to Ticket Location

is there a way to set up email to tickets to have a specific spot you can put the building name to assign it to that location instead of by the users default location?

999
Kathryn Carter
B
BLevien 3901dca seaburyhallObserver
asked in Tickets
Slack Webhook Formatting

I am able to generate some nice webhooks thanks to this post by @MattHenry. HOWEVER, my posts in slack are showing up as URL encoded. Here’s my Body:{ "blocks": [ { "type": "header", "text": { "type": "plain_text", "text": "{Ticket.TicketNumber} - {Ticket.TicketSubject} ({Ticket.TicketPriority})", "emoji": true } }, { "type": "divider" }, { "type": "context", "elements": [ { "type": "image", "image_url": "https://pbs.twimg.com/profile_images/625633822235693056/lNGUneLX_400x400.jpg", "alt_text": "cute cat" }, { "type": "plain_text", "text": "{Ticket.TicketStatusName}. Response Time: {ServiceLevelAgreementResponseTime} | Resolution Time: {ServiceLevelAgreementResolutionTime}" } ] }, { "type": "section", "text": { "type": "plain_text", "text": "{Ticket.IssueDescription}" }, "accessory": { "type": "button", "text": { "type": "plain_text", "text": "View Ticket", "emoji": true }, "value": "ope

2109
Kathryn Carter
Z
ZTodd 240dbfa ccsre1Observer
asked in Tickets
Adding Parts within Tickets

Adding parts to tickets so that we can keep track within our inventory was easy enough until today when everything changed. Now we can’t insert parts because this new way of adding a Part Record won’t point back to our inventory. Is this an issue? Or a change that hasn’t been completely implemented yet?

3029
Kathryn Carter
davecarty
Participant
davecartyParticipant
asked in Tickets
Sub Tasks for Sub Tickets Bug?

When trying to create a sub task within a sub ticket, it will not save. Is this a bug?See screen recording

517
Kathryn Carter
B
BHenkerObserver
asked in Tickets
Keep Tickets but Hide Them

This may be a odd and imposible request but I was wondering if there was a way to have tickets still be open but not on the available to work tab.  My thinking is that we have about 30ish broken screen tickets that say open till we get parts for them.  We wait to buy bulk parts so that we can get them cheaper.  That being said, they usually complete the ticket so that it doesnt clog up the open ticket files.  I like to keep them open since they are not fixed and will give a complete number of devices that are waiting for parts.  I have thought of putting them into locations but then it would put all of them in the “waiting for parts” location while also keep thing the “open tickets” open.   Please let me know if you have any suggestions or if any of that doesnt make sense and I can try and better clarify what I am looking for. 

764
Kathryn Carter
R
RWinchester 977ad07 bcscObserver
asked in Tickets
Adding parent Ticket info to Sub Ticket

Can i make a sub ticket have the parent tickets description put into the sub ticket details automatically. So if Parent ticket was “Billy is a new hire at main street building.” can we make it to where the sub ticket says “please assign memberships to Billy.” “Billy is a new hire at main street building”?? 

431
Kathryn Carter
jax
Contributor
jaxContributor
asked in Tickets
Quick Tickets and Location

I’m thinking I’m just missing something...I can’t find a way for the user to select a different location for their Quick Tickets other than the site they are assigned to. This was a perfect way for us to limit the use of a specific ticket type to a certain user, but he’s not able to change the location of the ticket to other sites.  Also couldn’t find a way to change the location automatically by creating a custom field.  Just trying to figure out a way.

1753
jax
Contributor
R
RWatsonObserver
posted in Tickets
SLA not calculating correctly

Hello, I have a ticket open with support they are saying the dev team needs to look into this but was wondering if anyone else is not have their SLA time calculating correctly. It almost seems like it randomly picks a time for the response and resolution time  ThanksRon   

694
Kathryn Carter
H
HGentry 757c4da theacademyk12Observer
asked in Tickets
Damaged Device

Device that needs repairs of any kind that require it to be opened up in any way.

481
Kathryn Carter
Dakota SDOW
Contributor
Dakota SDOWContributor
posted in Tickets
Priority Level Changes

Hi all, It looks like the priority levels have been updated recently, at least on our site. Previously we had our priority levels set to 0 - 50 (low), 51 - 100 (medium), 101 - 150 (high) and 151 - 200 (critical). However, going into the settings now it shows the following:I wanted to make this post in case this was changed across the board instead of just our site. As this can cause some of the rules you’ve made regarding ticket priorites/levels to no longer work correctly. We had a rule set to increase the priority by 50 each week that a ticket is in progress. However, with the new rule levels this would have caused it to go from the default 50 → 100 in a week.

1281
Kathryn Carter
C
Contributor
CLee 1176405 shakopeeContributor
asked in Tickets
View assets with x or more tickets

Wondering if there is a way to en mass see assets total ticket count without going into or filtering to all assets that have x or more tickets. We are going to start tracking security camera issues with tickets in iiQ and would like to see if there is trend for certain models across a site or district wide.

231
Kathryn Carter
bclark
Mentor
bclarkMentor
asked in Tickets
Is it possible to update a ticket without generating an email to the user?

I would like to add some tags to some past tickets that have been resolved for awhile. Looking at another option to track ticket types over time. Is it possible to update tickets in bulk with a tag without emailing the person who submitted/requested/followers/agents?

1285
Kathryn Carter
bclark
Mentor
bclarkMentor
asked in Tickets
Apply Actions via Rules

Is it possible to apply Actions via Rules. We have some we use for tracking specific ticket scenarios, but would prefer to use actions rather than tags. You can apply actions under Shortcuts but I’m not finding how to do it via Rule for better automation. Feels like I’m missing something.

1032
Kathryn Carter
A
Amy.YorkObserver
asked in Tickets
Hiding issues under Models

Is there a way to hide specific issues under Models? If there is I cannot find it. I can choose to only allow agents to see specific issues on all the other tabs, but not under Models. This causes us to put a lot of stuff under the Other Requests section because there are things we don’t want regular users to see. Being able to edit the issues visibility on Models would be a huge help to us!

794
Kathryn Carter
A
AVillar 593279b teaneckObserver
asked in Tickets
Software / Online systems

Is there a way to cutomize this area? I would like to add our SIS but I do not know how to add any software on to this. Is this possbile? 

1222
Kathryn Carter
L
Participant
lhofiusParticipant
asked in Tickets
Model Assigned to Multiple Categories

Is is possible to assign a model to multiple model categories? We have a device that can be associated with our audio, intercom, and video categories but it doesn’t look like I can tie it to multiple categories. I don’t want to create a category just for it because it would confuse users when they submit tickets. They want to go to the audio, intercom, or video category based on the issue. I’d like for the model to just appear in all.

301
Kathryn Carter
P
PTranchida 4235870 rochesterObserver
asked in Tickets
View/List all Merged (Duplicate) Tickets

Is there a way to view all tickets marked as “Duplicate”? When you click on → “Resolve Ticket → Resolve - Duplicate Ticket, it gives the ticket status with in the ticket as “Canceled - Duplicate Ticket”. However, if you go to all tickets view, and try to set a Filter on this, it does not exsist. However, it is there with a status of “Resolved”. See attached document.How can you filter a view on all tickets that were marked as duplicate? 

683
Kathryn Carter
L
Participant
lhofiusParticipant
asked in Tickets
Quick Ticket - Software Not Listed

I know this is a new feature and your working through the bugs so I apologize if I’m starting the questions too early :)  Is it possible to set up a quick ticket for an issue that is under the Software Not Listed issue category under Software? We have an App Request issue type under software not listed and I’d like to use that for a Quick Ticket for our instructional staff. It would be the perfect solution for what we are trying to do. Thanks!  

752
arosenbaum_iiQ
TCummings 9174959 juhsd
Contributor
TCummings 9174959 juhsdContributor
asked in Tickets
Use custom Field as ticket subject

Hello,We have a Ticket issue category for Maintenance/ Facilities, their ticket type is the same for everything.Is it possible to create a custom field for their ticket type and then name is something like Subject and when the user puts data in their that it will make it the ticket subject instead of the generic category type? 

1015
Kathryn Carter
bclark
Mentor
bclarkMentor
asked in Tickets
Is there a way to make a custom view of open tickets with Incident IQ? There used to be.

I used to have a custom view saved under tickets where the Model was Incident IQ and the Ticket State was open. It was an easy way to find open tickets I have with Incident IQ itself. Currently I have to go to Help and then at the bottom of the side panel click on View my support tickets but I can’t get those to show up in a view outside that. Is there a way to do this? It’s more cumbersome to find them now vs having the view update with my others when I log in or the page refreshes. There used to be so I assume I’m just missing something?

991
Kathryn Carter
T
TCunninghamGONYCObserver
asked in Tickets
Bulk Upload

Hello, Is there a way to bulk-upload models and serial numbers and model numbers? 

2372
Kathryn Carter
TCurtis 5576bd0 jpsny
TCurtis 5576bd0 jpsnyObserver
asked in Tickets
How to have sub tickets named based on a parent ticket's field.

So I am trying to create a workflow where a sub ticket is created for each part of a new employee being hired is assigned to diffrent team members.Right now everything works as needed but the names of the sub tickets are all the same based on the ticket templates.My question is how, from a ticket dashboard view, can our team members see the difference between each ticket without going into each sub ticket and then to the parent ticket to know who the request is for. Is there a way to add a addition to the sub ticket’s name based on a custom field within the parent ticket?

633
Kathryn Carter
A
ahuffObserver
asked in Tickets
No SLA for one specific group of tickets?

Is there a way to not have an SLA applied to a specific type of ticket/team upon ticket creation? 

321
Kathryn Carter
RTschetter 93c5e2 stancoe
RTschetter 93c5e2 stancoeObserver
asked in Tickets
Issue Categories

It appears that my Issue Categories on my tickets default to posting in alphabetical order.  Is it possible to edit the order that my Issue Categories appear when creating a new ticket for submission?

1001
Kathryn Carter
F
farmerjeObserver
asked in Tickets
Merge Duplicate Tickets

Is there a way to merge duplicate tickets that users have submitted?

213216
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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