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

  • 787 Topics
  • 3,290 Replies
788 Topics
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 ?  

1359
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

1774
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. 

814
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? 

1584
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?

809
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

1565
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

32512
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.

4438
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? 

894
M
lpreedom
Contributor
lpreedomContributor
asked in Tickets
Parts inventory in the negative

We are trying to figure out a way to monitor our parts to include when we are in need of new parts. Is there a way to show negative parts inventory? This way I know that I need to order that many parts? Or has anyone else found a better way to do this? Due to lack of money, we tend to only have enough parts on hand for our current repairs in the que. 

353
Kathryn Carter
J
JSpong 497afb0 wssdObserver
asked in Tickets
Is there anyway to filter tickets by ones that have assets that were exhanged

Hi there I was wondering if anyone has a way that we can filter tickets by what ones have had assets exchanged in them. I am trying to see how often specific technicians opt for an exchange vs doing a full repair. Thanks!

594
Kathryn Carter
B
BDALLY 4409aa2 friscoisdObserver
asked in Tickets
Exporting Ticket Categories

I want to export my ticket data into a spreadsheet so I can breakdown the data in ways IIQ cannot, but I can not find a way to include the device category. for example, when exporting all the ticket data I want to be able to sort it by all chromebook tickets or all desktop tickets, but all I get is something like this: Acer Chromebook 311 (C733, C733U, C733T) - Connectivity > Can't connect to Network / Wifi. And in a perfect world i would like this part “Connectivity > Can't connect to Network / Wifi” also broken up into two difference fields.

723
Hannah Bailey
sbattis
Contributor
sbattisContributor
asked in Tickets
Issue multiple spare devices together?

For tracking purposes, we need to be able to track, for example, an iPad, an iPad charger, and an iPad stylus separately. Essentially: it’s way lower overhead for everyone involved -- and therefore we can get humans to do it -- to not have specific “sets”, but just to grab one of each, as-needed. And not everyone needs the entire set.This is all fine, until it gets to managing those loans. Right now, we have three tickets for someone who checks out an iPad with a stylus and a charger. On the up side, it means that when a device is missing from a cart, we know who has it, and when it is supposed (or was supposed) to come back. On the down side, it’s a tedious mess getting those tickets set up.My current solution is a Google Form that users submit (they scan a QR code on the cart to get to it), and they just punch in the the numbers of the devices that they’re taking. From those numbers, I’m able to generate links to create new tickets for each of the devices that are being issued as spa

716
sbattis
Contributor
C
CSingletonObserver
asked in Tickets
CSV Download Format is not correct, cannot ingest into SQL Server.

I put in a ticket for Incident IQ because CSV file format was not correct as the file being created is placing one extra comma in the file when as seen when you open it up with notepad. Hoping that they fix this format problem as I have to save the file as file type CSV to fix the Excel downloads all the time! The person working support decided that it was no big deal and closed the ticket on support, but the file format is still not CSV by standards. I wonder how many other people are finding this a problem who use Incident IQ on the Excel data files that they download? I think fixing this problem would eliminate this happening and also would gain more customers confidence in Incident IQ in the future.    Note: Normal CSV file doesn’t have a comma on the last column value.   Integration will not work with CSV format like this, unless you change the format. 

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C
bclark
Mentor
bclarkMentor
asked in Tickets
Out of Office Period not working as expected (Operator error?)

We are trying to use the Out Of Office Periods more. It looks like you can create them two ways, either through your profile or through the calendar and selecting out of office as the type. When created on the calendar they still show in the Out of Office Periods section under your profile.Is the "Covering Agent" a required field? It doesn't flag it as required when making one without. In our case we have all tickets get assigned first to our help desk team via round robin and had thought it would just go to the next person. Our testing seemed to confirm as much but now that our agents are using it we are seeing some where tickets still go to a person who is within their out of office period.

572
Kathryn Carter
A
ASeals 7173fb7 sheldonisdObserver
posted in Tickets
Add a new 'Create Ticket' > Safety & Security

I explored the Admin area of InidentIQ to find out how to create a new button called "Safety & Security" in the Create a new ticket section. We have a district team that is part of the standard ticking group, and I would like to include this category while keeping the existing ones intact. Therefore, I kindly request to add this category.

926
A
MLocke 773d4ae eacs
MLocke 773d4ae eacsObserver
asked in Tickets
Submitted By Receiving Emails

It’s common for us in the tech department to submit tickets on behalf of users. I am noticing that we are receiving email notifications for tickets, even when we are no longer a follower on the ticket. Is this normal? Thanks!

443
MLocke 773d4ae eacs
S
SMurphy 630ba8f apsbObserver
asked in Tickets
Limiting who can assign tickets to a certain agent.

We have a contractor who receives tickets for a very specific job. We are trying to create a rule that would limit who can assign tickets to that agent (the contractor) to a certain team or a small group of people (the members of that team). So far we have been able to create a rule that forces that team to also be assigned to tickets assigned that contractor, but is there is concern about work being performed without proper approval.

743
Kathryn Carter
ADeLacy
Participant
ADeLacyParticipant
asked in Tickets
Email To ticket, can we take the Subject and copy it INTO the ticket ?

One of the issues we are having right now is on a ticket creation from Email once we assign the correct issue we loose the original subject (( some times this has key info )) Is there a way to take the subject “layer 1” and copy it into “layer 2” automatically on ticket creation from email ? or is this just a manual process we have to continue to do ?  

611
Kathryn Carter
J
JTichavsky 433b89d creightonObserver
asked in Tickets
Parts UI looks different

Hiya folks! I have a user that the parts section of the UI looks off. Is there a fix?  

311
Kathryn Carter
M
MSurovik 2603033 tcisdObserver
asked in Tickets
Rule application

Hey guys,If I create a rule in IQ for tickets, will it run for all existing tickets as well? I want to add a “stale ticket” rule where the priority will increase based on how long the ticket has been stale. I would like the rule to start as it’s created, not for previously stale tickets.

752
Kathryn Carter
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?

1019
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

2199
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?

3269
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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