Tickets

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

If you’re a Staff role user and have “View ticket lists and details” permission enabled, you see all the system actions, SLA stuff, rules being fired, etc. If you take that permission away it fixes it but then you can’t see other tickets at your location, only what you submit. Is this a bug or how do I hide this? 

When I edit custom fields in the Events section, I see a number of fields with a lock icon on them (fields like “Name Your Event”, “Event Description” and “How many attendees do you expect?”) .  Is there any way for me to edit these fields (i.e. make one of the fields required)?

Staff can add followers during ticket creation but not after. They see the tab and can list the users but when selecting them, it says they don’t have permission. How do you grant this? I don’t see a permission for it anywhere. There is a “work ticket” permission that enables it but then they have too much permission. Their role is Agent and we might drop them to Staff later, besides the point, but either way it doesn’t seem to be possible to explicitly allow it unless I’m missing something.

Should be simple but not seeing a way to have IIQ auto create a ticket. I played with Rules on this with limited success.. I hope I am missing what is right in front of me. I know there is ways to do this for an Asset… But I need a ticket created each month around Data queries that need to be pulled. 

Under ‘Administration > Ticket Statuses’, when I create a new Status, there are options to select Workflow and Workflow Stage. How do I edit the Workflow and Stages of the Workflow? The only workflow in the list is ‘Technology - Default Workflow’, and it’s a searchable list… so I’m assuming more can be added.

Hi Community,How does one go about creating a rule for new requests that filters on the following criteria:Asset Owner of selected device has a “Student” role Requestor is a student or opened on behalf of any studentThe goal is to assign a ticket with a lower priority (like 50) if the device belongs to a student.I see a lot of options to filter by User names but can’t seem to filter by the properties of the User.

Is it possible to list only the fees that have not been paid when running statements? Right now when I run statements for students every transaction prints - even the ones that have been paid. Is there just a way to show only what is due? This statement should be a 1 liner for $35 as that is the only ticket fee that is due.  

We added Events and Facilities this summer in hopes to created a unified, seamless experience for our staff.  Unfortunately, we are not seeing that.  I have discovered that when Faculty submit an event from Ticketing, they do not have the same options as if they were in the Events platform directly.  Conversely, if Faculty are in the Events Platform, and try to submit an IT Ticket, the categories and issues I have created in the Ticketing Platform do not appear.My question is, is there a way to disable the option to submit Events from Ticketing, so that only IT and Facilities tickets can be submitted: AND, remove all of the other options when in Events.  So it would force all Faculty to use Events to Submit Event reservations and NOT submit IT tickets.   What would be ideal is if everything behaved the same in Ticketing and Events, but we are just not seeing that right now.  It’s causing unnecessary confusion for Faculty.

Hello We have a workflow in our organization that when the technician needs a device to go in for hardware repair they change the status of the parent ticket to kick off our workflow everything is working mostly as I want but I just am left with one issue and i’m 90% sure it has to do with the ticket template. I want the asset to be passed from parent ticket to the subticket and for the life of me can’t get this to function as I would think it could.  I have resorted to just using the variables to pass the data into the body of the request but was hoping that the asset could be tied to the repair. Any advice to make this work? 

Hello  We are a large district and we have quite a few unassigned tickets that is showing up for our agents.  How do we restrict the unassigned tickets to only show up for IIQ Admins - I don’t want our agents pages to be flooded with unassigned tickets

I’m pretty sure there isn’t an option to do this but thought I’d double check. Several of our site based technology people would like to turn off notifications for ticket changes but only for specific ticket types. For example, they’d like to get updates to things like website block/unblock requests or provisioning requests, but not Chromebook repair tickets. Mostly because there are far more repair tickets than anything else and it’s a lot of inbox clutter.

Is there a way to remove tickets from a user view from the previous school year? I’m guessing I can make a rule that will do this but wondering if there is another way. Or, do I need to create a saved view that will remove them from being visible?

Is there a way to link a knowledge base article to a ticket to send to the requestor as part of an action? For example, I have a bunch of teacher guides in my google drive that I share in a comment to users and close with a “provided training & support” action. Is there a way, if I transfered those drive articles to the knowledge base, for me to directly link a KB article to the ticket with a resolution action? (instead of having to go back and forth between systems)

I have a Supervisor asking me if there is a way to find view/report/filter/dashboard all tickets that have been submitted but have had no activity on them? I have searched through the community and knowledge base and have not see a way to possible do that.    

Every day one of the IT staff at my location has to reprint student IDs starting at 7 AM. It is not unusual that we doing that until 9:30 or even as late as 10:30 AM! At our last IT meeting for Broward School district they were saying that they want us to use incidentIQ ticketing system so that they can track our productivity. I want an option ticket that is Perform Non-IT Functions so we can document they time it is taking. Can we add this to the “new ticket” options please?

We’ve begun using workflow approvers for many tasks but have run into an issue that requires us to find all tickets with a current approver. Is there a way to sort/filter the ticket views based upon the current assigned approver for a ticket?  

We have an issue available to users to submit a ticket to “restore a deleted Drive file.” As this is a common request, we’ve created a quick ticket for it. When users are clicking submit, they’re seeing this error message. We’ve been unable to find the setting on our end to resolve this. To clarify, I’m still able to enter the ticket through the normal pathway on this user’s behalf, but when she enters it through the quick ticket button, this is what she’s seeing. Thanks for any help! 

Hi all, On the facilities dashboard, there is a standard “open tickets by location” report. I would like to create another one that is the same logic but “Open tickets by agent”. So, a summary count of open tickets by agent. Has anyone been able to create a view/report that incorporates a counter like that? I am only able to pull standard columns into the view and have not been able to find a way how to tally up the lines. Thank you! Minette

Hello, We’ve been experiencing intermittent issues with IncidentIQ kicking back email-submitted tickets with an “Invalid e-mail” error.  We’ve had this occur 21times in the last six months, with no clear pattern of what is triggering it. We’ve tested sending the identical message from different users and at different times and it goes through with no error. The error body is:Incident IQ Log in to Incident IQ Login to Incident IQ Invalid e-mail [*******] We've received your request to create a ticket from e-mail, however we were unable to match the email format to what your site admin has setup within Incident IQ. Please make sure the email address you are sending to matches the address given by your site admin. Please contact your site admin for further help. The bulk of our tickets come in via email, and this is resulting in some being lost, which doesn’t build staff confidence in IIQ or the IT support function in general.  We have a support ticket open with IncidentIQ since early thi

Our district uses our student accounting system (PowerSchool) for fees. I am looking for a way to use the tickets created as a damage report to send to parents explaining the damage. The pdf print out of tickets right now gives a little bit too much information and I think it may confuse them. Anyone have any ideas on how to do this with incident IQ?

Is there a way via using a rule or something that I could make it where an agent could not accidently mark a ticket as resolved until after a event date? We have had this happen where a user will close a ticket early but then details for an event get added/changed and they miss those because the ticket got resolved before the event occured. This is for a ticket template ticket that gets generated when an event is being approved or running on a schedule. BAsically looking for a way to allow agents to be able to resolve tickets but being able to control a time period of when those actions can occur. 

We have a user that reached out about wanting to be able to add followers to the ticket she opens. I read a few articles on here and the permissions for List Users is one that they said was needed. This is selected and the user still cannot add followers to a ticket they are opening. Can anyone help us with this?Thanks in advance!Gary in KC

We just started looking into SLA and Analytics Explorer for the agents. A question came up hopefully someone could help. When a requestor submits a ticket the Response time starts. Lets say it take 2 days for that ticket to be assigned to an agent he answers it in 2 hours. Does 2 days and 2 hours count against the agent? Same goes for Resolution time. If they close that same ticket in 4 hours would the agents Resolution time be 2 days and 4 hours? Thank youRon

We’re trying to configure permissions so a specific team can create tickets for any ticket type, but can only work (edit/resolve) tickets from one specific ticket type. Has anyone found a way to prevent a team from working tickets outside of their designated type, while still letting them create tickets for any type? Any suggestions, creative workarounds, or confirmation that this isn’t possible would be greatly appreciated.