Tickets

I need to change the options that show up when you click “new ticket”. I would like to create a custom category that would go be positioned first. Some of the options are irrelevant for us and only make it more challenging for users. 

Good afternoon,I have Chromebooks located at one campus that I want to transfer to a different campus. How can I transfer them in bulk?

I want to create a ticket filter that will show me all tickets that were last updated by a specific agent, and/or all tickets that were ever updated by a specific agent. Doesn’t seem like a very straightforward way to do this, if there is a way.

Is it possible to edit or remove non-custom fields for tickets? I am looking to remove file upload or at least change the description it gives.

Trying to figure out how to add a subticket to a ticket without rules because the ticket/rules may differ from each incident.

When creating a Quick Ticket for a copier I name it ABC CopierEnter the Asset#Can you choose more than 1 category to go with that quick ticket so when they choose ABC Copier the following issues appear: Jam, Toner Replaced, Other

In our environment, there are many times we’ll have users that will email back and forth about an issue, realize it’s an IT issue, and then copy the helpdesk email address into their reply. This leaves us with tickets where ticket name might be helpful if the original email subject is related, but most of the descriptions are along the lines of, “I’ve copied IT so they can assist.” This leaves our support folks to go digging through the “Email” tab to try and find the original question. Is there a way we can get around this and just copy the full original email chain into the description or comments when the ticket is created from email?

What is the easiest way tickets can be moved from ticketing to facilities?

I would like to create a ticket shortcut that adds a comment to the ticket, adds a resolution action, and sets the status to “Resolved” so the ticket closes. However, the shortcut skips the set status part because “Ticket can't be closed before the ticket issue has been confirmed”.  I’m looking through the available actions and I don’t see a confirm issue action. Am I missing something here?   

I have created a ticket template with multiple locations and have set up 4 scheduled times for ticket generation. When I hit save I get the following: Ticket priority is required in order to schedule tickets for automatic creation without user interaction. I then go into workflow details and add a ticket priority level but I still get the same message when i attempt to save. Any thoughts

I tried to find a topic on this.Is anything happening with friendly URLs.example: https://instance.incidentiq.com/agent/tickets/ticket#or https://instance.incidentiq.com/agent/assets/assettag#It would be very helpful.

Hi, is there a way to remove this question in the ticket section? “Does this ticket contain protected student information?”

Each day, our help desk creates hundreds of tickets on behalf of our users. “Hi, thanks for calling the help desk. Can I start by getting your name please?” When the user provides the agent their name, the agent has to first click the “Edit Requestor” button with each new ticket they create, and then search for the user. Is there any option to change the behavior so clicking “Edit Requestor” each time isn’t necessary? Is it possible the “Search users” option be available right from the get-go, so our agents don’t need to click “Edit Requestor” each time a user calls in? Trying to find the fastest way to get the ticket wizard up and on the screen and minimizing the number of clicks necessary to get there. Thanks.

I need to create a ticket that happened last week.  The ticket should have been made at the time of the incident but it was not.  It is important that the time line be accurate. Does anyone know if\how to create a ticket and set the date to be last week?

I want to be able to create a resolution action, and when the action is selected parts are added automatically from the building location. This would be beneficial when creating, repairing, replacing devices.

I am trying to make a custom ticket based on an Issue Category. I have what I want for the most part but I need some clarification. I will attach a screenshot belowWithin the ticket can I remove the Is this ticket urgent, for a specific type.  Can we rename the Describe your issue, or would we need to make a new description box? Can I add boxes with an e-signature can be placed? Kinda of like a approval? Where I have the drop downs, is there a way to make them radio buttons instead of drop downs? wishful thought, Can I make a new selection called.. let’s say, equipment or software, then based on which is selected, have set of custom fields populate just for he specific selection of equipment? 

What ticket filter option can I utilize to filter my ticket view by the user that submitted a ticket instead of the on behalf user that I get when I attempt to utilize the requestor filter?

Hi, I brought this up before, and I apologize if I sound like broken record.I opened a ticket with iiQ yesterday about some bad teacher data syncing from Powerschool. I had created a case before about this issue, and I wanted to reference it in this new ticket. However, I for the life of me cannot find the old ticket. I know what keywords to search for, but there is no search capabilities currently I can use (or that I’m a ware of).  I ended up literally opening one ticket at a time and tediously sifting through endless threads. Needless to say, I gave up after the tenth ticket in sheer frustration.It doesn’t help either that the ticket subject titles are so generic and broad that they provide no meaningful insight into what the ticket is about. Previously, there was an option to add a "ticket description" column to this view, which greatly facilitated finding old tickets. However, this feature seems to have been removed by iiQ for reasons that elude me.I apologize for the rant, but I'

We have several users that are consultants (SRO, Contractors, etc) and have no assigned location.  How can we get those users with Unassigned Location to be prompted to select their location?We tried creating a custom field that uses the IIQ location field then applied that to all tickets with the filter of unassigned location.  The user is prompted if they are Unassigned Location but when the ticket goes the rules the location is still Unassigned.  What is the proper way to do this?

Is it possible to make it so when a follower adds a comment to a “Waiting on Requestor” ticket, it changes the status to “In Progress”? I know when the ticket creator comments it will change that status, but in sometimes a follower will add information and it still says “Waiting on Requestor”.  

Is there a way to add a due date/deadline to a ticket?

We have a ticket where the end user uploaded an image to the ticket.   The agents can see the uploaded image and look at the attachment, however the end user who put the ticket in doesn’t see the attachment.   Is there a setting blocking that?

When you are logged in on a computer you can change the setting to show the description of the ticket without clicking into it. Is there a way to do the same thing when logged into the mobile app?

I’m considering creating a ticket for each classroom in a school that we can comment on and resolve when we have the technology in the room ready to go for next school year. I’ll create a custom issue and list each room number (1 per ticket). Is it possible to create these tickets in bulk?

Is there a way to bulk-export surveys’ narrative/comments feedback? I want to make a wordcloud to include in my annual Board report. Although the “detailed survey” column in the ticket view shows the narrative, the export does not include this information.