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

  • 754 Topics
  • 3,145 Replies
755 Topics
KHowe
Contributor
KHoweContributor
asked in Tickets
Toner Requests

We are looking to make our toner request for printers system better. One of the issues we have is that there is no forced option for the user to tell us what toner they need. Yes, there is a text box but in our experience, users will do the least work possible when submitting a ticket.  Is there a way that I am not seeing to force a specific set of questions for specific issues? For example, if they put in a ticket for a color printer, they must check boxes on what color they need?

1334
Kathryn Carter
E
EPierre 7675a41 nrcollabObserver
asked in Tickets
Not receiving email notifications for submitted tickets

I have literally every notification box checked to receive  emails for tickets but for some reason i am not receiving emails for submitted tickets. it looks like i will get emails once i assign the ticket to myself and updates but not without first assigning them to myself. This is a little inconvenient since i will have to periodically check to see if tickets are being submitted. is anyone here having this issue or has found a solution?

1694
Kathryn Carter
ADeLacy
Participant
ADeLacyParticipant
asked in Tickets
Describe your issue Required ?

Can you set the “Describe your issue” field to be required (( like room )) ??     

972
Kathryn Carter
A
AKnott 213957c ritenourschoolsObserver
asked in Tickets
Preventing Google Devices App From Changing Owner iin Spare Pool

We are currently using Spare Pools for our damaged Chromebooks. I have set up a rule to remove the owner and switch the location to the help desk whenever they get entered into the spare pool group. But it seems whenever google devices syncs, the owner gets updated which changes the location from the help desk. Is there a way to have Googler Devices ignore the devices in the Spare Pool? I would like for the devices to have an unassigned owner and show location as Help Desk just to have things be more organized.  Thank you 

401
Hannah Bailey
T
TeresaSimmonsberrienspringsObserver
asked in Tickets
Change Issue not allowing all subjects to appear

Some tickets are not allowing us to change the subject. If I go into the More>change issue the full set of subjects will not appear. It will only give me subjects related to what the original subject is. Also there are times when the change subject does not work at all. 

272
Hannah Bailey
P
Participant
PBauchan 650c0fd mvsdParticipant
asked in Tickets
Setting Resolution Actions for Issues - Email-Created Ticket

We are in the process of streamlining the Resolution Actions we want agents to use on tickets and I found one situation where I cannot find how to make changes: emails forwarded in to the system.Currently I’ve gone through and set the Resolution Actions for all of the various ticket types (Models, Provisioning, Network/Wi-Fi, etc.) so that there are 6 core Resolution Actions that show up:However, when we get tickets that are created via email, we get a completely different set: Am I missing where I can go to update what Resolution Actions are displayed for tickets created via email or is this a missing functionality?

1392
P
Participant
J
JSpencer 93091e2 wps60Observer
posted in Tickets
Confirm Issue Button Doesn't Respond

Sometimes clicking Confirm Issue button doesn’t respond correctly. Typically, clicking Confirm Issue causes the Confirm issue box to be checked and crossed out but sometimes, more often than I’d like, it will ignore the click of the button. Refreshing the page will cause the box to reappear as checked and crossed off 100% of the time. I’ve tried different browsers and computers with the same results. Recently I decided to just move on with the rest of the ticket and eventually refresh the page towards the end and this works also.

487
Hannah Bailey
A
ahuffObserver
asked in Tickets
Tech Ticket Comparison (Last year vs Current FY)

Hello, I’ve been asked to compare last years ticket count to this year. What is the best way to pull this information? They would like it broken down by Month and weekly view to show the busiest times of the year. Thank you in advance for your assistance. 

553
Hannah Bailey
C
CO'Neil 580b853 windsorctObserver
asked in Tickets
Recurring Events

Hello,Will it be possible to make events recurring? We typically have regularly scheduled events, such as bi-weekly meetings and daily after school programs that we input. It would be much easier to not have to individually enter each event, especially if it’s a daily event that lasts for the school year.-Caitlin

1647
Kathryn Carter
hmezza
Contributor
hmezzaContributor
asked in Tickets
How Do We Utilize Tags?

We notice that we can add tags to tickets and have been tagging tickets for later reference. How do we find tickets that have been tagged in certain ways?

1303
Kathryn Carter
R
Contributor
RWatsonContributor
asked in Tickets
Ticket comment variable in send email to alert user "Assigned Agent"

Hello, Having variables in emails are AWESOME! thank you for this.  I took a look here but did not see comment variable to include on ticket email.  What I am trying to do is if a agent is assigned a ticket and I want to add a comment and email them my comment. For example. I might add a comment not visible to the requestor that the student is in 3rd grade so they will need a Dell Chromebook. I would like that comment in the email send rather than just a comment was made.      Thank youRon

2126
A
C
Clint FosterObserver
asked in Tickets
Default Action Time?

Does anyone know if there’s a way to set a default action time? It could be global, or it could be specific to a particular action, either would be helpful.Thanks!

633
Kathryn Carter
C
Contributor
CLee 1176405 shakopeeContributor
asked in Tickets
Exclude ticket from balance formula?

Wondering if a way to exclude tickets based on something (issue type / status) from agent ticket count? Part of our work flow for de-provisioning staff/students is return of district device.  If device isn’t returned it is marked in a lost/missing state while agent works with respective team (HR/School Office staff).  Due to nature of ticket it could sit in agent queue for up to 3-4 wks. As result some agents appear to have a large ticket load when they really don’t/

313
Hannah Bailey
R
RKurczynskiObserver
asked in Tickets
Can I print a ticket directly from the ticket, without exporting to PDF?

Is there a way that I am missing to just print tickets directly? I see where you can save the tickets as PDFs and that view is great for the ticket details but I cant see a way to just hit a button and have it print like that. It seems like you have to save it as a PDF, open the PDF, and then print the PDF from there. I don’t see a way to print a clean ticket view right from IncidentIQ. We have multiple processes that involve printing tickets and this would be very cumbersome and time consuming over the course of many months/years. It seems there should be a PRINT option under more that would create the PDF “view” and take you right to a PRINT screen of that view, without you having to locate a created PDF on your computer in another window and then opening and printing it from an entirely separate program. For one ticket, this isn’t a huge deal, but if your daily process involves printing many tickets, this is very inconvenient. Thanks.

5274
Hannah Bailey
MNelson
MNelsonObserver
asked in Tickets
Export Weblink to ticket.

Is it possible to export the weblink for a ticket? We have an exited employee checklist that helps keep track of the many different systems we have to remove employees from. I’ve got everything I need in the export except a link back to the ticket.Anyone know of a solution for this? Thanks!

271
Hannah Bailey
R
Contributor
RWatsonContributor
asked in Tickets
SLA time against agent

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

1631
Hannah Bailey
M
Contributor
mrodriguezContributor
asked in Tickets
Main ticket to a Subticket

Is there a way to make a main ticket a subticket of another after it was created?

511
Reesa Azar
B
BEast 920d314 burnetcisdObserver
asked in Tickets
Network tickets and protected information

When opening a network ticket the “sensitive information” option is not attached to these ticket. Is there a way to enable this option for Network tickets? 

261
Hannah Bailey
ADeLacy
Participant
ADeLacyParticipant
asked in Tickets
Mobile app VS Browser app, Ticket types not the same

New to IIQ, sure I am missing something easy but We have been setting up our Ticketing and notice our custom names and layouts are not showing on the mobile app the way they have been set and are showing on the Browser. any thoughts ?

252
Kathryn Carter
Gary_KCMO
Contributor
Gary_KCMOContributor
asked in Tickets
Event Ticket Closure

What is everyone doing with all the event tickets once the events are approved? Is there any reason to keep them open? Do you have them automatically resolving once the event is approved? Thanks in advance for your input,Gary in KC.

341
Kathryn Carter
C
Contributor
CLee 1176405 shakopeeContributor
asked in Tickets
Prevent iiQ from sending emails to non-email service account?

Product we use for account automation sends as various email accounts that do not have mailboxes.  As such they bounce when a ticket is updated until requestor and follower updated to remove.  Is there a better way to prevent iiQ from sending ticket updates to these emails?  

529
Kathryn Carter
K
KNorquist 80303f1 mvaObserver
asked in Tickets
Ability to Create Separate Ticket Queues for Separate Teams

Our team has been evaluating whether it’s feasible to incorporate some external departments into iiQ. We regularly have situations where a ticket has been submitted to one department that would be better suited for another, or where one team starts a ticket and then passes it off to another once they’re done what they can. But we’d like there to be, essentially, separate ticket queues for these teams, that an admin could then move if needed.We tried building some custom policies cloned from the default Agent role one, and creating accounts for external departments. Since we don’t necessarily need everyone looking into other departments’ tickets, we also tried segregating them by location and limiting users’ abilities to view with custom policies. Unfortunately, none of these steps really worked the way we needed. It seems like anyone with the Agent role has the ability to see any ticket, regardless of location, and segregating things by location doesn’t seem to have any effect at block

1974
Kathryn Carter
GWade
Contributor
GWadeContributor
asked in Tickets
Ticket status not refreshing

We are noticing tickets that are updated or resolved are not showing true status in the summary/list view.   We have checked with 4 other agents and they are seeing the same no matter what view they are using.   Anyone else seeing this?    Ex:  One ticket updated and resolved at 837am but still showing up in our active/open views with waiting on requestor 

9710
Kathryn Carter
A
AMohamud 6069c2 shakopeeObserver
asked in Tickets
How to edit ticket details field

I would like to know if there is away to edit where we describe ticket issues in details 

462
Kathryn Carter
P
PZaye 3972775 olsdObserver
asked in Tickets
ticket resolved by agent other than the assigned agent

how do i see the number of tickets resovled by an agent, not the number of tickets resolved by the assigned agent?  I can not find a way to pul this information out of the analytics.

542
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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750 Glenwood Ave SE, Suite 320
Atlanta, GA 30316