Tickets

Where can you see subtasks on the iiQ app?  I am not sure if I am missing a setting or what, but tickets that I can see subtasks on the web I am not able to see them on the iiQ app.  It is VERY important for our agents to be able to see their subtasks for tickets as some tickets have 30-50 tasks to do for preventative maintenance.  Please helpThank youTeara 

I have a question regarding notifications.  When an Agent gets assigned to a ticket, by default is that supposed to trigger an email notification to the ticket owner, or does the email only get sent when the ticket is started?

Are you able to add followers to a ticket while you are using the Mobile App? I have looked, but I can not see a way that is possible. Thank you.

We are hoping to streamline things for our teachers when making new tickets by having all the equipment in their room show up in the My Favorites / Assets: section when creating a new ticket. Before we got too crazy I wanted to test this with myself and someone can let me know if I’m doing something wrong. I created the Model of projector we use and chose the asset type as facilities so it would not ask for an owner, just a location. I created a new asset and selected the model I just made, and chose GHS Room 101 as the location for the device. I assigned my room as GHS Room 101. I created a new ticket and the only thing that shows up under My Assets is my Surface. I created a new asset for GIS Room 102 and assigned it to that room, I then had the teacher in that classroom create a new ticket, and still nothing shows up under the My Assets section.Am I missing something? Or is what we want not possible?

Is there a way to make description available under the open tickets section there?  i really don’t want a bunch of customer views for that, just want to change it for everyone in the departments.   

Is there a method or permission I need to create an issue type when I’m being asked to “Confirm Issue”?It seems that there is never an appropriate issue new issues are constantly being found.Why not allow Managers/Admins (or a permission that can be applied to approved tech staff) create issue types while Confirming

We have kb articles that were created and owned by an employee who no longer works with us. I am an admin and I cant edit or delete them. Is there a workaround for this?

The Add Followers function/dropdown is slow to load. 😕Anybody else have this issue? 

We have email to ticket configured in IIQ, where if an email comes into a specific email address setup in IIQ, it’s auto assigned to a specific team.Is there a way to filter or report on which tickets were created from that email address?(One step I realized that I need to put into place in our rules, is to set an issue for these specific emails, but for the tickets that are already in queue, I’d like to find out which ones were created through that email address.)Thank you in advance!

We are having an issue where our faculty and staff can view quick tickets that are assigned their roles, but when they click on the tickets they are not able to access them. I have gone through the permissions for those roles and did not notice anything obvious that was not toggled on. I have not known of any major settings changes that have caused this issue. Is there an action to cause Quick Tickets to go into “View Only?” IIQ admins are able to access quick tickets from their dashboards without issue. 

Hey all, I am curious how other districts handle this, and be warned I might be overthinking it. Currently we have a tech at each school building. They handle all tier 1 support at the site. This includes intake of devices for repair. Most techs spend some amount of time troubleshooting devices that come in and determine if they need further repair. If they do those devices/tickets are re-assigned to our repair team. When we do this though the report will no longer reflect the time the agent themselves spent on the ticket I assume (from what I can tell) unless we retain the assigned agent. If we did retain the agent the work the repair team did would then not be reported it seems.In the end I am curious what other districts do to manage repair ticket workflows in order to maintain accurate reporting/analytics (I know we can create sub-tickets but not sure if that would be overcomplicating it). 

How can I add multiple days to one ticket?For example I need to reserve the Cafeteria from 8-12-24 to 8-21-24.

Anyone else having issues with a parent ticket not showing the child ticket in the “timeline” when they are merged? For instance I have a ticket that had the same issue on another ticket and decided to “merge” them with resolving with “duplicate ticket” option. In the past I thought that it would give me a “timeline” comment saying that the ticket was a duplicate to reference later within the parent ticket?

I get this wording on every ticket i write now. I never did before.” undefined submitted the ticket “why? and how to I stop it?

not sure if this is already available and I don’t know about it or if it’s something that can be added.  I would like to see in my ticket view some sort of icon or wording that lets me know someone has added a comment.  Right now it says updated and a time but that can change based on many factors.  would be nice to see that a user has left a comment so I can then go to that ticket.  thank you

Good Morning,Our district is currently working on submitting tickets in bulk using created ticket templates. Our intention was to submit tickets for assets that have associated owners, in order to have the owner of the assets captured as the requestor field. Since Ticket Templates default to the Ticket Submitter for requestor, and the ‘Requested by’ and ‘Requested for’ actions require specific users to be filled in, we are looking for a way to map other fields to the Requested for / Requested By field.Are there any solutions that could accommodate this? Our intention is to be able to utilize fee tracking with these tickets, which requires the tickets be ‘on the behalf of’ the associated asset’s owner.Thank you in advance! 

My predecessor made it to where there are a few specific people who are not required to add an action to a ticket before closing it.  I have been asked to duplicate this to a couple of new hires, but I cannot find where it is done.

Can you create a KB within your environment for your team, with vendor support information, quick fixes and guides?

When I click on the drop down menu and click on “attach form”, there are no options for me to be able to select a form.  I followed the instructions at  but still no forms shows up via drop down menu or via rules.  I created a form via custom fields and included “iiQ form” field, still nothing in drop down or in rules. I created a template ticket, still nothing in drop down or in rules. I tried quick ticket, still nothing.  What am I missing?

Hello, We are looking for a way to apply to an existing ticket, a template ticket.  For example, a ticket is created for a Chromebook with a keyboard issue by a staff member for a student.  The Chromebook is under warranty, we want to apply to the ticket subtask to the ticket for order of operations in sending it to manufacture warranty, without having to manually add sub-tickets each time.  Another example would be a ticket is created for laptop that had liquid spill and after troubleshooting, we deem the device has reached its end of life, and would like to apply the template to the existing ticket, which will add subtask automatically to the ticket, of removing from Inventory Spreadsheet, Removal from our imaging program, removal from our directory, etc. Without having to add each subtask manually.  Is there a way that already exist to do this, or what have others done to accomplish task similar to this?  Thanks 

I started to see today, May 24th that the Receive Repaired Device option from Trafara is not clickable.  This is a problem as it is a Required box to click to close the ticket.  Is this a Incident IQ issue or a Trafara?

Hello, I have a question about including fees in the ticket. After the the ticket is created and a fee has been processed. The ticket assignee is unable to view what fee do they owe from ticket details. It only explains the status of the asset. How can we include the fee when the assignee goes to ticket details? Thank you

Noticed an odd one, We had and agent close out a ticket. Later / Next day the survey was filled out. Our agent got an email notification about the ticket but it was not reopened, no additional comments and the ticket remained closed.We found with some investigation that the survey completion seemed to triggered the e-mail.Trying to see why / what might have caused this, any Ideas ?

So first time coming across this question and not sure if its a setting, rules/role or just this is the way.   I added a coworker from another department as a follower on a ticket.   She needs to see the details of the ticket but when clicking on the ticket, she only has the option to leave a comment but can’t see the details.   Is this normal or is there some setting I am missing?   Thanks in advance! 

Hello there - I’m wondering if the function exists to make an existing, unrelated ticket into a sub-ticket on an existing parent ticket? Similar to how you can move these relationships around in the Jira software. If this isn’t possible, can we request this be added as a new feature? Thank you!