Tickets

Hi, I am am IIQ Administrator in our newly Launched IIQ Ticket system. I am not receiving any notification emails even through all notifications are turned on in my settings. Also, my emails are bouncing in the ticket threads as I process a ticket. Here is the error.Oct 12, 2023 10:12 AM -- Email bounced. Type: Permanent, Sub-type: OnAccountSuppressionList [ ReportingMTA: dns; amazonses.com, Details: Amazon SES did not send the message to this address because it is on the suppression list for your account. For more information about removing addresses from the suppression list, see the Amazon SES Developer Guide at https://docs.aws.amazon.com/ses/latest/DeveloperGuide/sending-email-suppression-list.html ]Thanks for any suggestions you may have!

Is there a way to pin a comment in the timeline to appear at the top? Context: There is a date typo in the ticket text that can’t be edited. I wanted to let the team working on it know that the date is wrong, but not get lost at the bottom of the timeline as the subtasks and actions are completed. I thought if I could pin the comment at the top that would help.I thought it could also be an action, but I think it would have the same problem.Any help is appreciated.

Our district has a Staff Role who only has access to the Dashboard and the submenu underneath. (So, no assets, tickets, or users).  We didn’t see a reason to share with them all the ticketing, assets, and user search options because we suspect some of the additional information available through those screens may be a violation of FERPA.  The only other place where we can see this still being an issue is on the New Ticket request screen where all users can “Edit Requestor,” at which point, you are presented with a search user option.  On this screen, you could search for any student, and see their location.  Is there a way to limit this?  If not, has anyone else ever raised this issue before? Do you know if iiQ has some language in an official statement available that indicates we would not be in violation of FERPA?Screenshot

Hi, It seems to me when creating a sub-tickets via rules, the parent ticket's description should be at least an option to be included, as it adds valuable context to the sub ticket. Is this even possible? Thank you.  

Is there a way to create a custom default dashboard for all users where I can have Quick Tickets at the top for them?

I am trying to help our district do less work since we have both Technology and Ticketing. We have an event ticket under Facilities and an event ticket under Ticketing. I would LOVE to add a custom field on each side saying “Tech Support Needed?” and “Maintenance Needed?” on the opposing sides respectively, and have those fields fire off a ticket to the other module so that we don’t have to have people enter in tickets in both sections. I tried a “When Created” rule on both sides, with the custom field (on/off type) set to “Yes”, then create a ticket using the template on the other side. This did not work, it created the ticket in the same module and assigned it to the person in charge of finding staff on the opposing side (they don’t have access to each others modules either so even worse). Is there some way to make this work so that I can have it create the regular ticket in the module it was submitted in, and then create an additional ticket for the other module? 

We have an issue type “Loaner Pool” that we use to distribute various loaner devices. Open the ticket, issue a spare from the spare pool, set a deadline, return the spare when returned, close the ticket.But… it would be keen to be able to clear the “select asset” requirement from those tickets, since the asset that’s selected is actually _the spare_ that was issued, not some other asset.Any way to do that?

When we create a ticket to provision a new computer, we have several subtickets that are generated to different teams that handle initial hardware/OS setup, installing additional software depending on the user, passing through our cybersecurity team for final checks, being handed off to the tech to give to the user, etc.Currently, all subtickets are generated and emailed at the same time, and the teams have to sort through the generated tickets and then go into the parent ticket to see what the status is (which wastes their time). I’d like it so that subticket 2 doesn’t get fired off until 1 is completed, and 3 doesn’t fire off until 2 gets completed.I know a workaround for this is to create one singular ticket, and upon close, have it then generate a new ticket to go to the next team, and on close generate a new ticket, and so on down the line. But that makes management a nightmare because you can’t track the child tickets as you can by doing subtickets tied to a pare

we are trying to revert tickets back how they used to be where you can only assign to agents. since the permissions enhancement it now shows all roles available to assign tickets to, even though our rules and back end settings say otherwise. 

We are working on improving our documentation practices. I have setup a rule to email the ticket to me when it marked as resolved. However, I only see the last comment and recent status changes. I’ve looked through the Supported Variable Data Points for Email Notifications KB Guide but don’t see a way to include all actions and comments.When viewing these emails on a phone, it is a pain to go directly to the ticket since email links do not open the IIQ app.Is it possible to view all details in an email?

How do we remove one or more of the top issue tabs? For example, I want to remove the “Provisioning” tab. I’ve removed all the issue categories under that type but it’s still there.

Is it possible to setup quick tickets for the remote support form.

Hello!I recently created a quick ticket template which as “room” as one of the required information that the requestor has to provide. Please advise how to make “room” as non-required on this quick ticket template. Thank you!    

Is there a way to search the comments for a string?

Is the ticketing system down for anyone else? I can’t access existing tickets or create new tickets. I can access events and assets. I can’t even submit a ticket to IIQ.

Ticket listings and opening tickets from links is showing “Loading items...” and never completes. Can’t submit a ticket to IIQ support either. 

In our environment, we have Librarians initiate tickets and manage inventory of spares etc.We’re looking to create a ticket workflow that does the following:Ticket gets created for student chromebook repair Librarian issues a loaner from the spare pool Ticket gets kicked off to a Tech to repair Chromebook Ticket gets kicked back off to Librarian to return the spare pool device that was issued.Anyone have an idea if this is possible or should we change things up?

Can the Custom Field “IP Address” pull the IP Address from the machine the user is on?  We use NAT so our local IP Addresses are like 10.42.0.1.  I worked with this field yesterday and saw that it was pulling our outside network address. Thanx

I had one of our agents point out to me if a hidden comment is used in a ticket, and that ticket is printed, the hidden comment shows up. I tried printing both the webpage (where I would expect it to show) and generating the PDF (where I would not expect it to show).  Am I missing something? 

Hello,I am trying to fire multiple ticket templates on a schedule, is this possible?​​​​​​​For example: At our school, in the 100 wing, I want 6 projector “PM’s” to fire on July 5th on a yearly rotation. Is this possible instead of building each ticket template out individually?  Best,Chris

Is there a way to create quick tickets as an Admin, and have everyone else be able to use them.Currently right now, my quick tickets are just for myself. It would be helpful to be able to make a set of quick tickets that others can utilize, and everyone be on the same page. 

Hello,Is there a custom field type for a simple yes or no type of question? I love the look of the standard question “is this ticket urgent” I think the simple bubble option of yes and no look very minimal and sleek can we use that option on other custom fields?  

Maybe I’m overlooking it - but is there really not a way to delete an attachment from a ticket? I would think as an admin I could do this. I know we can remove them from comments, but a user uploaded the wrong attachment to their ticket when they submitted it, and it contains sensitive/PII material that needs to be removed.

I’ve found a behavior with iiQ ticketing + assets that I did not expect today and it’s causing some issues. The setup:Our district uses “role” based conditions to limit visibility of certain custom fields.For example, when an agent starts a new a hardware ticket, they can mark if the device has physical damage. This is not a custom field that we want visible to the end user / asset owner, so we limit it to only being visible to agents and iiQ administrators.The “roles” condition in Custom Fields allows you to set the visibility of custom fields. What works:As expected, if an agent starts a new ticket via their Dashboard or left-hand nav, they see the custom fields specific to their role:

Trying to find a way to quickly and easily create a ticket by having faculty/students scan their IDs BEFORE talking talking to on-site tech support. It seems on the surface that scanning with an. iPad and mobile app with Quick Tickets might be the best approach.Ideally, I would like make it super simple to create/open a ticket with a default information to ensure a record of the interaction is created, then the tech could go back later and update/close as time permits.Thoughts on how best to automate this to make it as simple and foolproof as possible?