Tickets

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?

Is there a way to have the rules re-evaluate the ticket if the location or issue is changed by the agent?Example one.  User submits ticket but the location is wrong so no agent is assigned or the wrong agent is assigned. Agent changes the location  but the rules don’t repapply so the agent has to assign the ticket to the other agent manually.Example two. Use submitted ticket for new software to be evaluated.  Ticket assigned to Software Eval team.  What they actually wanted is a website unblocked.  Software team changes the issue but the rules don’t run again.  Ticket has to be manually assigned.Possible?

I used to use the quick filter and be able to search tickets by status, open and closed. Can we please get that added back to the search bar?

Would like to have to ability to reorganize Subtickets/Subtasks after creating Subtickets/Subtasks. Currently I have to delete all the subtask and recreate in the desired order.

I would like to be able to ask/remind the agent if a part was added to a ticket.  This way, when working a ticket an agent has the opportunity to be reminded to add a part.

Hello all. I am having an issue with the rule section. I've implemented a rule to automatically direct tickets related to a particular model category and specific location to the assigned agent. Unfortunately, it seems like it not doing that. Instead of routing these tickets to the designated agent, they're being sent to another agent assigned to the same location. There's an additional rule in place where tickets originating from the same specific location are directed to an agent. Not sure if this is causing the confusion.

I have a rule to create a ticket on email but I am wanting to automatically close the ticket on creation. Is there a way in the rules to make this happen?

Is there a way to automatically resend the email to the admin for Approval?My initial thought was after 7 days, after 3 days, than daily, but I do not see anything that would trigger after the initial email.

I have 15 Chromebook that I have been working on to replace screens.  We have “resolved the tickets” by saying that we are waiting for parts but now that parts are here, and installed I'd like to go to the old ticket and say that they are installed instead of going to each individual ticket and do it that way are start a new ticket.  Any suggestions on this?   

Good afternoon,  We would like to review all of our categories/issues to make things more streamlined. Is there a way to export or run a report of all the categories and issues we could print out or make into an excel spreadsheet? Thanks!

Can you create a quick ticket to a custom form? For example, a quick ticket for our custom “EdTech Resource Request”

Is it possible to edit the Popular Categories section when doing a new Device ticket?? For example, if we could add Tablets and remove Laser Printers that would be pretty useful.  

When the “New Ticket” is selected you are prompted with “What is this ticket about?” and you can choose  from 5 options. Is there a way to add Chromebooks to that list? 90% of our request from teachers are about Chromebooks and they always seem to choose the wrong subject.

We have an Agent who would like to forward an email to an open ticket so that she has visibility on that email from within the ticket. She would like that email to be a part of a pre-existing ticket and not to create a new ticket. Is this a feature in IIQ that is supported? If not, Has anyone found any valid workarounds to accommodate this?Thank you!