Tickets

Ever since the new update, when attempting to search for an agent in the Assigned Agent part of the ticket, everyone in the system, even those that are not agents are showing in the search. Is there a way to fix this for only agents to show?

When a user create device ticket, their Favorite Assets automatically show up at the top of the list and they can click it to create a ticket. Making a device a Favorite seems to be a manual process performed by the user.We want all devices the user is an Owner of and all devices in the Room the user is associated with to show up as favorites.Can this be done with a rule?  

Does anyone know what permission controls Select ALL Items button on the right? Only my iiq admins can see that button and not my Agents currently 

Help me.  I don’t understand the purpose of the Exchange function for exchanging assets in a ticket.The ticket is submitted because of a problem with the original device…it is decided that swapping out the device is the best option.  The new device works fine (obviously), but the old device still has the problem.  Why would the old device with the problem be removed from the ticket? This makes it look like the new device is the one with the problem when, in face, the new device was the solution.  Wouldn’t it be better to keep the old device attached to the ticket?I’m just trying to understand the purpose and use case for the “Exchange” button, and how it differs functionally from the “Change” button Thanks.

Is there a way to create a ticket from the API? I have summer collection coming soon and need a way to allow my "first check" system to email parents damage reports and to make a workorder/ticket in Incident IQ. Is there an example of creating a ticket via the API?

Is there not a way to bulk edit ticket locations? Have a service account that generated tickets. Have adjusted rule to set location going forward but want the current active tickets (~40-50) to be fixed also.

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?