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

675 Topics
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675 Topics

sanderbergerObserver

asked in Tickets

Can you search for tickets by a follower?

Is there a way to create a custom search with a filter allowing you to search for tickets with a specific follower?I work for a large school district and we have staff members with varying levels of computer expertise who are creating tickets for students. We regularly receive tickets where the only information concerning who the ticket is for, is by adding the student as a follower. These tickets are falling through the cracks when we look up the student and don’t see the ticket they created.I understand the need for end-user education on ticket creating, which we have been working on, however, we do see a lot of situations where substitute staff assume the ticket creation role. I would greatly appreciate any advice on how others address issues like this!

LarryObserver

asked in Tickets

Moving Tickets Between Modules

Hello, I am wondering if there is a way to move tickets from “Ticketing” and reassign to Facilities or Human Resources module?

jhandlerContributor

asked in Tickets

Blocking off school holidays in Events so a room can't be booked

Is there a way to add block off days in “Events” to prevent an organization from booking a day.For example we have rooms available for rent M-Fr 2:30-10, however July 4th we are officially closed and no one can rent any room that day. Is there a way to block off a physical the day from being rented?

COUSD_AdminObserver

asked in Tickets

Switching a ticket from Facilities to Technology side of the house

We are a K-12 using both the Facilities and Technology product concurrently. From time to time our users incorrectly place a ticket using the facilities entry interface as apposed to the technology interface. Is there a way to switch the ticket over to technology and vice versa without having to delete and re-enter the ticket? Thanks!

SFowler 47089e7 forsythObserver

asked in Tickets

Return all tickets assigned to API user

I have read https://incidentiq.api-docs.io/1.0.0/tickets/HfTCgXppZMSTyLytaI have been through: https://www.reddit.com/r/IncidentIQI have been dissecting this: https://github.com/GatewaySchoolDistrict/PowerIIQ/blob/main/PowerIIQ.psm1I have postman and python successfully querying for the tickets, but it is either not returning all the tickets assigned or I am not understanding out to return all open tickets assigned to the API user for a particular issueID: "IssueId": "11c2249a-5a1a-ed11-a1f9-000d3a7e102a" I want to use this API user and filter issue types for specific jobs on other systems. This was a easy task with JitBit but after nearly 2 weeks of trying to figure out the API and its so call documentation, I am at my wits end.

JPisani 803812b lcalionsContributor

asked in Tickets

Is There a way to show the asset number in the subject line?

I was wondering if anyone knows of a way to have the asset number for tickets be part of the subject line? Say I’m creating a ticket for a chromebook, I’d like to have the asset tag for that device be part of the subject line “Dell 3100 Chromebook [Asset Tag Here] > Hardware Damage> Cracked Screen” Any suggestions?

CCornwall 8637ba3 ohsdObserver

asked in Tickets

Assign tickets based on location

I am wondering if there is a way to have tickets at certain locations assigned automatically to agents. In our district (as well as many others) specific agents handle the tickets for specific locations. Instead of me having to assign those tickets based on location to the same agents everyday I would love to have the ability to have those locations send the tickets to them automatically and have them pass off the ticket if it is not relevant to them.

Mike1Observer

asked in Tickets

Sensitive Information Default Value not working?

I’m trying to change the value in the Site Options page for “Sensitive Information Default Value” but no matter what I choose, new tickets have the option checked “yes” and it won’t let me change it. I’ve tried turning the site option to on, off, and not set, but there is always a check next to “Yes” on the ticket creation page. Am I missing something? Site options Ticket creation

bclarkMentor

asked in Tickets

Ticket Creation Rule seems to be ignoring who the agent is?

Possible bug? Maybe (hopefully) operator error? I was trying to create a rule today to act on tickets submitted by 2 specific Agents. I was testing and created a rule under Ticket Creation where the only filter was Agent is bclark. I would then enable this rule and move it to the top of the "Tickets When Created" list.What I found was after creating a ticket the rule was not triggered. The log just says it doesn't match the filter. The only thing I can think is that when I create the ticket it's not recognizing me as the Agent. I tried a couple other routes. For example, was the source the app or mobile. This was ignored too (in this case the app WILL be the actual source). I also tried adding a custom field to my profile and that wasn't an option for filtering. Neither is who submitted the actual ticket.Interestingly, other ticket created rules I have are working fine, ie if it has this issue give it to that agent.Any ideas? Edit to add I also tried a “When ticket is updated rule” and

bclarkMentor

asked in Tickets

API Question about User Ticket Info

I have a script some of our agents run related to some stuff in Jamf (our mdm) that results in creating a ticket for the user, with their asset attached, and assigned to the agent who runs the script. This part works great. However, occasionally human error happens and the Agent has to run the script a second time resulting in a duplicate ticket.Is there an endpoint in the API that can tell me if a user has open tickets with their ticket ID? Or show me the tickets in a custom view that can get me the ticket ID? I've found some info about views and tickets but not going so far as to let me inspect an individual ticket that way without already knowing the ticket ID ahead of time.I was thinking I could then either update the ticket that it was ran a second time (if possible) or at least alert the agent that a second ticket was NOT created because the first is still open and provide the number.As a novice shell script writer I am 100% open to the idea it's all right there and I'm just ove

MLund 7030f35 sd308Observer

asked in Tickets

Rule application query

Hello,I Know I can run a rule simulation to see its application on a ticket. I was wondering if there was a way to query tickets to see how many times the rule has run and those tickets it has been applied too? Maybe it is there and I am just missing it. Thank you for any help! Mike

therealtObserver

asked in Tickets

email to ticket auto location set

Can I setup a single email address to receive all helpdesk requests and then automatically set the location of the ticket based on the location of the sender? Our IIQ instance is Google integrated. IIQ should “know” the location of the sender.

JTichavsky 433b89d creightonObserver

asked in Tickets

Dashboard sites showing all resolved tickets

The custom views for school sites (under tickets) show all applied settings which only show open tickets. If I select a school site through the dashboard, it shows all resolved tickets instead of just the current open tickets. It just recently changed and I’m not sure why. Is there a way to exclude all resolved tickets when selecting a school site from the dashboard?

MattHenryParticipant

asked in Tickets

Easiest way to claim tickets based on asset

When we have a crate of devices that need repair delivered to Central Office, the tech would have to, one at a time, look up each device, click the active ticket on that device, and claim it.Is there a good way to allow them to simply scan the tags of the assets and then, in bulk, claim the tickets for those devices?I wanted to make sure this wasn’t a feature somehow before posting an idea.

LREAGOR 54388e3 svilleObserver

asked in Tickets

What do you do when a ticket to IncidentIQ Support is ignored?

I have a ticket (#3581) open with IIQ Support, but it seems to have been abandoned as it hasn’t been responded to or had any communication (other than from me) in two weeks. This is a major problem for us and we need to figure out what happened with this ticket, and how to resolve the issue to which the ticket is referring.

dbindschuszObserver

asked in Tickets

Add Subtasks when ticket changes teams

Hi All, I have a fairly specific task I am trying to accomplish and I haven’t been able to find the right options to make it work. Here’s the details:I have two teams: “HR Investigations” and “HR Changes”When a ticket is created for HR Investigations it gets several subtasks for that team. After the investigation is complete, one of two things happens. Either the HR Investigation team resolves the ticket on their own OR the ticket is passed to HR Changes to complete other tasks. It’s at this point I’d like a rule to create additional subtasks when the ticket is passed from the HR Investigation team to the HR Changes team.I haven’t found a way to do a trigger “When Team switches from XXX to YYY”. I tried using the “When Ticket Updates….” trigger and selecting Team= HR Changes but that resulted in subtasks being generated over and over on the same ticket so that wasn’t any good.Any suggestions on the easiest way to do this?Thanks in advance!

NRadl 523c04f lpsmaObserver

asked in Tickets

Actions Not Working

I’ve been using IIQ for many months now, but today it seems that the adding Actions to a ticket is not working, which also means that I can’t resolve tickets because an Action is required. I tried logging out and logging back in, but the issue persists. Any help is greatly appreciated!

CDashoff 330130f udsdObserver

asked in Tickets

How do I change who the ticket is assigned? I need to move it along from myself to our tech department.

I need to move the ticket along from myself to our tech department.

MattHenryParticipant

asked in Tickets

Assign New Device WIthin Ticket

Is there a way to, within a ticket an agent is working, assign a new or loaner device and have that record as an action on that ticket?Scenario, a teacher walks in with a broken screen. The agent creates the ticket for them, takes the ticket, confirms the issue, and proceeds to assign them a loaner device.I was hoping they could, within the ticket itself, assign that loaner. Then the ticket could show that in the timeline. Maybe it would even add a resolution action somehow. If this isn’t the workflow then what should the agent be doing in this scenario?

sbattisContributor

asked in Tickets

Create an issue category that does not require asset selection?

We have an issue category (“Loaner Pool”) that we use to issue spare equipment. For example, a student walks in and needs a spare charger for the next period… we create a ticket for a model (e.g. “Apple USB-C Laptop Charger”) without specifying a particular asset and issue a spare from our pool.This lets us track who has which loaner device, while also making it easy to not create a history of tickets that are, basically, irrelevant to, say, their laptop (there was nothing wrong with it: the problem was with the student forgetting their charger).To close these tickets, we have to both return the asset (of course) _and_ ignore the requirement to select an asset.I can see in Site Options where I could turn off “Require Assets to be Confirmed” for _all_ tickets. But that seems… *bad*. I just want to turn it off for those tickets in the Loaner Pool category.Ideas?

CManzano 837e374 lawrenceObserver

asked in Tickets

Adding a function to allow emails to be forwarded to an existing ticket

Please add the function to allow agents to forward new emails coming in to an existing ticket when they are related. Users do not always reply to the ticket already made.

DRumpf 570102a apsbObserver

asked in Tickets

Is there a way to have multiple keywords in the rules engine from email?

So we are working on setting up where someone can email to create a ticket and are wanting to implement a rule to assign to a team/person based on subject or body keywords. Is there a way to add more than one word in a single rule or do I have to keep writing OR statements?

CTapee 88732cc oxnardunionObserver

asked in Tickets

We are trying to create a rule to assign tickets to the most available tech in a specific team at a specific location and I cannot quite figure out the logic on it. We have 3 locations with 2 techs each.team 1 @ site 1team 2 @ site 2team 3 @ site 3 we want to assign tickets for site 1 to team 1 then to the most available tech for that site . The same for the other 2 sites. I am trying to keep this all in one rule but I am un sure of exactly how to lay out the filtering. Any help would be appreciated. .

MaryReedObserver

asked in Tickets

Issues listed under the default categories do not appear when creating a ticket

One issue I'm having is when I select the issues under the default category, they do not appear when I create a ticket, but if I manually create a Category and add issues, they appear when I create a ticket. What am I doing wrong? Also, I would like to have the ability to edit the default Categories.

jeri.floresContributor

asked in Tickets

Rules Engine - Ticketing rules. Can we use attributes from a parent ticket to subtickets

Currently, you can generate a rule that allows you map the requestor by the parent requestor, parent agent, or even parent custom field. Is there a way for us to use parent ticket attributes for existing subtickets? Like Set Issue → SetParentIssue, Set requested for → ForParentRequestor, etc etc,

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