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Tickets

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

  • 824 Topics
  • 3,410 Replies
825 Topics
B
BDALLY 4409aa2 friscoisdObserver
asked in Tickets
Exporting Ticket Categories

I want to export my ticket data into a spreadsheet so I can breakdown the data in ways IIQ cannot, but I can not find a way to include the device category. for example, when exporting all the ticket data I want to be able to sort it by all chromebook tickets or all desktop tickets, but all I get is something like this: Acer Chromebook 311 (C733, C733U, C733T) - Connectivity > Can't connect to Network / Wifi. And in a perfect world i would like this part “Connectivity > Can't connect to Network / Wifi” also broken up into two difference fields.

853
Hannah Bailey
sbattis
Contributor
sbattisContributor
asked in Tickets
Issue multiple spare devices together?

For tracking purposes, we need to be able to track, for example, an iPad, an iPad charger, and an iPad stylus separately. Essentially: it’s way lower overhead for everyone involved -- and therefore we can get humans to do it -- to not have specific “sets”, but just to grab one of each, as-needed. And not everyone needs the entire set.This is all fine, until it gets to managing those loans. Right now, we have three tickets for someone who checks out an iPad with a stylus and a charger. On the up side, it means that when a device is missing from a cart, we know who has it, and when it is supposed (or was supposed) to come back. On the down side, it’s a tedious mess getting those tickets set up.My current solution is a Google Form that users submit (they scan a QR code on the cart to get to it), and they just punch in the the numbers of the devices that they’re taking. From those numbers, I’m able to generate links to create new tickets for each of the devices that are being issued as spa

1066
sbattis
Contributor
C
CSingletonObserver
asked in Tickets
CSV Download Format is not correct, cannot ingest into SQL Server.

I put in a ticket for Incident IQ because CSV file format was not correct as the file being created is placing one extra comma in the file when as seen when you open it up with notepad. Hoping that they fix this format problem as I have to save the file as file type CSV to fix the Excel downloads all the time! The person working support decided that it was no big deal and closed the ticket on support, but the file format is still not CSV by standards. I wonder how many other people are finding this a problem who use Incident IQ on the Excel data files that they download? I think fixing this problem would eliminate this happening and also would gain more customers confidence in Incident IQ in the future.    Note: Normal CSV file doesn’t have a comma on the last column value.   Integration will not work with CSV format like this, unless you change the format. 

321
C
bclark
Mentor
bclarkMentor
asked in Tickets
Out of Office Period not working as expected (Operator error?)

We are trying to use the Out Of Office Periods more. It looks like you can create them two ways, either through your profile or through the calendar and selecting out of office as the type. When created on the calendar they still show in the Out of Office Periods section under your profile.Is the "Covering Agent" a required field? It doesn't flag it as required when making one without. In our case we have all tickets get assigned first to our help desk team via round robin and had thought it would just go to the next person. Our testing seemed to confirm as much but now that our agents are using it we are seeing some where tickets still go to a person who is within their out of office period.

702
Kathryn Carter
A
ASeals 7173fb7 sheldonisdObserver
posted in Tickets
Add a new 'Create Ticket' > Safety & Security

I explored the Admin area of InidentIQ to find out how to create a new button called "Safety & Security" in the Create a new ticket section. We have a district team that is part of the standard ticking group, and I would like to include this category while keeping the existing ones intact. Therefore, I kindly request to add this category.

1126
A
MLocke 773d4ae eacs
Contributor
MLocke 773d4ae eacsContributor
asked in Tickets
Submitted By Receiving Emails

It’s common for us in the tech department to submit tickets on behalf of users. I am noticing that we are receiving email notifications for tickets, even when we are no longer a follower on the ticket. Is this normal? Thanks!

583
MLocke 773d4ae eacs
Contributor
S
SMurphy 630ba8f apsbObserver
asked in Tickets
Limiting who can assign tickets to a certain agent.

We have a contractor who receives tickets for a very specific job. We are trying to create a rule that would limit who can assign tickets to that agent (the contractor) to a certain team or a small group of people (the members of that team). So far we have been able to create a rule that forces that team to also be assigned to tickets assigned that contractor, but is there is concern about work being performed without proper approval.

923
Kathryn Carter
ADeLacy
Participant
ADeLacyParticipant
asked in Tickets
Email To ticket, can we take the Subject and copy it INTO the ticket ?

One of the issues we are having right now is on a ticket creation from Email once we assign the correct issue we loose the original subject (( some times this has key info )) Is there a way to take the subject “layer 1” and copy it into “layer 2” automatically on ticket creation from email ? or is this just a manual process we have to continue to do ?  

741
Kathryn Carter
J
JTichavsky 433b89d creightonObserver
asked in Tickets
Parts UI looks different

Hiya folks! I have a user that the parts section of the UI looks off. Is there a fix?  

341
Kathryn Carter
M
MSurovik 2603033 tcisdObserver
asked in Tickets
Rule application

Hey guys,If I create a rule in IQ for tickets, will it run for all existing tickets as well? I want to add a “stale ticket” rule where the priority will increase based on how long the ticket has been stale. I would like the rule to start as it’s created, not for previously stale tickets.

852
Kathryn Carter
R
RWinchester 977ad07 bcscObserver
asked in Tickets
Email to Ticket Location

is there a way to set up email to tickets to have a specific spot you can put the building name to assign it to that location instead of by the users default location?

1239
Kathryn Carter
B
BLevien 3901dca seaburyhallObserver
asked in Tickets
Slack Webhook Formatting

I am able to generate some nice webhooks thanks to this post by @MattHenry. HOWEVER, my posts in slack are showing up as URL encoded. Here’s my Body:{ "blocks": [ { "type": "header", "text": { "type": "plain_text", "text": "{Ticket.TicketNumber} - {Ticket.TicketSubject} ({Ticket.TicketPriority})", "emoji": true } }, { "type": "divider" }, { "type": "context", "elements": [ { "type": "image", "image_url": "https://pbs.twimg.com/profile_images/625633822235693056/lNGUneLX_400x400.jpg", "alt_text": "cute cat" }, { "type": "plain_text", "text": "{Ticket.TicketStatusName}. Response Time: {ServiceLevelAgreementResponseTime} | Resolution Time: {ServiceLevelAgreementResolutionTime}" } ] }, { "type": "section", "text": { "type": "plain_text", "text": "{Ticket.IssueDescription}" }, "accessory": { "type": "button", "text": { "type": "plain_text", "text": "View Ticket", "emoji": true }, "value": "ope

2439
Kathryn Carter
Z
ZTodd 240dbfa ccsre1Observer
asked in Tickets
Adding Parts within Tickets

Adding parts to tickets so that we can keep track within our inventory was easy enough until today when everything changed. Now we can’t insert parts because this new way of adding a Part Record won’t point back to our inventory. Is this an issue? Or a change that hasn’t been completely implemented yet?

3649
Kathryn Carter
davecarty
Participant
davecartyParticipant
asked in Tickets
Sub Tasks for Sub Tickets Bug?

When trying to create a sub task within a sub ticket, it will not save. Is this a bug?See screen recording

697
Kathryn Carter
B
Contributor
BHenkerContributor
asked in Tickets
Keep Tickets but Hide Them

This may be a odd and imposible request but I was wondering if there was a way to have tickets still be open but not on the available to work tab.  My thinking is that we have about 30ish broken screen tickets that say open till we get parts for them.  We wait to buy bulk parts so that we can get them cheaper.  That being said, they usually complete the ticket so that it doesnt clog up the open ticket files.  I like to keep them open since they are not fixed and will give a complete number of devices that are waiting for parts.  I have thought of putting them into locations but then it would put all of them in the “waiting for parts” location while also keep thing the “open tickets” open.   Please let me know if you have any suggestions or if any of that doesnt make sense and I can try and better clarify what I am looking for. 

924
Kathryn Carter
R
RWinchester 977ad07 bcscObserver
asked in Tickets
Adding parent Ticket info to Sub Ticket

Can i make a sub ticket have the parent tickets description put into the sub ticket details automatically. So if Parent ticket was “Billy is a new hire at main street building.” can we make it to where the sub ticket says “please assign memberships to Billy.” “Billy is a new hire at main street building”?? 

511
Kathryn Carter
jax
Contributor
jaxContributor
asked in Tickets
Quick Tickets and Location

I’m thinking I’m just missing something...I can’t find a way for the user to select a different location for their Quick Tickets other than the site they are assigned to. This was a perfect way for us to limit the use of a specific ticket type to a certain user, but he’s not able to change the location of the ticket to other sites.  Also couldn’t find a way to change the location automatically by creating a custom field.  Just trying to figure out a way.

1913
jax
Contributor
R
Contributor
RWatsonContributor
posted in Tickets
SLA not calculating correctly

Hello, I have a ticket open with support they are saying the dev team needs to look into this but was wondering if anyone else is not have their SLA time calculating correctly. It almost seems like it randomly picks a time for the response and resolution time  ThanksRon   

934
Kathryn Carter
H
HGentry 757c4da theacademyk12Observer
asked in Tickets
Damaged Device

Device that needs repairs of any kind that require it to be opened up in any way.

491
Kathryn Carter
Dakota SDOW
Contributor
Dakota SDOWContributor
posted in Tickets
Priority Level Changes

Hi all, It looks like the priority levels have been updated recently, at least on our site. Previously we had our priority levels set to 0 - 50 (low), 51 - 100 (medium), 101 - 150 (high) and 151 - 200 (critical). However, going into the settings now it shows the following:I wanted to make this post in case this was changed across the board instead of just our site. As this can cause some of the rules you’ve made regarding ticket priorites/levels to no longer work correctly. We had a rule set to increase the priority by 50 each week that a ticket is in progress. However, with the new rule levels this would have caused it to go from the default 50 → 100 in a week.

1671
Kathryn Carter
C
Contributor
CLee 1176405 shakopeeContributor
asked in Tickets
View assets with x or more tickets

Wondering if there is a way to en mass see assets total ticket count without going into or filtering to all assets that have x or more tickets. We are going to start tracking security camera issues with tickets in iiQ and would like to see if there is trend for certain models across a site or district wide.

291
Kathryn Carter
bclark
Mentor
bclarkMentor
asked in Tickets
Is it possible to update a ticket without generating an email to the user?

I would like to add some tags to some past tickets that have been resolved for awhile. Looking at another option to track ticket types over time. Is it possible to update tickets in bulk with a tag without emailing the person who submitted/requested/followers/agents?

1435
Kathryn Carter
bclark
Mentor
bclarkMentor
asked in Tickets
Apply Actions via Rules

Is it possible to apply Actions via Rules. We have some we use for tracking specific ticket scenarios, but would prefer to use actions rather than tags. You can apply actions under Shortcuts but I’m not finding how to do it via Rule for better automation. Feels like I’m missing something.

1162
Kathryn Carter
A
Amy.YorkObserver
asked in Tickets
Hiding issues under Models

Is there a way to hide specific issues under Models? If there is I cannot find it. I can choose to only allow agents to see specific issues on all the other tabs, but not under Models. This causes us to put a lot of stuff under the Other Requests section because there are things we don’t want regular users to see. Being able to edit the issues visibility on Models would be a huge help to us!

974
Kathryn Carter
A
AVillar 593279b teaneckObserver
asked in Tickets
Software / Online systems

Is there a way to cutomize this area? I would like to add our SIS but I do not know how to add any software on to this. Is this possbile? 

1572
Kathryn Carter

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Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

Corporate Headquarters:
750 Glenwood Ave SE, Suite 320
Atlanta, GA 30316