Tickets

Is there a way to have IIQ list the Device of the submitter in plain text or even link with out clicking on View user ? Example of what could be listed on a submitted ticket.  

I am a member of multiple teams in IIQ, but only wish to be notified when one specific team gets assigned a ticket.  Is there a way to accomplish this that I’m not finding?

I am a member of multiple teams in IIQ, but only wish to be notified when one specific team gets assigned a ticket.  Is there a way to accomplish this that I’m not finding?

I am looking to set the requested by of a ticket based on data sent via a form to an email.  To give a little context, we are looking to have some end users (younger grade levels in our educational organization) submit a form for support as navigating the IIQ ticketing system would be difficult for them compared to filling out a google or microsoft form with their issue and they do not have access to their email accounts.Is there a way to have a field on the form autopopulate the Requested By field when a ticket is submitted via email?  Ideally on completion of the form I could send an email with the contents of the form and the end user’s email would be a field included in the email that would then automatically assign to the end user based on that field.Is there anything I can do that would accomplish this *without* the end user sending an email or filling out the ticketing form from IQ?Thanks!

This issue happened starting today. Originally, when assigning a ticket to an agent, when you type a few letters of an agent’s the search will prioritize Staff/faculty. But as of today, it is prioritizing students in the search, thus causing us to need to type in the full name of the agent. What is causing the search engine to list students first rather than staff/faculty, when assigning tickets?

i’d like to create a rule that assigns an agent a ticket based on location for every issue except a specific issue or model type.I kknow I can create two rules for this, one to assign all for that location and then a second rule for who should get one issue that doesn’t apply but that adds the agent as a watcher and and sends an email.  I’d like to avoid the ticket being assigned to the first agent at all.  If there was a condition button in the filter section of the rule that should do this.

Hi, I’m wanting to create a QR code for classrooms in my building. I was wondering how I would proceed to creating a QR code and making it a functional tool.

I would like to assign all tickets for ‘Software/Online Systems’ to one particular agent. And, conversely, I don’t want that agent to be assigned to any other ticket types. Is that possible?

Hello -Not sure where else to put this, but I was curious if we could add more options to the “Quick Resolve” button that is located on ticket. See image for visual. Thanks! 

I’m grateful for the new Fee Management for Events information that was released. I’m running into an issue where I’m not able to edit the fees that I’ve created. Is this is bug, or am I doing something wrong?

Hello! I’m creating custom views and would like to set the record number to be viewed by 50 or 100, rather than the 20 records at a time. What filter can I use to change the number of records I can view at one time? Thank you in advance.  Nvmd, found it! 

Is there a way to create a custom ticket type in IncidentIQ?  For example where you go to add a new ticket you see “Devices/hardware, Software/Online Systems, Network/Wi-Fi, Provisioning, etc.).  And maybe I am calling it the incorrect thing.

When users email to create a ticket, the subject of the email is populated as the subject, and our tickets are much easier to scan.However, when a ticket is created on the website, there is no opportunity to type a subject, only a description, and it makes the ticket list harder to scan becuase we have to open the tiket to view the description.Is there a way to require the user to enter a subject and a description on the website?  

In preparation for the upcoming improvements to global search, we want to make sure our tickets are well documented. To that end what would you do in this situation?An Agent closes a ticket after resolving an issue for a user. I want to agent to go back and document how they solved the issue. I don’t want to reopen the ticket since the user would know it was reopened.How would you let the agent know that you wanted them to add documentation to the ticket?I know I could email or message them with a link to the ticket and the instructions, but can anyone think of a good way to handle the communication within IIQ?

Hello, I work for a large school district that has a tiered tech tree. Each tech has X amount of sites and it responsible for those sites. The three techs also have additional work that gets assigned to the team but not a specific tech. Is it possible to only get the notifications when the ticket is assigned to the team and not to a specific tech. We each get dozens of tickets every day and right now I can either be notified every time they get a ticket or mute all notifications for the team.  The team ticket view will sort out unassigned team tickets but there is no notification setting to just get notified when a ticket is assigned to the team and not a specific tech.

Hello, I have a ticket that was created and worked on, but I can not close it.  It will not let me close it because I had to return a spare.  I refreshed the page and it tells me the spare was returned, but the requirement checkbox will not get checked, so I can not close the ticket.

In the Custom Name > ticket wizard. We have “ Other Requests “ being changed to the word Technology. This was working great now all our tickets come in with “ Other Requests” Pinned to the ticket. (( shown below )) it Seems to have changed around Mid to late Dec.  While this is not “hurting anything” it’s frustrating to say the least… Anyone else having this problem. We did Open a ticket with Support but not much back as a solution goes so far.

When you exchange devices inside tickets it seems to link the ticket to the new device I give a student instead of keeping what is broken with the device we put the ticket in for.  I don’t see how using that feature is worthwile in my opinion.  I then have to close that ticket and then just create a new one or have to remember to manually change the linked device back to the previous one.   How do you guys handle device exchanges?

Is there a way to remove the ignore option from the select asset action? We have a lot of techs that are not attaching the actual asset to a ticket, and leaving them with the generic model for a machine (see below)Is there a way to remove the ignore button on this, or kick the ticket back to the agent if there is not an asset selected?

We are having inconsistent issues with IIQ tickets and users today:Users are either not showing up when I search for them but they do show up when another agent searches for them.  Users are showing up with the wrong access (e.g. no access instead of staff) I added a custom field to a ticket and it shows up for some users and not others Tickets that use custom fields are not consistently displaying the custom fields.  I have had agents with the same access create a ticket w/ custom fields and sometimes they show up and sometimes they don’t. The ticket options are not displaying consistently - only some people see a ticket path that is supposed to be available for everyone who can put in a ticket.Is anyone else seeing issues like this?  They’re inconsistent and widespread and were not occurring yesterday.  I’m looking at all of our syncs to rule some things out but the custom fields problems are definitely not sync related. 

Checking with IIQ Administrator staff but one of our agents brought up how when click on Agent to change on a ticket it is now displaying Select User instead of select agent so you see everyone and need to filter by role or search for them. Anyone else seeing this? 

In our previous ticket system we had the ability to search the contents/body of a ticket for a word.  For example if I was trying to find a ticket that was sent in months ago regarding a student with name John Doe, and I didn’t know who submitted the ticket.  I have tried looking at all closed tickets and searching, but it only gives me tickets, assets, or users.  There is no way to reference past tickets with a certain subject, name, etc within the ticket notes… Thanks Randy 

We are running into issues with Email to tickets, please someone tell me they have a way to fix this ! Currently if an email is submitted it creates a ticket… this works well. The issue is each reply to that email chain also creates a ticket. We are trying to make it so the Rules stop this but that is providing some issues. Does anyone have a best practice around this AND out of office replies ? I will keep playing with the rules for now but seeking someone who has the answer other then trial and error on my part. 

does the system allow a person to email a helpdesk email and it automatically creates a basic Incident Record for them.