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

  • 824 Topics
  • 3,410 Replies
825 Topics
L
Participant
lhofiusParticipant
asked in Tickets
Model Assigned to Multiple Categories

Is is possible to assign a model to multiple model categories? We have a device that can be associated with our audio, intercom, and video categories but it doesn’t look like I can tie it to multiple categories. I don’t want to create a category just for it because it would confuse users when they submit tickets. They want to go to the audio, intercom, or video category based on the issue. I’d like for the model to just appear in all.

381
Kathryn Carter
P
PTranchida 4235870 rochesterObserver
asked in Tickets
View/List all Merged (Duplicate) Tickets

Is there a way to view all tickets marked as “Duplicate”? When you click on → “Resolve Ticket → Resolve - Duplicate Ticket, it gives the ticket status with in the ticket as “Canceled - Duplicate Ticket”. However, if you go to all tickets view, and try to set a Filter on this, it does not exsist. However, it is there with a status of “Resolved”. See attached document.How can you filter a view on all tickets that were marked as duplicate? 

943
Kathryn Carter
L
Participant
lhofiusParticipant
asked in Tickets
Quick Ticket - Software Not Listed

I know this is a new feature and your working through the bugs so I apologize if I’m starting the questions too early :)  Is it possible to set up a quick ticket for an issue that is under the Software Not Listed issue category under Software? We have an App Request issue type under software not listed and I’d like to use that for a Quick Ticket for our instructional staff. It would be the perfect solution for what we are trying to do. Thanks!  

912
arosenbaum_iiQ
TCummings 9174959 juhsd
Contributor
TCummings 9174959 juhsdContributor
asked in Tickets
Use custom Field as ticket subject

Hello,We have a Ticket issue category for Maintenance/ Facilities, their ticket type is the same for everything.Is it possible to create a custom field for their ticket type and then name is something like Subject and when the user puts data in their that it will make it the ticket subject instead of the generic category type? 

1245
Kathryn Carter
bclark
Mentor
bclarkMentor
asked in Tickets
Is there a way to make a custom view of open tickets with Incident IQ? There used to be.

I used to have a custom view saved under tickets where the Model was Incident IQ and the Ticket State was open. It was an easy way to find open tickets I have with Incident IQ itself. Currently I have to go to Help and then at the bottom of the side panel click on View my support tickets but I can’t get those to show up in a view outside that. Is there a way to do this? It’s more cumbersome to find them now vs having the view update with my others when I log in or the page refreshes. There used to be so I assume I’m just missing something?

1231
Kathryn Carter
T
TCunninghamGONYCObserver
asked in Tickets
Bulk Upload

Hello, Is there a way to bulk-upload models and serial numbers and model numbers? 

2782
Kathryn Carter
TCurtis 5576bd0 jpsny
TCurtis 5576bd0 jpsnyObserver
asked in Tickets
How to have sub tickets named based on a parent ticket's field.

So I am trying to create a workflow where a sub ticket is created for each part of a new employee being hired is assigned to diffrent team members.Right now everything works as needed but the names of the sub tickets are all the same based on the ticket templates.My question is how, from a ticket dashboard view, can our team members see the difference between each ticket without going into each sub ticket and then to the parent ticket to know who the request is for. Is there a way to add a addition to the sub ticket’s name based on a custom field within the parent ticket?

863
Kathryn Carter
A
ahuffObserver
asked in Tickets
No SLA for one specific group of tickets?

Is there a way to not have an SLA applied to a specific type of ticket/team upon ticket creation? 

371
Kathryn Carter
RTschetter 93c5e2 stancoe
RTschetter 93c5e2 stancoeObserver
asked in Tickets
Issue Categories

It appears that my Issue Categories on my tickets default to posting in alphabetical order.  Is it possible to edit the order that my Issue Categories appear when creating a new ticket for submission?

1151
Kathryn Carter
F
farmerjeObserver
asked in Tickets
Merge Duplicate Tickets

Is there a way to merge duplicate tickets that users have submitted?

238416
Kathryn Carter
J
Contributor
jhandlerContributor
asked in Tickets
Follower email cryptic

Is there a way to customize the message a follower gets when added.   We sometimes need to add someone from another department to work a ticket.   They aren’t an agent but they handle this particular task.   When they are added as a follower the ticekt doesn’t indicate that and the email just says the ticket has been updated. It would be nice for them to get an email specifically saying“You have been added as a follower to ticket XYZ”

491
Kathryn Carter
D
DAdmin 10f629 ithacaschoolsObserver
asked in Tickets
Submitting Images Through Mobile Site

We recently switched to IIQ and a user was trying to send a picture from their phone in with their ticket using the Mobile Site (not to be confused with the Mobile App). In this case, he was using Safari on an iPhone and went to our IIQ site, logged in, and went through the ticket process. He claimed that he was unable to submit an image from his phone or camera through the site, even though the options were there. I too confirmed this on my iPhone using Safari and Google Chrome. You can click the button to “Take Photo” or “Add from Photo Library” but neither do anything. Am I missing something? Or is this a glitch? I totally understand end users not wanting to download an app on their device and just wanting to use the browser. This would be a welcome fix if it is indeed a glitch. Thanks,Keegan

863
Kathryn Carter
K
knissenObserver
asked in Tickets
Linking Knowlege Base to Ticket Before Submitting Ticket

Is there a way for the knowlege base articles to show up in ticket before they submit the ticket? That way if they can figure it out, they won’t need to submit the ticket?

933
Kathryn Carter
evanhees
evanheesObserver
asked in Tickets
Roles - ticket visibility to user

I don't know if this should be idea or not. Is there anyway to possibly make it so that a user can only see tickets that are assigned to them? Like if i have people that should only see Chromebook tickets can i have it so that they see what i want them to. If not that would be a cool thing.

2984
Kathryn Carter
A
Amy.YorkObserver
asked in Tickets
Email to Ticket Questions

I have questions for anyone who is actively using Email to Ticket.We have a lot of custom fields in tickets because we require specific information in order to work many of the tickets. Do you find that you waste a lot of time trying to get the information you need in order to resolve a ticket? I am worried that if I activate this and people just starting emailing in tickets that we will get flooded with uncategorized tickets with little information and end up endlessly sorting tickets to the right teams and categories.

791
Kathryn Carter
Hannah Bailey
Hannah BaileyiiQ Community Manager
asked in Tickets
How do I change a ticket's issue?

When working a ticket, where do I go to change the issue?

1554
J
Specialist
M
MeganrObserver
asked in Tickets
Bulk Operations or Ticket Shortcut to send for repair through AlwaysLearning

We use Lexicon Tech Solutions with AlwaysLearning to send Chromebooks for repairs in iiQ.  To create the order in iiQ we must first start the ticket then select “send for repair” then go through the prompt.  We have to do this on each individual ticket and we are usually sending hundreds of Chromebooks for repair at one time.  Is there a way to create a ticket shortcut for this process or to scan multiple devices and send for repair through a bulk operation?.

1273
Kathryn Carter
E
Contributor
ekangContributor
asked in Tickets
Reminder for agent on loaner assignment

I would like to add a required action, or some type of features, on tickets that call for loaner issuance to remind my agents to properly check out loaner devices to the staff/student. I currently use subtasks as reminders but that did not help. Thank you. 

321
Kathryn Carter
ADeLacy
Participant
ADeLacyParticipant
asked in Tickets
E-mail to ticket

I am sure it’s just me, but where is the configuration to set up E-mail to ticket creation ?,   I want to start testing ticketing flows. I can’t seem to find the “root” Email that our staff would use to even start making  a ticket.   (( also, is there two separate emails  one for  Technology and  another for  Facilities ? As always any help welcomed

7673
Kathryn Carter
B
BHaworth 2208295 sthsObserver
asked in Tickets
Is there a way to populate a ticket title with the on behalf of field?

We are making a ticket template for daily laptop loaners. I want it so that the only field the agent has to type in is the student’s name for on Behalf Of field. The only thing I can’t figure out is how to populate the ticket title with the students name. What I want is the following.  Agent puts in the on Behalf of Field with student’s name (ex: John Smith) Agent submits the ticket and it now says “Daily Loaner Laptop: John Smith” I figured there’s probably some field connection shortcuts but I just don’t know em or how to find them. 

421
Kathryn Carter
R
RLarson 1138b92 nkcschoolsObserver
asked in Tickets
Ticket Density

Is there a way to see ticket density?  The analytics can show me how many tickets were submitted/completed for a particular date range, but I would like to see how many tickets are submitted/completed on an hourly basis, and then be able to see that over longer periods of time.  It would help to have this information be exportable to a CSV to be able to do higher level analytics. This information would be used to better understand when I need additional support on the service desk, look for trends, and possibly start predicting when we may have spikes in tickets.

391
Kathryn Carter
S
SMc Pherson 713abdf brrsdObserver
asked in Tickets
Can a requestor see all assets in their assigned room when submitting a ticket?

When a user submits a ticket, is there a way for them to see all assets listed in their assigned room so they don’t have to pick from a list of models they’re unfamiliar with?I always find myself unlinking the asset from the ticket and selecting the appropriate asset assigned to their classroom.IIQ already knows what’s in the user’s assigned room because that’s how I quickly link the new asset.Can this feature be enabled upon ticket creation?

1071
Kathryn Carter
J
JBolda 4902f0d nssd112Observer
asked in Tickets
Preventative Maintenance

How do I create a preventative maintenance ticket in iiQ? Thank you. 

1703
Kathryn Carter
D
DBallard 903009a rocklandObserver
asked in Tickets
Is there a way to create an action that will pull parts from inventory?

I am curious if it’s possible to create an action that will pull a part from inventory?For example, a damaged/lost chromebook charger. If i select my custom action “issued new charger” is it possible to have it pull a charger from inventory? This would expedite the process of these tickets because then you can work multiple tickets submit the action, pull the part from inventory and resolve the ticket at the same time.  Thanks

912
D
KHowe
Contributor
KHoweContributor
asked in Tickets
Toner Requests

We are looking to make our toner request for printers system better. One of the issues we have is that there is no forced option for the user to tell us what toner they need. Yes, there is a text box but in our experience, users will do the least work possible when submitting a ticket.  Is there a way that I am not seeing to force a specific set of questions for specific issues? For example, if they put in a ticket for a color printer, they must check boxes on what color they need?

1454
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.

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750 Glenwood Ave SE, Suite 320
Atlanta, GA 30316