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Tickets

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

  • 788 Topics
  • 3,294 Replies
789 Topics
R
RKurczynskiObserver
asked in Tickets
Can I print a ticket directly from the ticket, without exporting to PDF?

Is there a way that I am missing to just print tickets directly? I see where you can save the tickets as PDFs and that view is great for the ticket details but I cant see a way to just hit a button and have it print like that. It seems like you have to save it as a PDF, open the PDF, and then print the PDF from there. I don’t see a way to print a clean ticket view right from IncidentIQ. We have multiple processes that involve printing tickets and this would be very cumbersome and time consuming over the course of many months/years. It seems there should be a PRINT option under more that would create the PDF “view” and take you right to a PRINT screen of that view, without you having to locate a created PDF on your computer in another window and then opening and printing it from an entirely separate program. For one ticket, this isn’t a huge deal, but if your daily process involves printing many tickets, this is very inconvenient. Thanks.

5464
Hannah Bailey
MNelson
MNelsonObserver
asked in Tickets
Export Weblink to ticket.

Is it possible to export the weblink for a ticket? We have an exited employee checklist that helps keep track of the many different systems we have to remove employees from. I’ve got everything I need in the export except a link back to the ticket.Anyone know of a solution for this? Thanks!

271
Hannah Bailey
R
Contributor
RWatsonContributor
asked in Tickets
SLA time against agent

We just started looking into SLA and Analytics Explorer for the agents. A question came up hopefully someone could help. When a requestor submits a ticket the Response time starts. Lets say it take 2 days for that ticket to be assigned to an agent he answers it in 2 hours. Does 2 days and 2 hours count against the agent? Same goes for Resolution time. If they close that same ticket in 4 hours would the agents Resolution time be 2 days and 4 hours? Thank youRon

1661
Hannah Bailey
M
Contributor
mrodriguezContributor
asked in Tickets
Main ticket to a Subticket

Is there a way to make a main ticket a subticket of another after it was created?

521
Reesa Azar
B
BEast 920d314 burnetcisdObserver
asked in Tickets
Network tickets and protected information

When opening a network ticket the “sensitive information” option is not attached to these ticket. Is there a way to enable this option for Network tickets? 

291
Hannah Bailey
ADeLacy
Participant
ADeLacyParticipant
asked in Tickets
Mobile app VS Browser app, Ticket types not the same

New to IIQ, sure I am missing something easy but We have been setting up our Ticketing and notice our custom names and layouts are not showing on the mobile app the way they have been set and are showing on the Browser. any thoughts ?

252
Kathryn Carter
Gary_KCMO
Participant
Gary_KCMOParticipant
asked in Tickets
Event Ticket Closure

What is everyone doing with all the event tickets once the events are approved? Is there any reason to keep them open? Do you have them automatically resolving once the event is approved? Thanks in advance for your input,Gary in KC.

341
Kathryn Carter
C
Contributor
CLee 1176405 shakopeeContributor
asked in Tickets
Prevent iiQ from sending emails to non-email service account?

Product we use for account automation sends as various email accounts that do not have mailboxes.  As such they bounce when a ticket is updated until requestor and follower updated to remove.  Is there a better way to prevent iiQ from sending ticket updates to these emails?  

559
Kathryn Carter
K
KNorquist 80303f1 mvaObserver
asked in Tickets
Ability to Create Separate Ticket Queues for Separate Teams

Our team has been evaluating whether it’s feasible to incorporate some external departments into iiQ. We regularly have situations where a ticket has been submitted to one department that would be better suited for another, or where one team starts a ticket and then passes it off to another once they’re done what they can. But we’d like there to be, essentially, separate ticket queues for these teams, that an admin could then move if needed.We tried building some custom policies cloned from the default Agent role one, and creating accounts for external departments. Since we don’t necessarily need everyone looking into other departments’ tickets, we also tried segregating them by location and limiting users’ abilities to view with custom policies. Unfortunately, none of these steps really worked the way we needed. It seems like anyone with the Agent role has the ability to see any ticket, regardless of location, and segregating things by location doesn’t seem to have any effect at block

2094
Kathryn Carter
GWade
Contributor
GWadeContributor
asked in Tickets
Ticket status not refreshing

We are noticing tickets that are updated or resolved are not showing true status in the summary/list view.   We have checked with 4 other agents and they are seeing the same no matter what view they are using.   Anyone else seeing this?    Ex:  One ticket updated and resolved at 837am but still showing up in our active/open views with waiting on requestor 

9910
Kathryn Carter
A
AMohamud 6069c2 shakopeeObserver
asked in Tickets
How to edit ticket details field

I would like to know if there is away to edit where we describe ticket issues in details 

472
Kathryn Carter
P
PZaye 3972775 olsdObserver
asked in Tickets
ticket resolved by agent other than the assigned agent

how do i see the number of tickets resovled by an agent, not the number of tickets resolved by the assigned agent?  I can not find a way to pul this information out of the analytics.

542
Kathryn Carter
A
Participant
akorkishkoParticipant
asked in Tickets
Support ticket video capture??

What happened to video/screen capture function in support tickets? I could swear I was able to do screen captures with the support tickets and since the support tickets were merged into it’s own section I can’t use Screen/Video capture.

764
Kathryn Carter
B
Bob BrandonObserver
asked in Tickets
Is there a way to sort by latest update?

Sorry if this is answered before (I didn’t find an answer yet). There’s an option to sort tickets by submission date/time, but can you sort them by the date & time of the latest update?

464
Kathryn Carter
mmickey
Contributor
mmickeyContributor
asked in Tickets
Creating multiple tickets with device owner as requestor

Hello, Does anyone know of a way for an agent to have tickets assign the requestor as the owner of the device when creating multiple tickets? I know for single tickets it would automatically assign if you create the ticket from the asset, but for multiples the only option is to select a single requestor that we can see. If not, would it be possible to add a switch to do something like that?

311
Kathryn Carter
H
hgrossObserver
asked in Tickets
Can't open attached files in the mobile app

When we submit tickets with attached files, it looks like you should be able to click on it to view or download when viewing the ticket on the app, but pressing it does nothing. Is this a bug or is this feature not implemented? Should clicking on the attachment at the bottom of this screenshot do anything?

161
Kathryn Carter
L
LHepler 967fe0e stmaryk12Observer
asked in Tickets
Tech Store Setup

I’m brand new to IIQ. I’m looking for a way to set up a tech store where teachers can select specific items (keyboard, mouse, camera, etc.) from a list to request.I’d like those specific items to be listed out on the ticket so that they can only select those specific items. Is this possible? If so, can you point me to some directions? Thanks! 

442
MichaelK12
T
TSell 327b176 capitalObserver
asked in Tickets
How can subtickets be automatically assigned a "Requested on behalf of..." attribute?

Hello all! I am a Systems Administrator for a K12 district and need some help troubleshooting a process. I will lay out the issue below:We need a process that looks like this”Student breaks their assigned device and brings it to our Librarian (this person is an IIQ Agent) Librarian creates a tech request ticket that is requested on behalf of the student to get the Chromebook repaired (example: broken screen needing replacement) The moment he/she creates that ticket on behalf of that student for that asset, a subticket should be generated from a template called “Repair Loaners” This subticket should be tied to its parent and share its “requested by” and “requested on behalf of” attributes WITH the parent ticket. That is to say, both the original repair ticket AND the loaner ticket should have the Librarian as the requestor and the student as the person that the ticket is being requested on behalf of The Librarian is the AGENT on the subticket as well as the requestor, while within the p

881
Kathryn Carter
E
Contributor
ekangContributor
posted in Tickets
"criteria" for spare pool

How do you set a ticket to meet the “criteria” for an established spare pool , as mentioned in the guide titled “working with spare pool assets on tickets?”  We want “issue a spare” feature to be available for tickets with issues like missing devices or daily loaner and cannot figure out how to meet the criteria for spare asset to show up!Thank you in advance!  

1863
Reesa Azar
E
ERookObserver
asked in Tickets
Icon meaning.

Just out of curiosity. What is the difference between these tickets? 

734
E
J
JacksonJTObserver
asked in Tickets
Assign multiple agents to a subtask

Is it possible to assign multiple users to a subtask? We’re attempting to create a mid year enrollment change check list that sends out to all parties involved.  Some tasks can be completed by multiple users/agents.  The goal is to not create duplicate subtasks for each user.  Thank you

693
Kathryn Carter
C
Contributor
CLee 1176405 shakopeeContributor
asked in Tickets
Dashboard component not visible to all agents?

Was just walking some of our agents through dashboard options and they do not have the Tickets by Agent or Tickets by Team. Are these limited to iiQ Administrators only or should all agents have them?

221
Kathryn Carter
A
Participant
akorkishkoParticipant
asked in Tickets
Approved - Partial

My agents are asking me what does Status: Approved - Partial mean exactly?I looked at the history on the ticket and it shows the ticket was sent for Approval and got Approved by a principal and then got assigned to an agent again. I don’t see Partial approvals in the ticket status. This is the email my agent received:  

563
Kathryn Carter
L
lwoodsObserver
asked in Tickets
Search function when creating tickets

Am I missing the search function on the initial ticket creation page?  Our users are getting lazy and just choose issue not listed rather than find the issue that applies to their request.  Having a search function at the beginning of the ticket creation for the 5 main categories would be very helpful.  Anyone have ideas if this isn’t an option?

672
Kathryn Carter
T
Contributor
tdayeContributor
asked in Tickets
Attachments show up as "Screen Recordings"

We are constantly sending out UPS labels to our families and staff as an attachment to a comment so as to facilitate the return of equipment.  I have many people tell me they cannot find the attachment.  Eventually, they do find it and many have told me its labeled as “Screen Recording”.  The UPS label is attached as a PDF file.  Is there a way to make the attachment more obvious to the recipient?

10912
MichaelK12

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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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