Tickets

I want to be able to create a resolution action, and when the action is selected parts are added automatically from the building location. This would be beneficial when creating, repairing, replacing devices.

I am trying to make a custom ticket based on an Issue Category. I have what I want for the most part but I need some clarification. I will attach a screenshot belowWithin the ticket can I remove the Is this ticket urgent, for a specific type.  Can we rename the Describe your issue, or would we need to make a new description box? Can I add boxes with an e-signature can be placed? Kinda of like a approval? Where I have the drop downs, is there a way to make them radio buttons instead of drop downs? wishful thought, Can I make a new selection called.. let’s say, equipment or software, then based on which is selected, have set of custom fields populate just for he specific selection of equipment? 

What ticket filter option can I utilize to filter my ticket view by the user that submitted a ticket instead of the on behalf user that I get when I attempt to utilize the requestor filter?

Hi, I brought this up before, and I apologize if I sound like broken record.I opened a ticket with iiQ yesterday about some bad teacher data syncing from Powerschool. I had created a case before about this issue, and I wanted to reference it in this new ticket. However, I for the life of me cannot find the old ticket. I know what keywords to search for, but there is no search capabilities currently I can use (or that I’m a ware of).  I ended up literally opening one ticket at a time and tediously sifting through endless threads. Needless to say, I gave up after the tenth ticket in sheer frustration.It doesn’t help either that the ticket subject titles are so generic and broad that they provide no meaningful insight into what the ticket is about. Previously, there was an option to add a "ticket description" column to this view, which greatly facilitated finding old tickets. However, this feature seems to have been removed by iiQ for reasons that elude me.I apologize for the rant, but I'

We have several users that are consultants (SRO, Contractors, etc) and have no assigned location.  How can we get those users with Unassigned Location to be prompted to select their location?We tried creating a custom field that uses the IIQ location field then applied that to all tickets with the filter of unassigned location.  The user is prompted if they are Unassigned Location but when the ticket goes the rules the location is still Unassigned.  What is the proper way to do this?

Is it possible to make it so when a follower adds a comment to a “Waiting on Requestor” ticket, it changes the status to “In Progress”? I know when the ticket creator comments it will change that status, but in sometimes a follower will add information and it still says “Waiting on Requestor”.  

Is there a way to add a due date/deadline to a ticket?

We have a ticket where the end user uploaded an image to the ticket.   The agents can see the uploaded image and look at the attachment, however the end user who put the ticket in doesn’t see the attachment.   Is there a setting blocking that?

When you are logged in on a computer you can change the setting to show the description of the ticket without clicking into it. Is there a way to do the same thing when logged into the mobile app?

I’m considering creating a ticket for each classroom in a school that we can comment on and resolve when we have the technology in the room ready to go for next school year. I’ll create a custom issue and list each room number (1 per ticket). Is it possible to create these tickets in bulk?

Is there a way to bulk-export surveys’ narrative/comments feedback? I want to make a wordcloud to include in my annual Board report. Although the “detailed survey” column in the ticket view shows the narrative, the export does not include this information.

Can you make a custom view that displays specific resolution actions added by a specific person? Ultimately I am curious how many times I’m adding a certain action even if the ticket is not currently in my name? I tried going through analytics explorer and ticket views but came up empty. 

we would like to have another selection other then Facilities that falls under the facilities operation

In a previous platform, I created a heat map to show issues by category over time. Weeks across the top. Issues down the left side. The intersection showed a number (average tickets for that category per day times a multiplier for urgency) and a color code, Dark green (few or no issues) to dark red (many issues). The total column indicated an area with cronic issues. Not shown is a “This week(s) last year(s)” to show a tearly trend. Just wondering whats possible. 

We are trying to streamline our ticketing process and want to include parents on each ticket for their student.  We are in the processing of importing in the parent email info into the students record.  When that is complete, we would love to be able to have a new ticket created for a student automatically add the parents email as a follower for the ticket.  We tried to set this up, but it doesn’t seem possible yet.  Is there a feature that we missed or a workaround to make this work?  If not, we would love this feature added to future IIQ upgrades.

2 Questions How do I remove tickets from work Package and how do I view Work Packages from IIQ App?

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!