Tickets

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.

When students cause damage to a chromebook I need to submit a subticket to our person who manages invoicing parents.  For example, when a student breaks a screen.  Right now I can trigger the subticket creation for a chromebook display but I only need to generate one for chromebook>display>broken screen.  Is there a way to do this?

Hi again, everyone. I’m trying to set a rule that says, basically:WHEN a ticket is created, IF the ticket does not have a linked asset THEN set prevent the ticket from being transferred to another agent or resolvedEssentially, I want to ensure the agent cannot advance the ticket forward without an asset being linked to it.From what I’ve found poking around in the Rules engine, I don’t see a way to set the logic to identify if a ticket doesn’t have a linked asset. So I could maybe fudge this by saying something to the effective of:IF the ticket has a linked asset of [generic asset model here]That way, if an agent just selects a generic “laptop” model, it won’t allow the ticket to progress until they’ve selected another asset.Does that make sense? Does anyone have any ideas how that could be done?Thanks.

When using the date range, I noticed the tickets reported as opened and closed change depending on if you select “Created Date” in the Date Ranges versus “Activity Date”.  I would think that as long as the dates remain the same, the amount of tickets opened would not differ.   Additionally, the ‘closed’ tickets reported on those options appear to differ/conflict as well. If I run a separate report asking for Closed Date, I then get an entirely new number. How do I asses what are the actual closed tickets in a set date range if “Created Date", “Activity Date" and “Closed Date” options all report different numbers? Even when I look at Created Date as the option, and then add SLA to the filter, my reported tickets “opened” for the range changes slightly by about 16 tickets.  What's the best way to see the number of tickets opened in a set date range, the total number of tickets closed in a date range and what number of those tickets meet an SLA? Thank you

If I have a resolved ticket and a requestor wants to respond by email to that resolved ticket email, how can I have the agent get an email notification that there is a new comment for them? I don't want the ticket to reopen if the requestor responds. By default, it doesn't reopen the ticket in IQ. I know it does that in other products. Thanks!

Is there a way to organize subtasks in the final ticket form? We use ticket templates that assign multiple subtasks to multiple users. In the template I am able to group the subtasks by user, but when the ticket is actually submitted the subtasks become randomized. In a list of many subtasks, it becomes more difficult to keep track for agents who have multiple tasks assigned to them. Is there anything we can do so that the task list on the ticket matches the order on the template?Thanks!

Is it possible to Pin / add a shortcut so it’s less clicks to access ? Currently we have a working shortcut that will take a ticket and move it From our Tech queue to the Facilities queue and vis versa.  The issue is making it a bit easier to access.  Right now you have to “start ticket > click Shortcuts > click all shortcuts > click the custom shortcut then Run.   Please tell me we can Pin this any higher, or at least reduce the clicks ?  

Sometimes people submit events for the same day, and changing the threshold isn’t an option. The problem is that many events that are submitted are recurring, so it’s already a pain in the butt to have to adjust the recurrences on my end. But then if the date/time passes for their event, I now have to recreate tickets because I can no longer adjust them. This is becoming a bit frustrating so I’m wondering if there is a way to edit the date/time on a past ticket so the details can be adjusted without having to recreate a ticket.

Hi friends,It’s late, and while my dog Luna is here providing me with moral support (read: snoring), I’ve been poking around iiQ for the last few hours. By the way, kudos to all the folks who worked on Enhanced Quick Tickets. Those are pretty cool and a big time saver for several types of tasks.But, even with Luna's zen vibes, I've hit a snag.What I’d really like is the ability for agents to quickly submit tickets—via a Quick Ticket or Ticket Template—with the following functionality:Have the ticket type, issue category, and issue preselected (currently doable) Include a field for the agent to add an asset tag to the ticket, without requiring them to re-select the type, category, and issue (currently not doable, as far as I know)I figure such a feature would be ideal in situations where a particular type of asset often experiences the same issue—which is common in schools where devices of the same model are purchased in bulk.For instance, my district provides iPads to students and they

Hey guys! I update about 40 servers every month. I’ve created a template and set a schedule every 30 days. I’ve read the knowledge base and created a scheduling rule as well. What I’d like is for 40 separate tickets (one for each model) to automatically generate in the ticket queue for me to close one by one as I run updates on each machine. Do I need to create 40 different templates? Any guidance is appreciated.