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Tickets

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

  • 771 Topics
  • 3,232 Replies
772 Topics
S
SOrr 423e3bb ithelpObserver
asked in Tickets
Agent receiving emails in regards to every ticket

I have an agent who is receiving email notifications about every ticket submitted, including the ones that are not for his department. Can you help me resolve this issue?

521
Kathryn Carter
davecarty
Participant
davecartyParticipant
asked in Tickets
Issue Creating Rule Using Custom Field Date

Users can submit a ticket notifying us that they will be traveling aboard and would like their accounts to work outside the US. When submitting their ticket, they fill out “Leave” and a “Return” custom fields. These custom fields have the Field type: Date.I’m writing a Scheduled rule that checks the “Issue type” and “Date Returning” fields. If the return date was last week, an email should be send an email to the assigned Agent letting them know to remove the user from the group allowing outside the US access.However, the scheduled rule appears to ignore the “Date Returning” value. It says the rule will match with 58 tickets which is the total number of tickets with this Issue Type, not the number with the Return Date.Any thoughts on why this doesn’t work?

906
TAnders
Specialist
B
BHutson 8638a49 stmaryk12Observer
asked in Tickets
Automatically assign certain types of tickets

How do you assign a certain type of ticket to automatically be assigned to a particular agent? Example: JCAMPU or ALIO tickets to auto assigned to one particular agent.

714
Kathryn Carter
B
BMcBeath 927e820 joshuaisdObserver
asked in Tickets
More Options than just Urgent?

Is it possible when a Ticket is being submitted, for there to be a way for the end user to have more control over the priority level? I know this can be customized in the rules and applied after the work order is submitted to modify the priority based on an attribute, but it’d be beneficial if the user could have more control than just an Urgent toggle. Like maybe a priority drop down that has the options Low, Medium, High, Critical. I find that users may choose Urgent, when they would have been satisfied with choosing Medium or High. I’d like for Urgent to be more reserved for true Critical type scenarios.

854
Kathryn Carter
B
BHinermanObserver
asked in Tickets
Importing Invoices into iiQ

We’re new to iiQ as of this year, and we want to import our outstanding and paid invoices into the Square module in Incident IQ so we can see if a student paid the technology fee when they pick up their device. Since we finished our onboarding to iiQ a little late in our enrollment process, we couldn’t invoice through Incident IQ. Is there any way to import all of our existing invoices into the Square module in iiQ? 

331
Hannah Bailey
M
Participant
MattHenryParticipant
asked in Tickets
Filter by Manufacturer

I am hoping I’m overlooking something. Is there really no way to filter by the manufacturer. I created a custom field for tickets that I need to show up for any Lenovo device repair. I’m having to select all the Lenovo models we have which isn’t great because when we add new Lenovo devices to our environment we’ll need to come update these custom fields, rules, etc.

674
M
Participant
R
RWinchester 977ad07 bcscObserver
asked in Tickets
Automatically print new tickets

Im trying to figure out a way to have new tickets that are assigned to me automatically print to my printer. We print all of our work orders for repairs and tape them to the repair. It would be nice if this was a feature, because we have a hard time having the teachers print their own tickets to put onto the device. Any Ideas?

741
Kathryn Carter
C
cperez2424Observer
asked in Tickets
Transfering a Ticket to a team

Hello. How can agents transfer a ticket to a seperate team and have it roundrobin and reassign to a new agent from that team? 

1162
Kathryn Carter
TAnders
Specialist
TAndersSpecialist
asked in Tickets
Anyone else having to "Verify" software models?

About a month or two ago, tickets coming in for our SIS (we use Infinite Campus) have started requiring me to “Verify the asset” of Infinite Campus. I put in a ticket directly in the software to see why, but it was closed without resolution. Has anyone else been experiencing this? I don’t have any audit policies set up on software, or asset verification required in the site options for anything that is not an actual device.

8711
Hannah Bailey
K
Contributor
KBremner 76000e4 mtbluersdContributor
asked in Tickets
Rule to change ticket status based on action item

Hoping someone can help me out with a rule I tried creating.I set it up so that when a user adds the resolution action “Created ticket with the depot” it would change the ticket status to “In Repair (Vendor)”.So the rule is:Triggers on UpdatedWhen “Resolution Actions = Created ticket with repair depot” Perform ‘Set Status In Repair (Vendor)This works great...except...any time the ticket is updated, because there is a resolution action for ‘Created ticket with repair depot’ it changes the status which became apparent when nobody could resolve any tickets because the status kept getting changed to In Repair. I only want the rule to trigger at the time that the ‘Created ticket with repair depot’ action is added. I can’t see an option to make this happen.Any thoughts?

753
Kathryn Carter
Z
ZThird 293a471 oxboeObserver
asked in Tickets
Limit Ticket Visibility for Specific User

We have a user that needs to be able to see only one issue type/category in particular but we don’t necessarily want that user to see all tickets. I have tried everything that I can think of and can’t find any way to do that. Is there a way that I am missing or is this not a possibility?

781
Kathryn Carter
bclark
Mentor
bclarkMentor
asked in Tickets
Ticket Templates not assigning to agent

Our agents use several ticket templates. In the past those have always bypassed our regular ticket assignment rules because at the bottom of the ticket we have "Do not process any more rules" checked. This allows the ticket created to go to the agent who triggered it. One of them noticed this morning that those tickets are being created but are not assigning to the agent who used the template like in the past. Is this happening with anyone else? Did something change? Can it be changed back if something did?

12116
Kathryn Carter
H
HMcCollum 7477687 eiaseObserver
asked in Tickets
Submit a ticket with a form filled out in the ticket

I know when we were first setting up our site, we talked about being able to submit a ticket with a form in the initial parent ticket. So if we had a PD request, the user could fill out the form, which then goes straight to our agent to approve/deny the request. Or if someone needed to update their W4 they could just create a ticket and immediately fill out the form, instead of submitting the ticket and then the form being attached once an agent has worked it. Is this still in the works, or did it kinda die out?

2195
Kathryn Carter
F
FMullen 6130352 longwoodcsdObserver
asked in Tickets
A Rule to resovle a ticket

when a Ticket got resolved by a technician, it then immediately got assigned to another technician.How do i create a rule to fix that ? 

21921
Kathryn Carter
TAnders
Specialist
TAndersSpecialist
asked in Tickets
Custom Fields not loading in Custom Views?

Anyone else getting this problem? I have views set up for my HR ticket workflow and none of the custom fields for names/EID’s/Locations are loading. Upon checking other views for assets or tickets, only IIQ fields are loading, not custom fields. All these fields below should have information in them, but nothing is populating this morning. 

603
Kathryn Carter
C
Contributor
CLee 1176405 shakopeeContributor
asked in Tickets
Incident IQ API and ClassLink OneSync API Events and Actions

Has anyone setup ClassLink OneSync API Events and Actions to create ticket of user account action?

772
Kathryn Carter
A
ashleyjObserver
asked in Tickets
Ticket Template - Subtasks within not working

I have created Ticket Templates. One of my subtickets (which is a template) has subtasks. When I create the ticket from the template, the subtasks aren’t showing up. This is the Ticket Template I have created for Certificated Staff that are resigning. The Device Subticket - does create a subticket like it should. However, this is what is set up for that template. There are multiple subtasks. However, when the Ticket Template for Resignation - Certificated (1st picture) is used, the subtasks for the Device Check- In are not being created within that ticket. Any ideas?I could create separate subtickets for devices turned in, but would like it to be all under that one ticket. 

592
Kathryn Carter
C
cgravesmcsdObserver
asked in Tickets
Rule Engine Ticket - Timeline Comments or Follower Comments

Is it possible to use Rules to update a ticket status based on a follower’s comment? If any follower replies to “Resolve Please”, I want the ticket status to update to Resolved. We may change the trigger words, but I haven’t been able to find a rule filter to scan those follower comments. Is this possible? 

601
Kathryn Carter
K
Contributor
KBremner 76000e4 mtbluersdContributor
asked in Tickets
Using multiple email addresses to feed iiQ

I’ve had an inquiry from our business office to hop onto our system to use for business request to their office. I think this is very doable by creating a separate set of issues and making those employees agents in our system.My concern is that most of our current tech tickets come into the system via email submission. We have a domain address techhelp@ that auto forwards to tickets@ourdomain.incidentiq.com address.I would not want users to email the same address for tech and business office requests. I would want it set up so that if you need tech support, you email techhelp@ and if you need business office support, you email businesshelp@.We can accomplish this by setting both account to forward to tickets@ourdomain.incidentiq.com but I don’t know if the system can decipher the originating message in order to create rules to auto assign emails to businesshelp@ to those issues and agents.There may be a lot more that I’m missing in this plan as well, but any guidance is appreciated.

1351
Kathryn Carter
A
Amy.YorkObserver
asked in Tickets
Hiding the "I don't know the model" option for students

I have everything set up so that Students can only see the model of laptop they are assigned when placing a ticket & when they choose it they only see specific issues for that laptop, however, if they choose the “I don’t know the model” option, it shows them all the issues for all the other laptops. These could be assigned to a teacher or central office employee and so the issues are different and I don’t want students to see those. Is there an option to hide that choice or is there another way I can accomplish this? Hopefully that makes sense!

261
Kathryn Carter
P
Patrick WilliamsObserver
asked in Tickets
How to Prevent students from canceling a ticket

We have a situation where we have students going in and canceling their ticket when it still has a balance outstanding.  Naturally we do not wish them to be able to forgive their own debt, it teaches a bad life lesson. How do we prevent students from being able to cancel their ticket, or a least specific tickets?

633
Kathryn Carter
K
KNeagle 870d1ce robbinsvilleObserver
asked in Tickets
Guest Users responding to tickets through the Remote Support Ticketing?

We are hoping to use the remote support ticketing app for parents to put in a ticket for a student’s Chromebook while at home over the summer.  We are testing it out and noticed that when the IT tech asks a question through the comments on the ticket, the guest will get an email saying a response is needed but they can not respond to the ticket.  When they click the link to respond in the email, incident IQ requires a username and password or Google SSO.  How can a guest respond to a ticket with the Remote Support Ticketing app?

1261
Kathryn Carter
R
Contributor
RWatsonContributor
asked in Tickets
Running rules multiple times

Backstory - I created a status called “waiting on agent” I want this to be set as the status when a requestor comments on their ticket. This way the agent can see what needs to be addresses. I have a rule that triggers on update when a requestor comments change status to waiting on agent it works for the first reply but after that the rule log says “This rule Change to waiting on agent when requestor replies has already run at …...” Anyway to make it rerun when those conditions are meet   Thank you

658
Kathryn Carter
S
sanderbergerObserver
asked in Tickets
Can you search for tickets by a follower?

Is there a way to create a custom search with a filter allowing you to search for tickets with a specific follower?I work for a large school district and we have staff members with varying levels of computer expertise who are creating tickets for students. We regularly receive tickets where the only information concerning who the ticket is for, is by adding the student as a follower. These tickets are falling through the cracks when we look up the student and don’t see the ticket they created.I understand the need for end-user education on ticket creating, which we have been working on, however, we do see a lot of situations where substitute staff assume the ticket creation role. I would greatly appreciate any advice on how others address issues like this!

633
Kathryn Carter
L
LarryObserver
asked in Tickets
Moving Tickets Between Modules

Hello, I am wondering if there is a way to move tickets from “Ticketing” and reassign to Facilities or Human Resources module?

51214
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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