Tickets

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

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

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. 

I would like to have one specific ticket issue/type to be restricted to a set of specific users.I know that you can control visibility based on roles, but I don’t believe that additional roles can be created or enabled for additional use aside from the normal staff/facility roles. So my main questions are the following: 1: Is there a place to add additional roles or create custom roles? 2: If not then is there a way to limit who can see a specific issue/ticket type besides visibility via roles? 

We are currently attempting to expand our offboarding processes in our district.  That being said, HR Submits a ticket to user provisioning, which includes a custom field with the employees name. Ideally, we would like to create a ticket based on the original ticket, which would end up in the facilities side.   I see that we have the ability to create a new ticket from a rule, but how would the custom field carry over as well?

In a rule that creates subtickets, is it possible to create an additional subticket only if a custom field = a specific value?For instance, when a student unenrolls from our district, the office manager puts in a ticket for our building tech to make arrangements to collect the student’s iPad.  A subticket is created for our state reporting coordinator to unenroll the student in our student information system. What I want to do is have the same rule create a second subticket if the student is a Special Ed student (SPED Student? custom field = Yes) but I don’t think I can do that unless I build second rule to follow this one. *Edited to add that I tried to accomplish this in two rules but am unable to create a second subticket in a separate rule that relates back to the parent ticket created by the previous rule. The rules simulator makes it look like this should work, but it does not create a second subticket on the parent ticket or any ticket at all.

Hi all,I’m wondering if anyone has an option on best practice for assigning tickets and what your reasoning is.Option AAssign to Agent or Team add comment with instructions or justification for ticket assignment.Option Badd comment with instructions or justification for ticket assignment. Assign to Agent or Team

I need some help trying to get notifications to work the way we want. I have been spent a couple of days playing around and still don’t have it working. We have someone that sits on our Help Desk and creates tickets for people all day. People in the Technology department also cover the Help Desk when she is off or during lunch. I do not want her, or those people covering the Help Desk phones, to constantly receive email notifications on tickets they open, when an agent updates the ticket, or when an agent closes the ticket days later. I still want the person who the ticket was opened on behalf of to receive all those notifications. The only solution I have come up with is that we have to change the submitted by to the person who called into the Help Desk.

We’re seeing a large uptick in physical damages to Chromebooks. We attempted to take pictures and add them to every ticket, but we forget frequently. Is there a way to require a picture before you close a ticket? Anyone doing anything different? 

We are trying to figure out a way to monitor our parts to include when we are in need of new parts. Is there a way to show negative parts inventory? This way I know that I need to order that many parts? Or has anyone else found a better way to do this? Due to lack of money, we tend to only have enough parts on hand for our current repairs in the que. 

Hi there I was wondering if anyone has a way that we can filter tickets by what ones have had assets exchanged in them. I am trying to see how often specific technicians opt for an exchange vs doing a full repair. Thanks!

I want to export my ticket data into a spreadsheet so I can breakdown the data in ways IIQ cannot, but I can not find a way to include the device category. for example, when exporting all the ticket data I want to be able to sort it by all chromebook tickets or all desktop tickets, but all I get is something like this: Acer Chromebook 311 (C733, C733U, C733T) - Connectivity > Can't connect to Network / Wifi. And in a perfect world i would like this part “Connectivity > Can't connect to Network / Wifi” also broken up into two difference fields.

For tracking purposes, we need to be able to track, for example, an iPad, an iPad charger, and an iPad stylus separately. Essentially: it’s way lower overhead for everyone involved -- and therefore we can get humans to do it -- to not have specific “sets”, but just to grab one of each, as-needed. And not everyone needs the entire set.This is all fine, until it gets to managing those loans. Right now, we have three tickets for someone who checks out an iPad with a stylus and a charger. On the up side, it means that when a device is missing from a cart, we know who has it, and when it is supposed (or was supposed) to come back. On the down side, it’s a tedious mess getting those tickets set up.My current solution is a Google Form that users submit (they scan a QR code on the cart to get to it), and they just punch in the the numbers of the devices that they’re taking. From those numbers, I’m able to generate links to create new tickets for each of the devices that are be

I put in a ticket for Incident IQ because CSV file format was not correct as the file being created is placing one extra comma in the file when as seen when you open it up with notepad. Hoping that they fix this format problem as I have to save the file as file type CSV to fix the Excel downloads all the time! The person working support decided that it was no big deal and closed the ticket on support, but the file format is still not CSV by standards. I wonder how many other people are finding this a problem who use Incident IQ on the Excel data files that they download? I think fixing this problem would eliminate this happening and also would gain more customers confidence in Incident IQ in the future.    Note: Normal CSV file doesn’t have a comma on the last column value.