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

649 Topics
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649 Topics

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HMacObserver

asked in Tickets

Missing tickets

All of our tickets from the system are gone. The only tickets showing are the ones entered this morning. Please advise

ttaylor501Observer

asked in Tickets

Tech Support Surveys questions

Anyone have support survey questions that you use after tickets are completed that would like to share?

AlleyObserver

asked in Tickets

Open Tickets Slow Loading

Anyone having issues this morning? My Open Tickets is just spinning. It won’t load so I can submit a ticket to IIQ.

Daniel FraileyObserver

asked in Tickets

Permanetly Close Tickets

We have a business need where only certain people can submit tickets to our account management team. With the current configurations of IQ, I have a rule set with a manually maintained list of users, and if you are not in that set of users it sets the ticket status to cancel, and sends an email to inform you that you need to use your designated person. Unfortunately these users are just reopening these tickets and they are getting to our AM team. Is there a better way to restrict users from submitting certain tickets, or a way to make the tickets I close with this rule permanent. Thank you in advance.

LyndonObserver

asked in Tickets

Adding parts to repair tickets

FEATURE REQUEST: We’ve been enjoying IIQ for a few years. A new (August 2022) “feature” of IIQ is a multi-window process to add a part to a service/repair ticket. Previously, we added repair part(s) via a drop-down menu on the ticket screen. Changing part quantities was rarely needed but was a simple update to a text box on the ticket screen. Now adding each part requires navigating multiple pop-up windows. When we click on the Part tool we are REQUIRED to start TYPING the name of the part, e.g. "trackpad". Assuming the part you want is shown, you click the box containing the search result you want then click continue. If the part name is spelled or specified incorrectly you are given no choices. For example, searching for a "screen" reveals no results because we use the Apple "display assembly" term. This difference is easy to identify in a drop-down (multiple choice) list but not in an empty search results box. After picking your part and clicking "Continue" we now encounter a

jbartruffObserver

asked in Tickets

Submission emails based on role

Good afternoon,I noticed that my role of guests when completing the remote support ticketing form are able to view ticket details, but those email addresses whom are tied to a parent/guardian role are being asked to sign in. Further, those with the parent/guardian role are not getting an email from the system on ticket submission. I do have a ticket in with incidentiq on this, but I was curious if anyone else is seeing similar?-John

krossObserver

asked in Tickets

Agent Notifications for After Hour Submissions

Is there a way to allow an agent to choose different notification rules for tickets submitted outside of working hours? I am a director and would like to be alerted via email for new tickets that are submitted after-hours, on the weekends, and on holidays. I monitor my email pretty religiously and would prefer to not have to monitor IQ when it’s rare to find anything come in.

evanheesObserver

posted in Tickets

First timer best practice

Our school district is brand new to IIQ, and from our training with the people at IIQ to our own understanding of the website we are still having troubles nailing down certain aspects of the site.If there’s anyone that has been with IIQ for a while that has tips for a district brand new to the site that would be great for us to know. If there are any advanced tricks anyone use to streamline the site I would love to implement it if it benefits us!

gguynesObserver

asked in Tickets

Automatic close via email

We have a separate 3rd party maintenance work order system, and folks are entering maintenance orders in iiq instead of the separate system.We are also automatically assigning tickets based upon origin of tech ticket submission.So, anyone know of a way our support techs could respond to the email notification that a ticket has been assigned with something simple like adding - maintenance - in the subject?Then, a rule is fired (based upon that email response) that automatically closes the ticket and the end user receives an email stating ticket closed and here’s the link to the maintenance system?

nikiscott83Observer

asked in Tickets

Is there a way to set it to where you have more categories when viewing all tickets instead of it being just Description, Priority, Status, Requested by and Assigned to ?

Is there a way to set it to where you have more categories when viewing all tickets instead of it being just Description, Priority, Status, Requested by and Assigned to ? I want to add Location to this so I can see where the ticket is at before clicking the ticket. and Not A filter either.

ekangContributor

asked in Tickets

Part permission for Agents

What type of part permission do you give to your agents so they can add a part to the ticket that they are working on but not anything else?

iljared98Observer

asked in Tickets

Redirecting Tickets to Knowledge Base Articles via Ticket Rules?

Hello,I’m looking to see if there is a way to automatically redirect smaller but frequent tickets to a specified knowledge base article via an agent created rule. For example: “Monitor no signal” in the comment box would either have a tooltip come up with a link to the knowledge base article, or if it is possible to email the ticket submitter a link to the article and automatically resolve the ticket without it reaching agents in order to focus on more urgent tickets. I appreciate any pointers on how to implement something like this.

schuylerhObserver

asked in Tickets

Can you filter tickets by followers

I was looking for a way to create a ticketing custom view filtered by followers. Specifically I wanted to create a custom view to show tickets I am following so I can add that view to my dashboard and quickly see the status of tickets I am following.

Mike1Observer

asked in Tickets

Limiting ticket creation options

We would like our students to only create tickets for their own user account and their own location. Right now, we can only assign a policy to all students that gives them access to create tickets for all locations (and subsequently all users). I figure this can be done in two ways: Adding a feature to the current policy editor, or creating a new role based on a combination of their role and location. Is there a way to limit the ticket submission so that students can’t submit tickets for other users or change the location? Is there a way to assign a new role based on a combination of location and current role (i.e. student, staff, etc)?

ekangContributor

asked in Tickets

Does not want System Service to resolve tickets

Dear IIQ community, Can someone please advise how I can disable the feature that makes the system services to resolve tickets that have no activity for 5 days? Thank you. Jean

dawnaObserver

asked in Tickets

Cleaning up old/stale tickets without notifying the user

Since we are a school there are some tickets that were for a previous school year that just need to be cleared out without notifying the user. Is there a way of doing this?

dawnaObserver

asked in Tickets

user notifications

Does a user get notified if an agent deletes a ticket they submitted?

farmerjeObserver

asked in Tickets

Bulk Print Invoices for Fees

I had a request from a user wanting to know if there was a way to bulk print invoices for remaining fees owed at a site.

brett.ecklerContributor

asked in Tickets

Adding Check Boxes for tickets

Is there a way to add checkbox into the problem description of a ticket. I want to create tickets for my data clerks throughout the year and want them to check off that they have completed the 10-15 items that are on the ticket.

ccooneyContributor

asked in Tickets

'Phone' Device Category Selectable When Creating Ticket?

Hello,I’m having trouble adding or activating a ticket type category. I want, when users select ‘Device/Hardware’ as a category, for ‘Phone’ to be selectable. I see that ‘Phones’ is a parent category under Model Categories, but I’m not able to find where or how to make phones, or anything phone related, selectable as an issue category.

rbakObserver

asked in Tickets

Is there a KB that will tell my how to adjust the ticket types?

blankenshiprObserver

asked in Tickets

Email forwarding from Gmail

We would like to set up our old tech-help@domain.com to forward requests over to our IIQ instance. I set up a rule to fire “When from email” and I added a condition of “To Email = techfwd@domain.incidentiq.com” and an action of “Approve ticket creation from email”.When I put techfwd@domain.incidentiq.com in the Forwarding section of the Gmail setup for the old mailbox, it sends a confirmation code. I haven’t seen that confirmation code come through in the form of a ticket. Is there something I am missing?

lindaheadObserver

asked in Tickets

Ticket Analytics

If I put a ticket on hold, how does that affect the analytics? Is that considered a "response" ? This is in the facilities module.

Robert PotterObserver

asked in Tickets

Creating Shortcuts independent of an active ticket

Shortcuts should be able to be created in advance of and independently of working an active ticket. There are solutions and/or situations that I already know we will have tickets on and it would be helpful to have a section where I could go to just create and maybe even preview the shortcut. Basically a Shortcut Editor section that would allow us to view, preview, edit, delete, and create shortcuts.

mcarriganParticipant

asked in Tickets

Where are my custom fields used?

Is it possible to find out in which ticket(s) a custom field is used on without searching through the custom fields for each condition on the tickets tab of Custom Fields?

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