Tickets

Hello, I have a ticket open with support they are saying the dev team needs to look into this but was wondering if anyone else is not have their SLA time calculating correctly. It almost seems like it randomly picks a time for the response and resolution time  ThanksRon   

Device that needs repairs of any kind that require it to be opened up in any way.

Hi all, It looks like the priority levels have been updated recently, at least on our site. Previously we had our priority levels set to 0 - 50 (low), 51 - 100 (medium), 101 - 150 (high) and 151 - 200 (critical). However, going into the settings now it shows the following:I wanted to make this post in case this was changed across the board instead of just our site. As this can cause some of the rules you’ve made regarding ticket priorites/levels to no longer work correctly. We had a rule set to increase the priority by 50 each week that a ticket is in progress. However, with the new rule levels this would have caused it to go from the default 50 → 100 in a week.

Wondering if there is a way to en mass see assets total ticket count without going into or filtering to all assets that have x or more tickets. We are going to start tracking security camera issues with tickets in iiQ and would like to see if there is trend for certain models across a site or district wide.

I would like to add some tags to some past tickets that have been resolved for awhile. Looking at another option to track ticket types over time. Is it possible to update tickets in bulk with a tag without emailing the person who submitted/requested/followers/agents?

Is it possible to apply Actions via Rules. We have some we use for tracking specific ticket scenarios, but would prefer to use actions rather than tags. You can apply actions under Shortcuts but I’m not finding how to do it via Rule for better automation. Feels like I’m missing something.

Is there a way to hide specific issues under Models? If there is I cannot find it. I can choose to only allow agents to see specific issues on all the other tabs, but not under Models. This causes us to put a lot of stuff under the Other Requests section because there are things we don’t want regular users to see. Being able to edit the issues visibility on Models would be a huge help to us!

Is there a way to cutomize this area? I would like to add our SIS but I do not know how to add any software on to this. Is this possbile? 

Is is possible to assign a model to multiple model categories? We have a device that can be associated with our audio, intercom, and video categories but it doesn’t look like I can tie it to multiple categories. I don’t want to create a category just for it because it would confuse users when they submit tickets. They want to go to the audio, intercom, or video category based on the issue. I’d like for the model to just appear in all.

Is there a way to view all tickets marked as “Duplicate”? When you click on → “Resolve Ticket → Resolve - Duplicate Ticket, it gives the ticket status with in the ticket as “Canceled - Duplicate Ticket”. However, if you go to all tickets view, and try to set a Filter on this, it does not exsist. However, it is there with a status of “Resolved”. See attached document.How can you filter a view on all tickets that were marked as duplicate? 

I know this is a new feature and your working through the bugs so I apologize if I’m starting the questions too early :)  Is it possible to set up a quick ticket for an issue that is under the Software Not Listed issue category under Software? We have an App Request issue type under software not listed and I’d like to use that for a Quick Ticket for our instructional staff. It would be the perfect solution for what we are trying to do. Thanks!  

Hello,We have a Ticket issue category for Maintenance/ Facilities, their ticket type is the same for everything.Is it possible to create a custom field for their ticket type and then name is something like Subject and when the user puts data in their that it will make it the ticket subject instead of the generic category type? 

I used to have a custom view saved under tickets where the Model was Incident IQ and the Ticket State was open. It was an easy way to find open tickets I have with Incident IQ itself. Currently I have to go to Help and then at the bottom of the side panel click on View my support tickets but I can’t get those to show up in a view outside that. Is there a way to do this? It’s more cumbersome to find them now vs having the view update with my others when I log in or the page refreshes. There used to be so I assume I’m just missing something?

Hello, Is there a way to bulk-upload models and serial numbers and model numbers? 

So I am trying to create a workflow where a sub ticket is created for each part of a new employee being hired is assigned to diffrent team members.Right now everything works as needed but the names of the sub tickets are all the same based on the ticket templates.My question is how, from a ticket dashboard view, can our team members see the difference between each ticket without going into each sub ticket and then to the parent ticket to know who the request is for. Is there a way to add a addition to the sub ticket’s name based on a custom field within the parent ticket?

Is there a way to not have an SLA applied to a specific type of ticket/team upon ticket creation? 

It appears that my Issue Categories on my tickets default to posting in alphabetical order.  Is it possible to edit the order that my Issue Categories appear when creating a new ticket for submission?

Is there a way to customize the message a follower gets when added.   We sometimes need to add someone from another department to work a ticket.   They aren’t an agent but they handle this particular task.   When they are added as a follower the ticekt doesn’t indicate that and the email just says the ticket has been updated. It would be nice for them to get an email specifically saying“You have been added as a follower to ticket XYZ”

We recently switched to IIQ and a user was trying to send a picture from their phone in with their ticket using the Mobile Site (not to be confused with the Mobile App). In this case, he was using Safari on an iPhone and went to our IIQ site, logged in, and went through the ticket process. He claimed that he was unable to submit an image from his phone or camera through the site, even though the options were there. I too confirmed this on my iPhone using Safari and Google Chrome. You can click the button to “Take Photo” or “Add from Photo Library” but neither do anything. Am I missing something? Or is this a glitch? I totally understand end users not wanting to download an app on their device and just wanting to use the browser. This would be a welcome fix if it is indeed a glitch. Thanks,Keegan

Is there a way for the knowlege base articles to show up in ticket before they submit the ticket? That way if they can figure it out, they won’t need to submit the ticket?

I don't know if this should be idea or not. Is there anyway to possibly make it so that a user can only see tickets that are assigned to them? Like if i have people that should only see Chromebook tickets can i have it so that they see what i want them to. If not that would be a cool thing.

I have questions for anyone who is actively using Email to Ticket.We have a lot of custom fields in tickets because we require specific information in order to work many of the tickets. Do you find that you waste a lot of time trying to get the information you need in order to resolve a ticket? I am worried that if I activate this and people just starting emailing in tickets that we will get flooded with uncategorized tickets with little information and end up endlessly sorting tickets to the right teams and categories.

When working a ticket, where do I go to change the issue?

We use Lexicon Tech Solutions with AlwaysLearning to send Chromebooks for repairs in iiQ.  To create the order in iiQ we must first start the ticket then select “send for repair” then go through the prompt.  We have to do this on each individual ticket and we are usually sending hundreds of Chromebooks for repair at one time.  Is there a way to create a ticket shortcut for this process or to scan multiple devices and send for repair through a bulk operation?.

I would like to add a required action, or some type of features, on tickets that call for loaner issuance to remind my agents to properly check out loaner devices to the staff/student. I currently use subtasks as reminders but that did not help. Thank you.