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

  • 754 Topics
  • 3,142 Replies
755 Topics
L
lmooreObserver
asked in Tickets
Export/Import Model Issues/Resolutions

Is there a way to export configured issues/resolutions from one model and import them into another one? We have over a hundred different device models and get new ones all the time. I would like to be able to configure one model’s issues and subsequent resolutions, export them and import them into other models so I don’t have to manually add them to each model we have in our system. 

1262
Kathryn Carter
D
Contributor
DWallis 434c1d brooklynContributor
asked in Tickets
IQ Not Working?

Anyone having issues where the ticket is not updating? Changing the status or resolving a ticket does not change the view for us even though it says its changed in the timeline.

592
Hannah Bailey
RTSD26_AllynJ
Contributor
RTSD26_AllynJContributor
asked in Tickets
Can you create internal change management tickets for Incident IQ changes to be performed by iIQ site admins

I would like to be able to create Tickets to track desired Change Management items.   Like adjusting ticket templates, and what not.  Creating that as a ticket for myself so track my work.   Can I do that, or am I missing something?   Thanks,Allyn 

1653
Kathryn Carter
N
Nathaniel GidonObserver
asked in Tickets
New Ticket Issue redirects to external link

We have a ticket issue that is “Request Fob”. I am wondering if its possible when someone clicks this issue that they are redirected to an external link rather then describing the issue. Is this even possible?

652
Kathryn Carter
Admin PTSC
Admin PTSCObserver
asked in Tickets
Automatically assign fee for tickets with specific categories

We are looking to have fees automatically assigned to users when a ticket is put in for certain things such as “Broken Screen iPad Screen” would automatically assign the iPad screen replacement fee to the ticket, asset and user. I didn’t see the fee tracker as an option in the rules engine, so I’m not sure how we go about doing this.

762
Kathryn Carter
S
SMc Pherson 713abdf brrsdObserver
asked in Tickets
Is it possible to hide parts cost in a ticket from requestor?

When students need their device repaired, the technicians add the part to the ticket so it removes it from our inventory, however, it shows the cost of the part to the student. We don’t want the students/parents to see the cost, but we want them to see the part was added to the ticket. Is there a way to keep the part visible, but cost hidden? We’ve been entering all costs as $0.00 but this affects our analytic charts. Thank you.

561
Kathryn Carter
A
Amy.YorkObserver
posted in Tickets
Issue Types Not Loading Constantly

Anyone else have this constant issue when editing Rules? I try to add an Issue Type to a rule and it spins and spins and then gives me an error that issues cannot be loaded. We’ve been having this issue for MONTHS and every time I am told it’s fixed it works for a few days and then stops working again. I am so frustrated!!

231
Kathryn Carter
D
Contributor
DWallis 434c1d brooklynContributor
asked in Tickets
Do not send email notification for specific issues

Goal: Track devices left in a classroom and then turned into us without notifying the student. Teachers turn in chromebooks to us that were left in the classroom. I would like to keep track of that via a ticket incident but not notify the student that we have it. The student would then need to look for it and come and see us to pick it up. Is there a way to create a ticket on behalf of the student with a specific issue type and mute all email notifications? Maybe a rule?

731
Kathryn Carter
V
VWijObserver
asked in Tickets
Archiving and Downloading Tickets

How do I archive all of the yearly ticket and download them for documentation purpose?(similar to how you’re able to archive and download gmail/outlook emails)

682
Kathryn Carter
D
DAdmin 8836f81 orland135Observer
asked in Tickets
Email to ticket

I have followed all of the steps for the email to ticket process. From my email, I am able to sucessfully submit a ticket via email with no issues. No other accounts (all included in our SSO) seem to be able to submit a ticket via email and receive a “could not be parsed” failure message

2612
Kathryn Carter
lpreedom
Contributor
lpreedomContributor
posted in Tickets
IIQ not responding correctly

We are not able to create a new asset. We are also not able to create a new ticket. When we try, it shows as submitted and then instantly shows as deleted. When I try to put a ticket in for IIQ, It says the same...submitted and deleted. This is the only way I have found to let IIQ know about the issue.

869
Kathryn Carter
rob.danninger
rob.danninger
asked in Tickets
Ticket Creation Rule for Submitter's Location versus Asset Location?

Our IIQ Agents are assigned to, and support, specific physical Locations. We have defined Rules when a ticket is created and conditions meet selected filter Locations. The Rules action is to assign the ticket to a specific Agent.Each of the Rules appears to be executed well, however, the Rule is evaluating and matching an asset’s Location rather than the ticket submitter’s Location.For example, if a user at Location A creates a ticket for an asset that does not have an Owner is associated with Location B, the Rule will assign the ticket to Location B’s Agent.How might we modify these Rules so these tickets are assigned to the Agent who supports the ticket submitter’s Location?

1622
C
Contributor
jwalstra
jwalstraObserver
asked in Tickets
Comments clipped in email and in web interface?

I have gotten a few replies to my tickets to end users in which my response is clipped in the email as well as in the web interface. If I click to edit the ticket I can still see all the text and can remove lines to shorten the message in order to allow more of the response to show.Anyone else seeing this? Most of out district is using a minty fresh version of Chrome on Mac or PC. We’re trying to figure out if this is something we have control over. In my case, the cutoff is often midway through the line where I have entered their temporary password so the client either cannot see the password or it’s incomplete or includes dots. Using the Show More Lines button doesn’t help. 

11211
Hannah Bailey
J
jdeangelisObserver
asked in Tickets
Creating a Shortcut to Add Comment in ticket as Text, not an Attachment

Greetings,I am trying to create a shortcut for our Close Ticket/No Contact tickets as it will save time. I am trying to create the shortcut with the steps below:Shortcut -> New Shortcut -> Name the Shortcut -> Ticket, Add Comment I am looking to update the ticket with a comment in the ticket, though when I try this way, it is only letting me attach a document, not update the ticket with text.Is this the only way Add Comments currently work? We do have some shortcuts that update as a ticket comment/text though I do not see any properties to mimic off of those shortcuts. Anyone have any suggestions?Bonus points for updating the ticket with text and closing the ticket at the same time.

692
Kathryn Carter
RTSD26_AllynJ
Contributor
RTSD26_AllynJContributor
asked in Tickets
From an MSP/MSSP Connectwise Helpdesk to our iIQ environment.

I originally posted this on Reddit, and it was suggested that I bring this over here to see if we might be able to get some more feedback on the issue.  (Original Reddit Post)Here is a copy/paste of what I put in that original post.   I realize that I may be asking for something that's just not easily done. We have an MSSP that uses ConnectWise, and we are finding that there are quite a few emails that we wind up getting sent from them. Most of the emails/tickets from them have to do with their analysis on emails reported via the "Cofense Phish Report" button, occasionally some emails related to intervention needed in regards to our EDR client that they manage as well.Since the emails regarding the Phishing analysis can be handled by more than one of us, plus it would be nice to have some analytics - we were trying to get it so that basically when the email/ticket was sent out via their connectwise, it would go into iIQ.Initially the two systems of course started emailing each other ba

971
Kathryn Carter
TIvy 993c1a6 highlineschools
TIvy 993c1a6 highlineschoolsObserver
asked in Tickets
Print work ticket

I’ve shown users how to print the PDF of their work ticket after they’ve submitted it.How to you open an existing ticket and print it?

1322
Kathryn Carter
D
Participant
Daniel PParticipant
asked in Tickets
Creating ticket based on asset status?

Basically the problem we have in our district is that devices going missing happens often, but it can be a short-lived occurrence. Our librarians are very good at setting the asset status to “Missing”, which triggers a device lock, but they tend not to create tickets because the devices are often found within hours or even minutes of being locked therefore they don’t want to deal with ticket hassle.The problem this presents to us is we don’t have a good recorded history of how often any given student loses a device, which can be detrimental when discipline/remediation is required. I feel automating lost device ticket creation would be a win-win, librarians don’t have to do the extra work, but we’d still have a trail of who is losing what to support admins when needed. IIQ’s asset rules currently don’t allow for ticket creation based on device status for some reason. So I’m just wondering if anyone has found a workaround to this shortcoming, or what’s your approach. Thank you!    

842
D
Participant
BCARAWAY 76010e1 atlisd
BCARAWAY 76010e1 atlisdObserver
asked in Tickets
Reject Duplicate Email Submission

We are working on adding a queue for all of our systems notifications.  Currently the health scan runs every hour and emails on a failure.  Is it possible to reject all subsequent tickets after the first is submitted, if the email body is exactly the same?

271
Kathryn Carter
E
Contributor
EstonMeltonContributor
asked in Tickets
Limit visibility of an issue types

Hello! I’ve been consolidating a bunch of disparate Google Forms into IIQ thanks to custom fields. I have one in particular, though, where I want to limit visibility solely to principals. I don’t yet see a way to add custom roles in IIQ, and issue visibility toggles seem to hinge on that -- but, posing the question anyway: is there a way in IIQ to limit a particular issue to a subset of users beyond just the pre-defined roles?

1442
J
Participant
David Oestreicher
Participant
David OestreicherParticipant
asked in Tickets
Transferring shared custom view

We have some other agents (such as in Sped or library aides) who I have made custom ticket views for in the past because it is easier to just make the view then to try to explain how to make it.  But now I have a number of custom views in my list that I don’t use.Is there a way to transfer ownership to them so I can delete it from my custom views? I’d hate to delete it and it disappears for them too. Thank you, David 

2213
Kathryn Carter
SMillsTVSD
Participant
SMillsTVSDParticipant
asked in Tickets
Changing the "On behalf of" as a rule

We have many students who are entering tickets and will change the “Edit Requestor” to myself, the Agent. Is there a way to create a rule that when they do this that it would automatically set back to them and only them as the Requestor? I have other tickets that have rules associated to them and they will not fire off because I can’t select myself as the “Requested For”  filter option, it doesn’t exist.  I hope this makes sense.Thank you.

1275
Kathryn Carter
M
MMaine 977a37a avsdObserver
asked in Tickets
Customize Categories shown during Ticket Creation

When a user clicks “Create Ticket”,  they are presented with devices assigned to them (which is nice), and below that is a huge list of device categories.   This list has 32 options!   Way too many.   How do I customize this list?    Thanks,

3161
Kathryn Carter
E
EMStateObserver
asked in Tickets
Display knowledgebase article during ticket entry

Is it possible to provide a user with a knowledgebase article that could resolve their problem before they submit a ticket? If they can fix it themselves, this might stop unauthorized tickets from being entered. Though I could be wrong, I seem to remember that the pre-entry prompt was anticipated during our onboarding.Currently, after a ticket has been entered, if a problem matches a knowledgebase article, a link to the article is displayed at the bottom of the page. This is only visible if you scroll down, but I'm assuming that it depends on the zoom level of your browser. At the very least could that post-entry link be moved up higher on the page so it is accessible if a pre-entry prompt is not possible?

1602
Kathryn Carter
J
jchaseObserver
asked in Tickets
Can you have sites with different working hours?

I have (4) sites that all have different working hours that don’t all line up with the 7a - 3p default. Is it possible to have each of my sites set to different hours? 

752
Kathryn Carter
O
OTamez 04778 texanscanObserver
asked in Tickets
Can attached pdf be downloaded in bulks

Good morning all,  I was wondering if there was a way to pull PDF’s that have been attached to tickets in bulk. We are wanting to pull every pdf that has been attached to a ticket to review certain materials.  

251
Hannah Bailey

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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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