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

  • 771 Topics
  • 3,230 Replies
772 Topics
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

2632
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. 

11311
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

1001
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!    

862
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 

2233
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.

1295
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,

3221
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?

1612
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
J
JLandry 2174c43 ppsbObserver
asked in Tickets
Rules Tickets when Updated stuck in a loop

I created a when “updated” rule that will assign a ticket to a specific team and change the status when a resolution action is preformed. The rule works when the action is preformed, but any further updates to the ticket will retrigger the previous action again and cause the ticket to loop. How can I keep this from retriggering the rule? 

1045
Hannah Bailey
B
BSilver 4875813 chelmsfordObserver
asked in Tickets
Agent Cannot See Unassigned Ticket Queue

I have an agent who cannot see the unassigned queue. If we assign a ticket to them they can see it and if they unassgn it from themselves they can then see it in the unassigned queue. Any ideas why they are unable to see the tickets until they are assigned to them and then unassigned?

572
B
B
Contributor
BLG6Contributor
asked in Tickets
Ticket Scenario Question

We are looking for a way to provision user accounts with one ticket, in which multiple agents perform portions of user account provisioning. For instance, one person creates the initial account, another person creates an account in the student infromation system, another person creates an account in the papercut software for printing, another person creates the users phone extension/voicemail ,etc.Is there a way for multiple agents to work from the same ticket? Or a way for a ticket to move on to the next agent in the workflow of account provisioning?  Hope this question makes sense.

642
B
Contributor
CBaker 1471f68 rolla31
CBaker 1471f68 rolla31Observer
asked in Tickets
Custom view: All open incidents without work package

How can I create a custom view for all open incidents that are not in a work package?My current “All open incidents” view is a bit cluttered with many things that are honestly being tracked via work packages. I would love a view to see all of my incidents assigned to me that are NOT in a work package. Is this doable?  Thank you. 

574
Kathryn Carter
P
PTranchida 4235870 rochesterObserver
asked in Tickets
AD SSO and Password Synchronization

We have Microsoft Onsite Active Directory (v2) IIQ App installed, however when our staff change their password, they lose access to IIQ.  We had our sync setup to run dialy, but since we have over 2000 users, not sure what best practice or suggestions are for a sync schedule.  I was looking at running every 30 minutes, but was told we should not.  What is everyone else doing, or are you just telling them, that after a password change, you can not use IIQ for until the next day?

1093
Kathryn Carter
J
JRParkerObserver
asked in Tickets
Report / Analytics for ticket timeline

Is there a report for showing the timeline of tickets? We have rules that assign tickets to local agents, but my helpdesk is always reviewing tickets and cherry picking tickets to resolve or re-assign.   My CTO wants a report to show what tickets the helpdesk has taken over, and from who and where.   

961
Kathryn Carter
M
MWeltlich 650d670 lakelandk12Observer
asked in Tickets
Making "Describe Your Issue" box required

Is it possible to make filling out the “describe your issue” box required before a user can submit a ticket? We have many users that ignore this box because it is not required and therefore we don’t get as much relevant information about their issue as we would like. Is this possible in any way?

651
Kathryn Carter
mmickey
Contributor
mmickeyContributor
asked in Tickets
filter tickets by request details/issue decription

Perhaps I’m missing it, but is there a filter for the request details field in a ticket? We sometimes have users that don’t place the request into the correct issue, but add a note in the issue description field.

411
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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