Tickets

What is everyone doing with all the event tickets once the events are approved? Is there any reason to keep them open? Do you have them automatically resolving once the event is approved? Thanks in advance for your input,Gary in KC.

Product we use for account automation sends as various email accounts that do not have mailboxes.  As such they bounce when a ticket is updated until requestor and follower updated to remove.  Is there a better way to prevent iiQ from sending ticket updates to these emails?  

Our team has been evaluating whether it’s feasible to incorporate some external departments into iiQ. We regularly have situations where a ticket has been submitted to one department that would be better suited for another, or where one team starts a ticket and then passes it off to another once they’re done what they can. But we’d like there to be, essentially, separate ticket queues for these teams, that an admin could then move if needed.We tried building some custom policies cloned from the default Agent role one, and creating accounts for external departments. Since we don’t necessarily need everyone looking into other departments’ tickets, we also tried segregating them by location and limiting users’ abilities to view with custom policies. Unfortunately, none of these steps really worked the way we needed. It seems like anyone with the Agent role has the ability to see any ticket, regardless of location, and segregating things by location doesn’t seem to have any

We are noticing tickets that are updated or resolved are not showing true status in the summary/list view.   We have checked with 4 other agents and they are seeing the same no matter what view they are using.   Anyone else seeing this?    Ex:  One ticket updated and resolved at 837am but still showing up in our active/open views with waiting on requestor 

I would like to know if there is away to edit where we describe ticket issues in details 

how do i see the number of tickets resovled by an agent, not the number of tickets resolved by the assigned agent?  I can not find a way to pul this information out of the analytics.

What happened to video/screen capture function in support tickets? I could swear I was able to do screen captures with the support tickets and since the support tickets were merged into it’s own section I can’t use Screen/Video capture.

Sorry if this is answered before (I didn’t find an answer yet). There’s an option to sort tickets by submission date/time, but can you sort them by the date & time of the latest update?

Hello, Does anyone know of a way for an agent to have tickets assign the requestor as the owner of the device when creating multiple tickets? I know for single tickets it would automatically assign if you create the ticket from the asset, but for multiples the only option is to select a single requestor that we can see. If not, would it be possible to add a switch to do something like that?

When we submit tickets with attached files, it looks like you should be able to click on it to view or download when viewing the ticket on the app, but pressing it does nothing. Is this a bug or is this feature not implemented? Should clicking on the attachment at the bottom of this screenshot do anything?

I’m brand new to IIQ. I’m looking for a way to set up a tech store where teachers can select specific items (keyboard, mouse, camera, etc.) from a list to request.I’d like those specific items to be listed out on the ticket so that they can only select those specific items. Is this possible? If so, can you point me to some directions? Thanks! 

Hello all! I am a Systems Administrator for a K12 district and need some help troubleshooting a process. I will lay out the issue below:We need a process that looks like this”Student breaks their assigned device and brings it to our Librarian (this person is an IIQ Agent) Librarian creates a tech request ticket that is requested on behalf of the student to get the Chromebook repaired (example: broken screen needing replacement) The moment he/she creates that ticket on behalf of that student for that asset, a subticket should be generated from a template called “Repair Loaners” This subticket should be tied to its parent and share its “requested by” and “requested on behalf of” attributes WITH the parent ticket. That is to say, both the original repair ticket AND the loaner ticket should have the Librarian as the requestor and the student as the person that the ticket is being requested on behalf of The Librarian is the

How do you set a ticket to meet the “criteria” for an established spare pool , as mentioned in the guide titled “working with spare pool assets on tickets?”  We want “issue a spare” feature to be available for tickets with issues like missing devices or daily loaner and cannot figure out how to meet the criteria for spare asset to show up!Thank you in advance!  

Just out of curiosity. What is the difference between these tickets? 

Is it possible to assign multiple users to a subtask? We’re attempting to create a mid year enrollment change check list that sends out to all parties involved.  Some tasks can be completed by multiple users/agents.  The goal is to not create duplicate subtasks for each user.  Thank you

Was just walking some of our agents through dashboard options and they do not have the Tickets by Agent or Tickets by Team. Are these limited to iiQ Administrators only or should all agents have them?

My agents are asking me what does Status: Approved - Partial mean exactly?I looked at the history on the ticket and it shows the ticket was sent for Approval and got Approved by a principal and then got assigned to an agent again. I don’t see Partial approvals in the ticket status. This is the email my agent received:  

Am I missing the search function on the initial ticket creation page?  Our users are getting lazy and just choose issue not listed rather than find the issue that applies to their request.  Having a search function at the beginning of the ticket creation for the 5 main categories would be very helpful.  Anyone have ideas if this isn’t an option?

We are constantly sending out UPS labels to our families and staff as an attachment to a comment so as to facilitate the return of equipment.  I have many people tell me they cannot find the attachment.  Eventually, they do find it and many have told me its labeled as “Screen Recording”.  The UPS label is attached as a PDF file.  Is there a way to make the attachment more obvious to the recipient?

Hi!I have a really nice custom view named “IIQ support tickets", which includes a number of useful columns such as “Issue description”, “Submitted on”, “Last Update”, etc. These columns give me a lot of versatility when it comes to sorting/organizing/managing my tickets. However, it seems since IIQ introduced “View My Support Tickets” my custom view stopped working. Is this a glitch are we now being forced to use “View My Support Tickets”?  What I don’t like about “View My Support Tickets” is that it takes more clicks to get there, and it doesn’t seem to allow customizations, which makes tickets harder to find, unless I’m missing something?Thanks in advance for any insight.PS: sorry for the typo in the title, i don’t seem to be able to correct it 😬   

How can I create a filter containing tickets that are "Assigned to me" and “Unassigned”?I want the filter to only show me the tickets that are mine or need someone assigned to them.The filter allows me to select multiple selections in most things, but not who the ticket is assigned to.

Does anyone automatically create a ticket for a new student/staff that is synched from Genesis? We are looking to generate a ticket for new students or staff that are created via a Genesis sync. We currently do a nightly sync from Genesis (Student Information System)  Thanks!

Wondering how other groups that are using iIQ in a Tier support model handle escalation. What rule or statuses might you be using that prevent Tier 1 from escalating to Tier3 without going through Tier2?

I’d like to create a rule that occurs on the trigger “when updated” that triggers a status change. What I’d like is that whenever a requestor updates a ticket, it changes the status to a custom status. In our case, “waiting on tech”.  I see a way to change it based on a comment change, but I’d like that to be specific to requestor change and not if an agent adds something.

Is there a way to hide some of the default workflow ticket status? There are many options we don’t need.