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

  • 771 Topics
  • 3,223 Replies
772 Topics
D
dmwitmerObserver
asked in Tickets
Adding "comments' to a filter

As the Admin, I need to periodically create a report for a specific Agent which includes all the data about a ticket including including the “comments” thread. I can find every filter to include in the view to get ready for export but NOT “comments”. Help please.

381
Kathryn Carter
C
curtinatObserver
asked in Tickets
Custom Ticket Rule That Sends Asset Details

Is there a way to create a custom rule to send asset details along with the description of a ticket to a specified user\email?Example:When we need to order toner from our vendor they require the asset number, serial, model, manufacturer, along with what is needed. Currently we utilize a google form to accomplish this. I would like to utilize IIQ so that we can have better visibility. Any help would be greatly appreciated. 

902
Hannah Bailey
L
lgladmanObserver
asked in Tickets
Is there a filter for other agents as follower?

As a people manager, I’m try to find ways to support and provide targeted feedback to me team. Is there a way to filter tickets, create rules, or fire surveys based on the criteria of ‘X’ user or agent is a follower? I know I can create a filter for these things where I am a follower, but I’m falling short in finding a solution for these other scenarios.

844
L
S
Sherri HObserver
asked in Tickets
Fee tracker

I was wondering what filters you use to view all fees collected through fee tracker and no other souce but manually entered. Thank you 

811
Hannah Bailey
J
Participant
jo.cpaParticipant
asked in Tickets
Is there any type of decision tree for users/support staff?

The list of issues for can sometimes be difficult for a novice to navigate.Does iiQ or any partners have an interactive decision tree entry point for tickets/issues?  Something that is a bit more intuitive.

371
Hannah Bailey
K
kjohnsonObserver
asked in Tickets
Automatic Email Sent to Submitter When Ticket is Created

We’re looking into having the system automatically send an email to the submitter when they create a ticket. This would serve as a confirmation that their ticket was submitted successfully and could include some additional generic info for follow up. I see that there is an option to enable a notification to the owner when a ticket is created but that seems to only send it to the owner if they weren’t the one who created the email (it was submitted on their behalf). Is there a way to send an automatic acknowledgement email when a ticket is created?

843
Kathryn Carter
J
JBenitez 243b983 exhsObserver
asked in Tickets
How can I attach a knowledge base article to a ticket and send as a resolution?

I would like to be able to send a Knowledge base article to a ticket submitter.   What is the best way to do that? 

3431
Kathryn Carter
zige
Participant
zigeParticipant
posted in Tickets
Can I just straight up not use resolution actions?

Can we just instead default all resolution actions to a text box that agents can fill in with text snippets maybe? Trying to figure out how to make the resolution process go faster and having to click through actions is taking way too long.

863
Hannah Bailey
zige
Participant
zigeParticipant
asked in Tickets
Is there a custom field that allows me to have a custom message / "FYI" visible?

I want to just have a box that has some details in it. Nothing the user can edit, just an FYI of sorts. It would be visible on the final step of the ticket creation process. Thanks.

1522
Hannah Bailey
zige
Participant
zigeParticipant
asked in Tickets
How do I add/remove fields from the "Describe your issue" screen?

We don’t need all these questions to be listed on this screen:How can I remove some of these questions? For example, the request for a room number? Can I edit the text that appears there? Can I add my own questions?Thanks.

4004
Hannah Bailey
zige
Participant
zigeParticipant
asked in Tickets
Can I create my own parent category for models?

I’d like to create my own parent categories that can be selected when creating a ticket.Do they have to be nested under an IIQ-provided category to be visible? (e.g. Computers, servers, etc.)Or can I create my own and have it placed under Other or someplace else?Thanks.

1688
Kathryn Carter
P
PSahu 133de35 parkwayObserver
asked in Tickets
Disable status change mails

Is there a way, that I can disable the status change mails for some of the followers ? other than removing and adding them for every status change. There are a couple of reasons for this requirement, one being that even the “waiting on requestor” mails keep popping in the followers inbox, with no recent mail body, but lot of status messages in the email, which simply confuses the end user, who is outside network and are not IIQ users.

742
P
therealt
therealtObserver
asked in Tickets
Approval Process

How can I best simulate an approval process flow with ticketing?  For instance, a user submits a ticket requesting a widget.  That ticket should route to her supervisor for approval and then to IT for procurement. Any ideas?

2455
JAdkins_iiQ
Cozmo03
Participant
Cozmo03Participant
asked in Tickets
Issues with IIQ - Nov 1, 2022

We are having issues with IIQ this morning, it is 8 AM CDT, and we are unable to update tickets or re-assign tickets, anyone else having this issue? The status page looks like everything is fine. Just wondering if anyone else is seeing this?

787
Cozmo03
Participant
J
JMaier 980539d uofdjesuitObserver
asked in Tickets
Waiting on DOE status

What does DOE mean in this status option?  

2792
Kathryn Carter
C
caroltangObserver
asked in Tickets
Issue when adding tags

Hello, our team is having an issue with adding tags onto tickets. When clicking on the button to add a tag, the search field does not expand and we aren’t able to see tag suggestions or what we are typing. This is occurring across multiple browsers and devices. 

362
Kathryn Carter
C
Contributor
ccooneyContributor
asked in Tickets
Agent Users Read-Only on Own Tickets

Hello,My facilities guy here is an agent on our helpdesk (so he can access facilities tickets) but he is also a user who my tech office supports. When he files tech tickets, however, he reports back that he us unable to respond on that ticket because it is read-only to him.I suspect this is because he, as an agent, cannot access and comment on normal tech tickets, but he’s  the one who filed the ticket. Is there some way I can thread this needle in settings?

2036
C
Contributor
JAdkins_iiQ
JAdkins_iiQiiQ Community Manager
asked in Tickets
How do I adjust my notifications?

I want to limit the number of emails I receive. How do I update my email notifications?

1503
Kathryn Carter
A
ATrujillo 7438baf chathamncObserver
asked in Tickets
Activity Types

Hi, Does anyone have a list of the TicketActivityTypeId.I’m trying to use the API to find tickets that were marked as resolved and later changed to in progress again.Thanks.       "ActivityItems": [        {          "$type": "Spark.Shared.Models.TicketActivityComment, Spark.Shared",          "TicketActivityCommentId": "6xxxxxxxxxxxxxx1",          "CreatedDate": "2022-10-07T16:17:18.493",          "ModifiedDate": "2022-10-07T16:17:18.493",          "TicketActivityId": "6x-7d46-ed11-xd1",          "ByUserId": "30821cxxxxx-xxxx-xxxx62dbca2",          "Comments": "Chromebook was in my box. Issue was corrected by information below.\n\nPutting back in your box shortly.",          "TicketActivityTypeId": 6,          "ExternalId": null,          "IsPublic": false,          "Meta": null        }  

944
A
B
bellbradleyObserver
asked in Tickets
Splitting tickets between 2 people

I’m sure I’m just blind but I’m looking in the rules engine for a good way to split the tickets at 1 location between 2 techs. My idea would give a tech every other ticket.  I was looking for more documentation for “Assign to most available team member” in the rules engine but can’t find anything. Would it just assign it to the tech with the lowest number of open tickets?

3086
B
Jim.Sch
Contributor
Jim.SchContributor
asked in Tickets
Filtering ticket stats?

Is there a way to put a filter on ticket stats?  I like the quick view aspect of the stats but I would like the ability to filter out certain statuses. A good example of this would be the “In Repair (Vendor)” status.

594
Jim.Sch
Contributor
Jim.Sch
Contributor
Jim.SchContributor
posted in Tickets
Ticket statuses

Currently I have an excess of systems which have been sent back to our vendor for repair. As the “In Repair (Vendor)” status still shows up in any raw statistics (especially the Ticket Stats widget) it gives misleading information. What is the best practice for handling devices that have been sent to a vendor for warranty repair?

811
Kathryn Carter
R
ryanlehmsObserver
asked in Tickets
Require a comment when changing status?

Is it possible to require a comment when a technician changes the status of a ticket?  We have the option to put tickets “on hold” and it stops the SLA clock. I’m fine with that option being available to my technicians, but I want them to be forced to explain why they’re putting a ticket on hold.

441
Kathryn Carter
O
owenObserver
asked in Tickets
searching for all tickets with a certain action item

is there in anyway that i could pull out a record(s)  from all the tickets a certain action item like for example “invoice issued”  because i needed to know how many ticket(s)  that have “invoice issued” and identify all of them 

1168
Hannah Bailey
davecarty
Participant
davecartyParticipant
asked in Tickets
Can I create a rule to give rights to a ticket?

Our district is expanding its use of IIQ quickly to encompass more than Technology Support Tickets. The new Forms app is accelerating the expansion even faster. This is leading to some security concerns. For example, if you need access to all tech support tickets you don’t necessary need access to the tickets containing form data our Grant department is using. So far I’ve controlled access 2 ways.Give an Agent rights to the tickets for a particular school When an Agent is assigned a ticket, then they receive rights to itI’m now trying to determine if a third way is possible using Rules. For example, if the Category is Devices and the Location is XYZ, give Agent Jim, rights to the ticket. So far, I’m thinking this is not currently possible, but I thought I’d get some second opinions.

784
davecarty
Participant

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