Tickets

Hello, Having variables in emails are AWESOME! thank you for this.  I took a look here but did not see comment variable to include on ticket email.  What I am trying to do is if a agent is assigned a ticket and I want to add a comment and email them my comment. For example. I might add a comment not visible to the requestor that the student is in 3rd grade so they will need a Dell Chromebook. I would like that comment in the email send rather than just a comment was made.      Thank youRon

Does anyone know if there’s a way to set a default action time? It could be global, or it could be specific to a particular action, either would be helpful.Thanks!

Wondering if a way to exclude tickets based on something (issue type / status) from agent ticket count? Part of our work flow for de-provisioning staff/students is return of district device.  If device isn’t returned it is marked in a lost/missing state while agent works with respective team (HR/School Office staff).  Due to nature of ticket it could sit in agent queue for up to 3-4 wks. As result some agents appear to have a large ticket load when they really don’t/

Is there a way that I am missing to just print tickets directly? I see where you can save the tickets as PDFs and that view is great for the ticket details but I cant see a way to just hit a button and have it print like that. It seems like you have to save it as a PDF, open the PDF, and then print the PDF from there. I don’t see a way to print a clean ticket view right from IncidentIQ. We have multiple processes that involve printing tickets and this would be very cumbersome and time consuming over the course of many months/years. It seems there should be a PRINT option under more that would create the PDF “view” and take you right to a PRINT screen of that view, without you having to locate a created PDF on your computer in another window and then opening and printing it from an entirely separate program. For one ticket, this isn’t a huge deal, but if your daily process involves printing many tickets, this is very inconvenient. Thanks.

I’m not entirely sure if this is a question about how to handle workflow or if its a bug, but here is our situation:We currently have the Site Option “Require Resolution Actions” enabled so that agents have to put in an Action before they can Resolve the ticket. If you select “Resolve - No Issue Found” and “Resolve - No Response from Requestor” you are able to immediately resolve the ticket even if you haven’t put in any Resolution Actions and it just says “COMPLETED STEPS”. It ends up looking like this:(Resolve - Duplicate Ticket gives you a prompt at least before you can Resolve the ticket). While on the one hand I could understand “No Issue Found” not necessarily having a resolution action tied to it (even though there ARE default Resolution Actions that are related, i.e. “Unable to replicate issue”), it ma

Is it possible to export the weblink for a ticket? We have an exited employee checklist that helps keep track of the many different systems we have to remove employees from. I’ve got everything I need in the export except a link back to the ticket.Anyone know of a solution for this? Thanks!

Is there a way to make a main ticket a subticket of another after it was created?

When opening a network ticket the “sensitive information” option is not attached to these ticket. Is there a way to enable this option for Network tickets? 

New to IIQ, sure I am missing something easy but We have been setting up our Ticketing and notice our custom names and layouts are not showing on the mobile app the way they have been set and are showing on the Browser. any thoughts ?

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?