Tickets

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.

How do I add a materials purchase from the hardware store to a ticket? Also, how would i attach a scanned copy of the receipt to that same ticket?

I want to make sure I’m doing this whole survey thing correctly. We want to generate a survey for every ticket created in our district, our users don’t respond to them very often so we’re throwing a wide net. We also don’t want to send surveys to anyone in our department. I have it currently set up so that every ticket that is resolved generates a survey for who the ticket was created for. My question is, if a ticket is created by the user experiencing the issue and the “On behalf of” field is blank, will the user that generated the ticket get the survey instead? I am unable to check both boxes to have surveys generated for the user that creates the ticket and the user the ticket is created for. I want to make sure that if that field is not used it will go to the user generating the ticket instead.

When I type in the comment box in a ticket, my text looks like this:  After submitting the comment and clicking “Show more lines”, it adds an extra line between each space, and my signature has two spaces in it when it didn’t before.  This is what also shows up in the email that gets sent to the user: Which does not look great when sending emails. If I click “F

Hello,I’m looking for the best way to accomplish the following:When an agent works on a chromebook ticket, we need a way for them to mark the ticket in a such a way that our secretary is automatically notified by email what the level of damage is.  My idea was to create a resolution action for each level of damage, and then create a rule that sends the email when the ticket is resolved if one of those resolution actions was applied.  The problem is that there is no supported Variable Data Point for the resolution actions.  So basically the email doesn’t contain info about which resolution action was applied.  Sure our secretary can click on the ticket to find that information, but I really want it to be included in the email.  Is there a better way to do this?Thank you,

The “Visible to requestor” checkbox is defaulted to on when adding action items to a ticket (unless it’s a shortcut we’ve set up where we can uncheck the box). Where can I find the setting to turn this off for action items (that are not our shortcuts)?

As the subject states, I’m trying to understand what the use case is of the option "Do not process any more rules" when creating a Rule. As far as I can tell, having that option clicked means any Rule further down the list is simply ignored (similar to setting the ticket to “Currently Disabled”) when creating a ticket. For greater specificity, we initially had the “Do not process any more rules” option selected for the second rule listed in the ‘when Created’ category, which then meant any other tickets listed further down were not processed. Is it just an easier way to have a long list of Rules that you want to manually control when that list is active? For example, if you had 10 rules in that category, but wanted to manually change it so that only the first 3 were active you could click the "Do not process any more rules" and simply stop the Rules engine there rather than having to individually disable all of the further rules in that category?Reading the Knowledge B

We have the My Classes option enabled, but not the check in/check out feature. When a teacher goes to the class, that is populated from the sis and shows the students and the devices, and clicks on submit ticket, it acts normal when starting the ticket, and then remove all the progress in the breadcrumb trail and starts from where it asks for the users location(and can select it from the list). If I select a teacher from explorer and select their classes, I can click submit & it works fine. It starts me at what issue is this about. It almost seems like a permissions issue, but I don’t see what would need to be selected. I have viewed the best practices video and nothing mentions needing to set permissions.Not sure if it’s important, but the teacher sees a read only tag next to the names of the students.

When I assign a ticket to a different agent I am automatically made a follower on that ticket. Is there a way to disable/toggle this feature? 

If I start a ticket, do the work but a coworker resolves the ticket, does it count towards my metrics in the reports, his or both? 

Is it possible to create a rule that applies to any ticket regarding a specific Software/Online System?I attempted to do so, but I can only see ‘Issue Types’ or ‘Issue Categories’ - and that leaves me with just three ticket options, when that platform has dozens.

Hello! Why are custom labor rate types only available for Facilities? I would like to be able to track different labor types in IIQ Ticketing for IT issues as well. Traditionally our administration staff want to be able to run reports showing how much travel time our employees spend driving between tickets and do not want it lumped into the labor hours for a ticket (“Spent 30 minutes driving for a 5 minute ticket” vs “Spent 35 minutes driving to Site Y and turning on the power switch on the surge protector the customer didn’t realize they had turned off by kicking it with their foot. Again.”). If we could get this functionality, that’d be really cool!