Tickets

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!

Is it possible to sort tickets by the date they were created? One use case would be when there’s a reported issue to review the latest tickets to help determine if it’s a sitewide issue or just small scale. 

LOVE the new KB enhancements - can we see these same options integrated with our Support Ticket comments and the email notifications that users receive?

I want to add requestor name and ticket id in the email and or subject line of a stale ticket notification. I can’t find anywhere telling me if this is doable or not. I also would like to be able to see a sample email before activating the rule.

Is there a way to bulk Unassign tickets from a specific agent? Not a team, just from one agent.

Is it possible to attach an asset (provided the client only has one) to a ticket via ticket template? I don’t see a way to do that (though I do see a way to change the asset status.) I’m looking at that before writing something myself to the API.

Is there a way to customize the initial 5 Ticket Types in the ticket creation menu?

How can I keep a ticket from opening back after the requestor add a comment? 

All,I am hoping there might be a way to pull a snapshot of the Analytics Explorer that is interactive in the way it is within iiq, externally for presentations?   Or other options other than a static image or pdf. Thank you

We recently purchased Schoolpass and I’m trying to add it under “Software / online systems” but I’m unsure how to create a custom piece of software. Any help would be appreciated! 

We’re looking to automate the creation of a “Repair Request” ticket after the resolution of an “Issue” ticket and need to link a singular asset between the two. Our current broken device workflow is that we have spare devices at each school that, when a staff member/student brings in a broken device, are checked out and become the user’s new primary device. In this case, we have our “Issue” ticket being created and resolved when the student/staff member gets their new device from the spares, but we need a “Repair Request” to then be created and assigned to our repair team since the device is still broken, but the original “Issue” is resolved. We have tags created to designate these ticket types, a basic ticket template, and a rule that already automatically fires the creation. However, I can’t figure out a way to link the original asset from the original “Issue” ticket to the new “Repair Request.” Is there any way this is currently possible?

Hello everyone!  My name is Juan and I wanted to ask if it was possible to assign different agents during the ticket procedure.  As an example, I’m a checkout specialist for my district and my duties require me to research and approve if students can check out devices.  I usually look at their IIQ account and check to see if there’s a history of incidental damage and repeated fees.  After I research this information we’ve typically used a Google Sheet to track our activity during the month.  Once I’ve done my part it is then up to our techs to either repair or assign replacement devices when they personally go to buildings throughout our district.  Can I hand off the ticket and assign it to another user without losing any of the history assigned to that ticket?  If so, what are the proper step to follow?  Thanks everyone.