Tickets

It would be great if we could have an option under Rules for “When Updated” under Users.If X role updated or changed to Y Role.For example,When a student leaves our district they are changed to No Access.When a staff member leaves our district they are changed to No Access.I would love to be able to make a rule for each situation;The rule to make a Staff Leaving ticket when the role changes/updates from Faculty to No Access. The rule to make a Student Leaving ticket when the role changes/updates from student to No Access.thank you.

Hey iiQ Community!We are looking for guidance—and potentially putting forward a feature request—regarding the most reliable way to trigger a device recall ticket when a student leaves the district mid-year.The Challenge: Delayed User Account DeactivationOur primary challenge is timing. Our Student Information System (SIS) marks a student as inactive (e.g., isactiveinsource=false) immediately upon exit. However, our district policy keeps the student's Google account active for a 30-day grace period.This means we cannot key an iiQ User Rule off of the user account being deactivated, as that's 30 days too late for a timely device recall.Furthermore, we've noticed from previous community discussions (like the one about using "When field is updated: Location" which often fails to execute reliably, that relying on other standard User fields can be tricky.Our Proposed Solution: Keying off the Inactive Google Group

Is there any way to take all of your ticket templates and filter out by a specific agent or team? I have many templates created for our maintenance dept. and when someone leaves, I have no way to pull up all ticket templates that were created for that specific agent and change to a new employees name.  Would there be any way to add a filter or view setting to see agents/teams assigned to ticket template view?Thanks

An agent went to use Ticket Template and it wasn’t present started digging and can not find setting in our site options.

When students need their device repaired, the technicians add the part to the ticket so it removes it from our inventory, however, it shows the cost of the part to the student. We don’t want the students/parents to see the cost, but we want them to see the part was added to the ticket. Is there a way to keep the part visible, but cost hidden? We’ve been entering all costs as $0.00 but this affects our analytic charts. Thank you.

Currently you have to remove followers one-by-one. It’s tedious, especially when you have 85 followers. There should be a way to remove followers in bulk by selecting them through clicking on them or having a checkbox and then a button to “remove selected”, or something like that.TIP: If you do run into this issue, start removing followers starting with the very last one a the bottom, it goes faster than starting from the top and having to wait for it to refresh the list.

Im setting up a ticket workflow for application approval requests. The intended process is for the ticket to go to my supervisor for approval, and then route back to the technician for final processing and closing.The issue is that even after approval, the workflow status remains 'Send for Approval,' which prevents the technician from closing the ticket. Could you advise on how to fix this status update error?

Is there a way to merge duplicate tickets that users have submitted?

If you’re a Staff role user and have “View ticket lists and details” permission enabled, you see all the system actions, SLA stuff, rules being fired, etc. If you take that permission away it fixes it but then you can’t see other tickets at your location, only what you submit. Is this a bug or how do I hide this? 

When I edit custom fields in the Events section, I see a number of fields with a lock icon on them (fields like “Name Your Event”, “Event Description” and “How many attendees do you expect?”) .  Is there any way for me to edit these fields (i.e. make one of the fields required)?

Staff can add followers during ticket creation but not after. They see the tab and can list the users but when selecting them, it says they don’t have permission. How do you grant this? I don’t see a permission for it anywhere. There is a “work ticket” permission that enables it but then they have too much permission. Their role is Agent and we might drop them to Staff later, besides the point, but either way it doesn’t seem to be possible to explicitly allow it unless I’m missing something.

Should be simple but not seeing a way to have IIQ auto create a ticket. I played with Rules on this with limited success.. I hope I am missing what is right in front of me. I know there is ways to do this for an Asset… But I need a ticket created each month around Data queries that need to be pulled. 

Hi Community,How does one go about creating a rule for new requests that filters on the following criteria:Asset Owner of selected device has a “Student” role Requestor is a student or opened on behalf of any studentThe goal is to assign a ticket with a lower priority (like 50) if the device belongs to a student.I see a lot of options to filter by User names but can’t seem to filter by the properties of the User.

Is it possible to list only the fees that have not been paid when running statements? Right now when I run statements for students every transaction prints - even the ones that have been paid. Is there just a way to show only what is due? This statement should be a 1 liner for $35 as that is the only ticket fee that is due.  

We added Events and Facilities this summer in hopes to created a unified, seamless experience for our staff.  Unfortunately, we are not seeing that.  I have discovered that when Faculty submit an event from Ticketing, they do not have the same options as if they were in the Events platform directly.  Conversely, if Faculty are in the Events Platform, and try to submit an IT Ticket, the categories and issues I have created in the Ticketing Platform do not appear.My question is, is there a way to disable the option to submit Events from Ticketing, so that only IT and Facilities tickets can be submitted: AND, remove all of the other options when in Events.  So it would force all Faculty to use Events to Submit Event reservations and NOT submit IT tickets.  

Hello We have a workflow in our organization that when the technician needs a device to go in for hardware repair they change the status of the parent ticket to kick off our workflow everything is working mostly as I want but I just am left with one issue and i’m 90% sure it has to do with the ticket template. I want the asset to be passed from parent ticket to the subticket and for the life of me can’t get this to function as I would think it could.  I have resorted to just using the variables to pass the data into the body of the request but was hoping that the asset could be tied to the repair. Any advice to make this work? 

Hello  We are a large district and we have quite a few unassigned tickets that is showing up for our agents.  How do we restrict the unassigned tickets to only show up for IIQ Admins - I don’t want our agents pages to be flooded with unassigned tickets

I’m pretty sure there isn’t an option to do this but thought I’d double check. Several of our site based technology people would like to turn off notifications for ticket changes but only for specific ticket types. For example, they’d like to get updates to things like website block/unblock requests or provisioning requests, but not Chromebook repair tickets. Mostly because there are far more repair tickets than anything else and it’s a lot of inbox clutter.

Is there a way to remove tickets from a user view from the previous school year? I’m guessing I can make a rule that will do this but wondering if there is another way. Or, do I need to create a saved view that will remove them from being visible?

Is there a way to link a knowledge base article to a ticket to send to the requestor as part of an action? For example, I have a bunch of teacher guides in my google drive that I share in a comment to users and close with a “provided training & support” action. Is there a way, if I transfered those drive articles to the knowledge base, for me to directly link a KB article to the ticket with a resolution action? (instead of having to go back and forth between systems)

I have a Supervisor asking me if there is a way to find view/report/filter/dashboard all tickets that have been submitted but have had no activity on them? I have searched through the community and knowledge base and have not see a way to possible do that.    

Every day one of the IT staff at my location has to reprint student IDs starting at 7 AM. It is not unusual that we doing that until 9:30 or even as late as 10:30 AM! At our last IT meeting for Broward School district they were saying that they want us to use incidentIQ ticketing system so that they can track our productivity. I want an option ticket that is Perform Non-IT Functions so we can document they time it is taking. Can we add this to the “new ticket” options please?

We’ve begun using workflow approvers for many tasks but have run into an issue that requires us to find all tickets with a current approver. Is there a way to sort/filter the ticket views based upon the current assigned approver for a ticket?  

We have an issue available to users to submit a ticket to “restore a deleted Drive file.” As this is a common request, we’ve created a quick ticket for it. When users are clicking submit, they’re seeing this error message. We’ve been unable to find the setting on our end to resolve this. To clarify, I’m still able to enter the ticket through the normal pathway on this user’s behalf, but when she enters it through the quick ticket button, this is what she’s seeing. Thanks for any help! 

Hi all, On the facilities dashboard, there is a standard “open tickets by location” report. I would like to create another one that is the same logic but “Open tickets by agent”. So, a summary count of open tickets by agent. Has anyone been able to create a view/report that incorporates a counter like that? I am only able to pull standard columns into the view and have not been able to find a way how to tally up the lines. Thank you! Minette