Tickets

Hi! I have two coworkers that, I believe, have the same general level of admin access but different options within a ticket. Employee 1 has an option to “Return to Dashboard” or “Print” in the bottom right corner of their view of a ticket (pictured below), which allows them to save a sort of receipt, or log, of what was included in the ticket. The other, Employee 2, does not have the option but would like it. Does anyone know what needs to be toggled to give Employee 2 the same ability? Employee 1’s option 

Is there a way to configure the dashboard unassigned queue so that each technician only sees the locations that they are responsible for?

Good morning! What’s the best way to setup IIQ for the following idea?  My tech will submit a ticket for a broken screen and perform the repair.  After he is done, I want to get notified that I will now need to generate an invoice for the student and their family.  I feel like I’m over thinking it, but wanted to see what others have set up. Thanks!

I have a few Powershell scripts that are generating data that is useful for some teams. I’d like to add files, mainly csv, to tickets during ticket creation using the New Ticket API. I’ve got ticket creating sorted with no issues but I’m having trouble finding good info on creating the file through the File API, and then adding it to a new ticket. Has anyone found something that worked?

Afternoon!I am looking into creating a rule that only fires when the Subticket has been resolved, in which the Parent Ticket goes back into “In Progress” status.  Right now, the rule on creation places a Tag on the parent ticket called “Waiting for Department Escalation” and changes the status to “Waiting for Department Escalation.”  When the department closes the subticket, I’d like the Parent ticket to go back into “In Progress” automatically.   I’ve tried comments, resolution actions, and everything in between to create a rule on update.The problem is that the closing of the Subticket is slow, and the Parent ticket updates too quickly so it doesn’t catch the next Rule.  Also, ignore the Issue Types: TEST TICKET That’s my sandbox so it doesn’t happen anywhere else except with test tickets. Help!

I am wanting to know if anyone knows how to create a filter to view users that have had multiple tickets.  The issue is, we want to see students who have had multiple devices checked out to them or tickets to keep track of students who are mistreating chromebooks.  We create a ticket for repair when a chromebook goes out, it would be nice to see what students have had multiple asset changes/tickets.

Sort of a silly question. Is there a way to unmark a ticket as urgent?

Is there a way to see what issue is assigned to a ticket after customizing the subject?I know that the subject defaults to the current issue, but we try to customize our subjects for tickets relating to projects, shipments, etc (mainly our more vague issues). Is there a way/place to show the current issue besides the subject line? I know you can hit that pencil icon and look for the old subject in the timeline, but I was hoping for something a bit more user friendly for our agents!This has mainly come up in the context of agents confirming the issue of the ticket they’ve been assigned. “How do they know if the issue is correct if they can’t see it anywhere?”

I am trying to recreate the metrics on the analytics dashboard, specifically the “Response Time Average for all ticket statuses”I have created a custom ticket view - but when I export the data and calculate the average it does NOT match the average response time when I am on the same custom view, and click analytics.Has anyone else had this issue?  What does specifically the “all ticket statuses” mean? Thanks!Jenn

We have a couple of long term substitutes in our district. I would love for them to be able to use the My Classes option to submit a ticket in iiQ. However, they show that they have no students. These teachers are added to the SIS as substitutes. One was a co-teacher with one of our regular teachers, but is full time now that, that teacher has gone on leave. How can I allow them to use My Classes?

Under ‘Administration > Ticket Statuses’, when I create a new Status, there are options to select Workflow and Workflow Stage. How do I edit the Workflow and Stages of the Workflow? The only workflow in the list is ‘Technology - Default Workflow’, and it’s a searchable list… so I’m assuming more can be added.

In our setup, we email the invoices we create to the student’s building secretary, and they handle reaching out to the family. When selecting the email invoice option, there is only a text box to type in what email addresses to send it to. This leaves opportunity for typos and then it doesn’t get to the intended recipient. It would be awesome if there was a drop down selection option. This could be something you set up within the Fee Tracker settings (something like commonly used recipients) or even a drop down containing all staff members to search out of.

I have a custom status of “Waiting on Student Pickup” that triggers a 30-day rule that will change the status to: “Needs to be Disabled” if it’s not picked up.At the moment, if an update is made to the ticket, the status automatically changes to “In Progress” and essentially starts the clock all over again because we have to manually change it back to “Waiting on Student Pickup”I want to create a rule to not change the status if updated when a ticket’s current status is “Waiting on Student Pickup” but that is not an option; or at least I can’t find it.

How do you add another tech to the ticket 

I’m trying to set up a ticket template not tied to a location I can use for checking out temporary AV devices. Open a new ticket Edit requestor to the appropriate user (changes the location to their assigned location/room) Select the ticket templateOnce I’ve selected the template, the location is changed to my default location. After submitting, the user is changed to me. Can a ticket template not use the information on the new ticket screen? I don’t want to submit a ticket for myself then have to go back and change all the info for the actual user. If the workflow should be selecting the template first, why can I not select the user before submitting? Even going through a user profile to submit a ticket, trying to use the ticket template changes it all back to my info. Am i missing something? Also, to accomplish this, I’ve created “dummy” model/issue categories and issuse under the “Device

Since the rollout of the new permission system, our remote support ticketing workflow no longer functions as there is a required field on the main ticket entry page that doesn’t display any drop-down data. We opened a request with support who said it is a custom field that needs to be added to tickets of the “Remote Support Ticketing” type, however that is already done and we can’t seem to locate where any of these fields are defined in when looking at Custom Fields. We can not locate where the fields of “First Name”, “Last Name” and “E-Mail address” are assigned to the first step in our Remote Support Ticketing workflow. Anyone have any tips for finding this?   

Hi Everyone! We just started with iiQ (2nd full week in) and are running into an issue with duplicate tickets. In this instance two seperate emails were forwarded to iiQ and tickets were successfully created, but each ticket was created twice. We have gone through the tickets and verified they are the exact same and talked to the sender and confirmed they only sent the email once per ticket. Any ideas on what could be causing this or how I can prevent it in the future? We will be using the email to ticket feature a lot and the last thing we would like to see are a lot of duplicate tickets. Also another question related to these tickets. For both of these tickets the body of the email was not included in the creation of the ticket, so we are only seeing a subject line and a blank ticket, plus the

We are utilizing Remote Support Ticketing and parents are submitting tickets(as guest) who have students at more than one location.  I.E. - Student 1 attends High School, Student 2 attends middle school.  If I enter a ticket with my guest email for student 1 and select high school and later enter a ticket for student 2, my location defaults to student 1’s location despite the fact that I chose a different location on the initial screen.  This in combination with the security password is creating a very unpleasant experience for our parent population.  How can we resolve the location defaulting to a parent’s previous choice.  (This also occurs when a student moves up in grade level to a new school, Parent’s email is attached to old location and default(and routes) to that location). 

Hi there everyone, I wanted to reach out to see if there was a way to audit ticket actions for deletion. I have a few tickets that are getting deleted and would like to see who is deleting them? Right now, all I can see are the rules that may apply to the ticket and the status change notice. Nothing comes up for deletion. Is there something I am missing?

I have been encountering some issues with email notifications not being sent out. Sometimes it’s a hit or miss if email notifications are sent, and there’s always a 2-3 minute delay if they are sent. A staff member, who is not an agent, has not been getting email notifications when a ticket is assigned to her team. She is the only person on that team. All of her email notification settings are turned on and other Teams are getting email notifications with no issues. She has received emails in the past, but I guess within the past two weeks or so it has stopped working for her.  Now I will say that there is currently a bug with our site options that won’t let me save any changes, so as of right now all notifications are “turned off” because I was testing some rules and now I can’t change it back (very frustrating). However, that shouldn’t matter right? Because each user is able to override those notification options (which makes no sense to me as to why that is possible

I’m not sure if I’m missing something… is this really the only way to Follow a ticket?  This is so tedious. Why not add a “Follow Ticket” action for Agents right here?  

Is there any way to update a ticket via Email other than using the specific 'Reply-To' address? Is that the only method Incident IQ uses to identify and associate responses with the correct ticket?

First iiQ isn’t loading.Second I am not able to even put in a trouble ticket for help.

We take in some emails from parents who don’t have access to our ticketing system. Often info will be included in the subject line of the email, but when that gets copied into a ticket only the body of the email makes it in, not the subject line. Is there a way we can retain that so we can see what the subject line says when converting into a ticket?

I have a school district that has a spreadsheet of devices and their problems. They are using the Trafera implementation as well to have them sent off for repair. They are asking if there is a way they can upload that spreadsheet into IIQ and it auto-generates tickets for each device. I’ve look around on the site and could not find anything that looked like a way to do this. WIth all of the blanks and boxes that need to be filled out on each ticket, I didn’t think there was to begin with either. But I’ve missed things before and thought it wouldn’t hurt to ask.If this isn’t an option, would it be something that could be implemented? Maybe at the understood loss of more detailed information, like site codes and people?