Tickets

We are trying to create a rule to assign tickets to the most available tech in a specific team at a specific location and I cannot quite figure out the logic on it.  We have 3 locations with 2 techs each.team 1 @ site 1team 2 @ site 2team 3 @ site 3 we want to assign tickets for site 1 to team 1 then to the  most available tech for that site . The same for the other 2 sites. I am trying to keep this all in one rule but I am un sure of exactly how to lay out the filtering. Any help would be appreciated. .  

One issue I'm having is when I select the issues under the default category, they do not appear when I create a ticket, but if I manually create a Category and add issues, they appear when I create a ticket. What am I doing wrong? Also, I would like to have the ability to edit the default Categories.

Currently, you can generate a rule that allows you map the requestor by the parent requestor, parent agent, or even parent custom field. Is there a way for us to use parent ticket attributes for existing subtickets? Like Set Issue → SetParentIssue, Set requested for → ForParentRequestor, etc etc, 

I’m currently downloading information from Incident IQ and online I can see each instance of a ticket with [Assigned To] with the Team Name that they belong to, but it doesn’t print out a column of team that the ticket is associated with, nor when the team changes.  My question is: How do you print out into Excel what Team the [Assigned To] belongs and the date times that the incident ticket belongs to which teams (including those date times)? Do I have to create a Custom Column or Custom Columns for where the teams can print-out in the Excel (including DateTime columns)? I can see where the information of Teams are located under [Assigned To] online, but those teams don’t print out at all to Excel in downloads nor do any of the date times from when the incident moves from team to team.  How do I get that information to print out in the Excel downloads? Are there settings? Do I have to create Custom Columns for those to print out in Excel upon download? 

I am trying to create a rule based upon whether or not a student has a signed AUP on file.The basis of the rule would be IF a student doesn’t have a signed AUP on file THEN display a message stating that “This student is not allowed to have a school issued device.”, or just prevent devices from being checked out to them altogether would be even better.Has anyone been able to successfully do this or have suggestions on how to make this happen? Thanks!

Hi!  Looking to find out if anyone knows if, in Analytics Explorer, the “Ticket Resolution Over Time” section includes any “on hold” status of tickets? Wondering if when a ticket is put on hold, the “clock stops” for that ticket, and any time spent “on hold” is excluded from performance calculations.  Thank you!

When deleting a ticket, does the person who submitted it get a notification?We have a backlog of a few tickets that were duplicate issues already resolved and I’d like to just delete them - but don’t want to do so if it will generate an email to the user and confuse them.

Scenario: You receive 2 separate tickets on the same problem, but  from 2 different aspects of the problem. So they are related, but not identical. Question: Is there a way to link these 2 tickets together for troubleshooting and resolution?

We enabled the version 2 of the menu bar. When switching from ticketing to facilities, it used to change from Blue to Green. Is this going to happen with the new menu?

What happens when agent user profile is deleted?  Are tickets attached to the profile deleted as well? Thanks!

We’re in the process of rolling out iiQ ticketing to our district. In our previous system, we used teams in a similar fashion as we plant to in iiQ, however one thing that’s different is that we made team assignment required, and the agent had to be a member of the assigned team in order for the ticket to be assigned to that agent. I noticed that in iiQ this doesn’t appear to be an option. I’m able to change the assignee to any agent on a ticket no matter what team the ticket is assigned to. Is there a workaround for this?

We will be new at using this system this year. As we work out the scenarios and procedures we are trying to figure out systematically how to maintain record of loaners for DAILY “forgotten devices” .. I believe we only have two options:(1)  Manage them directly from the Spare pools or within check-in/out   (2) Create individual tickets for each student forgetting their device, then issuing the spare within the ticket.  We find option 2 the most time consuming and likely difficult to process.What is your process? Thank you in advanceMatt

We’ve recently switched to IIQ as our helpdesk. I’ve committed myself to doing the hard work of setting it up well from the start so we don’t lose effectiveness and efficiency over time. We’ve struggled a little getting use to a different layout. One thing that catches us is the granularity of IIQ. This is one on the reasons we liked it but we’re finding setup can be a bear. We recently realized that our Resolution Actions were set to whatever the issues defaulted to (which doesn’t appear to have any rhyme or reason). If we added issues, not even custom issues, no resolution actions were assigned. This was having a negative effect on how we were resolving our tickets.I found the article in the knowledge base “Editing and Creating Custom Resolution Actions” which helped me add some custom resolution actions and informed me how to update others. Adding Resolution Actions turns out to be quite cumbersome. After a consideration for my time and a discussion with my team, we decide

Starting today (Monday 3/20/23), email from IIQ for new tickets appears come from the ‘System Service’ account, instead of the user who submitted the ticket.  It was very useful to be able to see who the ticket was from in the inbox, without opening the message.  Is this a setting somewhere that can be changed back?  vs. 

Is there any way to make subtasks required to complete so a ticket cannot be closed without it 

We have a few district wide tickets that need to be put in correctly so they go quickly to the right Agent. I had accomplished this previously by naming them with a symbol at the beginning, so the ABC Order sort stuck them above all other Software issues. This seems to have changed recently and I can’t get it to go back up there. Any ideas on how I can fix this? It’s causing havoc to our Web Team and Safety Team.

I’m trying to make it so an agent of ours has access to all tickets for a specific software we use, but tickets within our organization are linked only to physical locations.Is it possible to make this kind of role for an agent, or would we have to only have them listed as a follower on said ticket?

Is it better to report bugs through the community or through IQ? Is there a current bug list that are being worked on?

Has anyone had this issue with the recent IIQ Mobile update v3.8.7.23022301 where your single sign on service is no longer an option?  We use Classlink and after this update the option button to login with it is gone and we can only sign in via username and password, but that will not even work.

Hi everyone,We’re working through a process issue here, and I’d like to see what everyone here thinks.  We have some agents that regularly add a lot of followers to a ticket, as input from several departments might be needed.  Most of these followers have Faculty permissions.The followers can reply to the notification emails to add comments.  If they try to view the ticket, however, they can’t.  I am thinking this normal, since the faculty user does not have permission to view all tickets, correct?The only way I can think of to allow those faculty users to add comments from inside IIQ would be to either make them an Agent, or assign view and edit rights to individual users.How do y’all handle this scenario?  I’m open to suggestions. :)Thanks,-Ricky

Is there a way to set the default school calendar? When I go into create analytic reports I have to set the date every time. 

After a ticket has been resolved, can a requestor reopen a ticket by replying to the email notification? At the bottom of the email notification, it says “If you would like to follow up, add comments or communicate with followers on this ticket you may reply to this email at any time”. I tried testing it, and replied to an email, my comment showed up on the ticket, but it did not reopen it. 

Is there a way to export configured issues/resolutions from one model and import them into another one? We have over a hundred different device models and get new ones all the time. I would like to be able to configure one model’s issues and subsequent resolutions, export them and import them into other models so I don’t have to manually add them to each model we have in our system. 

Anyone having issues where the ticket is not updating? Changing the status or resolving a ticket does not change the view for us even though it says its changed in the timeline.

I would like to be able to create Tickets to track desired Change Management items.   Like adjusting ticket templates, and what not.  Creating that as a ticket for myself so track my work.   Can I do that, or am I missing something?   Thanks,Allyn