Tickets

Hi All, I have a fairly specific task I am trying to accomplish and I haven’t been able to find the right options to make it work. Here’s the details:I have two teams: “HR Investigations” and “HR Changes”When a ticket is created for HR Investigations it gets several subtasks for that team. After the investigation is complete, one of two things happens. Either the HR Investigation team resolves the ticket on their own OR the ticket is passed to HR Changes to complete other tasks. It’s at this point I’d like a rule to create additional subtasks when the ticket is passed from the HR Investigation team to the HR Changes team.I haven’t found a way to do a trigger “When Team switches from XXX to YYY”. I tried using the “When Ticket Updates….” trigger and selecting Team= HR Changes but that resulted in subtasks being generated over and over on the same ticket so that wasn’t any good.Any suggestions on the easiest way to do this?Thanks

I’ve been using IIQ for many months now, but today it seems that the adding Actions to a ticket is not working, which also means that I can’t resolve tickets because an Action is required. I tried logging out and logging back in, but the issue persists. Any help is greatly appreciated!

I need to move the ticket along from myself to our tech department.  

Is there a way to, within a ticket an agent is working, assign a new or loaner device and have that record as an action on that ticket?Scenario, a teacher walks in with a broken screen. The agent creates the ticket for them, takes the ticket, confirms the issue, and proceeds to assign them a loaner device.I was hoping they could, within the ticket itself, assign that loaner. Then the ticket could show that in the timeline. Maybe it would even add a resolution action somehow. If this isn’t the workflow then what should the agent be doing in this scenario?

We have an issue category (“Loaner Pool”) that we use to issue spare equipment. For example, a student walks in and needs a spare charger for the next period… we create a ticket for a model (e.g. “Apple USB-C Laptop Charger”) without specifying a particular asset and issue a spare from our pool.This lets us track who has which loaner device, while also making it easy to not create a history of tickets that are, basically, irrelevant to, say, their laptop (there was nothing wrong with it: the problem was with the student forgetting their charger).To close these tickets, we have to both return the asset (of course) _and_ ignore the requirement to select an asset.I can see in Site Options where I could turn off “Require Assets to be Confirmed” for _all_ tickets. But that seems… *bad*. I just want to turn it off for those tickets in the Loaner Pool category.Ideas? 

Please add the function to allow agents to forward new emails coming in to an existing ticket when they are related. Users do not always reply to the ticket already made. 

So we are working on setting up where someone can email to create a ticket and are wanting to implement a rule to assign to a team/person based on subject or body keywords. Is there a way to add more than one word in a single rule or do I have to keep writing OR statements?  

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?