Tickets

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 

We have a ticket issue that is “Request Fob”. I am wondering if its possible when someone clicks this issue that they are redirected to an external link rather then describing the issue. Is this even possible?

We are looking to have fees automatically assigned to users when a ticket is put in for certain things such as “Broken Screen iPad Screen” would automatically assign the iPad screen replacement fee to the ticket, asset and user. I didn’t see the fee tracker as an option in the rules engine, so I’m not sure how we go about doing this.

Anyone else have this constant issue when editing Rules? I try to add an Issue Type to a rule and it spins and spins and then gives me an error that issues cannot be loaded. We’ve been having this issue for MONTHS and every time I am told it’s fixed it works for a few days and then stops working again. I am so frustrated!!

Goal: Track devices left in a classroom and then turned into us without notifying the student. Teachers turn in chromebooks to us that were left in the classroom. I would like to keep track of that via a ticket incident but not notify the student that we have it. The student would then need to look for it and come and see us to pick it up. Is there a way to create a ticket on behalf of the student with a specific issue type and mute all email notifications? Maybe a rule?

How do I archive all of the yearly ticket and download them for documentation purpose?(similar to how you’re able to archive and download gmail/outlook emails)

I have followed all of the steps for the email to ticket process. From my email, I am able to sucessfully submit a ticket via email with no issues. No other accounts (all included in our SSO) seem to be able to submit a ticket via email and receive a “could not be parsed” failure message

We are not able to create a new asset. We are also not able to create a new ticket. When we try, it shows as submitted and then instantly shows as deleted. When I try to put a ticket in for IIQ, It says the same...submitted and deleted. This is the only way I have found to let IIQ know about the issue.

Our IIQ Agents are assigned to, and support, specific physical Locations. We have defined Rules when a ticket is created and conditions meet selected filter Locations. The Rules action is to assign the ticket to a specific Agent.Each of the Rules appears to be executed well, however, the Rule is evaluating and matching an asset’s Location rather than the ticket submitter’s Location.For example, if a user at Location A creates a ticket for an asset that does not have an Owner is associated with Location B, the Rule will assign the ticket to Location B’s Agent.How might we modify these Rules so these tickets are assigned to the Agent who supports the ticket submitter’s Location?

We are a small 2 person IT Department for 1200 students. Do you have any recommendations on how you set up your Incident IQ? Any rules or custom fields you find beneficial? TIA.

I have gotten a few replies to my tickets to end users in which my response is clipped in the email as well as in the web interface. If I click to edit the ticket I can still see all the text and can remove lines to shorten the message in order to allow more of the response to show.Anyone else seeing this? Most of out district is using a minty fresh version of Chrome on Mac or PC. We’re trying to figure out if this is something we have control over. In my case, the cutoff is often midway through the line where I have entered their temporary password so the client either cannot see the password or it’s incomplete or includes dots. Using the Show More Lines button doesn’t help. 

Greetings,I am trying to create a shortcut for our Close Ticket/No Contact tickets as it will save time. I am trying to create the shortcut with the steps below:Shortcut -> New Shortcut -> Name the Shortcut -> Ticket, Add Comment I am looking to update the ticket with a comment in the ticket, though when I try this way, it is only letting me attach a document, not update the ticket with text.Is this the only way Add Comments currently work? We do have some shortcuts that update as a ticket comment/text though I do not see any properties to mimic off of those shortcuts. Anyone have any suggestions?Bonus points for updating the ticket with text and closing the ticket at the same time.

I originally posted this on Reddit, and it was suggested that I bring this over here to see if we might be able to get some more feedback on the issue.  (Original Reddit Post)Here is a copy/paste of what I put in that original post.   I realize that I may be asking for something that's just not easily done. We have an MSSP that uses ConnectWise, and we are finding that there are quite a few emails that we wind up getting sent from them. Most of the emails/tickets from them have to do with their analysis on emails reported via the "Cofense Phish Report" button, occasionally some emails related to intervention needed in regards to our EDR client that they manage as well.Since the emails regarding the Phishing analysis can be

I’ve shown users how to print the PDF of their work ticket after they’ve submitted it.How to you open an existing ticket and print it?

We are working on adding a queue for all of our systems notifications.  Currently the health scan runs every hour and emails on a failure.  Is it possible to reject all subsequent tickets after the first is submitted, if the email body is exactly the same?

Hello! I’ve been consolidating a bunch of disparate Google Forms into IIQ thanks to custom fields. I have one in particular, though, where I want to limit visibility solely to principals. I don’t yet see a way to add custom roles in IIQ, and issue visibility toggles seem to hinge on that -- but, posing the question anyway: is there a way in IIQ to limit a particular issue to a subset of users beyond just the pre-defined roles?

We have some other agents (such as in Sped or library aides) who I have made custom ticket views for in the past because it is easier to just make the view then to try to explain how to make it.  But now I have a number of custom views in my list that I don’t use.Is there a way to transfer ownership to them so I can delete it from my custom views? I’d hate to delete it and it disappears for them too. Thank you, David 

We have many students who are entering tickets and will change the “Edit Requestor” to myself, the Agent. Is there a way to create a rule that when they do this that it would automatically set back to them and only them as the Requestor? I have other tickets that have rules associated to them and they will not fire off because I can’t select myself as the “Requested For”  filter option, it doesn’t exist.  I hope this makes sense.Thank you.

When a user clicks “Create Ticket”,  they are presented with devices assigned to them (which is nice), and below that is a huge list of device categories.   This list has 32 options!   Way too many.   How do I customize this list?    Thanks,

Is it possible to provide a user with a knowledgebase article that could resolve their problem before they submit a ticket? If they can fix it themselves, this might stop unauthorized tickets from being entered. Though I could be wrong, I seem to remember that the pre-entry prompt was anticipated during our onboarding.Currently, after a ticket has been entered, if a problem matches a knowledgebase article, a link to the article is displayed at the bottom of the page. This is only visible if you scroll down, but I'm assuming that it depends on the zoom level of your browser. At the very least could that post-entry link be moved up higher on the page so it is accessible if a pre-entry prompt is not possible?

I have (4) sites that all have different working hours that don’t all line up with the 7a - 3p default. Is it possible to have each of my sites set to different hours? 

Good morning all,  I was wondering if there was a way to pull PDF’s that have been attached to tickets in bulk. We are wanting to pull every pdf that has been attached to a ticket to review certain materials.