Tickets

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. 

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?