Tickets

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.  

I created a when “updated” rule that will assign a ticket to a specific team and change the status when a resolution action is preformed. The rule works when the action is preformed, but any further updates to the ticket will retrigger the previous action again and cause the ticket to loop. How can I keep this from retriggering the rule? 

I have an agent who cannot see the unassigned queue. If we assign a ticket to them they can see it and if they unassgn it from themselves they can then see it in the unassigned queue. Any ideas why they are unable to see the tickets until they are assigned to them and then unassigned?

We are looking for a way to provision user accounts with one ticket, in which multiple agents perform portions of user account provisioning. For instance, one person creates the initial account, another person creates an account in the student infromation system, another person creates an account in the papercut software for printing, another person creates the users phone extension/voicemail ,etc.Is there a way for multiple agents to work from the same ticket? Or a way for a ticket to move on to the next agent in the workflow of account provisioning?  Hope this question makes sense.

How can I create a custom view for all open incidents that are not in a work package?My current “All open incidents” view is a bit cluttered with many things that are honestly being tracked via work packages. I would love a view to see all of my incidents assigned to me that are NOT in a work package. Is this doable?  Thank you. 

We have Microsoft Onsite Active Directory (v2) IIQ App installed, however when our staff change their password, they lose access to IIQ.  We had our sync setup to run dialy, but since we have over 2000 users, not sure what best practice or suggestions are for a sync schedule.  I was looking at running every 30 minutes, but was told we should not.  What is everyone else doing, or are you just telling them, that after a password change, you can not use IIQ for until the next day?

Is there a report for showing the timeline of tickets? We have rules that assign tickets to local agents, but my helpdesk is always reviewing tickets and cherry picking tickets to resolve or re-assign.   My CTO wants a report to show what tickets the helpdesk has taken over, and from who and where.   

Is it possible to make filling out the “describe your issue” box required before a user can submit a ticket? We have many users that ignore this box because it is not required and therefore we don’t get as much relevant information about their issue as we would like. Is this possible in any way?

Perhaps I’m missing it, but is there a filter for the request details field in a ticket? We sometimes have users that don’t place the request into the correct issue, but add a note in the issue description field.

As the Admin, I need to periodically create a report for a specific Agent which includes all the data about a ticket including including the “comments” thread. I can find every filter to include in the view to get ready for export but NOT “comments”. Help please.

Is there a way to create a custom rule to send asset details along with the description of a ticket to a specified user\email?Example:When we need to order toner from our vendor they require the asset number, serial, model, manufacturer, along with what is needed. Currently we utilize a google form to accomplish this. I would like to utilize IIQ so that we can have better visibility. Any help would be greatly appreciated. 

As a people manager, I’m try to find ways to support and provide targeted feedback to me team. Is there a way to filter tickets, create rules, or fire surveys based on the criteria of ‘X’ user or agent is a follower? I know I can create a filter for these things where I am a follower, but I’m falling short in finding a solution for these other scenarios.

I was wondering what filters you use to view all fees collected through fee tracker and no other souce but manually entered. Thank you 

The list of issues for can sometimes be difficult for a novice to navigate.Does iiQ or any partners have an interactive decision tree entry point for tickets/issues?  Something that is a bit more intuitive.

We’re looking into having the system automatically send an email to the submitter when they create a ticket. This would serve as a confirmation that their ticket was submitted successfully and could include some additional generic info for follow up. I see that there is an option to enable a notification to the owner when a ticket is created but that seems to only send it to the owner if they weren’t the one who created the email (it was submitted on their behalf). Is there a way to send an automatic acknowledgement email when a ticket is created?

I would like to be able to send a Knowledge base article to a ticket submitter.   What is the best way to do that? 

Can we just instead default all resolution actions to a text box that agents can fill in with text snippets maybe? Trying to figure out how to make the resolution process go faster and having to click through actions is taking way too long.

I want to just have a box that has some details in it. Nothing the user can edit, just an FYI of sorts. It would be visible on the final step of the ticket creation process. Thanks.