Tickets

Currently I have an excess of systems which have been sent back to our vendor for repair. As the “In Repair (Vendor)” status still shows up in any raw statistics (especially the Ticket Stats widget) it gives misleading information. What is the best practice for handling devices that have been sent to a vendor for warranty repair?

Is it possible to require a comment when a technician changes the status of a ticket?  We have the option to put tickets “on hold” and it stops the SLA clock. I’m fine with that option being available to my technicians, but I want them to be forced to explain why they’re putting a ticket on hold.

is there in anyway that i could pull out a record(s)  from all the tickets a certain action item like for example “invoice issued”  because i needed to know how many ticket(s)  that have “invoice issued” and identify all of them 

Our district is expanding its use of IIQ quickly to encompass more than Technology Support Tickets. The new Forms app is accelerating the expansion even faster. This is leading to some security concerns. For example, if you need access to all tech support tickets you don’t necessary need access to the tickets containing form data our Grant department is using. So far I’ve controlled access 2 ways.Give an Agent rights to the tickets for a particular school When an Agent is assigned a ticket, then they receive rights to itI’m now trying to determine if a third way is possible using Rules. For example, if the Category is Devices and the Location is XYZ, give Agent Jim, rights to the ticket. So far, I’m thinking this is not currently possible, but I thought I’d get some seco

Does anyone know if it’s possible to have a rule set so that if a ticket is created from 7am-1pm, assign to agent and then a different agent from 1pm-6pm? We have agents that support locations at various times of day and would be great to be able to set up something like this!

If a ticket’s Status is set to “waiting on requestor” it changes to “in progress” only if the submitter responds to it. If any of the followers respond on the email, the ticket’s status is not impacted, and it remains “waiting on requestor”, which might be misleading in some scenarios. Status should change if any of the followers have commented. Is there a setting or a rule that can be created to implement this in IIQ?

Is it possible to give an Agent the ability to make shortcuts available District Wide without making them an IIQ Administrator?

Our Facilities employees will begin using iPads for tickets and need to enter their labor. I can’t find where to make that change. We also have Rules set up to assign to an agent with multiple followers but am having some issues getting everything set accordingly for them all to add their time without being the agent of the ticket. 

The documentation isn’t clear - if you use the “when a field is updated” filter and you select Issue, does this apply to Issue Category or Issue Type? The rule I have in place has two criteria:When field updated = Issue and Issue Categories = Network Outage for Campusand the actions done are to set the SLA = Sev 1 and priority level = Critical I want to ensure that this will fire whenever the issue is changed from an individual network connectivity issue to a campus outage…..So in other words, I want a global catch-all at the Category level instead of listing every Issue Type. Also, the same principle applies when you want to auto assign an agent when the issue changes…The rule would need to a filter for when the issue field is updated and the Issue Category = a different new issue.  Users don’t always pick the correct issue type so reassignment is going to be necessary. Edited to add: Issue can be selected for whe

There’s a bug in the Ticket Issue selection screen when editing a ticket’s Issue.Can’t go back through the categories. On tickets with Issue Not Listed, after selecting a category, there is no Go Back button like there is when creating a New Ticket.Some tickets when submitted incorrectly to a certain category, when trying to edit that ticket’s issue, it’s stuck at whatever category issue it was made with, can’t go back to change category.Missing Go Back button next to Cancel: 

My default timeframe in Analytics Explorer defaults to … third trimester of last year. See attached. Anyone know how to change the default timeframe to something more useful, like “this school year”? 

Our insurance program pre IIQ ran under a system where users had 2 incident claims.  Is there any way to implement increasing (or decreasing) an integer on a user field as part of a ticket rule/resolution action?Short of pulling a report and doing a count on the number of rows per user for tickets tagged as insurance claims then re-uploading it (or using the API to do the same) to the user profile there doesn’t seem to be an easy way to do this.  Is there a way to do this within the rule sets? Am I missing something?

Hello I had a question about our data mapping through skyward linked to Incident IQ.Is there a way that when users are removed in skyward we can not have them removed on Incident IQ as well so we still have documentation? Currently if there’s an offboarding or student leaving and they are removed from skyward they cease to exist in our Incident IQ database and we would like to change that.Thanks

Is there an easy way to add a form that I already have created in Word?

I am trying to route tickets when they are created to two different teams, I created one that works but the other team doesnt get assigned and when I add a 2nd team and setup self assignment the process stops self assigning to the first team and the 2nd team gets the assignments. I figure I am missing some sort of if then scenario but I cant seem to figure it out. I did check the forums and other suggestions before submitting this topic. I did try :) Thanks

I’d like to set up an auto message so that when a ticket comes to me it auto-replies to the creator that I am out of the office. I thought I remember seeing it but cannot find it in my searches. Thank you.

I am sure IIQ can do this but uncertain as to where to adjust these settings (rules?)What I would like to do is have all tickets for our student support systems to go to only them and those are the only tickets they see but have the ability to change the ticket if it was incorrectly directed to them and assign the correct department.Thanks,Jeffrey

Can anyone help me with setting up how to allow students to sign into Incident IQ with SSO through Google. We have our teacher and staff able to SSO with Google but when I am trying to do it for the students it will not work. Any help is appreciated. 

Is there a way to make subticket subject line inherit the subtask name?Right now if we want to create a subticket, we create a subtask and give it a name, then assign it to a ticket #, which then defaults the ticket to “New Ticket”, and then we have to go into that subticket and rename back to what we set the subtask for to begin with. Thanks!

Is there a way to share a URL for a specific ticket issue? If I want to handhold a busy school administrator to submit a VERY specific type of ticket (usually two or three clicks deep from the New ticket screen), is there a way to skip those first few steps and take them to that specific ticket type?

Is there an option  to not follow/not be listed when creating tickets on behalf of someone else? There are many tickets I create on behalf of other people that will not become my responsibility to resolve.  I don’t need to see updates.  It seems like the current process is really spammy and creates quite a bit of noise.

I am having a problem with subticketss and rules.  I want to create a master ticket that is data cleanup.  when that ticket is created by me, i want it to create 7 subtickets one for each school and assign them to individual people at each school. i wanted subtasks on the subtickets but its my understanding that isn’t an option currently.   i have followed this… but i can’t get any of my subtickets to actually get created. ( i can add the subtasks as needed to the individual subtickets)  I’m sure i’m missing a simple step here just can’t figure out what it is.  

I was going through the setup and it says I can change the to address. Its currently the default tickets@[district Incident IQ domain]. Where can I find this to change it, can I add more to fields for different email addresses?Thanks,

Is there a current want to view a ticket as par tof the workgroup without goingto workgroup → Work Tickets.If you select a ticket from the all tickets screen, id like to see “Oh this part of rebuild network closets” workgroup.i notice you go to workgroups, and select work tickets, you get the progress bar in the upper right hand corner, and it says 1 of 7 tickets, but if i click view tickets instead of work, that progress bar goes away. Is there a reason for that? 

How do I shut off the requirement for times in the tickets. I am a single tech and am not worried about the amount of time it takes to complete the tickets.