Tickets

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.

When going into a ticket is there a way to go to the next ticket without going out of ticket then opening the next one? So when you going to through a long list of tickets I can open the first one then make comment go to next ticket  and so on.? So we dont have to keep clicking in and out of each ticket one by one :) OR if there is a way to set up a view or filter to make it work that way. 

We are a cyber school that a lot of our tickets are generated by the teachers on behalf of students.   No matter how many times we tell them, they still put in the ticket as themselves.   Then we have to follow up with them to see what student needs help and remind them about the “on behalf” part.   Its wasting our time and is dragging out the resolution. Is there any way to customize the ticket creation process and add in a splash page / pop-up / banner / etc?   Ideally a mandatory step that says is this ticket for you or someone else?   Thanks!

Is there a clean and easy way to change the asset associated with a ticket from the original asset (say… the cart) to a linked asset (say the camera)? I’m looking for something like the ease with which I can search up other devices that are in the same room or assigned to the same user, but in this case I want other assets that are linked to the current asset associated with the ticket.

All of our tickets from the system are gone. The only tickets showing are the ones entered this morning. Please advise

Anyone have support survey questions that you use after tickets are completed that would like to share?

Anyone having issues this morning?  My Open Tickets is just spinning.  It won’t load so I can submit a ticket to IIQ. 

We have a business need where only certain people can submit tickets to our account management team. With the current configurations of IQ, I have a rule set with a manually maintained list of users, and if you are not in that set of users it sets the ticket status to cancel, and sends an email to inform you that you need to use your designated person. Unfortunately these users are just reopening these tickets and they are getting to our AM team. Is there a better way to restrict users from submitting certain tickets, or a way to make the tickets I close with this rule permanent. Thank you in advance. 

FEATURE REQUEST:  We’ve been enjoying IIQ for a few years.  A new (August 2022) “feature” of IIQ is a multi-window process to add a part to a service/repair ticket.  Previously, we added repair part(s) via a drop-down menu on the ticket screen.  Changing part quantities was rarely needed but was a simple update to a text box on the ticket screen.  Now adding each part requires navigating multiple pop-up windows.  When we click on the Part tool we are REQUIRED to start TYPING the name of the part, e.g. "trackpad". Assuming the part you want is shown, you click the box containing the search result you want then click continue. If the part name is spelled or specified incorrectly you are given no choices. For example, searching for a "screen" reveals no results because we use the Apple "display assembly" term. This difference is easy to identify in a drop-down (multiple choice) list but not in an empty search results box. After picking your part and clicking "Continue" we now encounter a

Good afternoon,I noticed that my role of guests when completing the remote support ticketing form are able to view ticket details, but those email addresses whom are tied to a parent/guardian role are being asked to sign in. Further, those with the parent/guardian role are not getting an email from the system on ticket submission. I do have a ticket in with incidentiq on this, but I was curious if anyone else is seeing similar?-John 

Is there a way to allow an agent to choose different notification rules for tickets submitted outside of working hours? I am a director and would like to be alerted via email for new tickets that are submitted after-hours, on the weekends, and on holidays. I monitor my email pretty religiously and would prefer to not have to monitor IQ when it’s rare to find anything come in.

Our school district is brand new to IIQ, and from our training with the people at IIQ to our own understanding of the website we are still having troubles nailing down certain aspects of the site.If there’s anyone that has been with IIQ for a while that has tips for a district brand new to the site that would be great for us to know. If there are any advanced tricks anyone use to streamline the site I would love to implement it if it benefits us!

We have a separate 3rd party maintenance work order system, and folks are entering maintenance orders in iiq instead of the separate system.We are also automatically assigning tickets based upon origin of tech ticket submission.So, anyone know of a way our support techs could respond to the email notification that a ticket has been assigned with something simple like adding - maintenance - in the subject?Then, a rule is fired (based upon that email response) that automatically closes the ticket and the end user receives an email stating ticket closed and here’s the link to the maintenance system? 

Is there a way to set it to where you have more categories when viewing all tickets instead of it being just Description, Priority, Status, Requested by and Assigned to ? I want to add Location to this so I can see where the ticket is at before clicking the ticket.  and Not A filter either. 

What type of part permission do you give to your agents so they can add a part to the ticket that they are working on but not anything else?

Hello,I’m looking to see if there is a way to automatically redirect smaller but frequent tickets to a specified knowledge base article via an agent created rule. For example: “Monitor no signal” in the comment box would either have a tooltip come up with a link to the knowledge base article, or if it is possible to email the ticket submitter a link to the article and automatically resolve the ticket without it reaching agents in order to focus on more urgent tickets. I appreciate any pointers on how to implement something like this.

I was looking for a way to create a ticketing custom view filtered by followers. Specifically I wanted to create a custom view to show tickets I am following so I can add that view to my dashboard and quickly see the status of tickets I am following.

We would like our students to only create tickets for their own user account and their own location. Right now, we can only assign a policy to all students that gives them access to create tickets for all locations (and subsequently all users). I figure this can be done in two ways: Adding a feature to the current policy editor, or creating a new role based on a combination of their role and location. Is there a way to limit the ticket submission so that students can’t submit tickets for other users or change the location?  Is there a way to assign a new role based on a combination of location and current role (i.e. student, staff, etc)?

Dear IIQ community, Can someone please advise how I can disable the feature that makes the system services to resolve tickets that have no activity for 5 days? Thank you.  Jean