Tickets

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.

We don’t need all these questions to be listed on this screen:How can I remove some of these questions? For example, the request for a room number? Can I edit the text that appears there? Can I add my own questions?Thanks.

I’d like to create my own parent categories that can be selected when creating a ticket.Do they have to be nested under an IIQ-provided category to be visible? (e.g. Computers, servers, etc.)Or can I create my own and have it placed under Other or someplace else?Thanks.

Is there a way, that I can disable the status change mails for some of the followers ? other than removing and adding them for every status change. There are a couple of reasons for this requirement, one being that even the “waiting on requestor” mails keep popping in the followers inbox, with no recent mail body, but lot of status messages in the email, which simply confuses the end user, who is outside network and are not IIQ users.

How can I best simulate an approval process flow with ticketing?  For instance, a user submits a ticket requesting a widget.  That ticket should route to her supervisor for approval and then to IT for procurement. Any ideas?

We are having issues with IIQ this morning, it is 8 AM CDT, and we are unable to update tickets or re-assign tickets, anyone else having this issue? The status page looks like everything is fine. Just wondering if anyone else is seeing this?

What does DOE mean in this status option?  

Hello, our team is having an issue with adding tags onto tickets. When clicking on the button to add a tag, the search field does not expand and we aren’t able to see tag suggestions or what we are typing. This is occurring across multiple browsers and devices. 

Hello,My facilities guy here is an agent on our helpdesk (so he can access facilities tickets) but he is also a user who my tech office supports. When he files tech tickets, however, he reports back that he us unable to respond on that ticket because it is read-only to him.I suspect this is because he, as an agent, cannot access and comment on normal tech tickets, but he’s  the one who filed the ticket. Is there some way I can thread this needle in settings?

I want to limit the number of emails I receive. How do I update my email notifications?

Hi, Does anyone have a list of the TicketActivityTypeId.I’m trying to use the API to find tickets that were marked as resolved and later changed to in progress again.Thanks.       "ActivityItems": [        {          "$type": "Spark.Shared.Models.TicketActivityComment, Spark.Shared",          "TicketActivityCommentId": "6xxxxxxxxxxxxxx1",          "CreatedDate": "2022-10-07T16:17:18.493",          "ModifiedDate": "2022-10-07T16:17:18.493",          "TicketActivityId": "6x-7d46-ed11-xd1",          "ByUserId": "30821cxxxxx-xxxx-xxxx62dbca2",          "Comments": "Chromebook was in my box. Issue was corrected by information below.\n\nPutting back in your box shortly.",          "TicketActivityTypeId": 6,          "ExternalId": null,          "IsPublic": false,          "Meta": null        }  

I’m sure I’m just blind but I’m looking in the rules engine for a good way to split the tickets at 1 location between 2 techs. My idea would give a tech every other ticket.  I was looking for more documentation for “Assign to most available team member” in the rules engine but can’t find anything. Would it just assign it to the tech with the lowest number of open tickets?

Is there a way to put a filter on ticket stats?  I like the quick view aspect of the stats but I would like the ability to filter out certain statuses. A good example of this would be the “In Repair (Vendor)” status.

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.