Tickets

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  

Since we are a school there are some tickets that were for a previous school year that just need to be cleared out without notifying the user. Is there a way of doing this?

Does a user get notified if an agent deletes a ticket they submitted?

I had a request from a user wanting to know if there was a way to bulk print invoices for remaining fees owed at a site.

Is there a way to add checkbox into the problem description of a ticket.  I want to create tickets for my data clerks throughout the year and want them to check off that they have completed the 10-15 items that are on the ticket.  

Hello,I’m having trouble adding or activating a ticket type category. I want, when users select ‘Device/Hardware’ as a category, for ‘Phone’ to be selectable. I see that ‘Phones’ is a parent category under Model Categories, but I’m not able to find where or how to make phones, or anything phone related, selectable as an issue category.

Is there a KB that will tell my how to adjust the ticket types?

If I put a ticket on hold, how does that affect the analytics? Is that considered a "response" ? This is in the facilities module.

Shortcuts should be able to be created in advance of and independently of working an active ticket. There are solutions and/or situations that I already know we will have tickets on and it would be helpful to have a section where I could go to just create and maybe even preview the shortcut. Basically a Shortcut Editor section that would allow us to view, preview, edit, delete, and create shortcuts.

Is it possible to find out in which ticket(s) a custom field is used on without searching through the custom fields for each condition on the tickets tab of Custom Fields? 

Is there documentation on setting up surveys?

Hello, Is there a way to disable or hide some of the Resolve Ticket options as shown below? Or a way to report on which were chosen so if an agent repeatedly chooses Resolve - No Issue Found a report can be pulled showing this as a ticket status. Currently only Resolved is a selection when exporting a report.  

I’m looking to have tickets automatically generated when a Desktop or Laptop running Windows OS  is retired as they are some house keeping tasks that need to be completed. Has anyone been able to do something like this? 

I love the concept of the subtasks and would love to fully embrace and implement them but during our testing we ran into a major pain point.  When the mouse cursor passes over a ticket that has subtasks it displays them and even with only a couple subtasks assigned it covers up other tickets on the screen.Is there a way to turn that feature off? If not, is there a way to change how long you need to hover over a ticket before its subtasks are displayed? Currently they seem to appear instantly.

Had an interesting bit of learning today: I submitted a ticket on behalf of a colleague, and the agent posted a comment/question and flipped the “Mark as ‘Waiting on requestor’” button. The ticket languished … and when I was scrolling through IIQ stuff, I saw that IIQ was awaiting a response from me, rather than the person on whose behalf I submitted the ticket. If I were an AA submitting a ticket on behalf of my principal, this behavior might make sense: principal can’t always be expected to deal with ticket stuff. But a peer (me for my colleague, or a media specialist doing first-tier support before escalating to a ticket and IT support), I’d expect the nudge/flag to be for the customer. I’m curious as to what guidance/clarity people are using around this schism right now, and I wonder whether IIQ might evaluate either some UX change to accommodate these two workflows … or, to be honest, my request: flip to focusing on the customer rat

Here’s the scenario: we have a provisioning category/issue for contractors and other temporary staff, and one of the custom fields is “When is this person’s last day?” What are some possible ways to automagically create a follow-up ticket to de-provision services/equipment (or verify whether that person is still around)? Is there a way to setup a rule along the lines of …. 1) if the end-date is provided, create a ticket on or about that date for following and 2) if the end-date is not provided (it’s an optional date field), do …. I’m not sure what. Any ideas/experiences?

I’ve setup a rule to create a ticket whenever the inventory of a part is low. However, our ordering group has to go to parts explorer to determine which part is low. Is there a way to include that in the ticket? 

Is there a report that shows time spent by an agent for a certain time range on actions in tickets?We would like to see how much time an agent spent on actions last week or last month.