Tickets

Hello, We’ve been experiencing intermittent issues with IncidentIQ kicking back email-submitted tickets with an “Invalid e-mail” error.  We’ve had this occur 21times in the last six months, with no clear pattern of what is triggering it. We’ve tested sending the identical message from different users and at different times and it goes through with no error. The error body is:Incident IQ Log in to Incident IQ Login to Incident IQ Invalid e-mail [*******] We've received your request to create a ticket from e-mail, however we were unable to match the email format to what your site admin has setup within Incident IQ. Please make sure the email address you are sending to matches the address given by your site admin. Please contact your site admin for further help. The bulk of our tickets come in via email, and this is resulting in some being lost, which doesn’t build staff confidence in IIQ or the IT support function in general.

Our district uses our student accounting system (PowerSchool) for fees. I am looking for a way to use the tickets created as a damage report to send to parents explaining the damage. The pdf print out of tickets right now gives a little bit too much information and I think it may confuse them. Anyone have any ideas on how to do this with incident IQ?

Is there a way via using a rule or something that I could make it where an agent could not accidently mark a ticket as resolved until after a event date? We have had this happen where a user will close a ticket early but then details for an event get added/changed and they miss those because the ticket got resolved before the event occured. This is for a ticket template ticket that gets generated when an event is being approved or running on a schedule. BAsically looking for a way to allow agents to be able to resolve tickets but being able to control a time period of when those actions can occur. 

We have a user that reached out about wanting to be able to add followers to the ticket she opens. I read a few articles on here and the permissions for List Users is one that they said was needed. This is selected and the user still cannot add followers to a ticket they are opening. Can anyone help us with this?Thanks in advance!Gary in KC

We just started looking into SLA and Analytics Explorer for the agents. A question came up hopefully someone could help. When a requestor submits a ticket the Response time starts. Lets say it take 2 days for that ticket to be assigned to an agent he answers it in 2 hours. Does 2 days and 2 hours count against the agent? Same goes for Resolution time. If they close that same ticket in 4 hours would the agents Resolution time be 2 days and 4 hours? Thank youRon

We’re trying to configure permissions so a specific team can create tickets for any ticket type, but can only work (edit/resolve) tickets from one specific ticket type. Has anyone found a way to prevent a team from working tickets outside of their designated type, while still letting them create tickets for any type? Any suggestions, creative workarounds, or confirmation that this isn’t possible would be greatly appreciated.

Hi there! TL;DR check loaner iPad out → creates a ticket for that student. check loaner in → resolves the ticket. How? I’m sure this has been answered multiple times and I’m sorry for doubling up. Our front offices are trying to get a better handle on how students are checking in / out loaner iPads. Right now, I have a loaner pool through the Spare Pool app, and when we check in out it assigns it to the student no problem. When we check it in, it unassigns it no problems. Now when I go to the rules engines, I want to make a rule that when a student checks out a device (regardless of who actually uses the check out), it automatically creates a ticket assigned to that student under the issue “School Loaner”. I also would like it to update that ticket to Resolved when that device is checked back in. I’ve tried various rules but none seem to do exactly what I want!--a=1-->

Recently, we have seen an issue where our teachers are able to click “start ticket” after creating a ticket, which assigns said ticket to them. This creates a problem because our team won’t necessarily see these tickets unless we pore through all our open tickets. Has anyone else experienced this issue?

We have an issue with resolved tickets being re-opened even though the original issue was resolved. Is there a way to disable requestors or “Staff” from changing the status on tickets?

Wanted to know if only Agents can assign tickets to other users.  We have some staff/faculty members we may want to be able to do this but when they are creating ticket and choose requester they don’t see the option to create on behalf of someone.  Is this only for Agents?

I would like to set automatic reminders to my agents that they have a submitted ticket waiting. For example, if ticket is still in “Submitted” status then it will send a reminder every two days that the ticket hasn’t been started yet. I’m thinking it should be:Days Stale > 1 Status = SubmittedAfter that I’m not sure as I only want the message sent to the Agent and not the Requestor.

I am looking to see how I can add a variable that is connected to the last approver?  Example: Our software review process goes through several approvers, but the very last approval is from our cabinet and then it automatically resolves.  The rule I have is that once the Approve, it will send an email letting them know it was approved and to save this email as a PDF to be attached to any PO request.  Finance wants it to show who that approver was in the email, but I don’t see any variables that are related to the approver process.    

Hello, I’m having a difficult time figuring out how to sort my search results. There are more than 100 results, and they don’t appear to have any kind of discernible order. Am I overlooking an obvious way to sort them by ticket # or date? I suspect that the answer is “just create a custom view every time you want to do a basic keyword search,” but hearing that answer will make me unhappy.

In our HR Module, Agents are able to merge duplicate tickets but on ones where the ticket didn't get an approval done for it, it won't let them merge it. Do they need more permissions to be able to do that? 

We have recently decided to use Round Robin assignments for created tickets. However, we have run into an issue. Our Help Desk Call Center creates tickets On Behalf of users when they call in. In this scenario, it would make sense for the ticket to be assigned to the agent on call with the user. However, there is not an option (that I can find) within rules engines to assign a ticket based on the Agent who created the ticket on behalf of a user. Because of this, this is the current work flow:Agent takes call Agent creates ticket on Behalf of user Agent Submits ticket Ticket is Round Robin assigned to Team member (by rule) Original agent has to take ownership of the ticket manually.We’d like to remove the need for step 5. Instead, step 4 should be (based on rule) assign ticket to agent creating the ticket. Anyway to accomplish this in the current iteration

Resolved - Statusin the Info of the ticket or on the status when viewing all tickets is not reflecting correct info when you use the  Resolve Ticket - GREEN button while in the Ticket ProgressIf you choose to click this Green button - Resolve Ticket It does not reflect Resolved in the Status.  I believe it used to reflect Resolved in the Status and now it is not.

I am trying to create a ticket template that will: Add the asset tag of the device.  Technicians can use this template to rename a device.  It needs the device serial number, asset tag and student id.  Is there an action or a way I can create this kind of template?  

Is IIQ having issues this morning?  We are having lots of issues loading tickets.  Get either this loading page or nothing at all. 

We really need IIQ to perform and be available consistently.  This past year we had so many issues with slowness and services being unavailable it is really frustrating.  Today is the first day of school for us and here we are again and cannot check out or look up users to see what devices they have or need because we get blank pages.  User pages that do not show their assigned devices or the constant spinning wheel.This product is crucial to our daily work and when it does not work it severely impacts our ability to support our teachers and students.

 I created an SLA for critical issues that includes multiple device models, two of which are laptops and Chromebooks. This SLA will be assigned (by a rule) only when the laptop/Chromebook is in a broken or non-working state. In these cases, we want techs to issue a spare right away, which should pause the "Resolution Time" and start a custom metric called "Spare Return." When the spare is returned, this metric should pause and the Resolution Time should continue.Here is the SLA I created, but for some reason it doesn't work as expected. I tried different things but nothing worked.When I created a support ticket, the response was: “Thank you for your patience as we looked into this further. It seems that while testing an SLA based on the "spare issued" condition was considered as a possible workaround, it unfortunately isn't functioning as expected in this case.As for your request to measure SLA based on when the spare

When getting an IIQ app notification, I’m curious if there is a way to see a more in-depth version of those. For example, when getting notifications, I see something like “ticket #1234 updated”. Is there a way for the notifications to show a brief issue description? That way I can see a preview of what the end user said in the ticket or at least get an idea of what the ticket is for without opening up the app. 

I am attempting to create a custom ticket view that includes tickets assigned to a team or the agents in that team. Our workflow currently is that network tickets get assigned to the “Network Field Team” and from there when one of the team members is ready to work the ticket they assign it to themselves. I want the view to include tickets that are assigned to “Network Field Team” with no agent, assigned to an agent on the “Network Field Team” with no team assigned and assigned to an agent on the “Network Field Team” and then team. Currently I cannot find an “or” option that would allow me to accomplish this in IIQ; I can only see all options if I have two separate views, since if you add both an agent and team filter to a custom ticket view, it only shows tickets that meet both of the requirements, not one or the other. 

Hi All,Not sure if this is a bug within the system but the new Shortcuts Management - Text snippets  is not functioning correctly for us. Text snippets are not able to be deleted from this interface and they are not displaying correctly in the UI. Is this an us issue or are others noticing this as well?   

We have 6 agents who need the ability to see each others tickets, but no one else’s. Is there anyway to do this? I have dug around in Site Options and Permissions with no luck.

We are trying to set up and SLA that tracks 2 things: How long a ticket spends completely unassigned and how long a ticket spends after being assigned before the agent responds to the end user (via comment). I understand how to track the first part (assign the SLA on ticket creation and have the SLA run when ticket “submitted” and “unassigned”), but I can’t figure out a way to set up filters for the second part. Has anyone else used SLAs to track similar metrics? Thanks,Emerson