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Find FAQ's about Ticketing and favorite Ticketing workflows from other districts

  • 716 Topics
  • 2,977 Replies
717 Topics
bwilkerson
Contributor
bwilkersonContributor
asked in Tickets
IIQ Painfully Slow and not loading today (12/2/2024)

Anyone Else experiencing major performance issues with IIQ today?  Navigating tickets that do not load and if they do I cannot add actions so I can resolve tickets.   

47040
Kathryn Carter
G
ginger.mckenzieObserver
asked in Tickets
When a subtask is approved used in a Rule to update a ticket

Is it possible to use the approval of a subtask in a Rule that would update our ticket (looking to send it to another Team when the subtask is approved).Maybe I’m missing how to do this?Thanks

253
Kathryn Carter
K
kimhallObserver
asked in Tickets
IIQ HTTP Error 503. The service is unavailable.

Can we get an update? Please

151
Kathryn Carter
J
JSanders 397a803 rbbschoolsObserver
posted in Tickets
iiQ Slow to Load

Is anyone else experiencing slow load times with iiQ today? We are experiencing issues with tickets not loading and ticket views not loading or taking a very long time to load. Anyone else?

242
Kathryn Carter
Z
ZCorrente 1430404 e2ccbObserver
asked in Tickets
Ticket Time Requirements

Does anybody know if there is a way to not require ticket action time, but require the labor rate time?

181
Kathryn Carter
A
Participant
AMeyer Greendale SchoolsParticipant
asked in Tickets
Unable to return spare to pool

Figured I’d post here since the issue hasn’t resolved after 15 minutes.I’m working a ticket that has a device assigned through the spare pool. I’ve got the device and click on “return spare”iiQ is returning the spare to the pool but is not unassigning from the student OR recording that the action is complete, leaving the ticket in limbo as I cannot close it. 

9319
A
Participant
C
Clint FosterObserver
asked in Tickets
Action and resolve simultaneously?

Hi there,we’re getting complaints that we’re sending too many emails out, and I’d like to know if there’s a way to perform an action and resolve a ticket at the same time, so that the customer only gets one email instead of two.Any suggestions? Thanks!

322
C
J
Specialist
jclarkSpecialist
asked in Tickets
Custom fields on ticket templates?

I feel like this has been asked before, and I also feel like I’ve made it work before, but I can’t seem to find a post anywhere here about it. Can custom fields be added to ticket templates somehow? If not, I’ll post an idea with our use case.

2356
Kathryn Carter
ETabolt 8431c15 effingham
ETabolt 8431c15 effinghamObserver
asked in Tickets
Quick Ticket Sharing

After playing around with this option, it looks like only an admin can share a ticket. Is that correct? Is there going to be a change in permissions in the future that would allow someone to share a quick ticket with one of the coworkers or with anyone on their team?

914
Kathryn Carter
R
RCox 323bfce scsdohObserver
asked in Tickets
Is there a way to view tickets that have been reopened by requestor after being previously resolved?

Would be beneficial to our customer service building to see tickets that have been resolved by an agent and then reopened/escalated by the requestor afterwards. Would like to include tickets that have been marked resolved, then reopened, and then resolved again as well (in other words not just currently reopened tickets but past ones). Is there a way to go about this?

151
Kathryn Carter
davecarty
Participant
davecartyParticipant
posted in Tickets
Assign Subtickets to the Parent Ticket Agent

I had a technician tell me today that when they create subtickets for tickets they are assigned, they want those tickets to automatically be assigned to them. He said he rarely assigns subtickets to others but creates them for projects he is working on.Accomplishing this turned out to be possible, but isn’t as easy as I had hoped. There is no way to reference the agent from a parent ticket when creating a sub (that I could find). I even thought about experimenting with tags, but it would be ugly at best.My current workaround is this. This rule works, but is user specific. 

352
davecarty
Participant
HDault 5301452 d300
HDault 5301452 d300Observer
asked in Tickets
New "Rules" on Actions

Today (9/30/24), there are some new implementations that I do not like. Actions are now required to resolve a ticket when using an alternate resolution (Resolve - No Response), when this has never been required before. Additionally, actions are now requiring that we add time to them in order to add them to the ticket. This is not a metric we use, so adding time is meaningless. Is there a way to disable these? Additionally, as a sort of annoyance, when assigning a ticket before, the view was automatically agents so you were able to assign tickets to only users who were marked as “Agents”, but now it’s listing every single user in our district. We are a 28 school district, which is means there a lot of users. It’s so frustrating, is there way to change this back so the automatic view is agents?

17220
Kathryn Carter
ACampbell 717f23b friscoisd
ACampbell 717f23b friscoisdObserver
asked in Tickets
Removed or updated custom fields?

When you remove a custom field from a issue type, does it remove the field from all existing tickets? That is, the data that had been entered in that field is just lost forever? We accidentally had the wrong field on a ticket (two student ID fields with very similar names - one required and one not required) so we took the required field off of the ticket and put the optional field on. Now none of the existing tickets have a student id - they were all replaced with an empty field.Is that working as intended? Or a bug?

231
Kathryn Carter
A
Participant
AMeyer Greendale SchoolsParticipant
published in Tickets
Daily loaner template workflows

In the November 14th Office Hours, I mentioned some of the details for how we handle loaner Chromebooks, specifically the templates we use and some rules to help reduce clicks.We have 2 main reasons students need a loaner Chromebook from our spare pool:Chromebook left at home Chromebook not chargedWe have templates for each of these, which makes submitting tickets easier & allows for clearer data.  Within those templates, a few actions are included. Initially, we just added the Daily Loaner tag. Once the ticket loaded, we needed to click Start Ticket and head over to the Submitted By section to change the requestor.To reduce the clicks and ensure the Submitted by section reflected the student, I added 2 actions:Set status: In Progress (this sets the ticket to In Progress as soon as the page loads) Set requested for:        (left blank as a prompt for the student’s ID number or name)These changes mean we can immediately assign the spare device.I also have some rules set up related t

552
A
Participant
C
covingtona1Observer
asked in Tickets
How do I run a report to show an Agents tickets

I need to run a report ran every FridayASSIGNED TO  SUBMITTED ON.. STATUS TICKET# SUBMITTED BYCan this report be emailed?

311
GWeiland_IIQ
ADeLacy
Participant
ADeLacyParticipant
asked in Tickets
Guest Ticket Creation

So We have been asked to allow Guest emails for a specific domain that shares a campus, we are getting the following. error, double checked settings and am now here.. any ideas where else to check past rules, permissions and roles ?  

283
A
Participant
A
amacObserver
asked in Tickets
Make adding a comment required when changing the ticket status

Is there a way to make adding a comment required when changing the ticket status.  We would like to have a comment required when the ticket is escalated to a higher level tech or when we move the ticket to Facilities (we have a custom status that unassings the ticket, removes followers, then moves it from Ticket to Facilities).  It would be nice to know why the ticket is being escalated or moved.

263
Kathryn Carter
B
BLoveday 957e8da lenaweeisd
posted in Tickets
User centric journey for ticket creation

We are asking the user to start “troubleshooting” in the current model with the UI offering top level technology areas branching down further into problem areas within each top-level domain.  I believe this is looking at the ticket creation path from the view of the system and not from the perspective of the ticket creator.The ticket creation should be from the perspective of the ticket submitter.  For instance, a faculty member who is currently teaching a course with the classroom display that stops working will not go through the trouble of selecting the area of the problem in a decision model to eventually arrive at a subsection that describes the issue.The alternative would be to have options for faculty experiencing the issue by first selecting who they are.  Faculty have different technology requirements than Staff.  Staff have different technology requirements than Students.  Students have different technology need than Parents.  You get the idea.So instead of looking at it from

245
Kathryn Carter
R
rp2022Observer
asked in Tickets
Filter Tickets by User/Agent who has performed part of the work

We have an agent who helps with some of our tickets, that never gets assigned the ticket directly.I am wanting to filter the tickets we have to see what tickets they have previously worked on.Essentially the flow is:Ticket gets assigned to Agent 1Device gets handed to Agent 2 that performs some part of the work (replaces a keyboard for example) and adds comments to the ticket on the work done. The ticket remained assigned to Agent 1 During this process. Agent 2 is not a follower of the ticket (and can not be) Agent 1 completes the rest of the work needed and closes the ticket upon completion.The desire is to be able to filter on IIQ tickets and be able to see what tickets “Agent 2” performed some work on. I’ve been checking the filters, and unless I’m missing something (which is HIGHLY possible), I do not see a way to filter for this.

191
Kathryn Carter
A
ANapoliello 9973cc1 roxbury
asked in Tickets
Batch update ticket room numbers

I’m looking for a way to update the room numbers of several tickets at once without having to go in one by one (they are all resolved). Any Suggestions?

321
Kathryn Carter
E
EJordison 907f9c6 rockcastleObserver
asked in Tickets
Hide Cost Summary Field in Tickets

Today I noticed a new field in all tickets - cost summary.This is not applicable for our organization’s use, so I want to hide it.The only location I have found where the option might be present is under “Custom Fields.”The issue here is that it seems to be locked and unable to be removed.I have full admin rights, so I’m not sure why I cannot remove this.Since we don’t use cost tracking, I worry that this is just visual noise that makes the product more difficult to use for our purposes.Is there any way to hide this field?

14311
K
E
ESwett 640ab16 tulaliptribesObserver
asked in Tickets
Turning off email notifications

I have all email notifications turned off yet I still receive email notifications. How do I get those to stop?

524
Kathryn Carter
G
GLisboa 5074983 patersonObserver
asked in Tickets
Email response to user via a ticket

I have a ticket opened.  But I want to send a comment/response to multiple users via the ticket system.  How do I send an email response to a user via ticket?

589
Kathryn Carter
A
AggalvanObserver
asked in Tickets
Images from Email

Hello, Is there a way images can stay in order when they are being sent in? When I go into the Emails tab, the images are stripped out.  Also, the ticket does not include the images in order:  Is there a setting we can change? How can we fix this, so that we do not have to guess which images go where. Thank you for your support. 

111
Kathryn Carter
A
ATorres 507cddd sheldonisdObserver
asked in Tickets
missing room numbers

hello, can someone help me out with an issue, when our users submmit a ticket they are missing the option to input a room number. I have checked and in the site option we have it as required. is there anywhere else I can check to see if there was changes made?

162
Kathryn Carter

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