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

669 Topics
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669 Topics

MRandle 7609a89 vvsdObserver

asked in Tickets

Personalize a shortcut using a comment?

Is there a way to personalize short cut comments? For instance, I like to put the user’s name in the salutation: Hello [user’s name], turns into Hello Kathy Smith, Thanks,Mary Beth

PNajar 6803792 sheldonisdObserver

asked in Tickets

me and my team stopped receiving on cell phone notifications. I checked all the settings on my phone and web and they are enabled. Can someone please assist?

MTEDObserver

posted in Tickets

Select Asset No Longer showing assets

Has anyone else experienced the "Select Asset" option on tickets not showing assets assigned to a user or located in a room anymore? Has this ever been a feature? I feel like I’ve used this in the past, and it disappeared within the past few months or so.

Sherri HObserver

asked in Tickets

Bulk Ticket Status issue

Is anyone else having issues with Changing the status of tickets by Bulk?

SSchlomann 4706981 sdwObserver

asked in Tickets

Assigning Shortcut to group instead of district wide

I thought I recall this being mentioned in training but am struggling to fine it. Can I assign shortcuts to specific users or groups instead of district wide.

ZGarber 4208988 glshelp

asked in Tickets

Filter Search Results

Seems silly to need to filter search results, but the search feature is basically unusable in it’s current state. I type in part of a name and I get every single user, student, staff, parent, etc that has that name or contains part of that name. And then even worse, there is no order to the results. It isn’t alphabetical, it isn’t sorted any manner that makes sense.

jclarkSpecialist

asked in Tickets

Closing tickets via API now requiring resolution action?

Kind of torn on this…Our district’s dev team has historically used Azure DevOps to pull in their tickets from iiQ and work them via ADO - and they are also closing them that way too.It was brought to my attention that the API suddenly will not allow them to close tickets without resolution actions. This is where I’m torn: The Site Option for us to require resolution actions has always been enabled, intentionally. They were really the only group not using them because they worked via API, and we just rolled with it.Part of me wants to assume that this recent change is intended, because it should have been in line with our Site Option setting, but then part of me possibly believes it is related to this issue:So I was questioned today - “why weren’t we notified of this change?”My answer was a little bit of a theory on both… It may have been a bug all along, and you were never supposed to be able to do that, orIt may be a bug now, but really you should be using resolution actions anyway -

blankenshiprObserver

asked in Tickets

Students showing up in ticket Assigned popup

When I am trying to assign an agent to a ticket, I am seeing ALL users in the system including students and staff. How do I only show Agents?? This changed over the summer and is quite annoying.

AWagner 120206f fayschoolObserver

asked in Tickets

Auto-assign location

Hello, Is there a way to not have users be auto-assigned a location? We have multiple buildings and I’m finding people putting in work orders for buildings they are not in because they’re auto-assigned to a building. Ideally, that would be the first step in entering a work order, choose your location.

dshadboltObserver

posted in Tickets

Workflow for charging for repairs

Good morning! What’s the best way to setup IIQ for the following idea? My tech will submit a ticket for a broken screen and perform the repair. After he is done, I want to get notified that I will now need to generate an invoice for the student and their family. I feel like I’m over thinking it, but wanted to see what others have set up. Thanks!

BCHSJAndersonObserver

asked in Tickets

Ticket Attachment File Size Limit?

Anyone know the attachment file size limit on tickets? I need to keep some videos of the issue to for auditing purposes. Also is there a list of formats that can’t be uploaded? Thanks

TCunning 583467e pfisdObserver

asked in Tickets

"Send for Approval" not working

Not sure why it was suggeted I put it here, but maybe someone in this community can help me where the support team cannot…EAW app not working as expected. I do have approval workflow rules created for some ticket workflows and that works fine. However, if I have a particular ticket that I want to push through an Approval Workflow manually by clicking the Send for Approval button in the ticket, in which I can then choose the approver, it works fine if it gets approved, but it will not allow anyone to deny it. I have a rule set for Tickets/When Denied=Set Status to Resolved and I understand that rule won't work if I don't add an action and confirm the issue first since those are required actions on a ticket, but even if I do those two things first, then click Send for Approval, then Deny, it still returns an error in the rule log saying "your request could not be completed, since the following steps still need to be performed: Approval Required". It also puts my ticket into an In Progres

cris.wardObserver

asked in Tickets

Buik Ticketing on Behalf of

When creating buik tickets for devices, I am running into an issue with sub tickets. When someone closes out the parent ticket, the sub ticket assigns to the submitted by user and not the user of the asset. Does anyone have a way to bulk add submitted on behalf of or by changing the submitted user to the asset owner on creation?

LGaither 480de49 corpuschristiObserver

asked in Tickets

Bulk assignment to agent

I have discovered that when viewing a filtered group of tickets that are assigned to my team, IIQ does not allow me to bulk assign them to an agent (myself in this case). Am I missing something?

CGulley 580e451 rps205Observer

asked in Tickets

Issues with resolving tickets via shortcut and shortcuts disappearing

I made a district wide shortcut that does the following things when run Set a device to status “broken” Enter a resolution action Set the ticket status to resolved.It seems there is an issue with this shortcut disappearing (agents can’t see it, or it just disappears entirely and i have to make it again). There is also an issue with it resolving the ticket. It will complete the broken status, and the resolution action, but it won’t set the ticket status to “Resolved”. It worked for about 2 weeks, and then broke. We did not add any rules in this timeframe. Any thoughts on this?

ATerry 6706fb2 bethaltoObserver

asked in Tickets

Force Users to Answer Requried Fields

I’m wondering if there’s a way to require users to input specific data based on a ticket issue. For example, if a teacher inputs data requesting a password change, can I input a required field for them to enter the student’s name and system they need the password changed for?

MDashoff 140a3a1 redlandsusdObserver

asked in Tickets

Is there a way to create a view that filters only “Urgent” tickets?

AMeyer Greendale SchoolsParticipant

asked in Tickets

Force ticket start when adding a comment?

Is there a way to force a ticket to start/get assigned to an agent if we put a comment in a ticket? I thought this was happening in my previous district, but it’s equally likely I was just in the habit of hitting “start” every single time.

MStewart 580d802 montgomeryisdObserver

asked in Tickets

Ticket Approval

Is it possible to remove the approval workflow from a ticket after changing the ticket type?

LKnowles 1204319 sblsdObserver

asked in Tickets

On Ticket Update > Send Email Alert to User - Email is Dispatched Before Updates Finish?

I’m experimenting with using the rules engine to replace the standard ticket email notification functionality of IIQ. My goal is to support email threading/conversations for ticket update notifications, rather than use IIQ’s approach of dispatching separate emails for the same ticket. This is working well for the most part. However it seems that Incident IQ is sometimes triggering the update rule and firing the “send email alert to user” action before the changes have actually been saved. Is this a known bug? For example: I’ll change the status of the ticket and the email dispatches to all recipients as expected, but the ticket summary fields and comments in the email body don’t reflect the updates which triggered this in the first place. A subsequent update or comment will trigger another email which generally does end up showing the previous changes. In this example:I reply to a ticket with “test reply on behalf of” IIQ responds with a email notification that does’t include the comme

JFox 64323bd sbacObserver

asked in Tickets

Allow all staff users to view qualified ticket categories

Reviewed software tickets should be viewable by all staff members. This prevents users from requesting the same application that has already been approved. Is it possible to open the tickets under this category out to all logged in staff members and or make a public read-only view?

NLamb 2033b51 district65Observer

asked in Tickets

Hyperlinks in emails

I have found that any hyperlink I add in my comments is broken and does not open in the email that the recipient or myself receive. In general the email format is hard to follow with “>” this symbol all over the place. Is there a way to fix this?

BRoberts 88728c1 acsObserver

asked in Tickets

Only show Agents & Administrators when assigning tickets

When I go to assign a ticket and search for a person, is there a way I can configure IIQ to only show agents and administrators instead of clicking the drop box menu every time?

MLund 7030f35 sd308Observer

asked in Tickets

Dashboard - Setup views with - Open tickets counts

Morning,I have both “Open Tickets by Agent” and “Open Tickets by Team” with counts. It shows it in numerical order with a total count of tickets. However, I can not figure out how to get that same type of view for other filters/views. Maybe I am missing a step? I am looking in particular for “Stale Tickets by ---” Any help would be appreciated, thanks!

SPeterson 397af53 sageoakObserver

asked in Tickets

Ticket follower able to see actions when set to Not Visible to Requestor

Is there a specific permission that will allow non Agents and Admins to see comments and actions that are marked as Not Visible to Requestor? We had one recently that one of our faculty was able to see and we would like to prevent that from happening again.

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