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

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BNORTON 360da5e friscoisdObserver

asked in Tickets

Work packages

2 Questions How do I remove tickets from work Package and how do I view Work Packages from IIQ App?

ADeLacyParticipant

asked in Tickets

Listing the Device of Submitter ?

Is there a way to have IIQ list the Device of the submitter in plain text or even link with out clicking on View user ? Example of what could be listed on a submitted ticket.

MGossett 3132634 parkwayObserver

asked in Tickets

Ticket notifications for only specific teams?

I am a member of multiple teams in IIQ, but only wish to be notified when one specific team gets assigned a ticket. Is there a way to accomplish this that I’m not finding?

Rich BykowskiObserver

asked in Tickets

Ticket reporting

Hello- Is there a way to run reporting based on tickets? Examples being:Users with the most tickets Assets with the most tickets I’m looking for options to dig deeper into ticket numbers and to see what users/assets have the most issues over time. Analytics is nice for a bigger picture view, but hoping to see more. Thanks.-Rich

MGossett 3132634 parkwayObserver

asked in Tickets

Ticket notifications for only specific teams

I am a member of multiple teams in IIQ, but only wish to be notified when one specific team gets assigned a ticket. Is there a way to accomplish this that I’m not finding?

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?

Bryce Kost-DayObserver

asked in Tickets

Auto Assign Emails Based on Contents in the Body of an Email or the "Sent on Behalf of" Email

I am looking to set the requested by of a ticket based on data sent via a form to an email. To give a little context, we are looking to have some end users (younger grade levels in our educational organization) submit a form for support as navigating the IIQ ticketing system would be difficult for them compared to filling out a google or microsoft form with their issue and they do not have access to their email accounts.Is there a way to have a field on the form autopopulate the Requested By field when a ticket is submitted via email? Ideally on completion of the form I could send an email with the contents of the form and the end user’s email would be a field included in the email that would then automatically assign to the end user based on that field.Is there anything I can do that would accomplish this *without* the end user sending an email or filling out the ticketing form from IQ?Thanks!

JChuang 600128a c-vusdObserver

asked in Tickets

Assigning Ticket to an Agent

This issue happened starting today. Originally, when assigning a ticket to an agent, when you type a few letters of an agent’s the search will prioritize Staff/faculty. But as of today, it is prioritizing students in the search, thus causing us to need to type in the full name of the agent. What is causing the search engine to list students first rather than staff/faculty, when assigning tickets?

AVang 9907d07 edenprObserver

asked in Tickets

Creating QR Code for Classroom

Hi, I’m wanting to create a QR code for classrooms in my building. I was wondering how I would proceed to creating a QR code and making it a functional tool.

SOuellette 663c2b3 westwoodObserver

asked in Tickets

Assign Agent to Specific Ticket Types

I would like to assign all tickets for ‘Software/Online Systems’ to one particular agent. And, conversely, I don’t want that agent to be assigned to any other ticket types. Is that possible?

bbeaudetteContributor

posted in Tickets

How to manage projects in IIQ

In my soon-to-be previous ticketing system, I could create ticket ‘types’ and apply SLAs to those types. For example, most support requests are ‘issues’ (broken screen, can’t connect, etc) that get a standard SLA (reply in 1 day, resolve in 1 week). However, some are ‘projects’, such as building a new computer lab, refreshing network infrastructure, etc that would get a much different SLA (reply in 1 day, resolve in 30 days).In IIQ, I only see ticket ‘status’ as a way to create this functionality or building a new issue chain. Using status is not preferred, as project tasks also need a status field. Building an issue chain requires building duplicate issue types under a project issue category.How are other IIQ users leveraging the system to manage quick/standard issues versus long-term/complex project issues?

DAdmin 3801729 lexington1Observer

asked in Tickets

Can you create a custom default dashboard for all users?

Is there a way to create a custom default dashboard for all users where I can have Quick Tickets at the top for them?

KBliek 4704ab7 newarkcsdObserver

asked in Tickets

Quick Resolve Button - Can more options be added?

Hello -Not sure where else to put this, but I was curious if we could add more options to the “Quick Resolve” button that is located on ticket. See image for visual. Thanks!

ASmith 797c037 manorisdObserver

asked in Tickets

Edit Event Fees

I’m grateful for the new Fee Management for Events information that was released. I’m running into an issue where I’m not able to edit the fees that I’ve created. Is this is bug, or am I doing something wrong?

JTichavsky 433b89d creightonObserver

asked in Tickets

View by #

Hello! I’m creating custom views and would like to set the record number to be viewed by 50 or 100, rather than the 20 records at a time. What filter can I use to change the number of records I can view at one time? Thank you in advance. Nvmd, found it!

DAdmin 3801729 lexington1Observer

asked in Tickets

Can you create a custom Ticket Type?

Is there a way to create a custom ticket type in IncidentIQ? For example where you go to add a new ticket you see “Devices/hardware, Software/Online Systems, Network/Wi-Fi, Provisioning, etc.). And maybe I am calling it the incorrect thing.

BLevien 3901dca seaburyhallObserver

asked in Tickets

No Subject Field when Creating a new Ticket

When users email to create a ticket, the subject of the email is populated as the subject, and our tickets are much easier to scan.However, when a ticket is created on the website, there is no opportunity to type a subject, only a description, and it makes the ticket list harder to scan becuase we have to open the tiket to view the description.Is there a way to require the user to enter a subject and a description on the website?

TSheldon 3935bda rochesterObserver

asked in Tickets

iiQ Everything Slow to Load

Hello everyone - Curious if we are all experiencing the same issue; when creating tickets with subtasks, or adding users to a ticket, or basically doing anything that has to query a database - there are moderately long wait times. For example, when searching accounts to add as a follower - we click on the drop down and it takes 5+ seconds for the drop down to appear. Once the drop down appears, we go to search for a user and it takes another 5+ seconds for the user to appear in the list. Another example, we have actions to add subtasks to tickets - when applying the action, subtask creation can take over a minute and freezes the entire page. Our district has a very fast internet connection, so we know that is not the issue. Tried all different browsers, and issue persists.

STPittsingerObserver

asked in Tickets

Is it possible to reorder custom views? I'd like to have the ones I use most often at the top.

davecartyParticipant

asked in Tickets

Suggestions for Ticket Reviews

In preparation for the upcoming improvements to global search, we want to make sure our tickets are well documented. To that end what would you do in this situation?An Agent closes a ticket after resolving an issue for a user. I want to agent to go back and document how they solved the issue. I don’t want to reopen the ticket since the user would know it was reopened.How would you let the agent know that you wanted them to add documentation to the ticket?I know I could email or message them with a link to the ticket and the instructions, but can anyone think of a good way to handle the communication within IIQ?

DOliver 8708490 wccusdObserver

asked in Tickets

Automatically Change Team when Assigning Agent

Need agent team to match when reassigning. Example: Ticket is currently assigned to Jane and Team A. Jane reassigns ticket to Ralph in Team B. Ticket stays with Team A unless manually changed. Is there a way to automate the team change based on the agent? (without setting a rule for EACH agent)

GHolm 4807017 wccusdObserver

asked in Tickets

Only notify when an unassigned ticket is assigned to the team

Hello, I work for a large school district that has a tiered tech tree. Each tech has X amount of sites and it responsible for those sites. The three techs also have additional work that gets assigned to the team but not a specific tech. Is it possible to only get the notifications when the ticket is assigned to the team and not to a specific tech. We each get dozens of tickets every day and right now I can either be notified every time they get a ticket or mute all notifications for the team. The team ticket view will sort out unassigned team tickets but there is no notification setting to just get notified when a ticket is assigned to the team and not a specific tech.

JBonicioli 13324ce montvilleObserver

asked in Tickets

Ticket is stuck open and can not be closed

Hello, I have a ticket that was created and worked on, but I can not close it. It will not let me close it because I had to return a spare. I refreshed the page and it tells me the spare was returned, but the requirement checkbox will not get checked, so I can not close the ticket.

ADeLacyParticipant

asked in Tickets

Custom Name Broken ???

In the Custom Name > ticket wizard. We have “ Other Requests “ being changed to the word Technology. This was working great now all our tickets come in with “ Other Requests” Pinned to the ticket. (( shown below )) it Seems to have changed around Mid to late Dec. While this is not “hurting anything” it’s frustrating to say the least… Anyone else having this problem. We did Open a ticket with Support but not much back as a solution goes so far.

JRood 877c5a lvpioneersContributor

asked in Tickets

Exchanging devices

When you exchange devices inside tickets it seems to link the ticket to the new device I give a student instead of keeping what is broken with the device we put the ticket in for. I don’t see how using that feature is worthwile in my opinion. I then have to close that ticket and then just create a new one or have to remember to manually change the linked device back to the previous one. How do you guys handle device exchanges?

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