Tickets

Hello We have a workflow in our organization that when the technician needs a device to go in for hardware repair they change the status of the parent ticket to kick off our workflow everything is working mostly as I want but I just am left with one issue and i’m 90% sure it has to do with the ticket template. I want the asset to be passed from parent ticket to the subticket and for the life of me can’t get this to function as I would think it could.  I have resorted to just using the variables to pass the data into the body of the request but was hoping that the asset could be tied to the repair. Any advice to make this work? 

Hello  We are a large district and we have quite a few unassigned tickets that is showing up for our agents.  How do we restrict the unassigned tickets to only show up for IIQ Admins - I don’t want our agents pages to be flooded with unassigned tickets

I’m pretty sure there isn’t an option to do this but thought I’d double check. Several of our site based technology people would like to turn off notifications for ticket changes but only for specific ticket types. For example, they’d like to get updates to things like website block/unblock requests or provisioning requests, but not Chromebook repair tickets. Mostly because there are far more repair tickets than anything else and it’s a lot of inbox clutter.

Is there a way to remove tickets from a user view from the previous school year? I’m guessing I can make a rule that will do this but wondering if there is another way. Or, do I need to create a saved view that will remove them from being visible?

Is there a way to link a knowledge base article to a ticket to send to the requestor as part of an action? For example, I have a bunch of teacher guides in my google drive that I share in a comment to users and close with a “provided training & support” action. Is there a way, if I transfered those drive articles to the knowledge base, for me to directly link a KB article to the ticket with a resolution action? (instead of having to go back and forth between systems)

I have a Supervisor asking me if there is a way to find view/report/filter/dashboard all tickets that have been submitted but have had no activity on them? I have searched through the community and knowledge base and have not see a way to possible do that.    

Every day one of the IT staff at my location has to reprint student IDs starting at 7 AM. It is not unusual that we doing that until 9:30 or even as late as 10:30 AM! At our last IT meeting for Broward School district they were saying that they want us to use incidentIQ ticketing system so that they can track our productivity. I want an option ticket that is Perform Non-IT Functions so we can document they time it is taking. Can we add this to the “new ticket” options please?

We’ve begun using workflow approvers for many tasks but have run into an issue that requires us to find all tickets with a current approver. Is there a way to sort/filter the ticket views based upon the current assigned approver for a ticket?  

We have an issue available to users to submit a ticket to “restore a deleted Drive file.” As this is a common request, we’ve created a quick ticket for it. When users are clicking submit, they’re seeing this error message. We’ve been unable to find the setting on our end to resolve this. To clarify, I’m still able to enter the ticket through the normal pathway on this user’s behalf, but when she enters it through the quick ticket button, this is what she’s seeing. Thanks for any help! 

Hi all, On the facilities dashboard, there is a standard “open tickets by location” report. I would like to create another one that is the same logic but “Open tickets by agent”. So, a summary count of open tickets by agent. Has anyone been able to create a view/report that incorporates a counter like that? I am only able to pull standard columns into the view and have not been able to find a way how to tally up the lines. Thank you! Minette

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