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Tickets

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

  • 785 Topics
  • 3,281 Replies
786 Topics
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Clint FosterObserver
asked in Tickets
Email to ticket - markup options?

Good morning,if I’m sending a plain-text email to IIQ intending it to be a ticket, can I use any kind of markup like HTML or Markdown to dress it up, or will it always come through as plain?Or if I send it as an HTML mail, with that markup come through, or do all email-to-tickets come through plain?Thanks!

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MLund_iiQ
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KCortez 85384e0 udsdObserver
asked in Tickets
Is Incident IQ down

Is Incident IQ down?  I am experiencing longer than normal load times if the page loads at all. 

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K
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BLoveday 957e8da lenaweeisd
asked in Tickets
Stale rules applied to in-progress tickets

I have created a stale ticket rule applying it to in-progress tickets.  I assumed that it would be applied to all tickets under the in-progress status.  However, I ran across a post that stated that it would be applied to any New tickets that had the corresponding status.  Would it be a feature request to have newly created rules applied to the work status of all in-progress tickets?

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SLeichner 7534f8b pottstownk12
asked in Tickets
Report by action or previous status

I am looking for a report (or view) that can show me what tickets used specific action.  We have a specific action for when our Chromebooks are sent to Dell for warranty repair.  It also updates the status.  When we get them back the actions are updated (returned to student, etc) and the status changes to resolved. I’m looking for a report or view that can show me which tickets were sent to Dell, either by the action or by the status.  Is that possible?

275
Kathryn Carter
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Amy.YorkObserver
asked in Tickets
Google Forms in Tickets

Is there a way to embed a google form into a ticket? I have tried placing the embed code into a info custom field as you do HTML, but it will not work. I don’t want to upload a form to iiQ and attach it. We use google forms to collect and store information on who requests specific things.

2263
Kathryn Carter
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LnguyenObserver
asked in Tickets
Creating a ticket using a ticket template via API?

Is there a script example or have anyone successfully used the api to trigger a ticket creation from a ticket template?I have a ticket template that only requires the ticket creator to type in a student’s ID and the template takes care of the rest. Here is where the student ID would go.  

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Kathryn Carter
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TNan 353bfc0 ycoeObserver
asked in Tickets
Agent changed to someone ele...out of the blue !

I created a Ticket for myself, Resolved it, as well, but then I got an email notification saying that the agent was changed to another coworker of mine. I never did that...! How is that possible. If I would get a valid email from one of the iiQ techs , I could sent you the exact ticket scheenshots and the email I received about this matter.  Thank you,  Ben

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JustinRaynor_iiQ
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BAlexander 3678735 district65Observer
asked in Tickets
Markdown or Liquid for ticket variables in comments (both internal and emailed)

Hi there,I’ve been looking around and trying out the variables mentioned in this KB article: Supported Variable Data Points for Email Notifications | Community (incidentiq.com) However, I’m just trying to create a general salutation in my comments to users like this:“Hi {{Ticket.ForFirstName}},”But either entering it directly into the comment or using a text snippet shortcut doesn’t appear to work. Any advice or help on this would be appreciated, thanks!

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EStapf_iiQ
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TPokrant 8772f54 susd30Observer
asked in Tickets
Unable to link an asset from list to ticket

When a teacher wants to start a ticket and clicks on My Assets on the left side, it shows all the chromebooks and devices assigned to their classroom.  I have had about 5 teachers in the last week tell me that they are unable to click on an individual device listed to start a ticket on it.  Is there a setting we’re missing to have teacher’s be able to add the asset/serial number to their ticket?

351
LLucille_iiQ
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Participant
jo.cpaParticipant
asked in Tickets
Rules - Subtask - trigger

Is there  a way to use a Subtask in a Rule?I’d like to have a Subtask fire off an event/webhook when the Subtask is marked as Complete.Or should I convert that particular Subtask to a Subticket to be able to take advantage of Rules?

1385
Kathryn Carter
MHobdy 4205000 forneyisd
Contributor
MHobdy 4205000 forneyisdContributor
asked in Tickets
System Trigger for SLA Updates

While Incident IQ already includes a tagging feature, we want to create a rule that automatically tags tickets and adds them to a custom view when they’ve breached their SLA. However, there is currently no system trigger that updates ticket SLA values on a regular cadence. As a result, we do not have the option to filter by "When field is updated: SLA Response" or "SLA Resolution", preventing us from using tags effectively for SLA monitoring.The ability to implement such system triggers would significantly enhance our ability to track and enforce SLA compliance. A cadence-based system trigger to update SLA values would ensure tickets remain accurately aligned with their required service levels independent of Agent, Requestor, or Workflow action. This would allow for more precise SLA tracking and improve overall service performance.Introducing this functionality within Incident IQ would provide the robust SLA management capabilities needed to improve service delivery, accountability, an

332
MHobdy 4205000 forneyisd
Contributor
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Contributor
MaryReedContributor
asked in Tickets
Require a serial number for Chromebook tickets

Is there a way to force a user to enter a serial number for Chromebooks only? 

1813
EStapf_iiQ
MHobdy 4205000 forneyisd
Contributor
MHobdy 4205000 forneyisdContributor
asked in Tickets
Is there really no Created Date column available for Ticket Views?

I need the data point for when a ticket was created - does this just not exist? 

312
EStapf_iiQ
ZGarber 4208988 glshelp
ZGarber 4208988 glshelp
asked in Tickets
Age of Ticket in Days

Hi All,I have always been able to see how old a ticket is in terms of days old. However, as of today, I can no longer see the age of a ticket in days. I can see the submitted date, and can do the quick math, but it was nice to be able to see a day count on the tickets instead of reading a list of dates. Does anyone know how to bring this back? I looked at columns for a bit and didn’t see anything that worked.

331
KellenH_iiQ
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JRerickObserver
asked in Tickets
Quick Ticket Based on Permissions/Rules

Looking for some help/guidance on this one.I’d like to build a ticket/quick ticket that can only be seen by building principals and agents for student information requests (eg filtering or email history). That way, I don’t have teachers or staff asking for that data and we can create a proper channel of communication with the requests.Anyone had success with this before?

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GWeiland_IIQ
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sanchezl2Observer
asked in Tickets
API for adding ticker follower

Is there an API for adding a follower to an existing ticket?

382
Kathryn Carter
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CHenneke 76364f2 mvisdObserver
asked in Tickets
Ticket view access

Hello everyone Reaching out to see if this can be done. I would like to setup to where techs/agents can only see the unassiged and tickets assiged to them, but thats it. TIA  

553
Kathryn Carter
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JSanic 607fe2f friendsObserver
asked in Tickets
Ticket date to calendar

Hi Is there a way to add any Ticket due date to the incident IQ calendar?

634
GWeiland_IIQ
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Participant
jo.cpaParticipant
asked in Tickets
API - Create ticket with Follower

Looking at this documentation to create a Ticket and add a Follower at the same time.https://apidocs-cdn-g84-useast2.incidentiq.com/docs/v1/c2063c5b4a522-submit-a-new-ticketBut, I’m unsuccessful.  Is anybody able to accomplish this?I’ve tried“TicketFollowers”: “UID”“TicketFollowersUserIds”: “UID”“TicketFollowersUserIds”: [“UID”]

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J
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kcullenObserver
asked in Tickets
Monthly Ticket Report

Is it possible to have a monthly ticket report automatically generated and sent to specific users? We have a need to have a monthly report generated that shows all the tickets entered in a given time frame and ticket status/resolution.  

664
Kathryn Carter
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Craig EllisonObserver
asked in Tickets
Can't Delete Ticket with Required Action

I was testing “required ticket actions” to force the agent to change issue type from “Other and Not Listed” to the correct issue. The action appeared on the ticket, but I couldn’t confirm that the required action took place.I updated the Issue Type to the correct one and confirmed the issue, but I still couldn’t “check the box” or “refresh” the ticket. I then:Removed the required ticket action from the rule—no change. Deleted the required ticket action—no change.Now, I have a ticket I can’t resolve or delete, even through bulk delete. Any advice is appreciated. 

631
Kathryn Carter
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John TUPSObserver
asked in Tickets
Waiting on Requestor Reminder

I want to send a reminder to the “Submitted By” user, two days and then five days, after the ticket status has been set to “Waiting on Requestor.”On the fifth day reminder, I want to let them know that the ticket will be automatically closed within the next 24 hours, and then have it do just that.

514
Kathryn Carter
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ABaker 813353e southcountryObserver
asked in Tickets
Calendar Viewing

Hi, I thought I’d submit an easy question today, at least easy for the community maybe. I have two users have identical permissions in IIQ but one can view the calendar a their location and the other cannotI can’t see any difference in any specific settings between the two. Their roles are the same. the only thing I’ve been able to come up with is for one user to clear their browser cache.  Any ideas on why this may be happening?Thanks, Al

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christine214Observer
asked in Tickets
Can you set up and agent to view tickets only?

I searched through the community but I am not seeing quite what I need. We have a Principal who wants to view the tickets for his building.  Is it possible to make him an agent and give him view only access?  Can we make it so he can only see his building?  Regardless, of whether he can see all tickets or only his building - the more important question is the 1st one.  Can he get view only access? I know he can be added as a follower if we need to go that route.  But I don’t believe you can view closed tickets and he wants the ability to look at those.

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MPeters 48079a4 stjacademy
MPeters 48079a4 stjacademyObserver
asked in Tickets
When changing issue the ticket reverts to "start ticket"

Recently I’ve noticed a change in behavior when I “Change Issue”. Because all of our tickets come in via email we assign the generic “Other” issue to it when it’s received. Then the ticket is assigned to our team and then an agent. The agent will then update the issue using the “Change Issue” button.Recently I’ve noticed now when I push Change Issue, it reverts to start ticket after changing the issue, even though the ticket was already started. We have to then click start ticket again to the issue will be changed and confirmed. Is this the intended actions moving forward?

11714
Cozmo03
Participant

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