Tickets

When getting an IIQ app notification, I’m curious if there is a way to see a more in-depth version of those. For example, when getting notifications, I see something like “ticket #1234 updated”. Is there a way for the notifications to show a brief issue description? That way I can see a preview of what the end user said in the ticket or at least get an idea of what the ticket is for without opening up the app. 

I am attempting to create a custom ticket view that includes tickets assigned to a team or the agents in that team. Our workflow currently is that network tickets get assigned to the “Network Field Team” and from there when one of the team members is ready to work the ticket they assign it to themselves. I want the view to include tickets that are assigned to “Network Field Team” with no agent, assigned to an agent on the “Network Field Team” with no team assigned and assigned to an agent on the “Network Field Team” and then team. Currently I cannot find an “or” option that would allow me to accomplish this in IIQ; I can only see all options if I have two separate views, since if you add both an agent and team filter to a custom ticket view, it only shows tickets that meet both of the requirements, not one or the other. 

Hi All,Not sure if this is a bug within the system but the new Shortcuts Management - Text snippets  is not functioning correctly for us. Text snippets are not able to be deleted from this interface and they are not displaying correctly in the UI. Is this an us issue or are others noticing this as well?   

We have 6 agents who need the ability to see each others tickets, but no one else’s. Is there anyway to do this? I have dug around in Site Options and Permissions with no luck.

We are trying to set up and SLA that tracks 2 things: How long a ticket spends completely unassigned and how long a ticket spends after being assigned before the agent responds to the end user (via comment). I understand how to track the first part (assign the SLA on ticket creation and have the SLA run when ticket “submitted” and “unassigned”), but I can’t figure out a way to set up filters for the second part. Has anyone else used SLAs to track similar metrics? Thanks,Emerson

Our district is new to iiQ and our admin team has created a few ticket templates. I have noticed several issues when working with these.When I (an agent) want to put a template in they can only be accessed if I submit ticket under the user. The templates do not even show up if I select an asset.In order to even do this I need to refresh my ticket system because when I click submit ticket under the user the system will automatically pull up the last asset I placed a ticket under and templates will not show.Assuming I have refreshed and I click submit ticket under the user, I can now select a template, but when the ticket is submitted it is not submitted on behalf of the user, assigned to me, or assigned to my team. I have to manually assign everything after closing out the user’s screen and the ticket will be in the background.My iiQ admin has assured me the tickets are set to assign them appropriately.Any ideas?

We have an SNMP monitoring system that sends notifications I would like to have their own Status in our system. When editing the “From Email” rules, the action for setting a ticket status is absent, but it’s present in all the other rule engine triggers. I’ve tried adding on “When Created”, “When Updated”, and “When Assigned” rules to hopefully take place after the email rule but I don’t get any to work. Am I missing something? What would be the best method of achieving this?

I am unable to customize the icon when working in issues, but the icon doesn’t update when putting in a ticket.                                             Issue icons are visible when modifying issuesIssue icons default back to a folder when putting in a ticket. 

We’ve been using the Email to Ticket feature as part of some of our beginning of year workflows and have experienced some issues that I’d like to reach out to the community to ask about resolving or at least alleviating. Our current setup is this: Microsoft Form → Power Automate Flow → Outlook Email → Ticket Creation.  We are having to use this setup due to legacy forms being already dispersed to a large group and the fact that we cannot link directly to specific issues ticket entry types in iiQ when communicating with our teams at different sites. The issues we are seeing: When using Email to Ticket, the body of the email will only partially be delivered into the ticket details. Sometimes, the ticket will only contain the first word of the email body, which requires me to reforward the email to get it to create the full body.   Sometimes there are significant delays or no tickets created, despite the email being successfully

So, we have staff that are reassigned for the next school year, mid-way through the school year, or staff that serve multiple schools. I have set up a view to catch those tickets that put the Location as Unassigned, but how can I catch those whose Requested For location and Location differ? The example below shows how staff are trying to correct it by putting this information in Location Details. I’m trying to teach them how to Edit Location, but in the meantime, I need to make sure our teams go to the right place.  Thanks for any help you can provide.

We would like to set up our old tech-help@domain.com to forward requests over to our IIQ instance. I set up a rule to fire “When from email” and I added a condition of “To Email = techfwd@domain.incidentiq.com” and an action of “Approve ticket creation from email”.When I put techfwd@domain.incidentiq.com in the Forwarding section of the Gmail setup for the old mailbox, it sends a confirmation code. I haven’t seen that confirmation code come through in the form of a ticket. Is there something I am missing?

How do I add hyperlinks to this Email Body field for this rule we have in the Asset Rules section? There’s no markup toolbar… I would like the user to be able to click on the OS and go to the cooresponding instructions (i.e. Windows when clicked should go to that specific URL). Any ideas? 

If this question has already been brought up, forgive me for digging it back up. Is it possible to create a ticket template (with the perk of being able to attach an asset to the ticket) but make it accessible on your dashboard like a quick ticket?

 Above is the biggest hurdle in a new process in my location. As it stands now, our process is: Start Ticket > Confirm Issue > Send to -Hardware Vendor- > Run a shortcut made for our team for proper routing. This is an issue due to there being upwards of 10-15+ of these type of tickets coming in bulk.Our hardware vendor uses Autotask and the “Send to” button creates a ticket for them to work. For the most part I’ve finagled it to where that “Send to” button is the only hurdle I have in making the process quick and easy. I am hoping to receive some guidance on figuring this issue out to make mine and by extension my team’s job easier.

We could really use the ability to filter on ticket subjects, similar to the idea Allow Filter on Issue Description. The difference is the Subject field vs. the Issue Description. I feel both fields are really needed when filtering tickets.We often need to refer to resolved tickets from a long time ago. It is currently very difficult to find them. For example, we might be looking for every time we had to replace a projector bulb or for a specific time when computers were locking up, etc.Another way to handle this might be to allow filtering on a keyword anywhere in the ticket. I can see advantages to both (anywhere in the ticket vs. a specific field). This idea is similar to an olde

I like the functionality of a Quick Ticket and would like to employ for students to use to request a new ID card. Our thinking is we’d have a kiosk type station where students could login at the IT Helpdesk. The problem I have is what I am looking for sits somewhere in between a Quick Ticket and a Ticket Template. I like the ticket template because it has pre-filled the explanation section. But with a Ticket template it’s not as straight forward (more clicks) to create the ticket. Using a Quick Ticket, it’s right on their dashboard but the explanation block is blank unlike the ticket template. The block can be left empty to create a ticket I just worry about confusion. Is there any way to bridge the gap between ticket templates and Quick tickets?

Hi Incident IQ Community,We’re currently rolling out Incident IQ for the full 2025–2026 school year and could really use some advice on handling ticket submission visibility—especially for users without assigned rooms.Here’s the situation: Some of our campuses have been fully audited, and classroom teachers are claiming their rooms and assets just fine. However, staff in front offices and other non-classroom roles (even on audited campuses) don’t claim rooms, so they don’t have devices tied to their accounts either. On un-audited campuses, no one has assigned assets yet, which makes things even more complicated. We’re actively working to complete audits for all campuses as soon as possible, but in the meantime, this issue is impacting many users. In both cases, these users go

Is anyone else seeing Quik Tickets not loading? It was a bit intermittent about 2 weeks ago, now they just do not show up at all. Just says Loading...

Had a coworker mention this to me yesterday, but our ticket templates are not showing up on the Create Ticket screen. I usually use bookmarks I have saved in my browser, so I’m not sure how long they’ve been missing.Permissions don’t seem to have changed. I haven’t contacted support yet, figured I’d post here to see if anyone else is having the same issue. 

Does iiQ have the ability to parse the body of an email to automatically change the requester based on a name found in the message text?I seem to recall some time ago someone found a way of achieving this, i can’t remember whether it was natively, though some automation or something else. Thank you

Hello,I have a custom field for a report request ticket that asks the user when they need the report by. I was wondering if there is a way to take the value of the custom field (date) and have it set the ticket due date to allow for notifications as the date gets closer. I’ve looked through the rules and ticket templates, and they do not appear to do what I want them to do, and there is no “if <customfield> checked, do <action> (set due date from custom field date)” syntax in the rules.This would be extremely helpful for this ticket type as many of these requests are from our Cabinet or Directors and are needed by specific dates and would make it so that there is less manual configuration on the agent’s end for a recurring ticket.Thanks!

We are new to this operating system and are wondering how we can get multiple of our agents assigned to one ticket.

For some reason, one of our agents gets an email notification where it shows one word (or so per line). He says that it appears this way no matter how wide he makes his email window. Is there a fix for this? Is it his Outlook settings or font settings? It’s like the column is too narrow. When I look at the Rule we set up for that team, it looks just like our Help Desk rule.  

how can I remove the time requirement from actions in a ticket?   

Is it possible to change / alter or select other Icons to the main categories ?