Tickets

We are in the infancy stage of setting up Incident IQ tickets.  I have some conditions set up, however I would like to add new conditions.  Every time I attempt to add a new condition it links it to an already existing condition.  I would like to create specific conditions for specific issues…

We have a rule set up that when a ticket status is changed to “Re-Image Request” it triggers a subticket to be created. I have made a district-wide shortcut that changes the ticket status to “re-image request.”  Whenever the shortcut is applied, the status is changing, but the subticket is not being created.If I do not run the shortcut and just simply click on the ticket status and change it to “Re-image Request,”  the rule triggers properly, and the subticket is created.Does anyone have any ideas why the rule is not being triggered when the status is changed via shortcut? 

I’ve had a principle ask the other day if it’s possible to create a rule in Ticketing that can a ticket in Facilities as well as Ticketing?

It is typical for our media center staff and office staff to hand out spare devices when a student breaks their device, or needs to borrow a spare for the day. It would be an amazing addition if these support staff members were able to issue a spare device themselves, rather than needing an Agent to issue the spare afterwards.I would like to see the “Issue Spare” button available in the ticket submission window - perhaps as custom field option which could be added to a ticket based on issue type, or other conditions.  

Is there a way to prevent anyone outside of a team from resolving tickets assigned to that team?For example we have a set up for agents to submit a subticket assigned to the “Reimage Team” when they need to reimage a device but we do not want the agent to have access to closing out the subticket unless they are in the “Reimage Team.”  Is this possible?

We have been using IIQ for about a year so I am getting more comfortable with rules, ticket templates, etc.  I always end up finding the unique situations though 😆   Here’s what I want: I would like a ticket to be made, when a ticket closes, and I want the new ticket to reference the closed ticket number. Situation:  Chromebook ticket comes in.  Tech repairs Chromebook, adds actions, adds fee, closes ticket.  I want a ticket to be made that tells me that ticket xxxx is closed and has a fee so I can prompt the email invoice to be sent.  (We currently use MySchoolBucks if that matters.) Reasons I want it: 1. We don’t want the techs to send the invoice because that would add an extra step to their work and we want to limit that 2. I want to make a comment/action that the invoice was sent since there is no tracking information on sent emails3. Fee emails can’t be automatically sent (as far as I can tell and also

Right now I can only see an option to create a view with 200 tickets as a visible listing per page. However there are times that I may have to deal with more than 200 tickets and having to ability to bulk process tickets are great but only if they are visible from the first page. Meaning if I am working on 10 tickets on page 1 but need another 10 tickets on page 2, I can only bulk process 10 tickets at once and then go to page 2 hoping that none of those tickets get sorted to page 1. This process definitely slows down the bulk processing of tickets and I think it should be a simple issue to allow more than 200 view ticket per page. Can this be an option of enhancement or change in our environment?

It would be awesome if when you set the ticket template screen to view 200 templates per page, that when you open a template to view, copy or modify and go back to the list of templates, it retains the view of 200 per page. Currently, once you set the screen to view 200 and go into a template, it goes back to the home screen of 20 per page and the start of the templates. I really hope I’m just missing a setting somewhere.Thanks.

Is there a way to have followers from a parent ticket auto map to the sub ticket. I know you can add followers based on location but am curious if there was an option without writing a super complicated rule to just have this happen…. Im guessing by asking the question there isn't going to be an easy Variable data point rule that I missed but I can dream. Any advice on not writing what seems like a million rules would be appreciated. 

IIQ tickets is not working.  All I am getting is a spinning circle or blank page.  Anyone else experiencing the same issue?

Is anyone else experiencing slowness or buffering issues with iiQ today? The subtask sections on my tickets are just spinning and taking forever to load.Just checking if it’s isolated to me or something more widespread.

I’m trying to setup a workflow for our HR team to reduce manual input needs. I am trying to set up a rule that when a ticket type is submitted, create a subticket based on that type. I created the ticket template for the ticket I want to be created as a sub ticket, but when I go to select it from the rules engine all I get is this error: We haven’t used subtickets much in the past, my only assumption is that I can’t do this because the sub ticket has custom fields marked as “required”. Is that really a limitation of the ticket? That seems silly, the ticket would be created for another agent to go in and input the information that is needed. 

Hello,I’m trying to create a subticket via API using a rule with a webhook.  I’m not even sure it’s possible but I’m giving it a try.  I have added the appropriate headers and values.  Here’s what I have for the json which currently is not working to spawn a ticket. Json body:{    "TicketNumber":"{{Ticket.TicketNumber}}-1"    "Subject":"Escalation: {{Ticket.TicketSubject}}",    "IssueDescription":"{{Ticket.IssueDescription}}",    "IssueCategoryId":"{{Ticket.IssueCategoryId}}",    "IssueId":"{{Ticket.IssueId}}",    "IssueTypeId":"{{Ticket.IssueTypeId}}",    "LocationId":"{{Ticket.LocationId}}",    "AssignedToTeamId":"98f04f05-5d16-f011-8b3d-000d3a0db164",    "ParentTicketNumber":"{{Ticket.TicketNumber}}",    "LocationDetails":"{{Ticket.LocationDetails}}",    "Priority":"{{Ticket.TicketPriority}}",    "ProductId":"88df910c-91aa-e711-80c2-0004ffa00010"} I am using the

With the popularity of IIQ catching on in our district, I’ve had multiple departments asked me to automate their paper forms in a digital workflow. We do not have an HR or Forms modules (we only have Ticketing, Assets and Facilities), so I wanted to know how the other districts are doing it and to see if someone has a better idea.I am working on an Overnight Travel Request Form (OT for short).Current process:The paper is filled out by a teacher, turned in to a principal, who approves and moves it to the director of Elementary or Secondary departments, who in turn approves it and turns it into superintended to do a final approval.My plan is to create a bunch of custom fields with OT as identifier (hint hint IIQ, we need displayed and hidden custom name fields!!), so an example: OT-Names, OT-Events, etc.Create a new Issue and tie in the custom fields to a ticket with the issue types of Overnight Travel.Then build the r

Issue:Currently when automatically generating a subticket (say on escalation to a different team), there is no option for setting the ticket’s location to the parent ticket’s location.  There is only a specific location, requestor’s location or for’s location.  This does not encompass a useful default of parent ticket’s location since in many cases the other three could be wild guesses in a rule.  Oddly, this happens by default when a subticket is created from an open ticket.Request:Add Parent Ticket Location as an assignment option in setting the location of a ticket via a rule.  This would apply to subtickets, or any ticket that generated the resulting ticket) and could be used in rules or ticket templates (which are also used as part of rules).Also, ideally, we would love to be able to do actual escalated tickets which would generate a ticket ID based on a set method (like in the site config), such as {{Ticket.TicketNu

Hi, everyone.My questionIs there a way to unassign a device using a shortcut? My school has an insurance program that can be bought by the student or parents to be protected in case a chromebook gets damaged, but when the chromebook gets damaged and it doesn't have insurance, the user has to be removed. I have made a shortcut to automatically create the actions that have been taken with the chromebook. One of the actions is to unassign the owner, and I would like to include that action into my shortcut, but I haven't found an action that allows me to do that.Thank you very much… JV

I’m looking to create a custom default dashboard for all of my users (faculty) that only has the welcome message and recent tickets. Is that possible?

One of our IIQ admins does not work in the summer and has asked to be taken off the list for the “bi-weekly ticket review” emails that she receives. I don’t get such emails, and I cannot for the life of me figure out where this is configured. Help? Thanks, -- MB

Staff are unable to put in tickets.   Just get a spinning “Starting Ticket” page.   The support staff is also experiencing performance issues.  Seems to be happening quite a bit and really affects our day to day processes.  

When creating tickets using templates, I've noticed the ticket's location is automatically tied to the associated asset's location. My goal is to prevent this default behavior, allowing us to specify a different location during ticket creation. Many tasks involving software asset models take place off-site or at locations that differ from where the software is technically assigned, making this flexibility crucial. 

Hello,We have set up ticketing to email, and it is working pretty well so far.  Is it possible to set up two different email addresses, one that staff would email to create technology tickets, and one to create maintenance tickets?  I couldn’t find a way to do this, but it is quite possible that I am missing something. Thank you,Heather!--a=1-->

Currently, our SIS team receives emails from people outside our domain, like parents. The team is looking for a solution that can assign emails to members of the team to indicate ownership of work. I know we can use IIQ to set up a way to create tickets from an email address and have those tickets assigned to a team. One of my concerns is that we don't allow parents to have accounts created in IIQ. This means when a parent gets an email response from IIQ saying they have a ticket created based on their sent email, they're going to see a button that says "View Ticket Details." When they try to click on this button, they will get an error message when they try to log in. I also know we can work around this by having accounts automatically created. The problem I have with this process, though, is the possibility of the parents discovering the agent's email address or phone number within the ticket. They would like to make sure their contact info isn't automatically discov

I came across a post mentioning that, by default, the Faculty and Staff roles cannot use the global search feature to find tickets — even those they’ve submitted or are listed as followers on. However, some of our Faculty/Staff members have multiple pages of tickets, so having access to the search functionality would be very helpful for them (that way they can search by certain keywords or for a specific ticket number).I found that enabling the “View Tickets List and Details” permission allows the search feature to work, but this also grants visibility into all tickets — which we want to avoid. I’ve tried restricting the scope using the “User’s assigned location” conditional filter, which helps lower the number of tickets visible, but this doesn’t limit the view to only the tickets a user has submitted or is following.I know that enabling the “View Tickets Nav Item,” allows them to create custom views as well as can limit their view to only the tickets they are fo

Can I setup a single email address to receive all helpdesk requests and then automatically set the location of the ticket based on the location of the sender?  Our IIQ instance is Google integrated.  IIQ should “know” the location of the sender.

Possible bug? Maybe (hopefully) operator error? I was trying to create a rule today to act on tickets submitted by 2 specific Agents. I was testing and created a rule under Ticket Creation where the only filter was Agent is bclark. I would then enable this rule and move it to the top of the "Tickets When Created" list.What I found was after creating a ticket the rule was not triggered. The log just says it doesn't match the filter. The only thing I can think is that when I create the ticket it's not recognizing me as the Agent. I tried a couple other routes. For example, was the source the app or mobile. This was ignored too (in this case the app WILL be the actual source). I also tried adding a custom field to my profile and that wasn't an option for filtering. Neither is who submitted the actual ticket.Interestingly, other ticket created rules I have are working fine, ie if it has this issue give it to that agent.Any ideas? Edit to add I a