Tickets

Since the rollout of the new permission system, our remote support ticketing workflow no longer functions as there is a required field on the main ticket entry page that doesn’t display any drop-down data. We opened a request with support who said it is a custom field that needs to be added to tickets of the “Remote Support Ticketing” type, however that is already done and we can’t seem to locate where any of these fields are defined in when looking at Custom Fields. We can not locate where the fields of “First Name”, “Last Name” and “E-Mail address” are assigned to the first step in our Remote Support Ticketing workflow. Anyone have any tips for finding this?   

Hi Everyone! We just started with iiQ (2nd full week in) and are running into an issue with duplicate tickets. In this instance two seperate emails were forwarded to iiQ and tickets were successfully created, but each ticket was created twice. We have gone through the tickets and verified they are the exact same and talked to the sender and confirmed they only sent the email once per ticket. Any ideas on what could be causing this or how I can prevent it in the future? We will be using the email to ticket feature a lot and the last thing we would like to see are a lot of duplicate tickets. Also another question related to these tickets. For both of these tickets the body of the email was not included in the creation of the ticket, so we are only seeing a subject line and a blank ticket, plus the picture that was attached. When going to the emails tab on the tickets and opening the originating email message you can clearly see and read the body of the ticket.Any ideas on that? Thanks fo

We are utilizing Remote Support Ticketing and parents are submitting tickets(as guest) who have students at more than one location.  I.E. - Student 1 attends High School, Student 2 attends middle school.  If I enter a ticket with my guest email for student 1 and select high school and later enter a ticket for student 2, my location defaults to student 1’s location despite the fact that I chose a different location on the initial screen.  This in combination with the security password is creating a very unpleasant experience for our parent population.  How can we resolve the location defaulting to a parent’s previous choice.  (This also occurs when a student moves up in grade level to a new school, Parent’s email is attached to old location and default(and routes) to that location). 

Hi there everyone, I wanted to reach out to see if there was a way to audit ticket actions for deletion. I have a few tickets that are getting deleted and would like to see who is deleting them? Right now, all I can see are the rules that may apply to the ticket and the status change notice. Nothing comes up for deletion. Is there something I am missing?

I have been encountering some issues with email notifications not being sent out. Sometimes it’s a hit or miss if email notifications are sent, and there’s always a 2-3 minute delay if they are sent. A staff member, who is not an agent, has not been getting email notifications when a ticket is assigned to her team. She is the only person on that team. All of her email notification settings are turned on and other Teams are getting email notifications with no issues. She has received emails in the past, but I guess within the past two weeks or so it has stopped working for her.  Now I will say that there is currently a bug with our site options that won’t let me save any changes, so as of right now all notifications are “turned off” because I was testing some rules and now I can’t change it back (very frustrating). However, that shouldn’t matter right? Because each user is able to override those notification options (which makes no sense to me as to why that is possible. I don’t think u

I’m not sure if I’m missing something… is this really the only way to Follow a ticket?  This is so tedious. Why not add a “Follow Ticket” action for Agents right here?  

Is there any way to update a ticket via Email other than using the specific 'Reply-To' address? Is that the only method Incident IQ uses to identify and associate responses with the correct ticket?

First iiQ isn’t loading.Second I am not able to even put in a trouble ticket for help.

We take in some emails from parents who don’t have access to our ticketing system. Often info will be included in the subject line of the email, but when that gets copied into a ticket only the body of the email makes it in, not the subject line. Is there a way we can retain that so we can see what the subject line says when converting into a ticket?

Recently, our techs have noticed that anytime they add a part to a ticket, e.g a screen, it will send a notification to the requestor. I have looked and there are no rules setup to do that, and the techs have stated this has started happening recently. This is causing some confusion with our students, who have gotten used to when they get a follow-up email, that their device can be picked up. I can’t seem to find a way to turn this off district-wide, but I could be missing something. Is there a rule or setting that I’m missing to ensure that notifications aren’t sent on part add.

Is there a way to create a ticket view to see tickets with two specific tags? Currently if I select two tags in the filter, it acts as tag x OR tag y instead of tag x AND tag y like I’m wanting. My use case is that we have a tag that tracks what warranty vendor a Chromebook is sent to and another tag that tracks if we had to send it to them more than once. I’d like to make a view to see all tickets where we had to send a device for repair more than once from a specific vendor. I did notice that making a view using the overarching “this was sent more than once” tag, than using the filter feature for the vendor tag will do what I’m wanting, but it isn’t optimal.

Hello Everyone, Does anyone know how it looks for users when an admin changes a “Default Setting”? For example, if I change the “Notifications > As Owner > Ticket Created” from “Email Disabled” to “Email Enabled”, I assume that that setting would be changed for all users unless they had at some point manually changed it. Can anyone confirm if that is the case? Thanks,Emerson

Has anyone figured out a way to get an average ticket count based on a filtered view? I have a view for our “active” tickets that only includes specific ticket statuses. I want to find out what the average number of those tickets we have for a given time period.!--a=1-->

Is there a way to set the requestor of a ticket based on the input in a custom field on the ticket?We have a walk in station set up in our helpdesk where a ticket is already set up for input. It has a custom field for the user to select their user account based on the iiQ User field type. Once the ticket is submitted, I want the system to match the entered email address with the address in a users profile and change them to the requestor.!--a=1-->!----comment>

It would be great if we could have an option under Rules for “When Updated” under Users.If X role updated or changed to Y Role.For example,When a student leaves our district they are changed to No Access.When a staff member leaves our district they are changed to No Access.I would love to be able to make a rule for each situation;The rule to make a Staff Leaving ticket when the role changes/updates from Faculty to No Access. The rule to make a Student Leaving ticket when the role changes/updates from student to No Access.thank you.

Hey iiQ Community!We are looking for guidance—and potentially putting forward a feature request—regarding the most reliable way to trigger a device recall ticket when a student leaves the district mid-year.The Challenge: Delayed User Account DeactivationOur primary challenge is timing. Our Student Information System (SIS) marks a student as inactive (e.g., isactiveinsource=false) immediately upon exit. However, our district policy keeps the student's Google account active for a 30-day grace period.This means we cannot key an iiQ User Rule off of the user account being deactivated, as that's 30 days too late for a timely device recall.Furthermore, we've noticed from previous community discussions (like the one about using "When field is updated: Location" which often fails to execute reliably, that relying on other standard User fields can be tricky.Our Proposed Solution: Keying off the Inactive Google GroupWe have implemented a solid workaround that seems reliable, and we wanted to sha

Is there any way to take all of your ticket templates and filter out by a specific agent or team? I have many templates created for our maintenance dept. and when someone leaves, I have no way to pull up all ticket templates that were created for that specific agent and change to a new employees name.  Would there be any way to add a filter or view setting to see agents/teams assigned to ticket template view?Thanks

An agent went to use Ticket Template and it wasn’t present started digging and can not find setting in our site options.

When students need their device repaired, the technicians add the part to the ticket so it removes it from our inventory, however, it shows the cost of the part to the student. We don’t want the students/parents to see the cost, but we want them to see the part was added to the ticket. Is there a way to keep the part visible, but cost hidden? We’ve been entering all costs as $0.00 but this affects our analytic charts. Thank you.

Currently you have to remove followers one-by-one. It’s tedious, especially when you have 85 followers. There should be a way to remove followers in bulk by selecting them through clicking on them or having a checkbox and then a button to “remove selected”, or something like that.TIP: If you do run into this issue, start removing followers starting with the very last one a the bottom, it goes faster than starting from the top and having to wait for it to refresh the list.

Im setting up a ticket workflow for application approval requests. The intended process is for the ticket to go to my supervisor for approval, and then route back to the technician for final processing and closing.The issue is that even after approval, the workflow status remains 'Send for Approval,' which prevents the technician from closing the ticket. Could you advise on how to fix this status update error?

Is there a way to merge duplicate tickets that users have submitted?

If you’re a Staff role user and have “View ticket lists and details” permission enabled, you see all the system actions, SLA stuff, rules being fired, etc. If you take that permission away it fixes it but then you can’t see other tickets at your location, only what you submit. Is this a bug or how do I hide this? 

When I edit custom fields in the Events section, I see a number of fields with a lock icon on them (fields like “Name Your Event”, “Event Description” and “How many attendees do you expect?”) .  Is there any way for me to edit these fields (i.e. make one of the fields required)?

Staff can add followers during ticket creation but not after. They see the tab and can list the users but when selecting them, it says they don’t have permission. How do you grant this? I don’t see a permission for it anywhere. There is a “work ticket” permission that enables it but then they have too much permission. Their role is Agent and we might drop them to Staff later, besides the point, but either way it doesn’t seem to be possible to explicitly allow it unless I’m missing something.