Tickets

When we receive email notifications it recently started repeating actions. Has anyone else seen this? Not a huge issue but just wanted to see if there is something that we may have changed that has caused this. Attached a picture. Any help would be great. Thank you! 

Is there a way to add a days stale column in the column view.  When viewing stale tickets, I want to see how many days they have been stale.

Is there a rule I can set up for when a faculty or staff member adds an external email to the CC field it adds them as a follower to the ticket so they can follow along and submit comments?  

This is our first year with IncidentIQ and we have only had a couple instances of students breaking another students device. I was curious how others create tickets for situations like this. Currently we have been opening two tickets, one with the requestor as the owner of the device. Then another with the requestor as the student that broke the device.

What do followers see on a ticket if added to one?What actions can a follower do on a ticket they’ve been added?I read in the iiQ KB that they will receive email notifications when the ticket updates, but is that all?

I put in a daily ticket but it is always assigned to the wrong person.  After the ticket is submitted I always resign it to the correct person.  Well the person that the program is always assigning it to doesn’t want to see this daily ticket come his way.  How to I make this daily ticket go to the correct person when I submit the ticket.

Hi all,We’re evaluating how our team uses the “Resolution Actions” feature in IIQ. We’re trying to better understand where consistent, well-structured Action data can lead to insights that impact operations, planning, or support strategy. We’ve got some ideas of our own, but would like to gain outside perspective as well. I’d love to hear from other districts: Have you used Resolution Actions data specifically to inform decisions around things like device lifecycle planning, equipment purchases, staffing, or support workflows? Was Actions data the main way you uncovered the insight? Or could the same conclusion have been reached using other fields already filled out by the requestor when they submitted the ticket (like issue type, device type, or category)? Thanks in advance for sharing!

I am trying to create a script that will look to see if a ticket of a certain issue type has been created for a specific user and if not, create a new ticket for that user. I have tried every source I could find to simply get the records for tickets in general. I have been able to get a single ticket using “https://[DOMAIN]/api/v1.0/tickets/{TicketId}” as well as add comments to a ticket with “https://site.incidentiq.com/api/v1.0/tickets/{{Ticket ID}}/activities/new“ but I cannot find a way to pull multiple tickets that works.If I could get any direction on this matter I would be so appreciative.

Hi Is there a way to add the “Additional Followers” field in the form for events?

I’m having some success with pulling data with the IncidentIQ API, but I’m missing a couple of things for a project I’m working on. Has anyone had experience with pulling information for parts (i.e. this ticket had a broken screen) and custom fields for tickets programmatically? It’s not a necessity but would be greatly beneficial to what I’m working on. Below is my current Python code:from datetime import datetimeimport requestsimport tomldef main(): config = toml.load("config.toml") api_key = config["API_KEY"] iiq_domain = config["IIQ_DOMAIN"] ticket_id = input("Ticket ID: ") ticket_asset_url = f"{iiq_domain}/api/v1.0/tickets/{ticket_id}/assets" ticket_url = f"{iiq_domain}/api/v1.0/tickets/{ticket_id}" headers = { "Authorization": f"Bearer {api_key}", "Content-Type": "application/json", "Accept": "application/json" } ticket_asset_response = requests.get(ticket_asset_url, headers=headers) ticket_response = requests.get(ticket_url, hea

Is there some way of adding an event custom view to my dashboard on the events portal?

Is there a way to add parts to inventory from a ticket? We have devices that we part out if the parts are viable and then add them to our inventory.

Hi We are wondering if there is a way to correct the line spacing on comments when viewing them through email. Please look at the example below.  

Is it passable to to make a required field somewhere in the ticket side to have a tech select if the device was “Accidental damage, Student damage, or Staff damage” and be able to filter the results after the ticket is closed?   

Our helpdesk has created a new custom field for intentional damage to devices. This custom field is set to be automatically applied to any ticket that has the “RMA” Issue. What we are expecting to see is that any ticket that currently has that issue assigned to it updates with that new custom field. What we are actually seeing is that if a ticket is opened under a different issue and it’s changed to “RMA” the custom fields don’t update to reflect that new issue. We are also seeing that if the ticket was opened before that custom field was added it will not get the new custom field.Is anyone else experiencing anything like this? Is this working as intended and if so, how to I get the new custom field added to all tickets with this issue?

See below. What is this icon supposed to represent? I asked support and they wouldn’t tell me.My best guess is that it’s an automobile engine with an exclamation mark inside of it, like you’d see on a car’s dashboard if it needs service.Enlarged: 

We recently started using the Facilities module in IIQ. Being an IIQ administrator already I have been helping the Facilities team with getting setup. Yesterday we had an interesting occurrence that I can’t wrap my head around. I replied to a ticket in the “Ticketing module”. The requestor replied to that email, but when they did, it created a new ticket in the Facilities module. This has only happened once with an external user (parent). We only use email to ticket creation.I came to the knowledge base and learned how to create a shortcut to send the ticket to Ticketing and vice versa. I updated the “Facilities” “from” email so it was no longer “notifications@”.Any other insight on why this may have happened would be appreciated. Thanks! 

Is there a way to convert a ticket that comes in from one of my agents to an iiQ corporate support ticket?  Example I as a district admin am unable to fix the issue my agent is reporting.  Instead of recreating the ticket can I assign the ticket to iiQ corporate support? 

I have a question about requestor ticket replies.  We have a few vendors that will alert us of safety and security concerns from within our network.  What we see currently is that a vendor will email an alert to the help desk, creating a ticket.  An agent will reply to the ticket and according to our vendor they then reply back, but the vendors reply is never received.  I’ve determined this is due to the ticket unique reply-to email address that is created for each ticket.  We have confirmed with this vendor that SalesForce (their ticket system) does not recognize the reply-to field.  Is there a way to fix it this so that the replies are received and added to the ticket?

When creating a template, an asset and location (and even the issue) are required. Objective is to create a generic template for a particular issue. Then when wanting to submit bulk tickets for an allotment of devices using the template.Unfortunately, an asset has to be associated when creating the template. Then when using the template for the bulk allotment, in the description the associated asset is listed in each ticket. Eventhough the different assets are properly attached to the tickets. Causing you to have to open each ticket to correct/amend the asset in the description to match the asset attached to the ticket. Frustrating and counterproductive. 

Can we change the name of a column in a view?  Example is we need to export the “Requested for Email” to use in another import/script but the column header needs to be specific like “User principle name” so we have to do the export of the view then change the column header each time.  Was hoping there was a better way.

I am creating a ticket template for multiple locations scheduled for work to be done at the end of the school year.  When that date rolls around is one ticket opened for all locations or a ticket opened for each location?Thanks!

Is there a way to filter by submitted time stamp or closed time stamp?  I would like to be able to look at how many tickets are submitted at certain times of the day, and I would like to see how many tickets are closed at certain times of the day.  For example, how many tickets were closed by agent x between 8am and 10am.

I recently created a required field for our Chromebook repairs to always needing a part… I did not think of the simple fixes that do not require a part. Is there a way to add a “Yes/No” choice to the field or update it using an “IF” with a comment like “no part needed”?

Is it possible to create a ticket but schedule a time in the future for the ticket to be open? I see that ticket templates can be scheduled, but I’m curious if it can be done without a template.For example: With a temporary employee, I would like to create a ticket and have it open on the employee’s final day as a reminder to suspend accounts, collect assets, etc.OR I have a random task that needs to be completed 3 weeks from now, so I would like to create the ticket today (while I remember it) but have the ticket open in 2 weeks.