Tickets

Is it possible to modify ticket notification subject line to include more detail? We have a ticker that uses the subject line to display and would like to have an email sent on ticket creation with ticket number, subject, location etc.   I tried creating a rule but did not see a way to create variables or expressions in the email rule. For instance are old system web help desk had this: <ticket_id> = Ticket number <request_type> = Request Type <status_type> = Status Type <priority_type> = Priority Type <client> = Client's full name <client_short> = Client's first initial and last name <client_phone> = Client's primary phone <client_email> = Client's primary e-mail

We’d like to be able to make ticket templates for our PMs at a semi-annual (twice per year) frequency. The system has options for annual and quarterly which we can work with, but a lot of our PMs are scheduled on a semi-annual basis to match the start and end of the school year. We could write two different ticket templates (Spring/Fall) under an annual basis or make it a quarterly PM and ignore two of the quarters, but neither are efficient. 

Is there a way to have IIQ automatically generate a ticket if a user status it set to No Access (disabled), but they still have an asset assigned to them?  We occasionally have staff and students leave the district with their devices and we want a way to have IIQ identify those devices easily and auto generate a ticket for our helpdesk/inventory manager to follow up on.

I have read through quite a lot of knowledge-based articles, but I’m not finding the specific situation I’m trying to do. I would like when I sort something by status to have a specific status be listed first. I would like for submitted tickets to be shown first. 

Hello, I have an Agent who is unable to print tickets. It is giving them this error StatusCode":401,"Message":"Attempted to perform an unauthorized operation.  Is there a permission that needs to be enabled in order for them to print these tickets? I couldn’t find any in the permissions tab. I’m an IIQ Admin so I was able to print a ticket with no problem. I wasn’t able to see how to enable printing for the Agents. Thanks!      

This blue information button started appearing a few days ago.  In my environment, it jumps all over the screen as you are adding information to a ticket.  Is there a way to remove this? 

We are new to iiQ and have the following scenario: IT needs a new port set up in a classroom and Facilities has to go in and run the cables and set up the physical port on the wall.So in our workflow we would have an IT ticket to do the work and then a sub ticket for Facilities.  I have created a rule to allow this to be automatically generated in Facilities when we need a new port, but I cannot get the Location to populate based on the parent ticket in IT...the location HAS to be already specified in the Facilities ticket or based on who is requesting it or who it is for, which in this case is none of the above.  I just want it based on the parent ticket location chosen. How can I do this?  Is there a workaround using a webhook to come back around through the API and update the Facilities ticket with the correct Location?  If so, what’s the code look like?  I am assuming when the webhook hits the Facilities ticket # is already available and the location

We would like to have time added to due dates as this would be useful when scheduling appointments with staff for such things like deploying equipment

I have a error in exporting data from IIQ views. got a error Error! [One or more errors occurred. (Name or service not known)] need to know what is the issue is

We need to create 2 tickets from one user submission. These tickets are not to be linked or parent/subtickets of each other. We need the exact same issue description in both tickets. The tickets will go to separate teams based on rules. Is this possible?

Is there a way to remove the set up and break down times from the event requests?

Is there a character limit when adding text in the Issue Description box?We have started creating tickets via API and would like to know if there is a character limit so we can prevent errors from happening when attempting to create a ticket.It would also be great to add a character limit amount to the Issue Description section on the front end, as well. (i.e. Character limit: 0/500) 

I would like the ability to export data to a csv file of an agents and thier responses/reasonings to closing of tickets. !--a=1-->

This just us, or are tickets / IIQ not loading fully right now ? 

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": "app