Tickets

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

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