Tickets

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.

Our agents wanted a rule / status change when a requester replies to a ticket. I created a custom status “Waiting on Agent” with the workflow stage “In Progress”. I created a rule that should trigger when a requester comments, the status changes to ‘Waiting on Agent”.However it seems that I can’t get the role to filter out when an agent comments (however, if they select “waiting on requester” it will change the status). I do the help desk, and assign tickets to other agents. So if I commented, it will say “waiting on agent” (which is not what I wanted for the rule).   Here is the original rule I had:   I made a copy changing the status (only close if required steps) and excluding agents instead)

My district does not have campus-based techs; instead, we rely on a small team of district techs. As our district experiences rapid growth, our department remains limited due to budget constraints. To improve efficiency, I want to leverage IIQ to streamline workflows and support our techs.How do you use IIQ to enhance tech efficiency, particularly in handling student-reported device damage and ensuring timely support and replacements?We are exploring the idea of setting up a kiosk in a central location where students can complete a Google Form that automatically generates a ticket in their name within IIQ. This solution seems to be our best option since we cannot staff a tech at every campus, and we are also losing librarians, who previously provided valuable assistance. 

So not sure if this is possible with rules. We have a rule when IQ receives an email from Classlink OneRoster. (system we use to create staff accounts in AD and Google) to create a ticket for onboarding a new user. We have detailed information in the descriptions about that user.On that same rule we have IQ create subtickets for things like setting up a phone and another subticket for ID and another for sending a welcome letter to the user.  Is it possible to pass variables from a parent ticket to a subticket and doing that through rules?   

Need agent team to match when reassigning. Example: Ticket is currently assigned to Jane and Team A. Jane reassigns ticket to Ralph in Team B. Ticket stays with Team A unless manually changed. Is there a way to automate the team change based on the agent? (without setting a rule for EACH agent)

I feel like this has been asked before, and I also feel like I’ve made it work before, but I can’t seem to find a post anywhere here about it. Can custom fields be added to ticket templates somehow? If not, I’ll post an idea with our use case.

To help with reporting and audit, our team needs to ensure that every hardware ticket that gets submitted is tied to a specific asset.Ideally, during the ticket submission process, the user should simply select the asset (based on its location, their favorites, by entering the asset tag number, etc.).But what if the user doesn’t do this? What if, during the ticket submission process, the user instead just selects the associated model type from this junk drawer of device categories?If a user selects hardware via this Device Category option, the ticket won’t be linked to a specific asset.Is there a way to flag these tickets as not being tied to a particular asset? Is there any functionality in Incident IQ to require a ticket to be associated with an asset?

Hello everyone,  I am in the process of building our Events platform. The goal is to automatically create a ticket on facilities or IT platform if one of those departments is needed. I created the template and the rule to make that happen, however, when the ticket opens on the Facilitiy side it just Facilties/Events in the subject line. Is there a way to grab the same subject line from the Events portal and have it open the ticket on the Facility and/or IT side of it with the same subject line? 

For E-mail to ticket creation does anyone have a working way to grab the subject of the email and push that into the ticket . (( subject of email shown on ticket before clicking into it ))  ON ticket after click, ticket missing “TEST test test” subject line.  

I would like to be able to add a custom field that uses Mulit-select AND other text box.  Currently I have a custom field called Best Time where users can select a preset time for service.  I would like to be able to offer an “other” choice that would then give a text box for them to type a custom time. Periods are great for middle and high staff but not so much for elementary. 

We’re setting up IIQ and I’ve noticed that I’m still receiving SLA due date email notifications on our test tickets even after they’ve been resolved.  Not sure if this needs to be an SLA rule or a notification setting.  Is there a way to close out the SLA on resolve?  I haven’t found a solution by searching through the Community and KBs.Thanks.