Tickets

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.

I’ve encountered some odd behavior that I can’t figure out. The guide on responding to tickets says that to do so via email, “respond above the designated line” to enter a comment.However, it is often adding the entire email thread to the comment, and sometimes it is not: From this test, it appeared to be cutting off the text when a signature was found, but I had a colleague try the same sign-off and it still printed the entire thread.What’s the logic this is operating on? There isn’t a visible “designated line” on any of the emails, and the signature behavior is inconsistent.

Can I set a time limit on how long a user has to reopen a ticket. We have some users reopening tickets to submit issues not related to the original ticket.Ideally we’d like to be able to deny the ability to reopen a closed ticket after 7 days.

I have been asked if there is a way to import a csv (or google sheet, etc) that will auto-generate tickets.  This will be used for certain campuses that are not putting in tickets regularly, but we still want their issues documented. Thank you in advance!

When a ‘Teacher’ creates a ticket, items assigned to them show as selectable, ie. Chromebook. Is there a way to make these selectable items appear if they match the Room Number assigned to the teacher?  Most technology stays in the room and the teachers move.  I understand that we could assign all the technology items, Newline Board, Newline OPS, Phone, Printers, projectors, etc. to the teacher but this would become cumbersome with the new school year moves.

Often, we need to search quickly for a ticket by using a particular word, and nothing comes up.  Even searching in Assets, the search usually doesn’t yield any results when doing a quick search for a keyword.  This is very frustrating, and we would like this to be improved.Also, is there a contact number for support, or do we contact our previous sales rep or trainer???

When mapping custom fields to a subticket, such as in this example, is there currently a way to sync changes from the parent ticket’s custom fields? Currently, if the custom fields on the parent ticket are updated, the subticket does not reflect any of the changes. I would like to be able to “link” the custom fields to the subtickets so when the parent ticket is updated, the subticket automatically fetches the new custom field values. I am not interested in pushing the values back up to the parent ticket. The reason for this is that I am using lots of custom fields and their mappings as part of our on-boarding/off-boarding processes. Having to go into each subticket and manually update fields like the start and end dates is tedious and time-consuming.

When creating subtasks and assigning the ticket and agent. Is there a way to resolve the parent ticket once the main task is complete and then have the subtasks completed later?  I ask this for when I have agents out for a day or two where the subtasks have to be assigned, but the main tasks ( I would have on the parent ticket) can be completed that day. Another example is In some cases if I was to create a employee provisioning ticket and the sub task was to provide training to the new employee it could take up to a week for the new employee to receive training. This could effect the SLA time on one persons tasks vs the other. Is there a way to resolve this? 

Is anybody actually using the Chrome Remote Desktop and/or TeamViewer or other remote support tools with success?The process to use them seems more tedious than using those tools outside of iiQ.End Users Login to iiQCreate a ticketWait until an Agent initiates the remote supportEnd User must be inside the specific ticketEnd User has to process/generate a codeBack and forth and so onIt doesn’t seem very usable.  But looking for feedback or use cases where other iiQ Customers have found it valuable.  Seems easier to use GAdmin - Remote Desktop or a TeamViewer Console.Not sure about other remote support integrations in iiQ and if they have a similar tedious initiation.

If you create a ticket on behalf of someone else and add a comment to the ticket does the on behalf of receive the comments or just the person who submitted the ticket?

Can admin modify the PDF statement to add a footer to the statement that prints, not the email.