New "Rules" on Actions

Today (9/30/24), there are some new implementations that I do not like. Actions are now required to resolve a ticket when using an alternate resolution (Resolve - No Response), when this has never been required before. Additionally, actions are now requiring that we add time to them in order to add them to the ticket. This is not a metric we use, so adding time is meaningless. Is there a way to disable these?

Additionally, as a sort of annoyance, when assigning a ticket before, the view was automatically agents so you were able to assign tickets to only users who were marked as “Agents”, but now it’s listing every single user in our district. We are a 28 school district, which is means there a lot of users. It’s so frustrating, is there way to change this back so the automatic view is agents?

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I can’t close the ticket even after I add an action.

For your second issue - I’d recommend voting and commenting your concerns on this idea…

We are a district of roughly 170 schools, closer to 200 locations in total that are staffed. Over 120k users in iiQ - we’re feeling the pain as well!!

Is this the discussion thread for IIQ down ‘Issue preventing users from closing tickets’?

if not, can I please get a link to that discussion?

@DYu 5900af1 ccps There is not a thread about the current issue iiQ is experiencing. However, we are aware and a fix will be released soon!

@HDault 5301452 d300 Thank you for submitting your question to our community!

I am going to look into this for you. Please stand by as I gather some additional information.

@HDault 5301452 d300 Would you mind testing this again to see if those actions are still required? We have released a fix for the resolution actions this afternoon.

It was just brought to my attention that this is happening to us now… the alternate “Resolve” options are requiring resolution actions.

I submitted a support ticket for this just now as well.

@jclark What is the ticket number so I can follow up?

254418

@HDault 5301452 d300 Would you mind testing this again to see if those actions are still required? We have released a fix for the resolution actions this afternoon.

They are still required.

@HDault 5301452 d300 I am following up on this now to see if there was an update that effected this.

This is still happening and is still an issue.

@HDault 5301452 d300 I am currently following up on an internal ticket for this. I will provide an update when I receive one.

Just adding my +1 to this thread. I encountered this issue when attempting to use “Resolved-Duplicate Ticket” earlier today.

Agreed. Roll back the changes. We now have to do double the work to close a ticket that is a duplicate, no issue found, etc.

Any updates on this?

Nope :(

@JStokes 263abef wcs Thank you for your patience. I have been out of the office. Our team is actively working on this issue. I will provide more info when I get it, but the current stage of our internal ticket is “in development.”

I just wanted to send an update that our internal ticket has been closed, and the fix has been released. Please submit a ticket to support if you are still experiencing issues.

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