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New Ticket button not working


For our staff and faculty groups the New Ticket button is not working.  I have checked permissions on the admin side and they have access to submit tickets.  The button that says new tickets in the left menu is gone and when you click the one on the right side of the screen under the tickets menu nothing happens.  PLEASE HELP

 
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Best answer by Kathryn Carter 26 June 2024, 20:55

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@PCocklin 74723bd carthageisd Thank you for submitting your question to our community! 😄

I am currently looking into this for you. Just to confirm, you are missing this button? 

 

YES!  That is the button I am not seeing.  Thank you

 
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@PCocklin 74723bd carthageisd I have submitted an inquiry to our Development team, as your new ticket button should be populating. I will let you know as soon as I hear back from them! 

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I have submitted an IIQ Ticket but our New Ticket button has also disappeared for the Staff Role. There is a new ticket button in the top right but it isn’t working.

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@BMcBeath 927e820 joshuaisd I will add your district to my internal ticket! Thank you for letting me know!

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I figured it out. It seems like previously if you had it turned on for Users to be able to Submit Tickets, that the Ticket Navigation Icon showed up on the left. I now had to enable the permission to show the Ticket Navigation Icon on the left.

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I am however having a seperate issue now. Users are unable to see their previous tickets as well as everyones dashboard is blank. 😔

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@BMcBeath 927e820 joshuaisd I will update our ticket. You should not have to enable the ticket nav in order to see the new ticket button. 

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Any movement on this on your ticket @Kathryn Carter ? I have a support ticket open myself and have been working with a support agent, but I don’t feel like we are any closer to figuring this out. Included a screenshot for reference. Affecting all users in the Staff Role. Blank Dashboard and no New Ticket Button.

Happens on all browsers and doesn’t matter if its incognito or not.

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Also, here is a screenshot of my Default Staff Policy. This was previously called Global Permissions - Staff.

It is the only policy that my Staff members are getting.

I began seeing this issue as well yesterday with my test account. It has a blank Dashboard, and the New Ticket button does nothing at all. The circle in the top left is red indicating to me the correct product isn’t being loaded?

I have another user who has basic Staff rights in Ticketing, zero permissions in Facilities, but high-level rights in Events. The New Ticket button is no where to be found, nor does she have the ability to switch between the three products. She is however set as an IIQ Admin as her user role, though I’m told that no longer matters with Permissions v2.

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@JBrataniec 7604dc8 uofdjesuit @BMcBeath 927e820 joshuaisd @PCocklin 74723bd carthageisd I was just informed for a workaround that can work for now to set the initial product for those users in bulk. 

I went to the user’s tab and filtered by the role. Next, select those users and click other. You can set their initial product to Facilities. This will allow this to pop up for them. Our ticket is still being investigated as well. 

Please let me know if this helps in the meantime til we have a solution from our Dev team. 

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@Kathryn Carter unfortunately this did not work for us. I bulk changed the staff members I’ve been using to test with and no luck. Gave it about 30 minutes and tried again, even tried a different device. No change.

I didnt notice it before but if its of any significance I’m also seeing the red circle in the top left like @JBrataniec 7604dc8 uofdjesuit mentioned.

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@BMcBeath 927e820 joshuaisd I will add that feedback to the ticket. 

The left top circle indicates which product you are using. For example, the Facilities color is red/orange, so you should see that circle in that color. I took my screenshot from a Ticketing module (hence the blue). 

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@Kathryn Carter

I think I just figured this out. I spot checked some of the users that I did NOT change their product over to Facilities and noticed that their product circle were all orange. I changed their as well as my other test accounts from yesterday over to Ticketing using the same instructions from yesterday and now everyone has a dashboard again and can see the New Ticket button.

 

So the problem this whole time was with this last update all of our Users landing pages were switched over to Facilities.

I also made the change in the Ticketing module on my test account two hours ago and there has not be any progress.

 

I open a Private Browsing session for my test account, and the second after I log in, I am immediately loaded into the Events module (red circle, orange is Facilities). This account has basic permissions in across the board, and yet it cannot do anything. Other users, Staff or Faculty, are able to access the system successfully. They are able to view the Dashboard and create New Tickets. They load into blue Ticketing.

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I just wanted to update you that your districts are not the only ones reporting this, but it is on our Dev team’s radar. I will let you know any additional information I receive. 

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@JBrataniec 7604dc8 uofdjesuit I just followed up with my team again, and they advised that if setting the initial product did not work for you to submit a ticket to our Support team. 😄

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I had the same issue with my test account, but setting the initial product to Ticketing it got it working for us!

Thanks @Kathryn Carter!

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@DHenry Glad to hear it!!!! 

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