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Pre-define tasks when user is created

  • July 17, 2023
  • 6 replies
  • 144 views
C
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I would like to create a set of tasks to be completed when a new student user is created in incidentIQ. For each new user, the workflow needs to:

  1. Assign ticket to team A, who will
    1. Assign a device, then
  2. Assign ticket to team B, who will
    1. Confirm user account has been added to proper groups
    2. Confirm correct email data in SIS and FinalForms (data entry)
    3. Verify the student has been assigned a schedule so account syncing begins successfully
  3. Resolve ticket

I have a rule that is triggered when a new user is added and attached a ticket template. I added those steps as “resolution actions” in a ticket template, but that appears to represent things that are already complete, rather than steps to be done. 

What is the best approach for this task?

 

 

 

Best answer by jclark

Subtasks and subtickets could both be very fitting solutions here. Unfortunately, I don’t see either as options under the Rules “perform actions” or Template workflow details. 

@crestviewschoolsadmin For this, you have to install the “Advanced Ticketing” app. You can go to the “Apps” section in your left nav, click “Browse” and it’ll be listed in there.

6 replies

Kathryn Carter
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@Chad Lemon Thank you for your question!

I just did something like this with another district using rules to assign tickets when needing to move along to the next person. I would suggest creating a custom status that will trigger a rule to escalate the ticket to the next agent in charge of adding new information. 

 

For example - Agent A gets the ticket and assigns the device; Agent A then changes the status to “needs confirmation” or something along those lines. After that, a rule will reassign the ticket to another agent who will complete your step 2. After that, Agent B can resolve the ticket. 

Is this something you are looking for? I am happy to provide more detailed screenshots if needed. Here are the guides for custom statuses: 

 

Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
C
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Thank you for your reply, Kathryn.

The steps for transferring tickets between agents may be helpful. The other half of the question is how I can predefine a list of tasks which must be completed before the agent completes or transfers the ticket. 

Kathryn Carter
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@crestviewschoolsadmin Okay, I am going to start with the second half of your question. 

You can create subtickets, which would be required but would make them separate into separate tickets. You could use Subtasks, but they would not be required to check them off before closing the tickets; subtasks are more like a checklist, while subtickets are child tickets to the parent ticket. 

Going back to the first part, a few questions. First, do your agents have permission to change the agent/team on the ticket? Second, do you want this to round robin to a new agent, or is there a specific agent the ticket should go to each time? Lastly, is only your IT team who are all agents changing the agents or is it iiQ admin as well??

Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
C
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Subtasks and subtickets could both be very fitting solutions here. Unfortunately, I don’t see either as options under the Rules “perform actions” or Template workflow details. 

J
Specialist
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  • jclark
  • Specialist
  • Answer
  • July 26, 2023

Subtasks and subtickets could both be very fitting solutions here. Unfortunately, I don’t see either as options under the Rules “perform actions” or Template workflow details. 

@crestviewschoolsadmin For this, you have to install the “Advanced Ticketing” app. You can go to the “Apps” section in your left nav, click “Browse” and it’ll be listed in there.

Kathryn Carter
C
Kathryn Carter
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@crestviewschoolsadmin I have reached out to your implementation specialist to help you get set up! 

Thanks @jclark16 for their first step! 😄

Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
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