@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: 

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. 

@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??

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.

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

Thanks @jclark16 for their first step!