Reply to a "Ticketing" ticket created a new ticket in Facilities

We recently started using the Facilities module in IIQ. Being an IIQ administrator already I have been helping the Facilities team with getting setup. Yesterday we had an interesting occurrence that I can’t wrap my head around. I replied to a ticket in the “Ticketing module”. The requestor replied to that email, but when they did, it created a new ticket in the Facilities module. This has only happened once with an external user (parent). We only use email to ticket creation.

I came to the knowledge base and learned how to create a shortcut to send the ticket to Ticketing and vice versa. I updated the “Facilities” “from” email so it was no longer “notifications@”.

Any other insight on why this may have happened would be appreciated. Thanks!

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Hi @MPeters 48079a4 stjacademy ! Thank you for your question.

I am happy to take a look at it and see what could have caused it. If you don’t mind, what is the ticket # you are referring to and how was it submitted? Internally or via email?

Thank you!

We have had this issue here as well, I thought it was something on our end, but now that @MPeters 48079a4 stjacademy had the issue, I am thinking it is something else. When we still had email in a ticket turned on, the email address was helpdesk@nkcschools.org, Now we have turned that “feature” off, and all uses must login to submit a ticket. We had a user forward a spam email to helpdesk@nkcschools.org and it went to Facilities. Facilities emails come from notifications@nkcschools.org . Maintenance was baffled on why they got it and contacted me. I am baffled why Facilities got it.

@iiqadmin The initial ticket was #6930. The reply generated ticket #6965 in Facilities. I transferred the ticket to Ticketing.

I submitted a support ticket for this yesterday and was told it was a known bug that is being worked on.

Thank you @jclark ! @MPeters 48079a4 stjacademy sorry for my delayed response. I did not realize I was logged in as iiQ Admin so I did not get a notification of your response. It does look like this is an active bug. Thank you!

@MPeters 48079a4 stjacademy

I also want to ensure you know the best ways to get tickets transferred into another module. While a short cut will get it done, it will not run any rules after transferring modules.

See this link for our Best Practice recommendations:

Hope this helps!

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