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Switching a ticket from Facilities to Technology side of the house

  • 27 February 2023
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We are a K-12 using both the Facilities and Technology product concurrently. From time to time our users incorrectly place a ticket using the facilities entry interface as apposed to the technology interface. Is there a way to switch the ticket over to technology and vice versa without having to delete and re-enter the ticket?

 

Thanks!

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Best answer by Kathryn Carter 1 March 2023, 20:07

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@COUSD_Admin Thank you for submitting your question. 

@vince & @blankenshipr did an INCREDIBLE job explaining how to do it with screenshots and a step-by-step. Please check out this thread: 

I hope this helps 😄

Seriously, the resolution for this is way too involved.  Something like this should be no more than 3 clicks to completeion.  Creating a shortcut for something that should be a default option makes no sense.  Even SchoolDude made this stupidly simple.

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@MCoogan 3706a6b tamaquasd Have you checked out the above thread? You can create a rule or shortcut to make this easier for you! 😄 Both options are outlined in the thread. 

@MCoogan 3706a6b tamaquasd Have you checked out the above thread? You can create a rule or shortcut to make this easier for you! 😄 Both options are outlined in the thread. 

The above thread is a solution for an issue that should not exist. 

 

An IIQ administrator should be able to route a ticket to the correct product out of the box and it should not take ‘figuring it out’, as described here, to do that.

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@MCoogan 3706a6b tamaquasd Thank you for sharing your insight here. You are able to submit a feature request to have this without a shortcut to our Idea Exchange. In the meantime, here is a screenshot of the steps to set up a shortcut to be able to send a ticket to facilities. 

I hope this helps 🙂

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If the requestor selects the ticket type “Facilities” on the first step of the ticket submission process, all tickets will be generated on the facilities module. 

 

 

 

 

If the requestor selects the ticket type “Facilities” on the first step of the ticket submission process, all tickets will be generated on the facilities module. 

 

 

 

 

Thats great.  Not the issue.  Sometimes tickets get emailed to the wrong queue.  Sometimes a tech issue turns out to actually be facilities by fault or investigation (and vice versa).

 

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So we are wanting an easier way from within a ticket to move that ticket to the facilities/other modules. Would love to see this in our idea exchange. 

As suggested the best workaround for this right now is creating a shortcut and sharing it out with other agents. 

 

 

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Here is an idea to upvote that is similar to this conversation - 

 

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