Hi All,
We are using the IIQ event module. When the user submits the event form, tickets get created and assigned to teams based on how the user filled out the form (example, if they selected “yes” to needing food, the a ticket gets created and assigned to the kitchen team). The problem I’m encountering is from the perspective of the teams.
For each of the teams, I’ve created a view in the ticketing module that shows each team all of the event tickets assigned to their team with a status of “upcoming.” However, none of the columns I am able to insert actually show them anything useful for identifying the individual events. They aren’t able to see who submitted the event, its title, or its room unless they click on each of the tickets one-by-one and look through each ticket’s details. As you can imagine, this is very problematic when you’re trying to find a specific event have lots of tickets to click through.
In the views I’ve created for the teams, the columns I’ve inserted are:
- Ticket Number - useful because it gets referenced in the email the team receives about a new event having been assigned to them
- Due Date - useful unless the date of the event changes (see paragraph below)
- Ticket - Not useful. Only shows a generic title and generic statement rather than the real event title and its description
- Location - Sort of useful. Shows the building where the even is located
- Room # - This shows as blank for some reason. It would be VERY helpful if it actually showed the room, but it does not.
- Requested By - Not at all useful. Shows “System Service” user rather than the real user who submitted the event
- Requested For - same as “Requested By”
The biggest challenge I think is with them seeing “System Service” rather than the real user who submitted the event. The next challenge is not being able to see the room(s) where the event is located. But a third challenge comes from the due date. In the ticketing module, the ticket template that does the magic of creating the tickets for the teams sets the due date as the event’s date when creating the ticket. This is great unless the event’s date changes. If the date of the event ends up changing, which happens regularly around here, the due dates on the team tickets don’t update to reflect that new date. So, the teams are blind to the new dates unless they’re manually told of the change. Similarly, if the event changes rooms, the team is unaware because the “room” column currently doesn’t show anything. That’s an enormous concern right now.
I’m still new to Incident IQ, so I apologize if there is an obvious fix for this or I’m not describing something correctly.
