Our district is new to iiQ and our admin team has created a few ticket templates. I have noticed several issues when working with these.
When I (an agent) want to put a template in they can only be accessed if I submit ticket under the user. The templates do not even show up if I select an asset.
In order to even do this I need to refresh my ticket system because when I click submit ticket under the user the system will automatically pull up the last asset I placed a ticket under and templates will not show.
Assuming I have refreshed and I click submit ticket under the user, I can now select a template, but when the ticket is submitted it is not submitted on behalf of the user, assigned to me, or assigned to my team. I have to manually assign everything after closing out the user’s screen and the ticket will be in the background.
My iiQ admin has assured me the tickets are set to assign them appropriately.
Any ideas?
