Ticket Templates missing

Hi ​@AMeyer Greendale Schools ! When I log into your site, I am seeing one Ticket Template. It may be a caching/cookies issue. Are you missing others as well?

​@Melissa_iiQ huh, that’s strange. We have 22 total templates, and a usually 4 of them are visible on the “Create ticket” dashboard. I grabbed a screenshot of part of our list. The 4 that I’ve got in the red boxes are usually visible.

The Advance Students template looks like it’s being shared with the iiQ Admin account, so maybe that’s why you see it?

​@RSeward_iiQ I always forget to look at the permissions!! I don't think any of us were making edits to those recently but that fixed it.

Same thing is happening to me and nothing has changed on our end. I used templates regularly, but it has been a few weeks since I last used it due to summer break and now it’s gone. A permission issue doesn’t make sense as I created these templates myself, they were only shared with me, I set everything up and had been using it all this time without a problem. It doesn’t seem like I can access them anywhere at all now, but I can edit them. 

The permission was off and I was having trouble finding where to access the logs of who last made any changes. It doesn’t make sense anyone else would have made this specific change and I’m pretty much the only one who makes these changes. I was wondering if there might have been an update recently that would have caused this?

​@NEngland 743eb7a jeffersonrise Just thinking out loud here, I know you are in the iiQ admin role so the permissions given to that role should apply to you but I noticed the additional permissions, just for you. As a test, can you add the “submit ticket via ticket template” to that personal permission policy since your admin access is based on location for “Jefferson RISE”

This may solve this. 

​@NEngland 743eb7a jeffersonrise I wouldn’t be surprised if something went wonky after a product update. It’s certainly happened before 😅

I checked and updated the permissions as ​@RSeward_iiQ  had suggested, but my agents still cannot see the “Start with Ticket Template”. I also made sure to confirm that the ticket template is shared with the agents.

Nevermind. Issue was on my end. We push all users to the “Other Requests” and that prevented us to see the “Start with a ticket template” option

​@JC1 I am glad you were able to figure it out! Please let us know if you need anything else. 😄