I am seeing tickets submitted without anything in the “Describe your issue”. I thought this field was mandatory for all tickets. This is new behavior and was wondering if it was a bug or something in settings I need to check to ensure that this field is mandatory. I could not find anything in the options.
Solved
Tickets being submitted without anything in "Describe your issue"
+4Best answer by bnelson_iiQ
Sure. I can open a support case but just wanted to know if this was new behavior I should expect.
Here is the ticket numbers that happened today that I noticed
#26235
#25211
Good afternoon, bwilkerson. I hope you are doing well and thanks for those example tickets. After reviewing it appears that the reason the Issue Description wasn’t required in this case is because of the Issue Category / Issue Type selections made by the user during ticket submission. When selecting anything other than “Issue not listed” the system will allow the submission to go through.
So, in this case the user selected [MODEL] - Connection Issues - Cannot Connect. This serves as a basic description of what is going on and is generally enough for an agent to get a quick understanding of the issue at hand. If they had instead selected [MODEL] - Issue not listed they would have automatically be required to fill in the Ticket Description field.
With that being said, if you want to ensure key information is filled out on certain issues during ticket submission I highly recommend adding additional custom fields for users to fill out. I hope this information helps and if you have any additional questions or concerns please let us know!
+18
Can you provide me with an example ticket number so I can dig deeper into this? Thanks!
+4Sure. I can open a support case but just wanted to know if this was new behavior I should expect.
Here is the ticket numbers that happened today that I noticed
#26235
#25211
Sure. I can open a support case but just wanted to know if this was new behavior I should expect.
Here is the ticket numbers that happened today that I noticed
#26235
#25211
Good afternoon, bwilkerson. I hope you are doing well and thanks for those example tickets. After reviewing it appears that the reason the Issue Description wasn’t required in this case is because of the Issue Category / Issue Type selections made by the user during ticket submission. When selecting anything other than “Issue not listed” the system will allow the submission to go through.
So, in this case the user selected [MODEL] - Connection Issues - Cannot Connect. This serves as a basic description of what is going on and is generally enough for an agent to get a quick understanding of the issue at hand. If they had instead selected [MODEL] - Issue not listed they would have automatically be required to fill in the Ticket Description field.
With that being said, if you want to ensure key information is filled out on certain issues during ticket submission I highly recommend adding additional custom fields for users to fill out. I hope this information helps and if you have any additional questions or concerns please let us know!
+4Thank you for your response. We have been using IIQ for years and I thought the Describe your Issue was mandatory on all ticket categories all this time. We really did not see too many tickets come in without a description until recently.
“Have you tried turning it off and on again” - Roy Trenneman
Thank you for your response. We have been using IIQ for years and I thought the Describe your Issue was mandatory on all ticket categories all this time. We really did not see too many tickets come in without a description until recently.
You’re welcome and thanks for being with us for this long! If there’s anything else we can help to clarify you can always reach out again!
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