Hello!
I would like to allow all of my teachers to submit Staff Device repair tickets using a single Ticket Template.
However, when I do that, it means I need to select a single Location and a single Model to submit the ticket under.
I have created a “Dummy Model” which can be selected at time of ticket creation called “Staff Device” and given it the issue type “Needs Service” which is just a Description field.
Given that we store device associations, building associations and more within IIQ, IIQ already has all of the information required to get the ticket in the correct state, without asking the user submitting the ticket to enter anything:
- Location of user will be their assigned Location in IIQ, fed from Google SSO
- Asset Tag of device is the main computer/device assigned to the teacher
- Model of device can be assumed from Asset Tag
At this point, truly all I require from the user is a description of the problem. I am not concerned at this time with having unique issue types per model.
Is there a way IIQ can (without API calls being made from an outside server) see that a ticket with FILTER states X and Y has been submitted and then make a GET call to fetch the User info, followed by a POST call to update the Ticket WITH that User info? I would rather not require my users OR techs fill in this information which was already stored in the system once. I have a rule: “No Numbers Typed Twice”!
