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Find FAQ's about Ticketing and favorite Ticketing workflows from other districts

679 Topics
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679 Topics

CSlobodian 8175692 hcsdObserver

asked in Tickets

How do I have a survey get emailed to users who put a specific ticket type a week after the ticket was resolved?

jo.cpaParticipant

asked in Tickets

Quick tickets - Filter by date

We made slightly more use of Quick tickets this school year.Is there a way to use a Date Range filter (without year) so the work we put in for a Quick ticket display is repeatable?The use case is that at the start of the SY, testing windows, holidays, end of SY, tech initiatives… etc that we do each and every year would benefit by displaying the relevant Quick tickets at that time of year.

KBremner 76000e4 mtbluersdObserver

asked in Tickets

Unstart a ticket

Is there an option to unstart a ticket? We have certain tickets that are often put into our system incorrectly. I set up a shortcut that allows my techs to change the issue, assign the ticket and add a comment regarding the proper way to enter it in the future. To do this, the techs have to ‘start’ the ticket. This means that when the next person comes to actually start the ticket, it won’t auto assign to them. I would like to have a shortcut action that would uncheck that flag.!--a=1-->

josborneObserver

asked in Tickets

Agent Ticket Collision

It would be great to have a visual indicator when you open a ticket to see if there is another agent actively viewing the same ticket. Some companies call this “Agent/Tech Collision” and it prevents something being double worked.

CGill 44393f9 beltonisdObserver

asked in Tickets

Generate tickets from a CSV file

I have been asked if there is a way to import a csv (or google sheet, etc) that will auto-generate tickets. This will be used for certain campuses that are not putting in tickets regularly, but we still want their issues documented. Thank you in advance!

MeganrObserver

asked in Tickets

Is it possible to view all agents’ data on one page. For example is there any way to create a view with all agents showing their current total open tickets as well as their resolved tickets for the week? It would be useful to have this data in one spot to monitor and compare

JSanic 607fe2f friendsObserver

asked in Tickets

Adding follower based off custom field

Is there a way to add a follower to a ticket based off a custom field that is required to be filled out on a new ticket? I am trying to create a rule that will add a follower based of one of our custom fields but when I see the follower options I only get these threeI see that on the asset options I have “Set asset owner (by Custom Field)”. I would like to know how do I activate this feature for the follower options.

STPittsingerObserver

asked in Tickets

How do you handle what would normally be a group ticket?

Here’s my example - Several teachers are getting the same error in Lanschool. Right now each teacher submits a separate ticket and I put them together in a work package. Is there a better/different way to handle tickets like these?

ENelson 5407eb1 ahschoolsObserver

asked in Tickets

Subticket assignment help

When creating a subticket with a rule or template can I assign the requester to work the subticket automatically? We are trying to set up iiQ to create subtickets automatically when a certain ticket is created, and have one of those assigned to the original requestor of the parent ticket.We have tried setting the ticket template set to “assign to submitter” as an “action” but something seem to be conflicting with that and It keeps going to “System Service”

AWhippleContributor

posted in Tickets

Rules Engine Organization

We use many rules for assigning tickets, creating subtickets, assigning SLAs, sending Webhooks, etc, which has been great, but we have gotten to a point where we have 75+ “When Created” rules, which all affect tickets differently. Part of it is on us, we are trying to simplify and reduce the number of rules, but we also just have many rules that do different things, so not all can be simplified. All that being said, my question is this: How do you keep track of your rules, what does what, and making sure new rules are placed correctly? Do you use rule names to do it? or do you have another method? I feel like there is an easier way to do it, but maybe I’m missing something. Thank you for the response!

CLee 1176405 shakopeeContributor

asked in Tickets

Comment / Note added during rule

Thinking this isn’t currently possible or I am missing how to configure. There are a few tickets that when they hit rules for routing and such we would like to add internal message/note of process to follow. I am not seeing anyway to do that in the rule process has anyone figured out a work around?

SSchlomann 4706981 sdwObserver

asked in Tickets

Auto Assign to ticket creator

Hi all brand new to IIQ so if I am posting in the wrong place please be gentle.My question is there a way to have a rule auto assign a ticket to the creator. I created a category called To Do list and will use that to track my personal project list. Wondering if I could create a rule that when that category is selected it auto assigns to the person that created it.

MPeters 48079a4 stjacademyObserver

asked in Tickets

When changing issue the ticket reverts to "start ticket"

Recently I’ve noticed a change in behavior when I “Change Issue”. Because all of our tickets come in via email we assign the generic “Other” issue to it when it’s received. Then the ticket is assigned to our team and then an agent. The agent will then update the issue using the “Change Issue” button.Recently I’ve noticed now when I push Change Issue, it reverts to start ticket after changing the issue, even though the ticket was already started. We have to then click start ticket again to the issue will be changed and confirmed. Is this the intended actions moving forward?

nunesaObserver

asked in Tickets

Ticket is attached to device, but not the owner of the device

I had a couple questions about best practices when creating tickets. We've noticed that when creating tickets for chromebooks or iPads using the "New Ticket" Button, once the ticket has been created the ticket doesn't attach the owner as " requested on behalf of " unless we do it manually after. Is this normal? If I create a ticket on the device info page it does attach the asset owner automatically. Is there a reason for this? or is it just a glitch?

esamObserver

asked in Tickets

Limit ticket access to group

Is there a way to limit access to certain tickets to a team?I have assigned the ticket to a team but other agents can still view it. We want to limit access to tickets that might have sensitive data.Thanks

RSpino 403f971 e2ccbObserver

asked in Tickets

Labor Hours Report

I need a way to be able to pull these labor transactions into separate lines on a spreadsheet. Does anyone know how to do that?? Every report I do either combines the total labor hours or it will give me 2 lines but both lines have both labor totals. This should be very simple to do since each labor transaction is its own record.

JSnodgrass 836fc4 ysd7Observer

asked in Tickets

Is there a way to display the room number on the default view of tickets?

Often I use the app on a smart phone. It would be nice to see the room number without clicking into the ticket and scrolling to the room number?

MWhited 1874319 heartlandaeaObserver

asked in Tickets

Out of Office message on ticket creation

Our office is going to be closed for the holidays. How do we include an out of office message on every ticket creation email?

esamObserver

asked in Tickets

Dynamic Filters

Hi all,Is there a way to create a ticket view that has dynamic filters based off team and location? Maybe iiQ has a permission setting that will do this?We have 10 locations and 3 roles at each location. I am hoping I don’t have to create 30 views.Thanks

JRowe 1017e3 scucObserver

asked in Tickets

Ticket - Assigned user - Filter by Role - Change for all

This is great that the agent role is set to the default when assigning a ticket to another person but we have many others that are admins and it still adds a extra step. Is there a way to set admins and agents as the default?

CSlobodian 8175692 hcsdObserver

asked in Tickets

API Ticket creation

I am trying import some tickets from an old system via the API. The only thing I am not able to figure out is setting the created date to the date from old system and not today. The API responses have the created date in the format of YYYY-MM-DDTHH:MM:SS as in 2024-12-12T14:30:00 but when I try that format it doesn’t seem to work and sets the date to today. Is there another format or can created date not be anything but today?

SMarion 490b5a6 purcellps

asked in Tickets

How add custom fee

How do you add a custom fee. There are already some options, but I don’t see where to create custom fees that can be made for tickets.

Rich BykowskiObserver

asked in Tickets

Ticket reporting

Hello- Is there a way to run reporting based on tickets? Examples being:Users with the most tickets Assets with the most tickets I’m looking for options to dig deeper into ticket numbers and to see what users/assets have the most issues over time. Analytics is nice for a bigger picture view, but hoping to see more. Thanks.-Rich

chewbContributor

asked in Tickets

USB Webcam not working

Is anyone else seeing this issue where a usb webcam is not working to take a snapshot? I have deleted cookies, restarted the browser and computer, tried a different webcam, tried a different browser, made sure that allow is set in camera settings, and it is still not working. Any help would be much appreciated.

bbeaudetteParticipant

posted in Tickets

How to manage projects in IIQ

In my soon-to-be previous ticketing system, I could create ticket ‘types’ and apply SLAs to those types. For example, most support requests are ‘issues’ (broken screen, can’t connect, etc) that get a standard SLA (reply in 1 day, resolve in 1 week). However, some are ‘projects’, such as building a new computer lab, refreshing network infrastructure, etc that would get a much different SLA (reply in 1 day, resolve in 30 days).In IIQ, I only see ticket ‘status’ as a way to create this functionality or building a new issue chain. Using status is not preferred, as project tasks also need a status field. Building an issue chain requires building duplicate issue types under a project issue category.How are other IIQ users leveraging the system to manage quick/standard issues versus long-term/complex project issues?

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