The Required Ticket Actions feature provides admins with the power to create and customize specific actions that can be applied to tickets, allowing for greater adaptability to meet the unique needs of their operations. This feature is designed to enhance workflow efficiency by enabling admins to define exactly what steps should be taken when managing tickets, depending on various criteria or circumstances.
The following are the different ticket actions that are available for an application to a ticket:
Total Labor Time (Ticket must have labor logged)
Has Resolution Action? (Ticket must have a resolution action)
Parts Used (Ticket must have at least one part applied)
Issue Type (Issue can't be an issue not listed)
Has All Resolved Subtickets (All subtickets must be resolved)
This feature is only available for the iiQ Ticketing Module and the iiQ Facilities Module.
Required Ticket Actions are supported in the iiQ Mobile App.
Permissions
Admins will now have access to a new Admin page for required ticket actions. Districts will also be able to restrict access to the management of this page via new user permission "Manage Required Ticket Actions.”
Predefined Require Ticket Actions
The following predefined required ticket actions for both the iiQ Ticketing Module and the iiQ Facilities Module:
Resolution Action Required
Has Resolution Action? (Ticket must have resolution action)
Part Required
Parts Used (Ticket must have at least one part applied)
You have the ability to modify or remove the predefined ticket actions.
These are predefined actions that are not applied to tickets. To apply them to a ticket, you will need to create a rule. Please see the sections below for more information.
Creating Custom Required Ticket Actions
To access the Required Ticket Actions page, go to Admin > Required Ticket Actions in the left navigation menu.
At the top right, select Add Required Ticket Action.
*Name the Required Ticket Action
This will be the content that is shown to the agents working on the tickets.
*Choose Conditions for Action Completion
Specify the ticket conditions that successfully meet the requirements for taking action on a ticket.
Total Labor Time (Ticket must have labor logged)
Has Resolution Action? (Ticket must have resolution action)
Parts Used (Ticket must have at least one part applied)
Issue Type (Issue can't be issue not listed)
Has All Resolved Subtickets (All subtickets must be resolved)
The Action will not appear on tickets until a Rule has been configured to apply it to tickets.
Once you have created your Required Ticket action, the next step is to navigate to the rules engine. Here, you will apply the action to a specific ticket by utilizing various filters within the rule creation process. When creating the rule select the action Add Ticket Required Step.
The Action in Rules can be set up for all trigger types except Resolved and Cancelled.
Once the Action has been applied to a Ticket, it will automatically check the Ticket Action’s conditions against the Ticket during every Ticket refresh. A manual Refresh button added to the ticket step allows the user to refresh the action as needed manually.
Once the success criteria have been met, the action will be marked as completed. However, if the success criteria are no longer met before the Ticket is closed, you will not be able to close the Ticket if the action is not marked as complete.
The “Work Tickets” and “Set Status” bulk actions are currently a loophole for all the required ticket actions. At this time, Admins and Agents will still be able to close tickets using bulk actions even if the required steps are not completed.
Please note that if you have a stale rule configured with the action "Set Status" (only close if required steps are completed), it only considers the site options required steps.
Selecting Delete will make a window pop-up confirming the user wants to delete it; selecting Delete will delete the Action.
The action cannot be deleted if it is currently in use in a rule. An error message will appear, informing why the action cannot be deleted.
If the Action that isn’t used in Rules but is currently applied to a ticket is deleted on this page, this Action will not be removed from the ticket it has been previously applied to.
The Action will not appear on tickets until a Rule has been configured to apply it to tickets.
The Action should never be retroactively removed from Tickets if the action or the rule applying the action is deleted.
The Action in Rules can be set up for all trigger types except Resolved and Cancelled.
These required actions cannot be removed dynamically based on Rules.
Rules Engine allows districts to specify which tickets need to have the Required Action and provide an additional layer of customization that isn’t currently offered by Site Options for Ticket Actions.
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Hannah Bailey - Director, Customer Engagement