iiQ IT Pro - Remote Support Ticketing Page Overview and Management

iiQ IT Pro enables districts to create multiple Remote Support Ticketing forms, with each form assigned a unique link for specific use cases.

This guide details the Remote Support Ticketing page grid and functionality within iiQ IT Pro. For detailed instructions on configuring form details, please refer to this guide.

Note: The ability to create multiple Remote Support Ticketing forms is available only in the IT Ticketing module. However, you can create a Remote Support Ticketing form and specify the Facilities Category/Issue (e.g., Facilities > Heating & Cooling).

Remote Support Ticketing Page

Navigation: Access by selecting Tickets > Remote Support Ticketing in the left navigation menu within the iiQ IT Ticketing module.

Content: Displays a grid view, listing all existing Remote Support Ticketing forms.

Columns and Sorting

Column	Description
Name	Displays the form name.
Fallback Location	The default location is assigned to a ticket if the end-user selects "I don't know" during location entry.
Starting Point	The stage in the ticket submission process where an external user enters when using this specific form. The starting point can vary and is determined by Admins when creating the form.
Remote Support Enabled	Toggles public accessibility for the form. True = Enabled False = Disabled
Short Code	A unique identification code is generated automatically upon saving the form.
Public URL	Displays the following additional actions: Preview Registration: Opens a preview of the registration page as it appears to guest users. Preview Remote Support Form: Opens a preview of the full support form layout. Copy Link/URL: Copies the direct link for the selected Remote Support Ticketing form to the clipboard.

The Name column is sorted alphabetically by default. Click the arrows next to the column name to sort it.

Search

To find a specific Remote Support Ticketing form, use the search at the top of the page.

Matching is performed against the Name field and supports:

Partial matches
Case-insensitive matching
Matches anywhere within the form name (not limited to beginning or ending text)

Managing Forms

Creating New Forms

You can create new forms by selecting New Remote Support Form.

For detailed instructions on configuring form details, please refer to this guide.

Editing Forms

Select the desired form to open the Form Details page. Apply the necessary updates and click Save to finalize your changes.

Deleting Forms

To delete a form, select it from the page and click on Delete in the top right corner. A confirmation message will appear to prevent accidental deletion.

Impact: The form link will become inactive immediately upon deletion.
User Behavior: Users attempting to access a deleted Form URL will be redirected to the Login page.

Please note that once a Remote Support Ticketing form is deleted, it cannot be restored.