Unanswered questions

502 Topics

A
Contributor
angiejaegerContributor
asked in Integrations

Is anyone getting their Mosyle Integration syncing to IIQ?

I saw that @austin.thomsen had a recent ticket on this similar thing but yet ours is a bit different.  I have had a ticket in since January 10th on our sync with IIQ and Mosyle.  It has not been working since January 5th.  I have gotten little to no response other than it is being looked into by the dev team so I was just wondering if any others are having the same issue or not?  We have had it setup and syncing for other a year and did not make any changes. Thanks  

16
A
12 hours ago
sestep
sestepObserver
asked in Integrations

Unable to use My Classes to verify assets since permission change

We have been using the My Classes integration with our SIS to allow teachers to verify student Chromebooks. Since we were rolled to the new site permissions, teachers are unable to complete the verification (it just spins and doesn’t allow you to continue).  I’ve been told by support that the site unification for staff and agents has resulted in some behind the scenes permission changes.  In order for teachers to now verify assets, they need “edit” permission for assets.  Obviously, we do not want staff to have full asset edit permission.  It appears we need to elevate this to IIQ developers to give staff permission to verify, but not to edit details. Has anyone else who is using device verification experienced this?

8
Kathryn Carter
14 hours ago
D
DKelley 8238bc2 wcpsmdObserver
asked in Tickets

User Search - Edit Requestor - Possible FERPA violation question

Our district has a Staff Role who only has access to the Dashboard and the submenu underneath. (So, no assets, tickets, or users).  We didn’t see a reason to share with them all the ticketing, assets, and user search options because we suspect some of the additional information available through those screens may be a violation of FERPA.  The only other place where we can see this still being an issue is on the New Ticket request screen where all users can “Edit Requestor,” at which point, you are presented with a search user option.  On this screen, you could search for any student, and see their location.  Is there a way to limit this?  If not, has anyone else ever raised this issue before? Do you know if iiQ has some language in an official statement available that indicates we would not be in violation of FERPA?Screenshot

1
Kathryn Carter
14 hours ago
A
amacObserver
asked in Assets

How to keep devices from moving out of a specific OU?

We have configured our chrome devices to follow the student for 7-12. They move schools (within in the district, the chromebook moves to the new OU.We have an OU for our specific devices that should never move no matter which student or staff is signed in.  How do we exclude the OU?

10
Kathryn Carter
15 hours ago
J
Participant
jo.cpaParticipant
asked in Assets

Permissions - how to create a Role/Permission that only allows Students Assets readonly

We have “returns specialists” that help with Student asset returns.They are not Agents, and we do not want them to see anything other than the Student assets.How is this accomplished?

7
Kathryn Carter
15 hours ago
M
MSmith 9172fb3 tcssObserver
asked in Tickets

Pin Internal Comments

Is there a way to pin a comment in the timeline to appear at the top? Context: There is a date typo in the ticket text that can’t be edited. I wanted to let the team working on it know that the date is wrong, but not get lost at the bottom of the timeline as the subtasks and actions are completed. I thought if I could pin the comment at the top that would help.I thought it could also be an action, but I think it would have the same problem.Any help is appreciated.

0
M
15 hours ago
K
KATeagueObserver
asked in Apps

Fees and Payment management

Do you have plans for improving the fees and payment app?Invoicing for multiple charges in one screen, same for adjustments and payments.a drop down to select multiple people for invoice copies instead of entering all the email address would cut down on mistakes and time entering.The users name to auto populate in the name section of the invoice instead of the invoice number.A payment and fees summary on the dashboard screen with balance due, balance paid and adjustments, with the ability to see the invoices as well.I’m not sure how many people use this app but we do a large amount of invoices through out the school year. Efficiency would make it much quicker. Thank you for reading and commenting. 

0
K
16 hours ago
A
Aviator08Observer
asked in Assets

Share Views to Non-Agents

I would like to see a way to be able to share custom views with users who are not agents. For example I I have a list of all the student devices on my campus with their assigned students.  I would like to be able to share that list to the campus secretary without having them set as an agent in Incident IQ. Currently I am not sure how to do this. I have played with the permission settings but I havent found a solution yet. Any Ideas? TIA

5
Kathryn Carter
1 day ago
C
CAustinObserver
asked in Other

Event details in IT and Facilities tickets.

Hello,I’d like to know how to get Event details in tickets sent to Facilities and IT.  Currently, the ticket templates that are created via a rule that triggers on approval, contain no data. Looking at the FAQs, a post titled “How can I view Event Details in Tickets on the iiQ Mobile App?” indicates that tickets sent to Facilities and IT should contain event details. I also see other posts requesting to not forward the custom fields to these tickets. So, I assume this can be done, but I have no idea how. I do not see an KB articles for this, unless I missed it. Can someone please assist?

0
C
1 day ago
A
AArble 597c4cd allenparkObserver
asked in Tickets

Custom Resolution actions/Suggested Actions

When creating custom resolution actions for ticketing, Is there any way to have it appear for every ticket category all at once? And is it possible to edit the suggested actions tab that appears whenever you view a ticket? I would like to have my custom resoluton actions appear in that spott. 

3
Kathryn Carter
1 day ago
D
DLand 840f08e nwlsdObserver
asked in Assets

fees at check in

We are looking at the bulk check in and the documentation says that the add fee option must be enabled. Where can I find instructions on how to enable that feature?  I know it must be done by the district admin. I can forward this to him. Thanks

2
Kathryn Carter
1 day ago
K
KWondra 690b593 usd266Observer
asked in Apps

Batch Check in- auto enter

Batch Check in - is there a way to have it auto run instead of selecting enter

5
K
1 day ago
A
Contributor
akorkishkoContributor
asked in Assets

Assets Map - Linking by Room

I tried to do a search on this and couldn’t find an answer.If I pin my rooms on the Interactive Map, would assets which are already located in that Room be pinned automatically or do I have to pin each asset to the room manually even though the asset has an assigned Room already?That was my initial request during the first stages of the Maps planning with IIQ team.

3
JRobinson_iiQ
2 days ago
TAnders
Mentor
TAndersMentor
asked in Tickets

Rules to Create a ticket in a different module

I am trying to help our district do less work since we have both Technology and Ticketing. We have an event ticket under Facilities and an event ticket under Ticketing. I would LOVE to add a custom field on each side saying “Tech Support Needed?” and “Maintenance Needed?” on the opposing sides respectively, and have those fields fire off a ticket to the other module so that we don’t have to have people enter in tickets in both sections. I tried a “When Created” rule on both sides, with the custom field (on/off type) set to “Yes”, then create a ticket using the template on the other side. This did not work, it created the ticket in the same module and assigned it to the person in charge of finding staff on the opposing side (they don’t have access to each others modules either so even worse). Is there some way to make this work so that I can have it create the regular ticket in the module it was submitted in, and then create an additional ticket for the other module? 

7
Kathryn Carter
2 days ago
D
Participant
Daniel PParticipant
asked in Users

"Department" and "Employment Status" attributes

Hi there,Somewhere by the end of 2021, IIQ incorporated two new attributes for filtering user views: "Department" and "Employment Status". I remember getting exited about this because it would add really valuable information we could use to create more granular reports based on job-related attributes. however I’m finding two problems:I don’t seem to find any evident way to map these attributes out to existing data within our SIS or Google SSO apps, or any other apps There is no way to add "Department" or "Employment Status" columns in the user views to make this data visibleGiven these shortcomings, I’m trying to understand why these attributes are even there, or perhaps I’m not understanding how to use them? Thank you in advance for any thoughts/comments you may have to share on this 

15
J
Specialist
2 days ago
KHowe 90708b3 rockland
KHowe 90708b3 rocklandObserver
asked in Users

Sync location custom field to user

We have a custom field under rooms named “extension”. This is for the phone extension of that room. Is there a way to take the data of that extension and apply it to a user profile when that user is assigned to a room?  Example. Rm. 201 is assigned extension 2201 Rm 202 is assigned extension 2202 John Doe is assigned to room 201.  Custom Field in John Doe profile lists extension as 2201 John Doe is moved to rm 202. Custom field on John Does profile updates to extension 2202

1
Kathryn Carter
6 days ago
rsaeks
rsaeksObserver
asked in Tickets

New permission system prevents users from selecting field in remote support ticketing

Since the rollout of the new permission system, our remote support ticketing workflow no longer functions as there is a required field on the main ticket entry page that doesn’t display any drop-down data. We opened a request with support who said it is a custom field that needs to be added to tickets of the “Remote Support Ticketing” type, however that is already done and we can’t seem to locate where any of these fields are defined in when looking at Custom Fields. We can not locate where the fields of “First Name”, “Last Name” and “E-Mail address” are assigned to the first step in our Remote Support Ticketing workflow. Anyone have any tips for finding this?   

1
Kathryn Carter
6 days ago
W
weavercreedeObserver
asked in Apps

Due Date and Google Calendar

I see IIQ recently introduced a due date feature. Is there an automatic way to integrate assigned ticket due dates into users' Google Calendar?

1
Kathryn Carter
6 days ago
J
jmerwinObserver
asked in Integrations

Payment Accounts

We are looking to move to “Square” to accept payments for technology fees. For those that have. Did you get school board approval before creating the account? Did you create a generic payment account login on Square?  What was your process for getting started?

1
Kathryn Carter
6 days ago
A
ANapoliello 9973cc1 roxburyObserver
asked in Assets

Check assets in as damaged on web interface

When I check an asset in on the app, I can mark it as damaged and a ticket is generated. I do not see a way of doing that on the web interface. Am I just missing it? I’d rather not have to use a phone to check in damaged devices.

9
Hannah Bailey
7 days ago
R
RKEstradaObserver
asked in Users

How do I change the list of user departments?

Hi,  We’re using the Microsoft Onsite Active Directory app to sync to our local active directory.  I’m trying to map our departments to the IIQ department field on the User record, but I can’t figure out how to change the list of IIQ departments to match ours.  Is there a way to include things like Admissions, Advancement, Facilities, etc in the drop down list of available departments in IIQ?

5
Kathryn Carter
8 days ago
T
Teara CoulombeObserver
asked in Tickets

Subtask visibility in Mobile

Where can you see subtasks on the iiQ app?  I am not sure if I am missing a setting or what, but tickets that I can see subtasks on the web I am not able to see them on the iiQ app.  It is VERY important for our agents to be able to see their subtasks for tickets as some tickets have 30-50 tasks to do for preventative maintenance.  Please helpThank youTeara 

1
Kathryn Carter
9 days ago
D
DBrown 1738381 ccpsObserver
asked in Assets

Random Deprovision

IIQ seems to randomly deprovision devices in Google which deletes them in IIQ but they are still valid.  Has anyone else experienced this?

3
Kathryn Carter
9 days ago
A
AHayes-AllenObserver
asked in Other

Add more dates to an existing event/ticket

Is there a way to add dates to a ticket or event?  I have not been able to do so.  I cannot modify it as a ticket and when I try to do it in the event the blue apply selection button doesn’t actually apply the dates.  I have tried as an admin and also had the “owner” try.

5
Kathryn Carter
12 days ago
davecarty
Participant
davecartyParticipant
asked in Tickets

Email Complete Ticket Details

We are working on improving our documentation practices. I have setup a rule to email the ticket to me when it marked as resolved. However, I only see the last comment and recent status changes. I’ve looked through the Supported Variable Data Points for Email Notifications KB Guide but don’t see a way to include all actions and comments.When viewing these emails on a phone, it is a pain to go directly to the ticket since email links do not open the IIQ app.Is it possible to view all details in an email?

1
Kathryn Carter
12 days ago

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Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

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