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Resolved - Statusin the Info of the ticket or on the status when viewing all tickets is not reflecting correct info when you use the Resolve Ticket - GREEN button while in the Ticket ProgressIf you choose to click this Green button - Resolve Ticket It does not reflect Resolved in the Status. I believe it used to reflect Resolved in the Status and now it is not.
Hi.We are exploring using IIQ for Google Data writeback for Chromebook devices/Student organization with reference to Clever badge deployment. Asking the community if anyone has gone through the experience using IIQ google data writeback, and possibly share Thanks in advance -Andy Taylor
We have 6 agents who need the ability to see each others tickets, but no one else’s. Is there anyway to do this? I have dug around in Site Options and Permissions with no luck.
We have recently decided to use Round Robin assignments for created tickets. However, we have run into an issue. Our Help Desk Call Center creates tickets On Behalf of users when they call in. In this scenario, it would make sense for the ticket to be assigned to the agent on call with the user. However, there is not an option (that I can find) within rules engines to assign a ticket based on the Agent who created the ticket on behalf of a user. Because of this, this is the current work flow:Agent takes call Agent creates ticket on Behalf of user Agent Submits ticket Ticket is Round Robin assigned to Team member (by rule) Original agent has to take ownership of the ticket manually.We’d like to remove the need for step 5. Instead, step 4 should be (based on rule) assign ticket to agent creating the ticket. Anyway to accomplish this in the current iteration of IIQ?
I created an SLA for critical issues that includes multiple device models, two of which are laptops and Chromebooks. This SLA will be assigned (by a rule) only when the laptop/Chromebook is in a broken or non-working state. In these cases, we want techs to issue a spare right away, which should pause the "Resolution Time" and start a custom metric called "Spare Return." When the spare is returned, this metric should pause and the Resolution Time should continue.Here is the SLA I created, but for some reason it doesn't work as expected. I tried different things but nothing worked.When I created a support ticket, the response was: “Thank you for your patience as we looked into this further. It seems that while testing an SLA based on the "spare issued" condition was considered as a possible workaround, it unfortunately isn't functioning as expected in this case.As for your request to measure SLA based on when the spare is returned, this isn’t currently supported as a standard option in
Not sure when this changed, but if you are trying to add a new member to an existing team, there is a new step that gets in the way and is confusing. On the teams screen, if I click where it says “3 Users” to add someone, which you’d think would take you right to the user settings page to add/remove members from the team. It does take you to a Users page, but it’s under the actual “Users” section, so the only button you get is “New User” to create a brand new user. To add members, you have to actually click anywhere else except on the part that looks like it would go direct to the Users update page. Minor annoyance.
My Incident IQ mobile app version 3.9.6.25050201 will not update to version 3.9.4.25073001. The error states, “You’re already running the latest version.”. When I put in my “kcs.incidentiq.com” domain I receive the Microsoft Azure sign on. Then as I click the tab for my “Knoxschools Login Portal” the app just sits there with no response.Troubleshooting performed on my end:I have uninstalled the app from iPhone running iOS 18.6.1, reinstalled the app, and restarted my iPhone, none of which seemed to resolve the issue.Any aid would be greatly appreciated.Ron Eng-Szakacs
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.
Our district distributes devices to students for the school year over the course of a couple of days. How can we get statistics on how many devices were checked out on a specific day?
We are trying to set up and SLA that tracks 2 things: How long a ticket spends completely unassigned and how long a ticket spends after being assigned before the agent responds to the end user (via comment). I understand how to track the first part (assign the SLA on ticket creation and have the SLA run when ticket “submitted” and “unassigned”), but I can’t figure out a way to set up filters for the second part. Has anyone else used SLAs to track similar metrics? Thanks,Emerson
We would like to make inactive older models for which we no longer have assets in service. For example, we used to buy Dell 3120s. Very soon all the ones we used to have will have been retired and we would never acquire new ones. However, knowing this for the thousands of assets we have is not managable.I’m trying to find a way to generate a list of every model and the number of in service devices so that we can then make inactive models that we will no longer be using.I suspect there may be a different way to do this so I’m open to a different approach that solves the same problem.Has anyone done this who can advise us?
We are deploying new devices and have found a few students that don’t seem to have a device assigned to them. Is there a way to filter users to show only those that do NOT have a device assigned to them?
Good afternoon,What permissions are needed for an IIQ user to print labels? Out library staff helps us a lot with small things which is great. One thing they would like to be able to do is print a replacement label for a student. What is the best way to go about giving them permissions to do this?Thanks!
We’re running into a challenge with permissions in Incident IQ. Right now, it seems like we’re creating a unique permission for nearly every individual/team, which is leading to duplicated permission levels and inconsistency.We’d like to move toward a more standardized approach, where roles are clear and easier to manage. Some staff/teams need full asset and ticket access, some need only ticket access, some manage parts inventory, and some just need the ability to submit tickets. We want to define a few core roles that cover these scenarios without having to create a new permission for every user/team.I’m curious: how have other districts handled this? Are there best practices for structuring permissions in Incident IQ, or templates for standardized roles that work well? Any strategies, examples, or lessons learned would be really helpful.Thanks in advance for your input!
Two custom fields in a ticket are now requiring to be filled in, but they are not marked as being required and they do not need to be required. When I go to edit the custom field, everything looks set correctly for it to not be required. Was wondering if there is somewhere else I should be looking or if I overlooked something?
Our district is new to iiQ and our admin team has created a few ticket templates. I have noticed several issues when working with these.When I (an agent) want to put a template in they can only be accessed if I submit ticket under the user. The templates do not even show up if I select an asset.In order to even do this I need to refresh my ticket system because when I click submit ticket under the user the system will automatically pull up the last asset I placed a ticket under and templates will not show.Assuming I have refreshed and I click submit ticket under the user, I can now select a template, but when the ticket is submitted it is not submitted on behalf of the user, assigned to me, or assigned to my team. I have to manually assign everything after closing out the user’s screen and the ticket will be in the background.My iiQ admin has assured me the tickets are set to assign them appropriately.Any ideas?
Did the labels get updated? Label options are no longer showing up under Site Options. They have also increased the size of the bar code and the asset# has shrunk even more. It is barely readable now. Is there anyway to fix this? We can barely read the asset tag#.
We have an SNMP monitoring system that sends notifications I would like to have their own Status in our system. When editing the “From Email” rules, the action for setting a ticket status is absent, but it’s present in all the other rule engine triggers. I’ve tried adding on “When Created”, “When Updated”, and “When Assigned” rules to hopefully take place after the email rule but I don’t get any to work. Am I missing something? What would be the best method of achieving this?
We really need IIQ to perform and be available consistently. This past year we had so many issues with slowness and services being unavailable it is really frustrating. Today is the first day of school for us and here we are again and cannot check out or look up users to see what devices they have or need because we get blank pages. User pages that do not show their assigned devices or the constant spinning wheel.This product is crucial to our daily work and when it does not work it severely impacts our ability to support our teachers and students.
We are having an issue relating around the automation from site options for asset automation. We are using 3 of the 4 options available, When User is assigned asset, update asset to match owner location and owner’s room. We are also using When User location changes, update asset to match owner location.The combination of those 3 solves most of our issues when staff/students move around, but it does present us with a large issue that I am hoping to address and get fixed. We have a process where some students are given an obsolete Chromebook after X years of use/district enrollment. Those Chromebooks are processed for surplus and removed from our District inventory, but they remain in IIQ for tracking who we gave them to. In IIQ they are set to our Surplus location and then retired.The problem we are getting is 8th graders who leave the district with their Chromebook, then return later to our high school and the site options trigger their retired Chromebook to come back into service and
Is there a way to remove the “Stolen” option from the user window when looking up a student in Asset Exchange?
I am unable to customize the icon when working in issues, but the icon doesn’t update when putting in a ticket. Issue icons are visible when modifying issuesIssue icons default back to a folder when putting in a ticket.
We’ve been using the Email to Ticket feature as part of some of our beginning of year workflows and have experienced some issues that I’d like to reach out to the community to ask about resolving or at least alleviating. Our current setup is this: Microsoft Form → Power Automate Flow → Outlook Email → Ticket Creation. We are having to use this setup due to legacy forms being already dispersed to a large group and the fact that we cannot link directly to specific issues ticket entry types in iiQ when communicating with our teams at different sites. The issues we are seeing: When using Email to Ticket, the body of the email will only partially be delivered into the ticket details. Sometimes, the ticket will only contain the first word of the email body, which requires me to reforward the email to get it to create the full body. Sometimes there are significant delays or no tickets created, despite the email being successfully sent. I understand that this is a technically tricky feature
Since there is no SMS notification option for agents, and since AT&T has shutdown their e-mail to text gateway (number@txt.att.net) and Verizon will soon do the same, I need to engineer another method of getting updates to agents via text. I use Twilio from other monitoring systems to send SMS - how can I create notifications from IIQ to Twilio using webhooks or other API?
I have a few users who cannot find this component. They have the role as an agent and we have modified permissions but they are still not able to find this widget.Why? Some have it like IIQ Admins. Is this a permissions issues? Must this user be an IIQ admin to see all tickets from a certain team? Can they just see tickets from a certain team and have the ability to add this widget?
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