Recently active topics

For some reason IIQ is absolutely butchering the image uploaded to a model. I’ve tried a variety of dimensions and cropping them differently, but the image preview keeps coming out nearly unrecognizable (see example below with Securly Classroom/Filter). Is there any officially recommended image format or dimensions to stop this from happening? 

This is new this morning, when importing assets (using a CSV), there is now a “Define an import schedule” step.1000000% this requires a “RUN NOW” option, or let us pick the exact minute!Importing assets already takes a long time with so many steps and wait time as it processes its steps.EDIT: I selected a time before my current time and it looks like the import is going.OR is this a bug with the new Scheduled Import SFTP option that dropped yesterday?I’m in the Manual Import and still get that “Define an import schedule” step  

Staff role users are not able to add followers to tickets and we’d like to be able to grant some access.  

I’m getting emails from multiple users at our site that they are unable to login using Google SSO, but when I check their profiles in IIQ it shows that their accounts are all “authenticated by GoogleSSO provider”Unsure how to resolve this issue. Should I delete the faulty profiles and re-sync? The profiles were all imported in the same way, so why are only certain users reporting issues?

Not having a timeline for users the way assets do is a pain, as the revisions lists every sync with SIS and you have to scroll forever to find things like a device assignment. Is there a way to filter the results? 

I have a custom status of “Waiting on Student Pickup” that triggers a 30-day rule that will change the status to: “Needs to be Disabled” if it’s not picked up.At the moment, if an update is made to the ticket, the status automatically changes to “In Progress” and essentially starts the clock all over again because we have to manually change it back to “Waiting on Student Pickup”I want to create a rule to not change the status if updated when a ticket’s current status is “Waiting on Student Pickup” but that is not an option; or at least I can’t find it.

For some reason the delete option isn’t available on my previously saved views making it impossible for me to delete them. Any idea on how I can resolve this issue. Below is a screenshot of what one of the views look like. Normally you will see the “delete view” option in the lower left corner of the view designer. Please help me….  

We have a couple of long term substitutes in our district. I would love for them to be able to use the My Classes option to submit a ticket in iiQ. However, they show that they have no students. These teachers are added to the SIS as substitutes. One was a co-teacher with one of our regular teachers, but is full time now that, that teacher has gone on leave. How can I allow them to use My Classes?

Hello Incident IQ Support / Community,We’re continuing to experience an issue where the signature field in Forms does not accept touch input on both Windows touchscreen laptops and Chromebooks. The signature box only works when using a mouse or trackpad.The Incident IQ mobile app cannot be used as a workaround since Forms aren’t viewable in the app.However, we discovered that using a mobile browser (iOS/Android) and enabling Desktop Mode allows the signature field to function properly with touch.It would also be extremely helpful if the mobile app supported Forms, as that would be the ideal way for staff to collect signatures quickly and easily on mobile devices.Could you confirm if this issue is already under review and whether a permanent fix or mobile support is planned?Thank you,MikePaterson Public Schools

How do you add another tech to the ticket 

Hello All, I am hoping to get some help with a ticket approval process.  Currently i am using the enhanced approval workflow to generate an email to the end user to see the changes they requested on a website.  But the user has to copy and paste in the site and is causing some issues.  Does anyone know of a different solution?if not can you all help me out and get my Idea some upvotes? thanksErik 

I am wanting to know if anyone knows how to create a filter to view users that have had multiple tickets.  The issue is, we want to see students who have had multiple devices checked out to them or tickets to keep track of students who are mistreating chromebooks.  We create a ticket for repair when a chromebook goes out, it would be nice to see what students have had multiple asset changes/tickets.

Is there a way to change this setting within iiQ?  DST ended this past weekend, but it appears that our tickets today are still displaying an hour ahead.

Just a question.  We are still having a vast majority of our tickets submitted through email.  I would like our district to really push the submissions through IIQ for obvious reasons.  Who has done this and what were some of the issues.  I still would want the option to send a ticket using email but I want that to be the last option for the user.  What worked for those who switched and what were some best practicesThank you

Good morning! What’s the best way to setup IIQ for the following idea?  My tech will submit a ticket for a broken screen and perform the repair.  After he is done, I want to get notified that I will now need to generate an invoice for the student and their family.  I feel like I’m over thinking it, but wanted to see what others have set up. Thanks!

In our setup, we email the invoices we create to the student’s building secretary, and they handle reaching out to the family. When selecting the email invoice option, there is only a text box to type in what email addresses to send it to. This leaves opportunity for typos and then it doesn’t get to the intended recipient. It would be awesome if there was a drop down selection option. This could be something you set up within the Fee Tracker settings (something like commonly used recipients) or even a drop down containing all staff members to search out of.

Under ‘Administration > Ticket Statuses’, when I create a new Status, there are options to select Workflow and Workflow Stage. How do I edit the Workflow and Stages of the Workflow? The only workflow in the list is ‘Technology - Default Workflow’, and it’s a searchable list… so I’m assuming more can be added.

In our district, we are implementing a new program in which many, but not all of our student devices will have protective cases on them. We’ve resorted to creating separate assets for all for all of the cases and linking it to the devices that they are on, which seems unnecessarily time consuming for something that could just be a custom field yes/no box. Is there a way we could make the custom fields more customizable to add things that may be unique to each district?

Is there a way to configure the dashboard unassigned queue so that each technician only sees the locations that they are responsible for?

I’m trying to set up a ticket template not tied to a location I can use for checking out temporary AV devices. Open a new ticket Edit requestor to the appropriate user (changes the location to their assigned location/room) Select the ticket templateOnce I’ve selected the template, the location is changed to my default location. After submitting, the user is changed to me. Can a ticket template not use the information on the new ticket screen? I don’t want to submit a ticket for myself then have to go back and change all the info for the actual user. If the workflow should be selecting the template first, why can I not select the user before submitting? Even going through a user profile to submit a ticket, trying to use the ticket template changes it all back to my info. Am i missing something? Also, to accomplish this, I’ve created “dummy” model/issue categories and issuse under the “Devices/Hardware” Ticket Type to tie a temporary device via Spare Pools to tickets (DVD players, boom b

Is it possible to have a location’s room numbers as possible storage locations? We don’t have a warehouse or designated storage locations except for some closets, shelves, and cabinets. I’d like to be able to select a specific room for the storage location rather than typing in a blank field. 

I’ve set up some fees using the Fee Tracker app using the Knowledge Base article. The one thing it didn’t show was how to assign a fee. I’ve looked and can’t seem to find how to do it. I do see a section under a user but that’s to generate a statement. How do I assign a fee?

I am trying to recreate the metrics on the analytics dashboard, specifically the “Response Time Average for all ticket statuses”I have created a custom ticket view - but when I export the data and calculate the average it does NOT match the average response time when I am on the same custom view, and click analytics.Has anyone else had this issue?  What does specifically the “all ticket statuses” mean? Thanks!Jenn

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?   

Are other districts experiencing issues with iiQ loading at the moment seems like the whole system just went down?