Recently active topics

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

My school district has maintenance assets listed under the Facilities toggle and regular classroom items under Ticketing. Our Maintenance department submits their tickets through Facilities, and they would like to set up Ticket Templates. We were alerted that they don’t see the option to add assets to their templates when creating them, though the assets are showing up in the Assets Explorer, and they need to be able to reference specific items. Is this a permissions issue, or a different issue regarding the Facilities side of IIQ?

Is there a way to have the Subtask list update based on the ticket created rule > create subtask list when ticket issue is changed? For example, I had a requestor put the wrong ticket issue in, when I change to the correct issue, the subtask list based on that rule is not generated.

I have one user whom I have made an Agent and since adding him as an agent he has no Role permissions. I have verified that the Agent role has set permissions, but it doesn’t update for the user. In an attempt to correct this, I have removed his role, added another role, deleted and re-imported his profile with the role addition/removal again and nothing is working. His permissions show no role policies.

Hey guys,If I create a rule in IQ for tickets, will it run for all existing tickets as well? I want to add a “stale ticket” rule where the priority will increase based on how long the ticket has been stale. I would like the rule to start as it’s created, not for previously stale tickets.

It has been brought to my attention that when another agent closes a ticket for someone else it gives the credit to the assigned agent not the agent that resolves the ticket.  Is there a way to fix it so that the system is set to give credit to the resolving agent?  When I run report on agent performance the numbers do not reflect what agents are really doing.

Hello,We use the Infinite Campus API.  Is there a way to define what is displayed in the students “Classes” section?  We would like to add the teacher name.  Thanks, Glenn

Hoping to get some clarification on stale tickets, specifically how the stale ticket count works and what triggers the stale ticket to reset.We currently have ‘Waiting on Requestor’ rules in place that send reminders to our requestors when a ticket has been sitting in that status for a specified amount of time. When each rule is triggered, it is suppose to change the status from ‘Waiting on Requestor’ to our custom reminder 1, 2, 3, etc. I understood that this rule would count how long the ticket sat at the specified status, and then trigger the next rule. However, we’re finding that the statuses aren’t changing.It seems like the stale count is resetting when the ticket is simply touched (opened) even though no changes are being made within. Is anyone else experincing this issue, or have any suggestions to fix this?Screenshot of one of the current rules...maybe we’re doing something wrong? 

Our district currently has to use AWS to handle the redirect from our CNAME to our Incident IQ instance. IIQ support has told us they are unable to manage this on their end. Has anyone else run into this? For most of our other vendors, they handle both the redirect and certificate generation, so I wanted to confirm whether this limitation is expected.

I’m looking for a filter to use in a POST to /tickets that allows me to return all tickets based on the “ForId” in the ticket. I know I can do this by returning all tickets and then filtering the list in my tool, but we’re approaching 70k tickets which would be hundreds of pages and an almost 400mb JSON file returned each time, so I was hoping for a more efficient method using a filter in the body. I’m building an automation that randomly selects a subset of users from a very large list of users and creates a ticket with them as the “On Behalf Of” (ForId in API speak). I’m randomizing and limiting so that I don’t overload my techs with hundreds of tickets at once. Once the ticket is complete, there are mechanisms to remove them from the list getting randomized for future batches. I want to be able to create another batch of tickets before the first batch is necessarily 100% complete, so I’m wanting to see if the specific user already has this specific ticket created for them and then f

We are looking to implement Fee Tracker in our IIQ tenant. How does your district handle automation with Fee Tracker and IT Ticketing? We are looking for a robust way for principals/administrative assistants to be added as followers whenever there is a fee update to a ticket. Cheers!

Unable to check in assetAsset [ Acer Spin 514 - G111345095 ] is not currently checked out - Assets need to have a status of 'In Service' to be checked in  How do i check in without it being in service ?  New Chromebooks for example, or reasigning them. I need to know how to set those permissions. 

Why is updating the cost of a part is complicated? The BOT initially referred me to Import Parts which does not have Unit Cost. When I mentioned that, it corrected itself and told me to Import Inventory. Which I did, then I noticed that it skipped the part because it was saying that no parts are found. Long story short, I exported the part, updated the cost and import the file. Then had to made sure that Qty Available at Location(s) is mapped to Location even though that field is empty before it allowed me to import the inventory and change the Avg Cost. There has to be a easier way of updating this...

As the end of the year approaches, we are always looking to improve our check-in process of student devices! We are a rural district with around 1500 students and we have 1:1 Chromebooks. I am very curious to know how your district handles the collection process. Are you doing it all from within Incident IQ? Or also relying on physical copies, spreadsheets, and other systems? For those interested, this is the current situation of our district. Each student in grades 7 through 12 is assigned a Chromebook and charger and we collect every device before summer. Students will be reminded to remove any personal stickers and bring their Chromebooks in fully-charged before collection. A cleaning fee may be applied for any devices returned with stickers or markings. Additionally, if a laptop or charger is not returned, a fee will be placed on the student’s account to cover the cost of the item.The plan for collection days is we have a table set up in the lobby with two staff members. One will i

Hi everyone,I’m wondering if it’s possible for an agent’s Labor Type to automatically display when they go to enter their time on a ticket. In Layla Stone’s post from a year ago on Labor Types, it mentions:“Upon logging in, the Agent field will automatically display the user’s name, and the Date field will show the current date.”It seems logical that their Labor Type would also auto-populate so they don’t have to scroll through the 25 Labor Types we currently have listed.Questions:Is there a way to make Labor Type autofill based on the agent? Or am I using Labor Types incorrectly? Should I just leave the three original types (Weekend, Standard, OT)? I created additional Labor Types because I update hourly rates for each agent and thought I needed to update Labor Types too. If both don’t need to be updated, and I keep only the three defaults, will labor hours still calculate correctly?Any guidance or best practices would be greatly appreciated!

Our school district has dozens of custodians, including many who rove between schools. Often, these custodians submit work orders for schools they are not permanently assigned to in IIQ. Currently, they need to remember to use the “Edit Location” option, but this has proven challenging for many of them.Is there a way to make location selection more prominent—perhaps within the main work order entry area—so it’s easier for custodians to choose the correct site when submitting a ticket?I’m new to our district and learning all about IIQ. I’ve recently been designated as the point of contact for IIQ within our facilities team, and this issue has come up several times. So far, I haven’t found a solution in any of the threads I’ve reviewed.Any tips, best practices, or configuration options would be greatly appreciated!