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  • 126 Topics
  • 468 Replies
126 Topics
R
RReilly 247ec3e woboeObserver
asked in Apps
User cant switch Products in app

Recently our facilities users lost the ability to switch products on the App. Now when they login they cant see any tickets cause they are on the wrong Product. When I login, I do see the option available. I believe they lost access with the recent permissions changes but cant find the source of the issue. 

281
Hannah Bailey
E
etanObserver
posted in Apps
Azure to iiQ sync doesn't update names

HelloI’m noticing that when our student’s names are changed in AD/Azure, the Azure sync in iiQ doesn’t update the names, it thinks the account (id number) is a new user so it tries to make a new iiQ user account but it can’t because there is one already existing (with original name).But if we change the iiQ account’s name to the new name and run the Azure sync, iiQ then sees it and updates the rest of the account’s information (location, etc...)Is this how it’s supposed to be or should I submit a support ticket?

191
Hannah Bailey
S
SMacomberObserver
asked in Apps
Temporary JAMF removal to fix sync.

Due to tight budgets and a slow rollover of devices to maximize our remaining AppleCare term we’ve needed to temporarily remove a number of devices from JAMF until such time as they’re put back in service.  Essentially replacing broken devices through the year then final swap next summer. But this has broken our JAMF sync.  So is there an easy way to remove the JAMF sync from those select devices temporarily until they re-appear in JAMF?    They’re not retired, they’re in storage…Or a way to get IIQ to ignore a larger number of Sync errors?  

648
S
S
SJanketic 2707173 pmschoolsObserver
asked in Apps
Import IP Address from Intune MDM

Hello,I was wondering if there was a way to import the Last known IP Address of an asset from Intune. I don’t see a custom field to import it from. I see for Google Devices this was made possible. Can we make it so the Intune Sync has that capability as well? Thanks!

571
Kathryn Carter
KHowe
Contributor
KHoweContributor
asked in Apps
Free Tracker App - Invoice customization

We are setting up the fee tracker app to issue invoices to parents of students when they break a Chromebook. When adding a fee, I see a section to attach a photo file. Is there any way to attach a photo to the invoice? Looking at it, I don’t actually see any way to customize the invoice itself.  Also looking at it further, I noticed that if you submit a partial payment, it will generate a receipt but that doesn’t include anything like “balance remaining”. Is there a way to add that?

641
Kathryn Carter
R
Robert CebulaObserver
asked in Apps
Google OU Write Back Test

I’m trying to test the Google Devices OU Write back feature by manually running a Full Sync.  When I do this, my test device does not move into the mapped OU as I would expect it to.  However, when I manually Push Data the device does move into the mapped OU as expected.  I’m trying to understand why this is the case.  My thought is that the Full Sync would also include pushing data to Google, so can you tell me why the device’s OU doesn’t change on a Full Sync, but does change on a data Push? I want to ensure that our devices will change OU’s during the nightly sync based on our OU mappings.

1336
Kathryn Carter
Kari.Grimes
Kari.GrimesObserver
asked in Apps
Jamf School Locations Mapping

I am on the struggle bus! I am trying to map my Jamf School locations to my IIQ locations and cannot for the life of me figure out why it won’t work. My Jamf School locations will not populate when I try to type them in and will not allow me to manually type the entire location in like I can do with my Google device locations. I have 15 different locations with assets at each. I would like to be able to run reports by building at some point. Does anyone have any advice for getting this to work? 

1265
Kathryn Carter
E
Contributor
ebloomfield33Contributor
asked in Apps
Support scheduler email

So I am testing Support scheduler and when an email is sent to someone who submits ticket it is making them click on view ticket to then select a time.  When I watched the video about this it states the user should get an email where in the email they can choose the time.  The first two pictures are from what the user currently gets which says the ticket has been updated and makes them choose view ticket details then once in IIQ you can choose a time in the ticket.  The third picture is from that video which says the user should get email where they can choose a time.  I looked in site settings and couldn’t find anything and I looked in my apps for Support Scheduler and the only option is to set the default meeting time.  Any help would be greatly appreciated.   thank you 

643
Kathryn Carter
B
BWeicks 770e364 weberObserver
asked in Apps
Export Item types from InTouch

Is there a way to create an export csv from the intouch app of all the available item types? I would like to create a reference Sheet of all the SKU numbers.

301
Kathryn Carter
C
CSlobodian 8175692 hcsdObserver
asked in Apps
Google Calendar Resource Mapping

We’re setting up the Google Calendar app for events. We’ve mapped locations and we’ve mapped resources to building and rooms. What I’m seeing is that events on the primary Google calendar synced to IIQ show up, but no events from the resource calendars are being created in IIQ. Is there something additional needed to be completed before events on the resource calendars get created in IIQ?

1093
Kathryn Carter
D
DLikiardopoulos 22023df ocsitObserver
asked in Apps
Password Assistant App

Hello can anyone tell me about the Password Assistant? My question is does this app provide password reset self-service for their actual google account? Like this will allow users to reset their google account password? If so can they also unlock their own accounts? Or is this app just to for logging into incident IQ platform only?

2754
D
Z
ZLacy 550f1be wcsk12Observer
asked in Apps
Selecting the first part of a systems name in SCCM for location data

In our environment we currently have devices named by what building they are part of in SCCM. For example WUES-12337. In the sync executable for SCCM how can we grab the “WUES” or even “WUES-” portion of the string and set it as the location data for the import from SCCM? Thank you!

414
Kathryn Carter
R
Robert CebulaObserver
asked in Apps
Google Devices Location Mappings Precendence

In the Google Devices app we have Location Mappings set to map by both OU and Location Name.  My question is simply which takes precedence in the case that there is a conflict? For example let’s say we have a device with OU = A and Location Name = B.Our mappings indicate that:any device with OU = A, gets mapped to school A any device with Location Name = B, gets mapped to school BThis device fits both criteria, so how will this device be mapped?Thank you,

1183
Kathryn Carter
P
Participant
PBauchan 650c0fd mvsdParticipant
asked in Apps
Notification for Sync Failure

I don’t know if this needs to be an enhancement request or if this unexpected behavior of an existing feature.In the Site Options we have email notifications set up for when an app sync fails. The wording of that says, “Select users who should get notified when an app sync failure occurs that requires customer intervention (ie. expired credentials)”The problem is we DID have a sync fail, and it WAS because of expired credentials, but we never got any notification. I only found out because I happen to manually check it (the app we encountered this was the Mosyle Manager app. When I checked the Sync History on July 17th I saw the last manual sync I ran (on July 9th) but no other sync’s attempted, failed, or completed since then. When I clicked on General Settings there was a red-text notification next to our credentials saying there was an issue with them (I wish I had taken a screenshot of them for more detail, but I think it was the same notification as you’d receive if you just plain

907
Kathryn Carter
E
eaguirreObserver
asked in Apps
Password Assistance App

Can the end user use the same password over and over? Is there a policy we can add to prevent this?

1133
Kathryn Carter
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. 

1658
Kathryn Carter
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

1579
Kathryn Carter
KHowe
Contributor
KHoweContributor
posted in Apps
"IIQ Premium Apps"

IMO, there are a number of premium apps that should not be paid and should be part of the general system. Policy Manager Support SchedulerEnhanced Approval Workflows These are things that are handled internally to iiQ and entirely by iiQ. I see no reason that this should be an additional charge and just seems like nickel and diming to me.  Now there are some that make sense for additional charges as it involves 3rd party things like password assistant, payment processing and lockncharge. I just don’t see why something that directly ties into existing systems that’s entirely handled by the same company should be additional charges. 

651
Kathryn Carter
J
JLee 877aada wantaghufsdObserver
asked in Apps
Fee Tracker PDF Generator

Is there anyway to customize the PDF generated through Fee Tracker? We would want to remove the school ID (student id) and maybe the email address. 

1296
Kathryn Carter
M
MPhillips 32313f4 bcscObserver
asked in Apps
Routing Approval Requests Based on Location Custom Field

We are attempting to setup a workflow where when a specific ticket type is entered it is initially sent to the building principal for approval before assigning to the correct team. We have a few different use cases for this, so something that could be applied across ticket types.We are trying to come up with the best way to keep the routing up to date when there is a personnel change. Remembering to edit specific user cases within specific rules on a personnel change is more manual than we would like.Our thought was to create a custom field on each location called ‘Building Principal’ that has an IIQ User assigned. Then, use the mapping based on location custom field option within the Approver routing engine, instead of just location. That way any tech, not just an IIQ Admin (only ones who have access to Rules in our environment), can update the principal for a building and the Rule will still route correctly. But, the Building Principal custom field we created and assigned to all loca

972
Kathryn Carter
R
RCook 5274ef7 appletreeObserver
asked in Apps
Custom Location Not Appearing in Location Mapping

Hello, We use Google SSO to map our User’s locations. One off our OU locations is not appearing in Location Mappings under Custom Map. Is this a Syncing error or do I need to enter the location in iiQ somewhere? One picture attachment shows our OUs in Google Admin. The OU I am referencing in NJ(New Jersey). In the other photo is iiQ, the Custom Mapping does not show New Jersey. Can you please advise what I am missing. 

892
Kathryn Carter
J
JGatta 680e2a3 concordObserver
asked in Apps
Link the status board to a Modern SharePoint page

Nothing has worked so far.Is there a way to link the status board to a SharePoint page, the link does not work when I try to embedded it form the manage apps settings page. Copied from previous thread.   ADeLacy AUTHOR Participant 61 replies 1 day ago @JGatta 680e2a3 concord I believe there is a way to embed HTML into a SharePoint from what I remember and that is what you would need to do in this case, I will start looking to see if anything pops up.  ADeLacy AUTHOR Participant 61 replies 1 day ago @JGatta 680e2a3 concord  Yeah you can do it.. Embed code,  copy paste no need to edit the HTML at least in the version we are running.  Like Quote  J JGatta 680e2a3 concord Observer 3 replies 23 hours ago  It’s not working for me for some reason. Like Quote  Userlevel 4+3 ADeLacy AUTHOR Participant 61 replies 20 hours ago @JGatta 680e2a3 concord  Oh this is a personal Sharepoint page, ok you’ll note in your screen shot that “Script tags are not supported” in the last line of the firs

981
Kathryn Carter
ADeLacy
Participant
ADeLacyParticipant
asked in Apps
Status Board setup

Can anyone point me to a how to for the Status board app via IIQ ?, I would love to set this up but can’t seem to find any documentation so far. 

46412
ADeLacy
Participant
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?

1101
Kathryn Carter
Amanda McP
Amanda McPObserver
asked in Apps
Unmapped models - Microsoft SCCM MDM

I have a handful of devices that are not mapped because their model could not be mapped.  I have many different machines in this list.  I’m assuming they’re under Asset Model [Not Set], however, I don’t want all of these devices to map to a single iiQ model.  Any thoughts on this?

503
Kathryn Carter

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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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