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1166 Topics

J
JMims 6331bd6 shakerObserver
posted in Assets

Sources for pre-printed Asset Tag labels?

Hello,We prefer to use pre-printed asset tag labels, rather than printing tags from IIQ as needed.   Unfortunately our previous source of these labels is no longer an option, and we’re in need of a large quantity of labels for a Chromebook refresh.Do any other districts purchase rolls of pre-printed labels with a tag number and barcode that would be willing to share their source?   We’re looking for alternative options that would work well for scanning new assets into IIQ.Thank you!

5
sestep
14 hours ago
M
MGazza 23093f7 polkschoolsflObserver
asked in Tickets

New Search Bar

I used to use the quick filter and be able to search tickets by status, open and closed. Can we please get that added back to the search bar?

0
M
15 hours ago
S
SOuellette 663c2b3 westwoodObserver
asked in Other

Dashboard Customization not Available

I am setting up student technicians and have assigned them all to the user role ‘faculty’ (a workaround that has enabled me to modify their permissions with more granularity). I believe it’s because of this change that these users can no longer customize their dashboard view. When the click their username and select ‘options’, ‘Dashboard’ is no longer one of the available tabs. I only see ‘Settings’ and ‘Notifications’.Is there a setting or permission where I can reenable the ‘Dashboard’ tab for them?

0
S
15 hours ago
JHudson 207a71b trinitybasin
JHudson 207a71b trinitybasinObserver
asked in Tickets

Confirmation Question for Agent When Adding an Action to a Ticket

I would like to be able to ask/remind the agent if a part was added to a ticket.  This way, when working a ticket an agent has the opportunity to be reminded to add a part.

3
Kathryn Carter
16 hours ago
P
philacObserver
posted in Assets

Original Device Owner Report for Replacement Cycle

I use a custom EOL (End of Life) field to track our replacement cycle. I have realized that I need to use a generic date such as 6/30/2024 so users do not put in tickets to have a device replaced the date is is listed as expiring (we used the purchase date + the number of lifecycle months to calculate the EOL). As devices break and are replaced and put back into service, I need to document the original owner of a device class so I can slate them for a replacement device. A report would be nice, any other ideas?

3
Kathryn Carter
16 hours ago
A
amacObserver
asked in Tickets

Rerun rules if location or issue is changed?

Is there a way to have the rules re-evaluate the ticket if the location or issue is changed by the agent?Example one.  User submits ticket but the location is wrong so no agent is assigned or the wrong agent is assigned. Agent changes the location  but the rules don’t repapply so the agent has to assign the ticket to the other agent manually.Example two. Use submitted ticket for new software to be evaluated.  Ticket assigned to Software Eval team.  What they actually wanted is a website unblocked.  Software team changes the issue but the rules don’t run again.  Ticket has to be manually assigned.Possible?

5
Kathryn Carter
17 hours ago
C
CRebbe 72723bd eanesisdObserver
posted in Integrations

Integration with NinjaOne

We use NinjaOne for MDM of PC devices. would be great to connect as we have done with JAMF. 

0
C
19 hours ago
A
AVillar 593279b teaneckObserver
asked in Tickets

Issue with rules

Hello all. I am having an issue with the rule section. I've implemented a rule to automatically direct tickets related to a particular model category and specific location to the assigned agent. Unfortunately, it seems like it not doing that. Instead of routing these tickets to the designated agent, they're being sent to another agent assigned to the same location. There's an additional rule in place where tickets originating from the same specific location are directed to an agent. Not sure if this is causing the confusion.

2
A
20 hours ago
sbattis
sbattisObserver
asked in Assets

Alternate asset tag format/size?

The built-in asset tag format works fine for physically larger devices (monitors, laptops, printers, etc.). However, I have come up against a number of devices where having the asset tag really improves our life, but the device itself is small.For example: the remotes that go with our hybrid classroom cameras. The asset tag lets us easily see which remote is paired with which camera. (And re-pairing them is a pain in the tuchus.) But… the standard size asset tag is just too big for the remote. Last spring I had an arts-and-crafts afternoon, having printed out 75% scale labels and then cutting them down.I have a handful of AV equipment that similarly lacks a large enough surface for a standard tag.Anyone have a good trick for printing _readable_, smaller asset tags? An approach for adding a second asset tag format to IIQ to print as an alternate in this situation?

4
Kathryn Carter
1 day ago
S
SMarion 490b5a6 purcellps
asked in Tickets

Set Quick Tickets for Everyone

Is there a way to create quick tickets as an Admin, and have everyone else be able to use them.Currently right now, my quick tickets are just for myself. It would be helpful to be able to make a set of quick tickets that others can utilize, and everyone be on the same page. 

0
S
1 day ago
S
spsalexsObserver
asked in Assets

Run a rule if a field is blank

Is there a way to run a rule if a text field such as the Google Apps annotated location field is blank? I didn’t see anything but maybe I am missing something?

0
S
1 day ago
J
JRowe 1017e3 scucObserver
asked in Tickets

Email ticket rule to auto close ticket

I have a rule to create a ticket on email but I am wanting to automatically close the ticket on creation. Is there a way in the rules to make this happen?

5
Kathryn Carter
1 day ago
C
CGrice 270bd53 wsd3Observer
asked in Integrations

Intune Owner not syncing

I am working on migrating iPads from Jamf to Intune. Not what most would recommend but this will do the job and save us some $$$. I have device sync working fine and IIQ is pulling all the owner/user fields just fine. The issue is that this is not updating the IIQ Owner field despite having selected “Automatically update owner in iiQ based on Registered Owner's Email Address in Microsoft Intune” and ensuring this data is pulled and the email is the same as my IIQ email.Can anyone please provide some insight on what seems like should be a simple task?

1
Kathryn Carter
1 day ago
M
MCotton 103532b mwisdObserver
asked in Apps

Google Chrome Remote Assistance Issue

I’m having trouble with the Google Chrome Remote Assistance app. I have the app installed, our Google devices are in. I have created a ticket to test this functionality and I am not getting the button into the right side panel under the “Submitted By:” portion as it is supposed to. When I go to manage the app to see if it has any extra settings, there is only an “Overview” tab, there are no other settings. I have attempted uninstalling the app and reinstalling as well.Any other troubleshooting steps or suggetions? I have looked at the 2 main KB articles already about installing and using it, but I do not see any troubleshooting steps for this issue.Thank you!

0
M
1 day ago
SMillsTVSD
Participant
SMillsTVSDParticipant
asked in Tickets

Tags? How are you using them?

Hello,School District user. I am curious how others are using tags in tickets, and for what purpose? I am aware of creating them, applying them, using them in rules, but just not sure how it would benefit me to be using them. Any use cases would be greatly appreciated.Thanks you.

3
SMillsTVSD
Participant
1 day ago
C
CSamuel 26389e8 uniondaleObserver
asked in Tickets

Subtask Organization Post Subtask Creation

Would like to have to ability to reorganize Subtickets/Subtasks after creating Subtickets/Subtasks. Currently I have to delete all the subtask and recreate in the desired order.

0
C
1 day ago
M
mikegambleObserver
asked in Other

Incident IQ Catalog export

Is there a way to export this to a .csv file?

4
Kathryn Carter
1 day ago
R
RWilkerson 907f98a butlertechObserver
asked in Assets

Model Categories showing even when not available in the product

As we have been working through importing our assets, when we get to choosing the model category, we are noticing that categories are showing up even though they are not available. We are not using a bunch of the categories and they are not turned on for either ticketing or facilities, yet it is still showing up as an option on the imports. Has anyone found a way to hide these so end users cannot choose them? An example is the Appliances from the IIQ catalog, there is a red x for both ticketing and facilities, yet when they do an import, they show as an option when doing a mapping.  This is causing things to be put in the wrong category.  

4
Kathryn Carter
1 day ago
A
AGuzmanObserver
asked in Tickets

Custom field type

Hello,Is there a custom field type for a simple yes or no type of question? I love the look of the standard question “is this ticket urgent” I think the simple bubble option of yes and no look very minimal and sleek can we use that option on other custom fields?  

1
Kathryn Carter
2 days ago
C
cherObserver
asked in Assets

Can't see all my devices when I great an asset group

I like to create asset groups so I can have a quick look on how many devices I have and where they are. I just did another group and I know I have 88 devices, but only 2 shows up. I don’t know how to fix this so I can see all 88 devices? thanks, cheryl 

7
C
2 days ago
N
NEngland 743eb7a jeffersonriseObserver
asked in Other

Academy training seems broken

I clicked “view course” underneath “get admin certified” and on the next page I click “start course” (no other options exist) and it brings me straight to the quiz. The course does not show up anywhere. I was thinking maybe it’s found somewhere else, but if that’s the case why would there be a link to click that says “start course” if it wasn’t suppose to actually start the course? It doesn’t say “start quiz”.I decided to take the test without studying so I can get a more detailed idea of what I actually need to go over. It’s a busy day, lots going on and first question submitted by mistake. I thought to myself ok, no problem, I’ll just start over real quick, but this not possible. Is there really no ability to simply start over? Had a couple more I realized were wrong after submitting, but that’s my fault as we were warned. Ended up with a 74%, reviewed the questions I got wrong and went to take the test again, but it just brings me back to the same page with no option to start over.

6
N
2 days ago
JRood 877c5a lvpioneers
Contributor
JRood 877c5a lvpioneersContributor
asked in Apps

Google Admin Annotated Fields

I am trying to set up IIQ to write to Google Admin the Asset, User, and Location field.  I went into Google Devices app and in general settings I see the mapping options.  This is what I set everything to, but it doesn’t seem to be filling the asset information to google admin.  I ran a full sync after setting it up, but I still haven’t seen any changes.  Did I set this up correct?  Do I just need to be a little more patient for google admin to update?

6
Kathryn Carter
3 days ago
J
jgilbrechObserver
asked in Integrations

Anyone integrate with Veracross SIS?

Has anyone set up an integration with Veracross SIS? In Veracross it looks like there is an API integration but the Veracross app in IncidentIQ makes it sound like its a CSV upload. Does anyone have any clarity on this?

1
Kathryn Carter
3 days ago
A
APeruzzi 680d6ac bscsdObserver
asked in Tickets

Approval Process

Is there a way to automatically resend the email to the admin for Approval?My initial thought was after 7 days, after 3 days, than daily, but I do not see anything that would trigger after the initial email.

4
Layla Stone
3 days ago
Steve Rinehart
Steve RinehartObserver
asked in Apps

Google Devices app -- Custom map by OU: Formatting

Hello all, I need to assign iiQ Locations to our Chromebooks based on our Google Admin OUs for the devices in the Google Devices app under the Location Mappings tab. I’m having a bit of a problem: Is there a way to select a parent OU and have all of the child OUs under it automatically adopt the location of the parent? Do I need to enter the domain as the root of the path or is a / enough at the start of the OU? Do I need to adopt any special formatting for the path entry in Google Devices when the OU in Google Admin has a space in the name? Is the formatting literally <root>/Parent OU/Child OU/Child OU/Child OU/ ? We have a fairly standard OU tree.I would love to just be able to enter .../Chrome Devices/AD/ for all devices in child OUs for our District Office. /Chrome Devices/BE/ for all devices in child OUs for Berney Elementary. /Chrome Devices/CCF/ for all devices in child OUs for Center for Children & Families. /Chrome Devices/ED/ for all devices in child OUs for Edison

5
Kathryn Carter
3 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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Atlanta, GA 30316