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1630 Topics
P
Participant
PBauchan 650c0fd mvsdParticipant
posted in Assets
Adding New Models - Best Practices?

I feel like this might be a stupid question, but what approach do people take to adding new models so that they can be properly imported into iiQ and mapped to owners, etc.?I’ve run into the issue where we are trying to better fill out our inventory of devices where we are using Mosyle (Apple MDM). Devices get pulled in there, but then since its a model we haven’t been using I have to go in, create and add the model to the iiQ library, go back to the Mosyle Manager app and map it, then re-run the import to have the asset properly matched. This isn’t the end of the world, but I feel like this could be done more automagically?I understand with models there are literally millions of different ones, but with Apple at least they tend to have a fairly constrained lineup all things considered for mapping assets across platforms. Just wondering what’s the best way to tackle this going forward.

1248
B
Participant
2 month 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.

22910
Kathryn Carter
2 month ago
MLocke 773d4ae eacs
MLocke 773d4ae eacsObserver
asked in Other
New Site Options

I was looking through our site options and noticed that there are two new site options. I looked through the knowledgebase and it does not show these options. What do these do exactly? Enable advanced asset management features Enable Add Tickets To Problem Ticket

351
Kathryn Carter
2 month ago
S
SBourque 567ca80 apsbObserver
asked in Other
Global Search - sort with most current at the top of the list

I like to use the Global Search as a Knowledge Base to see if there are resolutions related to a certain software or topic. When I do this, the tickets that come back are not listed with the most current on top. Is there a way to make this happen?

162
S
2 month ago
N
NSchroeder 2202fcb arrowheadObserver
asked in Tickets
Parent Room Not Transferring To Subticket

We use subtickets that has the parent ticket in Facilities and then a subticket gets generated when a certain question in the parent ticket is answered accordingly. The subticket then gets switched to the Ticketing side via rules. We are having issues with the room not being transferred to the subticket from the parent ticket.

418
Kathryn Carter
2 month ago
U
UCortes 4101342 sthsObserver
asked in Tickets
Is there a way to quickly see if the recipient has responded to the ticket

We have a rule that sends us emails when a ticket has been responded too. But I like working off of the Ticket View. Is there a way to have some kind of icon to in the ticket views that show that there has been a response to a ticket?This is would be helpful when I look at the tickets “Assigned to Me”. I would like to quickly identify when a ticket requestor has responded. At this moment, I have to look at every ticket.  In the old ticketing system, the ticket subject would show in bold and I would check all tickets that were in bold. Once I responded they would go back  to regular font.This just made it a lot easier to keep up with responses.

9710
Kathryn Carter
2 month ago
M
mprinsObserver
asked in Tickets
Information page rather than a ticket for specific category

Hi everyone -- Searched the forum and Incident IQ itself, and I don’t think this is possible, but:There’s a specific app -- let’s call it Bubba -- that everyone thinks that issues for it should go in Incident IQ for the district. Trouble is, they shouldn’t -- there’s a specific different process that needs to be followed for Bubba. At first the strategy was to just remove Bubba as an issue category option from Incident IQ, but then staff members still put in tickets for Bubba anyway under different, tangentially related categories. Our new idea was to create an issue category for Bubba...but instead of leading to the general “creating a ticket” page, leading to an information page that said something like “For Bubba tickets, contact Joan in HR at x5555”. Is there any way to do something like that? I considered trying to get rid of all the fields on the Bubba ticket page to make kind of fake information page, but since I see there’s no way to get rid of the “Describe your issue” box, th

253
EStapf_iiQ
Contributor
2 month ago
C
christine214Observer
posted in Other
FYI - Permissions were removed by IIQ

It seems this update has wiped out our permissions.  I was an IIQ administrator and all my permissions were removed.  We have people on our facilities side that can’t even login anymore.  Anyone else notice this?  You might want to check your permissions.  

455
Kathryn Carter
2 month ago
C
CLindner 4103d3e rochesterObserver
asked in Other
is there a way to set the compact view on Rules to be the default? 

There are a lot of rules...is there a way to set the compact view on Rules to be the default? 

222
Kathryn Carter
2 month ago
ACampbell 717f23b friscoisd
ACampbell 717f23b friscoisdObserver
asked in Tickets
Default answer on custom field

Is it possible to have a default answer on a custom field? So that it automatically displays that answer unless the ticket submitter changes it?We are using a ticket for mandated daily door sweeps - where a campus staff member is required to check and note the status of every door. There are 20-100 doors per campus, so it would be incredibly convenient for those to show that the door is properly functioning, except on the rare cases that it isn’t.Open to any and all ideas to make this easier for our campus staff!

433
JTherrien_iiQ
2 month ago
D
DAdmin 39023bd hflcsdObserver
asked in Tickets
Preventing Duplicate Tickets

Is there a way to set up a notification or rule in IIQ to alert us if a user already has an open ticket when entering a new one? We're facing issues with duplicate tickets due to multiple agents unknowingly creating them

191
Kathryn Carter
2 month ago
J
Participant
jo.cpaParticipant
asked in Tickets
How to get Rules to run on a Ticket that has Issue Type changed

We are working to get Staff/Parents to make better choices on Issue Types when inputting tickets.But, we often have to change the Issue Type on a Ticket thas has already been Created (most of our autoreply Rules run on Created to send back helpful tips/docs).That strategy only works on the Created.  So if we need to update the Issue Type and we want the rule to send better autoreply Rule email helpful tips/docs… how do we do that?It seems the Updated type of Rule will fire back the autoreply EVERY time anybody updates the ticket.Is there a way to say ONLY process a Rule when the Issue Type is Updated?

212
Kathryn Carter
2 month ago
J
JHarper 4604282 warrencountyObserver
asked in Tickets
I can't log on to the iiQ app.

When trying to log onto the app on my Samsung phone, it will not let me.  SSO doesn't work. Neither does typing my credentials in manually. 

327
Kathryn Carter
2 month ago
TAnders
Specialist
TAndersSpecialist
asked in Users
Adding Members to a Team that already exists

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.

821
Kathryn Carter
3 month ago
davecarty
Participant
davecartyParticipant
posted in Tickets
"Require Issue to be Confirmed" Alternative

I’m trying to create an alternative to using the Site Option Require Issue to be Confirmed because for many of our tickets, it isn’t necessary and adds an extra step for those Agents who wouldn’t benefit from it.So, my question is, can you create a custom field that is required, but not visible to requestor? Essentially it would only show up for Agents working the ticket, like the Site Option does.My tests suggest this isn’t possible, but I wanted to confirm with the experts.

442
davecarty
Participant
3 month ago
R
RandyObserver
asked in Assets
Viewing assets by rooms

Is there a method available to visually assess which assets are allocated to specific rooms? 

1149
Kathryn Carter
3 month ago
H
HLicea 51023bd misdObserver
asked in Integrations
LocknCharge bays status

Hi,Is there any way to pull LocknCharge tower bays status using the IIQ API? 

232
H
3 month ago
F
farmerjeObserver
asked in Assets
Bulk Restore Devices

Is there a way to bulk restore devices?I performed an upload from a file that had different model names in it with the same asset tag and it created new devices with the same Asset tag and deleted the original devices.  I can search on a deleted device and see a ticket for that device.  I can click on the device in the ticket and there is an option to restore.

192
F
3 month ago
R
ROddo 377ae38 sloanObserver
asked in Assets
Asset rule for Assigned devices in a spare pool

Attempting to create a rule that pulls devices in a spare pool that are assigned to a user, but it appears to be picking up assets that are unassigned.I have the filters as follows  When I enable the rule it tells me it will effect 16 assets, however all of the assets in the spare pool are currently unassigned. Is there a way to tell what 16 assets it is picking up?

311
Kathryn Carter
3 month ago
A
amacObserver
asked in Tickets
Custom field based on assigned agent

Can I have a custom field appear based on the agent assigned ?  The custom field would only be visible to the agent.  For example a toggle asking if the ticket required an on site solution.  Then a custom view could be made to show all the tickets that required the tech to be on site.

376
Kathryn Carter
3 month ago
B
BWeicks 770e364 weberObserver
asked in Tickets
View count not matching the tabbed view count

This just started happening recently. I have logged out and cleared cache but it didn’t resolve the issue. The view counter does not match the tab counter. If I do a full screen refresh it will work but it used to refresh automatically after resolving a ticket and returning to the view.   

321
Kathryn Carter
3 month ago
MDuffany
MDuffanyObserver
asked in Tickets
How to create an action?

How do you create a new action?

624
MDuffany
3 month ago
A
AThao 38030ce jacksonschoolsgaObserver
asked in Other
How to view parts by location?

When creating a new view for parts list, there is a column view called “Qty Available at Location.” However, I cannot see the part quantity for different locations. Even if I add the location filter it still does not show quantity by location. Is there something I am missing? Thanks!

282
A
3 month ago
nathaniel_lindley
Contributor
nathaniel_lindleyContributor
asked in Assets
Prevent Asset Checkout to Guardians

Is there an option to prevent checkout of Assets to Guardians or User roles?    We have many Staff that are employees and Guardians and when doing checkout, we mistakenly assign ownership to the Guardian account instead of the Staff account.  We can resolve and have a view, but it would be nice to not make the mistake in the first place.  I looked in Policy or Permissions, but not finding a setting.  Thanks

264
nathaniel_lindley
Contributor
3 month ago
lpreedom
Contributor
lpreedomContributor
asked in Users
Facilities custom dashboard

I am attempting to set up our facilities agents to be able to customize their dashboard just like we in the IT ticketing can change the look of our dashboard. I am not finding anywhere to give them the permissions for this. Any help would be great!Thanks.

343
Kathryn Carter
3 month 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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