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1667 Topics

JSanders 397a803 rbbschoolsObserver

asked in Tickets

Tickets not loading

The ticket views and the tickets themselves are not loading for me this afternoon. All I get is a spinning circle saying Loading items…Is anyone else experiencing this issue?

CKelsey 30ca8 hemetusdObserver

Incident IQ Down / Pages with Tickets not loading

Approximately 10 minutes ago Incident IQ appears to have gone down. Our organization is not able to access Tickets and pages are stuck on a spinning circle indicating they are still loading. I have 2 pages that have been trying to load for 5 minutes now and they are still stuck.

HLicea 51023bd misdObserver

asked in Integrations

Categories List

I'm encountering issues with retrieving the categories list from the API. The default pagination is set to 200, but attempts to increase or decrease this limit to, for example, 1000 using the URL = “/api/v1.0/categories?$s=1000” or 100 URL = “/api/v1.0/categories?$s=100” are unsuccessful.

MWynne 3139310 gehrhsdObserver

asked in Assets

Can we add options to the Search dropdown for asset?

Currently when searching for an asset the options are Room, Asset ID, or Serial.This is great, if you have the item in front of you and can easily get to it’s asset tag or serial. However, if I’m looking up a switch, or Access Point, or a drone, or group of large external HDDs or some other device we’ve added, there’s no easy option for if I want to just type the word switch and look for a specific switch or our media lab bought a drone. I need info off of it or to add info to it. If I could type switch, or drone or whatever, then I could more easily get to the info especially if I don’t know what room it may have been assigned.

ebloomfield33Observer

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

KBowen (ADMIN) 5679c07 sidwellObserver

asked in Tickets

Notifications Not Working

Yesterday we turned on email forwarding in Office 365 to have requests for tech support directed to our tickets@[district Incident IQ domain] with hopes of finalizing our Email-to-Ticket workflow. The ticket is created successfully however, the requestor does not receive the confirmation email that their ticket has been submitted. In addition, tickets created via the web portal are no longer producing Notifications. Within our Site Options, we have enabled notifications for all related Notification categories. There aren’t any active rules in place outside of the rule to approve the creation of tickets for emails sent to our tickets@[district Incident IQ domain] email address.Is there another setting that needs to be addressed to resume the automatic emails?

JJannicelli 493b0de kinnelonObserver

asked in Integrations

Realtime SIS Parent Guardian Information

Realtime has informed us that we are not able to add parent/guardian information to our export to IIQ. Has anyone who uses Realtime found a work around for this? Thanks!

DLikiardopoulos 22023df ocsitObserver

asked in Tickets

how do you know when a ticket has been updated with user notes

in IIQ is there a setting so that I know when a ticket has been updated with notes from the end user? Something like a highlight or something that makes the ticket stand out so I know by just glancing that a ticket has been updated with notes? So far I have to go in the ticket to look to see if they provided notes that I requested.

DNatalie 730c952 pasdObserver

Asset History with Suspended/Disabled Users in Google SSO

We are currently in onboarding, and things are 99% awesome. One thing I noticed however is we brought over many users that are Suspended within the Google Workspace environment. This makes them disabled in IIQ, so they are not searchable in IIQ. Additionally, when I imported assets via CSV, it skipped those users as owners because IIQ could not find those users. We think it’s important to at least start with a history of those users having owned those devices, even after they are disabled.This may be solved moving forward, as we start operating within IIQ, but I was hoping to be able to see these suspended users even if they are “no access.” Our school has people come and go yearly, so not seeing the user at all until we reactivate them in Google is not preferable.Is there a way to not “disable” a user in IIQ if they are suspended within Google Workspace?

KBremner 76000e4 mtbluersdObserver

asked in Tickets

I think I know the answer to this but in case I’m just missing it somehow, I’ll ask…Can I nest a folder of issues under another? I.e. “Other Requests” has a folder for “Employee user accounts”. Can I add another folder called “Microsoft 365” and one called “Google Workspace” and have two issues in each of those folders?

Kacey.WisemanObserver

asked in Assets

Changing 'recommended' filters

Good morning - Here’s some context: When you pull up the ‘assets’ tab, then click on ‘filter’ so you can filter the assets you’re looking up, it automatically pops up to a ‘recommended filters’ page. Is there a way to edit which filters are recommended for our organization? Many of these are not ones we filter by often, and there are some we use much more often, and would just be super handy to be able to have the ones we use often listed first instead of ones we don’t use.Thanks all!

JMAGOULAS 3006d69 ehObserver

asked in Assets

Batch Check Out

Is it possbile to set an auto print from batch check out one the student field and device field is filled out?

csheldenObserver

Notification to parent, that a device was issued

We are wanting to let parents know that a device was issued to their child, we want to include device info from IIQ, etc. We would like to associate the child to a contact in our SIS. What are you doing?

curtinatObserver

asked in Tickets

On\Off Boarding Of Staff

We are currently looking for a way to have our hiring manager enter all requirements from the technology department for new or leaving staff.Ideally they would be able to start a On or Off Boarding ticket with fill in, yes or no, drop down options that would generate a sub ticket based on the answer. (ie. if the new user needs a computer then they select yes, and a sub ticket is generated).We only have IIQ Ticketing. Is there a good tutorial that you might be able to direct me to, to accomplish this?

KHoweContributor

Reporting - Part cost per year

I am trying to find an easy way to track our costs. In this specific instance, I am looking to see how much we spent on toner, staples, waste toner, etc last fiscal year. All of that falls under a parts category of “Printer Consumables”. Is there a way to easily look to see how much was spent overall, while perhaps seeing a breakdown of total cost in that timeframe for different parts? Basically, I just want to get some basic overviews of how much we are spending on specific parts or part categories, what locations are costing us in that use, etc that I can see at a glance. Any suggestions? Is this possible?

TSheldon 3935bda rochesterObserver

asked in Tickets

iiQ Everything Slow to Load

Hello everyone - Curious if we are all experiencing the same issue; when creating tickets with subtasks, or adding users to a ticket, or basically doing anything that has to query a database - there are moderately long wait times. For example, when searching accounts to add as a follower - we click on the drop down and it takes 5+ seconds for the drop down to appear. Once the drop down appears, we go to search for a user and it takes another 5+ seconds for the user to appear in the list. Another example, we have actions to add subtasks to tickets - when applying the action, subtask creation can take over a minute and freezes the entire page. Our district has a very fast internet connection, so we know that is not the issue. Tried all different browsers, and issue persists.

MDePadua 610bc34 patersonObserver

Barcode Scanner Options

Good morning,I see there is a way to set a minimum character limit on Barcode scanning. Is there a way to set a maximum character limit when you scan a barcode? Thank you!!

SPalermo 8603c90 ppsbObserver

asked in Assets

User Asset Permissions not working for Mobile App?

I have created a special user group for my organization for Asset Managers. When using the website the users in the group have access to look at asset details, check in/out, view tickets and audit history, etc. When one of those users logs into the IIQ mobile app (android, don’t have an Iphone to test) and scans an asset the only option available is to submit a ticket. I would like for the users to have the same permissions for the mobile app as the website, does anyone have a fix for this? I’m not sure if maybe it’s just something simple I’m missing.

KHoweContributor

asked in Tickets

Event ticket, Room requirement

We are making a ticket for staff to sign up for and request equipment when they use a public space. By default, the ticket requests a room number. Is there a way to remove this requirement for a specific ticket? I am not worried at the start for having a valid room number as we can just manually add it in later if needed. I just don’t want having a room number being required, for this specific ticket but I want it to remain required for other tickets. Thanks.

ADeLacyParticipant

asked in Tickets

Reports Data MIA

We seem to be missing our last year worth of data of tickets from both Ticketing and Facilities, we have opened a ticket but wanted to see if anyone else has run into this or potential fixes.

Instructor_Ivan_QuigleyiiQ Know it All

Broken Link within new Knowledge Base Guide

I am trying to create a Knowledge Base article but my embedded link shows up broken. What am I doing wrong?

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.

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.

MLocke 773d4ae eacsObserver

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

SBourque 567ca80 apsbObserver

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?

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