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1628 Topics
I
I.T. tech MayfieldObserver
asked in Users
How to do I create a welcome letter?

How do I create a welcome letter? 

1174
Kathryn Carter
3 month ago
MLocke 773d4ae eacs
MLocke 773d4ae eacsObserver
asked in Assets
Unassign Asset vs Check-In

Is there a difference between editing an asset and clicking “Unassign” under owner versus going to “Assets” → “Check In / Out”?

311
Kathryn Carter
3 month ago
H
HLicea 51023bd misdObserver
asked in Integrations
Department List through API

Hi,Is there any way that I can get the Department list using the API?

767
athaxton_iiQ
3 month ago
N
NMeer 47ce3c wnymcsObserver
asked in Integrations
Easily Push Data Back to Google Device Data

I’m in the process of sorting all of my school’s chromebooks into their respective rooms. These room names are the exact same as the Google Admin OUs that they should belong to. However, moving them in IIQ pretty much does nothing because every night it resets. Is there an easy way to create a lot of OrgUnitPath Translation Maps if the room name is exactly the same as the OU path that Google Admin can use? Example: A Chromebook is in Room 307 at the high school. The IIQ location name is “/HS Chromebooks/3rd Deck/HS ROOM 307”. The google OU is /HS Chromebooks/3rd Deck/HS ROOM 307.

272
Kathryn Carter
3 month ago
D
DBrown 1738381 ccpsObserver
asked in Tickets
Resolved Tickets Showing In Progress

I ran a report yesterday and a technician claimed he closed more tickets than the report revealed.  Upon further investigation, I found that the ticket said it was resolved by the technician but the status did not change.  This happened yesterday with the other issues with IIQ so I wanted to check if there really is an issue that needs to be resolved before opening a ticket.One of the culprits 

233
Kathryn Carter
3 month ago
A
AAguirre 833c350 aldineisdObserver
asked in Assets
Checking out multiple assets at once

How can I check out multiple assets at once to a user? 

431
GWeiland_IIQ
3 month ago
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.

211
Kathryn Carter
3 month ago
S
SPenland 4671c29 gilmerObserver
asked in Assets
Modifying Inventory using CSV

I have the serial numbers of a bunch of items in our iiQ Assets. I want to, for each serial number, change their Status to “Retired” and alter some other fields as well. All my serials on in a csv file. Is there a way to import that file and have iiQ mass modify the assets?

492
JustinRaynor_iiQ
3 month ago
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?

453
Kathryn Carter
3 month ago
Y
YWu Hogan 360b052 wccusdObserver
asked in Tickets
How to create several tickets for one site?

Hi,My job is to create work orders for site issues that had send in to our maintenance dept. I encountered a fire inspection report which I had to send out work orders to notify several departments on what to improve so they can fix the issues for the re-inspection. I noticed it’s very time consuming if I have to make tickets one by one for each department for the same school site. I’m wondering if there is a way that I can submits several tickets for one school site, and the system will automatically send out tickets to the designated agent/ department?  

395
Kathryn Carter
3 month ago
C
christine214Observer
asked in Tickets
IIQ tickets issues this morning

We are at a standstill.  IIQ tickets are not loading.  Seems to have just happened and is affecting our entire team.

254
Kathryn Carter
3 month ago
D
DGunnia 9806ca1 austinisdObserver
asked in Tickets
Edit original ticket description

How do I edit the original request detail that I was the requestor for?

353
Kathryn Carter
3 month ago
C
Contributor
CLee 1176405 shakopeeContributor
asked in Tickets
IIQ platform issues

Anyone else experiencing endless circle / loading this morning?Seeing it across multiple devices / platforms.Log out and log in fixes for a very short period.

693
Kathryn Carter
3 month ago
C
christine214Observer
asked in Other
IIQ Not working

We have not been able to load tickets all morning.  Anyone else experiencing this issue?  I was finally able to create a support ticket...but that took forever to work as well. 

1049
Kathryn Carter
3 month ago
J
jmerwinObserver
asked in Users
Faculty Vs Staff

What’s the difference?

1506
Kathryn Carter
3 month ago
L
lfongObserver
asked in Tickets
Importing tickets from another platform

We are migrating to Incident IQ and currently in the late stages of the process. Is there a way to import active support tickets from another platform (Like Kaseya, or Service Desk). We have quite a few open and pending tickets and having to re-create them one by one would be very time consuming. Importing assets was easy but for the life of me I can’t find a way to do the same with tickets.

2304
Kathryn Carter
3 month ago
J
jeremyjamesonObserver
asked in Assets
Asset ID lookup for non-Agent

We would like “staff” to be able to lookup a student and see which asset in particular is assigned. Currently when staff looks up a student they can see that the student has one or more devices but not the asset ID.  Which permission allows the asset ID to be exposed?

568
Kathryn Carter
3 month ago
B
BAlexander 3678735 district65Observer
asked in Tickets
Markdown or Liquid for ticket variables in comments (both internal and emailed)

Hi there,I’ve been looking around and trying out the variables mentioned in this KB article: Supported Variable Data Points for Email Notifications | Community (incidentiq.com) However, I’m just trying to create a general salutation in my comments to users like this:“Hi {{Ticket.ForFirstName}},”But either entering it directly into the comment or using a text snippet shortcut doesn’t appear to work. Any advice or help on this would be appreciated, thanks!

344
Kathryn Carter
3 month ago
CAustin
CAustinObserver
asked in Other
Non agent approvers cannot approve event workflows.

Hello, We have followed the guides in creating an approval workflow for our Events Module. The KB article stated that an approver does not need to be an agent and only needs the “Log in” permission. The workflow is working as intended and the approver receives an email. However, once they click on the Approve button and are brought to the event ticket, it does not approve and there is no option to click approve. Nothing appears under the dashboard of the approver as in the KB screenshots. Can anyone assist with making this work correctly? 

182
Kathryn Carter
3 month ago
J
Participant
jo.cpaParticipant
asked in Other
Does anybody have a method to populate the knowledge base?

Does the API support creating KB entries?Or is their any other method for efficient KB article creation?We have a lot of documents we have created for new policies and systems, and I’d like to know what options are available with the iiQ KB for efficient KB article creation.

867
Kathryn Carter
3 month ago
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?

804
D
3 month ago
lpreedom
Contributor
lpreedomContributor
asked in Tickets
Closing tickets via email

We used to use spiceworks for our ticketing system, and one way our agents could close tickets via email was to type #close in the body of the email. Is there a way to do this in IIQ through some sort of rule or something similar?

171
Kathryn Carter
3 month ago
D
DThurlby 86351be bps101Observer
posted in Tickets
Reports needs work

Reporting really needs some work. It would be nice to have it a bit more interactive if I email the report, it doesn’t even show numbers on any graphs when you try to share it. I’d rather not have to give access to the HD if all I want to do is share a report and stats. The data also seems wonky at best in most canned reports. Just suggesting an overhaul to make it more useful. I love having the trend data to present to the powers that be.

101
Kathryn Carter
3 month ago
H
HLemoine 107790d svsd410Observer
asked in Other
Events- Approving Conflicts

In IQ you cannot approve Conflicts, that are confirming sharing rooms on same times? 

468
Kathryn Carter
3 month ago
N
NNiusulu 243c917 nhusdObserver
asked in Users
Agent Accessibility

Good Afternoon,The recent update has changed the settings for “Agents,” which previously restricted their access to only their home site and its associated tickets. Now, “Agents” can access and edit tickets for all sites.I attempted to adjust permissions by adding filters to users individually, but “Agents” are still reporting that they can see tickets from other sites.Could you please advise on how to restrict “Agents” to view and edit tickets only for their assigned sites?Also, on the mobile app. the selection of Agents are limited to the middle of letter J, it does not show all the list of agents. Thank you for your assistance in advance.  

311
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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750 Glenwood Ave SE, Suite 320
Atlanta, GA 30316