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2082 Topics
S
sanchezl2Observer
asked in Tickets
API for adding ticker follower

Is there an API for adding a follower to an existing ticket?

562
Kathryn Carter
R
RJ-92Observer
asked in iiQ Facilities
Open Ticket Based on an Assets Custom Date field?

We want to setup tickets to automatically be opened when a maintenance due date is coming up for a given asset. Example:Custom field (date): Inspection Due DateWe cannot seem to automate tickets to be opened when the inspection due date is <30 days away. Mechanics need to manually check the asset data to know when maintenance tasks like this are upcoming for any specific vehicle. This seems like a pretty big shortcoming of IIQ facilities with regards to asset maintenance

422
AHolley_iiQ
A
ADavis 6209d1b acsd1Observer
asked in Assets
How to set an Asset filter that will compare two specific fields.

Is there a way in Asset Explorer to search for discrepencies between two different fields that should match in our inventory? For example we are wanting to locate a list of all our Chromebooks in inventory that do not have a matching value for Serial number and Asset tag? Is there a way to design a Custom Field in Admin for that purpose, etc? Thanks - ACSD1 Technology

521
JustinRaynor_iiQ
C
CAdmin 1931ef0 frcsObserver
asked in Integrations
NinjaOne API to connect IIQ

Hi, We are just new users for IIQ and I’m hoping to ask fellow IIQ users if one of you have tried to use IIQ API to NinjaOne API to pull the data for asset management rather than doing a manual upload.Thank you in advance.

491
Kathryn Carter
bwilkerson
Contributor
bwilkersonContributor
asked in Other
Cost of Materials (not parts or labor hours)

Sorry if this has been asked before but I am looking for ideas on how to use IIQ to track material cost.  This would be a bit different than part cost or labor rate costs.  Here is the example in my organization.  We have an in-house graphic designer that makes posters and signs as part of his other duties.  I was looking to see if there could be an easy way to add the cost of materials such as paper, ink and toner to the ticket that can be used for analytics and tracking later on.   The issue we find is we will get requests to make large posters or print many signs and right after everything is printed someone will come with a last minute change or addition requiring everything to be printed again.  We are told over and over to cut costs but trying to explain that this behavior of last minute changes is a primary reason costs are so high does not check with the ones asking us to cut costs.   I just want to have some hard data to show and if a job has to be printed multiple times we co

453
EStapf_iiQ
C
CHenneke 76364f2 mvisdObserver
asked in Tickets
Ticket view access

Hello everyone Reaching out to see if this can be done. I would like to setup to where techs/agents can only see the unassiged and tickets assiged to them, but thats it. TIA  

753
Kathryn Carter
MPeters 48079a4 stjacademy
MPeters 48079a4 stjacademyObserver
asked in iiQ Facilities
Facilities module integration into a current IIQ instance

We are currently using IIQ Ticketing and Assets. Our Facilities department is considering moving to IIQ’s facilities module. I’ll be assisting in this and had a question. The facilities department is interested in email to ticket creation. We currently are using this feature in ticketing and I was wondering if the facilities module would be able to have a different email address for ticket creation that could be separately enabled/disabled. Any insight would be helpful. Thanks!

471
EStapf_iiQ
J
JSanic 607fe2f friendsObserver
asked in Tickets
Ticket date to calendar

Hi Is there a way to add any Ticket due date to the incident IQ calendar?

854
GWeiland_IIQ
A
ABaker 813353e southcountryObserver
posted in Other
Tagging/Comments, Date Restrictions, Event Rules, and Outlook Integration

Hello,Thank you for all your help here in the IIQ Community.Please bear with me as I get more acclimated to our system. I apologize in advance for the length of this post—I'm aiming to be as detailed as possible. If anything, this helps me organize my thoughts for our IIQ rep.Below is a summary of issues reported to me by users, followed by potential solutions I’ve identified for handling them in IIQ, as well as options I may have as an admin. I’m curious to know what’s possible in IIQ and what I can manage on my own without always needing to involve IIQ support.1. Event Denial for Specific Dates (Principals Denying Dates)Problem: In our previous system, principals (or any approvers) could view all event dates in a request and deny specific dates within the request. In IIQ, they are unable to do this. For example, when conferences are happening but not in the cafeteria, principals may want to deny outside groups from booking the space on specific dates but not block the entire event.Fo

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A
ABaker 813353e southcountryObserver
asked in iiQ Facilities
Routing, Calendars, Manual Toggle, and Shortcuts

Hello,I’m new here and grateful for this resource. I’ve been advised to start a new topic regarding some ongoing issues with our organization’s setup of Incident IQ after the initial implementation. Some of these issues were raised with Incident IQ support previously, but from what I understand, they weren’t fully addressed or configured as planned. I’m coming in at the end of this process, so I wanted to outline the key concerns.Here are the main issues: Routing Pathways: We need to create missing routing pathways to ensure events are routed correctly for both pending and approved organizations. Calendar Integration: The calendar integration needs fixing so that manually approved events display the correct approval icon on the calendar. Manual Toggle for Missing Organizations: We need to finalize the manual toggle for missing organization names. This will allow admins to process events without requiring organizations to resubmit their requests. Shortcut Routing Issues: There are

13316
A
J
Participant
jo.cpaParticipant
asked in Tickets
API - Create ticket with Follower

Looking at this documentation to create a Ticket and add a Follower at the same time.https://apidocs-cdn-g84-useast2.incidentiq.com/docs/v1/c2063c5b4a522-submit-a-new-ticketBut, I’m unsuccessful.  Is anybody able to accomplish this?I’ve tried“TicketFollowers”: “UID”“TicketFollowersUserIds”: “UID”“TicketFollowersUserIds”: [“UID”]

1189
J
K
kcullenObserver
asked in Tickets
Monthly Ticket Report

Is it possible to have a monthly ticket report automatically generated and sent to specific users? We have a need to have a monthly report generated that shows all the tickets entered in a given time frame and ticket status/resolution.  

854
Kathryn Carter
C
Craig EllisonObserver
asked in Tickets
Can't Delete Ticket with Required Action

I was testing “required ticket actions” to force the agent to change issue type from “Other and Not Listed” to the correct issue. The action appeared on the ticket, but I couldn’t confirm that the required action took place.I updated the Issue Type to the correct one and confirmed the issue, but I still couldn’t “check the box” or “refresh” the ticket. I then:Removed the required ticket action from the rule—no change. Deleted the required ticket action—no change.Now, I have a ticket I can’t resolve or delete, even through bulk delete. Any advice is appreciated. 

721
Kathryn Carter
JGraham ASDK12
JGraham ASDK12Observer
asked in Assets
Filter - Asset Recent User Mismatch

I’m trying to apply the Asset Recent User Mismatch filter to an Asset View of Chromebooks that I’ve created and the results returned are far greater than I was anticipating. Does that filter pull only the most recent user to login on the device or does it pull all users that have logged in at some point?

422
Kathryn Carter
J
John TUPSObserver
asked in Tickets
Waiting on Requestor Reminder

I want to send a reminder to the “Submitted By” user, two days and then five days, after the ticket status has been set to “Waiting on Requestor.”On the fifth day reminder, I want to let them know that the ticket will be automatically closed within the next 24 hours, and then have it do just that.

754
Kathryn Carter
A
ABaker 813353e southcountryObserver
asked in Tickets
Calendar Viewing

Hi, I thought I’d submit an easy question today, at least easy for the community maybe. I have two users have identical permissions in IIQ but one can view the calendar a their location and the other cannotI can’t see any difference in any specific settings between the two. Their roles are the same. the only thing I’ve been able to come up with is for one user to clear their browser cache.  Any ideas on why this may be happening?Thanks, Al

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A
C
Contributor
christine214Contributor
asked in Tickets
Can you set up and agent to view tickets only?

I searched through the community but I am not seeing quite what I need. We have a Principal who wants to view the tickets for his building.  Is it possible to make him an agent and give him view only access?  Can we make it so he can only see his building?  Regardless, of whether he can see all tickets or only his building - the more important question is the 1st one.  Can he get view only access? I know he can be added as a follower if we need to go that route.  But I don’t believe you can view closed tickets and he wants the ability to look at those.

612
C
Contributor
C
CKnecht 297d660 sacsObserver
asked in Assets
Asset Duplication in import incorrect

How do I find the reason something is marked as a duplicate in my import? Can't tell which field is being marked as the duplicate. My settings are match asset tag or serial number but the list of duplicates doesn't check out. Most of the marked duplicates are NOT duplicates - I've gone back through my import file.

491
GWeiland_IIQ
M
mprinsObserver
asked in Assets
Searching by previous serial number/asset tag?

Hi everyone! We have a small number of devices that we think have had their asset tag and/or serial number changed in Incident IQ. Is there any way that we can find those devices by the old asset tag or serial number, the same way we can for Previous Owner? If using the API is necessary, I’m happy to do it that way, but I’m not sure I can see a straightforward way even with the API.Thanks for any help!

534
Kathryn Carter
MPeters 48079a4 stjacademy
MPeters 48079a4 stjacademyObserver
asked in Tickets
When changing issue the ticket reverts to "start ticket"

Recently I’ve noticed a change in behavior when I “Change Issue”. Because all of our tickets come in via email we assign the generic “Other” issue to it when it’s received. Then the ticket is assigned to our team and then an agent. The agent will then update the issue using the “Change Issue” button.Recently I’ve noticed now when I push Change Issue, it reverts to start ticket after changing the issue, even though the ticket was already started. We have to then click start ticket again to the issue will be changed and confirmed. Is this the intended actions moving forward?

14814
Cozmo03
Participant
M
MSpero 307447f bscsdObserver
asked in Users
user photos

is there a way to block students from adding a picture to their account?  Thank  you!

924
Kathryn Carter
E
EDuffield 267cd0c lmsdObserver
posted in Integrations
Does anyone use the rules engine with webooks to update Jamf Pro?

I really want to get Jamf more in sync with incident IQ. Some fields are available to write back to jamf by default but others are not.One thing we’re struggling with is device asset statuses and how to handle them when they change. I would love to be able to have a rule(s) to update jamf with the asset’s new status in an extension attribute whenever it is changed in Incident IQ, does anyone have anything like that setup?

511
Kathryn Carter
C
Contributor
chewbContributor
asked in Assets
Where did the view tickets button go?

When I scan an asset, there is no longer a view tickets button.  This was really handy because I am a field tech and I work on chromebooks daily. 

384
C
Contributor
N
nunesaObserver
asked in Tickets
Ticket is attached to device, but not the owner of the device

I had a couple questions about best practices when creating tickets. We've noticed that when creating tickets for chromebooks or iPads using the "New Ticket" Button,  once the ticket has been created the ticket doesn't attach the owner as " requested on behalf of " unless we do it manually after. Is this normal? If I create a ticket on the device info page it does attach the asset owner automatically. Is there a reason for this? or is it just a glitch?

613
Kathryn Carter
D
dmboydObserver
asked in Apps
Deploy IOS App

Is there a way to deploy the IIQ IOS App and include the distict URL via a .plist file via and MDM? I would like to install the IOS via a bulk volume license purchase through Apple and deploy it to users devices without them having to input the district URL. The plist file I would think should look something like <plist version="1.0"><dict><key>DistrictURL</key><string>district.incidentiq.com</string></dict></plist>

341
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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