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1717 Topics

ETabolt 8431c15 effinghamObserver

asked in Tickets

Importing a ticket

We have bulk tickets that need to be created monthly. Is there a way to bulk create tickets using a csv file?

CMcIntyre 600d6d6 pennsburyObserver

asked in Assets

Microsoft Intune MDM - Exempt Certain Machines from Location Mapping?

Hello,In our IIQ setup, we have a default location set for devices in Intune. The majority of our Intune devices are assigned devices to teachers with them as the owner of those devices. However, we have a default location set to a generic location (we call Catch-All) so when devices are returned and on the shelf, or are imported before distribution, they are placed here until they get assigned.However, this causes some issues for our student computer labs where these devices do not have owners. If I assign these a manual location, they are changed back to the Catch-All location the following day when the sync runs, which we don’t want. Is there a way to exempt these computers from being moved back to the default location each day?

ebloomfield33Observer

asked in Assets

Asset rule to fire on schedule is not working

We provide day loaners for chromebooks when students forget theirs, but want a way to disable the spare when it’s not returned by end of day. It was suggested I create a spare pool specifically for this which I have done and now want to test. It is named TL Chromebook Day Loaners and I put four spares in it to test. I create the below rule for assets to disable the device in the pool if it has a owner since it would be checked out to someone. so far nothing. Any thoughts and help would be greatly appreciated.

MKrupinski 770c5ca powayusdObserver

asked in Tickets

Can you delete a follower?

ZLacy 550f1be wcsk12Observer

Selecting the first part of a systems name in SCCM for location data

In our environment we currently have devices named by what building they are part of in SCCM. For example WUES-12337. In the sync executable for SCCM how can we grab the “WUES” or even “WUES-” portion of the string and set it as the location data for the import from SCCM? Thank you!

RFord 133f41c lpsmaObserver

posted in Tickets

Intermittent "Invalid e-mail" errors with email to ticket creation

Hello, We’ve been experiencing intermittent issues with IncidentIQ kicking back email-submitted tickets with an “Invalid e-mail” error. We’ve had this occur 21times in the last six months, with no clear pattern of what is triggering it. We’ve tested sending the identical message from different users and at different times and it goes through with no error. The error body is:Incident IQ Log in to Incident IQ Login to Incident IQ Invalid e-mail [*******] We've received your request to create a ticket from e-mail, however we were unable to match the email format to what your site admin has setup within Incident IQ. Please make sure the email address you are sending to matches the address given by your site admin. Please contact your site admin for further help. The bulk of our tickets come in via email, and this is resulting in some being lost, which doesn’t build staff confidence in IIQ or the IT support function in general. We have a support ticket open with IncidentIQ since early thi

SMacomberObserver

Site timing out

Anyone else getting an error 524 (time out) when trying to access their IIQ instance? Cannot access our instance right now...

lpreedomContributor

asked in Tickets

We are having issues with IIQ not loading for all of our techs. Is there an outage?

AHarris 460746e sbpsObserver

Does Deleting a User Delete Their Tickets?

I am trying to clean up our user list a bit (yes, including the No Access ones). Before I start deleting users, I am wanting to know if the tickets that they submitted or were submitted on their behalf will also be deleted? We had a system in the past that would do this, so I’m cautious to just start bulk deleting users. Thank you for any help!

MLocke 773d4ae eacsObserver

asked in Assets

Large Asset Search

Is there a way to search for ~5,000 asset tags and export their serial numbers? We are selling a large quantity of iPads and all I have is their asset tags. But we need to be able to provide our MDM a list of serial numbers. So far the only way I have figured out how to do this is by exporting out entire inventory of iPads and doing filtering through Excel, but it’s been time consuing. I know you can copy and paste up to 100 asset tags, but is there a feature somewhere to filter on 1,000s of asset tags?

MWinger 113772a sbunifiedObserver

asked in Tickets

Ticket Creation with API

Hi, I’m trying to create tickets using the API. I noticed the official API on https://incidentiq.stoplight.io only lists this endpoint, which has 50+ required parameters:https://demo.iiqstaging.com/api/v1.0/tickets/newThe other option I’ve seen on this forum, but not listed in the official API reference is:https://[SITE].incidentiq.com/api/v1.0/tickets/simple/newIt appears this option is only for creating tickets related to device issues since it requires a barcode? I’m looking to create a tickets with the API that has these details:User, Location, Issue Type, Issue DescriptionThe issue type would fall into one of these categories: iPad, Google Apps, WiFi, Account / Login Issue, Other Which API endpoint should I be using?

BGlover 300f99a penntraffordObserver

asked in Tickets

Setting custom view as default view

I have created a view custom views that would better suit our workflow than the default view. Is there a way to set one of these custom views as the default when you first open the Tickets tab? I would like to enforce this view for all of my agents, but the most I have found is being able to share it with them, and they have to click on it each time they open the page.

GEcheverria 46052c9 austinisdObserver

how could agents see the agents within Teams?

Hi, We have created teams and categories and the ticket assignment has been automated based on the rules (categories to teams). Now our agent Leads want to view the agents in their team to keep it updated. We have multiple changes in agents and their assignment. We have created a Permission with Agent leads having Teams: View Team Listing Details (Screen attached), however we cannot find the way a agent could see teams. It does not seem to be available in Ticket view, Ticket Team view, or reports. Any advice on how to provide a selected group of agent leads access to the list of agents per team?

TSpannuth 6734ff5 mcintoshObserver

Is it possible or how can I add a user fee to an entire grade? I like the bulk check in / check out. But was wondering if the update will Iet me add a $20 user fee to each student at the beginning of each school year. I have been doing it one by one, each takes time.

CSmith 230673a cheathamObserver

asked in Assets

Agent equipment input reverting back after work is saved.

My name is Chad Smith and I am the Technology Director for Cheatham County Schools in Ashland City TN. I have an agent who informed me that inventory information she inputs is "reverting back" and undoing her changes after she saves her work. We are relatively new to IIQ so an assist would be great. Thanks.

jo.cpaParticipant

How to use API to check in device/asset

Does anybody know the location in the API docs to check in a device/asset via API?

amacObserver

asked in Assets

how do we adjust the price of a part?

Just getting around to trying out the parts explorer. I added a part now I need to adjust the price of the part. Where is that field?

BCHSJAndersonObserver

asked in Assets

So we just verified an asset but we are confused with all of the different times being reported.The history shows when it was “updated” as 3:02 PM but then states it was verified at 9:02 PM and if we go into the asset info it says 8:02 PM. Can our instance timezone be set properly by us or do we just need to look at the first timeline date (in gray not blue)? Thanks

AKnott 213957c ritenourschoolsObserver

Unable to email support

I am the IIQ Administrator for my district and whenever I try to email support I get this message “IncidentIQ: Email with subject '*********' could not be parsed.” I just do not understand.

davecartyParticipant

asked in Tickets

Select an issue Category - List Order

When programing issues for a Model Category, the Issue Categories are alphabetical as shown below.However, when the list of Category options are presented to the ticket creator, they are not in alphabetical order as shown below.How is the order determined/adjusted?

PCocklin 74723bd carthageisdObserver

asked in Tickets

New Ticket button not working

For our staff and faculty groups the New Ticket button is not working. I have checked permissions on the admin side and they have access to submit tickets. The button that says new tickets in the left menu is gone and when you click the one on the right side of the screen under the tickets menu nothing happens. PLEASE HELP

Robert CebulaObserver

Google Devices Location Mappings Precendence

In the Google Devices app we have Location Mappings set to map by both OU and Location Name. My question is simply which takes precedence in the case that there is a conflict? For example let’s say we have a device with OU = A and Location Name = B.Our mappings indicate that:any device with OU = A, gets mapped to school A any device with Location Name = B, gets mapped to school BThis device fits both criteria, so how will this device be mapped?Thank you,

PBauchan 650c0fd mvsdParticipant

Notification for Sync Failure

I don’t know if this needs to be an enhancement request or if this unexpected behavior of an existing feature.In the Site Options we have email notifications set up for when an app sync fails. The wording of that says, “Select users who should get notified when an app sync failure occurs that requires customer intervention (ie. expired credentials)”The problem is we DID have a sync fail, and it WAS because of expired credentials, but we never got any notification. I only found out because I happen to manually check it (the app we encountered this was the Mosyle Manager app. When I checked the Sync History on July 17th I saw the last manual sync I ran (on July 9th) but no other sync’s attempted, failed, or completed since then. When I clicked on General Settings there was a red-text notification next to our credentials saying there was an issue with them (I wish I had taken a screenshot of them for more detail, but I think it was the same notification as you’d receive if you just plain

GEcheverria 46052c9 austinisdObserver

asked in Tickets

Could you undelete a deleted ticket?

Hi, I need your help. Is there a way to undelete deleted tickets? Some of our agents deleted a ticket by mistake. Please let us know. We appreciate the support!

eaguirreObserver

Password Assistance App

Can the end user use the same password over and over? Is there a policy we can add to prevent this?

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