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1991 Topics
J
Specialist
jclarkSpecialist
asked in Integrations
Anyone else experiencing sync failures with Jamf?

For the last week or so, our Jamf Pro sync has been failing with an “Unauthorized” error. We checked the credentials that iiQ is connecting with, and verified that permissions for the account in Jamf have not been modified.We reached out to Jamf support and were told that they’ve had some recent infrastructure upgrades, and that additional IP ranges and ports would need to be allowlisted by iiQ.My initial hesitation with that answer is that I’d assume someone else would be having the same problem if that is the case - so I’m here to check. Anyone else seeing these failures?  

1125
T
A
Participant
AMeyer Greendale SchoolsParticipant
published in Tickets
Daily loaner template workflows

In the November 14th Office Hours, I mentioned some of the details for how we handle loaner Chromebooks, specifically the templates we use and some rules to help reduce clicks.We have 2 main reasons students need a loaner Chromebook from our spare pool:Chromebook left at home Chromebook not chargedWe have templates for each of these, which makes submitting tickets easier & allows for clearer data.  Within those templates, a few actions are included. Initially, we just added the Daily Loaner tag. Once the ticket loaded, we needed to click Start Ticket and head over to the Submitted By section to change the requestor.To reduce the clicks and ensure the Submitted by section reflected the student, I added 2 actions:Set status: In Progress (this sets the ticket to In Progress as soon as the page loads) Set requested for:        (left blank as a prompt for the student’s ID number or name)These changes mean we can immediately assign the spare device.I also have some rules set up related t

1242
A
Participant
C
covingtona1Observer
asked in Tickets
How do I run a report to show an Agents tickets

I need to run a report ran every FridayASSIGNED TO  SUBMITTED ON.. STATUS TICKET# SUBMITTED BYCan this report be emailed?

451
GWeiland_IIQ
LCampbell
Contributor
LCampbellContributor
asked in Assets
Permission to View Asset Custom Fields

I submitted this feature request a while back, with the intent of hiding “secret” fields:  However, I realized I also want the opposite. Today, I have custom fields for Assets that mark whether the asset is a loaner, or a classroom spare. It’s a simple Y/N toggle. With Permissions v2, I have a subset of Faculty / Teachers who can view assets at their site. They are not Agents. Here’s their permissionsThe custom fields I’m looking for are configured for Assets as such: While these folks CAN view assets, they CAN”T view the “Meta Information” section. As an IIQ Admin, I can. Does anyone know what v2 permission I need to grant to allow non-Agents to view Custom Field metadata on the Asset? Granting Agent access is not an option; I don’t want them to see or work tickets.

511
Kathryn Carter
ADeLacy
Participant
ADeLacyParticipant
asked in Tickets
Guest Ticket Creation

So We have been asked to allow Guest emails for a specific domain that shares a campus, we are getting the following. error, double checked settings and am now here.. any ideas where else to check past rules, permissions and roles ?  

583
A
Participant
A
amacObserver
asked in Tickets
Make adding a comment required when changing the ticket status

Is there a way to make adding a comment required when changing the ticket status.  We would like to have a comment required when the ticket is escalated to a higher level tech or when we move the ticket to Facilities (we have a custom status that unassings the ticket, removes followers, then moves it from Ticket to Facilities).  It would be nice to know why the ticket is being escalated or moved.

483
Kathryn Carter
DAdmin 407d141 mtbluersd
DAdmin 407d141 mtbluersdObserver
asked in Assets
Sign out assets?

Is there an option in iiQ that would allow users to schedule to sign out assets? We have a computer cart that teachers can sign out to use for their class periods. It would be good to have them do it in iIQ since they are already in here for tickets but I don’t know that the functionality exists.

323
Kathryn Carter
A
AFoote 86364c1 ccslObserver
asked in Assets
Anyone else having issues with updating issues from category to models?

We have a category called “Chromebooks” and when I go in and update an issue to categories, I select from the dropdown Update category and overwrite models to match category. It seems to have updated one of the models within the Chromebook category but not the other models. Any suggestions

474
Kathryn Carter
B
BLoveday 957e8da lenaweeisd
posted in Tickets
User centric journey for ticket creation

We are asking the user to start “troubleshooting” in the current model with the UI offering top level technology areas branching down further into problem areas within each top-level domain.  I believe this is looking at the ticket creation path from the view of the system and not from the perspective of the ticket creator.The ticket creation should be from the perspective of the ticket submitter.  For instance, a faculty member who is currently teaching a course with the classroom display that stops working will not go through the trouble of selecting the area of the problem in a decision model to eventually arrive at a subsection that describes the issue.The alternative would be to have options for faculty experiencing the issue by first selecting who they are.  Faculty have different technology requirements than Staff.  Staff have different technology requirements than Students.  Students have different technology need than Parents.  You get the idea.So instead of looking at it from

345
Kathryn Carter
C
CHess 274d2c ccpsObserver
asked in Assets
Duplicate Assetrs

We have duplicate assets that have been imported with the same serial number, but the asset tag number is different. How can we stop this from happening? Besides the obvious of letting 30 other techs know not to do this, I would like a solution that states this is a duplicate asset and to not create. See photo for example. 

754
Kathryn Carter
A
ANapoliello 9973cc1 roxbury
asked in Tickets
Batch update ticket room numbers

I’m looking for a way to update the room numbers of several tickets at once without having to go in one by one (they are all resolved). Any Suggestions?

381
Kathryn Carter
B
BGlover 300f99a penntraffordObserver
asked in Assets
Viewing number of tickets submitted for each User/Asset

Our administration office has reached out to us and asked if we would be able to pull some information for them that lets us see who our most frequent flyers are.I am looking for a way to filter the asset list by number of tickets that have been submitted for that asset. In doing so we can determine which of our students have brought their chromebooks to us the most.Is there an elegant way to do this? I took a look through the columns available in the view builder and the filters and did not see anything.

734
A
Participant
J
jmerwinObserver
asked in Apps
bulk clear fees

Anyone know of a way to bulk clear fees? It can probably be done with the API, but I am not well versed using the API

394
Kathryn Carter
K
KAlbrecht 8706de4 southcountryObserver
asked in Other
Deny specific dates in a multidate request

How can I deny only certain dates within a multi-date request?

302
Kathryn Carter
E
EJordison 907f9c6 rockcastleObserver
asked in Tickets
Hide Cost Summary Field in Tickets

Today I noticed a new field in all tickets - cost summary.This is not applicable for our organization’s use, so I want to hide it.The only location I have found where the option might be present is under “Custom Fields.”The issue here is that it seems to be locked and unable to be removed.I have full admin rights, so I’m not sure why I cannot remove this.Since we don’t use cost tracking, I worry that this is just visual noise that makes the product more difficult to use for our purposes.Is there any way to hide this field?

17611
K
PMurray 328b4 pps
PMurray 328b4 ppsObserver
asked in Other
iiQ API access to list tickets and events

I’m working on using the API to access events in order to sync certain ones to a series of Google Calendars. I have been able to generate a call that will grab the information I need from a single event. Unfortunately, I have to know the event ID in order to do that.Does anyone know what params I need to list all event IDs?The events module API seems to be undocumented, so it’s been difficult to discover what I need. (And, for a bonus ask… anyone know how to list tickets as well.)Thanks for your help!Paul

2225
PMurray 328b4 pps
A
Aviator08Observer
asked in Assets
Share Views to Non-Agents

I would like to see a way to be able to share custom views with users who are not agents. For example I I have a list of all the student devices on my campus with their assigned students.  I would like to be able to share that list to the campus secretary without having them set as an agent in Incident IQ. Currently I am not sure how to do this. I have played with the permission settings but I havent found a solution yet. Any Ideas? TIA

2079
Hannah Bailey
E
ESwett 640ab16 tulaliptribesObserver
asked in Tickets
Turning off email notifications

I have all email notifications turned off yet I still receive email notifications. How do I get those to stop?

874
Kathryn Carter
G
GLisboa 5074983 patersonObserver
asked in Tickets
Email response to user via a ticket

I have a ticket opened.  But I want to send a comment/response to multiple users via the ticket system.  How do I send an email response to a user via ticket?

1109
Kathryn Carter
P
PSon 843ede9 miprepschoolObserver
asked in Integrations
How to get ticket ids for all tickets through the API

Hello!I’m working with the incident IQ API, and was able to get the API to work for some get methods, but what I need is a way to get all the ticket IDs through the API, but was not able to figure it out.I’ve been reading through the documentation below, but haven’t found a way to get all tickets.https://incidentiq.stoplight.io/docs/v1/Could someone please help me or point me towards the right direction?Thank you!

2009
Kathryn Carter
P
PSon 843ede9 miprepschoolObserver
asked in Integrations
How to use pagination in the API (for users)

Hi!I’m using this APIhttps://miprepschool.incidentiq.com/api/v1.0/usersfollowing the documentation inhttps://incidentiq.stoplight.io/docs/v1/cf6fa0da7eb82-list-users but I’m getting just the first 20 items.Could you someone let me know how to access the next page? I’m doing something like below (python): params = {    'PageIndex': 2,    'PageSize': 20}try:    response = requests.get(url, headers=headers, params=params) or trying different variations in the params or directly in the url, but not having any luck. Thank you!      

954
J
Specialist
T
tkazarObserver
asked in iiQ Facilities
Custom Field mapping Sync changes

Background: I have some custom fields setup for IIQ Events and have them mapped to the same fields in ticketing. There is a field that I would like to have updated as part of the approval process. It seems like the filed does not “map” beyond the initial creation. Therefore, after a field is updated in the ticket (or event), it does not update the field on the other end, leaving them out of sync.  Question: is this the expected behavior, or is it supposed to be updating whenever a change is made? If this is expected behavior, then this becomes a feature request. If not, then I will put in a ticket with support.  Thanks! 

373
Kathryn Carter
B
Contributor
BLG6Contributor
asked in Users
New Student Notification

Is there a way to have a notification email sent and ticket created when a new student is synced over from our SIS? I have looked at the rules but I am not sure what is needed. I see the active under user status, but only want on “new” active users. We need this to know when a new student enrolls so we can assign a device to the student.

55915
C
Contributor
A
AggalvanObserver
asked in Tickets
Images from Email

Hello, Is there a way images can stay in order when they are being sent in? When I go into the Emails tab, the images are stripped out.  Also, the ticket does not include the images in order:  Is there a setting we can change? How can we fix this, so that we do not have to guess which images go where. Thank you for your support. 

171
Kathryn Carter
C
CRhoads 940ef2b etownschoolsObserver
asked in Users
Users Editing Events

We need to have the ability for our users to be able to edit the iiQ events that they are the owners of. I tried editing permissions and filtering them, but the only filtering options I can find are by location.For Example: John Doe needs to edit his event for an upcoming concert but can’t. Right now the only options are for John to reach out to an events admin to change the event, or I grant them permission to edit all events for their location. I need users to be able to edit the events that they are the owner of.Any advice would be appreciated, thanks!

261
Kathryn Carter

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