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1954 Topics
S
SMarion 490b5a6 purcellps
asked in Tickets
Creating Subtask group rule

I have applied a subtask group in rules. When a ticket is “created” the subtask group is in the rule. The ticket will show individual sub task’s. But none of the subtask group are showing.

894
Kathryn Carter
A
Participant
AMeyer Greendale SchoolsParticipant
asked in Tickets
Rules executing incorrectly?

I’m going to assume this is an issue with our instance of iiQ, but figured I’d post about it first. I don’t see any other rules with the same trigger that would cause the rule to trigger incorrectly. I added a rule to change ticket status to a custom one called New Comment when the comments field is updated.The rule is set to exclude a few statuses, but is ignoring that and firing on each update.When I run an affected ticket against the rule through the rule simulator, the Simulation Log states it does not match. Top screenshot is the simulation log, bottom is the details in the ticket itself. 

7211
A
Participant
D
Contributor
DWallis 434c1d brooklynContributor
posted in Tickets
Text Snippet vs Comment

Whats the difference between the two? I would like to add in a tag then a text template into the comment box and then edit it before posting. Can I do this with a shortcut and comment?

503
Kathryn Carter
A
AFoote 86364c1 ccslObserver
asked in Assets
Unable to see laptops in Spare pools

I entered about 26 devices in a spare pool. I can see the number of devices but when I click on it, it says No device meets the criteria. I can’t delete the pool because there are devices in it. Does anyone have suggestions - I cleared the cache, different browser, restarted the computer, and refreshed the web page

444
JustinRaynor_iiQ
A
ASmith 797c037 manorisdObserver
asked in Apps
Events Guest Account

Is there a way to allow guests to create and continuously access their account to track their event requests/tickets?

1304
CAustin
H
Hennessey.Brandy.NObserver
asked in Tickets
Creating a Custom View using Categories Created Specifically by our District

Is there a way to set up a custom view that will allow me to track tickets created by my District for a specific “Issue”. Currently, it seems I am only able to set up filtering for issues that exist as defaults of IIQ. We need to be able to set up a filter that will allow us to successfully track issues that we created to pull metrics for watching trends, etc with these specific issues.  For example, we created an Issue Category under Software/Online Systems for Multifactor Authentication tickets, but we have not found a way to filter tickets for that specific issue to gauge how many tickets have come in for that issue. 

1155
JustinRaynor_iiQ
V
VGriswoldObserver
asked in Assets
Import Assets Requirements

How do I change the required fields for the import asset option in IIQ? I am an administrator, but I do not see how to change the required fields to import assets. 

251
Kathryn Carter
D
DMontero 980f9f3 district279Observer
asked in Assets
Adding additional assets into existing storage units

I have established storage units for assets and would like to add additional assets that have been returned to these established units.  I have yet to find a way to be successful adding assets to existing storage.  How do I successfully add additional assets into an existing storage location?

588
Kathryn Carter
APettit 4771ce ecasd
APettit 4771ce ecasdObserver
asked in Tickets
Finding Tickets to Assign to Team

Hi! Often times our users, and some of its our own fault, but they can’t/don’t identify the asset or issue correctly, leaving a queue of tickets without a place to be.  I’d love to look for items in the Issue Description that pertain to my assets but can’t seem to do it to bulk-assign the tickets to our team.   Looking for some useful suggestions if anyone has any?  Thank you! 

344
Kathryn Carter
sestep
sestepObserver
asked in Integrations
Unable to use My Classes to verify assets since permission change

We have been using the My Classes integration with our SIS to allow teachers to verify student Chromebooks. Since we were rolled to the new site permissions, teachers are unable to complete the verification (it just spins and doesn’t allow you to continue).  I’ve been told by support that the site unification for staff and agents has resulted in some behind the scenes permission changes.  In order for teachers to now verify assets, they need “edit” permission for assets.  Obviously, we do not want staff to have full asset edit permission.  It appears we need to elevate this to IIQ developers to give staff permission to verify, but not to edit details. Has anyone else who is using device verification experienced this?

15416
rsaeks
ACampbell 717f23b friscoisd
ACampbell 717f23b friscoisdObserver
asked in Tickets
Trigger 2nd approver if manually sending for 1st approval?

Is there a way to control the status that is set when an agent uses the “Send for Approval” button and selects a user to approve? We need the agent to send to the first approver, but then the 2nd, 3rd, and 4th approvers are the same regardless of first approver. When manually sent for approval, the status is set to “in progress” when approved. I can’t use that status as a trigger as the ticket has to go “in progress” for the agent to access the send for approval button.Thanks for any ideas or solutions!

451
svanassche_iiQ2
davecarty
Participant
davecartyParticipant
asked in Tickets
Activity Date Field

There is a field called Activity Date we can use in rules though I cannot find documentation on it. If a user replies to a Survey, does that count as an Activity?

395
Kathryn Carter
M
MDrew 393fdd0 chelmsfordObserver
posted in Tickets
Staff starting tickets

Recently, we have seen an issue where our teachers are able to click “start ticket” after creating a ticket, which assigns said ticket to them. This creates a problem because our team won’t necessarily see these tickets unless we pore through all our open tickets. Has anyone else experienced this issue?

17015
Kathryn Carter
D
DLeyden 4909d0d pcaObserver
asked in Assets
My assets tab / Favoriting assets from the Parent/Student role

Hello IncidentIQ team! Our school is currently weighing the pros and cons of giving parents and students direct access to IncidentIQ for ticketing, as we have previously only allowed tickets to be submitted through the guest submission portal, and followed up through email. In investigating a way to grant login access to users while providing the least possible amount of permissions, we have noticed that users can look up other users’ assets through the “Add Favorite” button on the “My assets” navigation bar. Additionally, access through absolute URLs is not restricted either. This is not optimal, as a user with an account and a serial number or asset tag could potentially look up the status, ownership, and email credentials of another user, as well as other information we have synced from our MDMs (network details, last usage data, etc). Ideally, we would like parents and students to only have access to the devices that are directly assigned to them, or to their children to aid with t

1898
svanassche_iiQ2
J
Participant
jo.cpaParticipant
asked in Assets
Who allows Parents to login to iiQ? Security concern?

Curious… do any of you allow Parent to login to iiQ?Are you aware of this security concern?  A Parent can see you entire Asset inventory. 😳 

1024
svanassche_iiQ2
E
EReeder 1475f98 weber
asked in Tickets
Unable to add images to tickets on iPad app

Our district recently got iPads for repair techs to use when doing repairs, especially to attach images of damaged devices to existing tickets. When going to add images in a comment on the iPad app, either through the “Take Photo” or “Add from Photo Library” options, it does not work. Sometimes it loads for a second or two but never adds the image into the comment. We have tested on multiple iPads, all with the most recent iPad OS and most recent IIQ app version, all permissions are available. We also tested changing the image format and that did not resolve it either.

334
Kathryn Carter
D
dmanzyukObserver
asked in Integrations
Need help with using {Asset.x} variables with webhook during ticket creation rule

Hello, I wanted to ask if it is possible to be able to use the {Asset.x} data point variables in webhooks to send to a google chat when a ticket is created, or is it only limited to {Ticket.x} variables?This is the webhook code I am using:{  "cardsV2": [    {      "card": {        "sections": [          {            "widgets": [              {                "decoratedText": {                  "icon": {                    "materialIcon": {                      "name": "devices"                    }                  },                  "topLabel": "Device Model:",                  "text": "<b>{{Asset.ModelName}} || {{Asset.ManufacturerModelName}}</b>",                  "wrapText": true                }              },              {                "decoratedText": {                  "icon": {                    "knownIcon": "DESCRIPTION"                  },                  "text": "<b>{Ticket.IssueCategoryName} > {Ticket.IssueTypeName}</b>"                } 

1286
J
Specialist
MPeters 48079a4 stjacademy
MPeters 48079a4 stjacademyObserver
asked in Tickets
Duplicate ticket resolution change?

I’m writing wondering if there has been a change to how duplicate tickets are handled. In the past, I click the drop down next to the Resolve button and select “Resolve-Duplicate Ticket”. Then I select the ticket number that I want to merge to and then it was complete. When I tried this just now, I got an error saying I must choose a resolution action. Is this intentional or is it a bug?

745
Kathryn Carter
M
MSurovik 2603033 tcisdObserver
asked in Tickets
Special ticket issue access via groups

Is there a way I can create a custom group (ie. Secretaries) and only allow that group to put in certain tickets (ie. broken crash bar on door)??

202
Kathryn Carter
S
SNorton 883c113 cumberlandObserver
asked in Assets
Exporting Agent/User Devices on excel

How do I choose an agent to print and export a report of devices/assets of one user

282
Kathryn Carter
A
Participant
AMeyer Greendale SchoolsParticipant
posted in Tickets
Forwarding an email to an existing ticket via API?

I asked about this in iiQ’s office hours today and here I am with my question.Found a similar one here.We send our repairs to a 3rd party. They have a web portal we use to submit the requests, which generates an email to the agent. We’d like that email to make its way back to the iiQ ticket.We can save the email as a PDF and manually add it, but if anyone has used the API for something similar, I’m all ears.

609
SMillsTVSD
Participant
bwilkerson
Contributor
bwilkersonContributor
asked in Assets
Something going on with assets not showing up?

When I click on a user it shows no assets assigned to them.  If I check the asset tag it shows it is asigned though.When working in a ticket and I go to select asset it shows no asetts in the room.IIQ has been very unreliable for the past few weeks. 

15520
Kathryn Carter
A
AKramar 41778c5 wwrsdObserver
asked in Other
Triggered Text Message

Has anyone ever set something up that sends a user a text message when something is triggered? Not looking for an IIQ notification, rather an actual text message to a cell phone. Thanks!

667
Kathryn Carter
D
DAdmin 3474319 kippneworleansObserver
asked in Tickets
Subticket field in the wrong order

We have a rule to create a subticket with fields from the parent ticket but they don’t show up in the order that is in the rule. Is that normal? 

164
Hannah Bailey
C
CKent 563a94a sheldonisdObserver
asked in Other
Incident IQ logs

Good afternoon, Is there a way to see who made changes in incident IQ? Like who changed rights or who created a group etc.?

522
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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