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1854 Topics
R
Robert CebulaObserver
asked in Apps
Google OU Write Back Test

I’m trying to test the Google Devices OU Write back feature by manually running a Full Sync. When I do this, my test device does not move into the mapped OU as I would expect it to. However, when I manually Push Data the device does move into the mapped OU as expected. I’m trying to understand why this is the case. My thought is that the Full Sync would also include pushing data to Google, so can you tell me why the device’s OU doesn’t change on a Full Sync, but does change on a data Push? I want to ensure that our devices will change OU’s during the nightly sync based on our OU mappings.

836
Kathryn Carter
J
JAiello 3501f07 sd13Observer
asked in Tickets
Ticket Template, Confused between schedule and due date

OK, every time I look at the schedule vs the due date for a ticket template my eyes kind of cross. Just tell me this...if I create a schedule to fire the ticket template on January 1st of every year and I set the due date to the last day of the month with reminders 14 days and 7 days before the due date, what date is the ticket fired and when are the reminders for the due date fired? I think once I see how these all work I’ll understand it all much better. Thanks

715
Kathryn Carter
Kari.Grimes
Kari.GrimesObserver
asked in Apps
Jamf School Locations Mapping

I am on the struggle bus! I am trying to map my Jamf School locations to my IIQ locations and cannot for the life of me figure out why it won’t work. My Jamf School locations will not populate when I try to type them in and will not allow me to manually type the entire location in like I can do with my Google device locations. I have 15 different locations with assets at each. I would like to be able to run reports by building at some point. Does anyone have any advice for getting this to work?

845
Kathryn Carter
KKopp 187686d smithville
KKopp 187686d smithvilleObserver
posted in Other
Leveraging IIQ with Digital Signage?

I thought to put a feeler out in this forum to see if anybody has configured feeds or accounts to be used with Xibo’s open source digital signage. Previously we had something set up with our former ticketing solution that utilized Xibo and a read-only account to preview a variety of filtered views. Wondering if anybody else has tinkered with an arrangement like this with IIQ, what worked for you?

704
Kathryn Carter
B
BNeal 9839ec5 bisd303Observer
asked in Assets
Add data to Custom Fields with Rules Engine

Is there a way in the rules engine to add data to a custom field (assets) on device update/checkout? I did not see anything in the rules engine. We are trying to add a checkout date to a custom field so we can sort/report on it.

512
Kathryn Carter
E
EricMNObserver
asked in Assets
Notification when new models need mapping?

When new models show up from our asset management systems, is there any way to be notified? The devices won’t flow into IIQ until they have been mapped. Is there any way to get some kind of heads up that a new model has appeared and is not yet mapped? We sometimes forget and don’t realize until we start getting calls that a search does not find their new device. Thanks!

192
Kathryn Carter
K
Contributor
KBremner 76000e4 mtbluersdContributor
asked in Tickets
Stop email notifications for some status changes

I have my settings configured to send me a notification email when my tickets are updated (“when your ticket status, assignment, or asset changes”) which is okay...most of the time. This triggers two emails when a ticket is created via someone sending an email to the system. I get notified that a new ticket has been created but I also get an email because the status has changed from ‘From Email - Validating' to 'Submitted'. Can I set up a rule that stops the system from sending the status change email for just this scenerio?

775
Kathryn Carter
MAndrada 510b733 powayusd
MAndrada 510b733 powayusdObserver
asked in Tickets
Is there a way to see who last modified a ticket?

Is there a way for someone, who is setup as an IIQ admin, to tell which Agent last modified a ticket? Modified meaning reassigned/unassigned a ticket.In the last ticketing system our district was using, it was easy to tell who modified a ticket pretty quickly.I’m setup as an IIQ Admin for our district in IIQ, so I’m able to see the rule logs of a ticket if a ticket is transferred, but it doesn’t tell me specifically which agent made the change.

402
MAndrada 510b733 powayusd
C
christine214Observer
asked in Other
Is IIQ Down?

is IIQ down? Again? we get spinning pages or nothing at all

1687
Kathryn Carter
E
EPalmer 883df49 bvpObserver
asked in Other
Ticketing template module won't advance

I cannot get the module to complete past 42%. Some of the sections will not register as complete . Most repeat the same lesson when you hit continue.

111
Kathryn Carter
H
HLicea 51023bd misdObserver
asked in Integrations
Ticket Statuses API Call

I'm attempting to retrieve ticket statuses through the API endpoint "/api/v1.0/tickets/statuses", but it appears to be non-functional. I’m following the documentation reference: Retrieve list of ticket status | Incident IQ API v1.0 (stoplight.io)

544
J
Specialist
E
EPalmer 883df49 bvpObserver
asked in Other
Invalid SSL certificate on academy

We have been getting an invalid ssl certificate error when trying to use iiq academy . It was fine earlier in the day then stopped .

204
Kathryn Carter
J
Participant
jo.cpaParticipant
asked in Assets
Intune - how to get fields in iIQ

I see that there is a pre-polulated dropdown list of fields available from Intune. I’m not sure how I can bring in other common fields in to iiQ.Primarily want to bring in RAM (Total Physical Memory) and BIOS. Does anybody know how to do this?

835
Kathryn Carter
lpreedom
Contributor
lpreedomContributor
asked in Tickets
Ticket System Down Again?

Can’t get into the ticketing system again. I am assuming there is an issue going on? The status site is not showing anything.

479
Kathryn Carter
J
JSanders 397a803 rbbschoolsObserver
posted in Tickets
Tickets not loading

The ticket views and the tickets themselves are not loading for me this afternoon. All I get is a spinning circle saying Loading items… Is anyone else experiencing this issue?

162
Kathryn Carter
J
JSanders 397a803 rbbschoolsObserver
asked in Tickets
Tickets not loading

The ticket views and the tickets themselves are not loading for me this afternoon. All I get is a spinning circle saying Loading items… Is anyone else experiencing this issue?

15719
Kathryn Carter
H
HLicea 51023bd misdObserver
asked in Integrations
Categories List

I'm encountering issues with retrieving the categories list from the API. The default pagination is set to 200, but attempts to increase or decrease this limit to, for example, 1000 using the URL = “/api/v1.0/categories?$s=1000” or 100 URL = “/api/v1.0/categories?$s=100” are unsuccessful.

915
H
M
MWynne 3139310 gehrhsdObserver
asked in Assets
Can we add options to the Search dropdown for asset?

Currently when searching for an asset the options are Room, Asset ID, or Serial. This is great, if you have the item in front of you and can easily get to it’s asset tag or serial. However, if I’m looking up a switch, or Access Point, or a drone, or group of large external HDDs or some other device we’ve added, there’s no easy option for if I want to just type the word switch and look for a specific switch or our media lab bought a drone. I need info off of it or to add info to it. If I could type switch, or drone or whatever, then I could more easily get to the info especially if I don’t know what room it may have been assigned.

181
Kathryn Carter
E
ebloomfield33Observer
asked in Apps
Support scheduler email

So I am testing Support scheduler and when an email is sent to someone who submits ticket it is making them click on view ticket to then select a time. When I watched the video about this it states the user should get an email where in the email they can choose the time. The first two pictures are from what the user currently gets which says the ticket has been updated and makes them choose view ticket details then once in IIQ you can choose a time in the ticket. The third picture is from that video which says the user should get email where they can choose a time. I looked in site settings and couldn’t find anything and I looked in my apps for Support Scheduler and the only option is to set the default meeting time. Any help would be greatly appreciated. thank you

473
Kathryn Carter
K
KBowen (ADMIN) 5679c07 sidwellObserver
asked in Tickets
Notifications Not Working

Yesterday we turned on email forwarding in Office 365 to have requests for tech support directed to our tickets@[district Incident IQ domain] with hopes of finalizing our Email-to-Ticket workflow. The ticket is created successfully however, the requestor does not receive the confirmation email that their ticket has been submitted. In addition, tickets created via the web portal are no longer producing Notifications. Within our Site Options, we have enabled notifications for all related Notification categories. There aren’t any active rules in place outside of the rule to approve the creation of tickets for emails sent to our tickets@[district Incident IQ domain] email address. Is there another setting that needs to be addressed to resume the automatic emails?

7111
T
J
JJannicelli 493b0de kinnelonObserver
asked in Integrations
Realtime SIS Parent Guardian Information

Realtime has informed us that we are not able to add parent/guardian information to our export to IIQ. Has anyone who uses Realtime found a work around for this? Thanks!

322
J
D
DLikiardopoulos 22023df ocsitObserver
asked in Tickets
how do you know when a ticket has been updated with user notes

in IIQ is there a setting so that I know when a ticket has been updated with notes from the end user? Something like a highlight or something that makes the ticket stand out so I know by just glancing that a ticket has been updated with notes? So far I have to go in the ticket to look to see if they provided notes that I requested.

878
Kathryn Carter
D
DNatalie 730c952 pasdObserver
asked in Users
Asset History with Suspended/Disabled Users in Google SSO

We are currently in onboarding, and things are 99% awesome. One thing I noticed however is we brought over many users that are Suspended within the Google Workspace environment. This makes them disabled in IIQ, so they are not searchable in IIQ. Additionally, when I imported assets via CSV, it skipped those users as owners because IIQ could not find those users. We think it’s important to at least start with a history of those users having owned those devices, even after they are disabled. This may be solved moving forward, as we start operating within IIQ, but I was hoping to be able to see these suspended users even if they are “no access.” Our school has people come and go yearly, so not seeing the user at all until we reactivate them in Google is not preferable. Is there a way to not “disable” a user in IIQ if they are suspended within Google Workspace?

9711
Kathryn Carter
K
Contributor
KBremner 76000e4 mtbluersdContributor
asked in Tickets
Nested issues

I think I know the answer to this but in case I’m just missing it somehow, I’ll ask… Can I nest a folder of issues under another? I.e. “Other Requests” has a folder for “Employee user accounts”. Can I add another folder called “Microsoft 365” and one called “Google Workspace” and have two issues in each of those folders?

101
Kathryn Carter
K
Kacey.WisemanObserver
asked in Assets
Changing 'recommended' filters

Good morning - Here’s some context: When you pull up the ‘assets’ tab, then click on ‘filter’ so you can filter the assets you’re looking up, it automatically pops up to a ‘recommended filters’ page. Is there a way to edit which filters are recommended for our organization? Many of these are not ones we filter by often, and there are some we use much more often, and would just be super handy to be able to have the ones we use often listed first instead of ones we don’t use. Thanks all!

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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