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1860 Topics
S
SPenland 4671c29 gilmerObserver
asked in Assets
Modifying Inventory using CSV

I have the serial numbers of a bunch of items in our iiQ Assets. I want to, for each serial number, change their Status to “Retired” and alter some other fields as well. All my serials on in a csv file. Is there a way to import that file and have iiQ mass modify the assets?

1042
JustinRaynor_iiQ
C
CSlobodian 8175692 hcsdObserver
asked in Apps
Google Calendar Resource Mapping

We’re setting up the Google Calendar app for events. We’ve mapped locations and we’ve mapped resources to building and rooms. What I’m seeing is that events on the primary Google calendar synced to IIQ show up, but no events from the resource calendars are being created in IIQ. Is there something additional needed to be completed before events on the resource calendars get created in IIQ?

673
Kathryn Carter
Y
YWu Hogan 360b052 wccusdObserver
asked in Tickets
How to create several tickets for one site?

Hi,My job is to create work orders for site issues that had send in to our maintenance dept. I encountered a fire inspection report which I had to send out work orders to notify several departments on what to improve so they can fix the issues for the re-inspection. I noticed it’s very time consuming if I have to make tickets one by one for each department for the same school site. I’m wondering if there is a way that I can submits several tickets for one school site, and the system will automatically send out tickets to the designated agent/ department?  

415
Kathryn Carter
C
christine214Observer
asked in Tickets
IIQ tickets issues this morning

We are at a standstill.  IIQ tickets are not loading.  Seems to have just happened and is affecting our entire team.

254
Kathryn Carter
D
DGunnia 9806ca1 austinisdObserver
asked in Tickets
Edit original ticket description

How do I edit the original request detail that I was the requestor for?

633
Kathryn Carter
C
Contributor
CLee 1176405 shakopeeContributor
asked in Tickets
IIQ platform issues

Anyone else experiencing endless circle / loading this morning?Seeing it across multiple devices / platforms.Log out and log in fixes for a very short period.

763
Kathryn Carter
C
christine214Observer
asked in Other
IIQ Not working

We have not been able to load tickets all morning.  Anyone else experiencing this issue?  I was finally able to create a support ticket...but that took forever to work as well. 

1129
Kathryn Carter
J
jmerwinObserver
asked in Users
Faculty Vs Staff

What’s the difference?

2066
Kathryn Carter
L
lfongObserver
asked in Tickets
Importing tickets from another platform

We are migrating to Incident IQ and currently in the late stages of the process. Is there a way to import active support tickets from another platform (Like Kaseya, or Service Desk). We have quite a few open and pending tickets and having to re-create them one by one would be very time consuming. Importing assets was easy but for the life of me I can’t find a way to do the same with tickets.

2804
Kathryn Carter
J
jeremyjamesonObserver
asked in Assets
Asset ID lookup for non-Agent

We would like “staff” to be able to lookup a student and see which asset in particular is assigned. Currently when staff looks up a student they can see that the student has one or more devices but not the asset ID.  Which permission allows the asset ID to be exposed?

638
Kathryn Carter
CAustin
CAustinObserver
asked in Other
Non agent approvers cannot approve event workflows.

Hello, We have followed the guides in creating an approval workflow for our Events Module. The KB article stated that an approver does not need to be an agent and only needs the “Log in” permission. The workflow is working as intended and the approver receives an email. However, once they click on the Approve button and are brought to the event ticket, it does not approve and there is no option to click approve. Nothing appears under the dashboard of the approver as in the KB screenshots. Can anyone assist with making this work correctly? 

212
Kathryn Carter
J
Participant
jo.cpaParticipant
asked in Other
Does anybody have a method to populate the knowledge base?

Does the API support creating KB entries?Or is their any other method for efficient KB article creation?We have a lot of documents we have created for new policies and systems, and I’d like to know what options are available with the iiQ KB for efficient KB article creation.

1068
Kathryn Carter
D
DLikiardopoulos 22023df ocsitObserver
asked in Apps
Password Assistant App

Hello can anyone tell me about the Password Assistant? My question is does this app provide password reset self-service for their actual google account? Like this will allow users to reset their google account password? If so can they also unlock their own accounts? Or is this app just to for logging into incident IQ platform only?

1864
D
lpreedom
Contributor
lpreedomContributor
asked in Tickets
Closing tickets via email

We used to use spiceworks for our ticketing system, and one way our agents could close tickets via email was to type #close in the body of the email. Is there a way to do this in IIQ through some sort of rule or something similar?

241
Kathryn Carter
D
DThurlby 86351be bps101Observer
posted in Tickets
Reports needs work

Reporting really needs some work. It would be nice to have it a bit more interactive if I email the report, it doesn’t even show numbers on any graphs when you try to share it. I’d rather not have to give access to the HD if all I want to do is share a report and stats. The data also seems wonky at best in most canned reports. Just suggesting an overhaul to make it more useful. I love having the trend data to present to the powers that be.

131
Kathryn Carter
H
HLemoine 107790d svsd410Observer
asked in Other
Events- Approving Conflicts

In IQ you cannot approve Conflicts, that are confirming sharing rooms on same times? 

558
Kathryn Carter
N
NNiusulu 243c917 nhusdObserver
asked in Users
Agent Accessibility

Good Afternoon,The recent update has changed the settings for “Agents,” which previously restricted their access to only their home site and its associated tickets. Now, “Agents” can access and edit tickets for all sites.I attempted to adjust permissions by adding filters to users individually, but “Agents” are still reporting that they can see tickets from other sites.Could you please advise on how to restrict “Agents” to view and edit tickets only for their assigned sites?Also, on the mobile app. the selection of Agents are limited to the middle of letter J, it does not show all the list of agents. Thank you for your assistance in advance.  

421
Kathryn Carter
D
DNatalie 730c952 pasdObserver
asked in Assets
Am I able to attach a PDF to a specific asset?

I have warranty/device protection for a specific asset, and I wanted to attach the PDF to that asset. Is there a way to do that?

285
Kathryn Carter
S
SS1000Observer
asked in Assets
Request for reports or asset management

Would like to be run a report or create view that shows all charging carts assigned to a location what shows all devices linked to each cart. 

1007
Kathryn Carter
R
rokes21Observer
asked in Tickets
SET REQUESTOR BY CUSTOM FIELD

in ticketing rules  -  ‘set requestor for’ by custom field.  we have functionality for this  ASAP.  It seems to be an oversight in the options listed

272
Kathryn Carter
ACampbell 717f23b friscoisd
ACampbell 717f23b friscoisdObserver
asked in Tickets
Subtickets in the IIQ Mobile App

I am looking for some ideas on viewing subtickets in the mobile app. I love subtickets for my techs who are generally on a computer, but testing in the app for the first time has brought up a few bumps.We are planning to launch a subticket for a door repair when a daily door sweep ticket indicates that a door is in need of maintenance (through a custom field). A campus staff member checks every door and we keep that ticket as documentation (a state requirement); then if a door is broken we auto-launch the subticket rather than have the user do double work. However, I can’t figure out how the technician can easily access the information on the parent ticket when using the app. We will currently just have them search the ticket number immediately preceding the subticket number, but I know this hive mind has ideas!Am I missing a way to access the parent ticket through the subticket on the mobile app? Is there a way to transfer certain information from the parent ticket to the subticket so

271
Kathryn Carter
E
EAnderson 300e5a0 mycrcsObserver
asked in Integrations
Is there no longer an rschooltoday integration?

I have looked in the app integrations on my instance and there is no rschooltoday app to setup for integration. Is rschooltoday no longer supported?

526
Kathryn Carter
A
ataylororcsdObserver
asked in Assets
Asset Filters for Summer Work

Hello, I’m looking to create a view with filters that exclude a device with a specific ticket name.  I can’t find out how to filter in that way. Why? Our summer workflow is to open a ticket for a device (using a template) as we update or reimage it.  I’m trying to run a report on which devices we have left to do, as I’m sure some got left in a drawer and the like. Any suggestions are greatly appreciated! Thanks,Alexander 

183
Kathryn Carter
Amanda McP
Amanda McPObserver
asked in Assets
Mass check-in

I’m looking to do a mass check-in of devices in order to start fresh this school year.  I do not want to scan each device individually, nor click a button after scanning a device. We assigned devices last year based on who logged in. I’d like to mass check-in all student devices, so we can again assign based on who logged in. Is there a way to do this?

311
Kathryn Carter
ACampbell 717f23b friscoisd
ACampbell 717f23b friscoisdObserver
asked in Tickets
Subtickets in Facilities Product?

Can you not create a subticket in the rules engine in Facilities? I have successfully used subtickets in Ticketing often, but have hit a brick wall in Facilities. “Create a ticket” is listed as an action, but not a subticket option. This is strange as in other ways the rules engine has seemed identical between the products. The KB guide doesn’t address either product specifically, as always focusing on Ticketing. Is this a bug, or working as designed?

284
ACampbell 717f23b friscoisd

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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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