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1924 Topics
C
csheldenObserver
asked in Users
Notification to parent, that a device was issued

We are wanting to let parents know that a device was issued to their child, we want to include device info from IIQ, etc.  We would like to associate the child to a contact in our SIS.  What are you doing?  

461
Kathryn Carter
C
curtinatObserver
asked in Tickets
On\Off Boarding Of Staff

We are currently looking for a way to have our hiring manager enter all requirements from the technology department for new or leaving staff.Ideally they would be able to start a On or Off Boarding ticket with fill in, yes or no, drop down options that would generate a sub ticket based on the answer. (ie. if the new user needs a computer then they select yes, and a sub ticket is generated).We only have IIQ Ticketing. Is there a good tutorial that you might be able to direct me to, to accomplish this?

301
Kathryn Carter
KHowe
Contributor
KHoweContributor
asked in Other
Reporting - Part cost per year

I am trying to find an easy way to track our costs. In this specific instance, I am looking to see how much we spent on toner, staples, waste toner, etc last fiscal year. All of that falls under a parts category of “Printer Consumables”. Is there a way to easily look to see how much was spent overall, while perhaps seeing a breakdown of total cost in that timeframe for different parts? Basically, I just want to get some basic overviews of how much we are spending on specific parts or part categories, what locations are costing us in that use, etc that I can see at a glance.  Any suggestions? Is this possible?  

292
KHowe
Contributor
T
TSheldon 3935bda rochesterObserver
asked in Tickets
iiQ Everything Slow to Load

Hello everyone - Curious if we are all experiencing the same issue; when creating tickets with subtasks, or adding users to a ticket, or basically doing anything that has to query a database - there are moderately long wait times. For example, when searching accounts to add as a follower - we click on the drop down and it takes 5+ seconds for the drop down to appear. Once the drop down appears, we go to search for a user and it takes another 5+ seconds for the user to appear in the list. Another example, we have actions to add subtasks to tickets - when applying the action, subtask creation can take over a minute and freezes the entire page. Our district has a very fast internet connection, so we know that is not the issue. Tried all different browsers, and issue persists.

595
Kathryn Carter
M
MDePadua 610bc34 patersonObserver
asked in Other
Barcode Scanner Options

Good morning,I see there is a way to set a minimum character limit on Barcode scanning. Is there a way to set a maximum character limit when you scan a barcode? Thank you!!

671
Kathryn Carter
S
SPalermo 8603c90 ppsbObserver
asked in Assets
User Asset Permissions not working for Mobile App?

I have created a special user group for my organization for Asset Managers.  When using the website the users in the group have access to look at asset details, check in/out, view tickets and audit history, etc.  When one of those users logs into the IIQ mobile app (android, don’t have an Iphone to test) and scans an asset the only option available is to submit a ticket.  I would like for the users to have the same permissions for the mobile app as the website, does anyone have a fix for this?  I’m not sure if maybe it’s just something simple I’m missing.  

5310
Kathryn Carter
KHowe
Contributor
KHoweContributor
asked in Tickets
Event ticket, Room requirement

We are making a ticket for staff to sign up for and request equipment when they use a public space. By default, the ticket requests a room number. Is there a way to remove this requirement for a specific ticket? I am not worried at the start for having a valid room number as we can just manually add it in later if needed. I just don’t want having a room number being required, for this specific ticket but I want it to remain required for other tickets.  Thanks.    

311
Kathryn Carter
ADeLacy
Participant
ADeLacyParticipant
asked in Tickets
Reports Data MIA

We seem to be missing our last year worth of data of tickets from both Ticketing and Facilities, we have opened a ticket but wanted to see if anyone else has run into this or potential fixes. 

417
Kathryn Carter
Instructor_Ivan_Quigley
Instructor_Ivan_QuigleyiiQ Know it All
asked in Other
Broken Link within new Knowledge Base Guide

I am trying to create a Knowledge Base article but my embedded link shows up broken. What am I doing wrong? 

371
Kathryn Carter
P
Participant
PBauchan 650c0fd mvsdParticipant
posted in Assets
Adding New Models - Best Practices?

I feel like this might be a stupid question, but what approach do people take to adding new models so that they can be properly imported into iiQ and mapped to owners, etc.?I’ve run into the issue where we are trying to better fill out our inventory of devices where we are using Mosyle (Apple MDM). Devices get pulled in there, but then since its a model we haven’t been using I have to go in, create and add the model to the iiQ library, go back to the Mosyle Manager app and map it, then re-run the import to have the asset properly matched. This isn’t the end of the world, but I feel like this could be done more automagically?I understand with models there are literally millions of different ones, but with Apple at least they tend to have a fairly constrained lineup all things considered for mapping assets across platforms. Just wondering what’s the best way to tackle this going forward.

2608
B
Participant
SMillsTVSD
Participant
SMillsTVSDParticipant
asked in Tickets
Tags? How are you using them?

Hello,School District user. I am curious how others are using tags in tickets, and for what purpose? I am aware of creating them, applying them, using them in rules, but just not sure how it would benefit me to be using them. Any use cases would be greatly appreciated.Thanks you.

29910
Kathryn Carter
MLocke 773d4ae eacs
MLocke 773d4ae eacsObserver
asked in Other
New Site Options

I was looking through our site options and noticed that there are two new site options. I looked through the knowledgebase and it does not show these options. What do these do exactly? Enable advanced asset management features Enable Add Tickets To Problem Ticket

451
Kathryn Carter
S
SBourque 567ca80 apsbObserver
asked in Other
Global Search - sort with most current at the top of the list

I like to use the Global Search as a Knowledge Base to see if there are resolutions related to a certain software or topic. When I do this, the tickets that come back are not listed with the most current on top. Is there a way to make this happen?

192
S
U
UCortes 4101342 sthsObserver
asked in Tickets
Is there a way to quickly see if the recipient has responded to the ticket

We have a rule that sends us emails when a ticket has been responded too. But I like working off of the Ticket View. Is there a way to have some kind of icon to in the ticket views that show that there has been a response to a ticket?This is would be helpful when I look at the tickets “Assigned to Me”. I would like to quickly identify when a ticket requestor has responded. At this moment, I have to look at every ticket.  In the old ticketing system, the ticket subject would show in bold and I would check all tickets that were in bold. Once I responded they would go back  to regular font.This just made it a lot easier to keep up with responses.

11310
Kathryn Carter
M
mprinsObserver
asked in Tickets
Information page rather than a ticket for specific category

Hi everyone -- Searched the forum and Incident IQ itself, and I don’t think this is possible, but:There’s a specific app -- let’s call it Bubba -- that everyone thinks that issues for it should go in Incident IQ for the district. Trouble is, they shouldn’t -- there’s a specific different process that needs to be followed for Bubba. At first the strategy was to just remove Bubba as an issue category option from Incident IQ, but then staff members still put in tickets for Bubba anyway under different, tangentially related categories. Our new idea was to create an issue category for Bubba...but instead of leading to the general “creating a ticket” page, leading to an information page that said something like “For Bubba tickets, contact Joan in HR at x5555”. Is there any way to do something like that? I considered trying to get rid of all the fields on the Bubba ticket page to make kind of fake information page, but since I see there’s no way to get rid of the “Describe your issue” box, th

393
EStapf_iiQ
C
christine214Observer
posted in Other
FYI - Permissions were removed by IIQ

It seems this update has wiped out our permissions.  I was an IIQ administrator and all my permissions were removed.  We have people on our facilities side that can’t even login anymore.  Anyone else notice this?  You might want to check your permissions.  

505
Kathryn Carter
C
CLindner 4103d3e rochesterObserver
asked in Other
is there a way to set the compact view on Rules to be the default? 

There are a lot of rules...is there a way to set the compact view on Rules to be the default? 

232
Kathryn Carter
ACampbell 717f23b friscoisd
ACampbell 717f23b friscoisdObserver
asked in Tickets
Default answer on custom field

Is it possible to have a default answer on a custom field? So that it automatically displays that answer unless the ticket submitter changes it?We are using a ticket for mandated daily door sweeps - where a campus staff member is required to check and note the status of every door. There are 20-100 doors per campus, so it would be incredibly convenient for those to show that the door is properly functioning, except on the rare cases that it isn’t.Open to any and all ideas to make this easier for our campus staff!

483
JTherrien_iiQ
D
DAdmin 39023bd hflcsdObserver
asked in Tickets
Preventing Duplicate Tickets

Is there a way to set up a notification or rule in IIQ to alert us if a user already has an open ticket when entering a new one? We're facing issues with duplicate tickets due to multiple agents unknowingly creating them

271
Kathryn Carter
J
Participant
jo.cpaParticipant
asked in Tickets
How to get Rules to run on a Ticket that has Issue Type changed

We are working to get Staff/Parents to make better choices on Issue Types when inputting tickets.But, we often have to change the Issue Type on a Ticket thas has already been Created (most of our autoreply Rules run on Created to send back helpful tips/docs).That strategy only works on the Created.  So if we need to update the Issue Type and we want the rule to send better autoreply Rule email helpful tips/docs… how do we do that?It seems the Updated type of Rule will fire back the autoreply EVERY time anybody updates the ticket.Is there a way to say ONLY process a Rule when the Issue Type is Updated?

362
Kathryn Carter
J
JHarper 4604282 warrencountyObserver
asked in Tickets
I can't log on to the iiQ app.

When trying to log onto the app on my Samsung phone, it will not let me.  SSO doesn't work. Neither does typing my credentials in manually. 

377
Kathryn Carter
TAnders
Specialist
TAndersSpecialist
asked in Users
Adding Members to a Team that already exists

Not sure when this changed, but if you are trying to add a new member to an existing team, there is a new step that gets in the way and is confusing. On the teams screen, if I click where it says “3 Users” to add someone, which you’d think would take you right to the user settings page to add/remove members from the team. It does take you to a Users page, but it’s under the actual “Users” section, so the only button you get is “New User” to create a brand new user.  To add members, you have to actually click anywhere else except on the part that looks like it would go direct to the Users update page. Minor annoyance.

1631
Kathryn Carter
davecarty
Participant
davecartyParticipant
posted in Tickets
"Require Issue to be Confirmed" Alternative

I’m trying to create an alternative to using the Site Option Require Issue to be Confirmed because for many of our tickets, it isn’t necessary and adds an extra step for those Agents who wouldn’t benefit from it.So, my question is, can you create a custom field that is required, but not visible to requestor? Essentially it would only show up for Agents working the ticket, like the Site Option does.My tests suggest this isn’t possible, but I wanted to confirm with the experts.

542
davecarty
Participant
R
RandyObserver
asked in Assets
Viewing assets by rooms

Is there a method available to visually assess which assets are allocated to specific rooms? 

1469
Kathryn Carter
H
HLicea 51023bd misdObserver
asked in Integrations
LocknCharge bays status

Hi,Is there any way to pull LocknCharge tower bays status using the IIQ API? 

272
H

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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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