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Our district uses our student accounting system (PowerSchool) for fees. I am looking for a way to use the tickets created as a damage report to send to parents explaining the damage. The pdf print out of tickets right now gives a little bit too much information and I think it may confuse them. Anyone have any ideas on how to do this with incident IQ?

Hello all, I am having an issue when using the mobile app on iOS. When I am in the dashboard/hit the search button from anywhere and type in a ticket number, I can not open the ticket. The search finds the ticket, I see general details, but when I try to open the ticket. So I can search it, it pulls up the below screenshot but when I select “View Ticket” under options, it loops me back to the dashbaord and does not open the ticket. I can find it in a filter I made and open it that way, but it feels like I should be able to open the ticket via search, as the button states.  I have tried closing and reopening the app, checking for updates and uninstalling and re-installing (plus updating) the app. Any thoughts on how to fix this issue? I am with Portland Public Schools in Portland, Oregon. 

Is there a way via using a rule or something that I could make it where an agent could not accidently mark a ticket as resolved until after a event date? We have had this happen where a user will close a ticket early but then details for an event get added/changed and they miss those because the ticket got resolved before the event occured. This is for a ticket template ticket that gets generated when an event is being approved or running on a schedule. BAsically looking for a way to allow agents to be able to resolve tickets but being able to control a time period of when those actions can occur. 

Currently you have to remove followers one-by-one. It’s tedious, especially when you have 85 followers. There should be a way to remove followers in bulk by selecting them through clicking on them or having a checkbox and then a button to “remove selected”, or something like that.TIP: If you do run into this issue, start removing followers starting with the very last one a the bottom, it goes faster than starting from the top and having to wait for it to refresh the list.

We are deploying new devices and have found a few students that don’t seem to have a device assigned to them.  Is there a way to filter users to show only those that do NOT have a device assigned to them?

We have a user that reached out about wanting to be able to add followers to the ticket she opens. I read a few articles on here and the permissions for List Users is one that they said was needed. This is selected and the user still cannot add followers to a ticket they are opening. Can anyone help us with this?Thanks in advance!Gary in KC

I’m trying to set up a rule to create a ticket whenever a student changes locations in the district...i.e. they are moved from one school to another in our SIS and our Google sync changes their location in iiQ.I have set up a rule for Users, when Updated with the following criteria: ‘When field is update: Location’I tried a variation where I added to the filter ‘Location’ and included all locations. When the user location changes either manually, or by Google sync, the rule is evaluated but marked as false in the rule log. We have several other rules that are similar based on the user role changing between student and no access and staff and no access and the rules work great. Am I missing something?

We just started looking into SLA and Analytics Explorer for the agents. A question came up hopefully someone could help. When a requestor submits a ticket the Response time starts. Lets say it take 2 days for that ticket to be assigned to an agent he answers it in 2 hours. Does 2 days and 2 hours count against the agent? Same goes for Resolution time. If they close that same ticket in 4 hours would the agents Resolution time be 2 days and 4 hours? Thank youRon

We’re trying to configure permissions so a specific team can create tickets for any ticket type, but can only work (edit/resolve) tickets from one specific ticket type. Has anyone found a way to prevent a team from working tickets outside of their designated type, while still letting them create tickets for any type? Any suggestions, creative workarounds, or confirmation that this isn’t possible would be greatly appreciated.

Hello! We are beginning to process fines in IIQ for staff users. We utilize Intouch for our payment system. It was discovered that there was a recent change to staff IDs in InTouch from the recent migration to Qmlativ. I was informed that if we need to add staff fines to IIQ, there will need to be a crosswalk done to the IDs in IIQ so that the IDs match in both systems.  Intouch let me know that someone from Kent (or from IIQ) would need to do the crosswalk. Student fines are working great and have not been an issue. Has anyone else encountered this? I have already looped in our CSM but wanted to put this in the community as well. Thank you!

We have an integration with FileWave. When our iPads are imported in, the model “iPad” shows up in the Model Mappings tab. We currently have it mapped to just Apple iPads. We would really like it to sync with the actual model of the ipads (10th, 9th, 8th generation, etc.) so that we can better track the age of devices. Right now - we have over 3,000 iPads that all say model “iPad” any help would be appreciated. 

Good morning!  I’ve been trying to figure out how to set device Asset Status to ‘In-Service’ status when they are logged in but have an Asset Status of ‘In-Storage’ My goal.. if something is In Storage, but is actively being used, I’d really like it to be In Service.  Can anyone tell me how to make this happen, and if it’s a bad idea, tell me why? Thanks all!  !--a=1-->

In the past a line appeared through a To Do item after clicking on it. This item would then be transferred to All To Dos and leave the main list. This is no longer occurring. The line appears but the item does not move and after a few minutes the line disappears and the item is still in the main list. Not sure if this is a change or a bug.

I was wondering if there was a way to make take a bulk entry from Events and correct it after inputted.  The same inquiry for deleting bulk entries.

How do I move model categories to a new category? I can move some but not all. I assume the ones I can move are the models I created for mapping.

We have a multi-stage approval set in our Events module for the following: When the ticket is created, a rule fires off that sets the following EAW: Awaiting Approval (Custom Ticket Status - Awaiting Approval workflow stage) Approved by Principal Assistant (Custom Ticket Status - Awaiting Approval workflow stage) Event Request Denied (Custom Ticket Status - Resolved workflow stage) If the principal assistant approves the request, then we have an update rule that fires off with the following EAW: Awaiting Approval (Custom Ticket Status - Awaiting Approval workflow stage) Approved by Building Principal (Custom Ticket Status - In Progress workflow stage) Event Request Denied (Custom Ticket Status - Resolved workflow stage) What is happening, is that when the principal assistant approves the request, it goes to the building principal for approval. However. if you check the event itself, the event status says Approved. We are trying to figure out why this is the case, as our understand

Hi there! TL;DR check loaner iPad out → creates a ticket for that student. check loaner in → resolves the ticket. How? I’m sure this has been answered multiple times and I’m sorry for doubling up. Our front offices are trying to get a better handle on how students are checking in / out loaner iPads. Right now, I have a loaner pool through the Spare Pool app, and when we check in out it assigns it to the student no problem. When we check it in, it unassigns it no problems. Now when I go to the rules engines, I want to make a rule that when a student checks out a device (regardless of who actually uses the check out), it automatically creates a ticket assigned to that student under the issue “School Loaner”. I also would like it to update that ticket to Resolved when that device is checked back in. I’ve tried various rules but none seem to do exactly what I want!--a=1-->

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?

We have an issue with resolved tickets being re-opened even though the original issue was resolved. Is there a way to disable requestors or “Staff” from changing the status on tickets?

Wanted to know if only Agents can assign tickets to other users.  We have some staff/faculty members we may want to be able to do this but when they are creating ticket and choose requester they don’t see the option to create on behalf of someone.  Is this only for Agents?

I would like to set automatic reminders to my agents that they have a submitted ticket waiting. For example, if ticket is still in “Submitted” status then it will send a reminder every two days that the ticket hasn’t been started yet. I’m thinking it should be:Days Stale > 1 Status = SubmittedAfter that I’m not sure as I only want the message sent to the Agent and not the Requestor.

Hello,I am curious what process other school districts have in place for returning repaired Chromebooks back to the students. I am finding that students are anxious to get their device fixed, but once they are returned to our buildings, they sit and sit and sit until I finally go into the students and disable the loaner device they are using. I would say about 15% actually read the email sent to them saying to pick up the device. My process right now involves a custom status that says “Device ready for pickup” which is linked to the “Waiting on requestor” status. Once I set that status, it sends an email to the student with the information to pick up the repaired device. I also have a rule for stale tickets of this status to send a reminder email on day 3 and day 7.Again, just seeing if there is a better process out there.Thank you!Shelby

I want to allow my teachers to see student assets assigned and associated tickets in their My Classes view.    (Just like I do).  I can see the asset assigned and any associated tickets.  My teachers dont see any of that. Just a list of students with a submit ticket button.  

I am trying to have my API pull data from my Parts Views, but when I pull the View using the https://District.incidentiq.com/api/v1.0/views/ViewID, It only pulls the settings of the View and not the Actual Data. I looked through the API Documentation and wasnt able to Find anything to help. Mainly basing the API on https://apihub.incidentiq.com/#0036adef-3067-44a6-80e0-9dc36775ad89