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1720 Topics

amacObserver

asked in Tickets

Rule filter based on "Not" this issue or "Not" this model

i’d like to create a rule that assigns an agent a ticket based on location for every issue except a specific issue or model type.I kknow I can create two rules for this, one to assign all for that location and then a second rule for who should get one issue that doesn’t apply but that adds the agent as a watcher and and sends an email. I’d like to avoid the ticket being assigned to the first agent at all. If there was a condition button in the filter section of the rule that should do this.

JMendoza 257638c sageoakObserver

Assigning Parts to Individual Users

I’d like to know if there is a way to assign a part to an indivudual user. For example, we have items such as cases, cables, or adapters that do not have an individual serial numbers that we want to keep track of and assign to users. We figured using parts instead of assets would be the way to go for this because we have quantities of the same item. If the feature is there I may be likely missing it.

glenn.santosObserver

Import Payments into Fee Tracker

Hello, We are on Infinite Campus and would like to move fee data back and forth between Fee Tracker and Campus. I posted a question about exporting fee data from Fee Tracker on a schedule. Since that fucnationality is not available we were thinking manually exporting the transactional data daily and run a process to upload those fees into Campus. However, once a fee is paid in Campus we need a matching payment transaction in Fee Tracker. Is there functionality to import payments? The relpies in this question leads me to believe it is possible. Thanks, Glenn

AVang 9907d07 edenprObserver

asked in Tickets

Creating QR Code for Classroom

Hi, I’m wanting to create a QR code for classrooms in my building. I was wondering how I would proceed to creating a QR code and making it a functional tool.

nathaniel_lindleyContributor

asked in Assets

Bulk Delete Asset with Spreadsheet?

I might be missing something, but can I upload a sheet of assets that I want to delete? I can import a list with location change and status change to “retired” but I want to also delete the assets. All I can see is an option to do that, then bulk select them from the Asset Explorer and choose Other > Delete. If I do that, I have over 1K Chromebooks as Status Retired, but I want them to move to Deleted Assets. Is there another way?

maurdaObserver

Adjust fee/fine in Fee Tracker

There used to be an Adjust Fee in Fee Tracker that I would use when a device was found or a ticket was canceled. I don’t want to use the Paid option as that would be inaccurate. I also don’t want to delete the fee altogether. (I’ve cleared my caches and still don’t see Adjust Fee.)

JWELLS 283b2f0 kcsObserver

Can't view class rosters.

We are in the process of verifying. Normally I can go to a Teacher or Student and select their class to view the entire class roster to get an idea of which teachers have yet to verify / print rosters for verification for teachers who are out. This worked up until yesterday. At present, the cursor changes to a finger/hand when hovering over the roster, but the roster itself is not clickable. Is this just a hiccup? Using Chrome, up to date, on Mac Sonoma.

SOuellette 663c2b3 westwoodObserver

asked in Tickets

Assign Agent to Specific Ticket Types

I would like to assign all tickets for ‘Software/Online Systems’ to one particular agent. And, conversely, I don’t want that agent to be assigned to any other ticket types. Is that possible?

KBliek 4704ab7 newarkcsdObserver

asked in Tickets

Quick Resolve Button - Can more options be added?

Hello -Not sure where else to put this, but I was curious if we could add more options to the “Quick Resolve” button that is located on ticket. See image for visual. Thanks!

JBauer 693f843 mvaObserver

asked in Assets

View Designer - Export tab - Enable SFTP

Hello,I’m looking for documentation, knowledgebase and/or instructions regarding the SFTP option in the Export tab of the View Designer as I can’t seem to find anything regarding it.My goal is to export views from iiQ into our SFTP server in order to access within our database. I’d like to confirm that I’ve set up our credentials properly and also have an actual time as to when the view exports each day.Ideally, I’d like to be able to set the SFTP export schedule myself, but it would at least be helpful to know when the export happens instead of just “each day”.I’ve included a screenshot for reference. If there is any other information regarding the SFTP Export, I’d be happy to receive that.Thank You,Jessica

KNew 3072840 butlertechObserver

asked in Assets

Printing Asset Labels

We are in process of getting started using incident IQ. I am having a heck of a time getting the label printing process together. I have a Dymo 450Turbo and I cannot find a nice, durable label to use. Does Incident IQ have a durable laminated label they sell? Thank youKathy

TCummings 9174959 juhsdContributor

Set another Agent out of office for them

We had a agent take vacation and tickets are getting assigned to them from their team, is there a way to set out of office for them? I did not see away to do that without being logged in as them.

ASmith 797c037 manorisdObserver

asked in Tickets

Edit Event Fees

I’m grateful for the new Fee Management for Events information that was released. I’m running into an issue where I’m not able to edit the fees that I’ve created. Is this is bug, or am I doing something wrong?

JBarrett 943750d scschoolsObserver

asked in Assets

Select devices based on serial number or wildcard filter

I need to select all chromebooks that start we a certain serial number. When I try and filter by serial number it want’s me to actually pick a device instead of the just being a filtering condition and showing me results on the main page. This wouldnt be bad if it didn’t cap you at 100 results when I need much more. Any ideas?

AHollon 7301637 asdk12Observer

asked in Assets

How to view all devices checked out/in by a user/agent?

We would like to be able to see which agent/role made edits to an asset. Trying to find way to create view or report that shows us which devices were edited by a user by date frame.

JTichavsky 433b89d creightonObserver

asked in Tickets

Hello! I’m creating custom views and would like to set the record number to be viewed by 50 or 100, rather than the 20 records at a time. What filter can I use to change the number of records I can view at one time? Thank you in advance. Nvmd, found it!

jo.cpaParticipant

A View to have a list of Classes (Homerooms)

How can I create a View of Homerooms?I want to have a list of all Teachers and their Homerooms.When I create a View in Users and add the Homeroom column, it is blank. I appears to total the quantity ok.

DAdmin 3801729 lexington1Observer

asked in Tickets

Can you create a custom Ticket Type?

Is there a way to create a custom ticket type in IncidentIQ? For example where you go to add a new ticket you see “Devices/hardware, Software/Online Systems, Network/Wi-Fi, Provisioning, etc.). And maybe I am calling it the incorrect thing.

Sherri HObserver

Bar Code Tag for User w/ custom field

Is there a way to print bar code tags with the user name (student) and (Student ID) as a bar code from each Teacher’s class by filtering assets/devices/teacher name? I know you can do the assets just curious if you can do the students?Thank you.

BLevien 3901dca seaburyhallObserver

asked in Tickets

No Subject Field when Creating a new Ticket

When users email to create a ticket, the subject of the email is populated as the subject, and our tickets are much easier to scan.However, when a ticket is created on the website, there is no opportunity to type a subject, only a description, and it makes the ticket list harder to scan becuase we have to open the tiket to view the description.Is there a way to require the user to enter a subject and a description on the website?

DLikiardopoulos 22023df ocsitObserver

asked in Assets

mapping google chromebook users to owner in IQ

what fields is needed to sync google Chromebook users to IQ asset owners so IQ displays the owner that is assigned in google and not have to update IQ manually? Or can we map it to have IQ update google with the assigned owner?

STPittsingerObserver

asked in Tickets

Is it possible to reorder custom views? I'd like to have the ones I use most often at the top.

jo.cpaParticipant

asked in Assets

Return Specialist Permissions

We have a large inventory of Student items and a “Return Specialist” that help with contacting parents/students to get assets returned.The Returns Specialist is not an Agent.But what Policy/Permissions can I apply to this person so they can see the status of Student assets?

davecartyParticipant

asked in Tickets

Suggestions for Ticket Reviews

In preparation for the upcoming improvements to global search, we want to make sure our tickets are well documented. To that end what would you do in this situation?An Agent closes a ticket after resolving an issue for a user. I want to agent to go back and document how they solved the issue. I don’t want to reopen the ticket since the user would know it was reopened.How would you let the agent know that you wanted them to add documentation to the ticket?I know I could email or message them with a link to the ticket and the instructions, but can anyone think of a good way to handle the communication within IIQ?

DOliver 8708490 wccusdObserver

asked in Tickets

Automatically Change Team when Assigning Agent

Need agent team to match when reassigning. Example: Ticket is currently assigned to Jane and Team A. Jane reassigns ticket to Ralph in Team B. Ticket stays with Team A unless manually changed. Is there a way to automate the team change based on the agent? (without setting a rule for EACH agent)

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