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1721 Topics

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)

RicMacObserver

asked in Assets

Verify unassigned student device

How do I setup our sites with automatic verification through Google Admin when any student logs into a Chromebook - these would be students that don’t have a Chromebook assigned to them so the Asset Owner field is “Unassigned” - is this possible?

GHolm 4807017 wccusdObserver

asked in Tickets

Only notify when an unassigned ticket is assigned to the team

Hello, I work for a large school district that has a tiered tech tree. Each tech has X amount of sites and it responsible for those sites. The three techs also have additional work that gets assigned to the team but not a specific tech. Is it possible to only get the notifications when the ticket is assigned to the team and not to a specific tech. We each get dozens of tickets every day and right now I can either be notified every time they get a ticket or mute all notifications for the team. The team ticket view will sort out unassigned team tickets but there is no notification setting to just get notified when a ticket is assigned to the team and not a specific tech.

JBonicioli 13324ce montvilleObserver

asked in Tickets

Ticket is stuck open and can not be closed

Hello, I have a ticket that was created and worked on, but I can not close it. It will not let me close it because I had to return a spare. I refreshed the page and it tells me the spare was returned, but the requirement checkbox will not get checked, so I can not close the ticket.

MaryReedObserver

Importing Teachers and their assigned room number

Is there a way to import my teachers and the room they are assigned to?

ADeLacyParticipant

asked in Tickets

Custom Name Broken ???

In the Custom Name > ticket wizard. We have “ Other Requests “ being changed to the word Technology. This was working great now all our tickets come in with “ Other Requests” Pinned to the ticket. (( shown below )) it Seems to have changed around Mid to late Dec. While this is not “hurting anything” it’s frustrating to say the least… Anyone else having this problem. We did Open a ticket with Support but not much back as a solution goes so far.

JRood 877c5a lvpioneersContributor

asked in Tickets

Exchanging devices

When you exchange devices inside tickets it seems to link the ticket to the new device I give a student instead of keeping what is broken with the device we put the ticket in for. I don’t see how using that feature is worthwile in my opinion. I then have to close that ticket and then just create a new one or have to remember to manually change the linked device back to the previous one. How do you guys handle device exchanges?

TMendonsaObserver

Recent Incident IQ Mobile Update Not Sending Notifications

There was a recent update to the Incident IQ Mobile Application. I haven’t really noticed it until now because I regularly check my tickets, but the application is no longer sending notifications. I’ve checked my Android phone’s settings, and the notification settings for Incident IQ say “This app does not send notifications” and has the toggle grayed out. I’ve reinstalled the application and have tried clearing the cache and storage, but this does not appear to have resolved the issue. Is anyone else experiencing this problem?

LPausanos 607ad32 mesdObserver

asked in Tickets

General search in Tickets or Assets needs much improvement

Often, we need to search quickly for a ticket by using a particular word, and nothing comes up. Even searching in Assets, the search usually doesn’t yield any results when doing a quick search for a keyword. This is very frustrating, and we would like this to be improved.Also, is there a contact number for support, or do we contact our previous sales rep or trainer???

KHarvey 817e639 rsu57Observer

asked in Assets

Assign a device to a room so a teacher can submit a ticket for that device

Is it possible to do this in IncidentIQ:Assign a device (such as a projector, smart board or Apple TV) to a room? Assign a Room to a User (teacher or Admin)? Have it possible that the teacher would see the device assigned to the room so they can submit a ticket for the device that is in their room?I am trying to set up parts (bulbs) for projectors. We have around 10 different types of projectors and when a teacher submits a ticket for a projector not working, the Agent that works that building would know which specific bulb they would need to bring with them if it needs replacing. If the teacher selects the wrong type of projector, the Agent would have to make multiple trips if they don’t have the correct bulb.

MPeters 48079a4 stjacademyObserver

SIS user update "Skip" because "Create User is Disabled".

I have an SIS connected via a OneRoster update. It seems to update fine but any new students are getting skipped because, as the title states, “Create User is Disabled”. When I go into settings for the SIS app (Rediker Admin Plus) I see the following: The import students and other have greyed out X’s by them. Is there a way to change this? Initially we imported our students and faculty/staff by Google SSO but we don’t get all the information from there so I would like this OneRoster to create students faculty and staff if possible. It creates parents just fine. Any ideas to get me moving in the right directions? Thanks!

ALindley 417134c scusdObserver

asked in Integrations

Mosyle JWT token

We just got this pop-up and then it disappeared. Tried looking for the instruction on the JWT token but only found this: Has anyone been able to acquire a JWT token in Mosyle?

lhofiusParticipant

Custom Parts View - Minimum Target Filter

Is there a way to create a custom view where you can see all parts that have hit their minimum inventory quantity? I see that you can create a view with a static quantity, but need a way to see all the parts that have hit the minimum quantity threshold rather than an actual quantity. Hopefully, I’m making sense...I’d like to create a view with this information for the person who orders our parts. I know the Inventory Alerts widget is in the Parts Explorer, but I think a custom view would be more beneficial for them. I would be nice if the view could be added to their dashboard as well.

sdingleObserver

Generating reports in Incident IQ

How do I create a report in Incident IQ for Asset Management

mmickeyContributor

asked in Tickets

Remove ignore from select asset or use a rule to kick ticket back

Is there a way to remove the ignore option from the select asset action? We have a lot of techs that are not attaching the actual asset to a ticket, and leaving them with the generic model for a machine (see below)Is there a way to remove the ignore button on this, or kick the ticket back to the agent if there is not an asset selected?

mcarriganParticipant

asked in Tickets

We are having inconsistent issues with IIQ tickets and users today:Users are either not showing up when I search for them but they do show up when another agent searches for them. Users are showing up with the wrong access (e.g. no access instead of staff) I added a custom field to a ticket and it shows up for some users and not others Tickets that use custom fields are not consistently displaying the custom fields. I have had agents with the same access create a ticket w/ custom fields and sometimes they show up and sometimes they don’t. The ticket options are not displaying consistently - only some people see a ticket path that is supposed to be available for everyone who can put in a ticket.Is anyone else seeing issues like this? They’re inconsistent and widespread and were not occurring yesterday. I’m looking at all of our syncs to rule some things out but the custom fields problems are definitely not sync related.

CLee 1176405 shakopeeContributor

asked in Tickets

Changing Ticket Agent now displays everyone?

Checking with IIQ Administrator staff but one of our agents brought up how when click on Agent to change on a ticket it is now displaying Select User instead of select agent so you see everyone and need to filter by role or search for them. Anyone else seeing this?

RPorter 79778d9 norwalkschoolsObserver

asked in Tickets

How can we search ticket contents?

In our previous ticket system we had the ability to search the contents/body of a ticket for a word. For example if I was trying to find a ticket that was sent in months ago regarding a student with name John Doe, and I didn’t know who submitted the ticket. I have tried looking at all closed tickets and searching, but it only gives me tickets, assets, or users. There is no way to reference past tickets with a certain subject, name, etc within the ticket notes… Thanks Randy

JJohnson 400c4e5 monroek12Observer

Are custom user role still coming?

I was looking to see if custom roles are still in development or if they have possibly been scraped? I found a thread where a community manager stated that the feature is in development but, the comment is almost 2 years old now and the feature is still not available.Thread in question: I don’t mean to come off as rude or angry. I understated these things take time but, I just want to know if we can expect custom roles anytime in the near future? Custom roles would really help streamline some thing in our environment and it would be greatly appreciated.

TSaunderslucy 68018b6 motsdObserver

asked in Assets

what does the /of

in API Get request for example: https://tammany.incidentiq.com /api/v1.0/assets/of/2a1561e5-34ff-4fcf-87de-2a146f0e1c01?$ mean ? what is the value after of/?

ADeLacyParticipant

asked in Tickets

Re: Headaches , OOO replies.

We are running into issues with Email to tickets, please someone tell me they have a way to fix this ! Currently if an email is submitted it creates a ticket… this works well. The issue is each reply to that email chain also creates a ticket. We are trying to make it so the Rules stop this but that is providing some issues. Does anyone have a best practice around this AND out of office replies ? I will keep playing with the rules for now but seeking someone who has the answer other then trial and error on my part.

TSaunderslucy 68018b6 motsdObserver

asked in Tickets

Email in to create a ticket?

does the system allow a person to email a helpdesk email and it automatically creates a basic Incident Record for them.

ADeLacyParticipant

Remote Support Tools

Use of the Report support tool integration via IIQ. Has anyone been using or does use the tool integration for remote support in IIQ ? I am speaking to VNC, Google, Quick Assist etc. I have been playing with them and they are clunky to say the least and I wanted to see if anyone was using them and if I am missing something.

STPittsingerObserver

asked in Tickets

Can I create a filter for a subticket using an issue?

When students cause damage to a chromebook I need to submit a subticket to our person who manages invoicing parents. For example, when a student breaks a screen. Right now I can trigger the subticket creation for a chromebook display but I only need to generate one for chromebook>display>broken screen. Is there a way to do this?

Mdev 910746e misdObserver

API Documentation and Rate Limits

Is there any link where I can find the current API documentation? The link for the v1 API docs listed under “Developer Tools” doesnt seem to be valid anymore. Additionally, what are the current rate limits for the API?

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