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1991 Topics
C
Contributor
CLee 1176405 shakopeeContributor
asked in Tickets
Bulk edit ticket location

Is there not a way to bulk edit ticket locations? Have a service account that generated tickets. Have adjusted rule to set location going forward but want the current active tickets (~40-50) to be fixed also.

343
Kathryn Carter
M
MSmith 20667d nrcollabObserver
asked in Tickets
Needing help with my email bouncing in ticket email threads and notification

Hi, I am am IIQ Administrator in our newly Launched IIQ Ticket system. I am not receiving any notification emails even through all notifications are turned on in my settings. Also, my emails are bouncing in the ticket threads as I process a ticket. Here is the error.Oct 12, 2023 10:12 AM -- Email bounced. Type: Permanent, Sub-type: OnAccountSuppressionList [ ReportingMTA: dns; amazonses.com, Details: Amazon SES did not send the message to this address because it is on the suppression list for your account. For more information about removing addresses from the suppression list, see the Amazon SES Developer Guide at https://docs.aws.amazon.com/ses/latest/DeveloperGuide/sending-email-suppression-list.html ]Thanks for any suggestions you may have!

1045
K
M
MSmith 9172fb3 tcssObserver
asked in Tickets
Pin Internal Comments

Is there a way to pin a comment in the timeline to appear at the top? Context: There is a date typo in the ticket text that can’t be edited. I wanted to let the team working on it know that the date is wrong, but not get lost at the bottom of the timeline as the subtasks and actions are completed. I thought if I could pin the comment at the top that would help.I thought it could also be an action, but I think it would have the same problem.Any help is appreciated.

382
Kathryn Carter
TAnders
Specialist
TAndersSpecialist
asked in Users
Setting users to multiple locations

I am going to experiment with this today, but I wanted to ask if anyone else had tried experimenting with getting users “assigned” to multiple locations inside of IIQ. It would be mainly for end users being able to submit a ticket at each of their assigned sites, but being able to choose which one they’re having the issue at. For example, our school nurses float between 2-3 sites each, but they only have their single primary site. We have just set up a new work flow in our account automation to add these users with multiple sites into the corresponding site Google Groups. I was thinking if I sync users in by those groups, it may allow me to give them access to the sites without having to do it manually, but not sure.Is it even possible to use the permissions for “users assigned location” for multiple locations? If anyone has tried, let me know please.

2435
Kathryn Carter
D
DKelley 8238bc2 wcpsmdObserver
asked in Tickets
User Search - Edit Requestor - Possible FERPA violation question

Our district has a Staff Role who only has access to the Dashboard and the submenu underneath. (So, no assets, tickets, or users).  We didn’t see a reason to share with them all the ticketing, assets, and user search options because we suspect some of the additional information available through those screens may be a violation of FERPA.  The only other place where we can see this still being an issue is on the New Ticket request screen where all users can “Edit Requestor,” at which point, you are presented with a search user option.  On this screen, you could search for any student, and see their location.  Is there a way to limit this?  If not, has anyone else ever raised this issue before? Do you know if iiQ has some language in an official statement available that indicates we would not be in violation of FERPA?Screenshot

532
Kathryn Carter
J
Contributor
jhandlerContributor
asked in iiQ Facilities
Printing and Viewing to include information +2 or moer

In Events ReportingOn the building use report is there anything that can be done to display the missing information ?  (example below shows +2 more).    We need to print this information for evening custodians who don’t have IIQ access and need these details on their nightly task reports.  HS > 43 Gym+ 2 More

455
Kathryn Carter
A
Contributor
angiejaegerContributor
asked in Integrations
Is anyone getting their Mosyle Integration syncing to IIQ?

I saw that @austin.thomsen had a recent ticket on this similar thing but yet ours is a bit different.  I have had a ticket in since January 10th on our sync with IIQ and Mosyle.  It has not been working since January 5th.  I have gotten little to no response other than it is being looked into by the dev team so I was just wondering if any others are having the same issue or not?  We have had it setup and syncing for other a year and did not make any changes. Thanks  

21017
A
Contributor
B
BBrenner 82795ad tkObserver
asked in Assets
Deprovision Reason

Is there a way to remove the ‘Reason’ for deprovisioning a device.  We will be deprovisioning the devices for graduating seniors who want to keep their Chromebooks and would like to skip a couple clicks if we can.

445
Kathryn Carter
J
Participant
jo.cpaParticipant
asked in Assets
Permissions - how to create a Role/Permission that only allows Students Assets readonly

We have “returns specialists” that help with Student asset returns.They are not Agents, and we do not want them to see anything other than the Student assets.How is this accomplished?

667
Kathryn Carter
Z
zjksd
asked in Users
Best way to update custom fields for users through the API?

Hi everyone, I’m wondering if anyone has recommendations for the best way for updating user custom fields through the IIQ API.Right now, I’m able to update user custom fields with a POST to “/api/v1.0/users/{User_ID}”, but I must include all of the user’s details in each POST so they don’t get replaced with null/blank values.For example, if I only include the custom field information (CustomFieldValues, CustomFieldTypeId, Value) and UserId (as well as all other required fields) in the POST, this will successfully update the custom field, but blank the rest of the optional user profile information. Their name, email, username, etc will be gone if I don’t GET it first and include it in the POST.Is there any way to target changes to only specific custom fields of the user without needing reapply all of the user’s other fields? Maybe an API call I’m unaware of?Ultimately, I’ll be using this in a custom connector for a Power Automate flow. But it can be time consuming to parse json to every

3435
Z
D
DLand 840f08e nwlsdObserver
asked in Assets
fees at check in

We are looking at the bulk check in and the documentation says that the add fee option must be enabled. Where can I find instructions on how to enable that feature?  I know it must be done by the district admin. I can forward this to him. Thanks

402
Kathryn Carter
D
Doug-hallObserver
asked in Users
print a User device report

Is there a way to print a user device report?We are looking to provide students a print out of how many devices the have checked out to them.

73515
Kathryn Carter
R
RCook 5274ef7 appletreeObserver
asked in Apps
Custom Location Not Appearing in Location Mapping

Hello, We use Google SSO to map our User’s locations. One off our OU locations is not appearing in Location Mappings under Custom Map. Is this a Syncing error or do I need to enter the location in iiQ somewhere? One picture attachment shows our OUs in Google Admin. The OU I am referencing in NJ(New Jersey). In the other photo is iiQ, the Custom Mapping does not show New Jersey. Can you please advise what I am missing. 

752
Kathryn Carter
J
JGatta 680e2a3 concordObserver
asked in Apps
Link the status board to a Modern SharePoint page

Nothing has worked so far.Is there a way to link the status board to a SharePoint page, the link does not work when I try to embedded it form the manage apps settings page. Copied from previous thread.   ADeLacy AUTHOR Participant 61 replies 1 day ago @JGatta 680e2a3 concord I believe there is a way to embed HTML into a SharePoint from what I remember and that is what you would need to do in this case, I will start looking to see if anything pops up.  ADeLacy AUTHOR Participant 61 replies 1 day ago @JGatta 680e2a3 concord  Yeah you can do it.. Embed code,  copy paste no need to edit the HTML at least in the version we are running.  Like Quote  J JGatta 680e2a3 concord Observer 3 replies 23 hours ago  It’s not working for me for some reason. Like Quote  Userlevel 4+3 ADeLacy AUTHOR Participant 61 replies 20 hours ago @JGatta 680e2a3 concord  Oh this is a personal Sharepoint page, ok you’ll note in your screen shot that “Script tags are not supported” in the last line of the firs

951
Kathryn Carter
R
Rich BykowskiObserver
asked in Users
Student Year of Graduation

Hello- We are importing our student information from our SIS (Aspen) via a OneRoster CSV import. The import has the student year of graduation in it, but that information is not imported into IIQ, as far as I can tell.  Is it possible to add that to be imported by the Aspen job somehow? Is it possible to create a custom user field and configure this myself? -Rich

261
Kathryn Carter
D
Participant
Daniel PParticipant
asked in Tickets
Adding including ticket's description in sub-tickets

Hi, It seems to me when creating a sub-tickets via rules, the parent ticket's description should be at least an option to be included, as it adds valuable context to the sub ticket. Is this even possible? Thank you.  

473
Kathryn Carter
L
luke.rObserver
asked in Tickets
How to create/edit Ticket Workflow

Under ‘Administration > Ticket Statuses’, when I create a new Status, there are options to select Workflow and Workflow Stage. How do I edit the Workflow and Stages of the Workflow? The only workflow in the list is ‘Technology - Default Workflow’, and it’s a searchable list… so I’m assuming more can be added.

5629
Kathryn Carter
D
drose807Observer
asked in Assets
Asset View - Showing Chromebook OS Version

We have had some issues with chromebooks not pulling the latest update via Google Admin Console.  This has caused some issues with some applicationsand testing applications.  I went to try and create an asset view to and add the “OS Version” as a column and found that it is not there.  Is this not an option via IIQ?  I want to confirm with others before making a request to add this as an “Idea”. Our example is that a 4th grade teacher has stated that some students are able to get to a certain program via their chromebook.  Of course I did not receive names so I wanted to see what OS versions are on all 4th grade chromebooks.  I am not seeing this as a field under the applications section.

24619
Kathryn Carter
D
DAdmin 3801729 lexington1Observer
asked in Tickets
Can you create a custom default dashboard for all users?

Is there a way to create a custom default dashboard for all users where I can have Quick Tickets at the top for them?

1822
Layla Stone
TAnders
Specialist
TAndersSpecialist
asked in Tickets
Rules to Create a ticket in a different module

I am trying to help our district do less work since we have both Technology and Ticketing. We have an event ticket under Facilities and an event ticket under Ticketing. I would LOVE to add a custom field on each side saying “Tech Support Needed?” and “Maintenance Needed?” on the opposing sides respectively, and have those fields fire off a ticket to the other module so that we don’t have to have people enter in tickets in both sections. I tried a “When Created” rule on both sides, with the custom field (on/off type) set to “Yes”, then create a ticket using the template on the other side. This did not work, it created the ticket in the same module and assigned it to the person in charge of finding staff on the opposing side (they don’t have access to each others modules either so even worse). Is there some way to make this work so that I can have it create the regular ticket in the module it was submitted in, and then create an additional ticket for the other module? 

907
Kathryn Carter
PCollins 7a1f1 ffc8
PCollins 7a1f1 ffc8Observer
posted in Other
New to the Community

Hi, My name is Pamela and I work for Fountain-Ft.Carson SD8 out of Colorado Springs, CO. We are moving to Incident iQ in the coming school year 24/25.I am excited to learn more about iiQ and to be apart of this community of knowledge seekers and givers.

632
ADeLacy
Participant
KHowe
Contributor
KHoweContributor
asked in Users
Sync location custom field to user

We have a custom field under rooms named “extension”. This is for the phone extension of that room. Is there a way to take the data of that extension and apply it to a user profile when that user is assigned to a room?  Example. Rm. 201 is assigned extension 2201 Rm 202 is assigned extension 2202 John Doe is assigned to room 201.  Custom Field in John Doe profile lists extension as 2201 John Doe is moved to rm 202. Custom field on John Does profile updates to extension 2202

381
Kathryn Carter
ADeLacy
Participant
ADeLacyParticipant
asked in Apps
Status Board setup

Can anyone point me to a how to for the Status board app via IIQ ?, I would love to set this up but can’t seem to find any documentation so far. 

44512
ADeLacy
Participant
W
weavercreedeObserver
asked in Apps
Due Date and Google Calendar

I see IIQ recently introduced a due date feature. Is there an automatic way to integrate assigned ticket due dates into users' Google Calendar?

1051
Kathryn Carter
J
JStrong 660c941 gladstoneObserver
asked in Assets
Check out override issue

There is a field in google Admin, User, that shows the last person to enroll or re enroll a Chromebook. If this field is filled in with an email address the next time the sync runs it checks the Chromebook out to that person. How do we make it stop?

252
J

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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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