Ask the Community

We added in another department and made 4 developers as agents in IIQ.   They can not change the “on behalf of” when a ticket is submitted for the wrong person.   I can not find where to change this to allow these 4 to change that field.   Any help?   Thanks in advance!   

Reviewed software tickets should be viewable by all staff members. This prevents users from requesting the same application that has already been approved. Is it possible to open the tickets under this category out to all logged in staff members and or make a public read-only view?

It looks like assets assigned to users aren’t showing up in the user’s profile page.  I noticed this today (Monday, 09/16/2024), however some of my staff told me they noticed it last week with a few people.

I have found that any hyperlink I add in my comments is broken and does not open in the email that the recipient or myself receive.  In general the email format is hard to follow with “>” this symbol all over the place.  Is there a way to fix this?

When I go to assign a ticket and search for a person, is there a way I can configure IIQ to only show agents and administrators instead of clicking the drop box menu every time?

Morning,I have both “Open Tickets by Agent” and “Open Tickets by Team” with counts.   It shows it in numerical order with a total count of tickets.  However, I can not figure out how to get that same type of view for other filters/views.  Maybe I am missing a step?  I am looking in particular for “Stale Tickets by ---”  Any help would be appreciated, thanks!

Is there a specific permission that will allow non Agents and Admins to see comments and actions that are marked as Not Visible to Requestor? We had one recently that one of our faculty was able to see and we would like to prevent that from happening again.

Is there a way to add an audible notification if a new ticket comes in and an agent has Incident IQ open in another tab? Often, we have IIQ open in another tab, but we do not see tickets coming in other than manually looking. I’m aware there is a way to add an email notification, which I have set up for facilities, but for our technology team, I would rather not.Thank you! Chris

I am working on adding an events calendar to our School website with IIQ. I have some knowledge in html and css but not as much in javascript/scripting. I am trying to manipulate the script so that when it shows on the website it doesn’t have the “Location/Room” in it. Is this even possible?

Hi all.  My name is Vicky Ivans and I am new to IQ.  In our previous system, I was able to keep a report for each school year that showed the total tickets created by month and by location (building).  I have figured out how to use the views to export and create reports, but I was hoping not to dump the entire database of tickets to create this new report.  Does anyone have any helpful hints?Thanks for the assistance

I think I might be missing something simple. How can the person who requested the ticket(ticket owner) see which agent is assigned to their ticket? In the Staff/Faculty view below, the "Your contact is" field is blank. The ticket requestor can only know who is assigned to the ticket through the ticket activity once the agent adds an action. I've looked through permissions and site settings but found nothing related to this issue. 

We have iPads that were inadvertently imported twice as assets. We have deleted one of the listings but the deleted asset is restored because the iPad is tied to Jamf. Is there a way to permanently delete a duplicate asset to eliminate this problem.  

When re assigning a ticket, when I click on the agent to change it, it opens up the search and shows all of out users instead of just agents. Is there a way to change that as a default to just search agents or do I have to filter by agents every time?

We have multiple users experiencing the exact same problem. We want to put all of those users on the same ticket, as once the issue is solved, it will be solved across the board, and we don’t want 20 tickets open.  Is this possible?

Have a ticket open with support but wondering if anyone else is seeing or has seen where users are imported from EntraID and get created but cannot find them in Global Search / Users. I look them up in sync history see date created then following days errors stating account already created…  

Starting last week, I have two users who cannot add any followers during ticket creation. Even when fully typing out someone’s name/email, they just receive a ‘no users found’ notification. After creating a ticket, there’s also no option to add any followers as well, the tab seems to be missing entirely. It should be noted that these two users seem to use each other as followers when making tickets.  Before last week, they did not have this issue at all. My IIQ Admin checked out one of their accounts, but found nothing amiss. We thought that this could have just been a temporary glitch, but its been persisting for over a week. I thought that this might have been a side effect of one of these persons making tickets in the facilities section of Incident IQ, but it seems to also occurring in the main ticketing section of IQ as well. I would appreciate any suggestions that you might have.

Is anyone else having an issue when you go to add an external email to followers?  I can click on External Email Address, and then I enter the email address, when I hit the PLUS icon to the right, nothing happens.  It’s been happening for a couple weeks.  I had a coworker test it and he had the same issue.  Thank you! 

I was looking for documentation on the different priorities.  Specifically, what does the numbers on the scales represent?

Has any worked with setting rules using multiple keywords without creating a separate filter for every keyword?I want an email about the in classroom display to create a ticket using a specific ticket type and issue and assign a specific agent to it. However, teacher don’t only use one specific word or phrase to refer to in-classroom technology. We have ViewSonic ViewBoards or: display, smartboard, viewboard, touchscreen, etc.I would like set a rule that says if any form of the words above are used in the subject or body of the email to then set specific parameters to the ticket: assign ticket type, assign to specific agent, etc.Currently, it seems I have to create a filter for every work or phrase possibly used.For example: we used Zendesk before this and had this ability.Thanks!

I’ve been copying over all of our knowledge base articles from our old ticketing system in to IIQ and we use a lot of gifs vs images. I haven’t found a way to upload/embed the gifs into the body of the resolution. Anyone else attempt this?

Greetings,I’m writing to see if anyone has had issues with knowledge base articles created in their instance were blocked from viewing. We are a boarding school with international students and I recently sent an email out with links to some of our knowledge base articles. We received a handful of tickets from parents of our international students saying they were blocked from viewing. One also sent a screenshot:  Is there any way that this can be fixed or should I just plan on sending them instructions another way?

We just started using Facilities last month, and it has the nice built in tracking for labor rates for the tickets. We have come to the first time we need to bill out some tickets to other departments and I am not seeing a “total ticket cost” field anywhere that I can find. Am I missing something? I have a field for total labor cost and total parts cost, but they are separate in the export. The ticket itself has the total cost on it, but that field doesn’t get exported with what I have tried. Is there really not an exportable field for “Total ticket cost” that includes parts and labor?

Hello,I was wondering if there was a way to import the Last known IP Address of an asset from Intune. I don’t see a custom field to import it from. I see for Google Devices this was made possible. Can we make it so the Intune Sync has that capability as well? Thanks!