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1667 Topics

RKurczynskiObserver

asked in Tickets

Can I print a ticket directly from the ticket, without exporting to PDF?

Is there a way that I am missing to just print tickets directly? I see where you can save the tickets as PDFs and that view is great for the ticket details but I cant see a way to just hit a button and have it print like that. It seems like you have to save it as a PDF, open the PDF, and then print the PDF from there. I don’t see a way to print a clean ticket view right from IncidentIQ. We have multiple processes that involve printing tickets and this would be very cumbersome and time consuming over the course of many months/years. It seems there should be a PRINT option under more that would create the PDF “view” and take you right to a PRINT screen of that view, without you having to locate a created PDF on your computer in another window and then opening and printing it from an entirely separate program. For one ticket, this isn’t a huge deal, but if your daily process involves printing many tickets, this is very inconvenient. Thanks.

Zane GrovenContributor

asked in Assets

Audit devices in Pending state indefinitely?

I’ve got several audits set up in Incident IQ all pulling out of a sync that is run daily from Intune. Everything has been working fine for about a month now and then all of a sudden I’ve got 2 of the 4 of them showing all devices with a “Pending” status. I’ve tried re-running my audit and re-syncing the data from Intune, but so far nothing I have done is making any difference. Is there something I am missing here from a troubleshooting standpoint or is this just part of some ongoing issues?

MNelsonObserver

asked in Tickets

Export Weblink to ticket.

Is it possible to export the weblink for a ticket? We have an exited employee checklist that helps keep track of the many different systems we have to remove employees from. I’ve got everything I need in the export except a link back to the ticket.Anyone know of a solution for this? Thanks!

RWatsonObserver

asked in Tickets

SLA time against agent

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

mrodriguezContributor

asked in iiQ Facilities

Facilities Ticket action/resolution

We just started using facilities. We are seeing that our techs are using the “Labor” button within the ticket instead of the “action” they did. We do not track labor this way and was wondering if there is a spot to remove this option completely to our maintenance techs do not confuse the action they are suppose to use.

HCampos 79752cb polkschoolsflObserver

Students with previous school computers in iq

Is there a way I can see all of my students that still have a device assigned to them from their previous school?

ADeLacyParticipant

Default Policy for Ticketing / Facilities

Please someone tell me there is a way to assign the Default policy for Roles, I need to hide the Knowledge Base from all our staff as we already have one that exists, the only way I can do this is to create a new policy and set it to everyone's default individually.There has to be a better way, please help.

FMullen 6130352 longwoodcsdObserver

asked in Assets

You don't have access to change owner for this asset

were do i give permissions to allow access to change an asset?

FMullen 6130352 longwoodcsdObserver

asked in Assets

what permissions do i have to set for a staff member to change an asset location or assign a student ?

in incident iq what permissions do i have to set for a staff member to change an asset location or assign a student to a chromebook ?

mrodriguezContributor

asked in Tickets

Main ticket to a Subticket

Is there a way to make a main ticket a subticket of another after it was created?

mrodriguezContributor

Export Resolution Action Notes

Is there a way that the field for resolution action notes when exported in facilities it can be its own line for each instance? I have only been able export where each note from each ticket lump all together in one line.For example: the line will read replace faucet and TS-$90.oo on the same cell. Would like these two on seperate lines but still indicating what ticket and location and so forth.58195 Chief Moses MS Replace Faucet, TS -$90.00

BEast 920d314 burnetcisdObserver

asked in Tickets

Network tickets and protected information

When opening a network ticket the “sensitive information” option is not attached to these ticket. Is there a way to enable this option for Network tickets?

ADeLacyParticipant

asked in Tickets

Mobile app VS Browser app, Ticket types not the same

New to IIQ, sure I am missing something easy but We have been setting up our Ticketing and notice our custom names and layouts are not showing on the mobile app the way they have been set and are showing on the Browser. any thoughts ?

Gary_KCMOContributor

asked in Tickets

Event Ticket Closure

What is everyone doing with all the event tickets once the events are approved? Is there any reason to keep them open? Do you have them automatically resolving once the event is approved? Thanks in advance for your input,Gary in KC.

BLevien 3901dca seaburyhallObserver

asked in Assets

API - Get all Devics (Sort by Asset Tag)

I am trying to get a list of all my assets by Asset Tag, but I can’t seem to build the proper URL to get a list of my assets, trying the documentation here.I CAN get data from other endpoints like /services/assets/stats/locations and /services/assets/types, so I think my SiteID and Auth Token values are fine, but I can’t seem to list assets. Specifically, what value do I need to put after the “/of/” in the url?

CLee 1176405 shakopeeContributor

asked in Tickets

Prevent iiQ from sending emails to non-email service account?

Product we use for account automation sends as various email accounts that do not have mailboxes. As such they bounce when a ticket is updated until requestor and follower updated to remove. Is there a better way to prevent iiQ from sending ticket updates to these emails?

KLe 983e904 roundrockisdObserver

Not sending Notifications to the requesters when comments that are not visible to the requestors are added

Although added comments are set to not visible to the requestors, every time the tech team leads add comments for the team members (i.e. for Internal use only), the users get notifications and this has caused confusion. Is there away for the notifications not to be sent to the requestors when tech team members exchange info about the ticket internally--comments are set to not visible to the requestors?Thanks,--Kim

MKamp 1176ba5 aledoObserver

Forms via API call, CSV import and Enhancements

Good Afternoon, I have three questions, can you provide a link or documentation on how to pull form data via an API call? Is there a way outside of the API call, to pull the form data into a spreadsheet, not Adobe? We are starting to utilize forms probably in a way that is more complex than what incident IQ intended for their forms, but how do you put an (if.. then..) based upon a value in a field? For example, if the form field called canvas is Yes, create a ticket, otherwise; a ticket would not be created.

KRitchie 400b82b sad15Observer

Spare Pool Dashboard

Hello! I am working on getting the spare pools set up and running for the district, so far everything has been working fine, but when I go to the dashboard it tells me that all of my spares are checked out and were at 100% utilization. When I go into a ticket though, I am able to assign any spare that I have in my spare pool, so they’re not checked out. Is the dashboard not accurate with what it shows?

ARyan 367efb1 wscloudObserver

Ticket Templates Folders

Is there a way to create folders under ticket templates?

CWollert 263c04e gtcObserver

asked in Assets

Questions on Manual Verification Process

I’ve only ever used Incident IQ’s manual verification process on a very small scale before, but I am now looking to verify an entire storage room at once. What happens when you “Fail” an asset during a verification? Is any information in the record changed automatically, or do you have the option to change it to remove it from the inventory of that room and indicate a “Lost” status? Are there any feature differences between manually verifying using a laptop and a barcode scanner versus manually verifying using a mobile device? I know generally speaking mobile apps tend to have less functionality, but don’t know if that applies here. Thanks for your help!

KNorquist 80303f1 mvaObserver

asked in Tickets

Ability to Create Separate Ticket Queues for Separate Teams

Our team has been evaluating whether it’s feasible to incorporate some external departments into iiQ. We regularly have situations where a ticket has been submitted to one department that would be better suited for another, or where one team starts a ticket and then passes it off to another once they’re done what they can. But we’d like there to be, essentially, separate ticket queues for these teams, that an admin could then move if needed.We tried building some custom policies cloned from the default Agent role one, and creating accounts for external departments. Since we don’t necessarily need everyone looking into other departments’ tickets, we also tried segregating them by location and limiting users’ abilities to view with custom policies. Unfortunately, none of these steps really worked the way we needed. It seems like anyone with the Agent role has the ability to see any ticket, regardless of location, and segregating things by location doesn’t seem to have any effect at block

GWadeContributor

asked in Tickets

Ticket status not refreshing

We are noticing tickets that are updated or resolved are not showing true status in the summary/list view. We have checked with 4 other agents and they are seeing the same no matter what view they are using. Anyone else seeing this? Ex: One ticket updated and resolved at 837am but still showing up in our active/open views with waiting on requestor

CTapee 88732cc oxnardunionObserver

Agents permissions to add documents to user accounts?

Some of my agents scan old hardware check out forms to pdf and they want to load them into users accounts so they can be kept track of but they are getting permission errors. I have looked high and low to figure out how to give them permissions but I cannot find where to set that permission. Of course as an Admin I can do it but I don’t feel like uploading hundreds of pdf files lol. Any ideas?

AMohamud 6069c2 shakopeeObserver

asked in Tickets

How to edit ticket details field

I would like to know if there is away to edit where we describe ticket issues in details

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