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1667 Topics

PTranchida 4235870 rochesterObserver

How to contact Incident IQ Support?

How do you contact Incident IQ support after hours? I tried calling their support number and says closed, tried emailing support@incidentIQ.com, as well as logging a Critical Support ticket. Our entire district is down (15K students and 2K staff) and this is the second time we could not log in to our site in several months.

dbindschuszObserver

asked in Tickets

Can followers see comments that are not visible to requestor?

Hello!We’ve started to have some confusion on what comments are visible to who in IIQ. We tend to add several followers to many tickets, including other agents, and external email addresses(to communicate to parents). I’m not 100% certain who can see comments when the comment is set to “Not visible to requestor”. Do all Followers see it? Is it truly just the requestor that doesn’t see it?Is it just Agents that are followers that can see comments set like this?Does anyone have any ideas? Thanks!

RWinchester 977ad07 bcscObserver

asked in Assets

Populate Comment with Asset Information/ Name

Is there anyway to pull fields from the attached asset into a comment/Shortcut. For example I want to put a comment that auto populates the info like this Name: <Requestor_Name>Asset: <Asset_Tag>Serial Number: <Serial_Number>Mac Address: <Mac_Address> This would be a huge help if it is.

PZaye 3972775 olsdObserver

asked in Tickets

ticket resolved by agent other than the assigned agent

how do i see the number of tickets resovled by an agent, not the number of tickets resolved by the assigned agent? I can not find a way to pul this information out of the analytics.

TSell 327b176 capitalObserver

Can I assign parts a price? Confused about parts/fees

After reading some KB Articles, I remain confused about this system. Perhaps it would help if I explained what we would LIKE to do: We add different categories of Chromebook Parts by model and number etc. Each part has an assigned price as decided by us for use with fees. When a technician works a broken screen ticket, for example, we add the Chromebook Screen part to that ticket which adds 50$ to the ticket in terms of cost. We add a fee to the ticket that pulls its cost from the part cost so that the fee reflects that 50 dollars. I feel like this is possible, but I cannot for the life of me find the visibility on part prices. How can I tell the IIQ system how much a part costs? There is no field for it in “New Part” or in “Manage Inventory.” Thank you!

MSchuckert 927f0a5 holmdel

Give Role Agent View of Events / Recurring Events

Does anyone know how to give a different Role the same View as an Agent would of the Events module? Currently, only Agents can create an Event directly rather than put in a Event Reservation ticket. The former lets you make recurring Events.

akorkishkoParticipant

asked in Tickets

Support ticket video capture??

What happened to video/screen capture function in support tickets? I could swear I was able to do screen captures with the support tickets and since the support tickets were merged into it’s own section I can’t use Screen/Video capture.

Bob BrandonObserver

asked in Tickets

Is there a way to sort by latest update?

Sorry if this is answered before (I didn’t find an answer yet). There’s an option to sort tickets by submission date/time, but can you sort them by the date & time of the latest update?

dduffyObserver

posted in Integrations

Parent/Guardian Accounts imported from SIS

As the ability to import parents/guardians from SIS and create accounts from those records, we were wondering what the potential benefits and ramifications are if we were to turn this option on.

mmickeyContributor

asked in Tickets

Creating multiple tickets with device owner as requestor

Hello, Does anyone know of a way for an agent to have tickets assign the requestor as the owner of the device when creating multiple tickets? I know for single tickets it would automatically assign if you create the ticket from the asset, but for multiples the only option is to select a single requestor that we can see. If not, would it be possible to add a switch to do something like that?

hgrossObserver

asked in Tickets

Can't open attached files in the mobile app

When we submit tickets with attached files, it looks like you should be able to click on it to view or download when viewing the ticket on the app, but pressing it does nothing. Is this a bug or is this feature not implemented? Should clicking on the attachment at the bottom of this screenshot do anything?

RDemerieux 99361b1 forsythObserver

Deleted location still keeps users and tickers

About a week and half ago, I created a location named Network Team Office which had the same subnet as a prior location called Central Office. The next day, all users and tickets that where in the Central Office location, moved to the Network Team Office.So I deleted the Network Team location and made sure to select Central Office location for the question on where to move the users\tickets too. The next morning, all the users that were moved to Central Office moved back to Network Team Office even though the location is no longer in existence. I manually moved about 300 users back to Central Office but again my changes reverted back the next day. This is also causing an issue with the automatic assignment of tickets from those users because our rules are based on location. Any help with this issue would be greatly appreciated and thanks in advance.

BCHSJAndersonObserver

posted in Assets

Best practice for retired devices?

Hello, I’m curious to know what others are doing with their “retired” devices within IIQ. Do you just change the status to retired and are done with it?I know that there are a few posts asking IIQ to offer multiple databases so that retired devices can me moved out and into another db; and I know that you can’t simply delete the asset because while it lives on in the deleted asset area, it will no longer be searchable.So… what’s your best practice for keeping retired/sold/etc devices within IIQ.Thanks in advance.

LHepler 967fe0e stmaryk12Observer

asked in Tickets

Tech Store Setup

I’m brand new to IIQ. I’m looking for a way to set up a tech store where teachers can select specific items (keyboard, mouse, camera, etc.) from a list to request.I’d like those specific items to be listed out on the ticket so that they can only select those specific items. Is this possible? If so, can you point me to some directions? Thanks!

vinceContributor

asked in Assets

When a device is retired does it show up in the Deleted Assets queue under Assets?

carterjObserver

Is there away to create user groups in IQ so I don’t have to add each teacher individually as followers. I can just add that group email and it adds all those teachers in the group.

CLee 1176405 shakopeeContributor

Two emails per staff, how do you handle?

We get the pleasure of living in both a Microsoft email domain (official district communication) and Google email domain (Google Drive / student<>Teacher communication).We are syncing users off Azure thus getting their Microsoft email for staff this is different, for students it is the same. We are seeing now some staff opening tickets with their Google email which results them showing up from our location community not respective school location as no info to match.Is there a good way to link these two email domains or something?Thanks..

tiujpatelObserver

Form submission guest user

Am I missing something or is there no way for guests users or non-users to submit forms? I would like to have the form available to be submitted without logging in to IIQ.

RWatsonObserver

asked in Assets

Unassigned Device Rule based on user

Curious if this is possible. We Automatic asset assignment in iiQ based on last device user in google.We have a test account that we log into the Chromebooks with. Is it possible to setup a rule that says if Device owner is TestAccount unassign from device? Thank youRon

TSell 327b176 capitalObserver

asked in Tickets

How can subtickets be automatically assigned a "Requested on behalf of..." attribute?

Hello all! I am a Systems Administrator for a K12 district and need some help troubleshooting a process. I will lay out the issue below:We need a process that looks like this”Student breaks their assigned device and brings it to our Librarian (this person is an IIQ Agent) Librarian creates a tech request ticket that is requested on behalf of the student to get the Chromebook repaired (example: broken screen needing replacement) The moment he/she creates that ticket on behalf of that student for that asset, a subticket should be generated from a template called “Repair Loaners” This subticket should be tied to its parent and share its “requested by” and “requested on behalf of” attributes WITH the parent ticket. That is to say, both the original repair ticket AND the loaner ticket should have the Librarian as the requestor and the student as the person that the ticket is being requested on behalf of The Librarian is the AGENT on the subticket as well as the requestor, while within the p

rbretthObserver

Create a Ticket using a a "User Rule" and Ticket Template

We are struggling with trying to find a way to create a ticket, using a ticket template, based on a user rule. We can get all actions to work except “Create Ticket”The use case is if we have a user go to “No Access” that still has a device assigned we would like to create a ticket.We would also like to use this to trigger a ticket when we update a user to indicate they are leaving the district and we need to collect assigned devices. The user rules have the option to create a ticket but we have not been able to get it to work.

BrandonGHAPSContributor

asked in Assets

Turn Off Inactive Models

Is there a way to turn off Inactive models in the drop down when creating an asset? For example, when I type “ipad” I don’t want to see everything inactive that has the word ipad in it, rather only the models that are active.

bbeaudetteParticipant

asked in Integrations

How does IIQ manage Google devices in the root OU?

I sync devices into IIQ with the Google Devices app. I have devices in the root OU in Google. The root OU is sometimes referenced by a “/” and sometimes by the domain name (rfschools.com, in my case).Location Mapping:If I wanted to map an IIQ Location to the root OU, how would I write that? / or domain? If I map to the root OU and I have devices not otherwise named in an existing location mapping, do they get inherited by the root OU mapping or would they get the Default Location setting?I’d test this buy I’d need to run full syncs and can only run 2 a day (it throws errors I assume are for too many API calls. I’m not sure).As far as filtering, the root OU is referenced as a “/” and it inherits everything. If I use it in a filter against assets, it does nothing (all assets are shown with/without it). That means nothing for location mapping, but I just wanted to call out the behavior, as I could at least test it.

ekangContributor

posted in Tickets

"criteria" for spare pool

How do you set a ticket to meet the “criteria” for an established spare pool , as mentioned in the guide titled “working with spare pool assets on tickets?” We want “issue a spare” feature to be available for tickets with issues like missing devices or daily loaner and cannot figure out how to meet the criteria for spare asset to show up!Thank you in advance!

ERookObserver

asked in Tickets

Just out of curiosity. What is the difference between these tickets?

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