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mcarriganParticipant

asked in Tickets

How to use a custom field end date to trigger a new ticket for contractor offboarding

I have a dilemma which may require the collective brainpower of this community to figure out how to solve it. Currently, when a new contractor is being brought into a school, the office manager creates a contractor onboarding ticket, The parent ticket has required fields like name, role, start date, end date - those fields are mapped to sub-tickets. The parent ticket is assigned to the building tech to deploy devices and the sub-tickets are for tasks like assigning badge access and adding the contractor to Campus (which triggers an automated account provisioning process). This all works beautifully. Here’s my dilemma. Once the building tech resolves the parent ticket, we don’t have a mechanism for knowing when the end date is approaching so we can arrange to get the devices back. I suppose the building tech could put the ticket on hold and add the end date to the ticket subject and then watch their queue for when that date is near. That ticket could be in their queue for the enti

DMilovski 267b41e rochester

Add a custom user field and map it to SIS data sync

I’ve added a custom user field and set it for the student role. I would now like to map that field to data from our SIS data sync. Is this possible?I see my new custom field in User > Edit User. However, I do not see it show up under the mappings in my SIS app.Thanks.

GMiles 240ccd7 effinghamObserver

asked in Tickets

Jumping into an email conversation

I’m new to IncidentIQ so forgive me for asking simple questions… I’m an admin that wants to “jump” into an email conversation between the agent and the user concerning a ticket… a simple “has this been resolved”? and I want to make sure it’s in the email chain on the ticket itself… is there an easy way to do that …? I’m not the agent or the requestor and I can’ figure out how to butt myself into the conversation

Instructor_Ivan_QuigleyiiQ Know it All

asked in Tickets

Tickets on Multiple Assets Simultaneously

Hey guys! What’s the best way to submit tickets on multiple assets simultaneously?Ex. multiple Chromebooks have damaged keyboards.

Zane GrovenContributor

Survey every user after their first ticket and/or every 6 months regardless of the number of tickets sent/active

I know it's a long title, but it gets it all out there. We want to set up 2 or 3 surveys for our district.A random survey that goes out after every 10 tickets in the district (already done) A survey that goes out after a new user submits their first ticket. A survey that goes out every 6 months (the beginning and end of the school year) to every user, preferably every user that has submitted a ticket in the last 6 months.I don’t see many options for combining the filters and whatnot in a way that I can do this, but that might also be because I’m not looking in the right places. If anyone out there has done this or is interested in getting this done let me know!

CGravitt 380201d ecasdObserver

asked in Tickets

"Or" condition in View Designer

We are looking to have the functionality to show tickets that have all completed subtickets or don’t have subtickets at all. Is there a way to change what operator a filter is using in the View Designer?

HMcCollum 7477687 eiaseObserver

asked in Tickets

I am still kind of new to all of this, and had a few questions with rules.So can we force a rule to run after a ticket has already been made? a. We have a ticket where the rule didn’t populate the subtickets, even though it is set up like every other rule we have that is working just fine at populating these. I don’t know if it just glitched and is not populating, but it would be awesome if I could force the rule to run, just to see if it would work after the ticket has been made. Is there a way to have subtasks populate on a subticket that goes from one platform to another? a. We have an onboarding ticket that goes from HR to Ticketing, and the subtasks that we have in the rule do not translate over into the Ticketing side. I have added them, and they still don’t show up. I didn’t know if this just isn’t actually possible, or if I am just doing it wrong. Thank you all!

DGarceau 84010a8 mvsdObserver

asked in Tickets

Customize the Ticket Submission Process

Is it possible to setup IncidentIQ to bypass the out of box formula where end users need to select a ticket type and then a specific issue and then fill in required information. I would like to have two ticket types (one for Technology and one for Facilities) and then take them right to a form where they can fill in the subject and then the details of their issue.

Chad LemonObserver

asked in Tickets

Pre-define tasks when user is created

I would like to create a set of tasks to be completed when a new student user is created in incidentIQ. For each new user, the workflow needs to:Assign ticket to team A, who will Assign a device, then Assign ticket to team B, who will Confirm user account has been added to proper groups Confirm correct email data in SIS and FinalForms (data entry) Verify the student has been assigned a schedule so account syncing begins successfully Resolve ticketI have a rule that is triggered when a new user is added and attached a ticket template. I added those steps as “resolution actions” in a ticket template, but that appears to represent things that are already complete, rather than steps to be done. What is the best approach for this task?

TCummings 9174959 juhsdContributor

asked in Tickets

Changing Ticket number starting number

Is there a way to change the ticket starting number sequence. We are up to 42000 in our old system and the new implementation of iiq is starting from 1000, it would make looking back in email and history easier if we could not repeat the number, perhaps start at 50000 or something like that.

MHAYES 473ca39 aubreyisdObserver

asked in Integrations

How do I change what time the Google SSO sync runs?

The sync runs at 9 something in the mornings. How do I change it to run during the night?

MSpero 307447f bscsdObserver

Add photos to invoices

Just wondering if there is a way to add photos to an invoice? I see an option to add files however nothing shows up when I generate the invoice. Thanks!

rsaeksObserver

asked in Tickets

Is there a way to disable the verification code for guests?

We are using the Remote Support Ticketing landing page as a more simplified view for our users to report issues. In the past, when using the “Guest” portion of this page a verification code was not required. However, now that is a required step for users, even if they have a matching account in IIQ via a directory sync.This causes a few issues for us:Not all students have an active E-Mail account, therefore, not all students are able to submit a request. In the past this was not required. That means now staff and students with e-mail addresses will have to enter in a verification code to submit a ticket, adding extra steps. If the user is trying to report an issue with accessing E-Mail, they would also be unable to provide this code. Even if a user has an account in IIQ, they are treated as a Guest when using Remote Support Ticketing. If this can’t be disabled we would need to update our training / steps for all staff and students to either provide information about providing the code

BDillingham 803fb64 mabankisdObserver

posted in Integrations

Stream Deck plugin for custom dashboards

has anyone though about using the API to develop a Stream Deck plugin for a “ticket ticker” of sorts? I’ve got a StreamDeck-XL that i use for tons of things at home and i just recently bought the smaller one for my PC at the office and had a hairbrained idea of having a ticket dashboard profile that would show the number of tickets for each of our locations on the various buttons. i’m curious to see if anyone else has a similar idea

Robert CebulaObserver

asked in Tickets

Software / Online Systems customization

Hello,Is there a way to add an Issue Category to the Software / Online Systems Ticket type and have it appear at the top of the page above where it says ‘Which software or online system is this related to? I was unable to find a guide for this Ticket Type so can you please share if you are aware of one? Additionally the search box isn’t working. Anything that I type in the box comes up with ‘No results found’.

DPauliObserver

asked in Tickets

How do you take an agent out of rotation who is sick?

When an agent is out unexpectedly how do you take them out of a rotation so they do not get automatically assigned tickets?

RWatsonObserver

asked in Assets

Assign owner to asset based on users assigned room

We have assigned rooms for our users such as staff. We also have rooms for our assets such as a LCD panel.How can I automatically assign the owner of the asset based on who is assigned to the room from the user. User details: Assigned room Device details: Room and owner ThanksRon

zigeParticipant

asked in Tickets

Is it possible (through a rule or otherwise) to escalate a ticket to another user or team if an SLA has been breached?

Hi friends,Our district is defining service level agreements (SLAs) as they pertain to cybersecurity incidents.This is an important topic for us—and many other schools—as we build out a more robust cybersecurity response plan.We are looking for a means by which, if an SLA in iiQ is breached, affected ticket(s) will be auto-escalated to another user or team.For example:End-user submits iiQ ticket about potential malware on their device. SLA defines any cybersecurity threat as requiring an agent response within 48 hours. If agent does not respond to ticket within 48 hours, then SLA has been breached: Automatically escalate ticket to security team (admin) for review. Is there anything in iiQ’s rules engine that can help us achieve this? I see a condition called “SLA Response Time”, though I’m not sure what other information I would plug in here to achieve the desired results:Maybe something with this SLA condition in the rules engine?Any assistance would be so appreciated! 😊

EPonce 740336f santapaulausdObserver

asked in Assets

Batch location move for devices

Got a quick question, we are doing a huge inventory data move and have checked in the devices to one site location. However, we want to move all scanned devices into our tech storage pool. The manual way would be to scan the device into the pool by the add asset function. That is great for small batches but we are looking at around 3k devices still left. Is there a way to use a csv template for a big device move?

SOrr 423e3bb ithelpObserver

asked in Tickets

Agent receiving emails in regards to every ticket

I have an agent who is receiving email notifications about every ticket submitted, including the ones that are not for his department. Can you help me resolve this issue?

davecartyParticipant

asked in Tickets

Issue Creating Rule Using Custom Field Date

Users can submit a ticket notifying us that they will be traveling aboard and would like their accounts to work outside the US. When submitting their ticket, they fill out “Leave” and a “Return” custom fields. These custom fields have the Field type: Date.I’m writing a Scheduled rule that checks the “Issue type” and “Date Returning” fields. If the return date was last week, an email should be send an email to the assigned Agent letting them know to remove the user from the group allowing outside the US access.However, the scheduled rule appears to ignore the “Date Returning” value. It says the rule will match with 58 tickets which is the total number of tickets with this Issue Type, not the number with the Return Date.Any thoughts on why this doesn’t work?

Andrea NixonObserver

asked in Assets

Batch Check In and Out - Permissions

Do users still have to have the agent role to use the basic check-in and out feature or is there an update?

LREAGOR 54388e3 svilleObserver

asked in Assets

Bulk change Asset Type

Is there a way to bulk change Asset Type and have them update in the asset’s details? We can currently change an asset model’s Asset Type, but when we go to an asset of that model, it will continue to show the original Asset Type until you edit and save that specific asset... then it will show the new Asset Type.We’ve tried mass ‘set info’ to force an asset update, but the details still show the old Asset Type afterwards.It looks like our options are to edit/save each asset individually, or delete each asset and reimport them in.Is this a bug that can be fixed, or something that can be added?

RKleiner 55792fa rocklinusdObserver

asked in Assets

Moving Linked Assets

I have a Chromecart with about 34 (linked) chromebooks. How can I move (edit location) of that CB cart to another location (room) and have all the linked assets move with it? I can move the cart, but the linked assets (cb’s) don't move with it….?! Thanks

BHutson 8638a49 stmaryk12Observer

asked in Tickets

Automatically assign certain types of tickets

How do you assign a certain type of ticket to automatically be assigned to a particular agent? Example: JCAMPU or ALIO tickets to auto assigned to one particular agent.

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