Ask the Community

I am trying to change it so users automatically select “Pending approval” and not “Approved”. Does anyone know how I could do this? It seems to be a field that is read only?  

We are new to Incident IQ.In our current system, Solarwinds Service Desk, we were able to create a Purchase Order (really a requisition) with a list of items, link to the item, part number, & cost, with a total cost at the bottom. This would then go through a workflow for approval, budget code assignment, and ordering. Then once received, we would mark the items received.We do not see this feature in IIQ.How do you handle ordering items that are not in your parts inventory? This is how our current system looks. 

With the new sidebar, my custom views for tickets no longer show accurate numbers alongside the name of the view. This incorrect count will follow over into another browser or device, and clearing cookies for the site does not have an impact on the number. I also noticed that the views are no longer in alphabetical order. They were seemingly random, so I am working on renaming them to include numbers to help organize. Here’s a photo to show which number I’m referencing:  

We currently allow student get a loaner if they forgot it at home or needs to be charged. A ticket doesn’t need to be created, just assigning the student a loaner from the pool.

I added a custom field for assets that has the MAC address. Is there no way to access this value when creating a rule that involves a webhook?

Hello there, is there a way to bulk import Models into IIQ? 

Is there a way to see if someone else is viewing a ticket the same time I am?It would be great if I could tell if someone else is in a ticket, so I can move on to another or collaborate.Is there a way to tell?  

Is there a way to see a “top ten” of who has submitted the most tickets. We are trying to identify the staff that need more support and the issues they are having to better train them.

Does anyone know if the batch unlinking process is not working properly? I have carts listed as assets in our system. I have linked all the chromebook assets to each cart they are assigned to. We are deploying new chromebooks so I want to unlink the old chromebook assets from the carts. When I select them all and choose Unlink from asset it only will only unlink 1 or 2 and not the whole list that I have selected. I have had to run the batch unlink process multiple times to get all assets unlinked from the cart. It was faster to choose each asset and click the unlink button next to it when all was said and done. 

Currently we have a few google forms that once an entry is made in the form, a script sends an email to helpdesk.  However the format of that email is difficult to read.  Do you have any recommendations on how this could be improved? Is there a configuration setting for emails coming in that could change?Thanks for your help

Hello Community, I am wondering if anyone here has come up with a solution for reserving meeting space or things such as a district vehicle.  I have started with custom fields and some embedded HTML to get required information in the ticket, but I feel that there is likely someone else that has already dealt with this type of request.  Any help would be greatly appreciated! 

We're looking at integrating our Blackbaud SIS data to IIQ using the CSV One Roster sync for the first time, primarily for linking students to parents for damage notifications/billing, etc.One big concern is the visibility of class data (teacher/section assignments) for parents and students. Over the summer, we hide that information from parents/students in our SIS. If we sync with IIQ, will that information be visible to parents/students? Both parents and students currently have logins and can submit tickets in IIQ.Is there a way to ensure rosters/teacher assignments are hidden from parents/students during the summer? Or, is there a way through the One Roster sync interface to ONLY sync parents/student user information during the summer? Could I just delete the class files from the ZIP, or would that generate an error?Thanks for any advice!

Hi. Sorry, I meant “Requested by” in the title.Has anyone found a way (I now there are some fancy coding people in here) in the rules engine to change the “Requested by” to the same person as the “Requested for”? Our teachers submit tickets on behalf of students, but then they are receiving all the emails from the tickets; messages, actions, fees, etc. Is there any fancy code I could put in the “Select or search for a user” that would do this? Thank you for any help. 

I've been reflecting on our maintenance and repair processes for our 1:1 Chromebooks, and I'm looking for ways to optimize our device management. Specifically, I'd like to create a view to track the top-repaired devices by model to identify those that require frequent maintenance and consider removing them from circulation.I've noticed that some devices have accumulated a substantial amount of repair costs, exceeding the original device cost. For instance, I've seen devices with $300 in repairs, yet the original device only cost $274. I'm concerned about the potential wasted resources and would like to explore strategies to better manage our device inventory.What approaches or tools do you use to track and manage your device maintenance and repair costs? Any insights or suggestions would be appreciated. 

Are there event details data points that can be included in the “Send email alert to user” as part of rules like there are for tickets?  I’m trying to setup a rule to email our security admin if there are going to be more than 200 attendees at an event.  However, to be useful, it has to include the event details such as event name, location, and date.

Batch Check in - is there a way to have it auto run instead of selecting enter

We have issues with duplicate tickets.  Most of our tickets come in through email so we may have 2 or 3 different users ask if we can provide a certain user with some equipment for instance.  Is there a way to search the tickets subject and comments for a name?  I know for instance I had the name of the person in the subject of my ticket I created for the issue and the best way I could find it is to search my email for the name of the person and then look at the IIQ ticket number.  This of course doesn’t help me with the other tickets in the system that were input for the same issue.

I’m a visual leaner and I love watching videos. I don’t mind the how-to guides but I like to watch what I’m learning in action. I don’t want to read every one’s comments if I don’t know what I’m supposed to do! Are there full videos of how to for Importing Parts and Inventory? I want to watch a video first to see how I can apply it to my job. Is there a web page with only videos? I went on YouTube but the videos are only a minute or two minutes long. I started the academy program for new employee but I don’t like the short videos and then read then a video and so forth. I’ve been working in my position for a month now and I have a lot to learn for IIQ. Also, If you make a a section for new employees basics. All the information provided is good but overwhelming! 

Create tickets is broken currently. Cannot create support tickets or mobile tickets either. Just sits on starting ticket.   

Are guests able to create their own organization?  Is it on the admins to create the hundreds of organizations and upload all of the insurance and contact info?

Where can you see subtasks on the iiQ app?  I am not sure if I am missing a setting or what, but tickets that I can see subtasks on the web I am not able to see them on the iiQ app.  It is VERY important for our agents to be able to see their subtasks for tickets as some tickets have 30-50 tasks to do for preventative maintenance.  Please helpThank youTeara 

I am adding Maps to IIQ.  They were all created as PDFs, so I am saving them as PNG files. I’m trying to see if there is a way to actually print the Map from the left Maps margin.  Is this something that is available to the end user?

I see the Timeline information on the device pages, which will tell me how often that device changed hands.What I am looking for is the same kind of information at the user level.  I want to be able to pull up StudentA and see his history of device assignments (check-ins, check-outs, exchanges, etc...)There may be an easy way to do this already, and I am just missing it.Your help is appreciated.

I have a question regarding notifications.  When an Agent gets assigned to a ticket, by default is that supposed to trigger an email notification to the ticket owner, or does the email only get sent when the ticket is started?

Are you able to add followers to a ticket while you are using the Mobile App? I have looked, but I can not see a way that is possible. Thank you.