Ask the Community

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.

We are hoping to streamline things for our teachers when making new tickets by having all the equipment in their room show up in the My Favorites / Assets: section when creating a new ticket. Before we got too crazy I wanted to test this with myself and someone can let me know if I’m doing something wrong. I created the Model of projector we use and chose the asset type as facilities so it would not ask for an owner, just a location. I created a new asset and selected the model I just made, and chose GHS Room 101 as the location for the device. I assigned my room as GHS Room 101. I created a new ticket and the only thing that shows up under My Assets is my Surface. I created a new asset for GIS Room 102 and assigned it to that room, I then had the teacher in that classroom create a new ticket, and still nothing shows up under the My Assets section.Am I missing something? Or is what we want not possible?

Is there a way to change an asset’s storage location without having to go to the asset and editing it?I have multiple devices whose storage locations need to be changed.

Our Apple devices are managed in Mosyle and the assigned user name was being fed to the Owner field in Incident IQ until just recently. I notice that on June 10, 282 devices were updated which I believe was the removal of the assigned owner in the owner field. Any updates or suggestions on how to fix or address this? At this point in iiQ I can’t tell who is using which device. I have a help desk ticket submitted but have not heard anything since I submitted it yesterday. Thank you for any input, 

IMO, there are a number of premium apps that should not be paid and should be part of the general system. Policy Manager Support SchedulerEnhanced Approval Workflows These are things that are handled internally to iiQ and entirely by iiQ. I see no reason that this should be an additional charge and just seems like nickel and diming to me.  Now there are some that make sense for additional charges as it involves 3rd party things like password assistant, payment processing and lockncharge. I just don’t see why something that directly ties into existing systems that’s entirely handled by the same company should be additional charges. 

Is there a way to make description available under the open tickets section there?  i really don’t want a bunch of customer views for that, just want to change it for everyone in the departments.   

Is there a way to give permissions to manage issues in Facilities without making the person admin role? For example, we gave rights to manage custom fields. I can’t find any permissions specifically related to issues. Thanks!

When we export to PDF we need the ticket number to be on the PDF is there a way to make that happen?

Is there a method or permission I need to create an issue type when I’m being asked to “Confirm Issue”?It seems that there is never an appropriate issue new issues are constantly being found.Why not allow Managers/Admins (or a permission that can be applied to approved tech staff) create issue types while Confirming

Is there anyway to customize the PDF generated through Fee Tracker? We would want to remove the school ID (student id) and maybe the email address. 

I want to map the serial number in IIQ to the serial number in google but all i see is in the picture below. There doesn’t seem to be a drop for serial number for the google device drop down. Its like the serial number section for the google devices has been skipped. Is this an error on our end or ? 

We have kb articles that were created and owned by an employee who no longer works with us. I am an admin and I cant edit or delete them. Is there a workaround for this?

The Add Followers function/dropdown is slow to load. 😕Anybody else have this issue? 

We have email to ticket configured in IIQ, where if an email comes into a specific email address setup in IIQ, it’s auto assigned to a specific team.Is there a way to filter or report on which tickets were created from that email address?(One step I realized that I need to put into place in our rules, is to set an issue for these specific emails, but for the tickets that are already in queue, I’d like to find out which ones were created through that email address.)Thank you in advance!

Looks like my Permissions switched over to the new look over night. With this, the calls started flooding in with some agents not being able to log in, some not able to put work orders in for certain buildings, etc….After looking it over, it looks like when my custom rules were migrated over to this new Permissions Sysem, it kinda botched the settings and handled some arguements incorrectly.Reached out to my Customer Success Manager but curious if anyone else had issues with the roll over from the old Permissions System to the New. Thanks yall.

There was once a lost iPad and the assigned user was billed for a lost iPad. The user paid the fee and a few weeks later the iPad was discovered. Is there a way to initiate a refund in the amount which was paid and then archive.