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I would like to create a ticket shortcut that adds a comment to the ticket, adds a resolution action, and sets the status to “Resolved” so the ticket closes. However, the shortcut skips the set status part because “Ticket can't be closed before the ticket issue has been confirmed”.  I’m looking through the available actions and I don’t see a confirm issue action. Am I missing something here?   

Maybe I’m missing something here, but there does not seem to be an option to increase or decrease the number of results one gets when they input a first or last name. It’s capped at 20 which will cut off the results when you put in a common last name like Smith or Williams for instance. No issues finding them when using the full name, but when media specialists(librarians) are tasked with spare device handout the quicker the process the better as the steps are already too much in my opinion. Any ideas?

I have created a ticket template with multiple locations and have set up 4 scheduled times for ticket generation. When I hit save I get the following: Ticket priority is required in order to schedule tickets for automatic creation without user interaction. I then go into workflow details and add a ticket priority level but I still get the same message when i attempt to save. Any thoughts

I tried to find a topic on this.Is anything happening with friendly URLs.example: https://instance.incidentiq.com/agent/tickets/ticket#or https://instance.incidentiq.com/agent/assets/assettag#It would be very helpful.

Under “Users>Devices Recently Used by section”. Is there a way to sort by the date last used? and can a column for the tag number be added?Student who forgets or have their device out for service, are able to borrow a DEPOT device, but the devices listed under recently used to seem to be in any type of order. Just randomly listed. Sorting by date would give us the ability to see which devices were used last.And this section only shows the serial number of a device, and under the device section only shows the tag number, so to verify the device assigned to the student is the device the student is using, you need to dig into the device detail to see if the serial number matches up. Have both the tag and serial number listed on both would be helpful, or to just the have the same info show on both.   

Hi, is there a way to remove this question in the ticket section? “Does this ticket contain protected student information?”

Google SSO SyncIs there a certain time frame to wait after creating a google group for its use in IIQ? the group shows up in the group download file that you can get from the detailed logs and if I check the two users that are currently in said group, it shows an icon as if it realizes something is there, just not named.  If it matters, I created the group in admin console, not groups for business.  

Each day, our help desk creates hundreds of tickets on behalf of our users. “Hi, thanks for calling the help desk. Can I start by getting your name please?” When the user provides the agent their name, the agent has to first click the “Edit Requestor” button with each new ticket they create, and then search for the user. Is there any option to change the behavior so clicking “Edit Requestor” each time isn’t necessary? Is it possible the “Search users” option be available right from the get-go, so our agents don’t need to click “Edit Requestor” each time a user calls in? Trying to find the fastest way to get the ticket wizard up and on the screen and minimizing the number of clicks necessary to get there. Thanks.

I need to create a ticket that happened last week.  The ticket should have been made at the time of the incident but it was not.  It is important that the time line be accurate. Does anyone know if\how to create a ticket and set the date to be last week?

I just added a battery pack to Parts (great tool!).  However, I could not enter the PO as it defaulted to the first Part entered into inventory and would not let me type over the correct PO number.When I tried to edit after saving, I found there is no edit option.  How can I edit so the correct PO is listed?

my question is can the user dashboard be configured or customized by me.  this link shows what the teachers see when they want to submit ticket - https://hvrsd.incidentiq.com/login/v2I was hoping to change the name and maybe the welcome message thank you

I want to be able to create a resolution action, and when the action is selected parts are added automatically from the building location. This would be beneficial when creating, repairing, replacing devices.

This is our first summer rolling out ZTE (zero-touch enrollment) devices, which have significantly shortened the amount of time we spend on deploying the devices.When we receive the shipment, they are already listed in our Admin Console with a “pre-provisioned” status. I just noticed that this status is not an option to sync over under the General Settings of the Google Devices Sync.I'm assuming that if we sync over all deprovisioned devices, they will come over, but that may also bring over unwanted retired devices from our past. (This has not been tested)I believe that the pre-provisioned status should fall under the “Active” state in IIQ. I can see the potential for us to assign and physically hand over a device to a student in a pre-provisioned state because all they really need to do is connect it to the WIFI, and it will automatically enroll within seconds. Thoughts? 

I am trying to make a custom ticket based on an Issue Category. I have what I want for the most part but I need some clarification. I will attach a screenshot belowWithin the ticket can I remove the Is this ticket urgent, for a specific type.  Can we rename the Describe your issue, or would we need to make a new description box? Can I add boxes with an e-signature can be placed? Kinda of like a approval? Where I have the drop downs, is there a way to make them radio buttons instead of drop downs? wishful thought, Can I make a new selection called.. let’s say, equipment or software, then based on which is selected, have set of custom fields populate just for he specific selection of equipment? 

What ticket filter option can I utilize to filter my ticket view by the user that submitted a ticket instead of the on behalf user that I get when I attempt to utilize the requestor filter?

Is there a way to set up something when an asset is changed to a specific status the user assigned will get an automated fee/fine? In example if a student reported a device missing and we change the status to “stolen” it would give the student profile a fee on their profile for the device automatically.

Looking to see if anyone has created a dashboard/status board for tickets to be shown in the office.  We have a random TV that we are going to slap up to show network status, cameras, and other items.  An idea was tossed out to show a page showing ticket statuses and open tickets.  Just looking to see if anyone has done this yet and could be in the right direction on how to accomplish it. Thanks!

Why does my Audit Verification Status show "Not Currently Covered by an Asset audit policy”  I just imported projectors and they show on the audit sheet. The other devices show “Pending Not Yet Verified”

Does anyone know how we can get this data if possible? Is it possible to get a report by user of the devices they've had checked out? Maybe by school year. 

We are getting ready to add over 80 entries into a custom field(field type select) that we are currently using.  Is there a limit to the number of custom field entries you can have?

Hi, I brought this up before, and I apologize if I sound like broken record.I opened a ticket with iiQ yesterday about some bad teacher data syncing from Powerschool. I had created a case before about this issue, and I wanted to reference it in this new ticket. However, I for the life of me cannot find the old ticket. I know what keywords to search for, but there is no search capabilities currently I can use (or that I’m a ware of).  I ended up literally opening one ticket at a time and tediously sifting through endless threads. Needless to say, I gave up after the tenth ticket in sheer frustration.It doesn’t help either that the ticket subject titles are so generic and broad that they provide no meaningful insight into what the ticket is about. Previously, there was an option to add a "ticket description" column to this view, which greatly facilitated finding old tickets. However, this feature seems to have been removed by iiQ for reasons that elude me.I apologize for the rant, but I'

Hey all! We just implemented Surveys and we see the results by going to Surveys-->Results. When we go to Report by Agent, the overall satisfaction window shows no results for the agents. Granted, there are only 2 completed surveys, is there a reason we cannot see survey results for our agents when viewing agent reports? 

What is the current API rate limit?

Can someone share their rules for multiple approvals. For example, approved by principal, once approved by principal sent to curriculum director, once approved by curriculum it’s sent to IT.

According to the guide, we should see two options:Activate API Service Activate Local ServiceI don’t see either one after installing the application. I’ve tried different combinations of the two upper checkboxes to try getting it to show up (though, neither should matter). Am I just insane or is there a legitimate problem here?(I already know I’m insane, don’t answer that) 🤣