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CGrice 270bd53 wsd3Observer

asked in Integrations

Intune Owner not syncing

I am working on migrating iPads from Jamf to Intune. Not what most would recommend but this will do the job and save us some $$$. I have device sync working fine and IIQ is pulling all the owner/user fields just fine. The issue is that this is not updating the IIQ Owner field despite having selected “Automatically update owner in iiQ based on Registered Owner's Email Address in Microsoft Intune” and ensuring this data is pulled and the email is the same as my IIQ email.Can anyone please provide some insight on what seems like should be a simple task?

mikegambleObserver

Incident IQ Catalog export

Is there a way to export this to a .csv file?

RWilkerson 907f98a butlertechObserver

asked in Assets

Model Categories showing even when not available in the product

As we have been working through importing our assets, when we get to choosing the model category, we are noticing that categories are showing up even though they are not available. We are not using a bunch of the categories and they are not turned on for either ticketing or facilities, yet it is still showing up as an option on the imports. Has anyone found a way to hide these so end users cannot choose them? An example is the Appliances from the IIQ catalog, there is a red x for both ticketing and facilities, yet when they do an import, they show as an option when doing a mapping. This is causing things to be put in the wrong category.

NEngland 743eb7a jeffersonriseObserver

Academy training seems broken

I clicked “view course” underneath “get admin certified” and on the next page I click “start course” (no other options exist) and it brings me straight to the quiz. The course does not show up anywhere. I was thinking maybe it’s found somewhere else, but if that’s the case why would there be a link to click that says “start course” if it wasn’t suppose to actually start the course? It doesn’t say “start quiz”.I decided to take the test without studying so I can get a more detailed idea of what I actually need to go over. It’s a busy day, lots going on and first question submitted by mistake. I thought to myself ok, no problem, I’ll just start over real quick, but this not possible. Is there really no ability to simply start over? Had a couple more I realized were wrong after submitting, but that’s my fault as we were warned. Ended up with a 74%, reviewed the questions I got wrong and went to take the test again, but it just brings me back to the same page with no option to start over.

JRood 877c5a lvpioneersContributor

Google Admin Annotated Fields

I am trying to set up IIQ to write to Google Admin the Asset, User, and Location field. I went into Google Devices app and in general settings I see the mapping options. This is what I set everything to, but it doesn’t seem to be filling the asset information to google admin. I ran a full sync after setting it up, but I still haven’t seen any changes. Did I set this up correct? Do I just need to be a little more patient for google admin to update?

jgilbrechObserver

asked in Integrations

Anyone integrate with Veracross SIS?

Has anyone set up an integration with Veracross SIS? In Veracross it looks like there is an API integration but the Veracross app in IncidentIQ makes it sound like its a CSV upload. Does anyone have any clarity on this?

APeruzzi 680d6ac bscsdObserver

asked in Tickets

Approval Process

Is there a way to automatically resend the email to the admin for Approval?My initial thought was after 7 days, after 3 days, than daily, but I do not see anything that would trigger after the initial email.

Steve RinehartObserver

Google Devices app -- Custom map by OU: Formatting

Hello all, I need to assign iiQ Locations to our Chromebooks based on our Google Admin OUs for the devices in the Google Devices app under the Location Mappings tab. I’m having a bit of a problem: Is there a way to select a parent OU and have all of the child OUs under it automatically adopt the location of the parent? Do I need to enter the domain as the root of the path or is a / enough at the start of the OU? Do I need to adopt any special formatting for the path entry in Google Devices when the OU in Google Admin has a space in the name? Is the formatting literally <root>/Parent OU/Child OU/Child OU/Child OU/ ? We have a fairly standard OU tree.I would love to just be able to enter .../Chrome Devices/AD/ for all devices in child OUs for our District Office. /Chrome Devices/BE/ for all devices in child OUs for Berney Elementary. /Chrome Devices/CCF/ for all devices in child OUs for Center for Children & Families. /Chrome Devices/ED/ for all devices in child OUs for Edison

BHenkerObserver

asked in Tickets

Mass edit asset manager to ticket

I have 15 Chromebook that I have been working on to replace screens. We have “resolved the tickets” by saying that we are waiting for parts but now that parts are here, and installed I'd like to go to the old ticket and say that they are installed instead of going to each individual ticket and do it that way are start a new ticket. Any suggestions on this?

MSpero 307447f bscsdObserver

asked in Tickets

Issues report

Good afternoon, We would like to review all of our categories/issues to make things more streamlined. Is there a way to export or run a report of all the categories and issues we could print out or make into an excel spreadsheet? Thanks!

PThornhill 297ebe1 denisonisdObserver

asked in Assets

Duplicate Asset Report.

Identifying duplicate assets.

zigeParticipant

Confused: Where do some of these model categories go? What ticket types are they associated with?

I’m going through and creating my own model categories for custom issues.As I’ve learned, in order for the model category to appear in the new ticket wizard (a.k.a. the ticket types/“big buttons” screen), it has to be associated with a global parent category created by Incident IQ (like “computers,” etc.).But here’s the thing: there are some global categories — created by Incident IQ — that don’t appear to populate in the new ticket wizard.Unless I’m wrong (I usually am), these don’t seem to do, well, anything. Like here’s one: “Onboarding” is a global model category created by Incident IQ. But you can’t do anything with it. Am I just not seeing where “Onboarding” fits under the ticket types (“the big buttons”)?I mean, I’d like to use Onboarding as a category, but which of these would the models/issues fall under? Where would models/issues assigned to Onboarding go? Soooooo I tried to assign models to it, and then I get this error:“Onboarding is a child category.” It’s a child category

JSuarez_iiQEmployee

posted in Assets

When does your school district conduct inventory audits?

Before summer begins. When the school year begins. Before Winter Break.There's no one-size-fits-all answer to this question. We'd love to hear the reasons why your team chooses to conduct inventory audits during a specific time of the year.Sound off in the comments!

DGates 590ba58 csdObserver

asked in Assets

Keeping track of asset moves (New to IIQ)

Good morning, I am a new System Administrator to a district that uses IncidentIQ. I have been tasked with finding a way to automate our asset location changes. Our current system involves the following:Tech moves a device from Site A to Site B Tech fills out a Google form that documents the move from A to B Finance gets the form and then makes the change on their endWe would like to eliminate the middle step of the Techs having to fill out a Google Form. If possible, we would like to implement some way in tickets of forcing a Tech to answer a question if a device was moved or not. If the device was moved, it is to be documented some way in IncidentIQ. I would then like to schedule a report to be ran at the beginning of the month that would send a list of all assets that moved locations that month to the Finance person’s email.Is this possible in some way? Thanks for your time.

RandyObserver

asked in Assets

Viewing assets by rooms

Is there a method available to visually assess which assets are allocated to specific rooms?

jmerwinObserver

Faculty Vs Staff

What’s the difference?

jmerwinObserver

asked in Tickets

Quick Ticket - Custom Form

Can you create a quick ticket to a custom form? For example, a quick ticket for our custom “EdTech Resource Request”

JRincon 16055a7 cvisdObserver

Password Assistant Policies

I currently have two policies setup, one for AD and one for Google. When I go to reset a password for a user is it possible to select which account password I want to reset? Right now it looks like with both policies in place it only resets the Google password. I have also combined these policies into one and it will reset both Google and AD to the same password, but we would like to be able to reset these passwords separately at this time.

bclarkParticipant

asked in Tickets

Can we edit the Popular Categories?

Is it possible to edit the Popular Categories section when doing a new Device ticket?? For example, if we could add Tablets and remove Laser Printers that would be pretty useful.

published in Assets

FAQ - Can you control what Popular Device Categories users see in Ticketing?

Yes! You can allow users to find and select common model categories based on their role during the ticket submission. From the Model Categories tab, select the categories and then Set Priority. From here you are able to set the visibility based on roles. For more information, please see our Knowledge Base Guide:

AHollon 7301637 asdk12Observer

asked in Assets

Bluetooth scanners and Rapid Scan

Hello, We have scanners capable of bluetooth, when connected with default settings they only scan partial numbers, if we slow down the transfer rate of the bluetooth signal, it will read the full barcode, however this does not trigger Rapid Scan.Is there a way to manually trigger Rapid Scan? We looked into the Scanner setting in IIQ, however do not understand what those settings are actually adjusting.

Doug-hallObserver

asked in Tickets

New Ticket

When the “New Ticket” is selected you are prompted with “What is this ticket about?” and you can choose from 5 options. Is there a way to add Chromebooks to that list? 90% of our request from teachers are about Chromebooks and they always seem to choose the wrong subject.

DHenryObserver

asked in Tickets

View Current Issue Type After Customizing Subject

Is there a way to see what issue is assigned to a ticket after customizing the subject?I know that the subject defaults to the current issue, but we try to customize our subjects for tickets relating to projects, shipments, etc (mainly our more vague issues). Is there a way/place to show the current issue besides the subject line? I know you can hit that pencil icon and look for the old subject in the timeline, but I was hoping for something a bit more user friendly for our agents!This has mainly come up in the context of agents confirming the issue of the ticket they’ve been assigned. “How do they know if the issue is correct if they can’t see it anywhere?”

JSanders 397a803 rbbschoolsObserver

asked in Assets

Deprovisioned devices unlinking from ticket

When I send a Chromebook to Dell for repair, they automatically deprovision the device, causing the asset/device to unlink from the iiQ ticket after syncing with our Google Admin Console. Is there a way to prevent assets from unlinking to tickets during repair, regardless of their status in Google Admin?

aboydObserver

asked in Tickets

Forwarding Emails to an Open Ticket

We have an Agent who would like to forward an email to an open ticket so that she has visibility on that email from within the ticket. She would like that email to be a part of a pre-existing ticket and not to create a new ticket. Is this a feature in IIQ that is supported? If not, Has anyone found any valid workarounds to accommodate this?Thank you!

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