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2035 Topics
bclark
Mentor
bclarkMentor
asked in Tickets
Out of Office Period not working as expected (Operator error?)

We are trying to use the Out Of Office Periods more. It looks like you can create them two ways, either through your profile or through the calendar and selecting out of office as the type. When created on the calendar they still show in the Out of Office Periods section under your profile.Is the "Covering Agent" a required field? It doesn't flag it as required when making one without. In our case we have all tickets get assigned first to our help desk team via round robin and had thought it would just go to the next person. Our testing seemed to confirm as much but now that our agents are using it we are seeing some where tickets still go to a person who is within their out of office period.

692
Kathryn Carter
J
JDamhoff 55086ea d142Observer
asked in Apps
13 pro max app

I have an agent user that is having issues with the App. Phone: 13 pro maxI can install his app and login. The next time he uses the app he can only see this blue screen:  

331
Kathryn Carter
D
Derek I SmithObserver
asked in Apps
Checking Estimated Number of Attendees when reserving a room/space

In my experiments with setting up iIQ Events, the person submitting a Event ticket can eventually reserve a room/space with a larger Number of Attendees that the room’s/space’s has defined. Is there a way to disallow the submitter from selecting a room/space (by making such spaces invisible for selection) or by flashing a warning about the discrepancy between needs and capacity? One of the many reasons we want to use iIQ events is to minimize the back and forth with Events personnel and present the Submitter with unambiguous information to make the process smoother.

495
Kathryn Carter
A
ASeals 7173fb7 sheldonisdObserver
posted in Tickets
Add a new 'Create Ticket' > Safety & Security

I explored the Admin area of InidentIQ to find out how to create a new button called "Safety & Security" in the Create a new ticket section. We have a district team that is part of the standard ticking group, and I would like to include this category while keeping the existing ones intact. Therefore, I kindly request to add this category.

1126
A
L
LSmith 3476410 mymecObserver
asked in Assets
Audit Question

We are new users of IIQ.  We started an audit last year and I wanted to print a report for all the assets that are still pending verification.  The audit actually ended and reset before I realized.  Is there a way to look at the assets that were still pending verification from the old audit?  Thanks! 

631
Kathryn Carter
J
JJimenez 6639cbf ssccardsObserver
asked in Assets
How to track usage history of spare devices and identify users with excessive checkouts?

I have a group of students who frequently borrow help desk/spare equipment, and I'm looking for a way to track the usage history of these devices. Specifically, I'd like to know Total checkouts for each spare device: How many times has each spare device been checked out? Checkouts by user: For each spare device, can I identify the users who have checked it out? User checkout history: Can I determine how many spare devices each user has checked out within a specified timeframe? I'm hoping to use this information to identify students who may be hoarding spare devices or using them excessively. Any suggestions on how to achieve this using would be greatly appreciated.

2856
Kathryn Carter
R
Robert403Observer
asked in Other
Test mode

Is there a test or development mode in IIQ? We’d like to explore some category and issue changes without them being publicly available.Thanks!

652
Hannah Bailey
M
MBesnierObserver
asked in Users
Entering a Fee on a User Account

Hello,We are trying to add a fee to an individual student’s user account and it will not allow us. It keeps throwing the error message  Any suggestions? 

413
Kathryn Carter
Dakota SDOW
Contributor
Dakota SDOWContributor
asked in Other
Forcasting abilities of IIQ (Budgets/Reporting)

Hi all,We were looking into whether or not IncidentIQ had the capabilities of forecasting future tickets / scheduled preventative maintenance to generate a report of what parts would be needed/a budget report for the upcoming maintenance. Would this currently be possible? Example scenario:We have a UPS in our main data closet that we just replaced batteries for it. We are able to currently set up a scheduled preventative maintenance ticket to auto generate in x-years. It would be nice to have the ability to see what parts are required for this upcoming PM, so that a report could be ran to account for the budget that year. If for instance, we need 24 batteries on hand when that ticket comes up, being able to generate the report to see this upcoming ticket will use 24 batteries (or other parts), for a total cost of $xxxx. 

402
Dakota SDOW
Contributor
MLocke 773d4ae eacs
Contributor
MLocke 773d4ae eacsContributor
asked in Tickets
Submitted By Receiving Emails

It’s common for us in the tech department to submit tickets on behalf of users. I am noticing that we are receiving email notifications for tickets, even when we are no longer a follower on the ticket. Is this normal? Thanks!

583
MLocke 773d4ae eacs
Contributor
NPerez 443d72f santapaulausd
NPerez 443d72f santapaulausdObserver
asked in Other
settings for sorting

I have created a view that is on my dashboard. When I refer to it the list is sorted by first name then last name by default. I dislike having to change the sorting to last name then first name. It’s petty but its time consuming for me. Does anyone know if I can change the default of this? 

777
Kathryn Carter
A
abennettObserver
asked in Assets
Prevent Duplicate Serial Numbers

Is there anyway to prevent serial numbers from being duplicated? I feel like this shouldn’t be allowed by default but I’m not sure if I am missing a setting to prevent this. 

1133
Kathryn Carter
S
SMurphy 630ba8f apsbObserver
asked in Tickets
Limiting who can assign tickets to a certain agent.

We have a contractor who receives tickets for a very specific job. We are trying to create a rule that would limit who can assign tickets to that agent (the contractor) to a certain team or a small group of people (the members of that team). So far we have been able to create a rule that forces that team to also be assigned to tickets assigned that contractor, but is there is concern about work being performed without proper approval.

913
Kathryn Carter
ADeLacy
Participant
ADeLacyParticipant
asked in Tickets
Email To ticket, can we take the Subject and copy it INTO the ticket ?

One of the issues we are having right now is on a ticket creation from Email once we assign the correct issue we loose the original subject (( some times this has key info )) Is there a way to take the subject “layer 1” and copy it into “layer 2” automatically on ticket creation from email ? or is this just a manual process we have to continue to do ?  

721
Kathryn Carter
J
JTichavsky 433b89d creightonObserver
asked in Tickets
Parts UI looks different

Hiya folks! I have a user that the parts section of the UI looks off. Is there a fix?  

341
Kathryn Carter
M
MSurovik 2603033 tcisdObserver
asked in Tickets
Rule application

Hey guys,If I create a rule in IQ for tickets, will it run for all existing tickets as well? I want to add a “stale ticket” rule where the priority will increase based on how long the ticket has been stale. I would like the rule to start as it’s created, not for previously stale tickets.

852
Kathryn Carter
R
Contributor
RWatsonContributor
asked in Assets
Spare Pool question

We create a custom for our spare pool devices that label the spare like Loaner #1, Loaner #2, etc.. Is there a way to show that custom field while issuing the spare.   For now I created a view with the loaner # but have to switch screens to get it.  

893
Kathryn Carter
R
RWinchester 977ad07 bcscObserver
asked in Tickets
Email to Ticket Location

is there a way to set up email to tickets to have a specific spot you can put the building name to assign it to that location instead of by the users default location?

1219
Kathryn Carter
B
BLevien 3901dca seaburyhallObserver
asked in Tickets
Slack Webhook Formatting

I am able to generate some nice webhooks thanks to this post by @MattHenry. HOWEVER, my posts in slack are showing up as URL encoded. Here’s my Body:{ "blocks": [ { "type": "header", "text": { "type": "plain_text", "text": "{Ticket.TicketNumber} - {Ticket.TicketSubject} ({Ticket.TicketPriority})", "emoji": true } }, { "type": "divider" }, { "type": "context", "elements": [ { "type": "image", "image_url": "https://pbs.twimg.com/profile_images/625633822235693056/lNGUneLX_400x400.jpg", "alt_text": "cute cat" }, { "type": "plain_text", "text": "{Ticket.TicketStatusName}. Response Time: {ServiceLevelAgreementResponseTime} | Resolution Time: {ServiceLevelAgreementResolutionTime}" } ] }, { "type": "section", "text": { "type": "plain_text", "text": "{Ticket.IssueDescription}" }, "accessory": { "type": "button", "text": { "type": "plain_text", "text": "View Ticket", "emoji": true }, "value": "ope

2439
Kathryn Carter
Z
ZTodd 240dbfa ccsre1Observer
asked in Tickets
Adding Parts within Tickets

Adding parts to tickets so that we can keep track within our inventory was easy enough until today when everything changed. Now we can’t insert parts because this new way of adding a Part Record won’t point back to our inventory. Is this an issue? Or a change that hasn’t been completely implemented yet?

3619
Kathryn Carter
davecarty
Participant
davecartyParticipant
asked in Tickets
Sub Tasks for Sub Tickets Bug?

When trying to create a sub task within a sub ticket, it will not save. Is this a bug?See screen recording

697
Kathryn Carter
B
Contributor
BHenkerContributor
asked in Tickets
Keep Tickets but Hide Them

This may be a odd and imposible request but I was wondering if there was a way to have tickets still be open but not on the available to work tab.  My thinking is that we have about 30ish broken screen tickets that say open till we get parts for them.  We wait to buy bulk parts so that we can get them cheaper.  That being said, they usually complete the ticket so that it doesnt clog up the open ticket files.  I like to keep them open since they are not fixed and will give a complete number of devices that are waiting for parts.  I have thought of putting them into locations but then it would put all of them in the “waiting for parts” location while also keep thing the “open tickets” open.   Please let me know if you have any suggestions or if any of that doesnt make sense and I can try and better clarify what I am looking for. 

924
Kathryn Carter
R
RWinchester 977ad07 bcscObserver
asked in Tickets
Adding parent Ticket info to Sub Ticket

Can i make a sub ticket have the parent tickets description put into the sub ticket details automatically. So if Parent ticket was “Billy is a new hire at main street building.” can we make it to where the sub ticket says “please assign memberships to Billy.” “Billy is a new hire at main street building”?? 

511
Kathryn Carter
M
MSpero 307447f bscsdObserver
asked in Other
Anyone else having issues?

Just wondering….this morning I update tickets and they are still unchanged on the main page. Also the dashboard shows “3” unassigned tickets but when i click on it there is only 2...1 of which has been assigned for hours?

993
M
jax
Contributor
jaxContributor
asked in Tickets
Quick Tickets and Location

I’m thinking I’m just missing something...I can’t find a way for the user to select a different location for their Quick Tickets other than the site they are assigned to. This was a perfect way for us to limit the use of a specific ticket type to a certain user, but he’s not able to change the location of the ticket to other sites.  Also couldn’t find a way to change the location automatically by creating a custom field.  Just trying to figure out a way.

1913
jax
Contributor

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Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

Corporate Headquarters:
750 Glenwood Ave SE, Suite 320
Atlanta, GA 30316