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1915 Topics
M
MKamp 1176ba5 aledoObserver
asked in Other
Forms via API call, CSV import and Enhancements

Good Afternoon,  I have three questions, can you provide a link or documentation on how to pull form data via an API call? Is there a way outside of the API call, to pull the form data into a spreadsheet, not Adobe? We are starting to utilize forms probably in a way that is more complex than what incident IQ intended for their forms, but how do you put an (if.. then..) based upon a value in a field? For example, if the form field called canvas is Yes, create a ticket, otherwise; a ticket would not be created.

1364
Kathryn Carter
K
KRitchie 400b82b sad15Observer
asked in Apps
Spare Pool Dashboard

Hello! I am working on getting the spare pools set up and running for the district, so far everything has been working fine, but when I go to the dashboard it tells me that all of my spares are checked out and were at 100% utilization. When I go into a ticket though, I am able to assign any spare that I have in my spare pool, so they’re not checked out. Is the dashboard not accurate with what it shows? 

533
Kathryn Carter
A
ARyan 367efb1 wscloudObserver
asked in Other
Ticket Templates Folders

Is there a way to create folders under ticket templates?

1232
P
Participant
C
CWollert 263c04e gtcObserver
asked in Assets
Questions on Manual Verification Process

I’ve only ever used Incident IQ’s manual verification process on a very small scale before, but I am now looking to verify an entire storage room at once. What happens when you “Fail” an asset during a verification? Is any information in the record changed automatically, or do you have the option to change it to remove it from the inventory of that room and indicate a “Lost” status? Are there any feature differences between manually verifying using a laptop and a barcode scanner versus manually verifying using a mobile device? I know generally speaking mobile apps tend to have less functionality, but don’t know if that applies here. Thanks for your help!

891
Kathryn Carter
K
KNorquist 80303f1 mvaObserver
asked in Tickets
Ability to Create Separate Ticket Queues for Separate Teams

Our team has been evaluating whether it’s feasible to incorporate some external departments into iiQ. We regularly have situations where a ticket has been submitted to one department that would be better suited for another, or where one team starts a ticket and then passes it off to another once they’re done what they can. But we’d like there to be, essentially, separate ticket queues for these teams, that an admin could then move if needed.We tried building some custom policies cloned from the default Agent role one, and creating accounts for external departments. Since we don’t necessarily need everyone looking into other departments’ tickets, we also tried segregating them by location and limiting users’ abilities to view with custom policies. Unfortunately, none of these steps really worked the way we needed. It seems like anyone with the Agent role has the ability to see any ticket, regardless of location, and segregating things by location doesn’t seem to have any effect at block

2034
Kathryn Carter
GWade
Contributor
GWadeContributor
asked in Tickets
Ticket status not refreshing

We are noticing tickets that are updated or resolved are not showing true status in the summary/list view.   We have checked with 4 other agents and they are seeing the same no matter what view they are using.   Anyone else seeing this?    Ex:  One ticket updated and resolved at 837am but still showing up in our active/open views with waiting on requestor 

9810
Kathryn Carter
CTapee 88732cc oxnardunion
CTapee 88732cc oxnardunionObserver
asked in Users
Agents permissions to add documents to user accounts?

Some of my agents scan old hardware check out forms to pdf and they want to load them into users accounts so they can be kept track of but they are getting permission errors. I have looked high and low to figure out how to give them permissions but I cannot find where to set that permission. Of course as an Admin I can do it but I don’t feel like uploading hundreds of pdf files lol. Any ideas?

718
Kathryn Carter
A
AMohamud 6069c2 shakopeeObserver
asked in Tickets
How to edit ticket details field

I would like to know if there is away to edit where we describe ticket issues in details 

462
Kathryn Carter
P
PTranchida 4235870 rochesterObserver
asked in Other
How to contact Incident IQ Support?

How do you contact Incident IQ support after hours? I tried calling their support number and says closed, tried emailing support@incidentIQ.com, as well as logging a Critical Support ticket. Our entire district is down (15K students and 2K staff) and this is the second time we could not log in to our site in several months.

3226
Kathryn Carter
R
RWinchester 977ad07 bcscObserver
asked in Assets
Populate Comment with Asset Information/ Name

Is there anyway to pull fields from the attached asset into a comment/Shortcut. For example I want to put a comment that auto populates the info like this Name: <Requestor_Name>Asset: <Asset_Tag>Serial Number: <Serial_Number>Mac Address: <Mac_Address>  This would be a huge help if it is. 

943
Kathryn Carter
P
PZaye 3972775 olsdObserver
asked in Tickets
ticket resolved by agent other than the assigned agent

how do i see the number of tickets resovled by an agent, not the number of tickets resolved by the assigned agent?  I can not find a way to pul this information out of the analytics.

542
Kathryn Carter
T
TSell 327b176 capitalObserver
asked in Apps
Can I assign parts a price? Confused about parts/fees

After reading some KB Articles, I remain confused about this system. Perhaps it would help if I explained what we would LIKE to do: We add different categories of Chromebook Parts by model and number etc.  Each part has an assigned price as decided by us for use with fees.  When a technician works a broken screen ticket, for example, we add the Chromebook Screen part to that ticket which adds 50$ to the ticket in terms of cost. We add a fee to the ticket that pulls its cost from the part cost so that the fee reflects that 50 dollars. I feel like this is possible, but I cannot for the life of me find the visibility on part prices. How can I tell the IIQ system how much a part costs? There is no field for it in “New Part” or in “Manage Inventory.” Thank you!

1131
Reesa Azar
M
MSchuckert 927f0a5 holmdel
asked in Other
Give Role Agent View of Events / Recurring Events

Does anyone know how to give a different Role the same View as an Agent would of the Events module? Currently, only Agents can create an Event directly rather than put in a Event Reservation ticket. The former lets you make recurring Events.

634
Kathryn Carter
A
Participant
akorkishkoParticipant
asked in Tickets
Support ticket video capture??

What happened to video/screen capture function in support tickets? I could swear I was able to do screen captures with the support tickets and since the support tickets were merged into it’s own section I can’t use Screen/Video capture.

734
Kathryn Carter
B
Bob BrandonObserver
asked in Tickets
Is there a way to sort by latest update?

Sorry if this is answered before (I didn’t find an answer yet). There’s an option to sort tickets by submission date/time, but can you sort them by the date & time of the latest update?

434
Kathryn Carter
D
dduffyObserver
posted in Integrations
Parent/Guardian Accounts imported from SIS

As the ability to import parents/guardians from SIS and create accounts from those records, we were wondering what the potential benefits and ramifications are if we were to turn this option on.

3337
Kathryn Carter
mmickey
Contributor
mmickeyContributor
asked in Tickets
Creating multiple tickets with device owner as requestor

Hello, Does anyone know of a way for an agent to have tickets assign the requestor as the owner of the device when creating multiple tickets? I know for single tickets it would automatically assign if you create the ticket from the asset, but for multiples the only option is to select a single requestor that we can see. If not, would it be possible to add a switch to do something like that?

311
Kathryn Carter
H
hgrossObserver
asked in Tickets
Can't open attached files in the mobile app

When we submit tickets with attached files, it looks like you should be able to click on it to view or download when viewing the ticket on the app, but pressing it does nothing. Is this a bug or is this feature not implemented? Should clicking on the attachment at the bottom of this screenshot do anything?

161
Kathryn Carter
R
RDemerieux 99361b1 forsythObserver
asked in Users
Deleted location still keeps users and tickers

About a week and half ago, I created a location named Network Team Office which had the same subnet as a prior location called Central Office. The next day, all users and tickets that where in the Central Office location, moved to the Network Team Office.So I deleted the Network Team location and made sure to select Central Office location for the question on where to move the users\tickets too. The next morning, all the users that were moved to Central Office moved back to Network Team Office even though the location is no longer in existence. I manually moved about 300 users back to Central Office but again my changes reverted back the next day. This is also causing an issue with the automatic assignment of tickets from those users because our rules are based on location. Any help with this issue would be greatly appreciated and thanks in advance.

171
Kathryn Carter
B
BCHSJAndersonObserver
posted in Assets
Best practice for retired devices?

Hello, I’m curious to know what others are doing with their “retired” devices within IIQ. Do you just change the status to retired and are done with it?I know that there are a few posts asking IIQ to offer multiple databases so that retired devices can me moved out and into another db; and I know that you can’t simply delete the asset because while it lives on in the deleted asset area, it will no longer be searchable.So… what’s your best practice for keeping retired/sold/etc devices within IIQ.Thanks in advance.

89417
V
Contributor
L
LHepler 967fe0e stmaryk12Observer
asked in Tickets
Tech Store Setup

I’m brand new to IIQ. I’m looking for a way to set up a tech store where teachers can select specific items (keyboard, mouse, camera, etc.) from a list to request.I’d like those specific items to be listed out on the ticket so that they can only select those specific items. Is this possible? If so, can you point me to some directions? Thanks! 

412
MichaelK12
V
Contributor
vinceContributor
asked in Assets
Retired assets

When a device is retired does it show up in the Deleted Assets queue under Assets?

842
V
Contributor
C
carterjObserver
asked in Users
User Groups

Is there away to create user groups in IQ so I don’t have to add each teacher individually as followers. I can just add that group email and it adds all those teachers in the group. 

801
Kathryn Carter
C
Contributor
CLee 1176405 shakopeeContributor
asked in Users
Two emails per staff, how do you handle?

We get the pleasure of living in both a Microsoft email domain (official district communication) and Google email domain (Google Drive / student<>Teacher communication).We are syncing users off Azure thus getting their Microsoft email for staff this is different, for students it is the same.  We are seeing now some staff opening tickets with their Google email which results them showing up from our location community not respective school location as no info to match.Is there a good way to link these two email domains or something?Thanks..

313
Kathryn Carter
T
tiujpatelObserver
asked in Other
Form submission guest user

Am I missing something or is there no way for guests users or non-users to submit forms? I would like to have the form available to be submitted without logging in to IIQ. 

2686
Kathryn Carter

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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.

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