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1991 Topics
TCummings 9174959 juhsd
Contributor
TCummings 9174959 juhsdContributor
asked in Tickets
Use custom Field as ticket subject

Hello,We have a Ticket issue category for Maintenance/ Facilities, their ticket type is the same for everything.Is it possible to create a custom field for their ticket type and then name is something like Subject and when the user puts data in their that it will make it the ticket subject instead of the generic category type? 

1185
Kathryn Carter
C
Contributor
ccooneyContributor
asked in Assets
Staff Can't Scan Asset?

I have an asset that is active, in service, and can be scanned and selected as a device for ticketing purposes. It functions normally.However, I just observed my front desk secretary scan the device in to make a ticket, but the device did not come up.I checked the user and they are set up identically to another front desk user who is able to scan just fine.What could I be missing?

856
Kathryn Carter
R
rymcdougallObserver
asked in Assets
Setting Primary User in Intune

Hi Everyone,As the title suggests, I would like to set an Intune device’s primary user based on the asset’s owner set in iiQ. However, it would appear that the only iiQ to  Intune writeback option is the ManagedDeviceName. So am I correct in assuming that I cannot do use iiQ to set a device’s primary user in Intune?Thanks,Ryan McDougall

1342
R
bclark
Mentor
bclarkMentor
asked in Tickets
Is there a way to make a custom view of open tickets with Incident IQ? There used to be.

I used to have a custom view saved under tickets where the Model was Incident IQ and the Ticket State was open. It was an easy way to find open tickets I have with Incident IQ itself. Currently I have to go to Help and then at the bottom of the side panel click on View my support tickets but I can’t get those to show up in a view outside that. Is there a way to do this? It’s more cumbersome to find them now vs having the view update with my others when I log in or the page refreshes. There used to be so I assume I’m just missing something?

1171
Kathryn Carter
A
Contributor
angiejaegerContributor
asked in Users
Search in view designer to select more than 100

I need to be able to search more than 100 owner/user ID’s at a time when I am building a custom view.  I have a list of a number of staff that have an assurance program and I need to know of those users/owners what devices do they have assigned to them now in IIQ.  So I can set a custom filed of has assurance but then I need to know those owners/users that have assurance what specific devices are checked out to them. I know the owner/users ID’s who should have it so I am using a custom view to search all 5,000 uniques owners/users but I can only copy into the view designer search box 100 at a time and that will take a long time for 5,000 users.  I need to be able to either import the list of owners/users and tag them or be able to search in the view designer for more than 100 at a time. 

1448
J
Specialist
J
JAnderson 3fef4 westfieldnjk12Observer
asked in Assets
Avoid Asset Duplication

Hi - our district is new to iiQ and I have a question that I can’t find the answer to in the KB.  I uploaded a CSV of Assets and later realized that I didn’t format the column correct as there should have been a leading zero in the 6 digit asset.  I made the correction in the CSV and want to upload it again but when I get to the last step of the upload it looks like my assets are going to duplicate.  So how can I upload the same csv with those changes and overwrite the assets field to avoid duplication?  Thanks  Jodi

951
Kathryn Carter
T
TCunninghamGONYCObserver
asked in Tickets
Bulk Upload

Hello, Is there a way to bulk-upload models and serial numbers and model numbers? 

2652
Kathryn Carter
TCurtis 5576bd0 jpsny
TCurtis 5576bd0 jpsnyObserver
asked in Tickets
How to have sub tickets named based on a parent ticket's field.

So I am trying to create a workflow where a sub ticket is created for each part of a new employee being hired is assigned to diffrent team members.Right now everything works as needed but the names of the sub tickets are all the same based on the ticket templates.My question is how, from a ticket dashboard view, can our team members see the difference between each ticket without going into each sub ticket and then to the parent ticket to know who the request is for. Is there a way to add a addition to the sub ticket’s name based on a custom field within the parent ticket?

823
Kathryn Carter
A
ahuffObserver
asked in Tickets
No SLA for one specific group of tickets?

Is there a way to not have an SLA applied to a specific type of ticket/team upon ticket creation? 

371
Kathryn Carter
A
AHollon 7301637 asdk12Observer
asked in Assets
Bulk edit/verify devices from CSV?

I have a school that was verifying chromebooks and didn’t have access to IIQ for the first day. They scanned all the SN into a spreadsheet. I would like to update the verification status on all of these. Trying to find way to look up all SN or import and update. However, I do not have models for these SN.  Is there a way to look up multiple SN in asset explorer or import and update status from CSV file?  Would be great to be able to look up multiple SN in asset explorer. 

3404
Kathryn Carter
RTschetter 93c5e2 stancoe
RTschetter 93c5e2 stancoeObserver
asked in Tickets
Issue Categories

It appears that my Issue Categories on my tickets default to posting in alphabetical order.  Is it possible to edit the order that my Issue Categories appear when creating a new ticket for submission?

1061
Kathryn Carter
J
JSzczepanski 50303f1 nnscObserver
asked in Users
Changing set up on user page

Can I change the set up of where the fees are located on the user page?  I would like to move them higher so I don’t have to scroll down so far to see them.

201
Kathryn Carter
M
Contributor
MaryReedContributor
asked in Assets
Deprovisioned devices

We have 2000 devices that we deprovisoned and moved into a specific Deprovison OU. However, the devices are moved back into their original OU every night. Do I need to set up a filter to stop this? I don't understand why it's moving them back into their old OU.  

1256
D
F
farmerjeObserver
asked in Tickets
Merge Duplicate Tickets

Is there a way to merge duplicate tickets that users have submitted?

228016
Kathryn Carter
JRood 877c5a lvpioneers
Contributor
JRood 877c5a lvpioneersContributor
asked in Assets
Mass Powerwash Schedule?

I was trying to set up a rule that will powerwash all of my elemntary devices at the beginning of summer, but I don’t see an option to set google status with the “On a schedule” under asset in the rules.  Is there a way to accomplish this?  

1195
JRood 877c5a lvpioneers
Contributor
Jim.Sch
Contributor
Jim.SchContributor
asked in Integrations
Upgrading PowerSchool Plugin from v1 to v2

I have read this article on upgrading from the PS plugin v1 to v2 but it is pretty vague and uses quite a few non-definite pronouns.  Whatever, it happens. Is there better documentation on this process anywhere?

2011
Hannah Bailey
R
rymcdougallObserver
asked in Assets
Hardware export?

So it looks like there may have been a shift in some of my data that I used for my imports. Now it would appear that I have some devices out there with the wrong tag numbers in iiQ. Is there anyway for me to export our data from iiQ so I can use spreadsheets to compare data between the old system and iiQ?

893
Kathryn Carter
J
Contributor
jhandlerContributor
asked in Tickets
Follower email cryptic

Is there a way to customize the message a follower gets when added.   We sometimes need to add someone from another department to work a ticket.   They aren’t an agent but they handle this particular task.   When they are added as a follower the ticekt doesn’t indicate that and the email just says the ticket has been updated. It would be nice for them to get an email specifically saying“You have been added as a follower to ticket XYZ”

481
Kathryn Carter
D
DAdmin 10f629 ithacaschoolsObserver
asked in Tickets
Submitting Images Through Mobile Site

We recently switched to IIQ and a user was trying to send a picture from their phone in with their ticket using the Mobile Site (not to be confused with the Mobile App). In this case, he was using Safari on an iPhone and went to our IIQ site, logged in, and went through the ticket process. He claimed that he was unable to submit an image from his phone or camera through the site, even though the options were there. I too confirmed this on my iPhone using Safari and Google Chrome. You can click the button to “Take Photo” or “Add from Photo Library” but neither do anything. Am I missing something? Or is this a glitch? I totally understand end users not wanting to download an app on their device and just wanting to use the browser. This would be a welcome fix if it is indeed a glitch. Thanks,Keegan

813
Kathryn Carter
R
RSnowden 9276f81 wego33Observer
asked in Apps
How to add banner out top of ticket page for everyone to see

Is there a way to add a banner on top of the ticketing page for everyone to see? Such as outages that are happening or other issues that may be effecting everyone.

1432
Kathryn Carter
jwalstra
jwalstraObserver
asked in Integrations
PowerSchool Integration - User Locations

In PowerSchool a user can be associated with multiple buildings as a teacher or as a staff member. We’re trying to figure out how a single location value is selected and sent to IIQ for a given user, particularly a user may be assigned to multiple buildings. What table(s) and field(s) from PowerSchool are used to set the location? Is it possible to select a different table/field or have different options for a staff user than a teacher user?We have received feedback from users that the building they are under in IIQ is outdated or incorrect. We would like to understand how the incorrect info is getting transferred as opposed to setting corrective overrides.Just this week I noticed that my own account switched buildings and I have no idea why. As a district IT administrator my own PowerSchool user table account has a homeschoolid of the district ofiice. I also have teachers table records associated with each of the other buildings in the district, some as staff and some as teacher. Addi

2618
Kathryn Carter
Kery
KeryObserver
asked in Apps
Create Subtasks on Fee Tracker Fine Category

I would like to create two subtasks when a ticket is updated with a Fee Tracker Fine for whole unit replacement. I could do that either by description or by amount >. Is this possible? If not, could this be possible?

371
Kathryn Carter
C
cwondersObserver
asked in Other
Rules Revision History

Is there a way to see when a Rule was created and who created it?

211
Kathryn Carter
B
BSubia 96044d1 gcisdhelpObserver
asked in Assets
Custom Field filter not returning results on view

I have added a Custom Field for the MAC address to the SCCM sync app and made it searchable.When you go to a device view and add a filter for the new field you can search and find the MAC address. When you save the filter and go back to the view there are no results showing. Also if you just go to a device view and add the Custom Field as a column it is blank for all devices. Any idea on what I’m missing, or will this not work as I’m expecting it to?   

701
Kathryn Carter
K
knissenObserver
asked in Tickets
Linking Knowlege Base to Ticket Before Submitting Ticket

Is there a way for the knowlege base articles to show up in ticket before they submit the ticket? That way if they can figure it out, they won’t need to submit the ticket?

893
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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