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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.

For those with Custom Forms using Forms manager. What forms have your created. I’m demoing it right now and am struggling to see the use of it.

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) 🤣

I have a bulk amount of assets that have had the IIQ status changed to disabled but it has not disabled them in google admin to disable them in admin I am having to go to each asset and press disable under the Google Device Data Device Actions is there a way to push this data to google admin in a bulk order changing the satus to disable in IIQ did not disable them in Google admin. 

Hello,I’m looking to pull a daily report of the number of tickets in which an action was taken - for instance the ticket was started or an action was added. Often I have In Progress tickets that don’t close for days because I am waiting on other people, but I want to see how many tickets have had work done aka an action or comment added, each day. Thank you,​​​​​​​Lauren

Hello everyone, I recall having this issue before with one of the previous mobile updates, but there was another update that happened very recently that caused mobile notifications to stop being sent to my Android Google pixel 6A phone. When checking the incident IQ mobile application, it says that notifications aren't enabled on my device. When checking the notification settings of my device, it says that the app does not send notifications.  I have had this issue (or a very similar one) in the past month or so and it seemed like the resolution required something to happen on the IIQ team's side.some things I have tried so far are clearing the data and cache for the application and have tried reinstalling and restarting my device, none of which seemed to resolve the issue. 

We have several users that are consultants (SRO, Contractors, etc) and have no assigned location.  How can we get those users with Unassigned Location to be prompted to select their location?We tried creating a custom field that uses the IIQ location field then applied that to all tickets with the filter of unassigned location.  The user is prompted if they are Unassigned Location but when the ticket goes the rules the location is still Unassigned.  What is the proper way to do this?

The app isn’t working on android? It tells me i need a mandatory update but the update is not on the play store so its unusable!

Is it possible to make it so when a follower adds a comment to a “Waiting on Requestor” ticket, it changes the status to “In Progress”? I know when the ticket creator comments it will change that status, but in sometimes a follower will add information and it still says “Waiting on Requestor”.