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1960 Topics
M
MHAYES 473ca39 aubreyisdObserver
asked in Integrations
How do I change what time the Google SSO sync runs?

The sync runs at 9 something in the mornings. How do I change it to run during the night?

1463
Kathryn Carter
rsaeks
rsaeksObserver
asked in Tickets
Is there a way to disable the verification code for guests?

We are using the Remote Support Ticketing landing page as a more simplified view for our users to report issues. In the past, when using the “Guest” portion of this page a verification code was not required. However, now that is a required step for users, even if they have a matching account in IIQ via a directory sync.This causes a few issues for us:Not all students have an active E-Mail account, therefore, not all students are able to submit a request. In the past this was not required. That means now staff and students with e-mail addresses will have to enter in a verification code to submit a ticket, adding extra steps. If the user is trying to report an issue with accessing E-Mail, they would also be unable to provide this code. Even if a user has an account in IIQ, they are treated as a Guest when using Remote Support Ticketing. If this can’t be disabled we would need to update our training / steps for all staff and students to either provide information about providing the code

631
Kathryn Carter
B
BDillingham 803fb64 mabankisdObserver
posted in Integrations
Stream Deck plugin for custom dashboards

has anyone though about using the API to develop a Stream Deck plugin for a “ticket ticker” of sorts? I’ve got a StreamDeck-XL that i use for tons of things at home and i just recently bought the smaller one for my PC at the office and had a hairbrained idea of having a ticket dashboard profile that would show the number of tickets for each of our locations on the various buttons. i’m curious to see if anyone else has a similar idea

946
Kathryn Carter
R
Robert CebulaObserver
asked in Tickets
Software / Online Systems customization

Hello,Is there a way to add an Issue Category to the Software / Online Systems Ticket type and have it appear at the top of the page above where it says ‘Which software or online system is this related to?  I was unable to find a guide for this Ticket Type so can you please share if you are aware of one? Additionally the search box isn’t working.  Anything that I type in the box comes up with ‘No results found’.

1265
R
D
DPauliObserver
asked in Tickets
How do you take an agent out of rotation who is sick?

When an agent is out unexpectedly how do you take them out of a rotation so they do not get automatically assigned tickets? 

792
Kathryn Carter
R
Contributor
RWatsonContributor
asked in Assets
Assign owner to asset based on users assigned room

We have assigned rooms for our users such as staff. We also have rooms for our assets such as a LCD panel.How can I automatically assign the owner of the asset based on who is assigned to the room from the user.  User details: Assigned room   Device details: Room and owner  ThanksRon

3116
Kathryn Carter
zige
Participant
zigeParticipant
asked in Tickets
Is it possible (through a rule or otherwise) to escalate a ticket to another user or team if an SLA has been breached?

Hi friends,Our district is defining service level agreements (SLAs) as they pertain to cybersecurity incidents.This is an important topic for us—and many other schools—as we build out a more robust cybersecurity response plan.We are looking for a means by which, if an SLA in iiQ is breached, affected ticket(s) will be auto-escalated to another user or team.For example:End-user submits iiQ ticket about potential malware on their device. SLA defines any cybersecurity threat as requiring an agent response within 48 hours. If agent does not respond to ticket within 48 hours, then SLA has been breached: Automatically escalate ticket to security team (admin) for review. Is there anything in iiQ’s rules engine that can help us achieve this? I see a condition called “SLA Response Time”, though I’m not sure what other information I would plug in here to achieve the desired results:Maybe something with this SLA condition in the rules engine?Any assistance would be so appreciated! 😊

1141
Kathryn Carter
E
EPonce 740336f santapaulausdObserver
asked in Assets
Batch location move for devices

Got a quick question, we are doing a huge inventory data move and have checked in the devices to one site location. However, we want to move all scanned devices into our tech storage pool. The manual way would be to scan the device into the pool by the add asset function. That is great for small batches but we are looking at around 3k devices still left. Is there a way to use a csv template for a big device move?

1251
Kathryn Carter
S
SOrr 423e3bb ithelpObserver
asked in Tickets
Agent receiving emails in regards to every ticket

I have an agent who is receiving email notifications about every ticket submitted, including the ones that are not for his department. Can you help me resolve this issue?

521
Kathryn Carter
davecarty
Participant
davecartyParticipant
asked in Tickets
Issue Creating Rule Using Custom Field Date

Users can submit a ticket notifying us that they will be traveling aboard and would like their accounts to work outside the US. When submitting their ticket, they fill out “Leave” and a “Return” custom fields. These custom fields have the Field type: Date.I’m writing a Scheduled rule that checks the “Issue type” and “Date Returning” fields. If the return date was last week, an email should be send an email to the assigned Agent letting them know to remove the user from the group allowing outside the US access.However, the scheduled rule appears to ignore the “Date Returning” value. It says the rule will match with 58 tickets which is the total number of tickets with this Issue Type, not the number with the Return Date.Any thoughts on why this doesn’t work?

916
TAnders
Specialist
A
Andrea NixonObserver
asked in Assets
Batch Check In and Out - Permissions

Do users still have to have the agent role to use the basic check-in and out feature or is there an update?

792
Kathryn Carter
L
LREAGOR 54388e3 svilleObserver
asked in Assets
Bulk change Asset Type

Is there a way to bulk change Asset Type and have them update in the asset’s details? We can currently change an asset model’s Asset Type, but when we go to an asset of that model, it will continue to show the original Asset Type until you edit and save that specific asset... then it will show the new Asset Type.We’ve tried mass ‘set info’ to force an asset update, but the details still show the old Asset Type afterwards.It looks like our options are to edit/save each asset individually, or delete each asset and reimport them in.Is this a bug that can be fixed, or something that can be added?

28410
Kathryn Carter
R
RKleiner 55792fa rocklinusdObserver
asked in Assets
Moving Linked Assets

I have a Chromecart with about 34 (linked) chromebooks. How can I move (edit location) of that CB cart to another location (room) and have all the linked assets move with it? I can move the cart, but the linked assets (cb’s) don't move with it….?! Thanks

1316
Kathryn Carter
B
BHutson 8638a49 stmaryk12Observer
asked in Tickets
Automatically assign certain types of tickets

How do you assign a certain type of ticket to automatically be assigned to a particular agent? Example: JCAMPU or ALIO tickets to auto assigned to one particular agent.

714
Kathryn Carter
DKelly 430e93d tonacsd
DKelly 430e93d tonacsdObserver
asked in Users
Delete School ID

Is there a way to delete the school Id from each users, or simply disable it. My district is trying to transfer over to the email address to identify students and staff

955
Kathryn Carter
B
BMcBeath 927e820 joshuaisdObserver
asked in Tickets
More Options than just Urgent?

Is it possible when a Ticket is being submitted, for there to be a way for the end user to have more control over the priority level? I know this can be customized in the rules and applied after the work order is submitted to modify the priority based on an attribute, but it’d be beneficial if the user could have more control than just an Urgent toggle. Like maybe a priority drop down that has the options Low, Medium, High, Critical. I find that users may choose Urgent, when they would have been satisfied with choosing Medium or High. I’d like for Urgent to be more reserved for true Critical type scenarios.

864
Kathryn Carter
K
KarinewiObserver
asked in Users
User device details

Our students check in devices at the end of each year.  If I want them to have the same device next year, how do I do search by user for this information?

482
K
Instructor_Ivan_Quigley
Instructor_Ivan_QuigleyiiQ Know it All
asked in Users
How do I delete a user account?

I have a staff member that I am needing to delete out of our iiQ system. How do I go about that?

76212
Hannah Bailey
C
Chris JObserver
asked in Other
How does average part cost work?

it seems I can’t get a properly consistent number when putting in unit cost for parts. for example I put the unit cost as lets say 100 for 5 parts. I had zero parts at the moment so its not two averages adding up. the average i get is somewhere around 99. I try to revise it to 20 for unit cost thinking I got it wrong, it happens but now the average cost goes to 4 dollars. I have to put some arbitrary number in order to get close to the average cost I want. It creates a discrepancy in our documents. maybe there’s some calculation setting im not seeing and if there is I’d very much like to see it.

761
Hannah Bailey
E
EBelal 97727e7 eacsnjObserver
asked in Assets
Is there a way to automatically assign assets to users?

Hello, Is there a feature in IQ where it automatically assigns a device to a user? For example lets say I have a new staff complete & sign an acceptable use policy form and then that assigns their device to IQ as an owner. 

1283
Hannah Bailey
B
BHinermanObserver
asked in Tickets
Importing Invoices into iiQ

We’re new to iiQ as of this year, and we want to import our outstanding and paid invoices into the Square module in Incident IQ so we can see if a student paid the technology fee when they pick up their device. Since we finished our onboarding to iiQ a little late in our enrollment process, we couldn’t invoice through Incident IQ. Is there any way to import all of our existing invoices into the Square module in iiQ? 

381
Hannah Bailey
J
jmerwinObserver
asked in Integrations
Import Fees

Is there any easier way to add item types to fee tracker. Can we get an importer please, or is there api access to add fees

1202
M
Participant
M
Participant
MattHenryParticipant
asked in Tickets
Filter by Manufacturer

I am hoping I’m overlooking something. Is there really no way to filter by the manufacturer. I created a custom field for tickets that I need to show up for any Lenovo device repair. I’m having to select all the Lenovo models we have which isn’t great because when we add new Lenovo devices to our environment we’ll need to come update these custom fields, rules, etc.

674
M
Participant
D
DRimpa 14076eb ojaiusdObserver
asked in Users
Create report to reconcile money collected this semester

I am making my deposit and I don’t have a report from IIQ to show how much money I’ve collected this semester (January to June) so I can balance my books for accountability. How can I create a custom date report to show this information? What if I am missing a receipt from a paid charge and I don’t know it? HELP!

322
Hannah Bailey
M
Participant
MattHenryParticipant
asked in Assets
Mobile Verification - Unassign

When verifying devices from the desktop site we can choose to unassign them which is handy as it makes sure we did actually turn in the device properly. However, when using the mobile app, it wants you to set the assigned person and doesn’t appear to let you unassign it.Am I doing something wrong? Can the mobile app verification process not ensure it is unassigned?If that is correct, would this be an idea request or a bug?

645
Hannah Bailey

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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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750 Glenwood Ave SE, Suite 320
Atlanta, GA 30316