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2037 Topics
GWade
Contributor
GWadeContributor
asked in Other
IIQ down?

Getting extreme slow response from the site and tickets are not loading, 1123am EST.   Anyone else? 

1773
Kathryn Carter
G
GBertollini 7398db fultoncsdObserver
asked in Tickets
Filter containing multiple agents' tickets.

How can I create a filter containing tickets that are "Assigned to me" and “Unassigned”?I want the filter to only show me the tickets that are mine or need someone assigned to them.The filter allows me to select multiple selections in most things, but not who the ticket is assigned to.

362
Kathryn Carter
vannattar
vannattarObserver
asked in Apps
Mobile App Timeout

Is there a way to turn off the timeout on the mobile app so it doesn’t log you out all of the time? Our maintenance department is not liking being logged out so frequently.

351
Kathryn Carter
T
tomcat1015Observer
asked in Tickets
Auto create ticket for new students in Genesis synch

Does anyone automatically create a ticket for a new student/staff that is synched from Genesis? We are looking to generate a ticket for new students or staff that are created via a Genesis sync. We currently do a nightly sync from Genesis (Student Information System)  Thanks!

411
Kathryn Carter
mcarrigan
Participant
mcarriganParticipant
asked in Users
Changing a Parent Guest user to an Employee Agent user

A parent in our district was hired as an employee. As a parent, she has a guest IIQ account (janedoe@gmail.com) and has put in Guest tickets as a parent. She started as an employee today so her Google credentials (jdoe1234@ourdomain) were created today.  I am trying to get Campus/Google to sync her employee information to IIQ so I can make her an IIQ agent, but it keeps syncing her as a parent/Guest. I tried manually editing her IIQ user information and changing her email/username from her personal gmail to her district email address and changing her access from Guest to Agent, but she's unable to SSO in even after I reran the Campus-IIQ and Google-IIQ syncs so I changed it back.It looks like Campus and Google are sharing her employee information on the Guest account (for instance, Google shows the OU her employee account is in) but the username on the account remains her personal email.  There are not two accounts for her, so I can’t merge her Guest and Agent accounts.  Does anyone kn

772
Kathryn Carter
C
Contributor
CLee 1176405 shakopeeContributor
posted in Tickets
Escalation processes

Wondering how other groups that are using iIQ in a Tier support model handle escalation. What rule or statuses might you be using that prevent Tier 1 from escalating to Tier3 without going through Tier2?

1934
Kathryn Carter
J
JRerickObserver
asked in Tickets
Change status based on rule

I’d like to create a rule that occurs on the trigger “when updated” that triggers a status change. What I’d like is that whenever a requestor updates a ticket, it changes the status to a custom status. In our case, “waiting on tech”.  I see a way to change it based on a comment change, but I’d like that to be specific to requestor change and not if an agent adds something.

1023
Kathryn Carter
J
JHaynia 557de4d mccsdObserver
asked in Tickets
Ticket Status

Is there a way to hide some of the default workflow ticket status? There are many options we don’t need.

1566
Kathryn Carter
J
John_GeckObserver
asked in iiQ Facilities
[Facilities] Adding Vendors instead of individual parts?

Our Maintenance & Operations team does not maintain an inventory of parts, instead our agents are able to purchase necessary parts for jobs from local vendors, and provide the invoices to the helpdesk admin for facilities, who entered them in as “Parts”, specifying a cost (e.g. Part = “Grainger”, Qty = “1”, Cost = “[whatever the cost for the parts for this job were]”) With the enhancements that were rolled out recently, I am struggling to find a way to implement this for them. It looks like we’re locked in to maintaining a specific inventory of named parts with associated costs. Their team simply does not have the labor hours to add this much overhead. I want to keep them engaged with the platform but if we can’t add in part costs I don’t know what I can do. We can’t be the only district who does things this way, is there any guidance around this? I see there’s a section for “Suppliers” but it looks like that’s just a database of contact info, and not mapped to the parts inventory

1085
Kathryn Carter
J
JConant 2376f90 mukilteoObserver
asked in Tickets
Add Purchase and receipt pdf jpeg to facilities ticket

How do I add a materials purchase from the hardware store to a ticket? Also, how would i attach a scanned copy of the receipt to that same ticket?

743
Kathryn Carter
Z
Contributor
Zane GrovenContributor
asked in Tickets
Who gets the survey?

I want to make sure I’m doing this whole survey thing correctly. We want to generate a survey for every ticket created in our district, our users don’t respond to them very often so we’re throwing a wide net. We also don’t want to send surveys to anyone in our department. I have it currently set up so that every ticket that is resolved generates a survey for who the ticket was created for. My question is, if a ticket is created by the user experiencing the issue and the “On behalf of” field is blank, will the user that generated the ticket get the survey instead? I am unable to check both boxes to have surveys generated for the user that creates the ticket and the user the ticket is created for. I want to make sure that if that field is not used it will go to the user generating the ticket instead.

871
Kathryn Carter
D
DVillano 133528f htpsObserver
asked in Other
Override Room conflicts

It would be nice to have a feature to override room use conflists. I sometimes have a group that has multiple things going on at one time in the same room. This usually occurs when they have a recurring event and then also need to schedule something specific for the same group. 

702
D
N
NNiusulu 243c917 nhusdObserver
asked in Apps
Cancel Old Approval Workflow

 How do I cancel this APROVAL REQUIRED? I have sent it to myself multiple times and through my email selected APPROVED but it takes me back to the ticket and doesn’t allow me to do anything because the APPROVAL REQUIRED is still unselected. Please assist.  thank you  

1315
Kathryn Carter
J
JNovotny 2974391 shakopeeObserver
asked in Tickets
Line spacing showing incorrect on tickets and emails

When I type in the comment box in a ticket, my text looks like this:  After submitting the comment and clicking “Show more lines”, it adds an extra line between each space, and my signature has two spaces in it when it didn’t before.  This is what also shows up in the email that gets sent to the user: Which does not look great when sending emails. If I click “Fully Expand” it looks correct, but the email is where it matters the most. Is anyone else seeing this?

302
Kathryn Carter
C
Contributor
ccooneyContributor
asked in Users
Receptionist Check-In/Out

Hello! I see it is possible to enable check-in/check-out for teachers, but I would like to grant my receptionists the ability to check-in/out our loaner devices to any student. What is the best way to set this up? Thanks!

36611
Kathryn Carter
R
Robert CebulaObserver
asked in Tickets
How to create email notification that includes resolution actions

Hello,I’m looking for the best way to accomplish the following:When an agent works on a chromebook ticket, we need a way for them to mark the ticket in a such a way that our secretary is automatically notified by email what the level of damage is.  My idea was to create a resolution action for each level of damage, and then create a rule that sends the email when the ticket is resolved if one of those resolution actions was applied.  The problem is that there is no supported Variable Data Point for the resolution actions.  So basically the email doesn’t contain info about which resolution action was applied.  Sure our secretary can click on the ticket to find that information, but I really want it to be included in the email.  Is there a better way to do this?Thank you,

1462
R
RoseHamlinCFB
RoseHamlinCFBObserver
asked in Apps
Vanco-View Payments Made

Hello! Is there an application filter or column for Vanco where we can view payments made? 

441
Kathryn Carter
D
dmcconkeyObserver
asked in Tickets
Visible to Requestor checkbox - Adding Action

The “Visible to requestor” checkbox is defaulted to on when adding action items to a ticket (unless it’s a shortcut we’ve set up where we can uncheck the box). Where can I find the setting to turn this off for action items (that are not our shortcuts)?

1535
Kathryn Carter
P
Participant
PBauchan 650c0fd mvsdParticipant
posted in Tickets
What is the use case for "Do not process any more rules" in the Rules engine?

As the subject states, I’m trying to understand what the use case is of the option "Do not process any more rules" when creating a Rule. As far as I can tell, having that option clicked means any Rule further down the list is simply ignored (similar to setting the ticket to “Currently Disabled”) when creating a ticket. For greater specificity, we initially had the “Do not process any more rules” option selected for the second rule listed in the ‘when Created’ category, which then meant any other tickets listed further down were not processed. Is it just an easier way to have a long list of Rules that you want to manually control when that list is active? For example, if you had 10 rules in that category, but wanted to manually change it so that only the first 3 were active you could click the "Do not process any more rules" and simply stop the Rules engine there rather than having to individually disable all of the further rules in that category?Reading the Knowledge Base I just couldn

752
Kathryn Carter
DRumpf 570102a apsb
DRumpf 570102a apsbObserver
asked in Tickets
Issue with Submitting a ticket through "My Classes"

We have the My Classes option enabled, but not the check in/check out feature. When a teacher goes to the class, that is populated from the sis and shows the students and the devices, and clicks on submit ticket, it acts normal when starting the ticket, and then remove all the progress in the breadcrumb trail and starts from where it asks for the users location(and can select it from the list). If I select a teacher from explorer and select their classes, I can click submit & it works fine. It starts me at what issue is this about. It almost seems like a permissions issue, but I don’t see what would need to be selected. I have viewed the best practices video and nothing mentions needing to set permissions.Not sure if it’s important, but the teacher sees a read only tag next to the names of the students.

902
Kathryn Carter
P
Participant
PBauchan 650c0fd mvsdParticipant
asked in Tickets
Automatically Following Ticket After Assigning to Different Agent

When I assign a ticket to a different agent I am automatically made a follower on that ticket. Is there a way to disable/toggle this feature? 

432
Kathryn Carter
DRumpf 570102a apsb
DRumpf 570102a apsbObserver
posted in Users
Manually attach student to teacher

We are looking to create rooms as a user that assets can be checked out to(things that wont move such as document cameras, printers, smartboards). The only issue we are running into is we would like to have the teachers who are associated with that room to be able to see the information about those assets. My original thought was creating the room as a student at the site, but the teacher role(faculty) doesn't have the ability to view users. So are we able to manually link a student to a teacher, or would I need to make all teachers agents with “very” limited rights? 

9410
DRumpf 570102a apsb
KHowe
Contributor
KHoweContributor
asked in Tickets
Ticket metrics

If I start a ticket, do the work but a coworker resolves the ticket, does it count towards my metrics in the reports, his or both? 

401
Kathryn Carter
O
OF90TechObserver
asked in Assets
Label printer options? - Dymo LabelWriter 450 discontinued

I know that IIQ officially recommends the Dymo LabelWriter 450 printer with the 1” x 3.5” labels. We have one and it works great. However, we are now looking to add 2 more label printers in our environment and the LabelWriter 450 model is now discontinued.Is there a recommended replacement for the LabelWriter 450 model? I believe the LabelWriter 550 would be the “new” model, but the reviews are pretty terrible across the board, mostly due to Dymo forcing the use of official Dymo labels, which have apparently dramatically increased in price.

6025
Kathryn Carter
C
CRoth 77076eb olsdObserver
asked in Assets
Searching for Multiple devices in a particular location

Hi Everyone,We are trying to see if there is a way to search for multiple devices in a particular location & wondered if anyone had a way to do this. For example we want to see if there is a way to search for all rooms that have both a projector AND a Television. I have been unable to find a way to search for X AND Y and exclude any rooms/locations that do not have both. Does anyone have a way to perform inventory searches to narrow when 2 particular devices are in a single room?Thanks!Chris

561
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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