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1853 Topics
CTapee 88732cc oxnardunion
CTapee 88732cc oxnardunionObserver
asked in Tickets
Rules question

We are trying to create a rule to assign tickets to the most available tech in a specific team at a specific location and I cannot quite figure out the logic on it.  We have 3 locations with 2 techs each.team 1 @ site 1team 2 @ site 2team 3 @ site 3 we want to assign tickets for site 1 to team 1 then to the  most available tech for that site . The same for the other 2 sites. I am trying to keep this all in one rule but I am un sure of exactly how to lay out the filtering. Any help would be appreciated. .  

1534
Kathryn Carter
I
I.T. tech MayfieldObserver
asked in Assets
Band and String instrument Assets and assignment.

Can IIQ asset be used for management/ check in/ check out for Band and String instruments? What would that look like? Do we need custom fields? Has anyone done this with instruments?  Also, is there a way to auto generate an email to parents when an asset is assigned to a student?

668
davecarty
Participant
J
JMims 6331bd6 shakerObserver
asked in Assets
Using PO number as temporary Asset Tag until deployment - unable to search?

Hello,We’re very new to IIQ Assets.   We’re trying to develop a process to enter new assets as they’re purchased, and then assign an asset tag, serial number and location as the assets are deployed.We’d like to use the purchase order number as part of the temporary asset tag until the asset is deployed and an actual tag is assigned.   I have entered two assets under this scheme, but now when I search, only one is returned.I’m using the following as the temporary asset tag numbers:2302962-12302962-2When I search for 2302962 only 2302962-1 is returned in search results.  I’ve also tried searching for 2302962@ and 2302962% based on a wildcard post from the community - no luck with those searches either.I’ve also tried using asset tags 2302962X1 and 2302962X2 in case the hyphen was causing trouble.  No luck.     Even if I search for the full asset tag number (2302962X2), I cannot pull up the asset in search.We’d like to be able to search for the PO number (temporary asset tag) and have all

594
Kathryn Carter
M
Contributor
MaryReedContributor
asked in Tickets
Issues listed under the default categories do not appear when creating a ticket

One issue I'm having is when I select the issues under the default category, they do not appear when I create a ticket, but if I manually create a Category and add issues, they appear when I create a ticket. What am I doing wrong? Also, I would like to have the ability to edit the default Categories.

321
Kathryn Carter
S
SCameron 2339bbd newcaneyisdObserver
asked in Other
Textbooks/Instructional Materials

My district purchased IIQ as an asset management system but also wants to use it for textbooks and instructional materials that are checked out to students and teachers. I am looking for other districts who are also using it for instructional materials for best practices and other ideas. If this is you, please reply so we can connect.

2198
Kathryn Carter
J
Specialist
jclarkSpecialist
asked in Users
Clear individual user permissions in bulk?

Is there a way to perform this action in bulk, on a list of users? I know I can unassign a permission policy from a list of users, but I want to clear the user specific permissions. Really hoping there’s a good way, because we need to do this to over 300 people, so one at a time is not ideal. I don’t see an option for it in the API documentation either.

402
J
Specialist
J
Contributor
jeri.floresContributor
asked in Tickets
Rules Engine - Ticketing rules. Can we use attributes from a parent ticket to subtickets

Currently, you can generate a rule that allows you map the requestor by the parent requestor, parent agent, or even parent custom field. Is there a way for us to use parent ticket attributes for existing subtickets? Like Set Issue → SetParentIssue, Set requested for → ForParentRequestor, etc etc, 

24510
B
zige
Participant
zigeParticipant
asked in Other
Where can we see an example of what a survey looks like from the recipient's side?

I’d like to see an example of a survey from the viewpoint of the recipient.Does this appear in their email? If so, what does the email look like?Thanks.

1042
Kathryn Carter
MPeters 48079a4 stjacademy
MPeters 48079a4 stjacademyObserver
asked in Users
User view export

I’ve created a user view that will tell me what students have multiple devices checked out to them. When I click export I have to essentially setup my view all over again. But this time I am unable to select assets from the +Column dropdown. Is there something I’m overlooking here? Why do I have to specify what I want to export when I’ve already created a view. And why can’t I access assets anymore in the export window?

2373
MPeters 48079a4 stjacademy
C
CSingletonObserver
posted in Tickets
[Assigned To] Column doesn't print out Teams and Change Times.

I’m currently downloading information from Incident IQ and online I can see each instance of a ticket with [Assigned To] with the Team Name that they belong to, but it doesn’t print out a column of team that the ticket is associated with, nor when the team changes.  My question is: How do you print out into Excel what Team the [Assigned To] belongs and the date times that the incident ticket belongs to which teams (including those date times)? Do I have to create a Custom Column or Custom Columns for where the teams can print-out in the Excel (including DateTime columns)? I can see where the information of Teams are located under [Assigned To] online, but those teams don’t print out at all to Excel in downloads nor do any of the date times from when the incident moves from team to team.  How do I get that information to print out in the Excel downloads? Are there settings? Do I have to create Custom Columns for those to print out in Excel upon download?  Any help would be greatly appre

151
Kathryn Carter
DRumpf 570102a apsb
DRumpf 570102a apsbObserver
asked in Users
Append info vs Overwriting

Is there a way to append data when uploaded user information from CSV? We created a notes / comments, similar to the internal notes section in a user profile. I will be doing a mass upload near the end of school as we leave our old asset management system and fully cutover to IIQ. Some agents/librarians have already started using the notes section. When I upload all the old notes from the previous system, I believe it will just wipe out what would have already been written in that section, so I ask is there a way to keep what’s already in said spot without having to target what account has something there and export/combine it before the upload?

251
Kathryn Carter
A
anthony.wilsonObserver
asked in Users
User lookup

I have a student with a profile in IQ, but it will not find the profile in quick search. If I do a specific search with the user name in the New view window, I find the profile but when I click on it nothing pops up. It looks like the profile i writing from our integration software, but I am unable to pull up the user profile in IQ. Any suggestions?

341
Kathryn Carter
D
DAdmin 9806f81 isd623Observer
asked in Integrations
RapidIdentity Intergration

Having a little trouble with getting the user mapping straight. When we try to login we get “No attribute values could be mapped from the SAML response”. Any ideas would be appreciated.

1163
Kathryn Carter
C
CRHODES 74303f1 kisdtxObserver
asked in Tickets
Creating a Rule Based on Signed AUP

I am trying to create a rule based upon whether or not a student has a signed AUP on file.The basis of the rule would be IF a student doesn’t have a signed AUP on file THEN display a message stating that “This student is not allowed to have a school issued device.”, or just prevent devices from being checked out to them altogether would be even better.Has anyone been able to successfully do this or have suggestions on how to make this happen? Thanks!

691
Kathryn Carter
L
LisaSchmidtObserver
asked in Tickets
Do Resolution Times Include Time a Ticket Was On Hold?

Hi!  Looking to find out if anyone knows if, in Analytics Explorer, the “Ticket Resolution Over Time” section includes any “on hold” status of tickets? Wondering if when a ticket is put on hold, the “clock stops” for that ticket, and any time spent “on hold” is excluded from performance calculations.  Thank you!

964
R
J
jwakemanObserver
asked in Tickets
Deleting Ticket notifications

When deleting a ticket, does the person who submitted it get a notification?We have a backlog of a few tickets that were duplicate issues already resolved and I’d like to just delete them - but don’t want to do so if it will generate an email to the user and confuse them.

1343
Kathryn Carter
J
JWhite 5777367 sau39Observer
asked in Integrations
PowerSchool Add Rooms to Users

Based on the “PowerSchool SIS - Configuring Settings” guide, we should be able to associate Rooms with users. Unfortunately when we try to configure the App, that option does not exist. Is this a change to the app that isn’t reflected in the Guide, or is there some other issue?

1315
Kathryn Carter
JRood 877c5a lvpioneers
Contributor
JRood 877c5a lvpioneersContributor
asked in Assets
Failed Verifications

I am starting to set up our Audit Manager and have scheduled a monthly automatic verification and a yearly in person verifcation schedule for our chromebooks at the high school.  We have started to go through the list of failed verifcations and check what those students currently have.  When checking their devices we manually verify those devices but they are still showing up as failed verifications after we add it manually.  Do I have something set up incorrectly or does it take a while for the system to change their status?

2217
Kathryn Carter
C
CWright 89011a1 sau29Observer
asked in Tickets
Associating Tickets

Scenario: You receive 2 separate tickets on the same problem, but  from 2 different aspects of the problem. So they are related, but not identical. Question: Is there a way to link these 2 tickets together for troubleshooting and resolution?

1034
Kathryn Carter
N
njensenObserver
asked in Assets
User to view Google Device Data and enable/diable device

I am looking for the ability to allow specific staff to view the Google Device Data when viewing Chromebook assets. I’ve looked through the permissions but I haven’t been able to find anything that allows this through testing. I’m also looking to allow the same specific staff to enable/disable chromebooks and I see the checkboxes in the permissions but it doesn’t seem to do anything when checked.Any ideas would be helpful, thanks!

782
Kathryn Carter
TAnders
Specialist
TAndersSpecialist
asked in Other
Analytics for Stale Triggers

The time is coming up for the need for the Analytics Explorer and I am having a hard time trying to get analytics on “Tickets that triggered the stale rules” that we have set up. When I use the “Is Stale” filter, it only gives me open tickets, not ones that may have been closed but triggered the stale rules while they were open. Is there a way to filter that out to get a solid report? Originally I set the rule to add a “Tag” to any ticket that triggered it, but that caused the ticket to no longer be stale since a Tag was added to it, so I can’t use that to get the info.Ideally I would like a way to get a view/analytic report By Agent, ticket counts of how many triggered our stale rules (and even more ideally, specific rules, because I have multiple levels set up at different intervals). 

1393
Kathryn Carter
D
DBell 900fa15 loganschoolsObserver
asked in Apps
Labor rate on mobile app

Since the most recent update to the mobile app, when a technician is trying to close a ticket, it asks for a labor rate.  I have no labor rates on file so it will not allow the ticket to be closed.  How do I disable this feature?

715
Kathryn Carter
C
CDeis 10397e1 ghschoolsObserver
asked in Other
Ohio User Group MeetUp

Grandview Heights Schools would like to offer our space for an in-person Ohio IIQ User Group Meetup.  We have hosted other vendors in the past for in-person meetings among Ohio users and vendor staff and have found them to be an excellent way to learn from one another.   Would IIQ be interested in hosting an Ohio User Group at Grandview Heights Schools this summer? Thanks,Chris

261
Hannah Bailey
P
patrickmckinneyObserver
asked in Assets
Can I import Asset Fields prior to them synching with the Google Console

I just purchased 400 Chromebooks.   They were purchased wtih a grant and need to tracked with the funding source field.   The Chromebooks have not yet been added to the Google Admin Console, so they have not synchronized with incidentIQ to have them automatically added.  I have a spreadsheet from the vender with all of the serial numbers of all of the Chromebooks.  If I import the spreadsheet with the funding source assigned prior to them being added to incidentIQ via the Google Devices sync, will it just update the ones I import or will it create duplicates.    I do have the Google Devices app set to “Update Asset”, but it doesn’t seem to work.The reason I am hesitant to just try it is my secratary had added a single chromebook and assigned it to a user prior to it being added to the Google Admin console.   After it was added via the sync, it created a duplicate instead of updating the one she added.   I thought maybe there was a typo in the serial number, but when I exported them and

641
Kathryn Carter
D
Contributor
DWallis 434c1d brooklynContributor
asked in Tickets
Menu bar V2

We enabled the version 2 of the menu bar. When switching from ticketing to facilities, it used to change from Blue to Green. Is this going to happen with the new menu?

1183
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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