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AMeyer Greendale SchoolsParticipant

asked in Tickets

Rules executing incorrectly?

I’m going to assume this is an issue with our instance of iiQ, but figured I’d post about it first. I don’t see any other rules with the same trigger that would cause the rule to trigger incorrectly. I added a rule to change ticket status to a custom one called New Comment when the comments field is updated.The rule is set to exclude a few statuses, but is ignoring that and firing on each update.When I run an affected ticket against the rule through the rule simulator, the Simulation Log states it does not match. Top screenshot is the simulation log, bottom is the details in the ticket itself.

5911

1 month ago

DWallis 434c1d brooklynContributor

posted in Tickets

Text Snippet vs Comment

Whats the difference between the two? I would like to add in a tag then a text template into the comment box and then edit it before posting. Can I do this with a shortcut and comment?

263

1 month ago

AFoote 86364c1 ccslObserver

asked in Assets

Unable to see laptops in Spare pools

I entered about 26 devices in a spare pool. I can see the number of devices but when I click on it, it says No device meets the criteria. I can’t delete the pool because there are devices in it. Does anyone have suggestions - I cleared the cache, different browser, restarted the computer, and refreshed the web page

294

1 month ago

ASmith 797c037 manorisdObserver

asked in Apps

Events Guest Account

Is there a way to allow guests to create and continuously access their account to track their event requests/tickets?

1184

1 month ago

Hennessey.Brandy.NObserver

asked in Tickets

Creating a Custom View using Categories Created Specifically by our District

Is there a way to set up a custom view that will allow me to track tickets created by my District for a specific “Issue”. Currently, it seems I am only able to set up filtering for issues that exist as defaults of IIQ. We need to be able to set up a filter that will allow us to successfully track issues that we created to pull metrics for watching trends, etc with these specific issues. For example, we created an Issue Category under Software/Online Systems for Multifactor Authentication tickets, but we have not found a way to filter tickets for that specific issue to gauge how many tickets have come in for that issue.

565

1 month ago

VGriswoldObserver

asked in Assets

Import Assets Requirements

How do I change the required fields for the import asset option in IIQ? I am an administrator, but I do not see how to change the required fields to import assets.

131

1 month ago

DMontero 980f9f3 district279Observer

asked in Assets

Adding additional assets into existing storage units

I have established storage units for assets and would like to add additional assets that have been returned to these established units. I have yet to find a way to be successful adding assets to existing storage. How do I successfully add additional assets into an existing storage location?

408

1 month ago

APettit 4771ce ecasdObserver

asked in Tickets

Finding Tickets to Assign to Team

Hi! Often times our users, and some of its our own fault, but they can’t/don’t identify the asset or issue correctly, leaving a queue of tickets without a place to be. I’d love to look for items in the Issue Description that pertain to my assets but can’t seem to do it to bulk-assign the tickets to our team. Looking for some useful suggestions if anyone has any? Thank you!

224

1 month ago

sestepObserver

asked in Integrations

Unable to use My Classes to verify assets since permission change

We have been using the My Classes integration with our SIS to allow teachers to verify student Chromebooks. Since we were rolled to the new site permissions, teachers are unable to complete the verification (it just spins and doesn’t allow you to continue). I’ve been told by support that the site unification for staff and agents has resulted in some behind the scenes permission changes. In order for teachers to now verify assets, they need “edit” permission for assets. Obviously, we do not want staff to have full asset edit permission. It appears we need to elevate this to IIQ developers to give staff permission to verify, but not to edit details. Has anyone else who is using device verification experienced this?

12116

1 month ago

ACampbell 717f23b friscoisdObserver

asked in Tickets

Trigger 2nd approver if manually sending for 1st approval?

Is there a way to control the status that is set when an agent uses the “Send for Approval” button and selects a user to approve? We need the agent to send to the first approver, but then the 2nd, 3rd, and 4th approvers are the same regardless of first approver. When manually sent for approval, the status is set to “in progress” when approved. I can’t use that status as a trigger as the ticket has to go “in progress” for the agent to access the send for approval button.Thanks for any ideas or solutions!

davecartyParticipant

There is a field called Activity Date we can use in rules though I cannot find documentation on it. If a user replies to a Survey, does that count as an Activity?

375

1 month ago

MDrew 393fdd0 chelmsfordObserver

posted in Tickets

Staff starting tickets

Recently, we have seen an issue where our teachers are able to click “start ticket” after creating a ticket, which assigns said ticket to them. This creates a problem because our team won’t necessarily see these tickets unless we pore through all our open tickets. Has anyone else experienced this issue?

14515

1 month ago

DLeyden 4909d0d pcaObserver

asked in Assets

My assets tab / Favoriting assets from the Parent/Student role

Hello IncidentIQ team! Our school is currently weighing the pros and cons of giving parents and students direct access to IncidentIQ for ticketing, as we have previously only allowed tickets to be submitted through the guest submission portal, and followed up through email. In investigating a way to grant login access to users while providing the least possible amount of permissions, we have noticed that users can look up other users’ assets through the “Add Favorite” button on the “My assets” navigation bar. Additionally, access through absolute URLs is not restricted either. This is not optimal, as a user with an account and a serial number or asset tag could potentially look up the status, ownership, and email credentials of another user, as well as other information we have synced from our MDMs (network details, last usage data, etc). Ideally, we would like parents and students to only have access to the devices that are directly assigned to them, or to their children to aid with t

1608

1 month ago

jo.cpaParticipant

asked in Assets

Who allows Parents to login to iiQ? Security concern?

Curious… do any of you allow Parent to login to iiQ?Are you aware of this security concern? A Parent can see you entire Asset inventory. 😳

884

1 month ago

EReeder 1475f98 weber

asked in Tickets

Unable to add images to tickets on iPad app

Our district recently got iPads for repair techs to use when doing repairs, especially to attach images of damaged devices to existing tickets. When going to add images in a comment on the iPad app, either through the “Take Photo” or “Add from Photo Library” options, it does not work. Sometimes it loads for a second or two but never adds the image into the comment. We have tested on multiple iPads, all with the most recent iPad OS and most recent IIQ app version, all permissions are available. We also tested changing the image format and that did not resolve it either.

New to IQ users not able to login

I’ve had a ticket open for a bit trying to figure this one out, but no luck, so thought I could try the community. We use Google SSO for all logins - this connection has been up and working pretty flawlessly until the last few weeks. Now, when we get a “new to IQ” user trying to login to IQ, they get an error message saying: “Login failed: That user is not set up in IncidentIQ”. (When I say new to IQ - we had some users that have been here for months just try logging into IQ for the first time getting that message, as well as brand new users trying to login). I see their account info being created with the Google SSO integration within IQ, but for whatever reason it is not letting them login. Any help or thoughts would be appreciated. Thanks!

414

1 month ago

dmanzyukObserver

asked in Integrations

Need help with using {Asset.x} variables with webhook during ticket creation rule

Hello, I wanted to ask if it is possible to be able to use the {Asset.x} data point variables in webhooks to send to a google chat when a ticket is created, or is it only limited to {Ticket.x} variables?This is the webhook code I am using:{ "cardsV2": [ { "card": { "sections": [ { "widgets": [ { "decoratedText": { "icon": { "materialIcon": { "name": "devices" } }, "topLabel": "Device Model:", "text": "<b>{{Asset.ModelName}} || {{Asset.ManufacturerModelName}}</b>", "wrapText": true } }, { "decoratedText": { "icon": { "knownIcon": "DESCRIPTION" }, "text": "<b>{Ticket.IssueCategoryName} > {Ticket.IssueTypeName}</b>" }

676

1 month ago

MPeters 48079a4 stjacademyObserver

asked in Tickets

Duplicate ticket resolution change?

I’m writing wondering if there has been a change to how duplicate tickets are handled. In the past, I click the drop down next to the Resolve button and select “Resolve-Duplicate Ticket”. Then I select the ticket number that I want to merge to and then it was complete. When I tried this just now, I got an error saying I must choose a resolution action. Is this intentional or is it a bug?

545

1 month ago

MSurovik 2603033 tcisdObserver

asked in Tickets

Special ticket issue access via groups

Is there a way I can create a custom group (ie. Secretaries) and only allow that group to put in certain tickets (ie. broken crash bar on door)??

202

1 month ago

SNorton 883c113 cumberlandObserver

asked in Assets

Exporting Agent/User Devices on excel

How do I choose an agent to print and export a report of devices/assets of one user

202

1 month ago

jo.cpaParticipant

posted in Tickets

Does anybody find the ticket input or choice of system/issue poorly implemented?

We often get tickets that are misclassified because sometimes Staff/Faculty do not know the details of a system / issues.The fact is that the ticket input for system/issue is very limiting and does not allow search until some choices are made. Even then, the search does not seem to be recursive… thereby limiting the options presented.Is this a common situation for others? Would you like to see better system/issue type choice AND recursive search?We’re trying to make the most of rules and analytics… but this is all dependent on proper “original” choice of system/issue.

366

1 month ago

AMeyer Greendale SchoolsParticipant

posted in Tickets

Forwarding an email to an existing ticket via API?

I asked about this in iiQ’s office hours today and here I am with my question.Found a similar one here.We send our repairs to a 3rd party. They have a web portal we use to submit the requests, which generates an email to the agent. We’d like that email to make its way back to the iiQ ticket.We can save the email as a PDF and manually add it, but if anyone has used the API for something similar, I’m all ears.

439

1 month ago

bwilkersonContributor

asked in Assets

Something going on with assets not showing up?

When I click on a user it shows no assets assigned to them. If I check the asset tag it shows it is asigned though.When working in a ticket and I go to select asset it shows no asetts in the room.IIQ has been very unreliable for the past few weeks.

12220

1 month ago

AKramar 41778c5 wwrsdObserver

asked in Other

Triggered Text Message

Has anyone ever set something up that sends a user a text message when something is triggered? Not looking for an IIQ notification, rather an actual text message to a cell phone. Thanks!

517

1 month ago

JAiello 3501f07 sd13Observer

asked in Tickets

Ticket Template for multiple locations

I am creating a ticket template for multiple locations scheduled for work to be done at the end of the school year. When that date rolls around is one ticket opened for all locations or a ticket opened for each location?Thanks!

609

1 month ago

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