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1784 Topics
J
josborneObserver
asked in Tickets
Agent Ticket Collision

It would be great to have a visual indicator when you open a ticket to see if there is another agent actively viewing the same ticket. Some companies call this “Agent/Tech Collision” and it prevents something being double worked. 

151
Kathryn Carter
M
MeganrObserver
asked in Tickets
Agent Data

Is it possible to view all agents’ data on one page.  For example is there any way to create a view with all agents showing their current total open tickets as well as their resolved tickets for the week?  It would be useful to have this data in one spot to monitor and compare 

361
A
J
JSanic 607fe2f friendsObserver
asked in Tickets
Adding follower based off custom field

Is there a way to add a follower to a ticket based off a custom field that is required to be filled out on a new ticket? I am trying to create a rule that will add a follower based of one of our custom fields but when I see the follower options I only get these threeI see that on the asset options I have “Set asset owner (by Custom Field)”. I would like to know how do I activate this feature for the follower options.

533
JustinRaynor_iiQ
S
STPittsingerObserver
asked in Tickets
How do you handle what would normally be a group ticket?

Here’s my example - Several teachers are getting the same error in Lanschool.  Right now each teacher submits a separate ticket and I put them together in a work package.  Is there a better/different way to handle tickets like these?

731
Kathryn Carter
S
STiffany 140a147 ahschoolsObserver
posted in Assets
How do you handle the recycle/transfer process of devices?

I work for Anoka-Hennepin Schools and am wondering if anyone would be willing to share how your district handles recycling of devices and/or  transferring devices between sites. We have a fairly cumbersome process that we are hoping we can streamline a bit with Incident IQ. We use SCCM, Jamf, Google Admin console and Destiny. We coordinate pickup and transfer of devices as well as movement between OUs/Sites in the management stations. An outline of our process is below.Site TechOpens an iiQ ticket Fills out a Recycle/Transfer spreadsheet (include all devices being recycled or transfered - it includes SN, Destiny barcode, device name, model, type) Links the spreadsheet to ticket Fills out a warehouse transfer form which is attached to the device/s -  This also schedules the warehouse to pick up the devicesDistrict TeamReceives the iiQ ticket Removes or moves the devices in our device management systems (SCCM, Jamf, Google Admin console) - Depending on the request (recycle vs transfer) w

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J
JEnder 160d9cf coloradoacademyObserver
asked in Assets
Asset groups vs. views

We just started using IIQ and I’ve looked through a decent amount of it thus far, but there’s still plenty to do.One of my quandaries is, what is the difference between a “view” and an asset group? In looking at both of them, they look the same and the only difference is the name. When I open the “view settings” part in both that looks the same as well. What am I missing? Why do both of these exist if they’re the same thing (or so it seems)?

564
J
MLocke 773d4ae eacs
MLocke 773d4ae eacsObserver
asked in Assets
MDM Fields in Export Missing

We recently deployed ~800 devices to our staff and are trying to run reports in IIQ to make sure the right device got assigned/signed into. We used FileWave as our MDM and the app sync is working correctly.In IIQ I have created a custom view of the 800 devices we recently deployed. I have the columns selected to show the asset tag number, the owner, and the client device name. The client device name is a app field from the MDM app that gets synced. It is one of the pre-populated app fields when you setup the sync.What happens is that on most of the assets the client device name field shows up correctly in the view. But on a few assets that field is not showing up at all in the view. But if I click on the asset it shows up perfectly fine and says the asset is syncing with the MDM.Curious if there is a trick or something I need to do to get the view to show the updated fields from our MDM sync.Thanks!

201
Kathryn Carter
T
TCunning 583467e pfisdObserver
asked in Users
View/Alert of Fee Tracker balances

This may be an enhancement request.  Previous product, the fees followed the user and our registrar’s or campus admin’s could see that they owe for something when they try to withdraw or register at another campus.  I don’t feel I can ask them to run a report each time to see if the student is on the list. They are already on the screen to see if the student has any prior equipment still checked out. I really want them to be able to see the Fee Tracker information as well without making them agents.How are others addressing this?

628
Kathryn Carter
M
MDEGENNARO 277330c fpsObserver
asked in Other
Missing Icon

On the left side of my screen, I accidentally removed the Assets icon.  How do I get it back?

264
Kathryn Carter
K
KMcCoy 40c1d5 penntraffordObserver
asked in Users
Detailed invoice reporting

Hello, we were looking for a way to get more detailed reporting from our outstanding invoices.  We’ve used the regular reporting function under fee tracker but my director would like a way to sort by location (school) and a way to single out only unpaid invoices so we can give a report to individual principles showing just the unpaid invoices for their individual schools.  As far as I can tell, I can only export all the invoice data to one spread sheet and then we have to manual separate and sort it.  Can anyone point me in the right direction or offer some ideas for what I’m trying to do?Thank you.

231
Kathryn Carter
E
ENelson 5407eb1 ahschoolsObserver
asked in Tickets
Subticket assignment help

When creating a subticket with a rule or template can I assign the requester to work the subticket automatically? We are trying to set up iiQ to create subtickets automatically when a certain ticket is created, and have one of those assigned to the original requestor of the parent ticket.We have tried setting the ticket template set to “assign to submitter” as an “action” but something seem to be conflicting with that and It keeps going to “System Service”

602
E
A
Contributor
AWhippleContributor
posted in Tickets
Rules Engine Organization

We use many rules for assigning tickets, creating subtickets, assigning SLAs, sending Webhooks, etc, which has been great, but we have gotten to a point where we have 75+ “When Created” rules, which all affect tickets differently. Part of it is on us, we are trying to simplify and reduce the number of rules, but we also just have many rules that do different things, so not all can be simplified. All that being said, my question is this: How do you keep track of your rules, what does what, and making sure new rules are placed correctly? Do you use rule names to do it? or do you have another method? I feel like there is an easier way to do it, but maybe I’m missing something. Thank you for the response!

441
EStapf_iiQ
C
Contributor
CLee 1176405 shakopeeContributor
asked in Tickets
Comment / Note added during rule

Thinking this isn’t currently possible or I am missing how to configure. There are a few tickets that when they hit rules for routing and such we would like to add internal message/note of process to follow.  I am not seeing anyway to do that in the rule process has anyone figured out a work around?

503
GWeiland_IIQ
SFowler 11770b7 egcsd
SFowler 11770b7 egcsdObserver
asked in Other
Parts, Purchase Order, Search

In our district, we would like increased functionality in the Purchase Order screen.  Right now the search feature on the page only searches the the PO number, and doesn’t search all other fields. We request that there is either all of the PO’s listed to be able to use “Ctrl+F” or be able to search the rest of the fields. 

141
Kathryn Carter
S
SSchlomann 4706981 sdwObserver
asked in Tickets
Auto Assign to ticket creator

Hi all brand new to IIQ so if I am posting in the wrong place please be gentle.My question is there a way to have a rule auto assign a ticket to the creator.  I created a category called To Do list and will use that to track my personal project list.  Wondering if I could create a rule that when that category is selected it auto assigns to the person that created it.    

819
Kathryn Carter
R
RSpino 403f971 e2ccbObserver
asked in Tickets
Labor Hours Report

I need a way to be able to pull these labor transactions into separate lines on a spreadsheet.  Does anyone know how to do that??  Every report I do either combines the total labor hours or it will give me 2 lines but both lines have both labor totals.  This should be very simple to do since each labor transaction is its own record.  

311
Hannah Bailey
J
JDePue 543a351 ipsObserver
asked in Other
Set Working Days

We use iiQ at a public school, and have an SLA set to respond to tickets within two working days. How do we set the calendar so our breaks days do not count as working days?

321
athaxton_iiQ
M
Contributor
MaryReedContributor
asked in Apps
IIQ Location is wrong

I need help resolving a problem.  We use Infinite Campus, which syncs with IIQ.  Recently, we had an issue where our Google SSO failed one night, specifically with the groups.  I don't know if that has anything to do with it, but we resolved it the next day.  A few days later, I noticed that our district employees' locations were based on where their children were enrolled in the district.  For example, my location is Central Office, and my daughter is enrolled at the High School.  My location is now set for the high school.  If I change my location manually after it syncs that night, my location changes back to the High School.  The problem we now have is when employees submit tickets, they route to the wrong location.  We also have several staff and students in the unassigned (Temp) location.  IIQ support said the issue was on our side; however, our locations are correct in Infinite Campus.  We use One Roster, and I'm unsure if that has anything to do with it.  I do not have access t

9011
Kathryn Carter
C
Contributor
chewbContributor
asked in Assets
Export Room Detail

I am trying to export detailed room information into a spreadsheet and it will not. I see it on the screen, but when I export it, it only shows the building and not the room.  Attached are what I need and what I get.Any help on how to get the “gondola f” portion of the room information into the spreadsheet would be much much appreciated as I am attempting to look for these assets.

334
Kathryn Carter
L
lkinslowObserver
asked in Assets
device on ticket watch list

I was looking to see if we had the ability to have a device placed on a watch list for actionable tickets. For example. SN# XXX has a history of 5 or more tickets with same type of issue. Place it on a list to be alerted if it returns with the same issue again within say like 30 days.

141
Kathryn Carter
D
DAdmin 560bcc4 ccslObserver
asked in iiQ Facilities
Remove Time Entry

Hello everyone, I am going through the facility tickets and as one of the resolution actions is “repaired” but it prompts for a time entry (the time it took to repairs). Is there a way to remove the requirement to enter the time entry when selecting Repaired as resolution action 

101
Kathryn Carter
J
JSnodgrass 836fc4 ysd7Observer
asked in Tickets
Is there a way to display the room number on the default view of tickets?

Often I use the app on a smart phone. It would be nice to see the room number without clicking into the ticket and scrolling to the room number?

8312
A
Participant
M
MWhited 1874319 heartlandaeaObserver
asked in Tickets
Out of Office message on ticket creation

Our office is going to be closed for the holidays. How do we include an out of office message on every ticket creation email?

752
M
E
esamObserver
asked in Tickets
Dynamic Filters

Hi all,Is there a way to create a ticket view that has dynamic filters based off team and location? Maybe iiQ has a permission setting that will do this?We have 10 locations and 3 roles at each location. I am hoping I don’t have to create 30 views.Thanks

363
E
D
DBrown 1738381 ccpsObserver
asked in Assets
Tracking Devices Submitted to the Depot per Day

Is there a way that devices coming into the depot can be tagged as they are scanned so a report can be generated for a daily report?

408
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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