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1898 Topics
A
AJenkinsObserver
asked in Other
Event Log for Site Changes

Happy Friday! We are having an issue where one of the custom Tags we created has been deleted. I am trying to investigate specifically how this happened, but do not see any option for viewing changes to our iiQ environment. Is this a thing? Thanks in advance.

1681
Kathryn Carter
J
Specialist
jclarkSpecialist
asked in Tickets
Require team membership for ticket assignment?

We’re in the process of rolling out iiQ ticketing to our district. In our previous system, we used teams in a similar fashion as we plant to in iiQ, however one thing that’s different is that we made team assignment required, and the agent had to be a member of the assigned team in order for the ticket to be assigned to that agent. I noticed that in iiQ this doesn’t appear to be an option. I’m able to change the assignee to any agent on a ticket no matter what team the ticket is assigned to. Is there a workaround for this?

3839
Kathryn Carter
M
Contributor
mfischerContributor
posted in Tickets
Loaners for Daily Forgotten Devices (non-incidents)

We will be new at using this system this year. As we work out the scenarios and procedures we are trying to figure out systematically how to maintain record of loaners for DAILY “forgotten devices” .. I believe we only have two options:(1)  Manage them directly from the Spare pools or within check-in/out   (2) Create individual tickets for each student forgetting their device, then issuing the spare within the ticket.  We find option 2 the most time consuming and likely difficult to process.What is your process? Thank you in advanceMatt

66719
Kathryn Carter
JRood 877c5a lvpioneers
Contributor
JRood 877c5a lvpioneersContributor
asked in Assets
Spare Pool Issue

Has anyone else been having an issue with spare pools where the dashboard shifts to the right and cuts off the check box. It is fine when we are on the first page but when we adjust how many things are on the screen or go to the second page it happens.  Here is a screenshot.  

641
Kathryn Carter
D
DAdmin 803d141 stjacademyObserver
asked in Tickets
Resolution Actions assignment

We’ve recently switched to IIQ as our helpdesk. I’ve committed myself to doing the hard work of setting it up well from the start so we don’t lose effectiveness and efficiency over time. We’ve struggled a little getting use to a different layout. One thing that catches us is the granularity of IIQ. This is one on the reasons we liked it but we’re finding setup can be a bear. We recently realized that our Resolution Actions were set to whatever the issues defaulted to (which doesn’t appear to have any rhyme or reason). If we added issues, not even custom issues, no resolution actions were assigned. This was having a negative effect on how we were resolving our tickets.I found the article in the knowledge base “Editing and Creating Custom Resolution Actions” which helped me add some custom resolution actions and informed me how to update others. Adding Resolution Actions turns out to be quite cumbersome. After a consideration for my time and a discussion with my team, we decided to “sele

3162
Kathryn Carter
aboyd
aboydObserver
asked in Integrations
Remote Assistance Integrations- What is Reccomended?

We have been using IIQ for help desk management and have separate remote assistance software. We have used TeamViewer in the past and are currently using Dameware. We would like to utilize remote software from within the ticket itself and would love any recommendations for currently available integrations with IIQ. 

1199
Kathryn Carter
D
DRudolph 2530a44 pinkertonObserver
asked in Users
Automatically temporarily flag students for pulling a certain amount of loaners in one week.

I’m sorry if this has been discussed but I was wondering if there was an automated way that we could have a student’s account throw a flag up if they try to get more than two loaner devices per week.We have a massive problem where students won’t bring their loaners back and it’s causing a deficit in our loaner pool. This can lead to kids who generally use their personal device and need a loaner Chromebook for testing, unable to receive one due to none being available. We implemented a “2 loaners per week” policy to deter some regulars but it can be hard/easy to miss if there’s several kids in the room being helped. The limit we introduced has brought out loaner pool back to half instead of 0 like it was before.Ideally, it would be nice to have an automated system where we could limit the amount of loaners per week and it would automatically reset the “flag” at the end of the week. Certain limits associated with students who have loaners out for excessive amounts of time would be fantas

762
Kathryn Carter
P
PSchurr 377f582 njrpsObserver
asked in Tickets
Source of ticket emails

Starting today (Monday 3/20/23), email from IIQ for new tickets appears come from the ‘System Service’ account, instead of the user who submitted the ticket.  It was very useful to be able to see who the ticket was from in the inbox, without opening the message.  Is this a setting somewhere that can be changed back?  vs. 

451
Kathryn Carter
S
SAugustine 96762cb qasonlineObserver
asked in Assets
Importing Assets: Why are all records being skipped?

Hello, When trying to import assets, iiQ skips all records with the message:  User does not have 'assets.create' to LocationId Also, some records say “Model is required”. That issue applies to items where we want to track the maintenance being performed, but there is no applicable model number for the asset. Any help would be appreciated.

743
Kathryn Carter
CBaker 1471f68 rolla31
CBaker 1471f68 rolla31Observer
asked in Assets
How to create a view that shows assets recently in tickets assigned to a specific agent?

I want to create an Asset view that shows recent assets I have attached to my tickets assigned to me? :S I just want it for the dashboard..lol Thank you for any help. 

292
Kathryn Carter
J
jakeObserver
asked in Assets
Staff Verifying Assets

HI,  Is there a way that you can allow users to only verify their own/assigned assets? Let’s say staff/faculty as an example. Not seeing a way to do this unless more edit rights are given. I do not see where you can allow verifications, but no editing.   Thanks,

1992
Kathryn Carter
nburke
Contributor
nburkeContributor
asked in Tickets
Subtask Question

Is there any way to make subtasks required to complete so a ticket cannot be closed without it 

1922
Hannah Bailey
TAnders
Specialist
TAndersSpecialist
asked in Tickets
Sort Order on the New Ticket screen

We have a few district wide tickets that need to be put in correctly so they go quickly to the right Agent. I had accomplished this previously by naming them with a symbol at the beginning, so the ABC Order sort stuck them above all other Software issues. This seems to have changed recently and I can’t get it to go back up there. Any ideas on how I can fix this? It’s causing havoc to our Web Team and Safety Team.

533
Hannah Bailey
A
abennettObserver
asked in Assets
Rule to set deploy date

I am attempting to set a rule that will automatically set a deploy date whenever assets are transferred from "in storage" to "in service." Although I have implemented this rule for devices that are "checked out" to a user, some of the assets are assigned to a particular room instead of a user.I am wondering if anyone has discovered a workaround to enable this feature to work correctly. Any guidance would be greatly appreciated!

563
Kathryn Carter
A
AJenkinsObserver
asked in Assets
Can I merge all data from one location to another?

Hello! We have two locations that have merged into one. Is there an easy way in iiQ for me to merge all of the ticket and asset data from one Location into the other?

473
Kathryn Carter
davecarty
Participant
davecartyParticipant
asked in Apps
Password Assistance App Emails - Password Expiration Date

The guide for the Password Assistance app says this: The Send password expiry emails: Sends out an automatic email to alert users when their passwords are about to expire, based on the Active Directory password expiration date. We are resetting passwords in Google and Azure AD, but aren’t using the Local AD. Where does the password expiration date get pulled from?

1854
J
J
Participant
jo.cpaParticipant
asked in Assets
Checkout duration with automatic return reminder

Is there a method to checkout a device with “time allowed” and then have iiQ automatically send a “nag” for the user to return the device (when “time allowed” has passed)?

823
Kathryn Carter
J
jmerwinObserver
asked in Apps
Error When using Password Assistant

Each time we try using password assistant this is what we receive. Has anyone seen this before?Connecting to Local Ad to get list of users requiring a password reset on next login ** Getting list of password reset requests from IncidentIQ ** Sending byte(s) to GET https://jobs.incidentiq.com/apps/passwordReset/api/microsoftLocalAdSso/queue ** IncidentIQ returned list of 1 queued reset requests. ** The user was found in the core system [CN=Demo Teacher,OU=Test,DC=dlsd,DC=local]. Proceeding to update password. ** An unexpected error occurred. The error message is: Exception has been thrown by the target of an invocation. / at System.DirectoryServices.DirectoryEntry.Invoke(String methodName, Object[] args) at IncidentIQ.Connectors.MicrosoftAd.PasswordReset.Start(Nullable`1 CancellationToken) in C:\proj\Clients\Spark\ADSync\MicrosoftAd\PasswordReset.cs:line 106. Inner exception: Access is denied. (Exception from HRESULT: 0x80070005 (E_ACCESSDENIED)) / . ** Sending password reset request st

1215
Kathryn Carter
DRumpf 570102a apsb
DRumpf 570102a apsbObserver
asked in Users
Hide Users from Agent Search

I am attempting to set up permissions for the librarians/sysops(essentially a site admin instead of district wide) and have most of it down, but when it comes to users, the permissions say they should only be able to see users at a certain site, however, it lets them see anyone. They just get a read only marker for sites that aren’t allowed. Is there a way to actually hide the other sites in the permissions?  

501
Kathryn Carter
C
CWhitley 910fdb7 kusdObserver
asked in Tickets
Creating an agent with access only to software tickets

I’m trying to make it so an agent of ours has access to all tickets for a specific software we use, but tickets within our organization are linked only to physical locations.Is it possible to make this kind of role for an agent, or would we have to only have them listed as a follower on said ticket?

1223
Kathryn Carter
L
Participant
lhofiusParticipant
asked in Apps
Importing Fines

We are switching to iiQ mid-year with hopes to do our end of year device collection through iiQ. However, I am not finding a way to import fines that student’s acquired this school year into Incident IQ. How do I import fines? We do a device insurance program so we need to see fines acquired during the school year so we know how many times the device has been damaged when checking in the device.

1555
Kathryn Carter
M
Contributor
MaryReedContributor
asked in Assets
Only allow schools to see their spare pool group

I don't want Agents/Faculty to see other schools' spare pool groups. When my media specialist goes to Manage Spare pools, she can see every spare pool group created by other District media specialists.

984
Kathryn Carter
D
Contributor
DWallis 434c1d brooklynContributor
asked in Tickets
Reporting bugs

Is it better to report bugs through the community or through IQ? Is there a current bug list that are being worked on?

811
Hannah Bailey
K
KMiller 9871b12 hermitageObserver
asked in Users
User Login Activity

I used to be able to view a student user and see which chromebook they last logged in to but recently that information has been removed. Is it on another screen that I’m missing? 

652
Kathryn Carter
J
JENNYObserver
asked in Assets
Chrome OS doesn't show on export

Chrome OS is imported from google admin and shows when I view assets individually, but when I want to export I can choose chrome os as a column, but only zero’s show populated in column.  

271
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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