Ask the Community

How are you going about being notified of New Tickets other than logging into and living in IIQ all day?We don’t auto assign tickets quite yet, as there are only two of us, and we try to prioritize them and work them as we get them.  I have noticed, that when new tickets are submitted by my users, that neither of us get email notifications.  The only way either of us know about a new ticket is if we look for new tickets in IIQ.I don’t see an option for “Ticket Creation” notifications for Agents in the Site Settings.  What is the best practice here?Thank you all in advance for your help. 

I have had a staff member ask if she can adjust the contrast with IQ.  She has her computer set for everything else but the white background takes away from the words.  Maybe make the text darker??

Good Day All, Has there been a recent update that has changed the way scanning a user name into the checked out to box behaves? In our district we have agreement forms and I have made it where the agreement form has a barcode for the device and a barcode for the user name. Recently I noticed that when you scan the username into the checked out to area it no longer works as it use to.  When you look in settings you see an option for barcode scanning behavior for assets but not for users.  Has anyone else been scanning usernames and is now seening this issue too? Using Chrome Browser Version 115.0.5790.111 

Is there away to apply a newly created rule to existing tickets. After receiving a few tickets and going in to add subtask we created a rule to create those subtask on new tickets. Is there a way to add those new subtask to those existing tickets without having to go through each one and create them?

Can a staff role have the ability to view “Asset Explorer” with a custom policy that will allow them to view thier own location assets. This will be for a site Library media tech. Dont want to give them Agent access to avoid them from interacting with techs working on tickets.

does anyone know how to configure an approval process for tickets?

Recently we were looking into our checkout process and one question came to mind and i've never tested it. Is it possible to have multiple people sign in to one account and do batch checkout? We would like to be able to do this for our checkout so i do not have to go to each individual account and promote them.

We’ve recently unveiled a new logo for our district, and I’ve noticed the old logo still hanging out in Incident IQ, how do I go about changing that? 

I have a dilemma which may require the collective brainpower of this community to figure out how to solve it. Currently, when a new contractor is being brought into a school, the office manager creates a contractor onboarding ticket,  The parent ticket has required fields like name, role, start date, end date - those fields are mapped to sub-tickets. The parent ticket is assigned to the building tech to deploy devices and the sub-tickets are for tasks like assigning badge access and adding the contractor to Campus (which triggers an automated account provisioning process).  This all works beautifully. Here’s my dilemma.  Once the building tech resolves the parent ticket, we don’t have a mechanism for knowing when the end date is approaching so we can arrange to get the devices back.  I suppose the building tech could put the ticket on hold and add the end date to the ticket subject and then watch their queue for when that date is near.   That ticket could be in their queue for the enti

I’ve added a custom user field and set it for the student role. I would now like to map that field to data from our SIS data sync. Is this possible?I see my new custom field in User > Edit User. However, I do not see it show up under the mappings in my SIS app.Thanks.

I’m new to IncidentIQ so forgive me for asking simple questions… I’m an admin that wants to “jump” into an email conversation between the agent and the user concerning a ticket…  a simple “has this been resolved”? and I want to make sure it’s in the email chain on the ticket itself… is there an easy way to do that …? I’m not the agent or the requestor and I can’ figure out how to butt myself into the conversation 

Hey guys! What’s the best way to submit tickets on multiple assets simultaneously?Ex. multiple Chromebooks have damaged keyboards.

I know it's a long title, but it gets it all out there. We want to set up 2 or 3 surveys for our district.A random survey that goes out after every 10 tickets in the district (already done) A survey that goes out after a new user submits their first ticket. A survey that goes out every 6 months (the beginning and end of the school year) to every user, preferably every user that has submitted a ticket in the last 6 months.I don’t see many options for combining the filters and whatnot in a way that I can do this, but that might also be because I’m not looking in the right places. If anyone out there has done this or is interested in getting this done let me know!

We are looking to have the functionality to show tickets that have all completed subtickets or don’t have subtickets at all. Is there a way to change what operator a filter is using in the View Designer?

I am still kind of new to all of this, and had a few questions with rules.So can we force a rule to run after a ticket has already been made? a. We have a ticket where the rule didn’t populate the subtickets, even though it is set up like every other rule we have that is working just fine at populating these. I don’t know if it just glitched and is not populating, but it would be awesome if I could force the rule to run, just to see if it would work after the ticket has been made. Is there a way to have subtasks populate on a subticket that goes from one platform to another? a. We have an onboarding ticket that goes from HR to Ticketing, and the subtasks that we have in the rule do not translate over into the Ticketing side. I have added them, and they still don’t show up. I didn’t know if this just isn’t actually possible, or if I am just doing it wrong. Thank you all!

Is it possible to setup IncidentIQ to bypass the out of box formula where end users need to select a ticket type and then a specific issue and then fill in required information. I would like to have two ticket types (one for Technology and one for Facilities) and then take them right to a form where they can fill in the subject and then the details of their issue. 

I would like to create a set of tasks to be completed when a new student user is created in incidentIQ. For each new user, the workflow needs to:Assign ticket to team A, who will Assign a device, then Assign ticket to team B, who will Confirm user account has been added to proper groups Confirm correct email data in SIS and FinalForms (data entry) Verify the student has been assigned a schedule so account syncing begins successfully Resolve ticketI have a rule that is triggered when a new user is added and attached a ticket template. I added those steps as “resolution actions” in a ticket template, but that appears to represent things that are already complete, rather than steps to be done. What is the best approach for this task?   

Is there a way to change the ticket starting number sequence.  We are up to 42000 in our old system and the new implementation of iiq is starting from 1000, it would make looking back in email and history easier if we could not repeat the number, perhaps start at 50000 or something like that.

The sync runs at 9 something in the mornings. How do I change it to run during the night?

We are using the Remote Support Ticketing landing page as a more simplified view for our users to report issues. In the past, when using the “Guest” portion of this page a verification code was not required. However, now that is a required step for users, even if they have a matching account in IIQ via a directory sync.This causes a few issues for us:Not all students have an active E-Mail account, therefore, not all students are able to submit a request. In the past this was not required. That means now staff and students with e-mail addresses will have to enter in a verification code to submit a ticket, adding extra steps. If the user is trying to report an issue with accessing E-Mail, they would also be unable to provide this code. Even if a user has an account in IIQ, they are treated as a Guest when using Remote Support Ticketing. If this can’t be disabled we would need to update our training / steps for all staff and students to either provide information about providing the code

has anyone though about using the API to develop a Stream Deck plugin for a “ticket ticker” of sorts? I’ve got a StreamDeck-XL that i use for tons of things at home and i just recently bought the smaller one for my PC at the office and had a hairbrained idea of having a ticket dashboard profile that would show the number of tickets for each of our locations on the various buttons. i’m curious to see if anyone else has a similar idea

Hello,Is there a way to add an Issue Category to the Software / Online Systems Ticket type and have it appear at the top of the page above where it says ‘Which software or online system is this related to?  I was unable to find a guide for this Ticket Type so can you please share if you are aware of one? Additionally the search box isn’t working.  Anything that I type in the box comes up with ‘No results found’.

When an agent is out unexpectedly how do you take them out of a rotation so they do not get automatically assigned tickets? 

We have assigned rooms for our users such as staff. We also have rooms for our assets such as a LCD panel.How can I automatically assign the owner of the asset based on who is assigned to the room from the user.  User details: Assigned room   Device details: Room and owner  ThanksRon

Hi friends,Our district is defining service level agreements (SLAs) as they pertain to cybersecurity incidents.This is an important topic for us—and many other schools—as we build out a more robust cybersecurity response plan.We are looking for a means by which, if an SLA in iiQ is breached, affected ticket(s) will be auto-escalated to another user or team.For example:End-user submits iiQ ticket about potential malware on their device. SLA defines any cybersecurity threat as requiring an agent response within 48 hours. If agent does not respond to ticket within 48 hours, then SLA has been breached: Automatically escalate ticket to security team (admin) for review. Is there anything in iiQ’s rules engine that can help us achieve this? I see a condition called “SLA Response Time”, though I’m not sure what other information I would plug in here to achieve the desired results:Maybe something with this SLA condition in the rules engine?Any assistance would be so appreciated! 😊