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2083 Topics
sbattis
Contributor
sbattisContributor
asked in Tickets
Create an issue category that does not require asset selection?

We have an issue category (“Loaner Pool”) that we use to issue spare equipment. For example, a student walks in and needs a spare charger for the next period… we create a ticket for a model (e.g. “Apple USB-C Laptop Charger”) without specifying a particular asset and issue a spare from our pool.This lets us track who has which loaner device, while also making it easy to not create a history of tickets that are, basically, irrelevant to, say, their laptop (there was nothing wrong with it: the problem was with the student forgetting their charger).To close these tickets, we have to both return the asset (of course) _and_ ignore the requirement to select an asset.I can see in Site Options where I could turn off “Require Assets to be Confirmed” for _all_ tickets. But that seems… *bad*. I just want to turn it off for those tickets in the Loaner Pool category.Ideas? 

1996
Kathryn Carter
T
t.haasObserver
asked in Assets
Checking out consumables and small items?

We have a need to show that we’ve checked out items such as a stylus, a charger and a sleeve/case to a student or staff member.  How are others handling this as IIQ doesn’t support this natively?  At present we have designed a powerapp that integrates with IIQ and a custom field for each item.  Ideally I’d like to be able to add these as parts and check them out that way so it has a nice inventory record, but we haven’t been able to do that yet. 

3054
Kathryn Carter
R
RRolfsObserver
asked in Users
Changing from staff to agent

Where are the instructions on changing a person from staff to agent.

1333
R
P
PThornhill 297ebe1 denisonisdObserver
asked in Assets
Merge Duplicate Device history

We have had some issues arise that we need to be able to merge the user and ticket history on duplicate devices due to CloudReady Chrome devices were updated and the CloudReady Serial number (Mac Address) was changed to the actual Serial number of the device by Google updates. Support was able to merge the bulk of these devices but do not seem receptive to merging stragglers that we find after the initial merge.  We are told to search our deleted devices in iiQ for the same asset number.  This is not ideal at all.  Since we are able to merge users at Admin Level, I feel like merging Devices should not be an issue.  ??

971
Kathryn Carter
C
CManzano 837e374 lawrenceObserver
asked in Tickets
Adding a function to allow emails to be forwarded to an existing ticket

Please add the function to allow agents to forward new emails coming in to an existing ticket when they are related. Users do not always reply to the ticket already made. 

541
Kathryn Carter
R
rymcdougallObserver
asked in Assets
Searching for multiple assets

When working with multiple assets, using a scanner to create a list of specific items is amazing. Then you can bulk update. However, if you don’t have a scanner handy, how do you search for and create a list of multiple items that can be bulk updated?

1344
Kathryn Carter
G
GBertollini 7398db fultoncsdObserver
asked in Other
Sort by - Then by"

If it isn’t already available, I would like a way to take my custom view and sort it by “Location”, and then each location by “Submitted”, so when I go to a location, I can more conveniently see the oldest tickets first, instead of looking for them. Any help is greatly appreciated, and I apologize if this is a duplicate request.Cheers! 

551
Kathryn Carter
DRumpf 570102a apsb
DRumpf 570102a apsbObserver
asked in Tickets
Is there a way to have multiple keywords in the rules engine from email?

So we are working on setting up where someone can email to create a ticket and are wanting to implement a rule to assign to a team/person based on subject or body keywords. Is there a way to add more than one word in a single rule or do I have to keep writing OR statements?  

1838
Kathryn Carter
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. .  

1864
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?

878
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

724
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.

411
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.

2438
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.

532
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, 

28010
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.

1272
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?

2643
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

211
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?

321
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?

351
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.

1613
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!

841
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!

1104
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.

1493
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?

1525
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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