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1991 Topics
C
CNguyen 4030c8 ladueschoolsObserver
asked in Tickets
Not receiving replies from vendors

I have a question about requestor ticket replies.  We have a few vendors that will alert us of safety and security concerns from within our network.  What we see currently is that a vendor will email an alert to the help desk, creating a ticket.  An agent will reply to the ticket and according to our vendor they then reply back, but the vendors reply is never received.  I’ve determined this is due to the ticket unique reply-to email address that is created for each ticket.  We have confirmed with this vendor that SalesForce (their ticket system) does not recognize the reply-to field.  Is there a way to fix it this so that the replies are received and added to the ticket?

261
Kathryn Carter
L
LadybugObserver
asked in Tickets
Ticket Template - Creating a generic template - Asset and Location inputted after template creation when template is being put to use

When creating a template, an asset and location (and even the issue) are required. Objective is to create a generic template for a particular issue. Then when wanting to submit bulk tickets for an allotment of devices using the template.Unfortunately, an asset has to be associated when creating the template. Then when using the template for the bulk allotment, in the description the associated asset is listed in each ticket. Eventhough the different assets are properly attached to the tickets. Causing you to have to open each ticket to correct/amend the asset in the description to match the asset attached to the ticket. Frustrating and counterproductive. 

542
Kathryn Carter
G
graeme_godzykObserver
asked in Other
Hiding Parts

Hello,Is there a way to hide parts that are no longer used, ie toner that is no longer used in active printers?  Also, if not, if the part is removed from the list, will the activity stay with the tickets that are linked to them or will that information also be deleted.

121
Kathryn Carter
C
courtney-longObserver
asked in Integrations
Vanco Integration

We are exploring the Vanco integration for fee management next school year. Our district currently uses RevTrak (which owns Vanco).Questions:Can parents/guardians pay fees directly in IIQ with this integration? Does the integration pull data directly from Vanco into IIQ? What's the differences between using Fee Tracker and the Vanco integration?If your district currently uses the Vanco integration, we'd appreciate your feedback on these questions!

351
EStapf_iiQ
JBrown 510fc30 misd
JBrown 510fc30 misd
asked in Tickets
Quick Ticket Template?

If this question has already been brought up, forgive me for digging it back up. Is it possible to create a ticket template (with the perk of being able to attach an asset to the ticket) but make it accessible on your dashboard like a quick ticket?

534
A
Participant
L
lluckertObserver
asked in Tickets
Linking Knowledge Base Articles to Ticket Action

Is there a way to link a knowledge base article to a ticket to send to the requestor as part of an action? For example, I have a bunch of teacher guides in my google drive that I share in a comment to users and close with a “provided training & support” action. Is there a way, if I transfered those drive articles to the knowledge base, for me to directly link a KB article to the ticket with a resolution action? (instead of having to go back and forth between systems)

973
Kathryn Carter
J
JSmallwood 743671a pikekyObserver
asked in Assets
Verify Asset Permission Only

We are looking for a way to assign only the verity permission to a certain group of District Level Tech.  We do not want them to be able to edit or delete the asset, just verity it.  Can this be done and if so what permissions would need to be set?

361
Kathryn Carter
lmullett
lmullettObserver
asked in Tickets
Custom Column Name in View

Can we change the name of a column in a view?  Example is we need to export the “Requested for Email” to use in another import/script but the column header needs to be specific like “User principle name” so we have to do the export of the view then change the column header each time.  Was hoping there was a better way.

231
Kathryn Carter
J
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!

13715
RSmith_iiQ
A
AThao 38030ce jacksonschoolsgaObserver
asked in Apps
Need help finding solution to Intune MDM location mapping

Hi all. I just noticed that Intune is not creating new devices because I have set the default location mapping to “none.” I was hoping it would solve the issue of not being able to manually set device locations. I was also trying to create rules to control the location but I have encountered this new issue where new devices are not being created because a location is required. Some potential ideas I have are:Turn location mapping back on Devices will be automatically created by IIQ Locations cannot be manually set as an Intune sync will kick it back to the default location mapping Devices will have a default location of “Unassigned” This will affect the accuracy of site numbers Keep location mapping off Devices will have to be manually added to IIQ Intune MDM will not create new devices Room for error, discrepancies, etc… Location can be manually set and changed Accurate site numbers - subject to accurate device imports Turn location mapping back on and take another sho

11610
A
P
PHolcombe 820bae5 everettsdObserver
asked in Assets
Asset View Foldering

I’m looking to clean up my options once I click on Assets.  Right now I have 14 views that list out every time I click.  This makes it so I have to slide/page down to get to the ‘Check In/Out’ option.  This is especially tedious to do on the mobile app.Is there a way to create a folder system for my views so that I can group them and thus shrink the number of views on my top level?

271
EStapf_iiQ
D
DLeyden 4909d0d pcaObserver
asked in Assets
Filtering asset views by attached files

Are there any ways in IncidentIQ to programmatically (or through a report) access files that have been attached to assets? Or to create views that filter assets by whether or not they have files attached to them?We are interested in tracking images of damage, repair document history etc to assets vs tickets, so we can keep a better overview of the history of damage on devices.

271
abrun_iiQ
T
TXiong 5305b7a musdObserver
asked in Other
Import documents

Various departments already have documents we’d like to put on our KB. The documents are in pdf/word/excel format. Is there an easy way to import the documents to be used as a KB article?

161
Kathryn Carter
Michelle_Williams
Michelle_WilliamsObserver
asked in Tickets
Filter by time stamp

Is there a way to filter by submitted time stamp or closed time stamp?  I would like to be able to look at how many tickets are submitted at certain times of the day, and I would like to see how many tickets are closed at certain times of the day.  For example, how many tickets were closed by agent x between 8am and 10am.

332
Michelle_Williams
R
ROddo 377ae38 sloanObserver
asked in Assets
Search by IP or MAC adddress

We are battling students bypassing our web filtering, when they do this our web filter just reports an IP address instead of a username. I know the IP address is in IncidentIQ and that would tie it to a device thus tying it to a student. Is there anyway to search by IP or MAC address?

322
R
R
RMartinez 8577640 tusdObserver
asked in Tickets
Is there a way to add a "Yes/No" to required fields in the ticket progression?

I recently created a required field for our Chromebook repairs to always needing a part… I did not think of the simple fixes that do not require a part. Is there a way to add a “Yes/No” choice to the field or update it using an “IF” with a comment like “no part needed”?

643
Kathryn Carter
G
GEspinal Parada 6803647 cfbisdObserver
asked in Assets
End of year bulk reset iPads

Via iiQ and google admin we’ve set up a great workflow to bulk powerwash CBs, has anyone done anything similar with iPads? We are testing intune and iiQ to see if its possible. 

392
A
Participant
K
krhilbyObserver
posted in Tickets
Schedule date for ticket to open without using template

Is it possible to create a ticket but schedule a time in the future for the ticket to be open? I see that ticket templates can be scheduled, but I’m curious if it can be done without a template.For example: With a temporary employee, I would like to create a ticket and have it open on the employee’s final day as a reminder to suspend accounts, collect assets, etc.OR I have a random task that needs to be completed 3 weeks from now, so I would like to create the ticket today (while I remember it) but have the ticket open in 2 weeks.

26010
lpreedom
Contributor
S
SNijjar 67f350 highlineschoolsObserver
asked in Assets
Looking to find a way to show the ethernet mac address in IIQ for all Intune devices

Hello When looking up a asset in IIQ the information for the ethernet mac address is not showing up in the networks details in IIQ. I am wondering how I can resolve this 

641
M
J
jmayesObserver
posted in Assets
Technology Accessories

How do you handle technology accessories that are issued with a device - ie: power cords, Apple Pencils, hubs or any other accessory without a serial number? Specifically for Staff - retiring/resigning staff that return equipment and say they weren’t issued certain pieces 

775
Kathryn Carter
J
JBarrett 943750d scschoolsObserver
posted in Integrations
Is there a way to disable a Google user account with IIQ

We use Google SSO to set up accounts for both our staff and students. Our SIS app (Infinite Campus) pulls in stuff like courses, grades, and status. But, when these students leave or graduate, their status in the SIS gets switched to inactive. That's all good because we've set up data mappings to change their roles from "Student" to "No Access." This way, we can keep track of the number of students and devices we have throughout the year.The issue we're running into is that IQ isn't assigning the "No Access" role because of a message we get from the SIS sync. It says “This user is inactive, but we can't change the role to NOACCESS because they've still got an active SSO account and the role mapping isn't set up for this app." I've talked to IIQ support, and they're saying that since the best way to make users is through Google SSO, I would need to disable these users Google accounts first.So I'm looking for a way to use IIQ to help me disable these users Google account based on the SIS

24112
J
KSchmus 577346 mybedford
KSchmus 577346 mybedfordObserver
asked in Users
Student History Report

I need a user history report, NOT an asset history report. Does this exist?

696
Kathryn Carter
M
moffittpObserver
asked in Tickets
Rule for when requester replies

Our agents wanted a rule / status change when a requester replies to a ticket. I created a custom status “Waiting on Agent” with the workflow stage “In Progress”. I created a rule that should trigger when a requester comments, the status changes to ‘Waiting on Agent”.However it seems that I can’t get the role to filter out when an agent comments (however, if they select “waiting on requester” it will change the status). I do the help desk, and assign tickets to other agents. So if I commented, it will say “waiting on agent” (which is not what I wanted for the rule).   Here is the original rule I had:   I made a copy changing the status (only close if required steps) and excluding agents instead)  None of these seem to prevent the rule from triggering when an agent comments. Is there a piece I’m missing in my  rule condition or is this related to the custom status workflow stage “in progress” somehow? Any advice is appreciated!

513
Kathryn Carter
R
Contributor
RWatsonContributor
asked in Tickets
Ticket varibles for subtickets while using rules

So not sure if this is possible with rules. We have a rule when IQ receives an email from Classlink OneRoster. (system we use to create staff accounts in AD and Google) to create a ticket for onboarding a new user. We have detailed information in the descriptions about that user.On that same rule we have IQ create subtickets for things like setting up a phone and another subticket for ID and another for sending a welcome letter to the user.  Is it possible to pass variables from a parent ticket to a subticket and doing that through rules?   

837
Kathryn Carter
D
DOliver 8708490 wccusdObserver
asked in Tickets
Automatically Change Team when Assigning Agent

Need agent team to match when reassigning. Example: Ticket is currently assigned to Jane and Team A. Jane reassigns ticket to Ralph in Team B. Ticket stays with Team A unless manually changed. Is there a way to automate the team change based on the agent? (without setting a rule for EACH agent)

1287
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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