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1946 Topics
J
JPfahl 2700ebc lcscObserver
asked in Tickets
Fee Tracker

Can admin modify the PDF statement to add a footer to the statement that prints, not the email. 

482
Kathryn Carter
rgudgen
Contributor
rgudgenContributor
asked in Other
Incident IQ Knowledgebase custom visibility

Hello,Is there a way to set up a custom visibility option for specific agents on my team? Ideally, I’d like to assign a custom role (e.g., Helpdesk) and apply it to specific categories or articles in the IIQ Knowledge Base. This would allow us to control access more effectively.Our team has many process-related resources stored on Google Drive, but we’re working on organizing them while ensuring they aren’t shared with everyone on IIQ.Thank you for your time,Royal Gudgen

432
rgudgen
Contributor
D
DHill 5633177 randolphObserver
asked in Assets
Spare Pool Issue

I entered about 15 devices in a spare pool. The spare pool tab says I have 2 devices and when i click the tab it shows 15 devices. Any suggestions how to correct this issue with the spare pool?

968
D
A
Participant
akorkishkoParticipant
asked in Other
Custom Fields from SCCM into Asset View?

I am mapping a computer name (NetBiosName) from SCCM to IIQ, making a new Custom Field (WSD Computer Name). I can use this custom field in making a filter for the views, but I don’t know how to attach it to the default Asset view when looking at a computer. Does anyone have an idea how to map a custom field from an App sync to the asset view?  

9911
J
Specialist
J
JAlspach 157bd05 shastacoeObserver
asked in Assets
Asset Verification in person ONLY

I would like my team to verify Assets in the field using the phone app, when they physically touch them. This helps to ensure we know with certainty that on such and such date the device was where it was expected.I do not want to force verifications through a ticket because too often, someone has opened a ticket for someone else and the system is not asking to verify the right hardware anyway. Also it would rely on the end user finding the serial number and such.I set up verification policies which seemed great but now each hardware related ticket will not close unless the device in question is “verified”. Is it possible to do what I am hoping to do? Thank you for your help on this otherwise great product!

692
J
JAdkins_iiQ
JAdkins_iiQiiQ Community Manager
asked in Other
Can I exclude breaks, holidays, weekends, and non-working hours from SLA calculations?

I don’t want the weekends to be included in our SLA calculations. Is it possible to exclude them?

4045
Kathryn Carter
ZGarber 4208988 glshelp
ZGarber 4208988 glshelp
asked in Other
Rules Help

We are hoping to create a rule that triggers every X number of times happening. Students are disciplined based on the number of times they have forgotten their Chromebook or have broken so many parts. We are hoping to create a rule that is triggered after we close a ticket a 3rd time, or 5th time, not every single time.

625
Melissa_iiQ
M
Contributor
mwhiteContributor
asked in Other
Can I change the permissions for the Global permissions?

I am just making sure what I believe will happen, will happen. We would like to change the Global Agent Permission to have less permissions.  Therefore, if we make the changes to that Global permission, any user that has the Role of Agent will then get the reduced permissions? Then we can build another permission for “adding” additional permissions to various users? I appreciate the confirmation.

435
Melissa_iiQ
J
Participant
jo.cpaParticipant
asked in Other
How to use API to check in device/asset

Does anybody know the location in the API docs to check in a device/asset via API?

66716
Kathryn Carter
JHudson 207a71b trinitybasin
JHudson 207a71b trinitybasinObserver
asked in Tickets
Closed Ticket View; Resolved By (agent)

I may be missing something; can someone point me in the right direction?  Help me figure this out.I can view closed tickets, specifically Resolved tickets, for a specific period of time… what I can’t figure out is how to view those resolved tickets and which specific agent resolved the ticket?  I want to know how many tickets were resolved by a specific agent.  It doesn’t matter who the requestor was or who the ticket was assigned to, I want to know which agent actually resolved the ticket… hope this makes sense.Please help me figure this out.. I hope i’m just missing something easy. 

783
Kathryn Carter
N
NSchroeder 2202fcb arrowheadObserver
asked in Tickets
Parent Room Not Transferring To Subticket

We use subtickets that has the parent ticket in Facilities and then a subticket gets generated when a certain question in the parent ticket is answered accordingly. The subticket then gets switched to the Ticketing side via rules. We are having issues with the room not being transferred to the subticket from the parent ticket.

6610
Kathryn Carter
S
SGANESH 603b992 jcboeObserver
asked in Tickets
Agents reassigning tickets to other agents

Hello, is there a way to have agents reassign tickets to other agents or admins. Oftentimes, we have tickets that come in, in which the agents do not have admin rights or access to solve the issue, so they would have to notify one of the Admins in our central office building.  Sometimes we also have staff members that change school locations without notifying us, so their location might be for the wrong school / wrong agent.  I currently have rules set up where a ticket gets assigned to an agent based on the requestors school location. We also have per diem intern technicians who go around to all the schools and assist our main techs, they would need to be able to create tickets for the locations they are at. But once they open the ticket for a school, it locks the ticket and assigns it per my rules

574
AHolley_iiQ
MReid 777163d nbpsnj
MReid 777163d nbpsnjObserver
asked in Users
Survey Reports

Is there a way to get a report of the survey results from the resolved tickets?

501
DDonaldson_iiQ
R
rp2022Observer
asked in Tickets
Filter Tickets by User/Agent who has performed part of the work

We have an agent who helps with some of our tickets, that never gets assigned the ticket directly.I am wanting to filter the tickets we have to see what tickets they have previously worked on.Essentially the flow is:Ticket gets assigned to Agent 1Device gets handed to Agent 2 that performs some part of the work (replaces a keyboard for example) and adds comments to the ticket on the work done. The ticket remained assigned to Agent 1 During this process. Agent 2 is not a follower of the ticket (and can not be) Agent 1 completes the rest of the work needed and closes the ticket upon completion.The desire is to be able to filter on IIQ tickets and be able to see what tickets “Agent 2” performed some work on. I’ve been checking the filters, and unless I’m missing something (which is HIGHLY possible), I do not see a way to filter for this.

333
Kathryn Carter
D
DAdmin 5004319 smithfield-psObserver
asked in Assets
Not a valid GUID

When attempting a bulk import of over 400 assets, system states that 367 of my entries in the Serial number field are skipped due to “Not a valid GUID”The file is a CSV with various serial number formats, but all fields have an entry.

472
Kathryn Carter
K
Contributor
KBremner 76000e4 mtbluersdContributor
asked in Assets
Filter based on Before "Today"

I want to filter assets based on a custom date field. The specific date option allows me to use “before” as an operator but then I have to pick a specific date. I want it to be “before today”. This option doesn’t seem possible in the “moving date ranges” either. !--a=1-->

261
J
Specialist
MReid 777163d nbpsnj
MReid 777163d nbpsnjObserver
asked in Users
Permissions for Media Specialists???

is there a way for a media specialist to scan loaners in and out of IIQ if I give them agent account permissions, or what permissions would they need to have to scan assets in and out?

345
Melissa_iiQ
E
esamObserver
asked in Tickets
Limit ticket access to group

Is there a way to limit access to certain tickets to a team?I have assigned the ticket to a team but other agents can still view it. We want to limit access to tickets that might have sensitive data.Thanks

14816
Kathryn Carter
DAdmin 407d141 mtbluersd
DAdmin 407d141 mtbluersdObserver
asked in Users
Goolge SSO sync disabled all of our users

When our Google SSO sync ran this morning, it moved all of our Google users to No Access. We haven’t made any changes to our iiQ system or Google Admin settings that would have prompted this issue. Did anyone else see anything like this?!--a=1-->

261
Kathryn Carter
R
RLuxton 840e5d8 bps101Observer
asked in Assets
Generate New Asset Tag during asset import

If I create a single Asset I can choose to “Generate New Asset Tag” and it will create a random number, which I prefer.  But if I bulk import new assets I can only get it to choose the serial number as the Asset Tag.Is there a way to have it Random generate a Asset Tag that is not the Serial Number during a bulk import?I have searched and can not find anything on this

1258
MLund_iiQ
J
Participant
jo.cpaParticipant
posted in Tickets
Does anybody find the ticket input or choice of system/issue poorly implemented?

We often get tickets that are misclassified because sometimes Staff/Faculty do not know the details of a system / issues.The fact is that the ticket input for system/issue is very limiting and does not allow search until some choices are made.  Even then, the search does not seem to be recursive… thereby limiting the options presented.Is this a common situation for others?  Would you like to see better system/issue type choice AND recursive search?We’re trying to make the most of rules and analytics… but this is all dependent on proper “original” choice of system/issue.

607
Kathryn Carter
JEnder 160d9cf coloradoacademy
Contributor
JEnder 160d9cf coloradoacademyContributor
asked in Other
"Topics" Page

In the iiQ community, when you go to the Topics page for your account, when looking at the votes counter, it’s black on dark blue. It’s VERY hard to read. Please switch it to white text so it’s a quick and easy number to see. I’m sure we all stare at screens enough. Please help us to not strain our eyes further! 😁 

81
Kathryn Carter
J
Contributor
jbartruffContributor
asked in Tickets
Managing Subtasks

Is there a way to create a list of subtasks and subtasks groups without having to go into a ticket itself? I would think it should be as easy as creating issues.

673
Kathryn Carter
MAndrada 510b733 powayusd
MAndrada 510b733 powayusdObserver
asked in Tickets
All Open Tickets vs Available to work

Apologies if this has been asked and answered already but in the Open Tickets view, what's the difference between "All Open Tickets" and "Available to Work?"Are there ever any instances where an open ticket is not available to work?Is it possible to remove one of these tabs if they’re redundant in how we have things configured?

324
Kathryn Carter
S
SGANESH 603b992 jcboeObserver
asked in Tickets
Automated Daily reports for agents

Hello,  Im looking to create an automated report for our department admins that would show the daily tickets resolved by the agent as well as the tickets that are still in submitted status 

492
EStapf_iiQ

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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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