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1894 Topics
R
Rich BykowskiObserver
asked in Users
Changing Local Users to SSO

Hello- This summer we created some user accounts locally in IIQ, with their school email address, name, basics. The assumption was that once we created their accounts in Azure, they would sync from Azure, combine accounts and these users would be able to use SSO to sign on. That doesn’t seem to be the case, the users are still local accounts only. Is there a way to force these users to have SSO based logons instead of the local ones? I think I could probably delete the accounts, but then I would imagine we would lose their inventory and ticket history. We did set the “Authenticated Source” user field mapping to Microsoft Azure SSO, but that did not solve the issue either. Thanks.-Rich

961
Kathryn Carter
brett.eckler
Contributor
brett.ecklerContributor
asked in Tickets
Work Group

Is there a current want to view a ticket as par tof the workgroup without goingto workgroup → Work Tickets.If you select a ticket from the all tickets screen, id like to see “Oh this part of rebuild network closets” workgroup.i notice you go to workgroups, and select work tickets, you get the progress bar in the upper right hand corner, and it says 1 of 7 tickets, but if i click view tickets instead of work, that progress bar goes away. Is there a reason for that? 

441
Kathryn Carter
M
mvanekObserver
asked in Assets
Dymo 450 printing blank labels

Why is the Dymo printing blank labels? Thanks! 

976
T
Contributor
J
Contributor
jhandlerContributor
asked in Users
Staff and Student Photos

Is there a way to add photos of students and staff when Agents are looking up users?

50810
Reesa Azar
R
rbakObserver
asked in Tickets
Time Requriement for Ticket Resolution

How do I shut off the requirement for times in the tickets. I am a single tech and am not worried about the amount of time it takes to complete the tickets.

841
Kathryn Carter
J
JTemarantz 20c404 volusiaObserver
asked in Other
HTML in KB Broken?

After an update to our iIQ KB, any custom HTML I write is not displaying properly. I just get the exact code. I have tried with and without using the code button, embedding everything into an <html> element, etc. This also applies to any embedded links such as a custom Google Map embedded with our site locations.This was working before and I could create full tables with CSS applied. Anything that was working prior is still showing, so long as I don’t make any changes. Not sure if there’s a new way to format HTML or if it’s currently not working right for new edits. If anyone knows anything, I’d appreciate it.Thanks.

3737
Hannah Bailey
S
SS1000Observer
asked in Tickets
Go to next ticket?

When going into a ticket is there a way to go to the next ticket without going out of ticket then opening the next one? So when you going to through a long list of tickets I can open the first one then make comment go to next ticket  and so on.? So we dont have to keep clicking in and out of each ticket one by one :) OR if there is a way to set up a view or filter to make it work that way. 

433
Kathryn Carter
S
schuylerhObserver
asked in Integrations
SCCM asset status on deleted

Is there a way to have the SCCM asset integrations set asset status to retired or something other than isDeleted when assets are removed from SCCM?

531
Kathryn Carter
D
DBoswell 10c972 leanderisdObserver
asked in Integrations
Intune integration

During the step “need to Authorize Incident IQ with an account in Microsoft Intune that can read and write data in the system to complete the installation process.” The account used, is it just creating an application token for IIQ to use or it it saving the account used during this step for all future interaction between the two products?

2111
Kathryn Carter
GWade
Contributor
GWadeContributor
asked in Tickets
teachers & students in ticket creation

We are a cyber school that a lot of our tickets are generated by the teachers on behalf of students.   No matter how many times we tell them, they still put in the ticket as themselves.   Then we have to follow up with them to see what student needs help and remind them about the “on behalf” part.   Its wasting our time and is dragging out the resolution. Is there any way to customize the ticket creation process and add in a splash page / pop-up / banner / etc?   Ideally a mandatory step that says is this ticket for you or someone else?   Thanks!

965
GWade
Contributor
A
AFranklin 1274236 opsbObserver
asked in Assets
Checking Out Assets is very slow

We are trying to check out Chrome Books to students. The pop box that we put in a student’s ID is taking a very long time to come up! Help

665
Hannah Bailey
C
Contributor
cris.wardContributor
asked in Assets
Users with Multiple Devices Excluding Asset Statuses

Has anyone figured out how to show users with assets but exclude asset statuses? I am currently trying to show all users with multiple devices but exclude devices with the status of missing. I like the way the devices combine in the user explore view. The issue is you cannot combine asset statuses with users. If I try to do this on the asset explore side I cannot sort by multiple devices.

761
Kathryn Carter
S
SCalalucaObserver
asked in Assets
Add Excel format to form attachment type

Since data is exported from views into Excel format only, is it possible to add that format the Forms accetable attachment format?  Or allow export of data from views into pdf or doc format?

413
Reesa Azar
GWade
Contributor
GWadeContributor
asked in Users
email notification to a team

Our shipping department is not in IIQ throughout the day.   What is the best way to trigger an email to the shipping team that a ticket has be assigned to the team?   I know we can set up individual notifications but I want to avoid that and set up a rule.   Will this rule work should any time a ticket is assigned to the team shipping?   

1904
GWade
Contributor
G
go511768Observer
asked in Assets
Automatic Verification of Chromebooks

Does anyone have much experience using Automatic Verification.  I would so like to use this to do inventory this year but it seems to have what I would consider a strange behavior.  If I set the automatic verification to 15 days it verifies the chromebooks that are assigned as long as that user has logged on...this is great.  However, it also verifies chromebooks that are not assigned as long as no one has logged into them.  That is not going to work for me because when we do inventory the point is to know where each device is.  If a chromebook is not assigned to anyone, I would like my techs to find it and verify it manually. Any thoughts or experience?Thanks,GlendaHEBISD

1641
Kathryn Carter
D
DE SysAdminObserver
posted in Assets
Asset Custom Views

I am looking for some ideas for custom asset views. Can you post some of your favorites or some you have found most helpful?Thanks

3566
Kathryn Carter
sbattis
Contributor
sbattisContributor
asked in Tickets
Change ticket asset to a linked asset?

Is there a clean and easy way to change the asset associated with a ticket from the original asset (say… the cart) to a linked asset (say the camera)? I’m looking for something like the ease with which I can search up other devices that are in the same room or assigned to the same user, but in this case I want other assets that are linked to the current asset associated with the ticket.

413
sbattis
Contributor
lpreedom
Contributor
lpreedomContributor
posted in Assets
Bulk changes for assets.

I am not sure if this idea is a good one but I figured it would be a good discussion. Every time I do a bulk change for multiple assets I only have on dropdown window to choose between all of the different fields we have available to change. My question is, would it be better to have check boxes of all available fields to choose from instead of one dropdown window? In my opinion this would make it far faster to choose the options to change. I look forward to hearing other thoughts on this.Thanks.  

691
Kathryn Carter
M
MRyan 4909a70 k12mcsdObserver
asked in Assets
Cannot see Parts in my left hand side ribbon in Incident IQ since the update

Hello.  I am no longer able to see the Parts in my ribbon on the left.  I noticed that it disappeared shortly after the recent update.  I’ve cleared my history and cache per our tech’s advice.  Still not there and I have admin. rights.  Thank you.

452
Kathryn Carter
H
HMacObserver
asked in Tickets
Missing tickets

All of our tickets from the system are gone. The only tickets showing are the ones entered this morning. Please advise

261
Kathryn Carter
A
ARCSObserver
posted in Assets
Linking Assets - iPad and Pencil

Hello, new to the community and new to iiQ. My question is: we have iPads and Apple Pencils that we give to teachers. The pencil stays in a special cutout in the case so it always travels with the iPad. Is it a good idea to link assets - the iPad and pencil? We do have occasions where we may have to swap out the iPad or pencil for a defect and will linking them cause any problems with that?

867
A
mcarrigan
Participant
mcarriganParticipant
asked in Assets
Is it possible to check out assets to students who are "guest" users?

Is it possible to assign an asset to a “guest” user in IIQ or does the person I check out a device to have to have a defined user type (e.g.staff, student)?

531
Kathryn Carter
T
ttaylor501Observer
asked in Tickets
Tech Support Surveys questions

Anyone have support survey questions that you use after tickets are completed that would like to share?

1403
Kathryn Carter
A
Amy.YorkObserver
asked in Users
Is there a way to give Staff Users permission to filter their Dashboard by location?

The staff users, which comprise the bulk of our users, don’t have permission to customize their dashboard and filter it by location. The filters that are there are zero help. Am I missing something in permissions that would allow them to filter it by location? 

864
Kathryn Carter
Alley
AlleyObserver
asked in Tickets
Open Tickets Slow Loading

Anyone having issues this morning?  My Open Tickets is just spinning.  It won’t load so I can submit a ticket to IIQ. 

492
Hannah Bailey

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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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