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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 eit

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

Got a quick question, we are doing a huge inventory data move and have checked in the devices to one site location. However, we want to move all scanned devices into our tech storage pool. The manual way would be to scan the device into the pool by the add asset function. That is great for small batches but we are looking at around 3k devices still left. Is there a way to use a csv template for a big device move?

I have an agent who is receiving email notifications about every ticket submitted, including the ones that are not for his department. Can you help me resolve this issue?

Users can submit a ticket notifying us that they will be traveling aboard and would like their accounts to work outside the US. When submitting their ticket, they fill out “Leave” and a “Return” custom fields. These custom fields have the Field type: Date.I’m writing a Scheduled rule that checks the “Issue type” and “Date Returning” fields. If the return date was last week, an email should be send an email to the assigned Agent letting them know to remove the user from the group allowing outside the US access.However, the scheduled rule appears to ignore the “Date Returning” value. It says the rule will match with 58 tickets which is the total number of tickets with this Issue Type, not the number with the Return Date.Any thoughts on why this doesn’t work?

Do users still have to have the agent role to use the basic check-in and out feature or is there an update?

Is there a way to bulk change Asset Type and have them update in the asset’s details? We can currently change an asset model’s Asset Type, but when we go to an asset of that model, it will continue to show the original Asset Type until you edit and save that specific asset... then it will show the new Asset Type.We’ve tried mass ‘set info’ to force an asset update, but the details still show the old Asset Type afterwards.It looks like our options are to edit/save each asset individually, or delete each asset and reimport them in.Is this a bug that can be fixed, or something that can be added?

I have a Chromecart with about 34 (linked) chromebooks. How can I move (edit location) of that CB cart to another location (room) and have all the linked assets move with it? I can move the cart, but the linked assets (cb’s) don't move with it….?! Thanks

How do you assign a certain type of ticket to automatically be assigned to a particular agent? Example: JCAMPU or ALIO tickets to auto assigned to one particular agent.

Is there a way to delete the school Id from each users, or simply disable it. My district is trying to transfer over to the email address to identify students and staff

Is it possible when a Ticket is being submitted, for there to be a way for the end user to have more control over the priority level? I know this can be customized in the rules and applied after the work order is submitted to modify the priority based on an attribute, but it’d be beneficial if the user could have more control than just an Urgent toggle. Like maybe a priority drop down that has the options Low, Medium, High, Critical. I find that users may choose Urgent, when they would have been satisfied with choosing Medium or High. I’d like for Urgent to be more reserved for true Critical type scenarios.

Our students check in devices at the end of each year.  If I want them to have the same device next year, how do I do search by user for this information?

I have a staff member that I am needing to delete out of our iiQ system. How do I go about that?

it seems I can’t get a properly consistent number when putting in unit cost for parts. for example I put the unit cost as lets say 100 for 5 parts. I had zero parts at the moment so its not two averages adding up. the average i get is somewhere around 99. I try to revise it to 20 for unit cost thinking I got it wrong, it happens but now the average cost goes to 4 dollars. I have to put some arbitrary number in order to get close to the average cost I want. It creates a discrepancy in our documents. maybe there’s some calculation setting im not seeing and if there is I’d very much like to see it.

Hello, Is there a feature in IQ where it automatically assigns a device to a user? For example lets say I have a new staff complete & sign an acceptable use policy form and then that assigns their device to IQ as an owner. 

We’re new to iiQ as of this year, and we want to import our outstanding and paid invoices into the Square module in Incident IQ so we can see if a student paid the technology fee when they pick up their device. Since we finished our onboarding to iiQ a little late in our enrollment process, we couldn’t invoice through Incident IQ. Is there any way to import all of our existing invoices into the Square module in iiQ? 

Is there any easier way to add item types to fee tracker. Can we get an importer please, or is there api access to add fees