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2132 Topics
nathaniel_lindley
Participant
nathaniel_lindleyParticipant
asked in Assets
Assets with Serial number or barcode

How do you work with Asset Models that we don’t have Serial Number or barcode?   Can you?The need is we have Audio Equipment in classrooms, and we did not want to inventory the Serial Number and we did not put Asset Tags on them.   I would still like to know which rooms have the Audio Equipment by location and allow a teacher to submit a ticket with an issue related to their Audio device.   For example, “my audio enhancement in Room 12 at School is making a hissing noise”   I want to track that it was an equipment problem, but don’t need to know the serial number or asset tag.   does that make sense?  or should we go around and collect the serial number and put asset tags on every device?Thanks,-Nathaniel 

1162
Hannah Bailey
L
lgladmanObserver
asked in Tickets
Is there a filter for other agents as follower?

As a people manager, I’m try to find ways to support and provide targeted feedback to me team. Is there a way to filter tickets, create rules, or fire surveys based on the criteria of ‘X’ user or agent is a follower? I know I can create a filter for these things where I am a follower, but I’m falling short in finding a solution for these other scenarios.

964
L
S
Sherri HObserver
asked in Tickets
Fee tracker

I was wondering what filters you use to view all fees collected through fee tracker and no other souce but manually entered. Thank you 

831
Hannah Bailey
D
dmcconkeyObserver
asked in Assets
Displaying Asset Location Details

After searching for/selecting someone in Users Explorer, it displays any assets assigned to them in the card- or button-type of display (circled below). The asset type, location (including room) and asset SN is displayed. But, is there any setting that can be adjusted to add location details to this asset card/button?Reason for my question...a teacher is assigned as the primary user to a lab of about 20 desktop units, so all those units display as assets in her users’ view to help her “quickly” find an asset to submit a ticket for...except it’s not that easy because she has to know the SN of the desktop.In her classroom, she has each station labeled 1-20, so those desktop positions are recorded along with the appropriate SN they’re assigned to within the IIQ asset info (specifically, the empty box underneath “room”). If location details could be displayed on the asset card, then choosing which desktop to submit a ticket for becomes much easier for her.On a similar, but different note,

1383
Kathryn Carter
J
Contributor
jhandlerContributor
posted in Assets
Locker Management

We see you now have https://www.incidentiq.com/apps/lockncharge LocknCharge management mintegrated.   We have AnywhereCart lockers in our district https://www.anywherecart.com/products/ac-locker-24-rfid/ Is there any. thoughts on adding this to the IIQ system?

853
J
Contributor
shennessy
shennessyObserver
asked in Other
Export locations with rooms numbers

Is there a way to export the locations with room numbers. We currently are adding room numbers from our SIS.  However this is only bringing in classrooms. We would like to also input non-classroom room numbers but don’t want to duplicate them.  

25010
Kathryn Carter
DKelly 430e93d tonacsd
DKelly 430e93d tonacsdObserver
asked in Users
Updating Custom Fields in User info with the Import Users Tab

Hi I’m having a problem updating a few Custom Fields I created for my users. I’m using the Import template spreadsheet provided by iiQ. I am matching the iiQ users up with their ID number and omitting the first name and last name, email, usernames fields. But I’m getting this error “listed below”. I didn’t think that I need to include the users: emails, names, and usernames when updating to a Custom Field and matching just the ID numbers?Any help you can provide would be appreciated Ps: Is there a way to copy error information to the clipboard because I see that I might have not gotten all of it. hence the … at the end of the error code :: Error executing Sql because 'Cannot insert the value NULL into column 'FirstName', table 'iiq-prod-sqldb.dbo.Users'; column does not allow nulls. INSERT fails.'; at jLib.Db.SqlHelper.ExecuteX(DbConnection SqlConnection, CommandType CommandType, String Command, OrderedDictionary`2 Parameters) at jLib.Db.SqlHelper.ExecuteX(CommandType CommandType, Stri

3543
Kathryn Carter
J
Participant
jo.cpaParticipant
asked in Tickets
Is there any type of decision tree for users/support staff?

The list of issues for can sometimes be difficult for a novice to navigate.Does iiQ or any partners have an interactive decision tree entry point for tickets/issues?  Something that is a bit more intuitive.

451
Hannah Bailey
A
Aviator08Observer
asked in Other
Analytics view non Admin

Is it possible to grant access to the analytics explorer with someone having the admin role? I would like certain agents to be able to access the data but only that area. Not any other areas of admin.

611
Kathryn Carter
K
kjohnsonObserver
asked in Tickets
Automatic Email Sent to Submitter When Ticket is Created

We’re looking into having the system automatically send an email to the submitter when they create a ticket. This would serve as a confirmation that their ticket was submitted successfully and could include some additional generic info for follow up. I see that there is an option to enable a notification to the owner when a ticket is created but that seems to only send it to the owner if they weren’t the one who created the email (it was submitted on their behalf). Is there a way to send an automatic acknowledgement email when a ticket is created?

1013
Kathryn Carter
M
MLund 7030f35 sd308Observer
asked in Other
Documentation Management

Hello,I was wondering if there were any apps or processes for documentation management?  I know there is the Knowledge Base and that is good for basic information and procedures.  However I am looking for something more robust that offers document process approval, versioning, metadata, CSI, among others.  Do you have any options that offer any type of management, suggestions, or is that in the works? Thanks!Mike

763
Kathryn Carter
J
JWood 1879c76 umtsdObserver
asked in Users
User Reporting

I am looking to generate user reports based on how many times they borrow loaner devices. Anybody know of a solution for this?

401
Kathryn Carter
A
anthony.wilsonObserver
asked in Assets
False Duplicate Assets

I’m importing new assets, and IQ thinks my new assets are duplicates on the import process. I check the tags and serials in my search, and they are not found in my database. How do I fix this?

1252
A
L
LBranch 21332af emsisdObserver
asked in Other
Limiting Asset Visibility

I am trying to see if it’s possible to make certain assets visible to a select group of users. I have a department that wants to add equipment to IIQ( which I can do) , but I need to make it only visible to that departments users. I first thought maybe create a team for that department but I can't find anything that would suggest we can narrow those assets down to be visible by only that team. Alternatively, I thought maybe make a certain user group ( ie: agent, guest, etc) and go from that angle? Or is it possible to make certain asset groups only be seen by certain users, maybe edit each users permission in that department to see that equipment. Thanks in advance! 

1281
Kathryn Carter
J
JStithObserver
asked in Users
How can I create a report of the top users that have had tickets created for them or by them?

How can I create a report of the top users that have had tickets created for them or by them?

1491
Kathryn Carter
J
JBenitez 243b983 exhsObserver
asked in Tickets
How can I attach a knowledge base article to a ticket and send as a resolution?

I would like to be able to send a Knowledge base article to a ticket submitter.   What is the best way to do that? 

3921
Kathryn Carter
zige
Participant
zigeParticipant
posted in Tickets
Can I just straight up not use resolution actions?

Can we just instead default all resolution actions to a text box that agents can fill in with text snippets maybe? Trying to figure out how to make the resolution process go faster and having to click through actions is taking way too long.

933
Hannah Bailey
zige
Participant
zigeParticipant
asked in Tickets
Is there a custom field that allows me to have a custom message / "FYI" visible?

I want to just have a box that has some details in it. Nothing the user can edit, just an FYI of sorts. It would be visible on the final step of the ticket creation process. Thanks.

1742
Hannah Bailey
lpreedom
Contributor
lpreedomContributor
asked in Apps
Is there a way to have the Google Devices App pull Disk space usage from Google Admin?

I am looking for a way to pull the disk space usage from the System activity and troubleshooting  section in Google Admin. It would be nice to track how much of your disk space is being used on any given Chromebook. We are constantly having to clear profiles from these devices. Does anyone know of a way to use IIQ’s Google Devices App to pull this info from Google Admin?Thanks.

985
Hannah Bailey
zige
Participant
zigeParticipant
asked in Tickets
How do I add/remove fields from the "Describe your issue" screen?

We don’t need all these questions to be listed on this screen:How can I remove some of these questions? For example, the request for a room number? Can I edit the text that appears there? Can I add my own questions?Thanks.

4624
Hannah Bailey
zige
Participant
zigeParticipant
asked in Other
Can I create an issue and/or issue category and quickly apply it to multiple models?

We have three types of devices (“models”).I want to create custom issue categories and issues that apply to ALL three.Can I create these and quickly apply them to all three models at the same time? Or do I need to click into each model from the Issues page, click the Issue button next to each model, and click “Add New Issue” for each one?Thanks.

1932
Kathryn Carter
zige
Participant
zigeParticipant
asked in Tickets
Can I create my own parent category for models?

I’d like to create my own parent categories that can be selected when creating a ticket.Do they have to be nested under an IIQ-provided category to be visible? (e.g. Computers, servers, etc.)Or can I create my own and have it placed under Other or someplace else?Thanks.

1918
Kathryn Carter
zige
Participant
zigeParticipant
asked in Other
What is the point of uploading an image to a model category? Where is this image visible to users/agents?

I just created my own model category, and I see that it asks if I want to upload an image to the model.For fun, I tried uploading one, but I don’t see where this is supposed to be visible? Any context? Thanks.

561
Kathryn Carter
zige
Participant
zigeParticipant
asked in Assets
How can I find out which models are "active" and which aren't?

I’d like to clean up the number of models that we have in the ticket creation wizard. It’s far too many.How can I tell which of these models are considered “active” or “enabled” and which aren’t?For instance, when I look at the asset explorer, if I were to create a new asset, I see this notice:  Where can I get a list of all active/inactive models?Thanks.

1001
Kathryn Carter
C
CRabold 4874a2f nwlsdObserver
asked in Assets
Running report to see which multiple device was assigned first

I would like to be able to run a report to see dates that each device (especially when multiple devices are involved) was assigned.  It would be helpful in determining which are loaners, and identifying problems.

561
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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