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We just started looking into SLA and Analytics Explorer for the agents. A question came up hopefully someone could help. When a requestor submits a ticket the Response time starts. Lets say it take 2 days for that ticket to be assigned to an agent he answers it in 2 hours. Does 2 days and 2 hours count against the agent? Same goes for Resolution time. If they close that same ticket in 4 hours would the agents Resolution time be 2 days and 4 hours? Thank youRon

We’re trying to configure permissions so a specific team can create tickets for any ticket type, but can only work (edit/resolve) tickets from one specific ticket type. Has anyone found a way to prevent a team from working tickets outside of their designated type, while still letting them create tickets for any type? Any suggestions, creative workarounds, or confirmation that this isn’t possible would be greatly appreciated.

Hello! We are beginning to process fines in IIQ for staff users. We utilize Intouch for our payment system. It was discovered that there was a recent change to staff IDs in InTouch from the recent migration to Qmlativ. I was informed that if we need to add staff fines to IIQ, there will need to be a crosswalk done to the IDs in IIQ so that the IDs match in both systems.  Intouch let me know that someone from Kent (or from IIQ) would need to do the crosswalk. Student fines are working great and have not been an issue. Has anyone else encountered this? I have already looped in our CSM but wanted to put this in the community as well. Thank you!

We have an integration with FileWave. When our iPads are imported in, the model “iPad” shows up in the Model Mappings tab. We currently have it mapped to just Apple iPads. We would really like it to sync with the actual model of the ipads (10th, 9th, 8th generation, etc.) so that we can better track the age of devices. Right now - we have over 3,000 iPads that all say model “iPad” any help would be appreciated. 

Good morning!  I’ve been trying to figure out how to set device Asset Status to ‘In-Service’ status when they are logged in but have an Asset Status of ‘In-Storage’ My goal.. if something is In Storage, but is actively being used, I’d really like it to be In Service.  Can anyone tell me how to make this happen, and if it’s a bad idea, tell me why? Thanks all!  !--a=1-->

In the past a line appeared through a To Do item after clicking on it. This item would then be transferred to All To Dos and leave the main list. This is no longer occurring. The line appears but the item does not move and after a few minutes the line disappears and the item is still in the main list. Not sure if this is a change or a bug.

I was wondering if there was a way to make take a bulk entry from Events and correct it after inputted.  The same inquiry for deleting bulk entries.

We have a multi-stage approval set in our Events module for the following: When the ticket is created, a rule fires off that sets the following EAW: Awaiting Approval (Custom Ticket Status - Awaiting Approval workflow stage) Approved by Principal Assistant (Custom Ticket Status - Awaiting Approval workflow stage) Event Request Denied (Custom Ticket Status - Resolved workflow stage) If the principal assistant approves the request, then we have an update rule that fires off with the following EAW: Awaiting Approval (Custom Ticket Status - Awaiting Approval workflow stage) Approved by Building Principal (Custom Ticket Status - In Progress workflow stage) Event Request Denied (Custom Ticket Status - Resolved workflow stage) What is happening, is that when the principal assistant approves the request, it goes to the building principal for approval. However. if you check th

Hi there! TL;DR check loaner iPad out → creates a ticket for that student. check loaner in → resolves the ticket. How? I’m sure this has been answered multiple times and I’m sorry for doubling up. Our front offices are trying to get a better handle on how students are checking in / out loaner iPads. Right now, I have a loaner pool through the Spare Pool app, and when we check in out it assigns it to the student no problem. When we check it in, it unassigns it no problems. Now when I go to the rules engines, I want to make a rule that when a student checks out a device (regardless of who actually uses the check out), it automatically creates a ticket assigned to that student under the issue “School Loaner”. I also would like it to update that ticket to Resolved when that device is checked back in. I’ve tried various rules but none seem to do exactly what I want!--a=1-->

Recently, we have seen an issue where our teachers are able to click “start ticket” after creating a ticket, which assigns said ticket to them. This creates a problem because our team won’t necessarily see these tickets unless we pore through all our open tickets. Has anyone else experienced this issue?

We have an issue with resolved tickets being re-opened even though the original issue was resolved. Is there a way to disable requestors or “Staff” from changing the status on tickets?

Wanted to know if only Agents can assign tickets to other users.  We have some staff/faculty members we may want to be able to do this but when they are creating ticket and choose requester they don’t see the option to create on behalf of someone.  Is this only for Agents?

I would like to set automatic reminders to my agents that they have a submitted ticket waiting. For example, if ticket is still in “Submitted” status then it will send a reminder every two days that the ticket hasn’t been started yet. I’m thinking it should be:Days Stale > 1 Status = SubmittedAfter that I’m not sure as I only want the message sent to the Agent and not the Requestor.

Hello,I am curious what process other school districts have in place for returning repaired Chromebooks back to the students. I am finding that students are anxious to get their device fixed, but once they are returned to our buildings, they sit and sit and sit until I finally go into the students and disable the loaner device they are using. I would say about 15% actually read the email sent to them saying to pick up the device. My process right now involves a custom status that says “Device ready for pickup” which is linked to the “Waiting on requestor” status. Once I set that status, it sends an email to the student with the information to pick up the repaired device. I also have a rule for stale tickets of this status to send a reminder email on day 3 and day 7.Again, just seeing if there is a better process out there.Thank you!Shelby

I want to allow my teachers to see student assets assigned and associated tickets in their My Classes view.    (Just like I do).  I can see the asset assigned and any associated tickets.  My teachers dont see any of that. Just a list of students with a submit ticket button.  

I am trying to have my API pull data from my Parts Views, but when I pull the View using the https://District.incidentiq.com/api/v1.0/views/ViewID, It only pulls the settings of the View and not the Actual Data. I looked through the API Documentation and wasnt able to Find anything to help. Mainly basing the API on https://apihub.incidentiq.com/#0036adef-3067-44a6-80e0-9dc36775ad89

I am looking to see how I can add a variable that is connected to the last approver?  Example: Our software review process goes through several approvers, but the very last approval is from our cabinet and then it automatically resolves.  The rule I have is that once the Approve, it will send an email letting them know it was approved and to save this email as a PDF to be attached to any PO request.  Finance wants it to show who that approver was in the email, but I don’t see any variables that are related to the approver process.    

Hey all!  I have two users who are agents and unable to sign into Asset Manager with Google SSO. I verified their user accounts show as authenticated with Google SSO, and that they are in the “Agent” role group. The only thing I noticed for both users is that the agent policies aren’t attached to them. I have tried deleting them and resyncing, and I still get the same error. Everyone else is able to use SSO.

Hello, I’m having a difficult time figuring out how to sort my search results. There are more than 100 results, and they don’t appear to have any kind of discernible order. Am I overlooking an obvious way to sort them by ticket # or date? I suspect that the answer is “just create a custom view every time you want to do a basic keyword search,” but hearing that answer will make me unhappy.

Is there a way I can extract the “replay-to email” from a ticket created using API.Example:Someone creates a ticket, I get an email where I can respond to and it creates a comment from the email response. Can I get that email address using API? I know I can get the address by just looking at the sender on my email but the API would make things way easier for a tool I am developing.I tried the https://csd509j.incidentiq.com/api/v1.0/search but it doesn’t seem to provide the email I can use to create comments. 

In our HR Module, Agents are able to merge duplicate tickets but on ones where the ticket didn't get an approval done for it, it won't let them merge it. Do they need more permissions to be able to do that? 

We have recently decided to use Round Robin assignments for created tickets. However, we have run into an issue. Our Help Desk Call Center creates tickets On Behalf of users when they call in. In this scenario, it would make sense for the ticket to be assigned to the agent on call with the user. However, there is not an option (that I can find) within rules engines to assign a ticket based on the Agent who created the ticket on behalf of a user. Because of this, this is the current work flow:Agent takes call Agent creates ticket on Behalf of user Agent Submits ticket Ticket is Round Robin assigned to Team member (by rule) Original agent has to take ownership of the ticket manually.We’d like to remove the need for step 5. Instead, step 4 should be (based on rule) assign ticket to agent creating the ticket. Anyway to accomplish this in the current iteration

We have a unique scenario where one of our office clericals enters in requests for other Staff in the district. The issue is that she wants the Staff member to receive an email notification when the event is created.Since the office clerical is the event owner, the Staff member would not receive an email notification when the event is created. Normally we would just tell her to change the event owner to a Staff member, however this would cause an issue with our rules. We currently have a rule where if the event owner is the office clerical, then the event is automatically Approved without going through our usual approval workflow.So if the office clerical changes the event owner to the Staff member, then the event wouldn’t be auto approved. We had hoped that creating a custom field of type “IIQ User” and adding it to the Event form would solve this, however the rules engine doesn’t appear to be able to grab the user that the person selects.I’ve be

Is there a way to batch change the status to multiple items using their asset tag numbers?  I am looking to move outdated iPads to the “Need to Recycle” status.