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2292 Topics

Jim.SchContributor

asked in Tickets

Tickets on behalf of

Is there an option to not follow/not be listed when creating tickets on behalf of someone else? There are many tickets I create on behalf of other people that will not become my responsibility to resolve. I don’t need to see updates. It seems like the current process is really spammy and creates quite a bit of noise.

brett.ecklerContributor

asked in Tickets

Having issues with subtasks and rules

I am having a problem with subticketss and rules. I want to create a master ticket that is data cleanup. when that ticket is created by me, i want it to create 7 subtickets one for each school and assign them to individual people at each school. i wanted subtasks on the subtickets but its my understanding that isn’t an option currently. i have followed this… but i can’t get any of my subtickets to actually get created. ( i can add the subtasks as needed to the individual subtickets) I’m sure i’m missing a simple step here just can’t figure out what it is.

jjmill9299Observer

asked in Tickets

Email to Ticket creation

I was going through the setup and it says I can change the to address. Its currently the default tickets@[district Incident IQ domain]. Where can I find this to change it, can I add more to fields for different email addresses?Thanks,

Rich BykowskiObserver

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

brett.ecklerContributor

asked in Tickets

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?

mvanekObserver

asked in Assets

Dymo 450 printing blank labels

Why is the Dymo printing blank labels? Thanks!

jhandlerContributor

Staff and Student Photos

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

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.

JTemarantz 20c404 volusiaObserver

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.

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.

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?

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?

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!

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

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.

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?

GWadeContributor

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?

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

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

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.

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.

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.

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

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?

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)?

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