Ask the Community

The documentation isn’t clear - if you use the “when a field is updated” filter and you select Issue, does this apply to Issue Category or Issue Type? The rule I have in place has two criteria:When field updated = Issue and Issue Categories = Network Outage for Campusand the actions done are to set the SLA = Sev 1 and priority level = Critical I want to ensure that this will fire whenever the issue is changed from an individual network connectivity issue to a campus outage…..So in other words, I want a global catch-all at the Category level instead of listing every Issue Type. Also, the same principle applies when you want to auto assign an agent when the issue changes…The rule would need to a filter for when the issue field is updated and the Issue Category = a different new issue.  Users don’t always pick the correct issue type so reassignment is going to be necessary. Edited to add: Issue can be selected for whe

There’s a bug in the Ticket Issue selection screen when editing a ticket’s Issue.Can’t go back through the categories. On tickets with Issue Not Listed, after selecting a category, there is no Go Back button like there is when creating a New Ticket.Some tickets when submitted incorrectly to a certain category, when trying to edit that ticket’s issue, it’s stuck at whatever category issue it was made with, can’t go back to change category.Missing Go Back button next to Cancel: 

How would I create a role that has the standard staff permissions and would also allow building staff (principals and secretaries) to see which device(s) their students have checked out to them? Going a step further, is there an additional permission that would allow those same staff members to check in a device if a student leaves the district?

My default timeframe in Analytics Explorer defaults to … third trimester of last year. See attached. Anyone know how to change the default timeframe to something more useful, like “this school year”? 

Is there a way to generate statements on an auto schedule? We have too many fines to track and manually generate a statement on a weekly or even monthly basis. We would like to have a statement sent to a user provided email on an automatic schedule for reminders.

Our insurance program pre IIQ ran under a system where users had 2 incident claims.  Is there any way to implement increasing (or decreasing) an integer on a user field as part of a ticket rule/resolution action?Short of pulling a report and doing a count on the number of rows per user for tickets tagged as insurance claims then re-uploading it (or using the API to do the same) to the user profile there doesn’t seem to be an easy way to do this.  Is there a way to do this within the rule sets? Am I missing something?

Hello I had a question about our data mapping through skyward linked to Incident IQ.Is there a way that when users are removed in skyward we can not have them removed on Incident IQ as well so we still have documentation? Currently if there’s an offboarding or student leaving and they are removed from skyward they cease to exist in our Incident IQ database and we would like to change that.Thanks

Is there an easy way to add a form that I already have created in Word?

I am trying to route tickets when they are created to two different teams, I created one that works but the other team doesnt get assigned and when I add a 2nd team and setup self assignment the process stops self assigning to the first team and the 2nd team gets the assignments. I figure I am missing some sort of if then scenario but I cant seem to figure it out. I did check the forums and other suggestions before submitting this topic. I did try :) Thanks

We created a custom meta data text field. We would like to be able to search by said field. Right now when we do a smart search it does not find or scan this field. It is a text field. If we can’t search for this field then there is no reason to import the information. I hope you can point me in the right direction.  Thanks.

I’d like to set up an auto message so that when a ticket comes to me it auto-replies to the creator that I am out of the office. I thought I remember seeing it but cannot find it in my searches. Thank you.

I am sure IIQ can do this but uncertain as to where to adjust these settings (rules?)What I would like to do is have all tickets for our student support systems to go to only them and those are the only tickets they see but have the ability to change the ticket if it was incorrectly directed to them and assign the correct department.Thanks,Jeffrey

Can anyone help me with setting up how to allow students to sign into Incident IQ with SSO through Google. We have our teacher and staff able to SSO with Google but when I am trying to do it for the students it will not work. Any help is appreciated. 

I see that there is a Google SSO Sync, Job type: Full Synchronization.Does this imply that there is a less intensive, partial or incremental sync?Our current sync takes about 15 minutes to complete.

Is there a way to show all the devices that have been checked out to one user over multiple school years? I would like to pull a report showing which devices have been assigned to one particular student over his years in high school. 

Is there a way to make subticket subject line inherit the subtask name?Right now if we want to create a subticket, we create a subtask and give it a name, then assign it to a ticket #, which then defaults the ticket to “New Ticket”, and then we have to go into that subticket and rename back to what we set the subtask for to begin with. Thanks!

Is there a way to share a URL for a specific ticket issue? If I want to handhold a busy school administrator to submit a VERY specific type of ticket (usually two or three clicks deep from the New ticket screen), is there a way to skip those first few steps and take them to that specific ticket type?

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.

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.  

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,

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

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? 

Why is the Dymo printing blank labels? Thanks! 

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

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.