Ask the Community

Hello,I’m having trouble adding or activating a ticket type category. I want, when users select ‘Device/Hardware’ as a category, for ‘Phone’ to be selectable. I see that ‘Phones’ is a parent category under Model Categories, but I’m not able to find where or how to make phones, or anything phone related, selectable as an issue category.

Is there a KB that will tell my how to adjust the ticket types?

If I put a ticket on hold, how does that affect the analytics? Is that considered a "response" ? This is in the facilities module.

We are planning on deploying Incident IQ this summer. We are curious if we enable bi-directional syncing between IQ and gAdmin which source would be considered the source of authority. Any insight into this that you can provide would be appreciated. 

Shortcuts should be able to be created in advance of and independently of working an active ticket. There are solutions and/or situations that I already know we will have tickets on and it would be helpful to have a section where I could go to just create and maybe even preview the shortcut. Basically a Shortcut Editor section that would allow us to view, preview, edit, delete, and create shortcuts.

Is it possible to find out in which ticket(s) a custom field is used on without searching through the custom fields for each condition on the tickets tab of Custom Fields? 

We have two elementary schools that are getting new buildings. The new buildings will have all new room numbers and new inventory. We want to name the old buildings z-Davidson old, so that we have the history from these buildings. We want to name the new buildings Davidson Elementary School (that matches what we used for the old building) and then we will add the new room numbers and the PDF of the building map. Will the staff and students sync to the correct building? As long as the building names match, it should work correct? Is there a spot to map the staff and students to the correct building?

Is there documentation on setting up surveys?

Currently I have a filter set to specifically filter users with the role of “no access”, but that just filters all those users in alphabetical order and I have to manually click through multiple pages to find the user I’m looking for, and any other filters seem to only filter active users. The main user search only filters without that role as well. Is there a setting or something I can set to make it also search users with “no access”?

Minor issue: When I enter an item in the Incident IQ “To-do list,” it automatically sets the due date for that day.I would liked to start populating the list with all of my non-ticket to-do items, which can be due at the start of next month or just before the beginning of the new school year.Is there a way to adjust this setting so that I can pick the due date for each to-do item?Thanks in advance!

Hello, I’m an admin for our school, and I’m trying to create a new model category for some of our equipment but I’m running into an issue. When I am in the Model Categories section and I click on New Category, I am greeted with the new category window, but it states “This category is Read Only. You can only modify the visibility of it.” Due to this, whenever I want to add in a new model category, I had created some new models in the past, and we have not made any drastic changes to the system that I am aware of. I’m wondering if anybody else has ran into this issue and has a solution.

We have over 30 buildings in over a 100 sq miles in our district. We have 6 Field Techs that are dispatched out to the buildings to pick up or drop off equipment at those locations. They also fix equipment on site, if need be. The district is split up into zones (geographically) so the field techs are not driving all over the place. But there are times that we do not know where the techs are. Yes, we can call or send a MS Teams Message, but that is not always the quickest. This is not just to track the employees (but that is helpful) it is also the quickest way to find someone that would be closest to a building in case of a pressing matter. So what apps, devices, or system does anyone use to track employees? GPS? Cameras in buildings with Facial Recognition software? Time clocks? What is being used out there and how is it useful in your district? What are the pros and cons that you see on a daily basis, does it integrate with IIQ?Our field techs have district issued cell phones, but t

Is it possible to import parents and have them linked with students via SIS sync? Our district uses ESP

Hello, Is there a way to disable or hide some of the Resolve Ticket options as shown below? Or a way to report on which were chosen so if an agent repeatedly chooses Resolve - No Issue Found a report can be pulled showing this as a ticket status. Currently only Resolved is a selection when exporting a report.  

Is there a way to customize the user field UI or limit what a person sees based on their permissions? Currently when an agent looks at someone they are somewhat overwhelmed by information that is not relevant to them and we would like to limit the visible information for some roles.

I’m looking to have tickets automatically generated when a Desktop or Laptop running Windows OS  is retired as they are some house keeping tasks that need to be completed. Has anyone been able to do something like this? 

If we wanted to suspend the sync with Infinite Campus SIS for the summer,  what steps would we need to do?  Or what is recommended?  Leave the sync running realizing there will be a lot of changes based on changes in schedules. 

Is there a way to customize an auto response that emails the person who put in the ticket when the agent starts the ticket? 

We print out the tickets as PDFs for our Maintenance guys.  When our employees create a new ticket, they enter their School and Room Number under Location, but when we download the ticket as a PDF only the School shows and not the Room Number.  Can this be updated to print the room, so we don’t have to write it on our tickets?  Thanks!

I was going to buy Avery labels, but wasn’t sure if that was supported.

I love the concept of the subtasks and would love to fully embrace and implement them but during our testing we ran into a major pain point.  When the mouse cursor passes over a ticket that has subtasks it displays them and even with only a couple subtasks assigned it covers up other tickets on the screen.Is there a way to turn that feature off? If not, is there a way to change how long you need to hover over a ticket before its subtasks are displayed? Currently they seem to appear instantly.

In our facilities department we have several vehicles that the schools can use. With summer coming we were looking to see if incident IQ has the ability for someone to check in /out vehicles and for it to show on the calendar so people know what if available. 

Hi, as the title implies, I created the following rule for Chromebook Devices:Asset rule: Device “Has Open Ticket” > set status to "In Repair"Our technicians love it because it saves tons of daily clicks, and pretty much guarantees device status accuracy. Except I ran into a snag: when a ticket is submitted for a lost Chromebook,  this rule will also apply. I first thought : no problem! I’ll just exclude certain Ticket categories or types from the rule, except there seems to be no such filter option under asset rules? Is this correct or am I not looking hard enough?Thank you in advance!

I am trying to reauthenticate our Google Devices and am receiving the following error message: "400_Admin_Policy_Enforced"How do I get around this error and successfully complete this process?

We want teachers to scan QR codes we have on each iPad with the serial number. The issue we have is the teacher uses their iPad and:1.Through the website on the iPad the teacher can see “My classes” but when they go to scan the codes through the website you can only use the front facing camera which will not read the QR codes at all.2.Through the IncidentIQ mobile app you hit the barcode symbol on the check in asset pages and it uses the back camera and works awesome, however we cannot find anywhere that shows the teacher their “My classes” link for them to be able to see each kid in their class. We know they can do rapid scan but with the “My Classes” it shows each student and shows what students are not assigned a device and also which students have multiple devices. So the question is where can we turn on for staff to see “My Classes” on the mobile app?Also even though we have it enable staff can’t seem to see any “User” tab on the mobile app.Thank you!