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I am looking for a way to pull out a specific field from our SIS integration with Synergy.Our users sync with ADFS and we do sync with Synergy classes and other data, but I am looking for one specific field from Synergy called " Administrator Name: " How can I add that field to write to IIQ (only a 1 way sync is needed here to write that admin to IIQ)I have put this in as a ticket as well just not gotten any answers if this is even possible.  

I created a new issue category but it's not populating when I create a ticket. I created the new issue category under the “other issue” tab. Hopefully this makes sense.  

We added Events and Facilities this summer in hopes to created a unified, seamless experience for our staff.  Unfortunately, we are not seeing that.  I have discovered that when Faculty submit an event from Ticketing, they do not have the same options as if they were in the Events platform directly.  Conversely, if Faculty are in the Events Platform, and try to submit an IT Ticket, the categories and issues I have created in the Ticketing Platform do not appear.My question is, is there a way to disable the option to submit Events from Ticketing, so that only IT and Facilities tickets can be submitted: AND, remove all of the other options when in Events.  So it would force all Faculty to use Events to Submit Event reservations and NOT submit IT tickets.  

Hello We have a workflow in our organization that when the technician needs a device to go in for hardware repair they change the status of the parent ticket to kick off our workflow everything is working mostly as I want but I just am left with one issue and i’m 90% sure it has to do with the ticket template. I want the asset to be passed from parent ticket to the subticket and for the life of me can’t get this to function as I would think it could.  I have resorted to just using the variables to pass the data into the body of the request but was hoping that the asset could be tied to the repair. Any advice to make this work? 

Hello  We are a large district and we have quite a few unassigned tickets that is showing up for our agents.  How do we restrict the unassigned tickets to only show up for IIQ Admins - I don’t want our agents pages to be flooded with unassigned tickets

Is it possible to search by Specific Location?

I’m pretty sure there isn’t an option to do this but thought I’d double check. Several of our site based technology people would like to turn off notifications for ticket changes but only for specific ticket types. For example, they’d like to get updates to things like website block/unblock requests or provisioning requests, but not Chromebook repair tickets. Mostly because there are far more repair tickets than anything else and it’s a lot of inbox clutter.

I want to use IIQ for our Federal and State Inventory, which we conduct twice a year.  I would like it to be very similar to the Destiny Library Manager program. We have thousands of items to account for. I want to be able to scan each item consecutively and have the item marked as "Accounted For" to confirm what's physically in the building. For reconciling and addressing discrepancies, I would also need to be able to run reports for everything scanned, so that any missing items can be flagged for replacement, written off, or left pending in case they are found later.

Is there a way to send comments to the person you are asking to approve a ticket?  Or do they have to be agents to read the whole ticket? !--a=1-->

Is there a way to remove tickets from a user view from the previous school year? I’m guessing I can make a rule that will do this but wondering if there is another way. Or, do I need to create a saved view that will remove them from being visible?

I am searching for a student User and he is not found (although his guardian is).I have searched through the logs for my connected apps (Google and Skyward) and found him, so he should be there.What gives? I don’t have any filters set.

Is there a way to link a knowledge base article to a ticket to send to the requestor as part of an action? For example, I have a bunch of teacher guides in my google drive that I share in a comment to users and close with a “provided training & support” action. Is there a way, if I transfered those drive articles to the knowledge base, for me to directly link a KB article to the ticket with a resolution action? (instead of having to go back and forth between systems)

Unable to search hyphenated names in Users Explorer?

I have a Supervisor asking me if there is a way to find view/report/filter/dashboard all tickets that have been submitted but have had no activity on them? I have searched through the community and knowledge base and have not see a way to possible do that.    

It would be extremely helpful if we had the ability to set what time of day that they Google SSO app syncs for importing users.  Right now it seems to just auto sync 24 hours after the last sync was.For our use case, syncing once a day is fine, but right now the auto sync for us is at about 10 am.  Our SIS syncs with Google overnight so we may have a new user registered, but they will not have an account in IIQ until 10am the next day.  That means that the student won’t be able to get a device checked out to them until after that time.  This really hampers with the workflow of our Library staff.I would be great to have the ability to set the syncs to happen overnight after our SIS sync time so everything would be ready to go every morning.

Every day one of the IT staff at my location has to reprint student IDs starting at 7 AM. It is not unusual that we doing that until 9:30 or even as late as 10:30 AM! At our last IT meeting for Broward School district they were saying that they want us to use incidentIQ ticketing system so that they can track our productivity. I want an option ticket that is Perform Non-IT Functions so we can document they time it is taking. Can we add this to the “new ticket” options please?

We’ve begun using workflow approvers for many tasks but have run into an issue that requires us to find all tickets with a current approver. Is there a way to sort/filter the ticket views based upon the current assigned approver for a ticket?  

When filtering tickets, is there a way to granularly list an assets location in a column?  For example, I dont want to know just what building it is, I want to be able to list the room as well.  When I bring devices back to our tech department for repair, we put them in a specific room in the tech department.  I wish I could see that in a ticket list.  I would like to be able to see if an asset is here at the tech department at a glance in a ticket list.  If the asset has a balance, I can list that so that I can look at that at a glance.

We have an issue available to users to submit a ticket to “restore a deleted Drive file.” As this is a common request, we’ve created a quick ticket for it. When users are clicking submit, they’re seeing this error message. We’ve been unable to find the setting on our end to resolve this. To clarify, I’m still able to enter the ticket through the normal pathway on this user’s behalf, but when she enters it through the quick ticket button, this is what she’s seeing. Thanks for any help! 

Is there any way to hide certain locations for the remote support ticket app? I do not need parents seeing the “Board Office” or “Unspecified Location” (see image below): 

Is there a way to sort iiQ Knowledge Based Articles within categories/subcategories by non-alphabetical means? Like could we assign a priority to an article based on number of tickets received and bump that article to the top of the list within a category?

We’re setting up the Google Calendar app for events. We’ve mapped locations and we’ve mapped resources to building and rooms. What I’m seeing is that events on the primary Google calendar synced to IIQ show up, but no events from the resource calendars are being created in IIQ. Is there something additional needed to be completed before events on the resource calendars get created in IIQ?

Hi all, On the facilities dashboard, there is a standard “open tickets by location” report. I would like to create another one that is the same logic but “Open tickets by agent”. So, a summary count of open tickets by agent. Has anyone been able to create a view/report that incorporates a counter like that? I am only able to pull standard columns into the view and have not been able to find a way how to tally up the lines. Thank you! Minette

Good Morning, Im having an issue where my supervisor can’t login using SSO. His account is showing as authenticated by local provider. In the logs he is showing as being synced. I’m new so please bare with me. 

Hello, We’ve been experiencing intermittent issues with IncidentIQ kicking back email-submitted tickets with an “Invalid e-mail” error.  We’ve had this occur 21times in the last six months, with no clear pattern of what is triggering it. We’ve tested sending the identical message from different users and at different times and it goes through with no error. The error body is:Incident IQ Log in to Incident IQ Login to Incident IQ Invalid e-mail [*******] We've received your request to create a ticket from e-mail, however we were unable to match the email format to what your site admin has setup within Incident IQ. Please make sure the email address you are sending to matches the address given by your site admin. Please contact your site admin for further help. The bulk of our tickets come in via email, and this is resulting in some being lost, which doesn’t build staff confidence in IIQ or the IT support function in general.