Ask the Community

I am trying to allow one of our users to help manage the issues and ticket categories.  What permissions need to be set to grant this ability?

Is there an issue with Assets this morning?  I can’t search for an asset and check in / out isn’t working. 

as we are setting up our KB for staff, we noticed there is not a way to separate KB access between staff members and students. The setting “Everyone in IIQ” will see what information is in that level of access. Eventually, we do want to give students to access to open tickets and search their own KB, however not be able to access teachers’ KB articles. Is there a way to separate the two levels of access for students and teachers?

Should\is there a way to get google managed windows devices to import into assets as the chromebooks do?

I created a 9 step article and inserted images. While in editing mode, the numbering is correct. However, the numbers in the saved article begin at 1 after each image.  (So, instead of steps 1 through 9, we see 1 2 1 1 1 2 3 1 1.)

Had an interesting bit of learning today: I submitted a ticket on behalf of a colleague, and the agent posted a comment/question and flipped the “Mark as ‘Waiting on requestor’” button. The ticket languished … and when I was scrolling through IIQ stuff, I saw that IIQ was awaiting a response from me, rather than the person on whose behalf I submitted the ticket. If I were an AA submitting a ticket on behalf of my principal, this behavior might make sense: principal can’t always be expected to deal with ticket stuff. But a peer (me for my colleague, or a media specialist doing first-tier support before escalating to a ticket and IT support), I’d expect the nudge/flag to be for the customer. I’m curious as to what guidance/clarity people are using around this schism right now, and I wonder whether IIQ might evaluate either some UX change to accommodate these two workflows … or, to be honest, my request: flip to focusing on the customer rat

Is there a way to expand what fields are displayed when you view the “front page” Asset Details tab? I’m specifically hoping we can display a custom field.  Thanks!

What methods is everyone using to identify users who should not receive an asset?  Is there an identifier whether it be different colored font on the user account that would alert anyone issuing a new asset or a specific field?Thank you.  

We use Meraki SM.  Our devices were imported and created, but the Serial Number is being used as the Asset Tag.  We use the Name field in Meraki to store the Asset tag information.  I have mapped that in IIQ, but subsequent imports do not seem to have any effect on the Asset Tag field.  I have enabled the Asset Tag mapping under the Data Mapping tab.  What am I missing?  

Here’s the scenario: we have a provisioning category/issue for contractors and other temporary staff, and one of the custom fields is “When is this person’s last day?” What are some possible ways to automagically create a follow-up ticket to de-provision services/equipment (or verify whether that person is still around)? Is there a way to setup a rule along the lines of …. 1) if the end-date is provided, create a ticket on or about that date for following and 2) if the end-date is not provided (it’s an optional date field), do …. I’m not sure what. Any ideas/experiences?

Is there a way to unassign users from assets of the same model at once instead of using batch check in.

I’ve setup a rule to create a ticket whenever the inventory of a part is low. However, our ordering group has to go to parts explorer to determine which part is low. Is there a way to include that in the ticket? 

This is for auditing purposes. Does the Fee Tracker App keep a log of when a change or deletion of a fee occurs? If so how can I track it? For example, staff at the school sites added additional fees because students did not bring the power cord back for the Chromebook. The students then bring the power cord back a week or two later. We would like to have a Custom View that lets the IT department see when a school site makes these type of changes. Thank you.

Is there a report that shows time spent by an agent for a certain time range on actions in tickets?We would like to see how much time an agent spent on actions last week or last month.

The example is linking multiple laptop assets to one cart instead of individually linking the asset one at a time.

We recently onboarded IIQ. We are 1:1 Chromebooks to students, and I’m trying to find an easy way to assign Chromebook devices in bulk to their users.  I can pull a CSV of all students alongside their email addresses, serial numbers, and other pertinent device info. I was wondering if there is some bulk action or timesaving way that I can assign the devices to the student users all at once. I looked through the KB articles and searched the questions here but couldn’t find anything.

We have switched printer companies and will be stocking toner differently.  I would love to be able to manage that inventory within IncidentIQ.  Then be able to run a report monthly to replenish supplies.   Both being able to tie specific toner to printer to also manage usage across campus.I do not see that is is supported currently. Any creative workflows?

Hi,School district here. Every year we have a number of employees who either retire or leave for other reasons. Retrieving technology from these staff can be a challenging process. It would help greatly if we could provide our HR department and Office Managers with a list of assigned devices for each leaving staff so they know exactly what to collect from them. Is there an easy way in IIQ to create a report of user-assigned devices when the only starting point we have is a list of names and email address on a spreadsheet (provided by HR)? Thank you in advance. 

Is there anyway to retain a device’s location even after checking it in?  I tested it out both using the batch check in and the standard check in methods.  No matter what I do the device always loses its location.  This makes it very difficult to get accurate counts for how many devices are in each building.

Is there a way to simply copy a set of subtasks from one ticket to another?   I don’t want to set up a rule to auto populate the subtasks because it not a common situation, but I’m hoping to find a way to “copy” instead of key in the same 14 subtasks in 5 different tickets.

I am trying to view a user’s profile but I can’t see their setup since I am an admin but the user is set as faculty. Is their a way to sign in as that user without knowing their credentials?

Hello there, I’m trying to determine if it’s possible to create a filter view to locate Facilities tickets that have a nonstandard part supplier with certain names (e.g. Home Depot, etc.). Failing that, is it possible to just run a filter view that has facilities tickets for a specific agent that also has a criteria of having a part added? That would help narrow it down at least.

Is there a way to filter surveys by ratings? I have been able to filter by agent, but would love to be able to filter by the rating, for example see everything that was rated 1 star. 

Hi! Is it possible to access the Knowledge Base to see public KB articles without having an IQ login?  We would like our end users/requesters to have the ability to seek self help articles prior to submitting a ticket.  

Hey there, I have work flow currently set up where if a ticket is submitted using a specific issue type, 3 sub tickets are created and assigned accordingly. Templates, rules, etc.… all work well. However, I’ve been asked to include subtasks to each sub ticket to make it easier for the requester and followers to monitor the status of the project as a whole.So far, all attempts to generate subtasks to sub ticket have failed. Is this even possible?