Hello,I’m new here and grateful for this resource. I’ve been advised to start a new topic regarding some ongoing issues with our organization’s setup of Incident IQ after the initial implementation. Some of these issues were raised with Incident IQ support previously, but from what I understand, they weren’t fully addressed or configured as planned. I’m coming in at the end of this process, so I wanted to outline the key concerns.Here are the main issues: Routing Pathways: We need to create missing routing pathways to ensure events are routed correctly for both pending and approved organizations. Calendar Integration: The calendar integration needs fixing so that manually approved events display the correct approval icon on the calendar. Manual Toggle for Missing Organizations: We need to finalize the manual toggle for missing organization names. This will allow admins to process events without requiring organizations to resubmit their requests. Shortcut Routing Issues: There are routing issues with shortcuts like “Send to IT,” “Send to Facilities,” etc. These tickets aren’t being routed correctly. While the issues above have more details, I’ve summarized them here for clarity. I can provide additional specifics as needed. For now, I’m looking for general guidance on how to start addressing these four points.In addition to these, I have two more specific requests: User Calendar Permissions: I need to grant users permission to view the calendar, either within Incident IQ or through an external calendar (e.g., Outlook). This seems to be a simple issue: two users are unable to see the “district-wide calendar” (presumably the events calendar within Incident IQ, not an external Outlook calendar). The solution might be to add these users to a team that already has the necessary permissions. Hardware Association with Tickets: We have PCs imported into Incident IQ, but they aren’t properly linked when creating a ticket. I need to associate a specific machine with a ticket, but currently, I have to manually enter the machine's name in the comment section for reference. I would appreciate any advice or suggestions on how to resolve these concerns.Thank you!

@ABaker 813353e southcountryThank you for submitting your question to our community! 😄I am going to break my response down into a few sections to make it easier to understand. I am starting with your second questions.User Calendar Permissions: I would suggest adding them to a team (or creating their own team) with those permissions. This will be the easiest way to allow them to see those calendars.Hardware Association with Tickets:Do these PCs have an asset tag? If so, I would suggest when creating the ticket add that asset tag to the ticket. This will tie the ticket to that asset and it will show up in that asset’s record.For your first questions I have reached out to your CSM to follow up with you. These could be simple fixes that just needs a careful eye.

Routing, Calendars, Manual Toggle, and Shortcuts

Hello,

I’m new here and grateful for this resource. I’ve been advised to start a new topic regarding some ongoing issues with our organization’s setup of Incident IQ after the initial implementation. Some of these issues were raised with Incident IQ support previously, but from what I understand, they weren’t fully addressed or configured as planned. I’m coming in at the end of this process, so I wanted to outline the key concerns.

Here are the main issues:

Routing Pathways: We need to create missing routing pathways to ensure events are routed correctly for both pending and approved organizations.
Calendar Integration: The calendar integration needs fixing so that manually approved events display the correct approval icon on the calendar.
Manual Toggle for Missing Organizations: We need to finalize the manual toggle for missing organization names. This will allow admins to process events without requiring organizations to resubmit their requests.
Shortcut Routing Issues: There are routing issues with shortcuts like “Send to IT,” “Send to Facilities,” etc. These tickets aren’t being routed correctly.

While the issues above have more details, I’ve summarized them here for clarity. I can provide additional specifics as needed. For now, I’m looking for general guidance on how to start addressing these four points.

In addition to these, I have two more specific requests:

User Calendar Permissions: I need to grant users permission to view the calendar, either within Incident IQ or through an external calendar (e.g., Outlook). This seems to be a simple issue: two users are unable to see the “district-wide calendar” (presumably the events calendar within Incident IQ, not an external Outlook calendar). The solution might be to add these users to a team that already has the necessary permissions.
Hardware Association with Tickets: We have PCs imported into Incident IQ, but they aren’t properly linked when creating a ticket. I need to associate a specific machine with a ticket, but currently, I have to manually enter the machine's name in the comment section for reference.

I would appreciate any advice or suggestions on how to resolve these concerns.

Thank you!

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@ABaker 813353e southcountry Thank you for submitting your question to our community!

I am going to break my response down into a few sections to make it easier to understand. I am starting with your second questions.

User Calendar Permissions: I would suggest adding them to a team (or creating their own team) with those permissions. This will be the easiest way to allow them to see those calendars.
Hardware Association with Tickets: Do these PCs have an asset tag? If so, I would suggest when creating the ticket add that asset tag to the ticket. This will tie the ticket to that asset and it will show up in that asset’s record.

For your first questions I have reached out to your CSM to follow up with you. These could be simple fixes that just needs a careful eye.

Hi Kathryn,

Thanks for your response.

Regarding the calendar, this morning, before seeing your message, I added the two users to a Team that I noticed has permission to view the calendar. It seems your suggestion aligns with what I had already tried, so hopefully it will work. Based on your post, maybe I am on the right track after all.

As for hardware associations, I'm trying to avoid manually adding the hardware asset tag as a comment. Instead, I'd like to make all of our PCs visible as selectable options during ticket creation. Unfortunately, when searching for most of them, nothing appears, even though I know they were imported. It seems the disconnect is between the import process and making them available for selection in the ticket. Perhaps this involves customizing workflows or creating templates? I’m wondering if the template used for hardware requests was never configured to include all of our PCs.

Let me know if you have any further suggestions!

Best,

@ABaker 813353e southcountry If you start by searching for an asset, either through Assets Explorer or the Global search, you could create the ticket from there.

When submitting a ticket, are you choosing Devices/Hardware, and the search box at the top doesn’t show any results?

Hello,

I think I see what the problem is. The import never included anything from Active Directory. It got everything from Google Workspace and yes I can find THOSE devices while creating the ticket, but not any PCS.

So the real issue that we never got our PCS imported in.I was incorrect in saying those PCs were in our system.

I can work this out on our end.

I’m glad I was able to discuss this with you. I think i figured out my own answer. We need to import in not just chromebooks, printers, macs and mis from google workspace but also PCs from active directory.

That’s my hypothesis.

-Al

I don’t think you can import from Active Directory itself, but Microsoft SCCM and Microsoft Intune can both sync with iiQ. Good luck!

@ABaker 813353e southcountry I am curious where your PCs are located because those are typically found in an MDM versus an SSO.

Thanks @AMeyer Greendale Schools (as always) for your insight on this thread!

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