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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:

  1. Routing Pathways: We need to create missing routing pathways to ensure events are routed correctly for both pending and approved organizations.

  2. Calendar Integration: The calendar integration needs fixing so that manually approved events display the correct approval icon on the calendar.

  3. 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.

  4. 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:

  1. 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.

  2. 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 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. 

  1. 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. 
  2. 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,

Al

 

​@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! 

Alyssa,

I think you're right—LDAP might be a good option. We don’t have SCCM, but I learned today that we have Intune.

This is why some of our laptops and Surface devices are in Incident IQ. The Chromebooks are being imported via Google Workspace MDM, and we also have Jamf, which might be how our Mac devices ended up in the system.

After discussing this further with my colleagues, I learned that the PC import initially started as an Excel spreadsheet, but for some reason, it was never actually imported. This was before my time, so adding that import to my task list now. The options to move forward are either to use LDAP or generate a new spreadsheet, possibly from the EV Reach Console.

Kathryn,

We have Intune, but not all our PCs are in it—only select PCs and Surface laptops. This might explain why we initially used an Excel spreadsheet for the IIQ implementation, but it was never imported.

The Chromebook import was seamless thanks to Google Workspace MDM.

Interestingly, it seems that for end-user requestors, associating specific devices with tickets may not be critical. However, for me, it’s important that everything is recorded properly in the system.

Based on our discussion, I’ll either need to get a freshly exported spreadsheet with all the PCs or attempt to use LDAP to sync the devices. LDAP might be the better option since it would handle dynamic changes and save us from having to manually remove devices.

Thanks again for your questions, Alyssa and Kathryn—they’ve really helped steer me in the right direction.

Best,
Al Baker

 

Windows devices in my current district are also manually managed in iiQ - if they’re there at all. It's on my “to do” list to see about syncing/automating the data. We don’t have SCCM here and I know we don’t have Intune. I think we use LDAP for some other resources so I might go down that rabbit hole eventually. I’m all for reducing the risk of human error that comes with manual data entry!

I like to have specific devices associated with tickets when possible. If a specific device has 3 tickets for the same hardware issue within a short timeframe, that likely indicates something is wrong, etc.

Alyssa,

I completely agree with you on associating tickets with devices for the same reasons. In every ticketing system I’ve used—ManageEngine, SpiceWorks, and Zoho Desk—helpdesk techs had the ability to link specific devices to tickets. I can do it in IIQ now for some of our devices as we know. But even if teachers aren’t entering this information directly, adding it afterward is crucial for faster issue resolution, centralized device tracking, asset management and auditing, preventing recurring issues, better resource allocation and planning, efficient team communication, improved reporting and analytics, a better user experience, and ensuring compliance and documentation.

Have you used IIQ to setup something like an IT Change Management Form? 

-Al Baker

Hey Al -

Not sure what you mean for an IT Change Management Form - could you share an example? I’ve been exploring what iiQ can do beyond ticketing/asset management but haven’t gotten very far yet :)

​@ABaker 813353e southcountry I have reached out to your CSM to follow up with you on this! 

Alyssa, 

I mean something like this: 

Change Management Request Form

1. Change Request Information

  • Change Title:

  • Date of Request:

  • Requested By:

  • Priority Level:

    • Low
    • Medium
    • High
    • Critical

  • Type of Change:

    • Hardware
    • Software
    • Network
    • Security
    • Other: _______________

2. Description of Change

  • Change Description:
    (Brief explanation of the change)

  • Reason for Change:
    (Why is this change needed?)

  • Impact on Users:
    (Describe user impact)

3. Change Details

  • Proposed Change Date:

  • Duration of Change:

  • Affected Systems:

  • Approval Needed From:

4. Risk and Mitigation

  • Risk Level:

    • Low
    • Medium
    • High

  • Risk Mitigation Plan:
    (How will risks be minimized?)

5. Approval

  • Requestor Approval:
    Name: _______________ Date: _______________

  • IT Approval:
    Name: _______________ Date: _______________

  • Manager Approval:
    Name: _______________ Date: _______________

-Al

​@ABaker 813353e southcountry I have reached out to your CSM to follow up with you on this! 

Kathryn, Do you mean Ashley Holley?  Yes I think she has been on vacation. That’s actually why I started posting questions here.  I think Ashely must have been out all week or maybe still is out. Not sure.

I have another question.  Looking through our system, I notice none of our machines have  warranty information. It would be nice to dynamically link warranty info to machines so that I could generate a report to see which machines are nearing the end of their warranty to plan replacements.  

Have you found a dynamic way to do that? Maybe IIQ has IIQ is already set up to integrate with some set of asset management or purchasing system?

Thanks, 

Al Baker

​@ABaker 813353e southcountry Since you have finished implementation, your best contact is your CSM—a dedicated member of our team who will work 1:1 with you to discuss specific workflows and details for your site. I have reached out to them so we can get you situated and settled to work through some of these workflows. 

As for the warranty information, I believe users utilize a custom field for this information! Have you created those yet? 

Additionally, here is an idea about integrating the expirations: 

 

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