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Find FAQ's, discussions, and best practices about topics outside of the main categories

  • 244 Topics
  • 875 Replies
244 Topics
G
graeme_godzykObserver
asked in Other
Hiding Parts

Hello,Is there a way to hide parts that are no longer used, ie toner that is no longer used in active printers?  Also, if not, if the part is removed from the list, will the activity stay with the tickets that are linked to them or will that information also be deleted.

41
Kathryn Carter
D
Contributor
dbreaultContributor
asked in Other
Cancelled Event Still Showing on Google Calendar

Is it possible for a cancelled event to be removed from the Google Calendar? When an event gets cancelled, it is still showing on our Google calendar.

81
Kathryn Carter
T
TXiong 5305b7a musdObserver
asked in Other
Import documents

Various departments already have documents we’d like to put on our KB. The documents are in pdf/word/excel format. Is there an easy way to import the documents to be used as a KB article?

101
Kathryn Carter
bclark
Mentor
bclarkMentor
posted in Other
Years ago I requested Ticket Templates for Non-Users. I'd still like this.

My original request is here https://community.incidentiq.com/ideas/make-ticket-templates-available-to-non-agent-roles-449 I know that Quick Tickets is what came out of that request. Today one of our Agents asked me to make her a ticket template and before I did, I asked her to see if Quick Tickets would get her what she needed. I'll be honest, it had been so long since I looked at them I forgot it was lacking 3 key pieces to make them useable for us. To be clear, this is after clicking on one in the dashboard to begin the new ticket process.1. There is no way to select an end user (or On Behalf Of/For)2. There is no way to select a location (or have it update to the end user's location)3. There is no way to select an asset to tie to the ticketShe was also resistant to having them only useable from the dashboard (unless I'm missing something) and not show up under the new tickets options. Which I get. She would have gotten past that part if she could have made her own custom ones for ev

395
J
Specialist
J
Specialist
jclarkSpecialist
asked in Other
AI helper for the Community

Seeing a lot of new ideas/posts that seem familiar, I’ll sometimes go on a chase to find the original - that way it can help answer someone’s question faster. There have been plenty of times also where I have  Cool thought: integrate an AI helper that will suggest posts/ideas that are similar. I know this kind of already exists by searching titles for the same keywords (Related Topics box that pops up when you give your post a Title - see screenshot below). It would be more helpful to go into the posts a bit deeper as you fill out the description to potentially find the same issue/idea you’re about to post and summarize it’s content, urge you to vote, or answer your question preemptively.  I feel like a lot of good ideas don’t end up with enough votes because there are duplicates, and searching before posting can be cumbersome since the Community has grown so much.

61
Kathryn Carter
rgudgen
Contributor
rgudgenContributor
asked in Other
Incident IQ Knowledgebase custom visibility

Hello,Is there a way to set up a custom visibility option for specific agents on my team? Ideally, I’d like to assign a custom role (e.g., Helpdesk) and apply it to specific categories or articles in the IIQ Knowledge Base. This would allow us to control access more effectively.Our team has many process-related resources stored on Google Drive, but we’re working on organizing them while ensuring they aren’t shared with everyone on IIQ.Thank you for your time,Royal Gudgen

392
rgudgen
Contributor
A
Participant
akorkishkoParticipant
asked in Other
Custom Fields from SCCM into Asset View?

I am mapping a computer name (NetBiosName) from SCCM to IIQ, making a new Custom Field (WSD Computer Name). I can use this custom field in making a filter for the views, but I don’t know how to attach it to the default Asset view when looking at a computer. Does anyone have an idea how to map a custom field from an App sync to the asset view?  

9311
J
Specialist
JAdkins_iiQ
JAdkins_iiQiiQ Community Manager
asked in Other
Can I exclude breaks, holidays, weekends, and non-working hours from SLA calculations?

I don’t want the weekends to be included in our SLA calculations. Is it possible to exclude them?

3895
Kathryn Carter
ZGarber 4208988 glshelp
ZGarber 4208988 glshelp
asked in Other
Rules Help

We are hoping to create a rule that triggers every X number of times happening. Students are disciplined based on the number of times they have forgotten their Chromebook or have broken so many parts. We are hoping to create a rule that is triggered after we close a ticket a 3rd time, or 5th time, not every single time.

605
Melissa_iiQ
M
Contributor
mwhiteContributor
asked in Other
Can I change the permissions for the Global permissions?

I am just making sure what I believe will happen, will happen. We would like to change the Global Agent Permission to have less permissions.  Therefore, if we make the changes to that Global permission, any user that has the Role of Agent will then get the reduced permissions? Then we can build another permission for “adding” additional permissions to various users? I appreciate the confirmation.

425
Melissa_iiQ
J
Participant
jo.cpaParticipant
asked in Other
How to use API to check in device/asset

Does anybody know the location in the API docs to check in a device/asset via API?

60216
Kathryn Carter
J
JEnder 160d9cf coloradoacademyObserver
asked in Other
"Topics" Page

In the iiQ community, when you go to the Topics page for your account, when looking at the votes counter, it’s black on dark blue. It’s VERY hard to read. Please switch it to white text so it’s a quick and easy number to see. I’m sure we all stare at screens enough. Please help us to not strain our eyes further! 😁 

81
Kathryn Carter
Y
ykimObserver
asked in Other
What does this lock do?

What does this lock do? I noticed it this morning, and it doesn’t seem to do anything? new icon? 

473
Kathryn Carter
RRamirez 367f2a5 bhusd
RRamirez 367f2a5 bhusdObserver
asked in Other
Is there a way to see who has logged into incidentIQ

I want to check a log or report that shows me how has signed into the incidentIQ portal?

453
efoxworth_iiQ
J
Specialist
jclarkSpecialist
asked in Other
Custom fields missing from custom views

As of this morning, our folks can no longer see custom fields as columns that they have added to custom views (all types). Anyone else experiencing this?I am submitting a support ticket - just wanted to see if we’re siloed here.

10010
nathaniel_lindley
Participant
C
CHoose 267b296 hflcsdObserver
asked in Other
Knowledge Base - Include GIF File?

Can I upload a GIF file into a Knowledge Base article? I would like to demonstrate steps as part of the resolution.  I have tried and the image is a still image. If it is possible, is there a size limit.

501
efoxworth_iiQ
C
chadhuckabyObserver
asked in Other
Duplicate Tickets Created Automatically From Email with Rules

Our district has our copy machines send alerts for paper jams and supply needs as tickets via email. The biggest problem we have run into is that if a second paper jam occurs minutes after the first, that a second duplicate ticket is registered. Is there a rule that could prevent this?

906
GWeiland_IIQ
A
ANelson 657a77b mcalesterObserver
asked in Other
Fee custom view

I am trying to create a custom view for each location to show how much money each user still owes in fees/fines.We apply fees for damaged devices to user profiles. The users are also assigned locations.I created a view with a filter for a specific location, a balance greater than 0, and specific grade levels. I then the columns are Asset Tag, Serial Number, Owner, and Balance.It is showing me the total amount of fees per user but not what the current / remaining balance is. For example, a user owes $50 but has paid $30. The view shows the user with a balance of $50. I’m not sure if I am missing a setting or filter or if there is some way to add a new “Outstanding Balance” filter. Please Advise  EDIT* This is using the Fee Tracker App Publisher by Incident IQ Team

284
EStapf_iiQ
N
NBrites 6073249 austinisdObserver
asked in Other
Vulnerability Management

Hello,I am wondering if any one is using IIQ for vulnerability management where identified vulnerabilities create tickets that enable tracking of vulnerability resolutions? This provides the opportunity to utilize the analytics created within IIQ to be used when asking for additional resources.Thanks!

1221
EStapf_iiQ
J
jmayesObserver
asked in Other
Individual agent reports

We like to run a report monthly for our Technology Support team showing how many tickets they created for the month. The report I run compared to when they pull up My Tickets from their dashboard is vastly different. Does anyone else do this? 

937
EStapf_iiQ
H
hgrossObserver
asked in Other
Handling approvals for events at multiple locations

We recently ran into a situation where a user sent in an event request ticket for two different rooms at two different locations. I’m looking for help on handling the approval chain when that happens. Currently our Events approval chain is structured to first send an Event ticket to the building admin based on the location selected as shown below: Once the building admin approves the ticket, it moves to other departments based on custom fields, for example, IT, like shown below: At the bottom of the rule list, once all necessary departments are notified, we have a rule that resolves the ticket so that the event can be approved:The problem is if an event is submitted with 2 locations, the first rule routes the approval to the first location listed, but the team for the 2nd location never gets a chance to approve since the first rule fires on ticket creation only. This results in one of the locations not being aware that a space has been requested, and allows a team from a different loca

281
Kathryn Carter
C
CKent 563a94a sheldonisdObserver
asked in Other
Exporting csv limit

Good morning, I am trying to export a file for assets that we have in district for auditors however I am running into an issue where it will only export 500 devices out of around 2400. Is there a way around this where I can get all the devices in one export?

9316
Kathryn Carter
J
JRich 6072633 mfisdObserver
asked in Other
Sending reports

I would like to email principals a report of their campus that would show all the chromebook damage (aka parts we replace) durring each month and have it all automated in incident IQ. Is this possible? 

361
Kathryn Carter
J
JSanic 607fe2f friendsObserver
asked in Other
Assets in IIQ Events

I am trying to figure out how to put or link my assets from my ticketing windows over to the Events portal of IIQ. Basically, I want to know if I can use the projectors I’ve put into IIQ in the Events side of things? That way if someone needs a projector they can select one? 

472
JMcMillan_iiQ
bwilkerson
Contributor
bwilkersonContributor
asked in Other
Cost of Materials (not parts or labor hours)

Sorry if this has been asked before but I am looking for ideas on how to use IIQ to track material cost.  This would be a bit different than part cost or labor rate costs.  Here is the example in my organization.  We have an in-house graphic designer that makes posters and signs as part of his other duties.  I was looking to see if there could be an easy way to add the cost of materials such as paper, ink and toner to the ticket that can be used for analytics and tracking later on.   The issue we find is we will get requests to make large posters or print many signs and right after everything is printed someone will come with a last minute change or addition requiring everything to be printed again.  We are told over and over to cut costs but trying to explain that this behavior of last minute changes is a primary reason costs are so high does not check with the ones asking us to cut costs.   I just want to have some hard data to show and if a job has to be printed multiple times we co

323
EStapf_iiQ

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