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  • 290 Topics
  • 1,026 Replies
290 Topics
D
DZomorrodian 730ebc htpsObserver
asked in Other
To Do List Issues

In the past a line appeared through a To Do item after clicking on it. This item would then be transferred to All To Dos and leave the main list. This is no longer occurring. The line appears but the item does not move and after a few minutes the line disappears and the item is still in the main list. Not sure if this is a change or a bug.

405
AHolley_iiQ
A
ACraig 3670315 harborfieldsObserver
asked in Other
Events Multi-Stage Approval Issue

We have a multi-stage approval set in our Events module for the following: When the ticket is created, a rule fires off that sets the following EAW: Awaiting Approval (Custom Ticket Status - Awaiting Approval workflow stage) Approved by Principal Assistant (Custom Ticket Status - Awaiting Approval workflow stage) Event Request Denied (Custom Ticket Status - Resolved workflow stage) If the principal assistant approves the request, then we have an update rule that fires off with the following EAW: Awaiting Approval (Custom Ticket Status - Awaiting Approval workflow stage) Approved by Building Principal (Custom Ticket Status - In Progress workflow stage) Event Request Denied (Custom Ticket Status - Resolved workflow stage) What is happening, is that when the principal assistant approves the request, it goes to the building principal for approval. However. if you check the event itself, the event status says Approved. We are trying to figure out why this is the case, as our understand

132
Kathryn Carter
A
ACraig 3670315 harborfieldsObserver
asked in Other
IIQ Event Email Notifications

We have a unique scenario where one of our office clericals enters in requests for other Staff in the district. The issue is that she wants the Staff member to receive an email notification when the event is created.Since the office clerical is the event owner, the Staff member would not receive an email notification when the event is created. Normally we would just tell her to change the event owner to a Staff member, however this would cause an issue with our rules. We currently have a rule where if the event owner is the office clerical, then the event is automatically Approved without going through our usual approval workflow.So if the office clerical changes the event owner to the Staff member, then the event wouldn’t be auto approved. We had hoped that creating a custom field of type “IIQ User” and adding it to the Event form would solve this, however the rules engine doesn’t appear to be able to grab the user that the person selects.I’ve been searching the Community to see if th

302
A
lpreedom
Contributor
lpreedomContributor
asked in Other
Not able to submit IIQ team ticket and performance issues.

We are seeing performance issue this morning with pages taking a bit loading. I am not sure if everyone else has seen this but the top of our dashboard no longer has the help option or the ability to submit a IIQ ticket for their team.It is only showing the search and Ticketing options. Also when I attempt to update a photo of an asset model, it will not let me save the picture no matter the format of the picture. Anyone else having issues?

141
Kathryn Carter
D
DHenderson 35dde pasadenaisdObserver
asked in Other
performance issues this morning

We are seeing performance issues with IIQ this morning. We also encountered issues yesterday as well. Are other schools also seeing these performance issues? 

412
lpreedom
Contributor
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CSariaslani 9001480 colonialObserver
asked in Other
Get user by email/username via API

I’m creating a PowerShell script to update device ownership in IncidentIQ. Looking through the the docs, it looks like I will need some guid values for the UserID, SiteID, LocationID, and RoleID. Is there any api endpoint that would let me search for users based on username/email to get this information? I tried looking through the docs but all user searches seemed to require the userId field which I don’t haveThis is the documentation I am using: https://incidentiq.stoplight.io/docs/v1/607c488c7e218-create-a-asset

1795
D
J
jeremyjamesonObserver
asked in Other
Shortcut nav menu is gone?

This article: and this article:Both reference a NAV menu for shortcuts.  Does this still exist? If so could you point me in the direction of enabling it?  Also, when attempting to affect change on and existing shortcut from within a ticket, the pencil icon now applies the shortcut instead of allowing edit/delete. How does one now change a shortcut? 

374
Melissa_iiQ
TAnders
Specialist
TAndersSpecialist
asked in Other
Is there a rule option to "ignore site options" for asset automation?

We are having an issue relating around the automation from site options for asset automation. We are using 3 of the 4 options available, When User is assigned asset, update asset to match owner location and owner’s room. We are also using When User location changes, update asset to match owner location.The combination of those 3 solves most of our issues when staff/students move around, but it does present us with a large issue that I am hoping to address and get fixed. We have a process where some students are given an obsolete Chromebook after X years of use/district enrollment. Those Chromebooks are processed for surplus and removed from our District inventory, but they remain in IIQ for tracking who we gave them to. In IIQ they are set to our Surplus location and then retired.The problem we are getting is 8th graders who leave the district with their Chromebook, then return later to our high school and the site options trigger their retired Chromebook to come back into service and

533
TAnders
Specialist
J
JAlspach 157bd05 shastacoeObserver
asked in Other
Ticket (or likely anything) filter with more options ("and", "or", etc...)

Is it possible to have more detailed ticket filters? I would love a view where I am either a follower, requestor or the agent on a ticket. Basically any ticket I am involved in.It seems in my somewhat limited testing, that the filters get AND’ed. I would like a view where any of them are true.What am I missing? Thanks! James

713
J
DKelly 430e93d tonacsd
DKelly 430e93d tonacsdObserver
asked in Other
Decommission Locations

Hi, My Team is opening a new building this year and retiring two others. I was wondering how to handle removing the old locations properly when it comes to assets and users.I have figured out how to set all users to migrate with our SSO to the new location along with any of their assets updated through a google or microsoft sync. I also have the new buildings room data filled out, but is there any other actions that need to be taken when it comes to opening and closing a new building Thankyou

19212
Kathryn Carter
Melissa_iiQ
Melissa_iiQEmployee
published in Other
Third Party Vendor Access to Incident IQ
Third Party Vendor Access to Incident IQ

Are you wanting to manage Third Party Vendors in Incident IQ for Facilities or Technology? Depending on the level of access needed, it is a simple process!Note: The following steps are all dependent on how your district would like to function vendor accessibility and their exposure to Incident IQ. If you want them to have login access:Create vendors in iiQ (two ways) it is recommended to put Vendors in the guest role and give said vendor(s) a higher subset of permissions. Local Creation Some districts create ONE central vendor login, and others create a login for each individual vendor. This is district preference. SSO Creation Create Teams (two ways) Team creations can be used for assigning permissions OR routing rules if the vendor(s) are expected to work tickets in iiQ. Manually inside of iiQ Group to Team Mapping through the SSO (recommended if creating vendors through SSO Creation) Assign Permissions Assign permissions to said vendors individually or to a team See our Defi

170
Melissa_iiQ
E
ethomasObserver
asked in Other
Unable to select/search all Categories when creating Knowledge Base Articles?

I’m attempting to build out our Knowledge Base, but when I try creating a new article, my full list of categories are not visible in the category drop down menu. When I search for the desired category nothing is found.  

201
LWoods_iiQ
M
MGold 253567b pinehillObserver
posted in Other
Mobile App Use

Is anyone else having their facilities team working out of the mobile app? We have permissions set properly and everything works fine on the web. In the mobile app users are having issues getting into the correct product or even working tickets. They only have the option to cancel tickets. I’ve submitted a ticket with IIQ but the response is:“The issue is under development with our engineering team. There is no reported release date yet, but the development has already begun. Once I have more information on the expected release date, I will make sure to update you. We appreciate your patience. “ If I give them full admin rights the mobile app works as advertised. 

403
Kathryn Carter
D
DAdmin 24323bd claytonschoolsObserver
asked in Other
Our policies have been deleted

I know that it has been reported that there is an intermittent ticket and asset issue, but our created policies/permissions for our agents, staff and students have completed been deleted, which has now completely derailed our settings.  Also, the help option in iiQ is no longer available in order to report a problem or create a ticket with iiQ support.  Just wondering if anyone else are having the issues along with the reported viewing problem?

639
Kathryn Carter
J
Specialist
jclarkSpecialist
posted in Other
iiQ Performance Issues

Nothing seems to be loading in our site - nothing posted to the status page yet.Example from my dashboard... Multiple people have reported this to me already within our district, nothing is loading.

594
AHolley_iiQ
L
LimbaniObserver
asked in Other
Unable to add knowledge base articles

Whenever trying to add a knowledge base articles I receive an error that the category is necessary. When trying to select for a category, the drop down either does not appear, or flashes for a second and does not allow me to add any category. I have had this issue for several days. 

322
L
A
ASchultz 567f604 msd19Observer
asked in Other
Calendar View Customization

Hello! I’m over scheduling all athletic events and making sure there is no overlap etc. In the list view I can see the room location (gym/field house etc) but on calendar view which is what coaches will view first, it doesn’t show the room unless they click on it, which isn’t ideal. Is there a way to show the room on the calendar view without having to toggle back and forth to list view? Or can we change the color based on location? Thanks!

161
LWoods_iiQ
M
MLloyd 4675b73 hbschoolsObserver
asked in Other
IIQ Events rooms sort order

When selecting rooms for an event rooms do not appear to have a particular sort. Is there a field that controls how rooms are sorted in the list? It does not appear to be numeric. 

344
AHolley_iiQ
M
MBoxx 927aaea cccsdObserver
asked in Other
Ability to view all the actions associated with a specific category issue from the admin console

It would be helpful to have the ability to view all selected actions for a specific category in a list format. Currently, I can only see the total number of actions selected, but not the actual items. To view the selections, I have to scroll through a long list to find what’s been checked off.

314
Melissa_iiQ
J
Specialist
jclarkSpecialist
asked in Other
iiQ Slow/Unresponsive

Came here since I can’t open a support ticket due to the issue...iiQ is slow/unresponsive for us. Anyone else experiencing this? Nothing on the status page currently, but our helpdesk team is confirming they are seeing the issue as well.

9914
LWoods_iiQ
L
LJackson 3508588 desotoObserver
asked in Other
Are we able to create a wiki or knowledge page

Are we able to create a wiki or knowledge page with information on incident IQ in any kind of way for the students parents or teacher ?

413
EStapf_iiQ
S
SGriffin 1837c05 ortnObserver
asked in Other
finished courses now say not started in academy

I recently finished 6 courses, but when I logged back in today, it said I had completed just the one I completed today. thoughts?

171
Hannah Bailey
K
KeithObserver
posted in Other
SSO Not working

Our district is having issues with SSO to the platform this morning. And “Unable to login with the username and password provided. You might not have permission for this system. Please contact your school admin.”

1105
Hannah Bailey
A
ABaker 813353e southcountryObserver
asked in Other
Steps to Turn Off External Booking in Incident IQ

Hello, Is there a way to turn of external booking in IIQ? Thanks, -Al

324
A
K
KCortez 85384e0 udsdObserver
asked in Other
slowness and unresponsive

Good morning team, Anyone else experiencing Incident IQ being slow and unresponsive?  I have tried Chrome and Edge both seem to giving me the spinning wheel.  Print asset labels is also and issue not getting the printer prompt pages just spins. thank you 

423
K

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Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

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