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

  • 249 Topics
  • 890 Replies
249 Topics
Gary_KCMO
Contributor
Gary_KCMOContributor
asked in Other
Events Viewing Permissions

Good afternoon all,I swear I knew how to do this before, but’s been a while since I messed with permissions. I need to be able to allow building secretaries to see all the events scheduled in their buildings and not just the ones that they put in.Any help would be greatly appreciated,Have a great day!Gary in KC.

565
Gary_KCMO
Contributor
M
Contributor
mwhiteContributor
asked in Other
CSS code for wrapping text on new Label Templates

Hello,I am working with the new Label Templates and trying to add CSS code to adjust the size of the fonts. I would also like to add text wrapping for the student’s names.  Currently it wraps the student’s name, but the next line is a little overlapping the first line. I have tried using white-spaceoverflow-wrap: break-wordinline-size: min-contentword-break: break-allhowever I am getting an “un-authorized CSS Attribute” error when I try these. How can I get the student’s name to wrap and make the 2nd line of the wrapping not overlap the first one. I appreciate any and all help.

241
JLee_iiQ
K
KpeersObserver
asked in Other
Add a custom field to a Events ticket filtered by the room selection

Currently the Location filter for Fields in new Events tickets seems to look at the location of the person submitting the  ticket. If an East Campus user books a room in the West Campus their location does not change. For now we can ask them to manually change it but the leads to a significant point of failure for us. The case scenario is we have a location where the users are required to indicate if Security is for the event. We would rather not have this appear on all tickets, just the location that requires it.

132
Kathryn Carter
J
JBauer 693f843 mvaObserver
asked in Other
API - Cannot get email for user under Parent/Guardian role

Hello,I am utilizing the API method listed in this post and it only seems to work when trying to search for email addresses of users under the iiQ Administrator, Student, and Staff roles, but not for those under the Parent/Guardian or Guest roles.I receive exact results when I search for a student or staff member by their email address, but I get random information back when I try with any parent email address that’s listed under the Parent/Guardian or Guest roles. This is also the case if a user does not exist in iiQ.Is there a reason why the parent email address would not be showing up with a user ID even though they exist in IncidentIQ? For additional information about our IncidentIQ set up in case it helps:I have an iiQ Administrator role so this shouldn’t be an issue related to permissions I am able to search for the user in the Global Search on the front end We allow users with the Staff role to sign into IncidentIQ, but users in the Student and Parent/Guardian roles are not allo

494
J
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.

162
Kathryn Carter
C
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

1094
J
RRigo 1700634 sageoak
RRigo 1700634 sageoakObserver
asked in Other
Forms: Who, What, Where, When, Why?

Hi all,I'm trying to learn more about Forms in Incident IQ. I’ve looked into the iiQ Academy and other posts in this forum, but I haven’t found a one-stop-shop for everything and anything Forms: how to find them, how to create them, how to enable them, how to utilize them, etc.Specifically, I'm looking for a way to create a Form that someone can easily access via a link, fill out, and then have an automated action triggered once the form is submitted, like automatically creating a ticket using the data from the form submission.I know this is kind of open-ended, but if anyone has experience with this or could point me toward helpful resources or best practices (even other posts from the IIQ forums), that would be great!

861
DDonaldson_iiQ
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.

61
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?

111
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.

81
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

402
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?  

9511
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?

3925
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.

615
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.

435
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?

62516
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? 

483
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?

463
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.

10910
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?

926
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

304
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

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