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3 years ago

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MLund 7030f35 sd308Observer

asked in Other

Documentation Management

Hello,I was wondering if there were any apps or processes for documentation management? I know there is the Knowledge Base and that is good for basic information and procedures. However I am looking for something more robust that offers document process approval, versioning, metadata, CSI, among others. Do you have any options that offer any type of management, suggestions, or is that in the works? Thanks!Mike

883

3 years ago

LBranch 21332af emsisdObserver

asked in Other

Limiting Asset Visibility

I am trying to see if it’s possible to make certain assets visible to a select group of users. I have a department that wants to add equipment to IIQ( which I can do) , but I need to make it only visible to that departments users. I first thought maybe create a team for that department but I can't find anything that would suggest we can narrow those assets down to be visible by only that team. Alternatively, I thought maybe make a certain user group ( ie: agent, guest, etc) and go from that angle? Or is it possible to make certain asset groups only be seen by certain users, maybe edit each users permission in that department to see that equipment. Thanks in advance!

1401

3 years ago

zigeParticipant

asked in Other

Can I create an issue and/or issue category and quickly apply it to multiple models?

We have three types of devices (“models”).I want to create custom issue categories and issues that apply to ALL three.Can I create these and quickly apply them to all three models at the same time? Or do I need to click into each model from the Issues page, click the Issue button next to each model, and click “Add New Issue” for each one?Thanks.

2262

3 years ago

zigeParticipant

asked in Other

What is the point of uploading an image to a model category? Where is this image visible to users/agents?

I just created my own model category, and I see that it asks if I want to upload an image to the model.For fun, I tried uploading one, but I don’t see where this is supposed to be visible? Any context? Thanks.

681

3 years ago

Instructor_Ivan_QuigleyiiQ Know it All

asked in Other

Vendor Agreement Location

Where can I find the Vendor Agreement?

421

3 years ago

COnochieObserver

asked in Other

Vacation/Out of Office

Hi everyone, hope you all are having a good Tuesday. My manager mentioned there’s a way to mess with the calendar inside Incident IQ so that if you’re going on vacation, or going to be out of the office, you can set up your calendar so you don’t receive any tickets. If anyone can vouch for this and demonstrate this for me I’ll greatly appreciate it. Thank you!

5332

3 years ago

JRood 877c5a lvpioneersContributor

asked in Other

Automatically Ticket Creation Help

I am trying to create a rule that creates a ticket when we are out of stock of parts, but it doesn’t seem to work.. I have attached a screenshot of my rule. I feel like I just don’t have the logic correct, but I don’t know what I need to adjust. Can someone help?

2687

3 years ago

mlhawthorneObserver

asked in Other

Editing Bulk Option Actions for Agents

Is there a way to add “Set Role” under User Explorer and other bulk option actions to customize the view for specific agents? Currently only our IIQ Administrators can view “Set Role” as a bulk option under User Explorer. We have searched the permission settings and allowed “Extended Bulk Options” for our normal IIQ Agents but it does not allow for the “Set Role” option to be visible to them.

641

3 years ago

JRood 877c5a lvpioneersContributor

asked in Other

Low Inventory Alert Question

Can you make it so you don’t get low inventory notifications if you have enough parts at another building? Example: I have one building that has 2 keyboards and our minimum threshold is set to 5 but I have 20 more keyboards in stock at another location. I get a low inventory alert at one building because they are below the threshold.

1883

3 years ago

JTemarantz 20c404 volusiaObserver

asked in Other

HTML in KB Broken?

After an update to our iIQ KB, any custom HTML I write is not displaying properly. I just get the exact code. I have tried with and without using the code button, embedding everything into an <html> element, etc. This also applies to any embedded links such as a custom Google Map embedded with our site locations.This was working before and I could create full tables with CSS applied. Anything that was working prior is still showing, so long as I don’t make any changes. Not sure if there’s a new way to format HTML or if it’s currently not working right for new edits. If anyone knows anything, I’d appreciate it.Thanks.

3997

3 years ago

JRerickObserver

asked in Other

Is there a way to set notification preferences globally?

I might be blind, but looking for to set global notifications for our entire district for staff/faculty. This way, we know they are receiving emails (and can opt-out on their own instead of opting in). Thanks for the insights.

481

3 years ago

eddie.sasserObserver

asked in Other

Courses not showing up but they are in the sync

If a school calendar is being synced, will the courses not show up until the school start date? I can see the courses in the sync but I do not show any courses listed under students or teachers.

471

3 years ago

joshinskyatSAObserver

asked in Other

Can you create a link to a specific ticket or product (e.g. Ticketing vs Facilities)?

Currently we have QR codes posted around campus that allow students to scan and take them directly to IIQ to submit a ticket. Ideally this eliminates some of the perceived hassle and encourages more students to use and report issues.My goal: I’d like to create separate links/codes to the Ticketing and Facilities sides so appropriate codes can be placed in convenient locations. It appears both sides use an identical address so I’m struggling to find a workaround.Bonus Goal: I’d LOVE a way to create a link/code for a specific ticket type. For example I’d like to post QR codes on all of our printers so that when scanned it takes you to a prefilled ticket (or at least the correct category) so all that’s left is to describe the issue and hit submit.

rboudwinObserver

When adding a purchase order, a file can be uploaded for both the purchase order and the invoice.Can another file upload filed be added to upload a quote or another relevant file if needed to be associated with that purchase?

1153

3 years ago

mfischerContributor

asked in Other

Permissions for Principals/Building Administrators

Can anyone best describe how they set up permissions for Building administrators that are building specific? It looks like a permission policy needs to be created for each building that is “building specific” for them to be able to oversee the tickets at their location? Just checking as this would create many policies for us. Thanks,Matt

1352

3 years ago

Robert403Observer

asked in Other

Disable password reset button

The majority of password reset requests are from staff who do not have access to their email because they cannot login. Can the “forgot password’ button be hidden or removed? If not, can the Help is right around the corner! dialog be edited to refer them to a different option?

1073

3 years ago

Dave_CSD58Observer

asked in Other

Search not working in IIQ Support pages

Hi, when I search for any word in any compartment of the IIQ support pages (Community/Knowledge Base/Idea Exchange), I get no results. Anyone else with this issue? Any ideas?THANKS!

391

3 years ago

Steve RinehartObserver

asked in Other

To Do List due dates

Minor issue: When I enter an item in the Incident IQ “To-do list,” it automatically sets the due date for that day.I would liked to start populating the list with all of my non-ticket to-do items, which can be due at the start of next month or just before the beginning of the new school year.Is there a way to adjust this setting so that I can pick the due date for each to-do item?Thanks in advance!

2623

3 years ago

Cozmo03Participant

asked in Other

Procedural Question for other School District Tech Departments - Where are my techs?

We have over 30 buildings in over a 100 sq miles in our district. We have 6 Field Techs that are dispatched out to the buildings to pick up or drop off equipment at those locations. They also fix equipment on site, if need be. The district is split up into zones (geographically) so the field techs are not driving all over the place. But there are times that we do not know where the techs are. Yes, we can call or send a MS Teams Message, but that is not always the quickest. This is not just to track the employees (but that is helpful) it is also the quickest way to find someone that would be closest to a building in case of a pressing matter. So what apps, devices, or system does anyone use to track employees? GPS? Cameras in buildings with Facial Recognition software? Time clocks? What is being used out there and how is it useful in your district? What are the pros and cons that you see on a daily basis, does it integrate with IIQ?Our field techs have district issued c

1394

3 years ago

Amy.YorkObserver

asked in Other

Auto Response when ticket is started

Is there a way to customize an auto response that emails the person who put in the ticket when the agent starts the ticket?

1091

3 years ago

mrodriguezContributor

asked in Other

Custom views

Anyone else seeing custom views not populating the counts on the panel view?

663

3 years ago

Patrick WilliamsObserver

asked in Other

What Permission do I set to grant a user to Manage Issues/Resolutions?

I am trying to allow one of our users to help manage the issues and ticket categories. What permissions need to be set to grant this ability?

2612

3 years ago

gbell1Observer

asked in Other

Restrict Knowledgebase to Students

as we are setting up our KB for staff, we noticed there is not a way to separate KB access between staff members and students. The setting “Everyone in IIQ” will see what information is in that level of access. Eventually, we do want to give students to access to open tickets and search their own KB, however not be able to access teachers’ KB articles. Is there a way to separate the two levels of access for students and teachers?

1091

3 years ago

kristinmObserver

asked in Other

Numbering Bug? in Knowledge Base Article

I created a 9 step article and inserted images. While in editing mode, the numbering is correct. However, the numbers in the saved article begin at 1 after each image. (So, instead of steps 1 through 9, we see 1 2 1 1 1 2 3 1 1.)

Amy.YorkObserver

Is there a way to filter surveys by ratings? I have been able to filter by agent, but would love to be able to filter by the rating, for example see everything that was rated 1 star.

831

3 years ago

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