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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.

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

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.

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!

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.

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?

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

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.

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

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?  

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

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.

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.

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

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! 😁 

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

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

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.

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.

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?

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

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!

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? 

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

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?