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

  • 269 Topics
  • 951 Replies
269 Topics
C
CLambObserver
asked in Other
Default Permissions For Agent Role

We recently went through the upgrade process for the Enhanced permissions model. During that conversion, the “GLOBAL - AGENT ROLE PERMISSIONS” appear to have been changed. Our policy that was converted contains only the “Submit Tickets” permission in the “Tickets” category. Not sure what happened during the conversion, but I am pretty sure we are missing several settings from the default.I would like to reset this policy to have the same settings that were default. Does anyone have a screenshot or list of the Default settings for the Global policy?There was a KB posting from @Hannah Bailey with screenshots of the Default Global Policies. I am pretty sure those are not correct for the Agent role. I would think “Work Tickets” would definitely be set for the default “Agent” role. Thanks,-Chris

814
C
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jeremyjamesonObserver
asked in Other
Anyone having issues with Global Search not reporting against assets?

When we search against PO numbers that we know exist in Assets, we get no asset results. We can get around this by creating a view IF we know the location and PO number. Anyone else seen similar results?

505
Hannah Bailey
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SQi 630ddbd nashobaObserver
asked in Other
so many problems with iiQ platform nowdays

What is happening with iiQ platform? It has so many problems now, almost on weekly basis. It is frozen/spinning again 8:20am EST 10/9/2024

683
Kathryn Carter
L
LEverage 8632f01 wcpsObserver
asked in Other
Exporting Data

I want to export All Tickets with the Created Date included. I can filter by Created Date, but when I go to export the data into a csv the only dates I can export are Due Date, Last Updated Date, and Ticket Close Date. How can I get the Created Date included into the exported data? 

614
Kathryn Carter
A
AKramar 41778c5 wwrsdObserver
asked in Other
Google Custom Attribute

Looking for help. Trying to export the name of a specific type of device into a custom attribute in Google. For example, a student loans a charger in the media center so the media specialist assigns them a “loaner charger” from our assets. The assignment of that device triggers a field to be populated and sent over to Google as a custom attribute. Thoughts?

543
Kathryn Carter
A
amacObserver
asked in Other
How to move models (Software) from one catagory to another if read only

How move software from Software > Education / Learning to Hosted Solutions > Learning Applications ?All but three of my applications are in Hosted Solutions > Learning Applications.  Those three applications are Adobe and Autodesk products.  Not sure if it was an automatic setup.  Is there somewhere to turn off the read only option?  Or do I disable Hosted Solutions > Learning Applications and then create three new models?

538
A
A
AKramar 41778c5 wwrsdObserver
asked in Other
Automated CSV Report Export SFTP

Is there anyway to automate a csv export via SFTP from IncidentIQ? Any insight is greatly appreciated! Thanks.

1433
Kathryn Carter
P
PWalley 743d38b rps205Observer
asked in Other
incident IQ cetification

When I signed in to my account there was a pop up that had an offer to take classes to recieve certfication.  I started it but signed ut before finishing, now I can’t find a place to log in to finish.

632
Deborah Prosser
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AKramar 41778c5 wwrsdObserver
asked in Other
Automated Email to User

I am trying to set up an automated email to be sent out to students who have a certain asset assigned to them at a specific time of day. Below is what I have set up, but it is not triggering an email. Thoughts? 

445
Kathryn Carter
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CGravitt 380201d ecasdObserver
posted in Other
IIQ Down? Pages not loading.

We are currently experiencing an issue where none of the tabs of IIQ load anything, just a blank screen. As such, we’re not able to submit a helpdesk ticket of our own. Is anyone else experiencing this?

1919
Kathryn Carter
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Linda WeberObserver
asked in Other
Survey

Can I turn off surveys from going out. Customers and agents do not like them.

1004
GWeiland_IIQ
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jelemenoObserver
asked in Other
Better Communication - Send email notifications to iiQ Administrators when iiQ makes changes to site

Our IIQ admin and I would like to receive email updates from iiQ when things change on the site, that are not necessarily new features. For example, if something is not working properly on the site for a period of time, iiQ administrators should be notified that that’s not working properly, so they don’t think they made a change by accident, or are left wondering what’s going on. The same goes for when something is changed in the back-end or updated, and we are unsure of why something changed, or the fact that now we must be aware of the  change. One example of this is that currently, the ‘room assets’ are not populating. I thought it was something we changed on our end, but it’s an issue on iiQ’s side. It would be very helpful if we just received a brief notification whenever something is changed or down. This would really feel more communicative. Thank you. 

251
Kathryn Carter
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KMcCoy 40c1d5 penntraffordObserver
asked in Other
Dashboard Font Size

Is there a way to adjust the font size on the dashboard?  Until recently it was fine but it looks like its about 8pt now which is pretty small with the amount of information on the screen.   Edit*Issue resolved, it was a local issue on the computer and not an iiq setting.

321
Kathryn Carter
N
Nathaniel GidonObserver
asked in Other
Edit Calendar Embed Script

I am working on adding an events calendar to our School website with IIQ. I have some knowledge in html and css but not as much in javascript/scripting. I am trying to manipulate the script so that when it shows on the website it doesn’t have the “Location/Room” in it. Is this even possible?

373
N
F
farmerjeObserver
asked in Other
Priorities Question

I was looking for documentation on the different priorities.  Specifically, what does the numbers on the scales represent?

241
Kathryn Carter
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BTalbert 633369c kelsosdObserver
asked in Other
Gifs in the Knowledge base?

I’ve been copying over all of our knowledge base articles from our old ticketing system in to IIQ and we use a lot of gifs vs images. I haven’t found a way to upload/embed the gifs into the body of the resolution. Anyone else attempt this?

492
Kathryn Carter
MPeters 48079a4 stjacademy
MPeters 48079a4 stjacademyObserver
asked in Other
School's Knowledge base articles blocked

Greetings,I’m writing to see if anyone has had issues with knowledge base articles created in their instance were blocked from viewing. We are a boarding school with international students and I recently sent an email out with links to some of our knowledge base articles. We received a handful of tickets from parents of our international students saying they were blocked from viewing. One also sent a screenshot:  Is there any way that this can be fixed or should I just plan on sending them instructions another way?

301
Kathryn Carter
A
ACraig 3670315 harborfieldsObserver
asked in Other
Ticket Update Rule - Add Follower

Hello everyone,Our School District recently switched to incident IQ, and so far, it has been great. We’ve recently been working on our rules system and have a question regarding the when ‘Updated’ section.Besides our IT team who are all Agents, our Director of Technology is set up as an iiQ Administrator and Agent in the system. We already have rules set up to add her as a follower for certain scenarios, but want to see if there’s a way to do the following…When a comment is added to a ticket by our Director of Technology, that she isn’t already a follower of, automatically add her a follower.This would ensure that she is able to see any further updates that we do on the ticket afterwards for context. Now, I know that you can add a filter for When field is updated > Comments, but I don’t think there is a filter to check for the user who actually posted it.This is a very niche situation, and it’s quite possible that it doesn’t exist because the system isn’t designed to work this way.

1271
Kathryn Carter
KKopp 187686d smithville
KKopp 187686d smithvilleObserver
posted in Other
Leveraging IIQ with Digital Signage?

I thought to put a feeler out in this forum to see if anybody has configured feeds or accounts to be used with Xibo’s open source digital signage. Previously we had something set up with our former ticketing solution that utilized Xibo and a read-only account to preview a variety of filtered views. Wondering if anybody else has tinkered with an arrangement like this with IIQ, what worked for you? 

854
Kathryn Carter
C
Contributor
christine214Contributor
asked in Other
Is IIQ Down?

is IIQ down? Again?  we get spinning pages or nothing at all

1927
Kathryn Carter
E
EPalmer 883df49 bvpObserver
asked in Other
Ticketing template module won't advance

I cannot get the module to complete past 42%. Some of the sections will not register as complete . Most repeat the same lesson when you hit continue. 

131
Kathryn Carter
E
EPalmer 883df49 bvpObserver
asked in Other
Invalid SSL certificate on academy

We have been getting an invalid ssl certificate error when trying to use iiq academy . It was fine earlier in the day then stopped . 

264
Kathryn Carter
KHowe
Contributor
KHoweContributor
asked in Other
Reporting - Part cost per year

I am trying to find an easy way to track our costs. In this specific instance, I am looking to see how much we spent on toner, staples, waste toner, etc last fiscal year. All of that falls under a parts category of “Printer Consumables”. Is there a way to easily look to see how much was spent overall, while perhaps seeing a breakdown of total cost in that timeframe for different parts? Basically, I just want to get some basic overviews of how much we are spending on specific parts or part categories, what locations are costing us in that use, etc that I can see at a glance.  Any suggestions? Is this possible?  

402
KHowe
Contributor
M
MDePadua 610bc34 patersonObserver
asked in Other
Barcode Scanner Options

Good morning,I see there is a way to set a minimum character limit on Barcode scanning. Is there a way to set a maximum character limit when you scan a barcode? Thank you!!

801
Kathryn Carter
Instructor_Ivan_Quigley
Instructor_Ivan_QuigleyiiQ Know it All
asked in Other
Broken Link within new Knowledge Base Guide

I am trying to create a Knowledge Base article but my embedded link shows up broken. What am I doing wrong? 

441
Kathryn Carter

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