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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:

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?

I would like to email principals a report of their campus that would show all the chromebook damage (aka parts we replace) durring each month and have it all automated in incident IQ. Is this possible? 

I am trying to figure out how to put or link my assets from my ticketing windows over to the Events portal of IIQ. Basically, I want to know if I can use the projectors I’ve put into IIQ in the Events side of things? That way if someone needs a projector they can select one? 

Sorry if this has been asked before but I am looking for ideas on how to use IIQ to track material cost.  This would be a bit different than part cost or labor rate costs.  Here is the example in my organization.  We have an in-house graphic designer that makes posters and signs as part of his other duties.  I was looking to see if there could be an easy way to add the cost of materials such as paper, ink and toner to the ticket that can be used for analytics and tracking later on.   The issue we find is we will get requests to make large posters or print many signs and right after everything is printed someone will come with a last minute change or addition requiring everything to be printed again.  We are told over and over to cut costs but trying to explain that this behavior of last minute changes is a primary reason costs are so high does not check with the ones asking us to cut costs.   I just want to have some hard data to show and if a job has to be printed multiple times we

Hello,Thank you for all your help here in the IIQ Community.Please bear with me as I get more acclimated to our system. I apologize in advance for the length of this post—I'm aiming to be as detailed as possible. If anything, this helps me organize my thoughts for our IIQ rep.Below is a summary of issues reported to me by users, followed by potential solutions I’ve identified for handling them in IIQ, as well as options I may have as an admin. I’m curious to know what’s possible in IIQ and what I can manage on my own without always needing to involve IIQ support.1. Event Denial for Specific Dates (Principals Denying Dates)Problem: In our previous system, principals (or any approvers) could view all event dates in a request and deny specific dates within the request. In IIQ, they are unable to do this. For example, when conferences are happening but not in the cafeteria, principals may want to deny outside groups

As we integrate more and more of our operations into Incident IQ the frequent slowdowns and outages are severely impacting our organization. What are the companies plans to minimize outages? We cannot continue to operate in this fashion.  Thanks.

Hello,I am trying to upload and embed a video to a KB article. The video format in this case is a .mp4 recorded from a separate program from the built-in option.When I embed the video, the saved article seems to ignore the CSS tags for width and height and makes it as big as possible. This is evident in both the article itself and the preview from the folder it lives in.Any ideas? Screenshot attached with the video sizing issue in the article as well as a the HTML code on the right. 

Approximately 10 minutes ago Incident IQ appears to have gone down. Our organization is not able to access Tickets and pages are stuck on a spinning circle indicating they are still loading. I have 2 pages that have been trying to load for 5 minutes now and they are still stuck.

When I scan a student barcode it has a P in front of the student number. How can I program the scanner, so it ignores the P. The instructions that came with the scanner don’t have that option.

One of our secretaries has not been able to add additional users to notify on her ticket.  No names appear when she starts to type a name. Any suggestions or questions?

On the left side of my screen, I accidentally removed the Assets icon.  How do I get it back?