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

  • 244 Topics
  • 875 Replies
244 Topics
C
CSamuel 26389e8 uniondaleObserver
asked in Other
Bill Cancelation

There was once a lost iPad and the assigned user was billed for a lost iPad. The user paid the fee and a few weeks later the iPad was discovered. Is there a way to initiate a refund in the amount which was paid and then archive.

211
Kathryn Carter
J
JMartinez 200bc69 riverdaleObserver
posted in Other
iiQ Events implementation for K-12

Hello iiQ Community, We at Riverdale Country School are interested in connecting with districts which have adopted iiQ Events into their event workflows. We are struggling to migrate our system of Google forms and Google Calendars into iiQ and are hoping we could see your workflow and be inspired with new ideas on how we could migrate from Google into iiQ. I am open to connecting within this discussion or via conference call. Thanks in advance.

895
Hannah Bailey
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SMarion 490b5a6 purcellps
posted in Other
Cant read the academy quiz pictures

With the release of the new IQ Academy Certs, I tried it out. I had to stop taking the test. The picture examples in the test are to difficult to read, in order to answer the questions. They are blurry and semi unreadable.

404
Reesa Azar
E
Contributor
EstonMeltonContributor
asked in Other
PDF export file size

When I export an Analytics view as a PDF, I get file sizes ranging from 30 to 130 megabytes. This seems outlandish. I submitted a ticket thinking this might be a bug, but it was closed - “the file size is as intended,” was the comment. Can someone please help me understand by there is an intent for a one-page PDF with simple vector graphics to be so large? I have multi-page PDFs with high-res photos and incredibly intricate diagramming from building schools that are smaller than some of my IIQ exports.

181
Kathryn Carter
S
StanObserver
asked in Other
Remove "Help & Tips" tab on the right-hand side of the screen

How can I remove the blue “Help & Tips” vertical tab on the right-hand side of the screen?  I’m constantly fighting that thing as I try to scroll the window underlying it.  It’s completely useless since there is already a “Help” button at the top of the screen.

22416
Kathryn Carter
DPadilla 6308d7c besd
DPadilla 6308d7c besdObserver
asked in Other
Easier way to find vidoes only.

I’m a visual leaner and I love watching videos. I don’t mind the how-to guides but I like to watch what I’m learning in action. I don’t want to read every one’s comments if I don’t know what I’m supposed to do! Are there full videos of how to for Importing Parts and Inventory? I want to watch a video first to see how I can apply it to my job. Is there a web page with only videos? I went on YouTube but the videos are only a minute or two minutes long. I started the academy program for new employee but I don’t like the short videos and then read then a video and so forth. I’ve been working in my position for a month now and I have a lot to learn for IIQ. Also, If you make a a section for new employees basics. All the information provided is good but overwhelming! 

163
Kathryn Carter
J
jmerwinObserver
asked in Other
HR Onboarding Email

Anyone know how not to have the IT tasks show on the employee onboarding email sent to the new hire. Those tasks are internal only.  

422
J
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MPerez 15382e6 twpunionschoolsObserver
asked in Other
Sudden Problem with checkout and Student ID

Suddenly, agents cannot check out a device in Checkin/checkout using a student’s ID.  Is anyone else having this problem?

1129
Kathryn Carter
CAustin
CAustinObserver
asked in Other
Event details in IT and Facilities tickets.

Hello,I’d like to know how to get Event details in tickets sent to Facilities and IT.  Currently, the ticket templates that are created via a rule that triggers on approval, contain no data. Looking at the FAQs, a post titled “How can I view Event Details in Tickets on the iiQ Mobile App?” indicates that tickets sent to Facilities and IT should contain event details. I also see other posts requesting to not forward the custom fields to these tickets. So, I assume this can be done, but I have no idea how. I do not see an KB articles for this, unless I missed it. Can someone please assist?

584
Kathryn Carter
NLosito 5874be6 nbufsd
NLosito 5874be6 nbufsdObserver
asked in Other
New Location

I am new to Incident IQ.  I just made 3 new Administration Locations.  I wanted to add rules to these locations like I did for my other locations but the new locations are not appearing.  What did I do wrong?

705
Kathryn Carter
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LBritt 4971c19 claytonObserver
asked in Other
Barcode Scanner Options

I’m currently using a new scanner for rapid scan and after some searching around, i found there is an option to adjust the barcode scanner options, but i do not know what are the parameters and i do not see any options to adjust this or to help me understand how to adjust this on the community page or website.

5203
Layla Stone
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KMurphy 4372d50 monroek12Observer
asked in Other
Merge HR forms

Is it possible to merge locally created HR forms with the W4 pre-prepared template? 

392
Kathryn Carter
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KLara 6634251 buhsdObserver
posted in Other
Hosting multiple "Schools" at one location, or grouping locations together

At our district, we have a location that hosts multiple “schools”. We currently have two charters working out of the district facility and using some district equipment, such as desktops and projectors. Their students exist in a weird “in-district but not actually in-district” state, and to make this even more confusing, we have a classroom of in-district students that is staffed by one of the charters. To better organize where the students are located, we’ve created multiple “schools” in our SIS platform that sync into iiQ. The issue arises when tickets at these sites come in, as different staff put in their tickets from each “school” and devices that are located at the facility get divided between the different “schools” and move around constantly. I would prefer to have one large group, such as a “Campus” that can house all of the devices and any tickets submitted from any “School” within it will be part of this group, while maintaining the SIS sync to each “School”. I understand th

374
Kathryn Carter
J
Participant
jo.cpaParticipant
asked in Other
API - User creation

I have a need to create Users via a programatic API method.I’m checking the documentation, but I don’t see anything about User creation in the API.Is this correct?  Is there a way? 

683
Kathryn Carter
PCollins 7a1f1 ffc8
PCollins 7a1f1 ffc8Observer
posted in Other
New to the Community

Hi, My name is Pamela and I work for Fountain-Ft.Carson SD8 out of Colorado Springs, CO. We are moving to Incident iQ in the coming school year 24/25.I am excited to learn more about iiQ and to be apart of this community of knowledge seekers and givers.

532
ADeLacy
Participant
A
AHayes-AllenObserver
asked in Other
Add more dates to an existing event/ticket

Is there a way to add dates to a ticket or event?  I have not been able to do so.  I cannot modify it as a ticket and when I try to do it in the event the blue apply selection button doesn’t actually apply the dates.  I have tried as an admin and also had the “owner” try.

305
Kathryn Carter
F
FGonzalez 75081eb csd509jObserver
asked in Other
Global Search - API

Is there an API call to search values from the CustomFieldValues? Something similar to the new global search feature where I can search for almost anything. Example:A script that searches for a MacAddress “XX:XX:XX:XX:XX:XX” and I would get a return with the Asset attached to that CustomFieldValue. 

1278
F
A
Contributor
ajgreenawaltContributor
asked in Other
Asterisks in KB articles

I am attempting to publish a KB article instructing users to dial *97 to access their voicemail.  Putting asterisks in the body of the article are causing formatting issues.  Is there an easy solution to have the article show a “*” instead of affecting formatting?

304
Kathryn Carter
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Mary ChristieObserver
asked in Other
Search view Changed

The search view has changed does anyone know how to change it back?

353
Kathryn Carter
K
KWondra 690b593 usd266Observer
asked in Other
Enhaced Global Search - When will we get this feature

How can I tell if we have Enhanced Global Search for our District.   Seams like nothing has changed and would really benifit having the ablity to search more specific information.   Can you tell me when to expect it in our district. Maize USD 266

491
Kathryn Carter
S
SOuellette 663c2b3 westwoodObserver
asked in Other
Dashboard Customization not Available

I am setting up student technicians and have assigned them all to the user role ‘faculty’ (a workaround that has enabled me to modify their permissions with more granularity). I believe it’s because of this change that these users can no longer customize their dashboard view. When the click their username and select ‘options’, ‘Dashboard’ is no longer one of the available tabs. I only see ‘Settings’ and ‘Notifications’.Is there a setting or permission where I can reenable the ‘Dashboard’ tab for them?

632
Kathryn Carter
M
mikegambleObserver
asked in Other
Incident IQ Catalog export

Is there a way to export this to a .csv file?

464
Kathryn Carter
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NEngland 743eb7a jeffersonriseObserver
asked in Other
Academy training seems broken

I clicked “view course” underneath “get admin certified” and on the next page I click “start course” (no other options exist) and it brings me straight to the quiz. The course does not show up anywhere. I was thinking maybe it’s found somewhere else, but if that’s the case why would there be a link to click that says “start course” if it wasn’t suppose to actually start the course? It doesn’t say “start quiz”.I decided to take the test without studying so I can get a more detailed idea of what I actually need to go over. It’s a busy day, lots going on and first question submitted by mistake. I thought to myself ok, no problem, I’ll just start over real quick, but this not possible. Is there really no ability to simply start over? Had a couple more I realized were wrong after submitting, but that’s my fault as we were warned. Ended up with a 74%, reviewed the questions I got wrong and went to take the test again, but it just brings me back to the same page with no option to start over.

856
N
zige
Participant
zigeParticipant
asked in Other
Confused: Where do some of these model categories go? What ticket types are they associated with?

I’m going through and creating my own model categories for custom issues.As I’ve learned, in order for the model category to appear in the new ticket wizard (a.k.a. the ticket types/“big buttons” screen), it has to be associated with a global parent category created by Incident IQ (like “computers,” etc.).But here’s the thing: there are some global categories — created by Incident IQ — that don’t appear to populate in the new ticket wizard.Unless I’m wrong (I usually am), these don’t seem to do, well, anything. Like here’s one: “Onboarding” is a global model category created by Incident IQ. But you can’t do anything with it. Am I just not seeing where “Onboarding” fits under the ticket types (“the big buttons”)?I mean, I’d like to use Onboarding as a category, but which of these would the models/issues fall under? Where would models/issues assigned to Onboarding go? Soooooo I tried to assign models to it, and then I get this error:“Onboarding is a child category.” It’s a child category

29511
Kathryn Carter
KevinWilkins
KevinWilkinsObserver
asked in Other
Using mobile app for deprovisioning chromebooks

Am I missing something or does using the Mobile App not support deprovisioning of devices? When we try to use the deprovision option it will error out because we do not get the drop down menu to select why we are deprovisioning it. Since we can not select any options it just errors out and puts you into a cycle or failure. My question is this, can you use the mobile app to deprovision a device or is that not possible? 

181
Kathryn Carter

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Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

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