Other

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

  • 148 Topics
  • 465 Replies

148 Topics

E
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. 

1
Hannah Bailey
1 year ago
J
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.

1
Deborah Creekmore
1 year ago
R
rboudwinObserver
asked in Other

Parts,Purchase Order

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? 

3
Hannah Bailey
1 year ago
M
Contributor
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

2
Kathryn Carter
1 year ago
R
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?

3
Hannah Bailey
1 year ago
Dave_CSD58
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!

1
Hannah Bailey
1 year ago
Steve Rinehart
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!

3
Hannah Bailey
1 year ago
Cozmo03
Participant
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 cell phones, but t

4
Jessica Adkins
1 year ago
A
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? 

1
Reesa Azar
1 year ago
M
Contributor
mrodriguezContributor
asked in Other

Custom views

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

3
Jessica Adkins
1 year ago
P
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?

2
P
1 year ago
G
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?

1
Deborah Creekmore
1 year ago
K
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.)

4
K
1 year ago
A
Amy.YorkObserver
asked in Other

Survey Filtering

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. 

1
Reesa Azar
2 years ago
T
tfaighObserver
asked in Other

Access to Knowledge Base without an IQ login

Hi! Is it possible to access the Knowledge Base to see public KB articles without having an IQ login?  We would like our end users/requesters to have the ability to seek self help articles prior to submitting a ticket.  

1
Reesa Azar
2 years ago
Jose F.
Jose F.Observer
asked in Other

Adjust default notifications settings for user Roles

Can notification settings be adjusted for specific Roles or groups of users or is this only adjustable individually by the user? 

2
Jose F.
2 years ago
J
jseitzingerObserver
asked in Other

API UserToken

I am creating a “service account” for our automation and I cannot for the life of me remember where I can find the UserToken that is required for the header information, does anyone know where I can find it for this service account?

3
J
2 years ago
A
Aviator08Observer
asked in Other

Sandbox environment

I would like to know if we as admins can have access to a sandbox copy of our live environment? I would like to try some new features but I do not want to worry about messing something up or having to revert changes in the live production.

1
Reesa Azar
2 years ago
davecarty
Participant
davecartyParticipant
asked in Other

IIQ Down?

We are currently having trouble accessing the IIQ website. Is there any issue on IIQ’s end?

3
Hannah Bailey
2 years ago
Jessica Adkins
Jessica AdkinsiiQ Community Manager
asked in Other

Can I send out welcome emails automatically or send in mass?

We are almost finished setting up our Incident iiQ account. Once we are ready to go, is there a way for us to email all users at once?

1
Hannah Bailey
2 years ago
Instructor_Ivan_Quigley
Instructor_Ivan_QuigleyiiQ Know it All
asked in Other

How do we add our logo to emails?

I am needing to add our school logo to emails. How do I do that?

1
Jessica Adkins
2 years ago
Jessica Adkins
Jessica AdkinsiiQ Community Manager
asked in Other

Can I exclude breaks, holidays, weekends, and non-working hours from SLA calculations?

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

1
Instructor_Ivan_Quigley
2 years ago
Hannah Bailey
Hannah BaileyiiQ Community Manager
asked in Other

Can I specify which app takes priority for updating data during syncs?

Is there a way to manage which integration is updating certain data fields? I would like for our SIS to update the name and location of teachers and students, instead of our SSO.  

1
Reesa Azar
2 years ago

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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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