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

  • 278 Topics
  • 979 Replies
278 Topics
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.

405
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. 

1578
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?

394
Kathryn Carter
M
Mary ChristieObserver
asked in Other
Search view Changed

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

413
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

591
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?

762
Kathryn Carter
M
mikegambleObserver
asked in Other
Incident IQ Catalog export

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

654
Kathryn Carter
N
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.

1046
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

33611
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? 

251
Kathryn Carter
N
Nathaniel GidonObserver
asked in Other
Resource Mapping for Office 365

I am working with Office 365 calendars, I am trying to do resource mapping. Unfortunately on IIQ we are not getting any options of any Microsoft Buildings. I can see we have some on campus here. Wondering if anyone encountered this year or manage to figure out a solution. Would love some feedback.​​​​​​

351
Kathryn Carter
R
Robert CebulaObserver
asked in Other
Text suddenly gets deleted

Has anyone else experienced the following issue?  When typing in text fields, such as Asset Tag, or Serial Number in an asset, or typing a comment on a ticket the text that I have typed will suddenly be deleted. Please see attached screen recording. This happens across multiple browsers (Chrome, Edge).Screen recording

393
R
J
jseitzingerObserver
asked in Other
Quick Start Guide for Change Management Module?

Does anyone know if IIQ has some sort of quick start guide on using their built-in change management system? I want to look into potentially building it out for our department and a guide on how to start doing so would be greatly appreciated.

4153
Kathryn Carter
C
cchengObserver
asked in Other
Log of SFTP Attempt from view

Is there a log in which I can see SFTP attempts that are attached to a view?  I have a view that should have sent a file to ParentSquare’s SFTP server, but ParentSquare does not have any files in the history.  I’m looking to see if IIQ made the attempt.Thank you in advance.

421
Kathryn Carter
J
JAbbasciaObserver
asked in Other
Custom URL

Hello, We would like to use a custom domain for customer facing access. Can we create an alias CNAME  record in DNS to achieve this? Example:https://yourschool.incidentiq.com is where people navigate to now to access the dashboard. Can we create an alias in our domain to allow https://tickets.yourschool.org to forward requests to our incident iq URL? Thanks!

1591
Kathryn Carter
KevinWeirSGUSD
KevinWeirSGUSDObserver
asked in Other
Entering purchase order number in Parts

I just added a battery pack to Parts (great tool!).  However, I could not enter the PO as it defaulted to the first Part entered into inventory and would not let me type over the correct PO number.When I tried to edit after saving, I found there is no edit option.  How can I edit so the correct PO is listed?

562
Kathryn Carter
E
Contributor
ebloomfield33Contributor
asked in Other
User dashboard

my question is can the user dashboard be configured or customized by me.  this link shows what the teachers see when they want to submit ticket - https://hvrsd.incidentiq.com/login/v2I was hoping to change the name and maybe the welcome message thank you

1512
Kathryn Carter
A
Contributor
angiejaegerContributor
asked in Other
Custom Field Limits?

We are getting ready to add over 80 entries into a custom field(field type select) that we are currently using.  Is there a limit to the number of custom field entries you can have?

433
Kathryn Carter
J
JTichavsky 433b89d creightonObserver
asked in Other
Survey scores in agent reports

Hey all! We just implemented Surveys and we see the results by going to Surveys-->Results. When we go to Report by Agent, the overall satisfaction window shows no results for the agents. Granted, there are only 2 completed surveys, is there a reason we cannot see survey results for our agents when viewing agent reports? 

701
Kathryn Carter
J
jmerwinObserver
asked in Other
Multiple approval rules

Can someone share their rules for multiple approvals. For example, approved by principal, once approved by principal sent to curriculum director, once approved by curriculum it’s sent to IT.

2285
Kathryn Carter
L
lluckertObserver
asked in Other
Report - # of tickets where actions were taken

Hello,I’m looking to pull a daily report of the number of tickets in which an action was taken - for instance the ticket was started or an action was added. Often I have In Progress tickets that don’t close for days because I am waiting on other people, but I want to see how many tickets have had work done aka an action or comment added, each day. Thank you,​​​​​​​Lauren

1127
Kathryn Carter
D
Doug-hallObserver
asked in Other
Bulk Delete Rooms

How can you bulk delete rooms?

1072
Hannah Bailey
K
KpeersObserver
posted in Other
Resolve button on iOS Mobile app is not very responsive.

I have multiple users complaining that it is unresponsive and due to it’s placement and need to hold its flipping them to the app carousel before engaging. Seems fine on my Android but I think this is a fair UX/UI criticism.

12712
Hannah Bailey
Z
Contributor
Zane GrovenContributor
asked in Other
Notes Field acting strange

Whenever any of our users add to the notes field under an action it gets longer (up and down) as we type. Its as if its hitting enter after each letter and there is no way to shrink the field unless you delete what you typed. The good news here is that all the empty space doesn’t seem to show up once the note gets published.

612
Kathryn Carter
J
jnoackObserver
asked in Other
Parts Tracking - Deleting a Part

I have doing some testing with the new Parts Tracking system to see if it will work for our needs.  I have some test parts I created that I wish to delete, however I receive the message “Part <xxxx> cannot be deleted because it has inventory history.  The inventory count for the part is at 0.  Is there no way to delete a part once inventory amounts have been changed for the part?

1264
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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