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216 Topics

DJones 263fde7 wwusdObserver

Recover a deleted part.

Is there a way to recover a deleted part to keep all it’s usage history? I was trying to adjust inventory and accidentally deleted the entire part from inventory when just trying to cancel the adjustment.

WSpencer 567ffda acpsmd

posted in Other

Default Workflow programming

We just recently acquired and rolled out the software in our county. I’ve taken charge of creating workflows from ticket submission to billing. We have created statuses but some of the status equal similar analytical calls. We dug deper and found a default workflow template that seems to set the determining resolution: So my question is can we change these to reflect this: As you can see by the color indicators our pipeline in analytics picks up alot of ‘waiting for requestor’ and ‘in progress’ time. Obviously we can change parts of our workflow to equate different things to create a better analytical pool. Can we program the title of the resolutions to curate our analytical profile better? To show ‘pick-up for repair’ as ‘delivery time’ in analytics? The slide is old as we have added ‘Out for delivery’ after ‘vendor repair complete’. We are trying to get a better read on the amount of time a device is out of circulation with in our processes.

JMEYER 840b740 isd191Observer

Inline pictures for response

Is it possible to insert images inline within a comment or text snippet?

SSandrock 29300e0 gmObserver

Nightly Email Blast: "Help Ticket Awaiting Resolution"

The way our IIQ is set up, each agent receives an email every night for each ticket that has been open for a while and is awaiting resolution. So, last night I received 17 email notifications at 12:25AM with the subject line “Attention: Help Ticket Awaiting Resolution.”I can’t find anything in the administration settings to change this notification setting. Can someone tell me where I could find this? Thanks!

PTranchida 4235870 rochesterObserver

Set Daskboard as the default when they first login

How do you set the dashboard to bet the first view when they first login instead of the view they last were at?

shennessyObserver

Export locations with rooms numbers

Is there a way to export the locations with room numbers. We currently are adding room numbers from our SIS. However this is only bringing in classrooms. We would like to also input non-classroom room numbers but don’t want to duplicate them.

Aviator08Observer

Analytics view non Admin

Is it possible to grant access to the analytics explorer with someone having the admin role? I would like certain agents to be able to access the data but only that area. Not any other areas of admin.

MLund 7030f35 sd308Observer

Documentation Management

Hello,I was wondering if there were any apps or processes for documentation management? I know there is the Knowledge Base and that is good for basic information and procedures. However I am looking for something more robust that offers document process approval, versioning, metadata, CSI, among others. Do you have any options that offer any type of management, suggestions, or is that in the works? Thanks!Mike

LBranch 21332af emsisdObserver

Limiting Asset Visibility

I am trying to see if it’s possible to make certain assets visible to a select group of users. I have a department that wants to add equipment to IIQ( which I can do) , but I need to make it only visible to that departments users. I first thought maybe create a team for that department but I can't find anything that would suggest we can narrow those assets down to be visible by only that team. Alternatively, I thought maybe make a certain user group ( ie: agent, guest, etc) and go from that angle? Or is it possible to make certain asset groups only be seen by certain users, maybe edit each users permission in that department to see that equipment. Thanks in advance!

zigeParticipant

Can I create an issue and/or issue category and quickly apply it to multiple models?

We have three types of devices (“models”).I want to create custom issue categories and issues that apply to ALL three.Can I create these and quickly apply them to all three models at the same time? Or do I need to click into each model from the Issues page, click the Issue button next to each model, and click “Add New Issue” for each one?Thanks.

zigeParticipant

What is the point of uploading an image to a model category? Where is this image visible to users/agents?

I just created my own model category, and I see that it asks if I want to upload an image to the model.For fun, I tried uploading one, but I don’t see where this is supposed to be visible? Any context? Thanks.

Instructor_Ivan_QuigleyiiQ Know it All

Vendor Agreement Location

Where can I find the Vendor Agreement?

COnochieObserver

Vacation/Out of Office

Hi everyone, hope you all are having a good Tuesday. My manager mentioned there’s a way to mess with the calendar inside Incident IQ so that if you’re going on vacation, or going to be out of the office, you can set up your calendar so you don’t receive any tickets. If anyone can vouch for this and demonstrate this for me I’ll greatly appreciate it. Thank you!

JRood 877c5a lvpioneersContributor

Automatically Ticket Creation Help

I am trying to create a rule that creates a ticket when we are out of stock of parts, but it doesn’t seem to work.. I have attached a screenshot of my rule. I feel like I just don’t have the logic correct, but I don’t know what I need to adjust. Can someone help?

mlhawthorneObserver

Editing Bulk Option Actions for Agents

Is there a way to add “Set Role” under User Explorer and other bulk option actions to customize the view for specific agents? Currently only our IIQ Administrators can view “Set Role” as a bulk option under User Explorer. We have searched the permission settings and allowed “Extended Bulk Options” for our normal IIQ Agents but it does not allow for the “Set Role” option to be visible to them.

JRood 877c5a lvpioneersContributor

Low Inventory Alert Question

Can you make it so you don’t get low inventory notifications if you have enough parts at another building? Example: I have one building that has 2 keyboards and our minimum threshold is set to 5 but I have 20 more keyboards in stock at another location. I get a low inventory alert at one building because they are below the threshold.

JTemarantz 20c404 volusiaObserver

HTML in KB Broken?

After an update to our iIQ KB, any custom HTML I write is not displaying properly. I just get the exact code. I have tried with and without using the code button, embedding everything into an <html> element, etc. This also applies to any embedded links such as a custom Google Map embedded with our site locations.This was working before and I could create full tables with CSS applied. Anything that was working prior is still showing, so long as I don’t make any changes. Not sure if there’s a new way to format HTML or if it’s currently not working right for new edits. If anyone knows anything, I’d appreciate it.Thanks.

JRerickObserver

Is there a way to set notification preferences globally?

I might be blind, but looking for to set global notifications for our entire district for staff/faculty. This way, we know they are receiving emails (and can opt-out on their own instead of opting in). Thanks for the insights.

eddie.sasserObserver

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.

joshinskyatSAObserver

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.

rboudwinObserver

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?

mfischerContributor

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

Robert403Observer

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?

Dave_CSD58Observer

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!

Steve RinehartObserver

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!

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