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I created a stale rule as a reminder for the requestor at 5 days and then on 7 days which was also set to automatically resolve. It has all worked (the emails on day 5 and 7), but my ticket did not automatically resolve on the 7th day even though I set that up in the rule (see below). My tickets require us to confirm the issue and then set an action before resolving. Is that why it didn’t automatically resolve? The only issue there is that there’s no option at the bottom to add an “action” to the ticket before setting the status to resolved. Maybe I’m missing something though!
Would be beneficial to our customer service building to see tickets that have been resolved by an agent and then reopened/escalated by the requestor afterwards. Would like to include tickets that have been marked resolved, then reopened, and then resolved again as well (in other words not just currently reopened tickets but past ones). Is there a way to go about this?
I need Renaissance Place added for Ticket Type/Model. It is currently not available in the Apps tab while logged in as an administrator. I am also unable to add it.
I no longer see the option in the JAMF app to push data from IIQ to JAMF. Is this no longer a feature, or am I missing a setting?
One of my facilities people showed me this, the click here to unsubscribe goes to nothing, not sure if glitch.
I had a technician tell me today that when they create subtickets for tickets they are assigned, they want those tickets to automatically be assigned to them. He said he rarely assigns subtickets to others but creates them for projects he is working on.Accomplishing this turned out to be possible, but isn’t as easy as I had hoped. There is no way to reference the agent from a parent ticket when creating a sub (that I could find). I even thought about experimenting with tags, but it would be ugly at best.My current workaround is this. This rule works, but is user specific.
We’re thinking through how me might use IIQ to track licenses that are assigned to assets. We could create an asset model that represents the software and specific assets that represent individual licenses, then assign to a user if appropriate but not sure about assigning to a device. I see an feature suggestion around this but short of specific functionality being added in the future, has anyone handled this in IIQ using existing functionality?
Today (9/30/24), there are some new implementations that I do not like. Actions are now required to resolve a ticket when using an alternate resolution (Resolve - No Response), when this has never been required before. Additionally, actions are now requiring that we add time to them in order to add them to the ticket. This is not a metric we use, so adding time is meaningless. Is there a way to disable these? Additionally, as a sort of annoyance, when assigning a ticket before, the view was automatically agents so you were able to assign tickets to only users who were marked as “Agents”, but now it’s listing every single user in our district. We are a 28 school district, which is means there a lot of users. It’s so frustrating, is there way to change this back so the automatic view is agents?
Hello and welcome to the Incident IQ Community! 🥳 🎉 We are pleased to be here with you and have a chance to create an ecosystem where all Incident IQ users can connect, collaborate, share knowledge, and learn from each other. This thread is a space for you to share a little more about yourself, your interests, and all the cool iiQ-related things you are up to! Some questions you could answer to get started are below, but please feel free to add anything you’d like to your introduction: What is your name? 👋 What is your job title and where is your district located? 💻 How long have you been using Incident IQ? ⏰ What is 1 way Incident IQ has benefitted your job and workflow? 👍 Anything you’d like the community to know about you? 😊 What are you looking for from this community? 🔎 We look forward to meeting and learning more about you.
I would like to create a view that shows all active students with a column that shows internal notes for the student. Currently, I do not see that as an option. Is there a way to achieve this?
We have several different types of devices (keyboards, Docking Stations, monitors) that don’t cost enough to assign Asset Tags and some items don’t even have Serial Numbers, but we want to track how many we have on hand and where they went. I thought about using Parts, but haven’t found where I’d be able to assign them without a ticket and we don’t want to create a ticket for each Docking Station we send out (especially on our initial distribution).Is there a way this can be done in IIQ that I’ve missed?
We have all of our projectors except one model in a model category called Projectors. The one exception is in a category called Overhead Projectors. How can I change the category for the exception model so that it is in the category called Projectors?
When you remove a custom field from a issue type, does it remove the field from all existing tickets? That is, the data that had been entered in that field is just lost forever? We accidentally had the wrong field on a ticket (two student ID fields with very similar names - one required and one not required) so we took the required field off of the ticket and put the optional field on. Now none of the existing tickets have a student id - they were all replaced with an empty field.Is that working as intended? Or a bug?
I have written a small program that does some things for me. I use this (for example) as a way to query an asset by its serial number: { "Filters":[ {"Facet": "AssetSerialNumber","Value": "value"} ]} That works great. But I now want to search using the Notes field. I’ve tried Facet being Notes and AssetNotes but neither work. I’d like to know how to search based on the value in the Notes field. Also, it’d be nice to know if there is a find all AssetSerialNumbers starting (or ending) with a value. That’d be super helpful too but is not required.
I’m exploring the option of assigning custom fields to staff based on Job Title. However, it looks like none of our staff are getting that data in iiQ.I checked our Data Mappings, and Job Title is set to pull from Google SSO. Do the titles need to be in a specific format?I have a custom field mapped with the data, but it would be nice to see it in the main profile section. I do have a support ticket submitted since staff with multiple titles don’t get recognized properly by that custom field. Single titles are working.I might be able to pull this from our SIS (Infinite Campus) but I’m hesitant to make the switch. Hopefully our sandbox instance is ready soon 😂Screenshots below of our:Data Mappings Staff Profile
I would like to pre-create storage units for future use without having to add assets right away. Or copy and edit existing storage units to retain the information I want and change what I need to.
For the last week or so, our Jamf Pro sync has been failing with an “Unauthorized” error. We checked the credentials that iiQ is connecting with, and verified that permissions for the account in Jamf have not been modified.We reached out to Jamf support and were told that they’ve had some recent infrastructure upgrades, and that additional IP ranges and ports would need to be allowlisted by iiQ.My initial hesitation with that answer is that I’d assume someone else would be having the same problem if that is the case - so I’m here to check. Anyone else seeing these failures?
In the November 14th Office Hours, I mentioned some of the details for how we handle loaner Chromebooks, specifically the templates we use and some rules to help reduce clicks.We have 2 main reasons students need a loaner Chromebook from our spare pool:Chromebook left at home Chromebook not chargedWe have templates for each of these, which makes submitting tickets easier & allows for clearer data. Within those templates, a few actions are included. Initially, we just added the Daily Loaner tag. Once the ticket loaded, we needed to click Start Ticket and head over to the Submitted By section to change the requestor.To reduce the clicks and ensure the Submitted by section reflected the student, I added 2 actions:Set status: In Progress (this sets the ticket to In Progress as soon as the page loads) Set requested for: (left blank as a prompt for the student’s ID number or name)These changes mean we can immediately assign the spare device.I also have some rules set up related t
I need to run a report ran every FridayASSIGNED TO SUBMITTED ON.. STATUS TICKET# SUBMITTED BYCan this report be emailed?
We are syncing assets with Mosyle and FileWave. We have set a default location for new items to be in "provisioned" location. However we have many things that stay in that provisioned location even when we move them to a different location. I will move the tags during the day to a specific school location but that night it syncs with Mosyle or FileWave changes it back to provisioned. There is not a specific user assigned to these devices as they are Computer labs or shared use iPads and a few other things. Can you help me figure out how to have these items come over from Mosyle and FileWave but then have them stay in the location we move them to even if there is not a user assigned to that particular device/item? For Mosyle we have set automatically update owner in IIQ based on user id in Mosyle and we haveFor Filewave we have checked the box to map by Owner’s location (Assign asset to location in IIQ based on owners location and map by location name checked. We have custom mappin
I submitted this feature request a while back, with the intent of hiding “secret” fields: However, I realized I also want the opposite. Today, I have custom fields for Assets that mark whether the asset is a loaner, or a classroom spare. It’s a simple Y/N toggle. With Permissions v2, I have a subset of Faculty / Teachers who can view assets at their site. They are not Agents. Here’s their permissionsThe custom fields I’m looking for are configured for Assets as such: While these folks CAN view assets, they CAN”T view the “Meta Information” section. As an IIQ Admin, I can. Does anyone know what v2 permission I need to grant to allow non-Agents to view Custom Field metadata on the Asset? Granting Agent access is not an option; I don’t want them to see or work tickets.
So We have been asked to allow Guest emails for a specific domain that shares a campus, we are getting the following. error, double checked settings and am now here.. any ideas where else to check past rules, permissions and roles ?
Is there a way to make adding a comment required when changing the ticket status. We would like to have a comment required when the ticket is escalated to a higher level tech or when we move the ticket to Facilities (we have a custom status that unassings the ticket, removes followers, then moves it from Ticket to Facilities). It would be nice to know why the ticket is being escalated or moved.
Is there an option in iiQ that would allow users to schedule to sign out assets? We have a computer cart that teachers can sign out to use for their class periods. It would be good to have them do it in iIQ since they are already in here for tickets but I don’t know that the functionality exists.
We have a category called “Chromebooks” and when I go in and update an issue to categories, I select from the dropdown Update category and overwrite models to match category. It seems to have updated one of the models within the Chromebook category but not the other models. Any suggestions
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