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Hello We have a workflow in our organization that when the technician needs a device to go in for hardware repair they change the status of the parent ticket to kick off our workflow everything is working mostly as I want but I just am left with one issue and i’m 90% sure it has to do with the ticket template. I want the asset to be passed from parent ticket to the subticket and for the life of me can’t get this to function as I would think it could. I have resorted to just using the variables to pass the data into the body of the request but was hoping that the asset could be tied to the repair. Any advice to make this work?
We have an issue available to users to submit a ticket to “restore a deleted Drive file.” As this is a common request, we’ve created a quick ticket for it. When users are clicking submit, they’re seeing this error message. We’ve been unable to find the setting on our end to resolve this. To clarify, I’m still able to enter the ticket through the normal pathway on this user’s behalf, but when she enters it through the quick ticket button, this is what she’s seeing. Thanks for any help!
Is there any way to hide certain locations for the remote support ticket app? I do not need parents seeing the “Board Office” or “Unspecified Location” (see image below):
Is there a way to sort iiQ Knowledge Based Articles within categories/subcategories by non-alphabetical means? Like could we assign a priority to an article based on number of tickets received and bump that article to the top of the list within a category?
We’re setting up the Google Calendar app for events. We’ve mapped locations and we’ve mapped resources to building and rooms. What I’m seeing is that events on the primary Google calendar synced to IIQ show up, but no events from the resource calendars are being created in IIQ. Is there something additional needed to be completed before events on the resource calendars get created in IIQ?
Hi all, On the facilities dashboard, there is a standard “open tickets by location” report. I would like to create another one that is the same logic but “Open tickets by agent”. So, a summary count of open tickets by agent. Has anyone been able to create a view/report that incorporates a counter like that? I am only able to pull standard columns into the view and have not been able to find a way how to tally up the lines. Thank you! Minette
Good Morning, Im having an issue where my supervisor can’t login using SSO. His account is showing as authenticated by local provider. In the logs he is showing as being synced. I’m new so please bare with me.
Hello, We’ve been experiencing intermittent issues with IncidentIQ kicking back email-submitted tickets with an “Invalid e-mail” error. We’ve had this occur 21times in the last six months, with no clear pattern of what is triggering it. We’ve tested sending the identical message from different users and at different times and it goes through with no error. The error body is:Incident IQ Log in to Incident IQ Login to Incident IQ Invalid e-mail [*******] We've received your request to create a ticket from e-mail, however we were unable to match the email format to what your site admin has setup within Incident IQ. Please make sure the email address you are sending to matches the address given by your site admin. Please contact your site admin for further help. The bulk of our tickets come in via email, and this is resulting in some being lost, which doesn’t build staff confidence in IIQ or the IT support function in general. We have a support ticket open with IncidentIQ since early thi
Our district uses our student accounting system (PowerSchool) for fees. I am looking for a way to use the tickets created as a damage report to send to parents explaining the damage. The pdf print out of tickets right now gives a little bit too much information and I think it may confuse them. Anyone have any ideas on how to do this with incident IQ?
I have a Supervisor asking me if there is a way to find view/report/filter/dashboard all tickets that have been submitted but have had no activity on them? I have searched through the community and knowledge base and have not see a way to possible do that.
Hello all, I am having an issue when using the mobile app on iOS. When I am in the dashboard/hit the search button from anywhere and type in a ticket number, I can not open the ticket. The search finds the ticket, I see general details, but when I try to open the ticket. So I can search it, it pulls up the below screenshot but when I select “View Ticket” under options, it loops me back to the dashbaord and does not open the ticket. I can find it in a filter I made and open it that way, but it feels like I should be able to open the ticket via search, as the button states. I have tried closing and reopening the app, checking for updates and uninstalling and re-installing (plus updating) the app. Any thoughts on how to fix this issue? I am with Portland Public Schools in Portland, Oregon.
This maybe long shot but I want to create a site / dashboard that pulls data from IIQ that is an AT a glance how many tickets are open total and at what site for both our Facilities team and Technology teams that can be posted / shown for our C-level, and teachers etc. On a website, maybe Power BI, SharePoint etc ? Before I tread into these waters I figure Ask, maybe someone has done this. Simple example.
Is there a way via using a rule or something that I could make it where an agent could not accidently mark a ticket as resolved until after a event date? We have had this happen where a user will close a ticket early but then details for an event get added/changed and they miss those because the ticket got resolved before the event occured. This is for a ticket template ticket that gets generated when an event is being approved or running on a schedule. BAsically looking for a way to allow agents to be able to resolve tickets but being able to control a time period of when those actions can occur.
Currently you have to remove followers one-by-one. It’s tedious, especially when you have 85 followers. There should be a way to remove followers in bulk by selecting them through clicking on them or having a checkbox and then a button to “remove selected”, or something like that.TIP: If you do run into this issue, start removing followers starting with the very last one a the bottom, it goes faster than starting from the top and having to wait for it to refresh the list.
Hello We are a large district and we have quite a few unassigned tickets that is showing up for our agents. How do we restrict the unassigned tickets to only show up for IIQ Admins - I don’t want our agents pages to be flooded with unassigned tickets
When filtering tickets, is there a way to granularly list an assets location in a column? For example, I dont want to know just what building it is, I want to be able to list the room as well. When I bring devices back to our tech department for repair, we put them in a specific room in the tech department. I wish I could see that in a ticket list. I would like to be able to see if an asset is here at the tech department at a glance in a ticket list. If the asset has a balance, I can list that so that I can look at that at a glance.
We are deploying new devices and have found a few students that don’t seem to have a device assigned to them. Is there a way to filter users to show only those that do NOT have a device assigned to them?
We have a user that reached out about wanting to be able to add followers to the ticket she opens. I read a few articles on here and the permissions for List Users is one that they said was needed. This is selected and the user still cannot add followers to a ticket they are opening. Can anyone help us with this?Thanks in advance!Gary in KC
I’m trying to set up a rule to create a ticket whenever a student changes locations in the district...i.e. they are moved from one school to another in our SIS and our Google sync changes their location in iiQ.I have set up a rule for Users, when Updated with the following criteria: ‘When field is update: Location’I tried a variation where I added to the filter ‘Location’ and included all locations. When the user location changes either manually, or by Google sync, the rule is evaluated but marked as false in the rule log. We have several other rules that are similar based on the user role changing between student and no access and staff and no access and the rules work great. Am I missing something?
We just started looking into SLA and Analytics Explorer for the agents. A question came up hopefully someone could help. When a requestor submits a ticket the Response time starts. Lets say it take 2 days for that ticket to be assigned to an agent he answers it in 2 hours. Does 2 days and 2 hours count against the agent? Same goes for Resolution time. If they close that same ticket in 4 hours would the agents Resolution time be 2 days and 4 hours? Thank youRon
We’re trying to configure permissions so a specific team can create tickets for any ticket type, but can only work (edit/resolve) tickets from one specific ticket type. Has anyone found a way to prevent a team from working tickets outside of their designated type, while still letting them create tickets for any type? Any suggestions, creative workarounds, or confirmation that this isn’t possible would be greatly appreciated.
Hello! We are beginning to process fines in IIQ for staff users. We utilize Intouch for our payment system. It was discovered that there was a recent change to staff IDs in InTouch from the recent migration to Qmlativ. I was informed that if we need to add staff fines to IIQ, there will need to be a crosswalk done to the IDs in IIQ so that the IDs match in both systems. Intouch let me know that someone from Kent (or from IIQ) would need to do the crosswalk. Student fines are working great and have not been an issue. Has anyone else encountered this? I have already looped in our CSM but wanted to put this in the community as well. Thank you!
We have an integration with FileWave. When our iPads are imported in, the model “iPad” shows up in the Model Mappings tab. We currently have it mapped to just Apple iPads. We would really like it to sync with the actual model of the ipads (10th, 9th, 8th generation, etc.) so that we can better track the age of devices. Right now - we have over 3,000 iPads that all say model “iPad” any help would be appreciated.
Good morning! I’ve been trying to figure out how to set device Asset Status to ‘In-Service’ status when they are logged in but have an Asset Status of ‘In-Storage’ My goal.. if something is In Storage, but is actively being used, I’d really like it to be In Service. Can anyone tell me how to make this happen, and if it’s a bad idea, tell me why? Thanks all! !--a=1-->
In the past a line appeared through a To Do item after clicking on it. This item would then be transferred to All To Dos and leave the main list. This is no longer occurring. The line appears but the item does not move and after a few minutes the line disappears and the item is still in the main list. Not sure if this is a change or a bug.
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