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Anyone else experiencing issues when trying to pull up different ticket views? It doesn’t matter which view I select, it can’t load any of the items, it just spins. I’m only seeing this issue when I try to pull up different ticket view. Asset and User Explorer are working as expected. I can even pull up the Open Tickets view, but none of my customized views will load.
Hi everyone. New to the community, been using IIQ for a little over a year now and loving it until now. My customer success manager asked me to submit my question here to get y’alls opinion so here we go.We’ve run into a hitch though with our SIS integration. We just upgraded from Skyward SMS 2.0 to Skyward Qmlativ. Skyward is requiring vendors to be a partner which IIQ does not seem to want to be a part of so they’re not an official integration partner to use the API. However, we have the ability to send CSV’s using the OneRoster reports. I followed this guide here:Installing OneRoster CSV SIS Integration | CommunityI got everything setup until it said it needed all the reports in a ZIP file? That seems counter-intuitive and of course Skyward Qmlativ doesn’t have the ability to send reports together in a zip file. So now I’m thinking I have to export to some local SFTP site, create a script to zip these files nightly, then send it out to IIQ? That seems like a lot of work that also op
We have a rule set up that when a ticket status is changed to “Re-Image Request” it triggers a subticket to be created. I have made a district-wide shortcut that changes the ticket status to “re-image request.” Whenever the shortcut is applied, the status is changing, but the subticket is not being created.If I do not run the shortcut and just simply click on the ticket status and change it to “Re-image Request,” the rule triggers properly, and the subticket is created.Does anyone have any ideas why the rule is not being triggered when the status is changed via shortcut?
It is typical for our media center staff and office staff to hand out spare devices when a student breaks their device, or needs to borrow a spare for the day. It would be an amazing addition if these support staff members were able to issue a spare device themselves, rather than needing an Agent to issue the spare afterwards.I would like to see the “Issue Spare” button available in the ticket submission window - perhaps as custom field option which could be added to a ticket based on issue type, or other conditions.
Is there a way to prevent anyone outside of a team from resolving tickets assigned to that team?For example we have a set up for agents to submit a subticket assigned to the “Reimage Team” when they need to reimage a device but we do not want the agent to have access to closing out the subticket unless they are in the “Reimage Team.” Is this possible?
Is it possible to change the Annotated (custom) user field, location and notes to write back to Google, so that any devices in our system match the information we have in Google Admin Console?We want to edit these fields, but on the IIQ side. We have already created a Notes section, so we can change that when we edit an asset, but currently we cannot edit the Location or user in this section.
IIQ community I need your help!!!I created a summer audit so I can verify the classroom devices at my school. Things like projectors, monitors, etcThis is the schedule I created. I want to know the best setting for the Assets at Risk timeframe given that I want to do the audit once every year. I want the verified devices to stay in the verified state so I can make sure I get all of them. My first setting had it at 3 weeks and devices I know I verified were now showing as pending. Just need to know what the best setting for At risk should be. Thank you in advance
We have been using IIQ for about a year so I am getting more comfortable with rules, ticket templates, etc. I always end up finding the unique situations though 😆 Here’s what I want: I would like a ticket to be made, when a ticket closes, and I want the new ticket to reference the closed ticket number. Situation: Chromebook ticket comes in. Tech repairs Chromebook, adds actions, adds fee, closes ticket. I want a ticket to be made that tells me that ticket xxxx is closed and has a fee so I can prompt the email invoice to be sent. (We currently use MySchoolBucks if that matters.) Reasons I want it: 1. We don’t want the techs to send the invoice because that would add an extra step to their work and we want to limit that 2. I want to make a comment/action that the invoice was sent since there is no tracking information on sent emails3. Fee emails can’t be automatically sent (as far as I can tell and also, it wouldn’t be tracked) Creating a ticket template has not worked because it
Right now I can only see an option to create a view with 200 tickets as a visible listing per page. However there are times that I may have to deal with more than 200 tickets and having to ability to bulk process tickets are great but only if they are visible from the first page. Meaning if I am working on 10 tickets on page 1 but need another 10 tickets on page 2, I can only bulk process 10 tickets at once and then go to page 2 hoping that none of those tickets get sorted to page 1. This process definitely slows down the bulk processing of tickets and I think it should be a simple issue to allow more than 200 view ticket per page. Can this be an option of enhancement or change in our environment?
When selecting rooms for an event rooms do not appear to have a particular sort. Is there a field that controls how rooms are sorted in the list? It does not appear to be numeric.
Can I rollback or undo a Google sync? My devices mapped to a default location, removing them from their assigned room. It seems like me or someone in our team turned on location mapping without realizing exactly what it did.
It would be awesome if when you set the ticket template screen to view 200 templates per page, that when you open a template to view, copy or modify and go back to the list of templates, it retains the view of 200 per page. Currently, once you set the screen to view 200 and go into a template, it goes back to the home screen of 20 per page and the start of the templates. I really hope I’m just missing a setting somewhere.Thanks.
Is there a way to have followers from a parent ticket auto map to the sub ticket. I know you can add followers based on location but am curious if there was an option without writing a super complicated rule to just have this happen…. Im guessing by asking the question there isn't going to be an easy Variable data point rule that I missed but I can dream. Any advice on not writing what seems like a million rules would be appreciated.
IIQ tickets is not working. All I am getting is a spinning circle or blank page. Anyone else experiencing the same issue?
Is anyone else experiencing slowness or buffering issues with iiQ today? The subtask sections on my tickets are just spinning and taking forever to load.Just checking if it’s isolated to me or something more widespread.
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.
We would like to make inactive older models for which we no longer have assets in service. For example, we used to buy Dell 3120s. Very soon all the ones we used to have will have been retired and we would never acquire new ones. However, knowing this for the thousands of assets we have is not managable.I’m trying to find a way to generate a list of every model and the number of in service devices so that we can then make inactive models that we will no longer be using.I suspect there may be a different way to do this so I’m open to a different approach that solves the same problem.Has anyone done this who can advise us?
Is there a way to bulk update the Specific Location field for assets? When editing an asset’s details, there’s a field called Specific Location under the Room section. I’ve been using this field to record the Chromebook cart number where the device is stored.I know how to bulk update the Room information, but I haven’t been able to find a way to bulk update the Specific Location field.Ideally, I’d like to filter assets by serial number, update their Room, and enter the cart number in Specific Location — all in one batch process. This would save a lot of time compared to updating each asset individually.
I’m trying to setup a workflow for our HR team to reduce manual input needs. I am trying to set up a rule that when a ticket type is submitted, create a subticket based on that type. I created the ticket template for the ticket I want to be created as a sub ticket, but when I go to select it from the rules engine all I get is this error: We haven’t used subtickets much in the past, my only assumption is that I can’t do this because the sub ticket has custom fields marked as “required”. Is that really a limitation of the ticket? That seems silly, the ticket would be created for another agent to go in and input the information that is needed.
Hello,I’m trying to create a subticket via API using a rule with a webhook. I’m not even sure it’s possible but I’m giving it a try. I have added the appropriate headers and values. Here’s what I have for the json which currently is not working to spawn a ticket. Json body:{ "TicketNumber":"{{Ticket.TicketNumber}}-1" "Subject":"Escalation: {{Ticket.TicketSubject}}", "IssueDescription":"{{Ticket.IssueDescription}}", "IssueCategoryId":"{{Ticket.IssueCategoryId}}", "IssueId":"{{Ticket.IssueId}}", "IssueTypeId":"{{Ticket.IssueTypeId}}", "LocationId":"{{Ticket.LocationId}}", "AssignedToTeamId":"98f04f05-5d16-f011-8b3d-000d3a0db164", "ParentTicketNumber":"{{Ticket.TicketNumber}}", "LocationDetails":"{{Ticket.LocationDetails}}", "Priority":"{{Ticket.TicketPriority}}", "ProductId":"88df910c-91aa-e711-80c2-0004ffa00010"} I am using the templating values to fill in the json fields for the subticket based on the parent ticket. I am not even sure ParentTicke
With the popularity of IIQ catching on in our district, I’ve had multiple departments asked me to automate their paper forms in a digital workflow. We do not have an HR or Forms modules (we only have Ticketing, Assets and Facilities), so I wanted to know how the other districts are doing it and to see if someone has a better idea.I am working on an Overnight Travel Request Form (OT for short).Current process:The paper is filled out by a teacher, turned in to a principal, who approves and moves it to the director of Elementary or Secondary departments, who in turn approves it and turns it into superintended to do a final approval.My plan is to create a bunch of custom fields with OT as identifier (hint hint IIQ, we need displayed and hidden custom name fields!!), so an example: OT-Names, OT-Events, etc.Create a new Issue and tie in the custom fields to a ticket with the issue types of Overnight Travel.Then build the rules to specific people for approvals. My trigger for progression will
Hello, I am trying to make tickets for Chromebooks that have physical damage done to them. I DO NOT want to have them to be “Checked In” into our storage. I just need tickets made for each asset. Is there a way to to do this. Thanks for any ideas!
Issue:Currently when automatically generating a subticket (say on escalation to a different team), there is no option for setting the ticket’s location to the parent ticket’s location. There is only a specific location, requestor’s location or for’s location. This does not encompass a useful default of parent ticket’s location since in many cases the other three could be wild guesses in a rule. Oddly, this happens by default when a subticket is created from an open ticket.Request:Add Parent Ticket Location as an assignment option in setting the location of a ticket via a rule. This would apply to subtickets, or any ticket that generated the resulting ticket) and could be used in rules or ticket templates (which are also used as part of rules).Also, ideally, we would love to be able to do actual escalated tickets which would generate a ticket ID based on a set method (like in the site config), such as {{Ticket.TicketNumber}}-2 for tier 2 work on the same parent issue. Makes it easi
As we all know, asset damages are a common occurrence in the K-12 space. Frequently, there can be users who are repeatedly damaging assets. Considering how it would be nice to be alerted to those users submitting multiple asset damage tickets, I created this process to help keep track of those "Repeat Offenders". This workflow can identify those users who continue to damage devices, easily apply fee tiers, and/or automatically categorize broken devices. With these steps, you can build what is helpful for your district's needs Steps:Create these custom details within iiQ: -Tags for each offense (Tags - Creating and Applying Tags to Tickets)-Fees/ Fines for each offense (if applicable) (Fee Tracker App - Installing and Managing) -Assets Statuses to correlate with each of the new offenses (Creating and Editing Asset Statuses)Create a “Ticket > Updated” Rule with a filter of the tag you created for the 1st offense 2a. Add the action “Set asset status” to the custom status you created t
I updated the asset locations in the High School spare pool group for Long-Term devices. Specifically, I set the Location to: School: High School Room: 268 Specific Location: Cart 1 I made sure to save the updated location details for each asset, and confirmed that the updates were correctly reflected immediately afterward.However, each morning, I notice that the Location field for these assets automatically reverts back to "District" instead of retaining the updated school and room details. This has occurred consistently across multiple assets in the group, as shown in the screenshot attached.Can you please help me understand why these changes are not persisting overnight? Is there an automated process or sync that might be overwriting the values?Thank you!
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