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DBrown 1738381 ccpsObserver

asked in Assets

Random Deprovision

IIQ seems to randomly deprovision devices in Google which deletes them in IIQ but they are still valid. Has anyone else experienced this?

MStewart 580d802 montgomeryisdObserver

asked in Tickets

setup quick tickets for the remote support form

Is it possible to setup quick tickets for the remote support form.

luke.rObserver

asked in Tickets

How to create/edit Ticket Workflow

Under ‘Administration > Ticket Statuses’, when I create a new Status, there are options to select Workflow and Workflow Stage. How do I edit the Workflow and Stages of the Workflow? The only workflow in the list is ‘Technology - Default Workflow’, and it’s a searchable list… so I’m assuming more can be added.

JTichavsky 433b89d creightonObserver

asked in Assets

Add a required field

Hey all! I’m trying to find how I can add a required field when adding new assets. I want there to be a field for IP Address and MAC address when creating a new asset (like a server). I have IP and MAC as fields but they don’t show up to select when I go to Required Fields. Any help is much appreciated!

FGonzalez 75081eb csd509jObserver

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.

jo.cpaParticipant

asked in Assets

Audit Manager & Jamf

Is there a method to verify Jamf devices? Like Google and Intune?

AHayes-AllenObserver

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.

ekangObserver

asked in Tickets

"Room" -- how to make it not-required

Hello!I recently created a quick ticket template which as “room” as one of the required information that the requestor has to provide. Please advise how to make “room” as non-required on this quick ticket template. Thank you!

davecartyParticipant

asked in Tickets

Email Complete Ticket Details

We are working on improving our documentation practices. I have setup a rule to email the ticket to me when it marked as resolved. However, I only see the last comment and recent status changes. I’ve looked through the Supported Variable Data Points for Email Notifications KB Guide but don’t see a way to include all actions and comments.When viewing these emails on a phone, it is a pain to go directly to the ticket since email links do not open the IIQ app.Is it possible to view all details in an email?

RFord 133f41c lpsmaObserver

asked in Tickets

Intermittent "Invalid e-mail" errors with email to ticket creation

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

ajgreenawaltContributor

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?

JAiello 3501f07 sd13Observer

asked in Tickets

Searching comments in open tickets

Is there a way to search the comments for a string?

DKelley 8238bc2 wcpsmdObserver

FAQ's for an IIQ End User Roll Out

We are going to roll out Incident IQ this summer 2024. Does anyone have FAQ documentation you provided end users during your initital project implementation?

jo.cpaParticipant

asked in Assets

Permissions - how to create a Role/Permission that only allows Students Assets readonly

We have “returns specialists” that help with Student asset returns.They are not Agents, and we do not want them to see anything other than the Student assets.How is this accomplished?

JHeck 927c93d ecsObserver

asked in Tickets

Ticketing system is down?

Is the ticketing system down for anyone else? I can’t access existing tickets or create new tickets. I can access events and assets. I can’t even submit a ticket to IIQ.

blankenshiprObserver

asked in Tickets

Tickets not loading

Ticket listings and opening tickets from links is showing “Loading items...” and never completes. Can’t submit a ticket to IIQ support either.

Mr.DodgeContributor

asked in Tickets

Ticket workflow based on assigning spare

In our environment, we have Librarians initiate tickets and manage inventory of spares etc.We’re looking to create a ticket workflow that does the following:Ticket gets created for student chromebook repair Librarian issues a loaner from the spare pool Ticket gets kicked off to a Tech to repair Chromebook Ticket gets kicked back off to Librarian to return the spare pool device that was issued.Anyone have an idea if this is possible or should we change things up?

Amanda McPObserver

Unmapped models - Microsoft SCCM MDM

I have a handful of devices that are not mapped because their model could not be mapped. I have many different machines in this list. I’m assuming they’re under Asset Model [Not Set], however, I don’t want all of these devices to map to a single iiQ model. Any thoughts on this?

farmerjeObserver

asked in Tickets

Custom Field IP Address

Can the Custom Field “IP Address” pull the IP Address from the machine the user is on? We use NAT so our local IP Addresses are like 10.42.0.1. I worked with this field yesterday and saw that it was pulling our outside network address. Thanx

sestepObserver

asked in Integrations

Unable to use My Classes to verify assets since permission change

We have been using the My Classes integration with our SIS to allow teachers to verify student Chromebooks. Since we were rolled to the new site permissions, teachers are unable to complete the verification (it just spins and doesn’t allow you to continue). I’ve been told by support that the site unification for staff and agents has resulted in some behind the scenes permission changes. In order for teachers to now verify assets, they need “edit” permission for assets. Obviously, we do not want staff to have full asset edit permission. It appears we need to elevate this to IIQ developers to give staff permission to verify, but not to edit details. Has anyone else who is using device verification experienced this?

ekangObserver

asked in Assets

Better indication for disabled chromebooks

My agents would like to have a field added to the display above to show if the chromebook is active or disabled so agents don’t need to get that information from the asset details page.

bclarkParticipant

asked in Tickets

Is there a way to print a ticket without hidden comments being printed?

I had one of our agents point out to me if a hidden comment is used in a ticket, and that ticket is printed, the hidden comment shows up. I tried printing both the webpage (where I would expect it to show) and generating the PDF (where I would not expect it to show). Am I missing something?

rymcdougallObserver

asked in Assets

Linked asset relationship

This may be a dumb question, but is there a relationship between linked assests?In our old system there was a parent/child relationship between assets. So if I wanted to link an asset I had to go to the child component and select the parent asset it belonged to.However, asset linking in iiQ appears to be just that… a link. It seems as though, in iiQ, it wouldn’t matter if, for example, you were viewing the switch module and clicked on Link Asset and then chose switch chasis or if you were looking at the switch chasis and clicked on Link Asset and then chose the module. Am I understanding this correctly?

Mary ChristieObserver

Search view Changed

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

CHart 400fe4e mmuusdObserver

asked in Tickets

Multiple Ticket Templates firing

Hello,I am trying to fire multiple ticket templates on a schedule, is this possible?For example: At our school, in the 100 wing, I want 6 projector “PM’s” to fire on July 5th on a yearly rotation. Is this possible instead of building each ticket template out individually? Best,Chris

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