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There was a recent change in the location rule requirements for assigning tickets to agents and teams. Previously, in our large buildings, we were able to assign tickets to a team, and individual agents would pick up tickets as they noticed no other agent had claimed them. This allowed for a smooth, self-regulated workflow among our agents.However, with the new requirement to assign an agent or team for "All other locations," we’ve had to adjust our process significantly. Now, we’re forced to create an agent to act as a placeholder, which disrupts our previous workflow. Agents are still self-assigning the tickets when they see the placeholder agent, but this new step adds complexity and inefficiency to our process.It would be incredibly helpful if there were an option to toggle this feature on or off, depending on the preferred workflow. Our previous method of leaving tickets unassigned until an agent could self-assign worked much better for our environment, and we’d love to have that
When creating custom resolution actions for ticketing, Is there any way to have it appear for every ticket category all at once? And is it possible to edit the suggested actions tab that appears whenever you view a ticket? I would like to have my custom resoluton actions appear in that spott.
Is there a way to scan the barcode on the back of a book (ISBN) and load it into IIQ?
I subscribed to the product updates a while back and have not received an email notification but see there has been updates. Is anyone else running into this issue?https://community.incidentiq.com/product-updatesThanks,Dave
In the Microsoft app you can check a box, under General settings>mapping> that says, The question is what happens to the device if you do not check that box? In iiQ is the device’s status changed? If so, to what? Or, is the device just ignored by iiQ? Will the sync history indicate the device wasn’t found in Microsoft? Are there any rules we can setup to set status or send an alert to the technicians if the device is not found in Microsoft SCCM?
I have found that our IIQ Ticketing has gotten a bit messing in the aspect of where we can find the issues for our products. Example: I believe that there are 2 ways to submit a ticket saying that a screen is broken. Either in hardware or under display. It just gets confusing in the long run and especially if we look back at what was done every fiscal year and how it's hard to identify what problems were fixed. My question is, is there a way that I could print or export all the issues that we have for our IIQ and identify what needs to be added or more clear direction for a better IIQ ticketing system? Please let me know if I need to explain this better.
Haven’t had any luck searching for this issue. So I found that when updating a user in a ticket that would then send them an email, if they were out of office and that email responded then IIQ would create another ticket. I tried stopping this by putting an exclusion (subject = %automatic reply%) in the rule that allows emails to come in but what happens is that IIQ still responds with an email that says your ticket was refused. Which really confuses the user. How do any of you deal with this?
TL;DRThis is a long post and I’m infodumping to provide context for the problems I’m facing. I’m working with a particularly thorny migration problem from Aeries Devices to IncidentIQ, and looking for ideas or feedback on how I might improve the process of managing student accountability with Chromebooks for our Device Wrangler staff.The SetupDevice Wranglers are not IT folk. Most of them are Secretaries or Librarians. Usually there is only one per school site. They don’t have backup. Training is possible but ease of use, speed and simplicity is paramount.Previously, our Device Wranglers would use Aeries Devices to manage student Chromebooks. When devices were checked in, they could make notes on the asset. Aeries automatically links all previous assets to a student record, so that a Device Wrangler could see the history of the student and their devices. This was helpful in identifying “frequent fliers;” students that would break or lose their device often. This feature in Aeries allow
Forgive me if this has been posted somewhere. A quick search didn’t find the answer I’m looking for…We have user accounts being created through Google SSO. We also have data syncing from our SIS (Infinite Campus).I’m working on reconciling some student data in iiQ and we have many that are not linked to a SIS user. Some of these are actually inactive in our SIS, so their Google accounts should be deactivated.However, I’ve already found 2 that are in iiQ’s backend “database” and manually linked them. Before I keep going down the path, is there something I should check in our iiQ data mappings to ensure these accounts are getting linked? Or is the issue in Infinite Campus?These are not newly-created accounts. At least one student has logged in to their Google account if that would matter.
I read in the Setting up Email to Ticket Functionality that other email addresses can be used (besides Tickets@) but I receive an error email from IIQ stating that the format isn't correct Am i missing something? the format is correct - name@school.incidentiq.com - the tickets@ email address works fine, but I wanted a different one to trigger a specific ticket chain.
We have an issue with resolved tickets being re-opened even though the original issue was resolved. Is there a way to disable requestors or “Staff” from changing the status on tickets?
We are just implementing IIQ for facilities. We are coming off of School Dude and are looking to build a order fulfillment workflow for our buildings.Each building places an order for multiple consumable items and the warehouse picks the items and delivers them. We then need to track and report those transactions to accounting at the end of each month. Has anyone developed a workflow for this? So far what we have seen is very clunky with a static form with hundreds of items on it.
I wish it was possible to be able to edit the subject line of a submitted ticket. I can re-categorise and make a note to better clarify the issue but some of my users are so off base on what subject they submit the ticket under. Anyone else need/want this functionality edit to IIQ ticketing? Is it already a feature request?
I have a question about Special events and how to connect the event date to the calendar. Also, is the view All Events only available with specific packages, because I don’t see this option on our Dashboard. It would be very helpful if the “When does the event take place?” and “When can IT set-up?” fields synced with the calendar. When I read iiq help articles it seems like this should be happen automatically. Any suggestions on this would be appreciated! Thank you, Eva WellsNACS Tech Department
Hello, Please advise how we can disable the rule that allows non-agent users to reopen a resolved ticket by adding a comment. Most of the time our non-agent users would choose to reopen the ticket when they put comments like “thank you.” We would rather users to submit new tickets if the issue is not resolved. Thank you.
We would like to get a breakdown of chromebook issues by grade level. Anyone have an idea of how to get started with this? I tend to hit functionality snags when filtering tickets. Can this be done through IQ or do I need to export the data into Excel to sort and filter? Thanks!
I have applied a subtask group in rules. When a ticket is “created” the subtask group is in the rule. The ticket will show individual sub task’s. But none of the subtask group are showing.
I’m going to assume this is an issue with our instance of iiQ, but figured I’d post about it first. I don’t see any other rules with the same trigger that would cause the rule to trigger incorrectly. I added a rule to change ticket status to a custom one called New Comment when the comments field is updated.The rule is set to exclude a few statuses, but is ignoring that and firing on each update.When I run an affected ticket against the rule through the rule simulator, the Simulation Log states it does not match. Top screenshot is the simulation log, bottom is the details in the ticket itself.
Whats the difference between the two? I would like to add in a tag then a text template into the comment box and then edit it before posting. Can I do this with a shortcut and comment?
I entered about 26 devices in a spare pool. I can see the number of devices but when I click on it, it says No device meets the criteria. I can’t delete the pool because there are devices in it. Does anyone have suggestions - I cleared the cache, different browser, restarted the computer, and refreshed the web page
Is there a way to allow guests to create and continuously access their account to track their event requests/tickets?
Is there a way to set up a custom view that will allow me to track tickets created by my District for a specific “Issue”. Currently, it seems I am only able to set up filtering for issues that exist as defaults of IIQ. We need to be able to set up a filter that will allow us to successfully track issues that we created to pull metrics for watching trends, etc with these specific issues. For example, we created an Issue Category under Software/Online Systems for Multifactor Authentication tickets, but we have not found a way to filter tickets for that specific issue to gauge how many tickets have come in for that issue.
How do I change the required fields for the import asset option in IIQ? I am an administrator, but I do not see how to change the required fields to import assets.
I have established storage units for assets and would like to add additional assets that have been returned to these established units. I have yet to find a way to be successful adding assets to existing storage. How do I successfully add additional assets into an existing storage location?
Hi! Often times our users, and some of its our own fault, but they can’t/don’t identify the asset or issue correctly, leaving a queue of tickets without a place to be. I’d love to look for items in the Issue Description that pertain to my assets but can’t seem to do it to bulk-assign the tickets to our team. Looking for some useful suggestions if anyone has any? Thank you!
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