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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?
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
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?
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?
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.
Is there a way I can basically remove the option to allow agents to mark a ticket as a duplicate when resolving a ticket? This is basically a more granular resolution action as This has been a problem with some of our tickets getting marked as a duplicate when they are not.
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.
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
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
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.
I was wondering if there was a way to make take a bulk entry from Events and correct it after inputted. The same inquiry for deleting bulk entries.
Need guidance to structure a communication workflow for managing active incidents in IIQ using the Announcement App, ticketing, and tiered user alerts.
How do I move model categories to a new category? I can move some but not all. I assume the ones I can move are the models I created for mapping.
We added Events and Facilities this summer in hopes to created a unified, seamless experience for our staff. Unfortunately, we are not seeing that. I have discovered that when Faculty submit an event from Ticketing, they do not have the same options as if they were in the Events platform directly. Conversely, if Faculty are in the Events Platform, and try to submit an IT Ticket, the categories and issues I have created in the Ticketing Platform do not appear.My question is, is there a way to disable the option to submit Events from Ticketing, so that only IT and Facilities tickets can be submitted: AND, remove all of the other options when in Events. So it would force all Faculty to use Events to Submit Event reservations and NOT submit IT tickets. What would be ideal is if everything behaved the same in Ticketing and Events, but we are just not seeing that right now. It’s causing unnecessary confusion for Faculty.
Good morning all,I am just sharing this project as a proof of concept in case anyone is interested in achieving something similar.Utilizing Incident IQ’s API to collect the data, I developed a fully automated and fully customizable dashboard that updates every 15 minutes and can be filtered and sorted any way we need. The plan is to continue building this out to contain many more KPIs and data points from a variety of departments. The long-term goal is to curate data from many sources into a digestible format for the administration and Board in our district. The specific dashboard pictured above is run strictly using Google Sheets, Google Apps Script, and Looker Studio (Google Data Studio) but something similar can be created in any popular data visualization tool (Power BI, Tableau, etc.). I try to focus on the information presented rather than the design and to focus on a specific problem to solve. This view above is still in development and tailored for an operational manager to ge
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.
Unable to search hyphenated names in Users Explorer?
We have a multi-stage approval set in our Events module for the following: When the ticket is created, a rule fires off that sets the following EAW: Awaiting Approval (Custom Ticket Status - Awaiting Approval workflow stage) Approved by Principal Assistant (Custom Ticket Status - Awaiting Approval workflow stage) Event Request Denied (Custom Ticket Status - Resolved workflow stage) If the principal assistant approves the request, then we have an update rule that fires off with the following EAW: Awaiting Approval (Custom Ticket Status - Awaiting Approval workflow stage) Approved by Building Principal (Custom Ticket Status - In Progress workflow stage) Event Request Denied (Custom Ticket Status - Resolved workflow stage) What is happening, is that when the principal assistant approves the request, it goes to the building principal for approval. However. if you check the event itself, the event status says Approved. We are trying to figure out why this is the case, as our understand
I’m pretty sure there isn’t an option to do this but thought I’d double check. Several of our site based technology people would like to turn off notifications for ticket changes but only for specific ticket types. For example, they’d like to get updates to things like website block/unblock requests or provisioning requests, but not Chromebook repair tickets. Mostly because there are far more repair tickets than anything else and it’s a lot of inbox clutter.
Hi there! TL;DR check loaner iPad out → creates a ticket for that student. check loaner in → resolves the ticket. How? I’m sure this has been answered multiple times and I’m sorry for doubling up. Our front offices are trying to get a better handle on how students are checking in / out loaner iPads. Right now, I have a loaner pool through the Spare Pool app, and when we check in out it assigns it to the student no problem. When we check it in, it unassigns it no problems. Now when I go to the rules engines, I want to make a rule that when a student checks out a device (regardless of who actually uses the check out), it automatically creates a ticket assigned to that student under the issue “School Loaner”. I also would like it to update that ticket to Resolved when that device is checked back in. I’ve tried various rules but none seem to do exactly what I want!--a=1-->
Recently, we have seen an issue where our teachers are able to click “start ticket” after creating a ticket, which assigns said ticket to them. This creates a problem because our team won’t necessarily see these tickets unless we pore through all our open tickets. Has anyone else experienced this issue?
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