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I have an issue where when a ticket is in level 2 or 3 or assigned to manager, we have reasons we want them to stay there and a over zealis level 1 tech assigned the ticket to themselves and works on it, sometimes we are waiting on the “go ahead approval” or have other factors, etc where we don’t want this to happen. I have tried making custom permissions but I cannot seem to achieve what I want.Does anyone have an idea how i can solve this?I just don’t want level 1 agents to be able to either see or assign level 2 and 3 tickets to themselves. My main concern which i have seen happen many times is we send a level 2 or 3 person to actively work at a site on an issue and the level 1 person just takes the ticket and starts working on it at the same time, this is something that we would like to stop. When we had web help desk it was possible to make certain ticket categories or level not visable to other levels.
When creating a subticket with a rule or template can I assign the requester to work the subticket automatically? We are trying to set up iiQ to create subtickets automatically when a certain ticket is created, and have one of those assigned to the original requestor of the parent ticket.We have tried setting the ticket template set to “assign to submitter” as an “action” but something seem to be conflicting with that and It keeps going to “System Service”
Hi all brand new to IIQ so if I am posting in the wrong place please be gentle.My question is there a way to have a rule auto assign a ticket to the creator. I created a category called To Do list and will use that to track my personal project list. Wondering if I could create a rule that when that category is selected it auto assigns to the person that created it.
Is there a way to limit access to certain tickets to a team?I have assigned the ticket to a team but other agents can still view it. We want to limit access to tickets that might have sensitive data.Thanks
I need a way to be able to pull these labor transactions into separate lines on a spreadsheet. Does anyone know how to do that?? Every report I do either combines the total labor hours or it will give me 2 lines but both lines have both labor totals. This should be very simple to do since each labor transaction is its own record.
I am trying to export detailed room information into a spreadsheet and it will not. I see it on the screen, but when I export it, it only shows the building and not the room. Attached are what I need and what I get.Any help on how to get the “gondola f” portion of the room information into the spreadsheet would be much much appreciated as I am attempting to look for these assets.
I was looking to see if we had the ability to have a device placed on a watch list for actionable tickets. For example. SN# XXX has a history of 5 or more tickets with same type of issue. Place it on a list to be alerted if it returns with the same issue again within say like 30 days.
Often I use the app on a smart phone. It would be nice to see the room number without clicking into the ticket and scrolling to the room number?
Our office is going to be closed for the holidays. How do we include an out of office message on every ticket creation email?
Hi all,Is there a way to create a ticket view that has dynamic filters based off team and location? Maybe iiQ has a permission setting that will do this?We have 10 locations and 3 roles at each location. I am hoping I don’t have to create 30 views.Thanks
Is there a way that devices coming into the depot can be tagged as they are scanned so a report can be generated for a daily report?
I may not have a clear understanding of using variables for emails, so if I’ve got this wrong please let me know!I’m exploring the idea of sending an email notification to specific staff members if a user leaves our district & still has a Chromebook assigned to them. I have the notification set to come to me for now.I received my first notification today, and the asset information was not included, just the variable name(s). I’m wondering if the email can’t reference the asset info since I’m using a user-based trigger? Do I need to switch to an Asset-based trigger?Here’s the structure of my email:As of {{User.ModifiedDate}} {{User.FullName}} is no longer with the school district. They have the following technology resources to be returned.Asset Tag: {{Asset.AssetTag}} Serial Number: {{Asset.SerialNumber}}
Our district has a large quantity of Windows devices in InTune, which are being synced to IIQ. Previously we had the option enabled to update asset location to the user location when syncing. This became an issue for any device that had recently been imaged but had not received a new owner yet, primarily loaner and spare devices that we keep at the district tech office. When updating the location in IIQ, the manually set location would be overwritten by the default location from the sync each morning. Does anyone have a method that is working well to exempt or better manage the ownerless devices, while maintining the asset location sync to user location feature?
Issue categories can be better differentiated with unique icons (e.g. a “wi-fi” icon for issues about internet, a “mouse” icon for issues about peripherals, etc.). This makes it much easier for users to find what they’re looking for!I started by creating custom issue categories for various models in Administrator > Issues. After creating the issue category, I noticed that if I hover my cursor over the name of the custom category, a “pencil” icon appears allowing you to not only edit the name, but select an icon for it as well! In the above example, I created a custom category called “* Internet” and assigned a “wifi” icon to it. However, I ran into an issue — the selected icon never appeared anywhere. I had hoped it might appear on the boring, nondescript folder icons on the ticket wizard, but no luck. In fact, I didn’t see this icon appear anywhere. Not even in this list of issues.What am I doing wrong? Thanks.
This is great that the agent role is set to the default when assigning a ticket to another person but we have many others that are admins and it still adds a extra step. Is there a way to set admins and agents as the default?
Asset still shows previous user as the owner of the device even after it has synced with Jamf. All info is entered and correct in Jamf. How do I make it so Incident IQ updates the device owner as well?
Hello, Is it possible to assign a user to a team and/or a role in IncidentIQ? I do see that setting up a User rule is very limited with the new permissions model. I’ve also found that if I use the conditions within Permissions, that I still cannot automatically add a user to a team or role based on certain conditions. Any ideas/suggestions?
I am trying import some tickets from an old system via the API. The only thing I am not able to figure out is setting the created date to the date from old system and not today. The API responses have the created date in the format of YYYY-MM-DDTHH:MM:SS as in 2024-12-12T14:30:00 but when I try that format it doesn’t seem to work and sets the date to today. Is there another format or can created date not be anything but today?
Looking for some assistance with creating assets with the API. I am hoping to create a workflow with my Jamf Enrollment policy to auto create a computer as it enrolls so I don’t have to wait for the job to run. Looking through the documentation an asset ID is required to create an asset but if the asset does not exist it wouldn't have an asset id. I must be missing something so any guidance would be appreciated. :)
How do you add a custom fee. There are already some options, but I don’t see where to create custom fees that can be made for tickets.
Hello- Is there a way to run reporting based on tickets? Examples being:Users with the most tickets Assets with the most tickets I’m looking for options to dig deeper into ticket numbers and to see what users/assets have the most issues over time. Analytics is nice for a bigger picture view, but hoping to see more. Thanks.-Rich
Is anyone else seeing this issue where a usb webcam is not working to take a snapshot? I have deleted cookies, restarted the browser and computer, tried a different webcam, tried a different browser, made sure that allow is set in camera settings, and it is still not working. Any help would be much appreciated.
I no longer see the option in the JAMF app to push data from IIQ to JAMF. Is this no longer a feature, or am I missing a setting?
I’m using the Incident IQ iOS mobile app (version 3.9.4.24082901) on an iPhone running iOS 18. I’ve configured notification settings properly as described in the KB article, but I do not receive any notifications on my phone. Has anyone else experienced this or have any suggestions? Thanks.
Is there a way to check in assets while simultaneously returning the spare? Due to the volume of tickets we get, >5000 per school year, sometimes students come back with their loaner Chromebook before we fix it. The librarian/aide doesn’t have the means or time to find the original ticket, so they will just use the check in/out feature and check the Chromebook in. However, that Chromebook is still attached to the ticket and is unable to be checked out. It would be nice that when checking in a Chromebook it also returns the loaner.
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