New to the community? Introduce Yourself
In the default asset csv download, there are some fields that do not map to the asset record in IIQ:Retired Date, where does this value in the csv file map? Is the ‘Last Inventory Date” field in the csv meant to map to the “Last Verification” field in the asset record? Finally, if I have a “OnOff” field in the asset record and want to add that field to the csv file import, what value to I provide in the csv? Are these yes/no or 0/1?
Is there a way to link a knowledge base article to a ticket to send to the requestor as part of an action? For example, I have a bunch of teacher guides in my google drive that I share in a comment to users and close with a “provided training & support” action. Is there a way, if I transfered those drive articles to the knowledge base, for me to directly link a KB article to the ticket with a resolution action? (instead of having to go back and forth between systems)
I am creating a ticket template for multiple locations scheduled for work to be done at the end of the school year. When that date rolls around is one ticket opened for all locations or a ticket opened for each location?Thanks!
Is there a way to filter by submitted time stamp or closed time stamp? I would like to be able to look at how many tickets are submitted at certain times of the day, and I would like to see how many tickets are closed at certain times of the day. For example, how many tickets were closed by agent x between 8am and 10am.
We are battling students bypassing our web filtering, when they do this our web filter just reports an IP address instead of a username. I know the IP address is in IncidentIQ and that would tie it to a device thus tying it to a student. Is there anyway to search by IP or MAC address?
Our agents wanted a rule / status change when a requester replies to a ticket. I created a custom status “Waiting on Agent” with the workflow stage “In Progress”. I created a rule that should trigger when a requester comments, the status changes to ‘Waiting on Agent”.However it seems that I can’t get the role to filter out when an agent comments (however, if they select “waiting on requester” it will change the status). I do the help desk, and assign tickets to other agents. So if I commented, it will say “waiting on agent” (which is not what I wanted for the rule). Here is the original rule I had: I made a copy changing the status (only close if required steps) and excluding agents instead) None of these seem to prevent the rule from triggering when an agent comments. Is there a piece I’m missing in my rule condition or is this related to the custom status workflow stage “in progress” somehow? Any advice is appreciated!
Need agent team to match when reassigning. Example: Ticket is currently assigned to Jane and Team A. Jane reassigns ticket to Ralph in Team B. Ticket stays with Team A unless manually changed. Is there a way to automate the team change based on the agent? (without setting a rule for EACH agent)
I feel like this has been asked before, and I also feel like I’ve made it work before, but I can’t seem to find a post anywhere here about it. Can custom fields be added to ticket templates somehow? If not, I’ll post an idea with our use case.
We are trying to determine which users/students utilize our loaner devices policy the most so we can identify which users are abusing our loaner policy.Per asset in the timeline tab we are able to see the history of all the changes made to the device including the past owners of the device. However there does not seem to be a way to export the data for multiple devices timelines at once. There also does not seem to be a device history timeline in the user data tabs.We are open to using the API but cannot seem to locate how to export a devices timeline of events.Anybody know how to pull this data? as it seems strangely inaccessible.
Is it possible in the Basic checkout to scan a device and then be able to scan a student barcode without having to use the mouse to click the search or the checkout button? Example Current: Scan Asset tag and the system finds the asset then you mouse over to the search bar and then i can scan the student id and the system finds the student then i can hit tab and enter. Hoping to do: Scan Asset tag and the system finds the asset hit tab or put a tab in the barcode which opens the search for the owner to assign bar and then i can scan the student id and the system finds the student then i can hit tab and enter.
For E-mail to ticket creation does anyone have a working way to grab the subject of the email and push that into the ticket . (( subject of email shown on ticket before clicking into it )) ON ticket after click, ticket missing “TEST test test” subject line.
Seeing a lot of new ideas/posts that seem familiar, I’ll sometimes go on a chase to find the original - that way it can help answer someone’s question faster. There have been plenty of times also where I have Cool thought: integrate an AI helper that will suggest posts/ideas that are similar. I know this kind of already exists by searching titles for the same keywords (Related Topics box that pops up when you give your post a Title - see screenshot below). It would be more helpful to go into the posts a bit deeper as you fill out the description to potentially find the same issue/idea you’re about to post and summarize it’s content, urge you to vote, or answer your question preemptively. I feel like a lot of good ideas don’t end up with enough votes because there are duplicates, and searching before posting can be cumbersome since the Community has grown so much.
I would like to be able to add a custom field that uses Mulit-select AND other text box. Currently I have a custom field called Best Time where users can select a preset time for service. I would like to be able to offer an “other” choice that would then give a text box for them to type a custom time. Periods are great for middle and high staff but not so much for elementary.
We’re setting up IIQ and I’ve noticed that I’m still receiving SLA due date email notifications on our test tickets even after they’ve been resolved. Not sure if this needs to be an SLA rule or a notification setting. Is there a way to close out the SLA on resolve? I haven’t found a solution by searching through the Community and KBs.Thanks.
Can I set a time limit on how long a user has to reopen a ticket. We have some users reopening tickets to submit issues not related to the original ticket.Ideally we’d like to be able to deny the ability to reopen a closed ticket after 7 days.
When a ‘Teacher’ creates a ticket, items assigned to them show as selectable, ie. Chromebook. Is there a way to make these selectable items appear if they match the Room Number assigned to the teacher? Most technology stays in the room and the teachers move. I understand that we could assign all the technology items, Newline Board, Newline OPS, Phone, Printers, projectors, etc. to the teacher but this would become cumbersome with the new school year moves.
Often, we need to search quickly for a ticket by using a particular word, and nothing comes up. Even searching in Assets, the search usually doesn’t yield any results when doing a quick search for a keyword. This is very frustrating, and we would like this to be improved.Also, is there a contact number for support, or do we contact our previous sales rep or trainer???
I am trying to set rules up for Intune devices as we are having issues with location mapping. Our devices are not in any groups which causes Incident IQ to set the default location as unassigned. Even if we go through and manually change the locations, the sync will kick it back to unassigned. Currently I am trying to test a rule where if a device’s location is updated, then the rule will assign the correct location. So I manually updated a device’s location and sure enough the rule worked. However, after a sync, Microsoft Intune “updates” the asset and the rule doesn’t work. I figured that since the location field is being “updated” the rule should work. I even changed the rule to work when the location equals unassigned and still doesn’t work. Am I missing something here? I appreciate any ideas!
When mapping custom fields to a subticket, such as in this example, is there currently a way to sync changes from the parent ticket’s custom fields? Currently, if the custom fields on the parent ticket are updated, the subticket does not reflect any of the changes. I would like to be able to “link” the custom fields to the subtickets so when the parent ticket is updated, the subticket automatically fetches the new custom field values. I am not interested in pushing the values back up to the parent ticket. The reason for this is that I am using lots of custom fields and their mappings as part of our on-boarding/off-boarding processes. Having to go into each subticket and manually update fields like the start and end dates is tedious and time-consuming.
I have a csv file of Backup UPS devices in my district. I want to import these devices as assets in Incident IQ, but none of these devices have Asset Tags, so if I import them, the Asset Tag field will be empty. Can I still import this file and not get any errors?
When creating subtasks and assigning the ticket and agent. Is there a way to resolve the parent ticket once the main task is complete and then have the subtasks completed later? I ask this for when I have agents out for a day or two where the subtasks have to be assigned, but the main tasks ( I would have on the parent ticket) can be completed that day. Another example is In some cases if I was to create a employee provisioning ticket and the sub task was to provide training to the new employee it could take up to a week for the new employee to receive training. This could effect the SLA time on one persons tasks vs the other. Is there a way to resolve this?
How can I run a report that only give me what outstanding charges were for a particular day?Can I rearrange how I see items; see document attached.. it is toward the bottom of by screen .. I need to move it to the top. This was my response when I asked a questionThank you for contacting IIQ support! Unfortunately, neither of those features are available in IIQ at the moment. I would highly suggest that you add your idea to our idea exchange. Our developers view the Idea Exchange often to make updates our customers want to see. The link is below. It would have been nice if they IIQ support … just put the problem in the exchange for me.
If you create a ticket on behalf of someone else and add a comment to the ticket does the on behalf of receive the comments or just the person who submitted the ticket?
Our Sync with google shows the Asset Tag as the name of the student, how do we bulk update the owner to equal the assets tag we have over 1,000 devices
Can admin modify the PDF statement to add a footer to the statement that prints, not the email.
Already have an account? Login
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.
Sorry, our virus scanner detected that this file isn't safe to download.
