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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.
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?
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?
Can admin modify the PDF statement to add a footer to the statement that prints, not the email.
Hello,Is there a way to set up a custom visibility option for specific agents on my team? Ideally, I’d like to assign a custom role (e.g., Helpdesk) and apply it to specific categories or articles in the IIQ Knowledge Base. This would allow us to control access more effectively.Our team has many process-related resources stored on Google Drive, but we’re working on organizing them while ensuring they aren’t shared with everyone on IIQ.Thank you for your time,Royal Gudgen
I entered about 15 devices in a spare pool. The spare pool tab says I have 2 devices and when i click the tab it shows 15 devices. Any suggestions how to correct this issue with the spare pool?
I am mapping a computer name (NetBiosName) from SCCM to IIQ, making a new Custom Field (WSD Computer Name). I can use this custom field in making a filter for the views, but I don’t know how to attach it to the default Asset view when looking at a computer. Does anyone have an idea how to map a custom field from an App sync to the asset view?
I would like my team to verify Assets in the field using the phone app, when they physically touch them. This helps to ensure we know with certainty that on such and such date the device was where it was expected.I do not want to force verifications through a ticket because too often, someone has opened a ticket for someone else and the system is not asking to verify the right hardware anyway. Also it would rely on the end user finding the serial number and such.I set up verification policies which seemed great but now each hardware related ticket will not close unless the device in question is “verified”. Is it possible to do what I am hoping to do? Thank you for your help on this otherwise great product!
I don’t want the weekends to be included in our SLA calculations. Is it possible to exclude them?
I am just making sure what I believe will happen, will happen. We would like to change the Global Agent Permission to have less permissions. Therefore, if we make the changes to that Global permission, any user that has the Role of Agent will then get the reduced permissions? Then we can build another permission for “adding” additional permissions to various users? I appreciate the confirmation.
Does anybody know the location in the API docs to check in a device/asset via API?
I may be missing something; can someone point me in the right direction? Help me figure this out.I can view closed tickets, specifically Resolved tickets, for a specific period of time… what I can’t figure out is how to view those resolved tickets and which specific agent resolved the ticket? I want to know how many tickets were resolved by a specific agent. It doesn’t matter who the requestor was or who the ticket was assigned to, I want to know which agent actually resolved the ticket… hope this makes sense.Please help me figure this out.. I hope i’m just missing something easy.
We use subtickets that has the parent ticket in Facilities and then a subticket gets generated when a certain question in the parent ticket is answered accordingly. The subticket then gets switched to the Ticketing side via rules. We are having issues with the room not being transferred to the subticket from the parent ticket.
Hello, is there a way to have agents reassign tickets to other agents or admins. Oftentimes, we have tickets that come in, in which the agents do not have admin rights or access to solve the issue, so they would have to notify one of the Admins in our central office building. Sometimes we also have staff members that change school locations without notifying us, so their location might be for the wrong school / wrong agent. I currently have rules set up where a ticket gets assigned to an agent based on the requestors school location. We also have per diem intern technicians who go around to all the schools and assist our main techs, they would need to be able to create tickets for the locations they are at. But once they open the ticket for a school, it locks the ticket and assigns it per my rules
Is there a way to get a report of the survey results from the resolved tickets?
We have an agent who helps with some of our tickets, that never gets assigned the ticket directly.I am wanting to filter the tickets we have to see what tickets they have previously worked on.Essentially the flow is:Ticket gets assigned to Agent 1Device gets handed to Agent 2 that performs some part of the work (replaces a keyboard for example) and adds comments to the ticket on the work done. The ticket remained assigned to Agent 1 During this process. Agent 2 is not a follower of the ticket (and can not be) Agent 1 completes the rest of the work needed and closes the ticket upon completion.The desire is to be able to filter on IIQ tickets and be able to see what tickets “Agent 2” performed some work on. I’ve been checking the filters, and unless I’m missing something (which is HIGHLY possible), I do not see a way to filter for this.
I want to filter assets based on a custom date field. The specific date option allows me to use “before” as an operator but then I have to pick a specific date. I want it to be “before today”. This option doesn’t seem possible in the “moving date ranges” either. !--a=1-->
is there a way for a media specialist to scan loaners in and out of IIQ if I give them agent account permissions, or what permissions would they need to have to scan assets in and out?
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
When our Google SSO sync ran this morning, it moved all of our Google users to No Access. We haven’t made any changes to our iiQ system or Google Admin settings that would have prompted this issue. Did anyone else see anything like this?!--a=1-->
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