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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-->
In the iiQ community, when you go to the Topics page for your account, when looking at the votes counter, it’s black on dark blue. It’s VERY hard to read. Please switch it to white text so it’s a quick and easy number to see. I’m sure we all stare at screens enough. Please help us to not strain our eyes further! 😁
Is there a way to create a list of subtasks and subtasks groups without having to go into a ticket itself? I would think it should be as easy as creating issues.
Apologies if this has been asked and answered already but in the Open Tickets view, what's the difference between "All Open Tickets" and "Available to Work?"Are there ever any instances where an open ticket is not available to work?Is it possible to remove one of these tabs if they’re redundant in how we have things configured?
Hello, Im looking to create an automated report for our department admins that would show the daily tickets resolved by the agent as well as the tickets that are still in submitted status
In Ticketing Analytics Explorer, where do date filters like “This School Year” or “This Semester” get set. When I click on “This School Year” the dates are incorrect.Thanks
We have a vendor who uses their own ticketing system (Zendesk) that automatically creates a ticket on their end when one of their devices is down. When that occurs, they send an emails to us letting us know that there is an issue we need to troubleshoot. We want to be able to use that email to generate a ticket, but whenever they try using our tickets email address, it won’t do it. I don’t know if it is because it is from Zendesk and saying it’s from the vendor. I do know that if I forward the email from Zendesk to our tickets email address, it creates the ticket, so the rule is valid. How do I get iiQ to allow the Zendesk email to generate a ticket?!--a=1-->
What does this lock do? I noticed it this morning, and it doesn’t seem to do anything? new icon?
My rules don’t appear to be running against a portion of my tickets. I did find out that for a week or so another administrator had disabled my rules. Once i noticed, i reactivated them, but since then, they have not rerun on any tickets from that time. They are working on current tickets, so the rules still work. I can bulk close these stale tickets, but i would prefer to run the final rule to send out the associated email once last time to the user. Can I manually run a rule against a bult of tickets?
Hello,I have a custom asset field that is viewable without any issues on the full IIQ website, but when viewing it on the mobile app the field is displayed for the asset but the data for the custom field is blank.The users that are looking at the assets and reported it to me are agents and have the necessary permissions to view the field and its data as they have no issues when logged in on their PCs.To provide details on the field: It is a RichText and contains a clickable link to an external web address for the assets warranty information. The field is updated via bulk upload and is set to https://pcsupport.lenovo.com/us/en/products/[SERIALNUM]/warranty with the actual serial number in place of the [SERIALNUM]. Below is a screenshot of the field’s properties: Is there an issue with RichText fields on the mobile app, or am I missing something else?
I am very curious on if there is a way to create more tabs in this open tickets view. I am looking to create a tab for Subtask any help and direction is appreciated
Does anybody else have a staging site?Are you able to see any users in it?I cannot.I need to test some Role/Team changes, but I cannot test them cause there are no Users.
Hello,I’m running into an issue with the Microsoft SCCM Devices app that we have integrated with IIQ. I have enabled the mapping options to create, update, and delete assets in IIQ based on SCCM data. For import options, I have selected:Update asset owner Unassign owner if primary user is blank Remove owner if the primary user can’t be matchedProblemIt seems like IIQ is not correctly correlating asset ownership with the Primary User(s) field in SCCM.For example, when I search for devices assigned to myself in IIQ, it returns over 50 assets. However, after checking SCCM:I am correctly listed as the primary user for only my desktop and laptop. Many of the other assets already have a correct primary user assigned, but this information is being ignored. Some assets don’t have a primary user listed, but I appear as a user who has logged into them within the last 90 days (which makes sense since I’m a Windows technician and log into many devices).Additional Configuration DetailsI have weekly
We are starting our migration from Windows 10 to Windows 11 on devices. We have created Views of the laptops eligible for the upgrade for a building and want to also filter by the OS version. Currently we import Windows devices with SCCM integration (Windows 10) and will be integrating with Intune when they are upgraded to Windows 11. the SCCM app pulls in the “OperatingSystem: Microsoft Windows 10 Education" but I can’t seem to map it to a custom field or use that as an attribute to filter views by. I’m workking with IIQ ssupport to see what is possible. Does anyone else filter Windows devices by Operating system?
Every time I try to check out a chromebook to a patron it makes me scan the chromebook twice.
We are trying to simplify how our teachers submit tickets in IIQ. I’ve gone through the Model Categories and hide about 90% of the options listed there as we want to establish a culture of getting the teachers to the Description text box in few clicks as possible, while still having some basic info required (hardware/software/password reset buttons still available). One of the issues I’m having a hard time figuring out is when the ticketing display transitions from model categories to issue type. I have a drawn diagram of the IIQ ticketing decision tree on what I want to accomplish. When I show/hide a model category, sometimes that hides or shows what I want based on my tree and sometimes it doesn’t. Is there a way to determine what button in the ticketing decision tree is related to what show/hide toggle switch in the Admin settings (model categories/Issue Categories/Issues) in IIQ?
Good evening, Anyone know a way to “backdate” a ticket? We have a few tickets that were needed to be documented from an older system. I tried doing it via API, but it appears to not like that when using the CreatedDate. Thanks
We want to assign directly to a user. This user will only be a medium to assign the tickets. We do not want them to be an agent. The rules only have assign to agent and will not allow us to add a user instead. With the updated ability to assign tickets to users it would be nice to also have the ability in the rules.
I want to check a log or report that shows me how has signed into the incidentIQ portal?
Is it possible to restrict agents from viewing specific tickets assigned to another agent?For example, we have a Safety Officer Administrator who wants principals to document any incidents that occur in the district by submitting a ticket to the Safety Officer Administrator in IIQ. However, when a ticket is submitted, all agents currently have access to view its details.I would like to restrict visibility so that only the Safety Officer Administrator and the principal who submitted the ticket can see its details, preventing other agents from accessing it. Is this possible?
I’m exploring the option of assigning custom fields to staff based on Job Title. However, it looks like none of our staff are getting that data in iiQ.I checked our Data Mappings, and Job Title is set to pull from Google SSO. Do the titles need to be in a specific format?I have a custom field mapped with the data, but it would be nice to see it in the main profile section. I do have a support ticket submitted since staff with multiple titles don’t get recognized properly by that custom field. Single titles are working.I might be able to pull this from our SIS (Infinite Campus) but I’m hesitant to make the switch. Hopefully our sandbox instance is ready soon 😂Screenshots below of our:Data Mappings Staff Profile
Our Google Devices, Google SSO and Microsoft Intune apps are only syncing once a day. We would prefer that it syncs twice a day around 7am and 7pm. Users are typically created before the school day starts, but our Google sync occurs at night which isn’t ideal if there are new student/staff accounts being created and activated the next morning. This sync issue is causing some students/staff to not show up in our user base until I run a manual sync. This is causing confusion within our school based techs. Devices are also typically enrolled during the work day and just having it sync twice a day would keep our inventory and users much more accurate and up to date. I’ve put in a support ticket about it and was told this: “Unfortunately, this request can not be made as there is only one sync during the day on our end, and that is for all districts. This would be different if it was an SFTP like a OnceRoster SIS app where we could set something up like that, but in this case, because these
Hello all , i was curious if there is an option to add a signature at the bottom of my ticket responses in IIQ to add to the professionalism . Has anyone had sucess when doing this?
I was wondering what is the purpose of this icon?
can I edit and or add user roles in Incident IQ?
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