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I used to have a custom view saved under tickets where the Model was Incident IQ and the Ticket State was open. It was an easy way to find open tickets I have with Incident IQ itself. Currently I have to go to Help and then at the bottom of the side panel click on View my support tickets but I can’t get those to show up in a view outside that. Is there a way to do this? It’s more cumbersome to find them now vs having the view update with my others when I log in or the page refreshes. There used to be so I assume I’m just missing something?
Hi - our district is new to iiQ and I have a question that I can’t find the answer to in the KB. I uploaded a CSV of Assets and later realized that I didn’t format the column correct as there should have been a leading zero in the 6 digit asset. I made the correction in the CSV and want to upload it again but when I get to the last step of the upload it looks like my assets are going to duplicate. So how can I upload the same csv with those changes and overwrite the assets field to avoid duplication? Thanks Jodi
Hello, Is there a way to bulk-upload models and serial numbers and model numbers?
So I am trying to create a workflow where a sub ticket is created for each part of a new employee being hired is assigned to diffrent team members. Right now everything works as needed but the names of the sub tickets are all the same based on the ticket templates. My question is how, from a ticket dashboard view, can our team members see the difference between each ticket without going into each sub ticket and then to the parent ticket to know who the request is for. Is there a way to add a addition to the sub ticket’s name based on a custom field within the parent ticket?
Is there a way to not have an SLA applied to a specific type of ticket/team upon ticket creation?
I have a school that was verifying chromebooks and didn’t have access to IIQ for the first day. They scanned all the SN into a spreadsheet. I would like to update the verification status on all of these. Trying to find way to look up all SN or import and update. However, I do not have models for these SN. Is there a way to look up multiple SN in asset explorer or import and update status from CSV file? Would be great to be able to look up multiple SN in asset explorer.
It appears that my Issue Categories on my tickets default to posting in alphabetical order. Is it possible to edit the order that my Issue Categories appear when creating a new ticket for submission?
Can I change the set up of where the fees are located on the user page? I would like to move them higher so I don’t have to scroll down so far to see them.
We have 2000 devices that we deprovisoned and moved into a specific Deprovison OU. However, the devices are moved back into their original OU every night. Do I need to set up a filter to stop this? I don't understand why it's moving them back into their old OU.
I was trying to set up a rule that will powerwash all of my elemntary devices at the beginning of summer, but I don’t see an option to set google status with the “On a schedule” under asset in the rules. Is there a way to accomplish this?
I have read this article on upgrading from the PS plugin v1 to v2 but it is pretty vague and uses quite a few non-definite pronouns. Whatever, it happens. Is there better documentation on this process anywhere?
So it looks like there may have been a shift in some of my data that I used for my imports. Now it would appear that I have some devices out there with the wrong tag numbers in iiQ. Is there anyway for me to export our data from iiQ so I can use spreadsheets to compare data between the old system and iiQ?
Is there a way to customize the message a follower gets when added. We sometimes need to add someone from another department to work a ticket. They aren’t an agent but they handle this particular task. When they are added as a follower the ticekt doesn’t indicate that and the email just says the ticket has been updated. It would be nice for them to get an email specifically saying “You have been added as a follower to ticket XYZ”
We recently switched to IIQ and a user was trying to send a picture from their phone in with their ticket using the Mobile Site (not to be confused with the Mobile App). In this case, he was using Safari on an iPhone and went to our IIQ site, logged in, and went through the ticket process. He claimed that he was unable to submit an image from his phone or camera through the site, even though the options were there. I too confirmed this on my iPhone using Safari and Google Chrome. You can click the button to “Take Photo” or “Add from Photo Library” but neither do anything. Am I missing something? Or is this a glitch? I totally understand end users not wanting to download an app on their device and just wanting to use the browser. This would be a welcome fix if it is indeed a glitch. Thanks, Keegan
Is there a way to add a banner on top of the ticketing page for everyone to see? Such as outages that are happening or other issues that may be effecting everyone.
I would like to create two subtasks when a ticket is updated with a Fee Tracker Fine for whole unit replacement. I could do that either by description or by amount >. Is this possible? If not, could this be possible?
Is there a way to see when a Rule was created and who created it?
I have added a Custom Field for the MAC address to the SCCM sync app and made it searchable. When you go to a device view and add a filter for the new field you can search and find the MAC address. When you save the filter and go back to the view there are no results showing. Also if you just go to a device view and add the Custom Field as a column it is blank for all devices. Any idea on what I’m missing, or will this not work as I’m expecting it to?
Is there a way for the knowlege base articles to show up in ticket before they submit the ticket? That way if they can figure it out, they won’t need to submit the ticket?
I don't know if this should be idea or not. Is there anyway to possibly make it so that a user can only see tickets that are assigned to them? Like if i have people that should only see Chromebook tickets can i have it so that they see what i want them to. If not that would be a cool thing.
I have questions for anyone who is actively using Email to Ticket. We have a lot of custom fields in tickets because we require specific information in order to work many of the tickets. Do you find that you waste a lot of time trying to get the information you need in order to resolve a ticket? I am worried that if I activate this and people just starting emailing in tickets that we will get flooded with uncategorized tickets with little information and end up endlessly sorting tickets to the right teams and categories.
How to I filter students at a location that does not have a chromebook assigned to them? What do I choose?
When working a ticket, where do I go to change the issue?
I’m trying to use the “New Device” workflow but when I manually open up a bay using my admin credentials, IQ thinks the device was already picked up. Is this normal? My process is after i create a ticket and assign a bay for a new student, I go to the bay and put in the charger. Should I just do that before I assign them a bay?
We use Lexicon Tech Solutions with AlwaysLearning to send Chromebooks for repairs in iiQ. To create the order in iiQ we must first start the ticket then select “send for repair” then go through the prompt. We have to do this on each individual ticket and we are usually sending hundreds of Chromebooks for repair at one time. Is there a way to create a ticket shortcut for this process or to scan multiple devices and send for repair through a bulk operation?.
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