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Is there a way to create rules based on survey results? I am not sure which trigger to use, but I want to create a rule to email me when survey results do not meet certain criteria so I can follow up on the ticket.
Hello IIQ Community! First time poster here. One of school librarian’s asked if there’s a report that they can run that will give them the device check-in log, so that they can see the devices that were checked in and checked out each day. Is that possible? I wasn’t able to find a pre-built inventory report like that. Any help you can provide is appreciated. Thank you!Best,GavinGavin Maedahe/him/hisInstructional Technologist, SSFUSD
We are looking to make our toner request for printers system better. One of the issues we have is that there is no forced option for the user to tell us what toner they need. Yes, there is a text box but in our experience, users will do the least work possible when submitting a ticket. Is there a way that I am not seeing to force a specific set of questions for specific issues? For example, if they put in a ticket for a color printer, they must check boxes on what color they need?
I have literally every notification box checked to receive emails for tickets but for some reason i am not receiving emails for submitted tickets. it looks like i will get emails once i assign the ticket to myself and updates but not without first assigning them to myself. This is a little inconvenient since i will have to periodically check to see if tickets are being submitted. is anyone here having this issue or has found a solution?
We have staff or students who have left the district. Even though we are updating info in our SIS they are still showing up in IIQ as active. Is there a setting for when the sync happens it moves these to no access?
I am trying to bulk print asset labels, but I am having some difficulty. I have a Dymo Labelwriter 550 Turbo, loaded with Dymo LW 30336 1”x2 1/8” labels. When trying to bulk print them, the formatting is off, and I cannot find any way to align the fields correctly. Am I missing something? Playing with the margins gets me nowhere. Increasing or decreasing the scale doesn’t help either. For some reason, the content is high and to the right and there doesn’t seem to be any way to fix.
Can you set the “Describe your issue” field to be required (( like room )) ??
We are currently using Spare Pools for our damaged Chromebooks. I have set up a rule to remove the owner and switch the location to the help desk whenever they get entered into the spare pool group. But it seems whenever google devices syncs, the owner gets updated which changes the location from the help desk. Is there a way to have Googler Devices ignore the devices in the Spare Pool? I would like for the devices to have an unassigned owner and show location as Help Desk just to have things be more organized. Thank you
Some tickets are not allowing us to change the subject. If I go into the More>change issue the full set of subjects will not appear. It will only give me subjects related to what the original subject is. Also there are times when the change subject does not work at all.
We are in the process of streamlining the Resolution Actions we want agents to use on tickets and I found one situation where I cannot find how to make changes: emails forwarded in to the system.Currently I’ve gone through and set the Resolution Actions for all of the various ticket types (Models, Provisioning, Network/Wi-Fi, etc.) so that there are 6 core Resolution Actions that show up:However, when we get tickets that are created via email, we get a completely different set: Am I missing where I can go to update what Resolution Actions are displayed for tickets created via email or is this a missing functionality?
Hello, I’ve been asked to compare last years ticket count to this year. What is the best way to pull this information? They would like it broken down by Month and weekly view to show the busiest times of the year. Thank you in advance for your assistance.
We notice that we can add tags to tickets and have been tagging tickets for later reference. How do we find tickets that have been tagged in certain ways?
Hello, Having variables in emails are AWESOME! thank you for this. I took a look here but did not see comment variable to include on ticket email. What I am trying to do is if a agent is assigned a ticket and I want to add a comment and email them my comment. For example. I might add a comment not visible to the requestor that the student is in 3rd grade so they will need a Dell Chromebook. I would like that comment in the email send rather than just a comment was made. Thank youRon
I have been using Incidient IQ now for a little over a year on a PC, now I have been given an iPhone 13 to use and was told that I can send pictures from the iPhone into a ticket to document device damage. Is there any documentation that shows how to do this, or hopefully a user guide that describes all functions of the Mobile App?
Wondering if a way to exclude tickets based on something (issue type / status) from agent ticket count? Part of our work flow for de-provisioning staff/students is return of district device. If device isn’t returned it is marked in a lost/missing state while agent works with respective team (HR/School Office staff). Due to nature of ticket it could sit in agent queue for up to 3-4 wks. As result some agents appear to have a large ticket load when they really don’t/
Hello, Does anyone know of a way to assign users to rooms en masse, rather than having to click through the edit button on each individual user? When doing a user import, I’m unable to select “assigned room” as part of the “Target Field in iiQ” mapping. Surely there is a better way than assigning one-by-one. Thank you!
Is there a way that I am missing to just print tickets directly? I see where you can save the tickets as PDFs and that view is great for the ticket details but I cant see a way to just hit a button and have it print like that. It seems like you have to save it as a PDF, open the PDF, and then print the PDF from there. I don’t see a way to print a clean ticket view right from IncidentIQ. We have multiple processes that involve printing tickets and this would be very cumbersome and time consuming over the course of many months/years. It seems there should be a PRINT option under more that would create the PDF “view” and take you right to a PRINT screen of that view, without you having to locate a created PDF on your computer in another window and then opening and printing it from an entirely separate program. For one ticket, this isn’t a huge deal, but if your daily process involves printing many tickets, this is very inconvenient. Thanks.
I’ve got several audits set up in Incident IQ all pulling out of a sync that is run daily from Intune. Everything has been working fine for about a month now and then all of a sudden I’ve got 2 of the 4 of them showing all devices with a “Pending” status. I’ve tried re-running my audit and re-syncing the data from Intune, but so far nothing I have done is making any difference. Is there something I am missing here from a troubleshooting standpoint or is this just part of some ongoing issues?
Is it possible to export the weblink for a ticket? We have an exited employee checklist that helps keep track of the many different systems we have to remove employees from. I’ve got everything I need in the export except a link back to the ticket.Anyone know of a solution for this? Thanks!
We just started looking into SLA and Analytics Explorer for the agents. A question came up hopefully someone could help. When a requestor submits a ticket the Response time starts. Lets say it take 2 days for that ticket to be assigned to an agent he answers it in 2 hours. Does 2 days and 2 hours count against the agent? Same goes for Resolution time. If they close that same ticket in 4 hours would the agents Resolution time be 2 days and 4 hours? Thank youRon
Is there a way I can see all of my students that still have a device assigned to them from their previous school?
Please someone tell me there is a way to assign the Default policy for Roles, I need to hide the Knowledge Base from all our staff as we already have one that exists, the only way I can do this is to create a new policy and set it to everyone's default individually.There has to be a better way, please help.
were do i give permissions to allow access to change an asset?
in incident iq what permissions do i have to set for a staff member to change an asset location or assign a student to a chromebook ?
Is there a way to make a main ticket a subticket of another after it was created?
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