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How do you add a custom fee. There are already some options, but I don’t see where to create custom fees that can be made for tickets.
I am trying import some tickets from an old system via the API. The only thing I am not able to figure out is setting the created date to the date from old system and not today. The API responses have the created date in the format of YYYY-MM-DDTHH:MM:SS as in 2024-12-12T14:30:00 but when I try that format it doesn’t seem to work and sets the date to today. Is there another format or can created date not be anything but today?
I had a couple questions about best practices when creating tickets. We've noticed that when creating tickets for chromebooks or iPads using the "New Ticket" Button, once the ticket has been created the ticket doesn't attach the owner as " requested on behalf of " unless we do it manually after. Is this normal? If I create a ticket on the device info page it does attach the asset owner automatically. Is there a reason for this? or is it just a glitch?
Is anyone else seeing this issue where a usb webcam is not working to take a snapshot? I have deleted cookies, restarted the browser and computer, tried a different webcam, tried a different browser, made sure that allow is set in camera settings, and it is still not working. Any help would be much appreciated.
This is great that the agent role is set to the default when assigning a ticket to another person but we have many others that are admins and it still adds a extra step. Is there a way to set admins and agents as the default?
I’m using the Incident IQ iOS mobile app (version 3.9.4.24082901) on an iPhone running iOS 18. I’ve configured notification settings properly as described in the KB article, but I do not receive any notifications on my phone. Has anyone else experienced this or have any suggestions? Thanks.
Is there a way to check in assets while simultaneously returning the spare? Due to the volume of tickets we get, >5000 per school year, sometimes students come back with their loaner Chromebook before we fix it. The librarian/aide doesn’t have the means or time to find the original ticket, so they will just use the check in/out feature and check the Chromebook in. However, that Chromebook is still attached to the ticket and is unable to be checked out. It would be nice that when checking in a Chromebook it also returns the loaner.
I need help resolving a problem. We use Infinite Campus, which syncs with IIQ. Recently, we had an issue where our Google SSO failed one night, specifically with the groups. I don't know if that has anything to do with it, but we resolved it the next day. A few days later, I noticed that our district employees' locations were based on where their children were enrolled in the district. For example, my location is Central Office, and my daughter is enrolled at the High School. My location is now set for the high school. If I change my location manually after it syncs that night, my location changes back to the High School. The problem we now have is when employees submit tickets, they route to the wrong location. We also have several staff and students in the unassigned (Temp) location. IIQ support said the issue was on our side; however, our locations are correct in Infinite Campus. We use One Roster, and I'm unsure if that has anything to do with it. I do not have access t
How do you restrict a technician's view to only see tickets they are assigned, or teams they belong
I work for Anoka-Hennepin Schools and am wondering if anyone would be willing to share how your district handles recycling of devices and/or transferring devices between sites. We have a fairly cumbersome process that we are hoping we can streamline a bit with Incident IQ. We use SCCM, Jamf, Google Admin console and Destiny. We coordinate pickup and transfer of devices as well as movement between OUs/Sites in the management stations. An outline of our process is below.Site TechOpens an iiQ ticket Fills out a Recycle/Transfer spreadsheet (include all devices being recycled or transfered - it includes SN, Destiny barcode, device name, model, type) Links the spreadsheet to ticket Fills out a warehouse transfer form which is attached to the device/s - This also schedules the warehouse to pick up the devicesDistrict TeamReceives the iiQ ticket Removes or moves the devices in our device management systems (SCCM, Jamf, Google Admin console) - Depending on the request (recycle vs transfer) w
This may be an enhancement request. Previous product, the fees followed the user and our registrar’s or campus admin’s could see that they owe for something when they try to withdraw or register at another campus. I don’t feel I can ask them to run a report each time to see if the student is on the list. They are already on the screen to see if the student has any prior equipment still checked out. I really want them to be able to see the Fee Tracker information as well without making them agents.How are others addressing this?
When I scan an asset, there is no longer a view tickets button. This was really handy because I am a field tech and I work on chromebooks daily.
Hello, Is it possible to assign a user to a team and/or a role in IncidentIQ? I do see that setting up a User rule is very limited with the new permissions model. I’ve also found that if I use the conditions within Permissions, that I still cannot automatically add a user to a team or role based on certain conditions. Any ideas/suggestions?
We use a lot of different roles in our district. When we click on a ticket, and assign a ticket to a user, or even change the assigned user, the default role is agent, however, we assign half of our tickets to staff and the other half to IIQ Admins, up until recently the default option was Staff and I’d just search the user I wanted to assign that way. But now the role is agent, and I have to change it to Staff. Furthermore, on mobile, I have no option to assign tickets to anyone who isn’t an agent. Is there any update planned to fix that?
I created a stale rule as a reminder for the requestor at 5 days and then on 7 days which was also set to automatically resolve. It has all worked (the emails on day 5 and 7), but my ticket did not automatically resolve on the 7th day even though I set that up in the rule (see below). My tickets require us to confirm the issue and then set an action before resolving. Is that why it didn’t automatically resolve? The only issue there is that there’s no option at the bottom to add an “action” to the ticket before setting the status to resolved. Maybe I’m missing something though!
User was not created because 'Create Students' is disabled.Where do I go to ‘enable’ this option?
Hi - How do I set an out of office via the IIQ APP/mobile?I know on the desktop version you go to Profile, and it has the options for out of office there, including the ability to fwd any tickets to someone else. When I click on the Profile option on the left bar in the app, it does not bring up anything to do with out of office options.I've tried searching, and made sure I had the most updated app.Thank You
I'm using the endpoint /api/v1.0/tickets/slas to retrieve SLA information related to tickets; however, it returns a 500 Internal Server Error when the itemcount is 0.{ "ItemCount": 0, "UserToken": "", "RequestDate": "2024-11-27T17:54:54.835596Z", "ExecutionTime": 348.4801, "StatusCode": 500, "Message": "Internal Server Error", "ServerName": "tickets-00023I", "ProcessId": 4020, "Properties": {}}payloads = { "Schema": "All", "Filters": [ { "Facet": "createddate", "Name": "daterange: 11/27/2024-11/27/2024", "Value": "daterange: 11/27/2024-11/27/2024" } ]}headers = 'content-type': 'application/json','accept': 'application/json'‘authorization’: ‘Bearer’ + key
I may not have a clear understanding of using variables for emails, so if I’ve got this wrong please let me know!I’m exploring the idea of sending an email notification to specific staff members if a user leaves our district & still has a Chromebook assigned to them. I have the notification set to come to me for now.I received my first notification today, and the asset information was not included, just the variable name(s). I’m wondering if the email can’t reference the asset info since I’m using a user-based trigger? Do I need to switch to an Asset-based trigger?Here’s the structure of my email:As of {{User.ModifiedDate}} {{User.FullName}} is no longer with the school district. They have the following technology resources to be returned.Asset Tag: {{Asset.AssetTag}} Serial Number: {{Asset.SerialNumber}}
Hello, I would like to ask about this since the SCCM setup guide does not give much detail on this. We have IIQ set up with SCCM to map by OUs in Active Directory, however, I have noticed lately that this option has not been creating new assets. When I look for one of these assets in the sync log, I see something like the following error: “Incident IQ Asset [AssetId:asset_tag] was skipped. Location could not be mapped, and no default location mapping exists.”We do not have a default location mapping set because we have some assets without a fixed location and we want our agents to be able to change location for those assets as necessary, while the default location mapping would keep switching them back to whatever location was set to default.I’m not sure why the sync is unable to read our location mappings. I’ve tried a few different ways to write the OU path, but none of them have worked. Currently it’s set to [Active Directory site]/[District OU]/[Computers OU]/[School Level OU]/[Bui
Is there anyway to have a device move to the homeroom of the student it is assigned to? Trying to avoid having our techs manually move everything into the kids classrooms
Anyone Else experiencing major performance issues with IIQ today? Navigating tickets that do not load and if they do I cannot add actions so I can resolve tickets.
Can we get an update? Please
