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I have an issue where when a ticket is in level 2 or 3 or assigned to manager, we have reasons we want them to stay there and a over zealis level 1 tech assigned the ticket to themselves and works on it, sometimes we are waiting on the “go ahead approval” or have other factors, etc where we don’t want this to happen. I have tried making custom permissions but I cannot seem to achieve what I want.Does anyone have an idea how i can solve this?I just don’t want level 1 agents to be able to either see or assign level 2 and 3 tickets to themselves. My main concern which i have seen happen many times is we send a level 2 or 3 person to actively work at a site on an issue and the level 1 person just takes the ticket and starts working on it at the same time, this is something that we would like to stop. When we had web help desk it was possible to make certain ticket categories or level not visable to other levels.
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
I am trying to export detailed room information into a spreadsheet and it will not. I see it on the screen, but when I export it, it only shows the building and not the room. Attached are what I need and what I get.Any help on how to get the “gondola f” portion of the room information into the spreadsheet would be much much appreciated as I am attempting to look for these assets.
I was looking to see if we had the ability to have a device placed on a watch list for actionable tickets. For example. SN# XXX has a history of 5 or more tickets with same type of issue. Place it on a list to be alerted if it returns with the same issue again within say like 30 days.
Hello everyone, I am going through the facility tickets and as one of the resolution actions is “repaired” but it prompts for a time entry (the time it took to repairs). Is there a way to remove the requirement to enter the time entry when selecting Repaired as resolution action
Often I use the app on a smart phone. It would be nice to see the room number without clicking into the ticket and scrolling to the room number?
Hi all,Is there a way to create a ticket view that has dynamic filters based off team and location? Maybe iiQ has a permission setting that will do this?We have 10 locations and 3 roles at each location. I am hoping I don’t have to create 30 views.Thanks
Recently I’ve noticed a change in behavior when I “Change Issue”. Because all of our tickets come in via email we assign the generic “Other” issue to it when it’s received. Then the ticket is assigned to our team and then an agent. The agent will then update the issue using the “Change Issue” button.Recently I’ve noticed now when I push Change Issue, it reverts to start ticket after changing the issue, even though the ticket was already started. We have to then click start ticket again to the issue will be changed and confirmed. Is this the intended actions moving forward?
Sorry if this has been asked before but I could not find any information on what I am trying to accomplish. We are a one school school district and we have set up locations for the school and additional location for items we have retired and disposed of just to keep things separate. I wanted to see if we could give a user rights to only check in/out certain equipment within a location. It seems that the only way I can see to do this is create a separate location. To me that adds confusion as the devices are not really in a separate location but rather a sub location. Here is a scenario I am trying to accomplish.Our special services department purchased some devices that they want to check out to their teachers aides when needed. If I give the department secretary the permissions to check items in and out she can see all items within a location when I only want her to see what items she needs to manage.A similar situation would be in our Art Department where the teacher would w
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?
Asset still shows previous user as the owner of the device even after it has synced with Jamf. All info is entered and correct in Jamf. How do I make it so Incident IQ updates the device owner as well?
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?
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 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.
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.
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.
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?
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
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