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We're looking at integrating our Blackbaud SIS data to IIQ using the CSV One Roster sync for the first time, primarily for linking students to parents for damage notifications/billing, etc.One big concern is the visibility of class data (teacher/section assignments) for parents and students. Over the summer, we hide that information from parents/students in our SIS. If we sync with IIQ, will that information be visible to parents/students? Both parents and students currently have logins and can submit tickets in IIQ.Is there a way to ensure rosters/teacher assignments are hidden from parents/students during the summer? Or, is there a way through the One Roster sync interface to ONLY sync parents/student user information during the summer? Could I just delete the class files from the ZIP, or would that generate an error?Thanks for any advice!
Batch Check in - is there a way to have it auto run instead of selecting enter
Since the rollout of the new permission system, our remote support ticketing workflow no longer functions as there is a required field on the main ticket entry page that doesn’t display any drop-down data. We opened a request with support who said it is a custom field that needs to be added to tickets of the “Remote Support Ticketing” type, however that is already done and we can’t seem to locate where any of these fields are defined in when looking at Custom Fields. We can not locate where the fields of “First Name”, “Last Name” and “E-Mail address” are assigned to the first step in our Remote Support Ticketing workflow. Anyone have any tips for finding this?
Our Apple devices are managed in Mosyle and the assigned user name was being fed to the Owner field in Incident IQ until just recently. I notice that on June 10, 282 devices were updated which I believe was the removal of the assigned owner in the owner field. Any updates or suggestions on how to fix or address this? At this point in iiQ I can’t tell who is using which device. I have a help desk ticket submitted but have not heard anything since I submitted it yesterday. Thank you for any input,
Our division has labor hours as a requirement to resolve a ticket However, in both single and bulk working of tickets - when an agent puts in their labor hours it does not cross out the labor hour requirement stating it was done until you refresh each screen. This is a HUGE issue when you are working tickets in Bulk and want to complete multiple work orders at once and don’t want to have to refresh each and every work order. What is going on? Thank you
I've just created our first form, and Im having issues getting the data to post on the correct spot on the form (imported PDF) and I would like to have the form sent straight to the principal for approval (made a form step 2 for this) and then on to the facilities Manager for final approval (form step 3). Has anyone already done this? if so could you share your rules or how you made it work for you?
We are having an issue where our faculty and staff can view quick tickets that are assigned their roles, but when they click on the tickets they are not able to access them. I have gone through the permissions for those roles and did not notice anything obvious that was not toggled on. I have not known of any major settings changes that have caused this issue. Is there an action to cause Quick Tickets to go into “View Only?” IIQ admins are able to access quick tickets from their dashboards without issue.
How can I pull an inventory report for assets by classroom?
Identifying duplicate assets.
Suddenly, agents cannot check out a device in Checkin/checkout using a student’s ID. Is anyone else having this problem?
Our district has our copy machines send alerts for paper jams and supply needs as tickets via email. The biggest problem we have run into is that if a second paper jam occurs minutes after the first, that a second duplicate ticket is registered. Is there a rule that could prevent this?
Good Morning,Our district is currently working on submitting tickets in bulk using created ticket templates. Our intention was to submit tickets for assets that have associated owners, in order to have the owner of the assets captured as the requestor field. Since Ticket Templates default to the Ticket Submitter for requestor, and the ‘Requested by’ and ‘Requested for’ actions require specific users to be filled in, we are looking for a way to map other fields to the Requested for / Requested By field.Are there any solutions that could accommodate this? Our intention is to be able to utilize fee tracking with these tickets, which requires the tickets be ‘on the behalf of’ the associated asset’s owner.Thank you in advance!
Noticed an odd one, We had and agent close out a ticket. Later / Next day the survey was filled out. Our agent got an email notification about the ticket but it was not reopened, no additional comments and the ticket remained closed.We found with some investigation that the survey completion seemed to triggered the e-mail.Trying to see why / what might have caused this, any Ideas ?
IIQ seems to randomly deprovision devices in Google which deletes them in IIQ but they are still valid. Has anyone else experienced this?
I am new to Incident IQ. I just made 3 new Administration Locations. I wanted to add rules to these locations like I did for my other locations but the new locations are not appearing. What did I do wrong?
Is it possible to merge locally created HR forms with the W4 pre-prepared template?
Help me. I don’t understand the purpose of the Exchange function for exchanging assets in a ticket.The ticket is submitted because of a problem with the original device…it is decided that swapping out the device is the best option. The new device works fine (obviously), but the old device still has the problem. Why would the old device with the problem be removed from the ticket? This makes it look like the new device is the one with the problem when, in face, the new device was the solution. Wouldn’t it be better to keep the old device attached to the ticket?I’m just trying to understand the purpose and use case for the “Exchange” button, and how it differs functionally from the “Change” button Thanks.
I am going to experiment with this today, but I wanted to ask if anyone else had tried experimenting with getting users “assigned” to multiple locations inside of IIQ. It would be mainly for end users being able to submit a ticket at each of their assigned sites, but being able to choose which one they’re having the issue at. For example, our school nurses float between 2-3 sites each, but they only have their single primary site. We have just set up a new work flow in our account automation to add these users with multiple sites into the corresponding site Google Groups. I was thinking if I sync users in by those groups, it may allow me to give them access to the sites without having to do it manually, but not sure.Is it even possible to use the permissions for “users assigned location” for multiple locations? If anyone has tried, let me know please.
In Events ReportingOn the building use report is there anything that can be done to display the missing information ? (example below shows +2 more). We need to print this information for evening custodians who don’t have IIQ access and need these details on their nightly task reports. HS > 43 Gym+ 2 More
We have “returns specialists” that help with Student asset returns.They are not Agents, and we do not want them to see anything other than the Student assets.How is this accomplished?
I am trying to help our district do less work since we have both Technology and Ticketing. We have an event ticket under Facilities and an event ticket under Ticketing. I would LOVE to add a custom field on each side saying “Tech Support Needed?” and “Maintenance Needed?” on the opposing sides respectively, and have those fields fire off a ticket to the other module so that we don’t have to have people enter in tickets in both sections. I tried a “When Created” rule on both sides, with the custom field (on/off type) set to “Yes”, then create a ticket using the template on the other side. This did not work, it created the ticket in the same module and assigned it to the person in charge of finding staff on the opposing side (they don’t have access to each others modules either so even worse). Is there some way to make this work so that I can have it create the regular ticket in the module it was submitted in, and then create an additional ticket for the other module?
When I check an asset in on the app, I can mark it as damaged and a ticket is generated. I do not see a way of doing that on the web interface. Am I just missing it? I’d rather not have to use a phone to check in damaged devices.
So we have students that have a tendancy to take their Chromebook with them when the leave the district. We usually disable their accounts, but the Chromebook is still active. I’ve poked around in the rules and I can’t quite find what I am looking for.What I’d like to see is a way for iIQ to look at the student’s role. In this case, no access. Then I’d like to see it run a rule that looks for any Chromebooks that are assigned to them and then disable them via a rule. I’ve seen a few that are close to what I need, but doesn’t do what I want it to do.
I have a teacher whose location keeps changing. I have even locked the location and it will go back to the “wrong” location but have the option as locked now. It will not allow me to lock her location. Additionally, her assets are also doing the same thing.
I am working on migrating iPads from Jamf to Intune. Not what most would recommend but this will do the job and save us some $$$. I have device sync working fine and IIQ is pulling all the owner/user fields just fine. The issue is that this is not updating the IIQ Owner field despite having selected “Automatically update owner in iiQ based on Registered Owner's Email Address in Microsoft Intune” and ensuring this data is pulled and the email is the same as my IIQ email.Can anyone please provide some insight on what seems like should be a simple task?
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