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We are utilizing Remote Support Ticketing and parents are submitting tickets(as guest) who have students at more than one location. I.E. - Student 1 attends High School, Student 2 attends middle school. If I enter a ticket with my guest email for student 1 and select high school and later enter a ticket for student 2, my location defaults to student 1’s location despite the fact that I chose a different location on the initial screen. This in combination with the security password is creating a very unpleasant experience for our parent population. How can we resolve the location defaulting to a parent’s previous choice. (This also occurs when a student moves up in grade level to a new school, Parent’s email is attached to old location and default(and routes) to that location).
I’d like to create a rule that occurs on the trigger “when updated” that triggers a status change. What I’d like is that whenever a requestor updates a ticket, it changes the status to a custom status. In our case, “waiting on tech”. I see a way to change it based on a comment change, but I’d like that to be specific to requestor change and not if an agent adds something.
Is there a way to hide some of the default workflow ticket status? There are many options we don’t need.
How do I cancel this APROVAL REQUIRED? I have sent it to myself multiple times and through my email selected APPROVED but it takes me back to the ticket and doesn’t allow me to do anything because the APPROVAL REQUIRED is still unselected. Please assist. thank you
The “Visible to requestor” checkbox is defaulted to on when adding action items to a ticket (unless it’s a shortcut we’ve set up where we can uncheck the box). Where can I find the setting to turn this off for action items (that are not our shortcuts)?
For teachers, the MyClasses view has all the relevant information including username, password and device(s). Generally, at the beginning of each school year, I create a spreadsheet with the same information to share with teachers for a one stop lookup and to print the information out (on labels via a mail merger) for teachers with younger students for use in class as well as to send home.Is there a way to export username, password, and device info by teacher? Better still, can teachers export the data?
We have several new staff members districtwide who can’t see class schedules and rosters through iiQ. We use Ascender SIS, and they’re marked “Active” in the gradebook and employee portal, but are still showing inactive in the sync to Incident IQ. The only reason we can think it would do this is because they haven’t received a paycheck from our district yet, but it’s really inconvenient to wait until September 15 to see if that works. Is there any way to change where Incident IQ pulls employee status in the Ascender Sync so we can link schedules and rosters?
I am trying to get into IIQ from Google Chromebooks what the total amount of RAM they have installed is. We have purchased some with 4GB and now some with 8GB and I want to be able to tell them apart based off the RAM. I have setup in IIQ in the Google App to sync the SystemRamTotal to a new custom text field I created called Total RAM. I am just testing this with a few devices, doing the asset Push Data from the Google device data sync (i don’t want to run a full Google Sync during our school day the first week of school) and I am seeing the custom field but it is blank, nothing is coming over or populating from Google. Here is what i setup in the Google app in IIQDoes anyone have any ideas or see what I am missing to get the RAM amount to sync over? Thanks
Good Day All, Has there been a recent update that has changed the way scanning a user name into the checked out to box behaves? In our district we have agreement forms and I have made it where the agreement form has a barcode for the device and a barcode for the user name. Recently I noticed that when you scan the username into the checked out to area it no longer works as it use to. When you look in settings you see an option for barcode scanning behavior for assets but not for users. Has anyone else been scanning usernames and is now seening this issue too? Using Chrome Browser Version 115.0.5790.111
does anyone know how to configure an approval process for tickets?
I am still kind of new to all of this, and had a few questions with rules.So can we force a rule to run after a ticket has already been made? a. We have a ticket where the rule didn’t populate the subtickets, even though it is set up like every other rule we have that is working just fine at populating these. I don’t know if it just glitched and is not populating, but it would be awesome if I could force the rule to run, just to see if it would work after the ticket has been made. Is there a way to have subtasks populate on a subticket that goes from one platform to another? a. We have an onboarding ticket that goes from HR to Ticketing, and the subtasks that we have in the rule do not translate over into the Ticketing side. I have added them, and they still don’t show up. I didn’t know if this just isn’t actually possible, or if I am just doing it wrong. Thank you all!
Is there a way to change the ticket starting number sequence. We are up to 42000 in our old system and the new implementation of iiq is starting from 1000, it would make looking back in email and history easier if we could not repeat the number, perhaps start at 50000 or something like that.
Hello,Is there a way to add an Issue Category to the Software / Online Systems Ticket type and have it appear at the top of the page above where it says ‘Which software or online system is this related to? I was unable to find a guide for this Ticket Type so can you please share if you are aware of one? Additionally the search box isn’t working. Anything that I type in the box comes up with ‘No results found’.
Users can submit a ticket notifying us that they will be traveling aboard and would like their accounts to work outside the US. When submitting their ticket, they fill out “Leave” and a “Return” custom fields. These custom fields have the Field type: Date.I’m writing a Scheduled rule that checks the “Issue type” and “Date Returning” fields. If the return date was last week, an email should be send an email to the assigned Agent letting them know to remove the user from the group allowing outside the US access.However, the scheduled rule appears to ignore the “Date Returning” value. It says the rule will match with 58 tickets which is the total number of tickets with this Issue Type, not the number with the Return Date.Any thoughts on why this doesn’t work?
Is there a way to bulk change Asset Type and have them update in the asset’s details? We can currently change an asset model’s Asset Type, but when we go to an asset of that model, it will continue to show the original Asset Type until you edit and save that specific asset... then it will show the new Asset Type.We’ve tried mass ‘set info’ to force an asset update, but the details still show the old Asset Type afterwards.It looks like our options are to edit/save each asset individually, or delete each asset and reimport them in.Is this a bug that can be fixed, or something that can be added?
We have a couple of Issue Categories under “Other Requests” that need to go to Facilities teams. By default, anything under “Other Requests” is a ticket in the Ticketing product.One of the categories in question is called “Chair & Table Request”I can set a “when created” rule to change the product to Facilities, but I can’t get a rule under the Facilities product to pick up the change and keep processing rules. All we’re trying to get it to do is assign the ticket to a team in the Facilities product on creation.Due to the size of our district, not everyone is authorized to enter Facilities tickets, so we’ve set up permissions and role visibility to reflect that…. however anyone can enter a “Chair & Table Request” which is why we have it under “Other Requests”.I tried setting a “When Field is Updated > Product” rule on the Facilities side, but it doesn’t pick up the change.It appears the “Continue to next rule” option doesn’t continue on to rules under another product, even t
Is it possible to have email to ticketing set up for facilities and then one for ticketing?
I have added a new field to indicate that an asset should not be replaced when it reaches end of life. It is called “Do Not Replace” The field is identical other than name to a field which indicates whether an asset is assigned to a student or not. Both are yes/no fields. Both are assigned to assets in Ticketing.Both fields appear on the edit screen for assets correctly. Both fields can be filtered on. However, when I search for the Do Not Replace field either because I am using Set Info to change multiple assets because I want to add it as a column, it is not found. The Student Machine field appears in all cases.For the life of me I cannot figure out what I did with the Student Machine field that is different from the Do Not Replace field to cause the differing behavior. Any advice would be appreciated. Thank you.
Is there an easy way to limit who can submit tickets per location? Our Maintenance department only wants certain individuals to submit tickets in their module.
when a Ticket got resolved by a technician, it then immediately got assigned to another technician.How do i create a rule to fix that ?
Hello, Is there a way we can unlock and hide fields in Events? These are just two example of fields that are not needed in events. There are a few others we would like to hide as they are not pertinent for Guest users or organizations. Here are some of the others we would like to hide for them as they would just cause confusion. The organizations that we rent to would span multiple buildings. School IDEmploymentGradeAssigned Rooms
I have created Ticket Templates. One of my subtickets (which is a template) has subtasks. When I create the ticket from the template, the subtasks aren’t showing up. This is the Ticket Template I have created for Certificated Staff that are resigning. The Device Subticket - does create a subticket like it should. However, this is what is set up for that template. There are multiple subtasks. However, when the Ticket Template for Resignation - Certificated (1st picture) is used, the subtasks for the Device Check- In are not being created within that ticket. Any ideas?I could create separate subtickets for devices turned in, but would like it to be all under that one ticket.
I’m having an issue when using the iiQ Mobile App to scan device barcodes. I am using an iPhone 14 Pro, currently on iOS version 16.5. The iiQ Mobile App is on version 3.8.7.23052401. I’ve noticed that when I try to scan an asset, initially the focus is very blurry. However, if I move the device camera further away, the focus becomes more clear. I don’t have any issues with my camera outside of the iiQ app. Two of my coworkers using an iPhone 13 Pro do not have this same issue. Thoughts? Has anyone else had this issue?
We recently rolled out the Facilities module. Is there a way to set a default landing page for Facilities agents? Right now when they log in, they land in the IT ticketing side as staff members and have to switch to Facilities to work tickets. I’d love to make their lives easier by taking them right to Facilities when they log in. I don’t see a place to make that happen.
I am brand new to IIQ. I initially did a manual sync and our device information and users assigned to the devices populated, but, since that sync:I am unable to affect a change in user information via a sync FROM Intune to incident IQ, or a push TO Intune from Incident IQ. Both show that they 100% completed but no data changes happened. First try: Changed the Primary user in Intune, ran the sync manually, and the Owner did not change in Incident IQ (I also tried just syncing the individual device with the change)Second try: Changed the Owner in Incident IQ, ran the manual Push, and the User did not change in Intune.What am I missing?
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