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Users

Find FAQ's, discussions, and best practices pertaining to Users

  • 189 Topics
  • 805 Replies
189 Topics
KSchmus 577346 mybedford
KSchmus 577346 mybedfordObserver
asked in Users
Student History Report

I need a user history report, NOT an asset history report. Does this exist?

426
Kathryn Carter
mmickey
Contributor
mmickeyContributor
asked in Users
Users at multiple locations

We have users that are assigned to multiple locations, as well as some of our agents manage two different locations. Is there a way to assign users/agents to multiple locations?

2107
Kathryn Carter
JTherrien_iiQ
JTherrien_iiQEmployee
posted in Users
Repeat Offenders Workaround via Asset Status / Rules / Tags

As we all know, asset damages are a common occurrence in the K-12 space. Frequently, there can be users who are repeatedly damaging assets. Considering how it would be nice to be alerted to those users submitting multiple asset damage tickets, I created this process to help keep track of those "Repeat Offenders". This workflow can identify those users who continue to damage devices, easily apply fee tiers, and/or automatically categorize broken devices. With these steps, you can build what is helpful for your district's needs Steps:Create these custom details within iiQ: -Tags for each offense (Tags - Creating and Applying Tags to Tickets)-Fees/ Fines for each offense (if applicable) (Fee Tracker App - Installing and Managing) -Assets Statuses to correlate with each of the new offenses (Creating and Editing Asset Statuses)Create a “Ticket > Updated” Rule with a filter of the tag you created for the 1st offense  2a. Add the action “Set asset status” to the custom status you created t

4484
JTherrien_iiQ
M
MNemirovsky 48394c3 lvusdObserver
asked in Users
How do I generate a ticket on behalf of a newly created user?

I’m trying to generate a ticket automatically when a user is created. I’m following the User Rules logic and stumble into a problem when creating a Ticket Template. The Template does not allow me to create a ticket on behalf of the newly created user, nor does it allow the location to be auto-populated based on synced in user data.Desired Workflow:User is imported via Google Sync, triggering the Ticket creation Rule The generated ticket should be created on behalf of the newly created/imported user, with matching Location and Location-based Agent assignment The Ticket Details (Issue Description) should contain variable-driven information about the new user (name, email, location, job title, etc).Additionally, I've run into an interesting issue with the Rule Filters:The Aeries integration is not listed as an option, but I found a “SIS User Status” filter, which I set to “active”. Will this use Aeries’ active flag to determine if the user is listed as active? The “Google Sso Data: Org Un

20812
Kathryn Carter
J
Participant
jo.cpaParticipant
posted in Users
Parent ticket entry

After removing the Password Assistant (thank goodness), we now have the ability to set a password for a Parent and the Parent can Login.But, am I missing something on Parent ticket entry?The Parent cannot create a ticket on behalf of their Student? nor view Student Assets?They also cannot add the Student/Teacher/SPED Case manager/email/coparent as a Follower.So how does a Parent effectively input a ticket for their Student and add Followers?There is a slight benefit to us using the Parent login so we can avoid the terrible email threads that are difficult for parents to comprehend.  I’ve tested and can confirm that if the Parent is added as a Follower to their own Student’s ticket… then the Parent will see the ticket in the Open Tickets tab.Is there a way to share a URL that will take them straight to that Open Tickets tab instead of the My Tickets tab? without the click.  I want to be able to direct Parents to a generic link that will allow us to tell all Parents to “click this link t

221
D
N
nafcsahunter
asked in Users
New to IQ users not able to login

I’ve had a ticket open for a bit trying to figure this one out, but no luck, so thought I could try the community. We use Google SSO for all logins - this connection has been up and working pretty flawlessly until the last few weeks. Now, when we get a “new to IQ” user trying to login to IQ, they get an error message saying: “Login failed: That user is not set up in IncidentIQ”. (When I say new to IQ - we had some users that have been here for months just try logging into IQ for the first time getting that message, as well as brand new users trying to login). I see their account info being created with the Google SSO integration within IQ, but for whatever reason it is not letting them login. Any help or thoughts would be appreciated. Thanks!

20716
E
MReid 777163d nbpsnj
MReid 777163d nbpsnjObserver
asked in Users
Survey Reports

Is there a way to get a report of the survey results from the resolved tickets?

411
DDonaldson_iiQ
MReid 777163d nbpsnj
MReid 777163d nbpsnjObserver
asked in Users
Permissions for Media Specialists???

is there a way for a media specialist to scan loaners in and out of IIQ if I give them agent account permissions, or what permissions would they need to have to scan assets in and out?

345
Melissa_iiQ
DAdmin 407d141 mtbluersd
DAdmin 407d141 mtbluersdObserver
asked in Users
Goolge SSO sync disabled all of our users

When our Google SSO sync ran this morning, it moved all of our Google users to No Access. We haven’t made any changes to our iiQ system or Google Admin settings that would have prompted this issue. Did anyone else see anything like this?!--a=1-->

251
Kathryn Carter
M
MDavis 17031e hpcsdObserver
asked in Users
Creating more tabs

I am very curious on if there is a way to create more tabs in this open tickets view. I am looking to create a tab for Subtask any help and direction is appreciated 

293
Kathryn Carter
J
Participant
jo.cpaParticipant
asked in Users
Staging site

Does anybody else have a staging site?Are you able to see any users in it?I cannot.I need to test some Role/Team changes, but I cannot test them cause there are no Users.  

545
AHolley_iiQ
M
MLogan 540aba1 shermanisdObserver
asked in Users
Assign to Users Rule Feature Request

We want to assign directly to a user. This user will only be a medium to assign the tickets. We do not want them to be an agent. The rules only have assign to agent and will not allow us to add a user instead. With the updated ability to assign tickets to users it would be nice to also have the ability in the rules.

202
VCollins_iiQ
J
Participant
jo.cpaParticipant
asked in Users
Parent Passwords - Login to iiQ

Hello,We have not had Parents logging into iiQ, but we intend to change that and add the Login Permission.I’m testing on a manually created Parent account (iiQ Local).I’m trying to also reset the password for that Parent.  As an Agent, I’m not sure where I would find the option to Reset the Parent Password for this Parent.I’ve opened a Guest browser window, and I’ve tried to use Password Reset.  But I get this message…Is there a good KB article on this?  Or does anybody have advice? 

1028
J
Participant
A
Participant
AMeyer Greendale SchoolsParticipant
asked in Users
Job titles not populating?

I’m exploring the option of assigning custom fields to staff based on Job Title. However, it looks like none of our staff are getting that data in iiQ.I checked our Data Mappings, and Job Title is set to pull from Google SSO. Do the titles need to be in a specific format?I have a custom field mapped with the data, but it would be nice to see it in the main profile section.  I do have a support ticket submitted since staff with multiple titles don’t get recognized properly by that custom field. Single titles are working.I might be able to pull this from our SIS (Infinite Campus) but I’m hesitant to make the switch. Hopefully our sandbox instance is ready soon 😂Screenshots below of our:Data Mappings Staff Profile 

8813
A
Participant
K
KCortez 85384e0 udsdObserver
asked in Users
how to edit user roles

can I edit and or add user roles in Incident IQ?

794
K
M
MStewart 580d802 montgomeryisdObserver
asked in Users
Mobile App

What permissions do I need to add labor to the mobile app? 

497
EStapf_iiQ
B
BLamb 143a1ff mwcsdObserver
asked in Users
Need to find students that don't have a device assigned to them

We are deploying new devices and have found a few students that don’t seem to have a device assigned to them.  Is there a way to filter users to show only those that do NOT have a device assigned to them?

563
Kathryn Carter
A
AKnott 213957c ritenourschoolsObserver
asked in Users
Way to Remove Fields From User Profile

I created a custom field to determine if the user is insured or has already used a claim. However in order to view it I have to select “Edit User.” Is there a way to remove feilds like “job title” or “supervisor” so that the custom feild will be visible?   

231
EStapf_iiQ
J
JSanders 397a803 rbbschoolsObserver
asked in Users
Assigning Devices to Users

Over the last few days, whenever I go to assign an asset to a user, I have to do it twice because nothing happens after the first time. I’ve heard from other agents in our organization who are experiencing the same issue. Is anyone else seeing this?

606
A
Participant
B
BLOUIS 51350a6 lpssonlineObserver
asked in Users
Internal Comments

In Users Explorer, in a student’s profile, there is a selection, “Internal Comments.”  How can I use this?  I am looking for a way to include student specific notes in Incident IQ.  We use the program to track Chromebooks at a high school and we need the notes option so that we can track things other than fees and fines. 

362
B
JRood 877c5a lvpioneers
Contributor
JRood 877c5a lvpioneersContributor
asked in Users
Switching SIS

We currently run Powerschool and I am sure you are all aware of the situation with them, but I have a feeling in the future we will have to look at potentially switching SIS systems.  I was just wondering if anyone has gone through this before with IIQ and is the process easy?  Anything to look out for with old student/staff profiles already created?  Will the user records/device assignments just merge automatically if we do end up switching?  

624
PDonahue_iiQ
J
Participant
jo.cpaParticipant
asked in Users
Parents created via SIS CANNOT LOGIN????

As our use of iIQ has evolved, we’ve arrived at a unanimous consensus on our large Tech Team that Parents being able to login to iiQ is a requirement.  So we’ve been starting testing.  Why do we feel this way?  We have a very large # of TK-12 students, mostly remote where the Parent plays a major part of the communication with Tech.Yet, this response has me very concerned about how we would proceed?  SIS created Parents cannot login to iiQ?  Why?  Any other users have comments on this?    

1199
Kathryn Carter
TCummings 9174959 juhsd
Contributor
TCummings 9174959 juhsdContributor
asked in Users
Custom Permissions to prevent level 1 techs from seeing level 2 and 3

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. 

3156
KellenH_iiQ
M
MSpero 307447f bscsdObserver
asked in Users
user photos

is there a way to block students from adding a picture to their account?  Thank  you!

714
Kathryn Carter
M
MJobson 810f357 ticsdObserver
asked in Users
Google SSO issue.

Good Morning, Im having an issue where my supervisor can’t login using SSO. His account is showing as authenticated by local provider. In the logs he is showing as being synced. I’m new so please bare with me. 

908
Kathryn Carter

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Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

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