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Users

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

  • 193 Topics
  • 822 Replies
193 Topics
APettit 4771ce ecasd
APettit 4771ce ecasdObserver
asked in Users
Invoice Email Reminders to Families

If a family doesn’t pay an invoice, is there a workflow option or setup that will send a reminder to a family that hasn’t paid an invoice in x number of days?

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APettit 4771ce ecasd
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BMaus 9906176 whsdObserver
asked in Users
Moving assets to correct OU in google admin

First time post, hope im in the right section, We are trying to have the Google Device app to put assigned devices in the correct OU but this is for our paraprofessionals. Since we cant create a role named that, the only other clean option is if I can have a filter under “OrgUnitPath Translation Map” that will pull the user from the correct OU and then push the device to that same OU.  At the moment since we dont use parents/guardians role I have a filter put them all their and then have the assigned devices go to the correct OU. Thanks!

764
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

5236
JTherrien_iiQ
MHobdy 4205000 forneyisd
MHobdy 4205000 forneyisdObserver
asked in Users
Out of Office Periods Functionality

Would it be possible to make the "Out of Office Periods" functionality a toggleable permission, similar to the other permissions introduced with the V2 permission update?We have non-IT staff supporting requests in various iiQ teams. While we don’t want to assign them the full Agent role—and we’re unable to create custom roles—we’ve applied a permissions policy to limit their access to only the necessary functionality. However, there’s currently no way for those teams to automate the rerouting of tickets when someone is out of office. Making "Out of Office Periods" a separate permission would allow us to resolve this gap without over-assigning privileges.

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MHobdy 4205000 forneyisd
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ELUND 1771df isd191Observer
asked in Users
Fee Tracker Users

How can students view their IIQ fines when they log in to IIQ?

553
Kathryn Carter
R
RMoeller 967aff3 emsd63Observer
asked in Users
Get Users And Their Assets Via API

I'm working on loading data into our SIS from Incident IQ to help track staff and student assigned assets (mostly student, but I figured I might as well grab staff ones while I'm at it), and am trying to figure out how to include the Assets data in my API response from IIQ. I've tried the "/api/v1.0/users" endpoint and also tried creating a view and using the "/api/v1.0/users/view/{view-id}" endpoint. The view includes Assets as a column. I can't seem to get it to return the assigned Assets for the users even though the documentation indicates it should be one of the returned items in the JSON response. I’m working with Python since it has a module for working with the API in our SIS.import requestsurl = "https://{iiq_domain}}/api/v1.0/users/view/{view_id}?$p=0&$s=10000"payload = {}headers = {    "Authorization": "Bearer {token_here}",    "Content-Type": "application/json",    "Accept": "application/json"}response = requests.post(url, json=payload, headers=headers) 

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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?

546
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?

2207
Kathryn Carter
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

23012
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!

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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?

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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-->

261
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.

232
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? 

1158
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 

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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?

1134
K
M
MStewart 580d802 montgomeryisdObserver
asked in Users
Mobile App

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

537
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?   

241
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?

646
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. 

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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.

Corporate Headquarters:
750 Glenwood Ave SE, Suite 320
Atlanta, GA 30316