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Users

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

  • 181 Topics
  • 754 Replies
181 Topics
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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

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MStewart 580d802 montgomeryisdObserver
asked in Users
Mobile App

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

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EStapf_iiQ
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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?

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Kathryn Carter
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KCortez 85384e0 udsdObserver
asked in Users
how to edit user roles

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

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Kathryn Carter
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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?   

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EStapf_iiQ
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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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Kathryn Carter
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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?

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Participant
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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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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?  

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PDonahue_iiQ
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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?    

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Kathryn Carter
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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? 

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KellenH_iiQ
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. 

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KellenH_iiQ
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MSpero 307447f bscsdObserver
asked in Users
user photos

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

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Kathryn Carter
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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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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. 

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Kathryn Carter
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JKeifer 623cb27 nmcsObserver
asked in Users
Multiple Emails Received

Is there a way in Incident IQ to stop having multiple emails sent to person who created a ticket and for the person who received the email? I get multiple emails for every step of a ticket and I don’t need or want all those emails as the ticket progresses.

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EStapf_iiQ
FGonz
FGonzObserver
asked in Users
View for students with multiple devices checked out

Is there a way to create a view for students that have multiple devices checked out to them? When Google Sync’d some devices had a student’s ID in different devices checking multiple out to them.  We want to go through them and make sure the student only has one.  Thank you,

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TCunning 583467e pfisdObserver
asked in Users
View/Alert of Fee Tracker balances

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?

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Kathryn Carter
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KMcCoy 40c1d5 penntraffordObserver
asked in Users
Detailed invoice reporting

Hello, we were looking for a way to get more detailed reporting from our outstanding invoices.  We’ve used the regular reporting function under fee tracker but my director would like a way to sort by location (school) and a way to single out only unpaid invoices so we can give a report to individual principles showing just the unpaid invoices for their individual schools.  As far as I can tell, I can only export all the invoice data to one spread sheet and then we have to manual separate and sort it.  Can anyone point me in the right direction or offer some ideas for what I’m trying to do?Thank you.

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Kathryn Carter
SMoore 6774a9 wcskids
SMoore 6774a9 wcskidsObserver
asked in Users
Automatically assign users to teams/group

Hello, Is it possible to assign a user to a team and/or a role in IncidentIQ? I do see that setting up a User rule is very limited with the new permissions model. I’ve also found that if I use the conditions within Permissions, that I still cannot automatically add a user to a team or role based on certain conditions. Any ideas/suggestions?

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SMoore 6774a9 wcskids
Amanda McP
Amanda McPObserver
asked in Users
User not created because "create user" is disabled. How to enable?

User was not created because 'Create Students' is disabled.Where do I go to ‘enable’ this option?

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AWilson 677ca7d spartanpride
AWilson 677ca7d spartanprideObserver
asked in Users
Creating a View to that includes user internal notes

I would like to create a view that shows all active students with a column that shows internal notes for the student. Currently, I do not see that as an option. Is there a way to achieve this?

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Contributor
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Contributor
BLG6Contributor
asked in Users
New Student Notification

Is there a way to have a notification email sent and ticket created when a new student is synced over from our SIS? I have looked at the rules but I am not sure what is needed. I see the active under user status, but only want on “new” active users. We need this to know when a new student enrolls so we can assign a device to the student.

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Contributor
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CRhoads 940ef2b etownschoolsObserver
asked in Users
Users Editing Events

We need to have the ability for our users to be able to edit the iiQ events that they are the owners of. I tried editing permissions and filtering them, but the only filtering options I can find are by location.For Example: John Doe needs to edit his event for an upcoming concert but can’t. Right now the only options are for John to reach out to an events admin to change the event, or I grant them permission to edit all events for their location. I need users to be able to edit the events that they are the owner of.Any advice would be appreciated, thanks!

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Kathryn Carter
A
Participant
AMeyer Greendale SchoolsParticipant
asked in Users
Backend logic for linking users?

Forgive me if this has been posted somewhere. A quick search didn’t find the answer I’m looking for…We have user accounts being created through Google SSO. We also have data syncing from our SIS (Infinite Campus).I’m working on reconciling some student data in iiQ and we have many that are not linked to a SIS user. Some of these are actually inactive in our SIS, so their Google accounts should be deactivated.However, I’ve already found 2 that are in iiQ’s backend “database” and manually linked them. Before I keep going down the path, is there something I should check in our iiQ data mappings to ensure these accounts are getting linked? Or is the issue in Infinite Campus?These are not newly-created accounts. At least one student has logged in to their Google account if that would matter. 

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Participant

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