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Users

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

  • 200 Topics
  • 863 Replies
200 Topics
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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?

1379
Kathryn Carter
A
AWilson 61044d5 shawneepsObserver
asked in Users
"Open Tickets by Agent" not found in available components

I have a few users who cannot find this component. They have the role as an agent and we have modified permissions but they are still not able to find this widget.Why? Some have it like IIQ Admins. Is this a permissions issues? Must this user be an IIQ admin to see all tickets from a certain team? Can they just see tickets from a certain team and have the ability to add this widget?

504
A
TAnders
Specialist
TAndersSpecialist
asked in Users
Adding Members to a Team that already exists

Not sure when this changed, but if you are trying to add a new member to an existing team, there is a new step that gets in the way and is confusing. On the teams screen, if I click where it says “3 Users” to add someone, which you’d think would take you right to the user settings page to add/remove members from the team. It does take you to a Users page, but it’s under the actual “Users” section, so the only button you get is “New User” to create a brand new user.  To add members, you have to actually click anywhere else except on the part that looks like it would go direct to the Users update page. Minor annoyance.

2343
Kathryn Carter
Gary_KCMO
Participant
Gary_KCMOParticipant
asked in Users
Permissions Needed to Print Labels

Good afternoon,What permissions are needed for an IIQ user to print labels? Out library staff helps us a lot with small things which is great. One thing they would like to be able to do is print a replacement label for a student. What is the best way to go about giving them permissions to do this?Thanks!

221
Gary_KCMO
Participant
EEllison 317dc98 conroeisd
EEllison 317dc98 conroeisd
posted in Users
Standardizing Permissions

We’re running into a challenge with permissions in Incident IQ. Right now, it seems like we’re creating a unique permission for nearly every individual/team, which is leading to duplicated permission levels and inconsistency.We’d like to move toward a more standardized approach, where roles are clear and easier to manage. Some staff/teams need full asset and ticket access, some need only ticket access, some manage parts inventory, and some just need the ability to submit tickets. We want to define a few core roles that cover these scenarios without having to create a new permission for every user/team.I’m curious: how have other districts handled this? Are there best practices for structuring permissions in Incident IQ, or templates for standardized roles that work well? Any strategies, examples, or lessons learned would be really helpful.Thanks in advance for your input!

284
Melissa_iiQ
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. 

17510
Melissa_iiQ
K
KCortez 85384e0 udsdObserver
asked in Users
how to edit user roles

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

2696
Kathryn Carter
A
AKnott 213957c ritenourschoolsObserver
asked in Users
Error updating permissions

Whenever I try updating a staff members permisisons I conyue to get this “Error saving user! User {UserId:'13c9fece-2067-408d-9a89-94b9494c957c'} does not have laborrates.manage permission .” error messsage.

524
AHolley_iiQ
B
BHynds 2407d34 clearfieldObserver
asked in Users
Agent Activity Report

Is there a way to generate a report of a specific agent’s activity on the platform? I have an intern working for us that I’d like to have progress monitoring setup for so I can see what changes he’s made in the system, etc. I mostly have him working on making sure assets that are stored in closets are enrolled, and it would be super helpful to have some type of activity audit report that I can run.

283
Melissa_iiQ
M
MFuller 290c266 sps5Observer
asked in Users
User not found when searching via User Explorer

I am searching for a student User and he is not found (although his guardian is).I have searched through the logs for my connected apps (Google and Skyward) and found him, so he should be there.What gives? I don’t have any filters set.

403
Melissa_iiQ
M
Contributor
mwhiteContributor
asked in Users
Teacher's location keeps changing, even when locked

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.

526
A
Participant
Deborah Prosser
Deborah ProsseriiQ Community Manager
asked in Users
How do I prevent apps from updating user account information?

If I manually change a user’s information, how can I stop the integration from automatically pulling the information during the sync?

963
Hannah Bailey
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

6578
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D
Participant
Daniel PParticipant
posted in Users
"Department" and "Employment Status" attributes

Hi there,Somewhere by the end of 2021, IIQ incorporated two new attributes for filtering user views: "Department" and "Employment Status". I remember getting exited about this because it would add really valuable information we could use to create more granular reports based on job-related attributes. however I’m finding two problems:I don’t seem to find any evident way to map these attributes out to existing data within our SIS or Google SSO apps, or any other apps There is no way to add "Department" or "Employment Status" columns in the user views to make this data visibleGiven these shortcomings, I’m trying to understand why these attributes are even there, or perhaps I’m not understanding how to use them? Thank you in advance for any thoughts/comments you may have to share on this 

30217
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I
I.T. tech MayfieldObserver
asked in Users
Graduating Students with devices and sending them notice letter.

Is there a way to send a notice letter as we are nearing Graduation to our seniors that have devices to return them?

773
Kathryn Carter
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?

622
Hannah Bailey
B
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!

1064
Kathryn Carter
MHobdy 4205000 forneyisd
Contributor
MHobdy 4205000 forneyisdContributor
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.

916
MHobdy 4205000 forneyisd
Contributor
E
ELUND 1771df isd191Observer
asked in Users
Fee Tracker Users

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

733
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) 

1233
R
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?

826
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?

2647
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

27312
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

301
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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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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