Users

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

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

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!

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

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?

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-->

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 

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.  

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.

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? 

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 

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

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?   

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?

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. 

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?  

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?    

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. 

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

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.

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,

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?

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.

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?

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