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?

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?

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?

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.

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!

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. 

Somebody accidentally deleted a user, is there a way to re-enable her account with all previous tickets, asset assignments, etc.? I can’t find her through Users Explorer, but if I search an asset that I know is assigned to her I can click her name from there and see her profile with all past info. It says “This user has been deleted!”. Any way to un-delete?*(Since we sync with Google, a new account was automatically created under her name, but it is completely blank - she is not able to see any menu or create tickets)

We are trying to make a rule for when a new student or new staff is created in Incident IQ. Our SIS syncs with iIQ and the new “user” is created. I have made the ticket templates for the rule trigger; however, I don’t have a unique qualifier for the user except for the school id or email domain. There is no way to use a wildcard for these fields. Additionally, there is currently no Email filter, only the personal email filter. We cannot use the Role field as every user created in iIQ is entered through the sync as Student role.How can I get my 2 rules to work? Or is there an idea that I can upvote and will have to wait for the improvement to get my rules to trigger?

I have a User filter to find out which students have multiple devices assigned to them, but I want to exclude any students who have a spare as their 2nd device.  This will help us ensure that students turn in any devices they shouldn’t have.I looked searched for a solution or idea, but couldn’t find one.  Anyone have a solution? Thanks,Amy

Forgive me, I am new to administering IncidentIQ and I have a concern that may be hard to follow with my explanation below:We have had a few instances where we have user data getting mixed. For example, say we have a teacher named Jane Deer. Her account, which includes her assets and previous tickets, has somehow gotten transferred to a student named Jane Fox. Meanwhile, when Jane Deer now logs in to IncidentIQ, it pulls up the account for student Jane Rabbit. When looking at the information from the account of Jane Rabbit, it has somehow gotten the username for Jane Deer. I understand this is why it is logging Jane Deer in as Jane Rabbit. What I don’t understand is why this happened in the first place. Or why it progresses down a line of people with the same first name mixing their data. I can see no similarities between any data in Google SSO or Powerschool for any of these users besides the first name.How are users matched inside IncidentIQ? We sync Powerscho

We added in another department and made 4 developers as agents in IIQ.   They can not change the “on behalf of” when a ticket is submitted for the wrong person.   I can not find where to change this to allow these 4 to change that field.   Any help?   Thanks in advance!   

When re assigning a ticket, when I click on the agent to change it, it opens up the search and shows all of out users instead of just agents. Is there a way to change that as a default to just search agents or do I have to filter by agents every time?

Have a ticket open with support but wondering if anyone else is seeing or has seen where users are imported from EntraID and get created but cannot find them in Global Search / Users. I look them up in sync history see date created then following days errors stating account already created…  

Hello Everyone,I was just curious if there was a way to import what devices a user is tied too in Azure AD. As a means to find out what device a user was last logged into. The registered and activity timestamps would be very useful as well. Thanks everyone.

Going down another rabbit hole here.We are looking at adding rooms to staff profiles in iiQ.We use Google SSO and Infinite Campus for our SIS.In iiQ Admin>Apps>Manage>Infinite Campus>Settings tab, I turned on the Add Rooms to users option.This pulled homerooms for students only. Should this data be populated for staff as well?