Skip to main content

Users

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

  • 197 Topics
  • 846 Replies
197 Topics
K
KThompson 3533249 yukonObserver
asked in Users
How are users matched?

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 Powerschool data and Google SSO d

784
Kathryn Carter
GWade
Contributor
GWadeContributor
asked in Users
"On Behalf of" permissions

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!   

1135
Kathryn Carter
R
RSeward 440d0b9 d300Observer
asked in Users
Searching just agents

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?

271
Kathryn Carter
C
Contributor
CLee 1176405 shakopeeContributor
asked in Users
Synced users not appearing for assignment of ticket (EntraID & ClassLink Roster)

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…  

456
C
Contributor
S
SJanketic 2707173 pmschoolsObserver
asked in Users
Import what devices a user is an Owner of in Microsoft Azure

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.

593
Kathryn Carter
A
Participant
AMeyer Greendale SchoolsParticipant
asked in Users
Room assignments for staff

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?

876
Kathryn Carter
D
DNatalie 730c952 pasdObserver
asked in Users
Asset History with Suspended/Disabled Users in Google SSO

We are currently in onboarding, and things are 99% awesome. One thing I noticed however is we brought over many users that are Suspended within the Google Workspace environment. This makes them disabled in IIQ, so they are not searchable in IIQ. Additionally, when I imported assets via CSV, it skipped those users as owners because IIQ could not find those users. We think it’s important to at least start with a history of those users having owned those devices, even after they are disabled.This may be solved moving forward, as we start operating within IIQ, but I was hoping to be able to see these suspended users even if they are “no access.” Our school has people come and go yearly, so not seeing the user at all until we reactivate them in Google is not preferable.Is there a way to not “disable” a user in IIQ if they are suspended within Google Workspace?

13411
Kathryn Carter
C
csheldenObserver
asked in Users
Notification to parent, that a device was issued

We are wanting to let parents know that a device was issued to their child, we want to include device info from IIQ, etc.  We would like to associate the child to a contact in our SIS.  What are you doing?  

551
Kathryn Carter
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.

2121
Kathryn Carter
lpreedom
Contributor
lpreedomContributor
asked in Users
Facilities custom dashboard

I am attempting to set up our facilities agents to be able to customize their dashboard just like we in the IT ticketing can change the look of our dashboard. I am not finding anywhere to give them the permissions for this. Any help would be great!Thanks.

493
Kathryn Carter
J
jjmuffolettoObserver
asked in Users
Searching if a specific fee has been paid

We have a fee created for Device Insurance for each school year.  We don’t apply it to every student because it is optional.  I’m trying to find a way to pull a report of who has paid that insurance.  I can’t find a way to filter our student list based off that payment option.

643
Kathryn Carter
I
I.T. tech MayfieldObserver
asked in Users
How to do I create a welcome letter?

How do I create a welcome letter? 

1374
Kathryn Carter
J
jmerwinObserver
asked in Users
Faculty Vs Staff

What’s the difference?

2546
Kathryn Carter
N
NNiusulu 243c917 nhusdObserver
asked in Users
Agent Accessibility

Good Afternoon,The recent update has changed the settings for “Agents,” which previously restricted their access to only their home site and its associated tickets. Now, “Agents” can access and edit tickets for all sites.I attempted to adjust permissions by adding filters to users individually, but “Agents” are still reporting that they can see tickets from other sites.Could you please advise on how to restrict “Agents” to view and edit tickets only for their assigned sites?Also, on the mobile app. the selection of Agents are limited to the middle of letter J, it does not show all the list of agents. Thank you for your assistance in advance.  

511
Kathryn Carter
A
ajz1982Observer
asked in Users
Custom view showing assigned room

I am attempting to create a report of the assigned rooms for my staff and I’m not finding “assigned room” as one of the options to select in the view. Am I missing something?

26410
Kathryn Carter
A
AHarris 460746e sbpsObserver
asked in Users
Does Deleting a User Delete Their Tickets?

I am trying to clean up our user list a bit (yes, including the No Access ones). Before I start deleting users, I am wanting to know if the tickets that they submitted or were submitted on their behalf will also be deleted? We had a system in the past that would do this, so I’m cautious to just start bulk deleting users. Thank you for any help!

993
Kathryn Carter
GEcheverria 46052c9 austinisd
GEcheverria 46052c9 austinisdObserver
asked in Users
how could agents see the agents within Teams?

Hi, We have created teams and categories and the ticket assignment has been automated based on the rules (categories to teams). Now our agent Leads want to view the agents in their team to keep it updated. We have multiple changes in agents and their assignment. We have created a Permission with Agent leads having Teams: View Team Listing Details (Screen attached), however we cannot find the way a agent could see teams. It does not seem to be available in Ticket view, Ticket Team view, or reports. Any advice on how to provide a selected group of agent leads access to the list of agents per team? 

532
Kathryn Carter
T
TSpannuth 6734ff5 mcintoshObserver
asked in Users
Bulk User Fees

Is it possible or how can I add a user fee to an entire grade? I like the bulk check in / check out. But was wondering  if the update will Iet me add a $20 user fee to each student at the beginning of each school year. I have been doing it one by one, each takes time.

241
Kathryn Carter
S
SRogersObserver
asked in Users
User Device assignment history

I see the Timeline information on the device pages, which will tell me how often that device changed hands.What I am looking for is the same kind of information at the user level.  I want to be able to pull up StudentA and see his history of device assignments (check-ins, check-outs, exchanges, etc...)There may be an easy way to do this already, and I am just missing it.Your help is appreciated.

4985
Kathryn Carter
J
JJerry 557df4a maisdObserver
asked in Users
Syncing user that have been manually created

If a person has been manually created in iiQ, can they be synced with Google and get all data associated to them?

423
Kathryn Carter
M
Contributor
mrodriguezContributor
asked in Users
Limit assigned Devices

Is there a setting I can limit a number of device one person can have assigned to them? I don’t want this as a blanket setting but at an individual level?

281
Kathryn Carter
E
Contributor
ekangContributor
asked in Users
iiQ Login Page Customization

Hi,I would like to know if our district’s iiQ login page can be customized to post a help desk phone number or a link to our “How To Log In” document to guide our parent users in the district in using this system. Thank you.   

31815
Kathryn Carter
TAnders
Specialist
TAndersSpecialist
asked in Users
Setting users to multiple locations

I am going to experiment with this today, but I wanted to ask if anyone else had tried experimenting with getting users “assigned” to multiple locations inside of IIQ. It would be mainly for end users being able to submit a ticket at each of their assigned sites, but being able to choose which one they’re having the issue at. For example, our school nurses float between 2-3 sites each, but they only have their single primary site. We have just set up a new work flow in our account automation to add these users with multiple sites into the corresponding site Google Groups. I was thinking if I sync users in by those groups, it may allow me to give them access to the sites without having to do it manually, but not sure.Is it even possible to use the permissions for “users assigned location” for multiple locations? If anyone has tried, let me know please.

2645
Kathryn Carter
Z
zjksd
asked in Users
Best way to update custom fields for users through the API?

Hi everyone, I’m wondering if anyone has recommendations for the best way for updating user custom fields through the IIQ API.Right now, I’m able to update user custom fields with a POST to “/api/v1.0/users/{User_ID}”, but I must include all of the user’s details in each POST so they don’t get replaced with null/blank values.For example, if I only include the custom field information (CustomFieldValues, CustomFieldTypeId, Value) and UserId (as well as all other required fields) in the POST, this will successfully update the custom field, but blank the rest of the optional user profile information. Their name, email, username, etc will be gone if I don’t GET it first and include it in the POST.Is there any way to target changes to only specific custom fields of the user without needing reapply all of the user’s other fields? Maybe an API call I’m unaware of?Ultimately, I’ll be using this in a custom connector for a Power Automate flow. But it can be time consuming to parse json to every

3875
Z
D
Doug-hallObserver
asked in Users
print a User device report

Is there a way to print a user device report?We are looking to provide students a print out of how many devices the have checked out to them.

74715
Kathryn Carter

Badge winners

Show all badges
Terms & ConditionsCookie settings
Incident IQ logo

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