Data mapping allows you to determine which app each data field will use to populate and update information in Incident IQ. This mapping is for user and asset mapping. To access your Incident IQ data mapping settings, select the Data Mapping tab from the Installed Apps page. From here, select what application maps to each individual data …
Can I specify which app takes priority for updating data during syncs? Read More »
Knowledge base articles can be automatically recommended to users who submit a ticket, allowing for self-solving of incidents. To control when a knowledge base article is triggered, navigate to the article you wish to edit, and select Edit Article on the right. Scroll down to the Applies To section and select what models, device categories or issues this article …
How do I associate knowledge base articles to models, device categories, or issues? Read More »
The following is a list of static IPs for our Incident IQ Services (core and application integrations), as well as our host agents and API (which use the same endpoint). Note that not all IPs are expected to be active at any given time; a subset of IPs will be used, but may be rotated …
Incident IQ is accessed through a firewall. What IP address(es) do I need to whitelist? Read More »
When using webhooks in routing rules you can utilize the following variables to get or post information to a specific url: The full list of variables you can use in the body of these webhooks for tickets is as follows: SiteId SiteName ProductId TicketId IsDeleted TicketNumber TicketCreatedDate TicketModifiedDate TicketStartedDate TicketClosedDate TicketDueDate TicketSubject TicketPriority IsClosed IsTraining …
What variables / replacements does Incident IQ support for tickets? Read More »
There are two types of categories in the knowledge base: parent categories and subcategories. Parent categories cannot have knowledge base articles attached to them, while subcategories can. The image below shows an example of a parent category. Since the example above only has one parent category listed, a subcategory must be added before any articles can be created. When …
Why can’t I see an existing knowledge base category when creating or editing articles? Read More »
The image displayed on the location page is the available image in Google and cannot be changed through Incident IQ. However, it is possible to do so through editing the Street View imagery in Google.
You can set up additional methods to track more than the response and resolution times on tickets. For instance, maybe you would like to track the amount of time that an SLA was in the Waiting on Vendor status. In this example, you would begin by clicking on Custom Metric in the top right corner of the SLA …
Can more than the response and resolution times be tracked on tickets with an SLA? Read More »
You can filter out unwanted statuses from resolution time calculations by adding additional filters to the Resolution Time metric. Clicking on Resolution time will open the editing window for this metric. From here, click on the Add Filter option on the right of the Timer is running when section. For this type of set up, you will want to select the Status filter type. From …
Can certain ticket statuses be excluded from resolution time calculations? Read More »
By default, Incident IQ automatically excludes weekends and non-working hours from SLA calculations. Working hours are automatically set to 7:00 AM to 3:00 PM Monday through Friday, but these hours can be changed by a member of the Incident IQ support team upon request. Additionally, you can also set up holiday exclusions for SLA calculations …
Can I exclude breaks, holidays, weekends, and non-working hours from SLA calculations? Read More »
If you have a url that your district’s users are already familiar with for accessing tech support, you can continue to utilize that URL as a vanity domain for your instance of Incident IQ. By setting up a vanity domain, you can use both the standard domain url ([DISTRICT].incidentiq.com) as well as your custom vanity …
Is it possible to set up a redirect from our former helpdesk domain? Read More »
