Navigation & Usage
Site Options allow customization of user interaction with Incident IQ, including notifications, ticket and asset viewing, training, and miscellaneous system functionality settings.
Navigation: Navigate to Administration > Site Options in the left-hand navigation bar.
Tip: Hovering over the icon displays the date, time, and the name of the last modifier for each option. Changes may take up to an hour to take effect and can alter feature access.
AI Email to Ticket
These options determine Email to Ticket for the AI Ticket Assistant:
AI Email to Ticket: The AI Email to Ticket Site Option can be activated within your district site. When enabled, all inbound emails converted to tickets will be processed by our private AI model. This model uses email content (subject, body, and recipients) to automatically classify and assign the appropriate issue categories.
The 'AI Email to Ticket: Enable' site option must be turned ON to utilize the Asset, Follower, and On Behalf of Detection site options.
Asset Detection: Hardware: Controls how AI Email-to-Ticket handles hardware (device) assets identified from the email. Options:
Off: Disable detection.
Automatic: Automatically associate the identified asset with the ticket.
Suggested: Prompts Agents with Suggested Actions. This site option is defaulted to ‘Suggested’.
Asset Detection: Software: Controls how AI Email-to-Ticket handles software/connected-services assets identified from the email. Options:
Off: Disable detection.
Automatic: Automatically associate the identified software with the ticket.
Suggested: Prompts Agents with Suggested Actions. This site option is defaulted to ‘Suggested’.
Follower Detection: Body Mention: Controls how AI Email-to-Ticket handles users mentioned by Name in the email body. Options:
Off: Disable detection.
Automatic: Automatically set the identified user as a ticket follower.
Suggested: Prompts Agents with Suggested Actions. This site option is defaulted to ‘Suggested’.
Follower Detection: CC Email: Controls how AI Email-to-Ticket handles CC recipients on inbound emails. Options:
Off: Disable detection.
Automatic: Automatically set the identified user as a ticket follower.
Suggested: Prompts Agents with Suggested Actions. This site option is defaulted to ‘Suggested’.
On Behalf of Detection: Email Address: Controls how AI Email-to-Ticket identifies the Requester when a ticket is submitted on someone's behalf based on an Email Address in the email body. Options:
Off: Disable detection.
Automatic: Automatically set the identified user as the "On Behalf Of" Requester.
Suggested: Prompts Agents with Suggested Actions. This site option is defaulted to ‘Suggested’.
Note: Users with "No Access" or "Guest" roles will always be surfaced as a Suggested action.
On Behalf of Detection: Full Name: Controls how AI Email-to-Ticket identifies the Requester when a ticket is submitted on someone's behalf based on a Full Name in the email body. Options:
Off: Disable detection.
Automatic: Automatically set the identified user as the "On Behalf Of" Requester.
Suggested: Prompts Agents with Suggested Actions. This site option is defaulted to ‘Suggested’.
Note: Users with "No Access" or "Guest" roles will always be surfaced as a Suggested action.
On Behalf of Detection: School ID: Controls how AI Email-to-Ticket identifies the Requester when a ticket is submitted on someone's behalf based on a School ID in the email body. Options:
Off: Disable detection.
Automatic: Automatically set the identified user as the "On Behalf Of" Requester.
Suggested: Prompts Agents with Suggested Actions. This site option is defaulted to ‘Suggested’.
Note: Users with "No Access" or "Guest" roles will always be surfaced as a Suggested action.
Asset Options
These options dictate how users interact with assets and asset data in Incident IQ:
Audit Policy Alert At-Risk %: Set an automatic policy alert when current assets reach the specified at-risk percentage.
Audit Policy Alert Failed %: Set an automatic policy alert when current assets reach the set percentage for failed.
Audit Policy Alert Unverified %: Set an automatic policy alert when current assets reach the set percentage for unverified.
Barcode Scanner Options: Control how a scanner is detected and how data is interpreted.
Default Page Size: Set the default number of assets displayed in any asset view site-wide (Options: 10, 20, 50, 100, or 200).
Enable max device assignment settings: Allows setting a maximum number of devices that can be assigned to students and non-students. This prevents assigning the "n+1" device if the user has reached the maximum (n). When enabled, the following settings appear:
Max number of devices that can be assigned to a non-student: Blocks non-students from being assigned more than the provided number of assets.
Max number of devices that can be assigned to a student: Blocks students from being assigned more devices than the provided limit.
Roles that can assign more than the max number of allowed devices: Allows a specific role to override the max number of devices when assigning devices to users.
Note: These settings apply only to assets with the asset type "Devices," allowing other types (textbooks, hotspots) to be issued without counting towards the maximum.
Limitation: This feature is unavailable when issuing devices via MDM integrations, iiQ Mobile App, Spare Pool, or Asset Importer Tool.
Number of allowed Assets to be assigned before warning (non-students): Triggers a warning message (but does not block assignment) if a new asset is assigned to a non-student who already has this number of assets.
Number of allowed Assets to be assigned before warning (students): Triggers a warning message (but does not block assignment) if a new asset is assigned to a student who already has this number of assets.
Show Audit Policy Status In Asset Grids: Toggles the visibility of the audit verification status column in the asset explorer grid.
When User is Assigned an Asset - Update Assets to Match Owner’s Location: Updates device location to match the owner’s location when a device is assigned.
Note: This does not apply to assets that support integrations for updating device locations; an additional setting must be enabled for each integration.
Additional Settings (for Integrations):
Go to your asset management integration, under the General Settings tab, enable Update Asset.
Navigate to the Location Mappings tab, and enable the option Map by owner’s location.
When User is assigned an Asset: Update Asset to Match Owner’s room: Updates the asset's room to match the owner's room when an asset owner’s room is assigned. This action will not update if the asset owner has more than one room.
When User’s Location Changes - Update Asset to Match Owner’s Location: Automatically updates the asset location to match the owner’s location if the owner’s location changes.
Note: This does not apply to assets that support integrations for updating device locations; an additional setting must be enabled for each integration.
Additional Settings (for Integrations):
Go to your asset management integration, under the General Settings tab, enable Update Asset.
Navigate to the Location Mappings tab, and enable the option Map by owner’s location.
When User’s Room Assignment Changes: Update Asset to Match Owner's Room: Updates the asset's room to match when an asset owner’s room changes. This action will not update if the asset owner has more than one room.
Email Options
These options modify the "From" email notification preferences sent from Incident IQ:
Email Notifications “From” Address: Allows changing the “From” address prefix for emails sent from iiQ.
Email Notification “From” Name: Allows changing the email notification “Name” from which the email is coming.
Forwarding detection body content check enabled: Checks the email body for the originator's email address (e.g., identifying the original sender when an agent forwards an email to generate a ticket).
Requestor Features
These options manage the features available to the requestor:
Allow teachers to verify student assets: Choose which classes a teacher can verify assets: All Classes, Homeroom Only Classes, or None.
Enable My Classes Assets Check-in: If SIS is integrated, it allows teachers to check in their students' devices.
Enable My Classes Assets Check-out: If SIS is integrated, it allows teachers to check out devices for their students.
Enable My Classes Resources Check-in and Check-out: If SIS is integrated, it allows teachers to check-in and check-out Resources for their students.
Enable My Classes: If SIS is integrated, it allows teachers to see their classes and students based on SIS data.
Note: The check-in and check-out options for My Classes devices are only available with the iiQ Asset Module.
Update Asset Location to Match Owner in My Classes Checkout: If SIS is integrated, it enables updating the Asset Location to match the owner's location when an asset is checked out using the My Classes console.
Rules
This option allows users to load a set number of rules during the page's initial load.
Functionality: The number of Rules per page at the bottom of the Rules Engine page will default to the number set in this setting.
Settings
These options allow adding a logo and website URL, and managing remote support ticketing via email:
Allow Remote Support Tickets via E-mail: When toggled on, a guest can submit a support ticket via email, creating a ticket in iiQ and a guest account using their email address.
Allow Ticket Access for Guest Users From E-mail: Allows guest users to access the ticket details page to view and make comments on the ticket.
Logo: Recommended sizing is 100x400 pixels. This image is used in emails and public web pages.
Logo Login Page: Uses the uploaded logo to display in the top right corner of the login page.
Remote Support-Tickets E-mails - Default Location: Sets a default ticket location when a new remote ticket is created via email.
Session Inactivity Timeout Mode: Use the dropdown menu to select the timeout mode, which displays a slider to set the time.
Default Inactivity Timeout: 30 minutes.
Range: Min - 1 min, Max - 60 min.
|
| Inactivity Timeout Mode Options: |
Only use inactivity when the session has expired | Always use inactivity | Never use inactivity |
Will only check for users’ inactivity if the session timeout period has been exceeded. Will never log out a user for inactivity before the session timeout period is reached. | Will always check for user inactivity and log the user out if they are inactive for the configured inactivity period. Log out occurs no matter how long they have been logged in. | Will never check a user’s inactivity to determine logout. Once the user has reached the session timeout period, they will be logged out immediately. |
Session Timeout: Sets the session timeout for all users (time since the user last authenticated). Requires users to log in at the set timeout session.
Default Session Timeout: 12 hours.
Range: Min - 1 hr, Max - 24 hr.
Website URL: Provides the primary website URL when directing users to your site.
Ticket Options
These options customize user interaction with tickets and ticket data within Incident IQ:
Allow Urgent Tickets: Controls whether the urgent ticket option appears during ticket creation.
Assignment Delegation: Allows deciding what actions an agent can take on a ticket directly assigned to them (view, work, resolve, assign tickets, and assign due date).
Note: This overrides their current permissions only for tickets assigned to them.
Assignment Delegation For Teams: Allows a team to decide which actions they can take on a ticket directly assigned to them (view, work, resolve, assign tickets, and assign due dates).
Note: This overrides their current permissions only for tickets assigned to them.
Auto-expand All Categories for Devices: Controls whether device categories are automatically collapsed to the most common ones during user ticket submission.
Default Comment Requestor Visibility: Sets the default visibility of comments on a ticket to ‘Visible to Requestor’.
If Enabled: The "Visible to Requestor" toggle defaults to "on".
If Disabled: The “Visible to Requestor” toggle defaults to "off".
Default Page Size: Sets the default number of tickets displayed in any ticket view sitewide (Options: 10, 20, 50, 100, and 200).
Default Priority: Sets the default priority assigned to newly created tickets.
Displays ticket templates throughout ticket submission: Shows a series of templates refined and narrowed as the user progresses through the submission.
Enable Ad Hoc Parts: Allows adding ad hoc parts when working on a ticket.
Enable Parts Management: Controls whether the parts management feature appears for use in the default technology module.
Follower Delegation: Allows delegating the actions followers can take on tickets.
The Work Tickets option allows followers to comment on the tickets.
Include Unassigned Tickets: When toggled on, users will see unassigned tickets and tickets assigned to other users.
Location/Room Details: Allows the requestor to add additional details regarding the issue location.
Prompt for additional users to be notified when creating tickets: Controls whether requestors can add other users as followers when creating a ticket.
Reopen Resolved Timeframe: Sets the number of days (weekends excluded) after which a closed ticket (Canceled, Denied, Resolved statuses) cannot be reopened.
Scope: Available in all modules and is product-specific.
Override: Agents/Admins can reopen tickets as needed, regardless of this site option. Rules can also override this site option.
Require Assets to be Confirmed: Controls whether agents must verify the asset details for a ticket they are working on.
Require Issue Confirmation: Controls whether agents must verify the issue when working on a ticket.
Require Resolution Actions: Controls whether agents must verify resolution actions while working on a ticket.
Required room settings: Control whether requestors must identify a room number when creating a ticket:
Required room for device tickets
Require room for facilities tickets
Require room for network/wifi tickets
Require room for online system tickets
Require room for other request tickets
Require room for provisioning tickets
Sensitive Information Default Value: Controls whether requestors must determine whether the ticket contains protected student information (PII). Options:
Not Set: Allows the requestor to choose if the ticket contains PII.
On: Defaults this field in the ticket to yes.
Off: Defaults this field in the ticket to no.
On (hidden): Hides the field and automatically determines it has protected information.
Off (hidden): Hides the field and automatically determines it does not have protected information.
If the ticket contains protected information, that information will be stripped from emails and PDFs.
If tickets are automatically marked as sensitive when Not Set or Off is selected, check if your default Screenshot field is added to all tickets, as it is flagged as “Contains Sensitive Information”.
Show Asset Verification: A dropdown option that controls whether the agent working the ticket must verify the asset for that ticket (Options: always, never, pending, or failed).
Show Ticket Description: Controls whether ticket descriptions automatically display for all users in their ticket views by default.
Show Ticket Tooltips: Controls whether users see a pop-up window with additional details when hovering over a ticket.
Strip Email Signatures and Forwarded Content: Strips email signatures and any forwarding content sent via emails.
Strip Email Signatures and Forwarded Content from Ticket Comments: Attempts to detect and remove the signature and forwarded content when converting an email to a comment.
Ticket Effort Logging: Controls whether agents and administrators have to log time for ticket resolution actions.
Ticket Number Format: Customizes how the site generates ticket numbers (e.g., format {counter}123).
Customization: Districts can add custom prefixes (e.g., school year, district abbreviations) by inserting prefix text before ‘{counter}’ (e.g., 2022 {counter} 123).
Usability Options
These options customize how users interact with Incident IQ itself:
Blur Modal Background: Toggles the background blur on or off when opening a window within Incident IQ.
Rich Text Editor V2: Turns on/off the WYSIWYG rich text editor within the knowledge base.
Ticket Comment WYSIWYG: Turns on/off the WYSIWYG rich text editor within the comment section of tickets.
Use Flyouts: Enables using a flyout to view a ticket instead of navigating to a new page (where available).
Use Rollout Scout: Enables the Rollout Scout app for asset scanning check-in/out.
User Options / Login
These options control welcome emails and email verification for users:
Allow specific roles to hide locked quick tickets: Controls which roles can hide locked shared Quick Tickets templates.
Auto-Send Welcome Emails: Automatically sends a welcome email to new users when they are created.
Enable Help for Agents: Controls whether the help option is displayed at the top of agents' dashboards.
Enable Help for Requestors: Controls whether the help option is displayed at the top of agents' requestors.
Enable Multi-row Expanded Formats for Exports - Provides an additional option when exporting a view (such as Ticket Parts and Labor) to export it as a separate row.
Requestor Welcome Message: Displays the welcome message for requestors on their dashboard. If left blank, the welcome message widget is deactivated.
Requestor Welcome Title: Displays a personalized welcome title.
Verify Email: Allows a new local user to verify their email.
Notifications Options
General
Allow Notifications from My Actions: Enables or disables web and email notifications for any actions performed by the user.
As Owner
These settings concern tickets submitted directly by the user or on their behalf:
Ticket Activity: Notifies the user whenever a new comment, part, or resolution action is added to their submitted ticket.
Ticket Closed: Notifies the user whenever their submitted ticket is closed.
Ticket Created: Notifies users whenever a ticket is created in the system.
Ticket Created For Me: Notifies a user whenever someone has created a ticket on their behalf.
Ticket Updated: Notifies a user whenever their submitted ticket has its status, assignment, or asset changed.
As Agent
These settings concern tickets where the user is the assigned agent:
Ticket Activity: Notifies the user whenever a ticket they are an agent on receives a new comment, part, or resolution action added by someone else.
Ticket Assigned: Notifies the user whenever a ticket is directly assigned to them.
Ticket Closed: Notifies users when a ticket assigned to them is closed.
Ticket Updated: Notifies a user whenever a ticket they are an agent on has a status, assignment, or asset changed on it that they did not personally change.
View Shared: Notifies the user whenever a view is shared with them.
As Team Member
These settings concern tickets assigned to teams the user is a member of:
Ticket Activity: Notifies team members whenever a ticket assigned to that team has a new comment, part, or resolution action they did not add.
Ticket Assigned: Notifies all team members whenever a ticket is assigned to their team.
Ticket Closed: Notifies a user whenever a ticket assigned to a team they are part of is closed.
Ticket Updated: Notifies a user whenever a ticket assigned to a team they are part of has a status, assignment, or asset changed that they did not change.
View Shared: Notifies users whenever a view is shared with them.
As Follower
These settings concern tickets that the user is following:
Ticket Activity: Notifies the user whenever a ticket they are following has a new comment, part, or resolution action that they did not personally add.
Ticket Closed: Notifies the user when a ticket they are following is closed.
Ticket Created: Notifies the user whenever a ticket they are following has been created.
Ticket Updated: Notifies the user whenever a ticket they are following has had its status, assignment, or asset changed by someone else.
Apps
Sync failures notification sends an email when there is a sync failure with app integrations:
Integrations: Single Sign-On (SSO), Asset Management, Student Information System (SIS).
Configuration: Select which users should receive these email notifications.
Asset Label
You can set default label templates for assets via Administration > Site Options under the Asset Label section.
Access Note: If this section is not visible in Site Options, it indicates you have access to the Label Templates page because you have the iiQ Asset Module.
Barcode Type: Select which barcode type to generate (Regular Code 128 or QR Code).
Barcode Value: Select which barcode value to generate (Asset Tag, Serial Number, or Owner School ID).
Line 1 Title: Select what to display for line 1. This line defaults to the site name if the value is missing.
Line 2: Select what to display for line 2. This line is omitted if left blank, or the value does not exist.
Line 3: Select what to display for line 3. This line is omitted if left blank, or the value does not exist.
Preview: Click Lookup an Asset to Preview to view an asset label after entering the asset tag or serial number.
Test Scan Settings: Allows you to test your scanner and find the average time it takes to detect each character. You can test different configurations for the "time before scan" and "min length" settings to adjust scanning preferences.