Files and File Categories

This guide is designed to give Incident IQ administrators an overview of

Assign the following permissions to allow specific users to view and manage files. This can be done by either enabling the permission directly on a user’s permissions page or applying it to a group of users through a custom policy. These permissions can be found under the User File section and include:

File Categories

Private Files

Public Files

One more permission has to be enabled to allow agents to upload files to a user’s account. Under the User permission section, enable the option Manage Users.

The following permission controls what actions users can perform with files on their profile page.

File categories are another way to keep organized and have an easy way to filter user views. The file category is required when adding a file to a user’s profile. To create file category(s), click on Administration and then File Categories on the left sidebar. At the top right corner, click Add Category.

Image is taken from iiQ’s Human Resources module. The same steps apply in all other modules.

First, enter the name of the category. Next, you can select a parent category. If you select a parent category, this will make a subcategory. If you do not select a parent category, this will become the parent category. Also, you have the option to add an icon.

Please note, file categories' visibility is module-based. File categories created in a specific module will only be visible within that module.

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Adding files to a user profile is simple within iiQ. Navigate to a user’s profile and to the right; here, you can add the different file(s). Drag and drop or browse for the file. All file types are supported with the exception of (.exe, .cmd, .js, and .ps). Also, you can add more than one file at a time.

Next, you will need to name the file and add an optional description. Select the file category. Next, you can mark this file as Private/Internal. This will only allow users with the correct permission to view this file. Lastly, click Save.

Under the Files section, you can see all the uploaded files for this specific user. You can see the file’s name, the file category, who uploaded the file, and what module the file was uploaded from. You can also search for specific files by using the search bar. Search by the file’s name or file category.

Click on the file to download the file. You can edit the file by clicking on the edit icon. Also, you can delete the file entirely. Viewing and managing user files are based on permissions. Please see the section below that goes over the different permissions for users.

Please note, file(s) visibility is module-based. File(s) added in a specific module will only be visible within that module.

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Users can attach files to their user account with the correct permission under My Profile. To access My Profile, navigate to the top right corner and click your name. Next, select My Profile. All file types are supported except for (.exe, .cmd, .js, and .ps). Also, you can add more than one file at a time.

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From any user view, you can filter by the following filing filters:

At the top right corner of any user view, click Filter. This will open up the filter selection window. You can use the left column to narrow down your filter category and select the filter type you'd like to use from the options on the right side of the window.

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Rules Engine is Incident IQ’s powerful tool that helps automate workflows. You can apply a rule when uploading files. Under Administration, click on Rules. On the left side, select Files. Next, click on Create New Rule in the top right corner.

The image below is taken from iiQ’s Human Resources module. The same steps apply in all other modules.

In the Rule Properties window, name the rule and choose whether this rule is enabled or disabled. You can assign an expiration date for this rule.

Next, assign at least one condition to the rule. Conditions are the variables that must be met for a rule to be fired. Click on the Add Filter icon. This will open up the filter selection window where you can quickly select what filter you'd like to apply to this rule.

You will then need to assign at least one corresponding action. Actions are the operations Incident IQ will perform in direct response to a condition being triggered.

Lastly, you’ll need to choose what happens after the rule is fired. By default, rules are set to continue to the following rule in the rules list. You can make this rule an ending point by selecting, do not process any more rules.

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Suppose a user attaches a file via comments within a ticket. You can easily attach that specific file to a user’s profile. Under the ticket timeline tab, you can add any files that have been added to the ticket. Click on the share icon next to the file.

Select which user this file should be attached to. Next, you will need to name the file and add an optional description. Select the file category.

Next, you can mark this file as Private/Internal. This will only allow users with the correct permission to view this file. Lastly is Click Save. Now the file has been added to the specific user’s account.

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Hannah Bailey - Director, Customer Engagement