Guide Overview

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

  • Creating file categories and ability to filter a user view by these categories.
  • Attaching files to users account. 
  • Managing the file permission options for the different actions users can perform. 

 

Guide Index

You can use the following links below to quickly navigate to a specific section in this document. To quickly return to this index simply use the "Return to Index" link located at the end of each section.

  1. Creating File Categories 
  2. Adding Files to Users Profiles
  3. File Permissions
  4. Users Adding Files to My Profile
  5. Filtering by Files
  6. File Rules
  7. Attaching File While Working a Ticket

Creating File Categories

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

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Image is taken from iiQ's Human Resources module. 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 Users Profiles

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

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Next you will need to name the file and add a description which is optional. 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

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Under the Files section you can see all the uploaded files for this specific user. You can see the name of the file, 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. 

Simply 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 permission for users.

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

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File Permissions

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 user's through a custom policy. These permissions can be found under the File section and include:

  • View Files - when enabled users can view and download files. They are not able to view files that are marked as private. 
  • View Files (Including Private/Internal) - when enabled users are able to view and download all files.
  • View Files (My Profile) - when enabled users are able to view and download files that are not marked as private from My Profile page. Access My Profile in the top right corner by clicking on your name and then My Profile. 
  • Manage File Categories - when enabled users are able to add, edit, and delete file categories. 
  • Manage Files - when enabled users can only add files and have the ability to edit and delete public files. They are not able to perform these actions on private files. 
    • Please see the paragraph below for an additional permission that has to be enabled to allow users to upload files to a users account. 
  • Manage Files (Including Private/Internal) - when enabled users are able to add, edit, and delete all files from users profiles.
  • Manage Files (My Profile) - when enabled users are able to add, edit and delete that files that they personally have uploaded. They will be able to view and download public files uploaded by other users. They will not be able to see the private/internal files. Access My Profile in the top right corner by clicking on your name and then My Profile. 
  • View File Categories - when enabled users are only able to view file categories under administration on the left sidebar.

mceclip2.pngImage is taken from iiQ's Human Resources module. Same steps apply in all other modules. 

There is one more permission that has to enabled to allow agents to uploaded files to a users account. Under the User permission section enable the option Manage Users.

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Users Adding Files to My Profile

With the correct permission, users can attach files to their user account 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 with the exception of (.exe, .cmd, .js, and .ps). Also, you have the ability to add more than one file at a time. 

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

  • View Files (My Profile) - allows users to view and download files that are not marked as private files.
  • Manage File (My Profile) will allow  users to add, edit and delete that files that they personally have uploaded. They will be able to view and download public files uploaded by another user. They will not be able to see any files that are marked as private/internal.

mceclip7.pngImage is taken from iiQ's Human Resources module. Same steps apply in all other modules. 

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Filtering by Files

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

  • File Keyword Search - search using a keyword(s) that is included in the file's name.
  • Has Files Within Category - select the specific file category(s) to filter the user view.

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 then select what filter type you'd like to use from the options on the right side of the window.

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File Rules

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.

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Image is taken from iiQ's Human Resources module. 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.

  • Web Hook
  • Send email alert to team 
  • Send email alert to user
  • Create Ticket

Lastly, you'll need to choose what happens after the rule is fired. By default, rules are set to continue to the next 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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Attaching File While Working a Ticket

If 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 have the ability to add any files that have been added to the ticket. Click on the share icon next to the file. 

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

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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 SaveNow the file has been added to the specific user's account.

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