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When I have 1:1 devices assigned to users and a user leaves the district (but does not return their device), what happens to that device? Is it just unassigned? Is there a report of users who leave the district but do not return their device?
Above is the biggest hurdle in a new process in my location. As it stands now, our process is: Start Ticket > Confirm Issue > Send to -Hardware Vendor- > Run a shortcut made for our team for proper routing. This is an issue due to there being upwards of 10-15+ of these type of tickets coming in bulk.Our hardware vendor uses Autotask and the “Send to” button creates a ticket for them to work. For the most part I’ve finagled it to where that “Send to” button is the only hurdle I have in making the process quick and easy. I am hoping to receive some guidance on figuring this issue out to make mine and by extension my team’s job easier.
can I edit and or add user roles in Incident IQ?
I am new to iiQ and am the Inventory Secretary for our school districts Maintenance Facility. I enter invoice data information for All purchases our department makes. (We previously came from School Dude/Asset Essentials) I know how to enter parts inventory but am searching for a way to enter any purchases (not a part) made for a work order ticket to be listed. Besides just entering into the action notes field is there a way to set custom fields such as Invoice Date, Number, Cost, Vendor and Who Purchased to my ticket progress? Anyone else have this available to them?
We could really use the ability to filter on ticket subjects, similar to the idea Allow Filter on Issue Description. The difference is the Subject field vs. the Issue Description. I feel both fields are really needed when filtering tickets.We often need to refer to resolved tickets from a long time ago. It is currently very difficult to find them. For example, we might be looking for every time we had to replace a projector bulb or for a specific time when computers were locking up, etc.Another way to handle this might be to allow filtering on a keyword anywhere in the ticket. I can see advantages to both (anywhere in the ticket vs. a specific field). This idea is similar to an older idea that got marked as a duplicate and added to an idea about searches that did not actually address the issue.
I like the functionality of a Quick Ticket and would like to employ for students to use to request a new ID card. Our thinking is we’d have a kiosk type station where students could login at the IT Helpdesk. The problem I have is what I am looking for sits somewhere in between a Quick Ticket and a Ticket Template. I like the ticket template because it has pre-filled the explanation section. But with a Ticket template it’s not as straight forward (more clicks) to create the ticket. Using a Quick Ticket, it’s right on their dashboard but the explanation block is blank unlike the ticket template. The block can be left empty to create a ticket I just worry about confusion. Is there any way to bridge the gap between ticket templates and Quick tickets?
Is it possible to have more detailed ticket filters? I would love a view where I am either a follower, requestor or the agent on a ticket. Basically any ticket I am involved in.It seems in my somewhat limited testing, that the filters get AND’ed. I would like a view where any of them are true.What am I missing? Thanks! James
Hi Incident IQ Community,We’re currently rolling out Incident IQ for the full 2025–2026 school year and could really use some advice on handling ticket submission visibility—especially for users without assigned rooms.Here’s the situation: Some of our campuses have been fully audited, and classroom teachers are claiming their rooms and assets just fine. However, staff in front offices and other non-classroom roles (even on audited campuses) don’t claim rooms, so they don’t have devices tied to their accounts either. On un-audited campuses, no one has assigned assets yet, which makes things even more complicated. We’re actively working to complete audits for all campuses as soon as possible, but in the meantime, this issue is impacting many users. In both cases, these users go to submit a ticket under Devices & Hardware, and they’re shown the full list of model categories. It’s a long list, and we’re concerned it’s too confusing—especially for users who just want to report som
Is anyone else seeing Quik Tickets not loading? It was a bit intermittent about 2 weeks ago, now they just do not show up at all. Just says Loading...
So this isn’t making sense to me, but since nobody else has mentioned it I have to assume I’m overlooking something.We previously set up the Intune app to only create devices and update custom fields, just so we could get them pulled in. Like so: Yesterday, I checked the “Update Asset” box to update the asset and custom fields so that we’re pulling in current usage data, etc. Shown here: That setting alone is causing the Asset Tag field in iiQ to be overwritten with the Device Name from Intune. So lucky me, I’ve successfully erased about 10k asset tags. We can work through that though… I don’t see anywhere in the options that suggests the device name is mapped to the asset tag field, and nothing in this guide mentions it either. I even tried manually setting the asset tag on one device again, and then ran a full sync again, thinking it was maybe a one-time thing… nope. Overwritten again.Intune doesn’t have an asset tag field that I can load these to and map in iiQ, so I don’t know how
Does iiQ have the ability to parse the body of an email to automatically change the requester based on a name found in the message text?I seem to recall some time ago someone found a way of achieving this, i can’t remember whether it was natively, though some automation or something else. Thank you
Hello,I have a custom field for a report request ticket that asks the user when they need the report by. I was wondering if there is a way to take the value of the custom field (date) and have it set the ticket due date to allow for notifications as the date gets closer. I’ve looked through the rules and ticket templates, and they do not appear to do what I want them to do, and there is no “if <customfield> checked, do <action> (set due date from custom field date)” syntax in the rules.This would be extremely helpful for this ticket type as many of these requests are from our Cabinet or Directors and are needed by specific dates and would make it so that there is less manual configuration on the agent’s end for a recurring ticket.Thanks!
I am trying to import meta information for a bunch of phones all at once. I plan to use an asset import to get all of the phones into IIQ Assets; however, I am looking for a quick way to get each phone’s extension also added to each asset. Thoughts?
After uploading a PDF to IIQ the option to preview the document no longer works. The option to preview is still there as shown below but I was just told in ticket 32961, preview functionality is not currently supported. This was a feature I used on a daily basis. Why was the functionality removed?
We have a number of assets that stay permanently in a certain room where users come to said room to use the equipment. To assign the asset to room X, we created a “user” Room X and checked the equipment out to this “user”. Is this the best way to do this?Is there a way to assign equipment to a location without having to check it out to a user? I’m curious as to how other institutions handle similar situations. Thanks,Marita
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