- - Knowledge Base
  - Requestor Guides
  - Process of Requesting Events5
Events
Academy

New to the community? Introduce Yourself

3 years ago

Welcome to the Incident IQ Community

Happy Independence Day!

In observance of Independence Day, our office will be closed on Friday, July 4th.

Business will return to regular business hours on Monday, July 7th.

We are thankful for & honor those who made this day possible. Have a happy & safe 4th of July!

Join Us for LIVE Back-to-School Training

We are offering live back-to-school training for agents and technicians, whether you are new to your district or your entire district is new to Incident IQ. You will have multiple opportunities to choose from, beginning at the end of July and continuing through August. We will also post the recordings here if you want to re-watch any recorded sessions.

Register to Attend

New to the Community

Get started with the Incident IQ community.

Have a Question?

Ask away! Someone here has an answer.

Got an Idea?

Help us improve Incident IQ.

Featured Topics

Discussion Post

Recently active
Help others
Categories

Deborah ProsseriiQ Community Manager

About this Community

New to the community? Introduce Yourself

Hello and welcome to the Incident IQ Community! 🥳 🎉 We are pleased to be here with you and have a chance to create an ecosystem where all Incident IQ users can connect, collaborate, share knowledge, and learn from each other. This thread is a space for you to share a little more about yourself, your interests, and all the cool iiQ-related things you are up to! Some questions you could answer to get started are below, but please feel free to add anything you’d like to your introduction: What is your name? 👋 What is your job title and where is your district located? 💻 How long have you been using Incident IQ? ⏰ What is 1 way Incident IQ has benefitted your job and workflow? 👍 Anything you’d like the community to know about you? 😊 What are you looking for from this community? 🔎 We look forward to meeting and learning more about you.

3955202

3 days ago

SMillsTVSDParticipant

Tickets

Ticket template screen keeps the 200per page view

It would be awesome if when you set the ticket template screen to view 200 templates per page, that when you open a template to view, copy or modify and go back to the list of templates, it retains the view of 200 per page. Currently, once you set the screen to view 200 and go into a template, it goes back to the home screen of 20 per page and the start of the templates. I really hope I’m just missing a setting somewhere.Thanks.

233

4 days ago

G

GFranseth 400b11b butlertechObserver

Assets

Models with no in service assets

We would like to make inactive older models for which we no longer have assets in service. For example, we used to buy Dell 3120s. Very soon all the ones we used to have will have been retired and we would never acquire new ones. However, knowing this for the thousands of assets we have is not managable.I’m trying to find a way to generate a list of every model and the number of in service devices so that we can then make inactive models that we will no longer be using.I suspect there may be a different way to do this so I’m open to a different approach that solves the same problem.Has anyone done this who can advise us?

CTaylor 1478a6e goddardusdObserver

Integrations

Skyward Qmlativ OneRoster Integration

Hi everyone. New to the community, been using IIQ for a little over a year now and loving it until now. My customer success manager asked me to submit my question here to get y’alls opinion so here we go.We’ve run into a hitch though with our SIS integration. We just upgraded from Skyward SMS 2.0 to Skyward Qmlativ. Skyward is requiring vendors to be a partner which IIQ does not seem to want to be a part of so they’re not an official integration partner to use the API. However, we have the ability to send CSV’s using the OneRoster reports. I followed this guide here:Installing OneRoster CSV SIS Integration | CommunityI got everything setup until it said it needed all the reports in a ZIP file? That seems counter-intuitive and of course Skyward Qmlativ doesn’t have the ability to send reports together in a zip file. So now I’m thinking I have to export to some local SFTP site, create a script to zip these files nightly, then send it out to IIQ? That seems like a lot of work that also op

JSanders 397a803 rbbschoolsObserver

Assets

Bulk Updating Asset Specific Location

Is there a way to bulk update the Specific Location field for assets? When editing an asset’s details, there’s a field called Specific Location under the Room section. I’ve been using this field to record the Chromebook cart number where the device is stored.I know how to bulk update the Room information, but I haven’t been able to find a way to bulk update the Specific Location field.Ideally, I’d like to filter assets by serial number, update their Room, and enter the cart number in Specific Location — all in one batch process. This would save a lot of time compared to updating each asset individually.

TAndersSpecialist

I’m trying to setup a workflow for our HR team to reduce manual input needs. I am trying to set up a rule that when a ticket type is submitted, create a subticket based on that type. I created the ticket template for the ticket I want to be created as a sub ticket, but when I go to select it from the rules engine all I get is this error: We haven’t used subtickets much in the past, my only assumption is that I can’t do this because the sub ticket has custom fields marked as “required”. Is that really a limitation of the ticket? That seems silly, the ticket would be created for another agent to go in and input the information that is needed.

NBoettcherObserver

Creating a subticket via API

Hello,I’m trying to create a subticket via API using a rule with a webhook. I’m not even sure it’s possible but I’m giving it a try. I have added the appropriate headers and values. Here’s what I have for the json which currently is not working to spawn a ticket. Json body:{ "TicketNumber":"{{Ticket.TicketNumber}}-1" "Subject":"Escalation: {{Ticket.TicketSubject}}", "IssueDescription":"{{Ticket.IssueDescription}}", "IssueCategoryId":"{{Ticket.IssueCategoryId}}", "IssueId":"{{Ticket.IssueId}}", "IssueTypeId":"{{Ticket.IssueTypeId}}", "LocationId":"{{Ticket.LocationId}}", "AssignedToTeamId":"98f04f05-5d16-f011-8b3d-000d3a0db164", "ParentTicketNumber":"{{Ticket.TicketNumber}}", "LocationDetails":"{{Ticket.LocationDetails}}", "Priority":"{{Ticket.TicketPriority}}", "ProductId":"88df910c-91aa-e711-80c2-0004ffa00010"} I am using the templating values to fill in the json fields for the subticket based on the parent ticket. I am not even sure ParentTicke

134

5 days ago

A

akorkishkoParticipant

BMartin 453c69d coosbayObserver

Assets

Create bulk tickets by assets that are already in IIQ

Hello, I am trying to make tickets for Chromebooks that have physical damage done to them. I DO NOT want to have them to be “Checked In” into our storage. I just need tickets made for each asset. Is there a way to to do this. Thanks for any ideas!

NBoettcherObserver

Rules option to use parent ticket location

Issue:Currently when automatically generating a subticket (say on escalation to a different team), there is no option for setting the ticket’s location to the parent ticket’s location. There is only a specific location, requestor’s location or for’s location. This does not encompass a useful default of parent ticket’s location since in many cases the other three could be wild guesses in a rule. Oddly, this happens by default when a subticket is created from an open ticket.Request:Add Parent Ticket Location as an assignment option in setting the location of a ticket via a rule. This would apply to subtickets, or any ticket that generated the resulting ticket) and could be used in rules or ticket templates (which are also used as part of rules).Also, ideally, we would love to be able to do actual escalated tickets which would generate a ticket ID based on a set method (like in the site config), such as {{Ticket.TicketNumber}}-2 for tier 2 work on the same parent issue. Makes it easi

113

5 days ago

SMillsTVSDParticipant

Tickets

Ticket template screen keeps the 200per page view

It would be awesome if when you set the ticket template screen to view 200 templates per page, that when you open a template to view, copy or modify and go back to the list of templates, it retains the view of 200 per page. Currently, once you set the screen to view 200 and go into a template, it goes back to the home screen of 20 per page and the start of the templates. I really hope I’m just missing a setting somewhere.Thanks.

233

4 days ago

G

GFranseth 400b11b butlertechObserver

Assets

Models with no in service assets

We would like to make inactive older models for which we no longer have assets in service. For example, we used to buy Dell 3120s. Very soon all the ones we used to have will have been retired and we would never acquire new ones. However, knowing this for the thousands of assets we have is not managable.I’m trying to find a way to generate a list of every model and the number of in service devices so that we can then make inactive models that we will no longer be using.I suspect there may be a different way to do this so I’m open to a different approach that solves the same problem.Has anyone done this who can advise us?

CTaylor 1478a6e goddardusdObserver

Integrations

Skyward Qmlativ OneRoster Integration

Hi everyone. New to the community, been using IIQ for a little over a year now and loving it until now. My customer success manager asked me to submit my question here to get y’alls opinion so here we go.We’ve run into a hitch though with our SIS integration. We just upgraded from Skyward SMS 2.0 to Skyward Qmlativ. Skyward is requiring vendors to be a partner which IIQ does not seem to want to be a part of so they’re not an official integration partner to use the API. However, we have the ability to send CSV’s using the OneRoster reports. I followed this guide here:Installing OneRoster CSV SIS Integration | CommunityI got everything setup until it said it needed all the reports in a ZIP file? That seems counter-intuitive and of course Skyward Qmlativ doesn’t have the ability to send reports together in a zip file. So now I’m thinking I have to export to some local SFTP site, create a script to zip these files nightly, then send it out to IIQ? That seems like a lot of work that also op

TAndersSpecialist

I’m trying to setup a workflow for our HR team to reduce manual input needs. I am trying to set up a rule that when a ticket type is submitted, create a subticket based on that type. I created the ticket template for the ticket I want to be created as a sub ticket, but when I go to select it from the rules engine all I get is this error: We haven’t used subtickets much in the past, my only assumption is that I can’t do this because the sub ticket has custom fields marked as “required”. Is that really a limitation of the ticket? That seems silly, the ticket would be created for another agent to go in and input the information that is needed.

NBoettcherObserver

Creating a subticket via API

Hello,I’m trying to create a subticket via API using a rule with a webhook. I’m not even sure it’s possible but I’m giving it a try. I have added the appropriate headers and values. Here’s what I have for the json which currently is not working to spawn a ticket. Json body:{ "TicketNumber":"{{Ticket.TicketNumber}}-1" "Subject":"Escalation: {{Ticket.TicketSubject}}", "IssueDescription":"{{Ticket.IssueDescription}}", "IssueCategoryId":"{{Ticket.IssueCategoryId}}", "IssueId":"{{Ticket.IssueId}}", "IssueTypeId":"{{Ticket.IssueTypeId}}", "LocationId":"{{Ticket.LocationId}}", "AssignedToTeamId":"98f04f05-5d16-f011-8b3d-000d3a0db164", "ParentTicketNumber":"{{Ticket.TicketNumber}}", "LocationDetails":"{{Ticket.LocationDetails}}", "Priority":"{{Ticket.TicketPriority}}", "ProductId":"88df910c-91aa-e711-80c2-0004ffa00010"} I am using the templating values to fill in the json fields for the subticket based on the parent ticket. I am not even sure ParentTicke

134

5 days ago

A

akorkishkoParticipant

BMartin 453c69d coosbayObserver

Assets

Create bulk tickets by assets that are already in IIQ

Hello, I am trying to make tickets for Chromebooks that have physical damage done to them. I DO NOT want to have them to be “Checked In” into our storage. I just need tickets made for each asset. Is there a way to to do this. Thanks for any ideas!

604

5 days ago

C

CCassidy 8005211 rtnjObserver

Assets

Spare Pool Asset Location Keeps Reverting to "District"

I updated the asset locations in the High School spare pool group for Long-Term devices. Specifically, I set the Location to: School: High School Room: 268 Specific Location: Cart 1 I made sure to save the updated location details for each asset, and confirmed that the updates were correctly reflected immediately afterward.However, each morning, I notice that the Location field for these assets automatically reverts back to "District" instead of retaining the updated school and room details. This has occurred consistently across multiple assets in the group, as shown in the screenshot attached.Can you please help me understand why these changes are not persisting overnight? Is there an automated process or sync that might be overwriting the values?Thank you!

221

6 days ago

I

I.T. tech MayfieldObserver

Assets

Invoices for lost Chromebooks?

Is there a way to send notices to students regarding the specific device that they have lost and need to pay for?

352

9 days ago

J

JVillarroel 940ee6d gcssObserver

Tickets

Removing owner within a Shortcut

Hi, everyone.My questionIs there a way to unassign a device using a shortcut? My school has an insurance program that can be bought by the student or parents to be protected in case a chromebook gets damaged, but when the chromebook gets damaged and it doesn't have insurance, the user has to be removed. I have made a shortcut to automatically create the actions that have been taken with the chromebook. One of the actions is to unassign the owner, and I would like to include that action into my shortcut, but I haven't found an action that allows me to do that.Thank you very much… JV

212

9 days ago

Welcome

Learn more about using the iiQ Community, best practices for your iiQ Platform, and discuss past events and webinars with other districts

About this Community

21 topics

Ask the Community

Ask a question, share a solution, and reach your goals–together!

Tickets

801 topics

Assets

476 topics

Users

194 topics

Integrations

105 topics

Apps

121 topics

Other

269 topics

iiQ Facilities

30 topics

iiQ Resources

1 topic

Community experts

Show full leaderboard

Badge winners

achiantellohas earned the badge Incident IQ Administrator Certified
MGold 253567b pinehillhas earned the badge Incident IQ Administrator Certified
BVanBatenburghas earned the badge Incident IQ Administrator Certified
JDeluca 793695e kiskihas earned the badge Incident IQ Agent Certified

Show all badges

Need more help?

Knowledge Base

Check our our knowledge base where we have hundreds of help guides.

Schedule a Demo

Is there a feature you want to know more about? Schedule a demo today.

Incident IQ Academy

Become an iiQ expert with step by step courses and video training.

Powered by Gainsight

Terms & Conditions Cookie settings

Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

Careers
About Incident IQ
Platform Overview

Blog
iiQ Platform Status
Referral Program

Corporate Headquarters:
750 Glenwood Ave SE, Suite 320
Atlanta, GA 30316

Incident IQ® is a registered trademark of Incident IQ, LLC. Other trademarks are the properties of their respective owners.

Sign up

Already have an account? Login

Login

Login to the community

Login

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

OK

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

OK