Recently active topics

Is it possible to have a location’s room numbers as possible storage locations? We don’t have a warehouse or designated storage locations except for some closets, shelves, and cabinets. I’d like to be able to select a specific room for the storage location rather than typing in a blank field. 

I’m trying to set up a ticket template not tied to a location I can use for checking out temporary AV devices. Open a new ticket Edit requestor to the appropriate user (changes the location to their assigned location/room) Select the ticket templateOnce I’ve selected the template, the location is changed to my default location. After submitting, the user is changed to me. Can a ticket template not use the information on the new ticket screen? I don’t want to submit a ticket for myself then have to go back and change all the info for the actual user. If the workflow should be selecting the template first, why can I not select the user before submitting? Even going through a user profile to submit a ticket, trying to use the ticket template changes it all back to my info. Am i missing something? Also, to accomplish this, I’ve created “dummy” model/issue categories and issuse under the “Devices/Hardware” Ticket Type to tie a temporary device via Spare Pools to tickets (DVD players, boom b

I’ve set up some fees using the Fee Tracker app using the Knowledge Base article. The one thing it didn’t show was how to assign a fee. I’ve looked and can’t seem to find how to do it. I do see a section under a user but that’s to generate a statement. How do I assign a fee?

I am trying to recreate the metrics on the analytics dashboard, specifically the “Response Time Average for all ticket statuses”I have created a custom ticket view - but when I export the data and calculate the average it does NOT match the average response time when I am on the same custom view, and click analytics.Has anyone else had this issue?  What does specifically the “all ticket statuses” mean? Thanks!Jenn

Since the rollout of the new permission system, our remote support ticketing workflow no longer functions as there is a required field on the main ticket entry page that doesn’t display any drop-down data. We opened a request with support who said it is a custom field that needs to be added to tickets of the “Remote Support Ticketing” type, however that is already done and we can’t seem to locate where any of these fields are defined in when looking at Custom Fields. We can not locate where the fields of “First Name”, “Last Name” and “E-Mail address” are assigned to the first step in our Remote Support Ticketing workflow. Anyone have any tips for finding this?   

Are other districts experiencing issues with iiQ loading at the moment seems like the whole system just went down? 

Good afternoon friends,We have moved from JAMF as our Apple MDM to Lightspeed. We want to remove the app from IIQ but want to make sure that it will not remove the devices that were pulling in from JAMF. Is that that case? Will they all remain?Thanks, and have an awesome day!Gary

Hi Everyone! We just started with iiQ (2nd full week in) and are running into an issue with duplicate tickets. In this instance two seperate emails were forwarded to iiQ and tickets were successfully created, but each ticket was created twice. We have gone through the tickets and verified they are the exact same and talked to the sender and confirmed they only sent the email once per ticket. Any ideas on what could be causing this or how I can prevent it in the future? We will be using the email to ticket feature a lot and the last thing we would like to see are a lot of duplicate tickets. Also another question related to these tickets. For both of these tickets the body of the email was not included in the creation of the ticket, so we are only seeing a subject line and a blank ticket, plus the picture that was attached. When going to the emails tab on the tickets and opening the originating email message you can clearly see and read the body of the ticket.Any ideas on that? Thanks fo

We are utilizing Remote Support Ticketing and parents are submitting tickets(as guest) who have students at more than one location.  I.E. - Student 1 attends High School, Student 2 attends middle school.  If I enter a ticket with my guest email for student 1 and select high school and later enter a ticket for student 2, my location defaults to student 1’s location despite the fact that I chose a different location on the initial screen.  This in combination with the security password is creating a very unpleasant experience for our parent population.  How can we resolve the location defaulting to a parent’s previous choice.  (This also occurs when a student moves up in grade level to a new school, Parent’s email is attached to old location and default(and routes) to that location). 

Hi there everyone, I wanted to reach out to see if there was a way to audit ticket actions for deletion. I have a few tickets that are getting deleted and would like to see who is deleting them? Right now, all I can see are the rules that may apply to the ticket and the status change notice. Nothing comes up for deletion. Is there something I am missing?

I have been encountering some issues with email notifications not being sent out. Sometimes it’s a hit or miss if email notifications are sent, and there’s always a 2-3 minute delay if they are sent. A staff member, who is not an agent, has not been getting email notifications when a ticket is assigned to her team. She is the only person on that team. All of her email notification settings are turned on and other Teams are getting email notifications with no issues. She has received emails in the past, but I guess within the past two weeks or so it has stopped working for her.  Now I will say that there is currently a bug with our site options that won’t let me save any changes, so as of right now all notifications are “turned off” because I was testing some rules and now I can’t change it back (very frustrating). However, that shouldn’t matter right? Because each user is able to override those notification options (which makes no sense to me as to why that is possible. I don’t think u

I’m not sure if I’m missing something… is this really the only way to Follow a ticket?  This is so tedious. Why not add a “Follow Ticket” action for Agents right here?  

Is there a way to automate sending invoices/statements to students/parents biweekly or once a month?!--a=1-->

Is there any way to update a ticket via Email other than using the specific 'Reply-To' address? Is that the only method Incident IQ uses to identify and associate responses with the correct ticket?

We have a custom user field that we use to track device insurance policy information, we allow multiple instances of the field.When exporting users with this field as a column, it’s exported as [‘Instance 1’, ‘Instance 2’] however, I am not able to import using the same format such as [‘Instance 3’, ‘Instance 4’]. Instead of importing Instance 3 and Instance 4 into their own field instances, it instead imports as “[‘Instance 3’, ‘Instance 4’]” into the first field instance.Is it possible to import two sets of data into two field instances? Like shown below 

What are the available IIQ variables(for Mosyle MDM) that can be passed into a webhook ? **For example: Bearer Token(Authorization), Device UDID, etc.

First iiQ isn’t loading.Second I am not able to even put in a trouble ticket for help.

I am trying to create a view that shows two types of devices: Devices purchased through a specific funding source, OR Other devices assigned to users (not tied to that funding source). i would like both filters to include both sets of devices — not just the ones assigned to users from that funding source.  

For some reason IIQ is absolutely butchering the image uploaded to a model. I’ve tried a variety of dimensions and cropping them differently, but the image preview keeps coming out nearly unrecognizable (see example below with Securly Classroom/Filter). Is there any officially recommended image format or dimensions to stop this from happening? 

We take in some emails from parents who don’t have access to our ticketing system. Often info will be included in the subject line of the email, but when that gets copied into a ticket only the body of the email makes it in, not the subject line. Is there a way we can retain that so we can see what the subject line says when converting into a ticket?

My Google Device general settings that set asset status are:I have a rule when a device has a ticket submitted for a ‘broken’ issue, the device status is changed to ‘Broken’. However, the day after, the device status is changed back to ‘In Service’. Google Devices is doing it:I want device data from Google to sync to IIQ when there are changes such as an OU move, a new user, last login date, last sync, etc. That is why I selected the ‘Update Asset” checkbox. Will unchecking that box prevent those data elements from syncing to IIQ?Obviously, it’s one of the ‘update’ checkboxes overwriting the device status, but I’m not sure which one.I’ve always been confused around the ‘Update status with every sync’ checkbox. Can anyone explain this option? Updating data with every sync is what it should be doing. What happens when this is unchecked?

I have a school district that has a spreadsheet of devices and their problems. They are using the Trafera implementation as well to have them sent off for repair. They are asking if there is a way they can upload that spreadsheet into IIQ and it auto-generates tickets for each device. I’ve look around on the site and could not find anything that looked like a way to do this. WIth all of the blanks and boxes that need to be filled out on each ticket, I didn’t think there was to begin with either. But I’ve missed things before and thought it wouldn’t hurt to ask.If this isn’t an option, would it be something that could be implemented? Maybe at the understood loss of more detailed information, like site codes and people? 

Is there a difference between editing an asset and clicking “Unassign” under owner versus going to “Assets” → “Check In / Out”?

Is there a way to see, in an individual Asset’s view, what Asset Groups they belong to? For example, if I make a group for a Rooms’ Chromebooks in a cart, when I select an individual device, it shows me that one device is in the group.  

Recently, our techs have noticed that anytime they add a part to a ticket, e.g a screen, it will send a notification to the requestor. I have looked and there are no rules setup to do that, and the techs have stated this has started happening recently. This is causing some confusion with our students, who have gotten used to when they get a follow-up email, that their device can be picked up. I can’t seem to find a way to turn this off district-wide, but I could be missing something. Is there a rule or setting that I’m missing to ensure that notifications aren’t sent on part add.