Recently active topics

When running a manual  PUSH DATA sync in the Mosyle Manager app, why does all 177,000+ assets have to be downloaded? I have less than 5,000 assets actually in Moslye.  

When I go to manage Google SSO, I see there is an “ADD NEW DOMAIN” button.Will this let me add an additional Google Workspace domain for SSO?If so, will identical OU’s in each domain be able to be treated differently for user import?For instance, each domain has a “/Students” OU.We have a charter school that has it’s own independent Google Workspace domain and we’d like to import those users as well, but when we do OU location mapping, we need to be able to put those users in the correct location.

Is there a way to update custom fields (or any field) in assets with information from a CVS file? We have assets already in our system and a making changes to their information, in a custom field. I do not see where I can have that information update; specific information for each device, specific to that device from the CVS file.

Submitted on behalf of ​@BTefft 7034f23 tps: We are trying to get it set so teachers can verify a device without having edit asset permissions. However after reading this:https://community.incidentiq.com/integrations-73/unable-to-use-my-classes-to-verify-assets-since-permission-change-4312 We do not see the option to set verify asset in permissions and we also do not see the option in site options to toggle edit and verify as separate.

How can we send an email to a Parent using Rules to alert the parent that the Student has not used the Chromebook for 21+ days?There is no option to send to the Parent. 

I’m trying to apply the Asset Recent User Mismatch filter to an Asset View of Chromebooks that I’ve created and the results returned are far greater than I was anticipating. Does that filter pull only the most recent user to login on the device or does it pull all users that have logged in at some point?

We are using storage tracking for the first time and I just found where I could set some rules up for next year.  This year, we just checked them in and In Storage was sporadically setting.  Most of them stayed In Service.  Yesterday I created a view and set everything that was in a storage location to “In Storage”.  This morning, almost all of them have been changed back to In Service.  Am I missing something?

We have an auto reopen rule that says, if the status is Resolved and Comment is updated within 5 days of the ticket, then it is set to In-Progress.Issue: When a user performs a reaction on an email it automatically re-opens the ticket. I am looking for a solution to avoid that.

Hi Is there a way to add the “Additional Followers” field in the form for events?

We have a Dymo 450 label printer and I’m trying to get it to print asset tags for our laptops. Major problem is that the labels are not printing properly, it’s cutting off the QR code we’re trying to print on them and there is no way to “nudge” the print over a few mm to have it fit.What settings should I be using to get this set up correctly?

Hey IIQ,Please bring back the Help Center button! As great as the Support Bot may be it doesn’t account for when there’s platform degradation, browser or user account issues.For platform resilience and user support during critical service disruptions, I strongly recommend implementing a static Help Center link. Twice now I have had critical platform issues and wasn’t able to get to what I needed as the Support Bot wasn’t present. Alternative methods all failed. Cache, signing out and in, alternative browsers or incognito mode, didn’t bring Support Bot back. This dependency resulted in significant lost time and delayed critical support for multiple staff members, forcing us to use inefficient workarounds. Something as simple as help should easily be found when tunnel vision sets in as we try to remedy some critical issues affecting multiple agents and staff. This isn’t a suggestion to outright rollback to Help Center only but this static link would ensure uninterrupted access to critica

I need to change the options that show up when you click “new ticket”. I would like to create a custom category that would go be positioned first. Some of the options are irrelevant for us and only make it more challenging for users. 

Anyone else have issues with printing standard Avery 5160 Labels?  We created a template with exact label dimesions of 1” x 2.625” and it continues to not space correctly vertically or evenly. The labels run off to the next label..  This is very frustrating. It makes the module unusable.  Is there a trick we are missing to make them come out right?

How do you keep record of the condition of student devices? I want to be able to record if a device is in Excellent, Good, Fair, or Poor condition to help me figure out which devices need to be replaced early or reassigned to lower grade levels. We have the assets module but I don’t see an option to document asset status in the verification. Am I missing it or is it not a feature. Does anyone have a workaround for this?

Is it possible to make the user’s fines and fees appear on the screen when you check in an asset when using Rollout Scout’s Batch Check-In feature? We would like to know which students have fines applied when they turn in their device so that we can have a conversation with them about paying off their fines before graduation. You can view this info during Batch Check-Out (although it is very easy to miss), but it doesn’t seem to appear at all during Batch Check-In. I see that IIQ Resources already has this feature that looks great, and makes this information very visible during Check-In. Is this not available in IIQ Ticketing? 

Good afternoon Team, Question.  Has anyone else experience their custom asset labels not working this morning?  I tried printing some labels out, and I notice our whole label was different.  There is also a message under admin, site options stating that “Your district has a custom asset label created by Incident IQ. If you would like to use the asset label designer, please contact customer support to reset your custom template.”  I opened a ticket about this issue (6600) and the ticket has been claimed but I haven’t heard anything back yet since 11am EST.    

How are you going about being notified of New Tickets other than logging into and living in IIQ all day?We don’t auto assign tickets quite yet, as there are only two of us, and we try to prioritize them and work them as we get them.  I have noticed, that when new tickets are submitted by my users, that neither of us get email notifications.  The only way either of us know about a new ticket is if we look for new tickets in IIQ.I don’t see an option for “Ticket Creation” notifications for Agents in the Site Settings.  What is the best practice here?Thank you all in advance for your help. 

Is there a way to force a ticket to start/get assigned to an agent if we put a comment in a ticket? I thought this was happening in my previous district, but it’s equally likely I was just in the habit of hitting “start” every single time.

Can requesters select a parent asset such as a Chromebook cart during ticket submission and then choose one or more linked child Chromebook assets from that cart, based on room/staff associations?

We are having an issue relating around the automation from site options for asset automation. We are using 3 of the 4 options available, When User is assigned asset, update asset to match owner location and owner’s room. We are also using When User location changes, update asset to match owner location.The combination of those 3 solves most of our issues when staff/students move around, but it does present us with a large issue that I am hoping to address and get fixed. We have a process where some students are given an obsolete Chromebook after X years of use/district enrollment. Those Chromebooks are processed for surplus and removed from our District inventory, but they remain in IIQ for tracking who we gave them to. In IIQ they are set to our Surplus location and then retired.The problem we are getting is 8th graders who leave the district with their Chromebook, then return later to our high school and the site options trigger their retired Chromebook to come back into service and

The little help menu magnifying glass button in the bottom right to let me submit iiQ help tickets has disappeared from my admin account. Has anyone else experienced this and knows how I can get it back? Clearing my browser cache did not help.

Does anybody have a method to Follow an Asset?Example, we have (6) locations.  Sometimes, a Parent/Staff will have a Student tech device that is expected to be returned or involved in a ticket.We don’t want a Rule to get notifications on ALL Asset changes.  We just want the ability to Follow an Asset.  So, if we are expecting something… we can get notified when it happens.  Like, the Parent/Staff returns it at one of the school locations… it gets Checked In (which those Rules don’t work very well to begin with… but we don’t want notifications for All).If there was an option to Follow an Asset, then an Agent/Team expecting something to change with an Asset can just be notified specifically.

Summary of IssueWe are encountering an issue where barcode scans intermittently lose the first 1–3 characters when scanning into Incident IQ web search fields (asset search, ticket search, etc.).This behavior occurs across multiple barcode scanner vendors and models when used with Incident IQ only. The issue is not observed in native applications or on other websites.EnvironmentApplication: Incident IQ (web) Browsers affected: Google Chrome Microsoft Edge Browsers not affected: Native Windows applications (e.g., Notepad) Operating System: Windows (managed device) Scanner types tested (with issues): Netum NSL8 (2.4 GHz RF HID, no speed adjustment) Tera 1D scanner (HID, no transmission speed adjustment) Tera 2D scanner (HID, no transmission speed adjustment) Scanner types tested (no issues when configured): Nadamoo scanners with adjustable transmission speed / inter‑key delay Input Method: USB / RF HID keyboard emulation Barcode Types: Standard asset barcodes (1D and 2D)Observed B

We are in process of getting started using incident IQ. I am having a heck of a time getting the label printing process together. I have a Dymo 450Turbo and I cannot find a nice, durable label to use. Does Incident IQ have a durable laminated label they sell? Thank youKathy