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  • 119 Topics
  • 452 Replies
119 Topics
E
esamObserver
asked in Apps
PowerSchool authentication error

Anyone run into this authentication error when trying to set up PowerSchool?Sorry, we could not authenticate the provided PowerSchool Consumer Key or Consumer Secret. I am doing a copy/paste of the OAuth Credentials directly from the Data Provider Configuration in PowerSchool.The access level for v1 APIs is Read Access.What am I missing? 

123
Kathryn Carter
A
AThao 38030ce jacksonschoolsgaObserver
asked in Apps
Need help finding solution to Intune MDM location mapping

Hi all. I just noticed that Intune is not creating new devices because I have set the default location mapping to “none.” I was hoping it would solve the issue of not being able to manually set device locations. I was also trying to create rules to control the location but I have encountered this new issue where new devices are not being created because a location is required. Some potential ideas I have are:Turn location mapping back on Devices will be automatically created by IIQ Locations cannot be manually set as an Intune sync will kick it back to the default location mapping Devices will have a default location of “Unassigned” This will affect the accuracy of site numbers Keep location mapping off Devices will have to be manually added to IIQ Intune MDM will not create new devices Room for error, discrepancies, etc… Location can be manually set and changed Accurate site numbers - subject to accurate device imports Turn location mapping back on and take another sho

9210
A
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JConnors 657bfbe wcpsmdObserver
asked in Apps
Unable to Bulk Send MSB Invoices to Parent/Guardian

Hello, We have a ton of invoices not being paid and wanted to start sending reminder emails once a month to these families. The problem is when trying to do bulk MSB invoices it only gives “Send to User” which will just send the email to the students email address and not their parent/guardian. Is there anyway to accomplish what I am looking for? Even if I add this to the idea exhange, I know what will happen.. 

231
EStapf_iiQ
C
CJones White 538237 htpsObserver
asked in Apps
Administrative Assistant Hillsborough NJ School

 How can I run a report that only give me what outstanding charges were for a particular day?Can I rearrange how I see items; see document attached.. it is toward the bottom of by screen .. I need to move it to the top.   This was my response when I asked a questionThank you for contacting IIQ support! Unfortunately, neither of those features are available in IIQ at the moment. I would highly suggest that you add your idea to our idea exchange. Our developers view the Idea Exchange often to make updates our customers want to see. The link is below.   It would have been nice if they IIQ support … just put the problem in the exchange for me. 

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C
BHainline 78787a0 wwps
BHainline 78787a0 wwpsObserver
asked in Apps
User Device Affinity from SCCM

Hello,I’m running into an issue with the Microsoft SCCM Devices app that we have integrated with IIQ. I have enabled the mapping options to create, update, and delete assets in IIQ based on SCCM data. For import options, I have selected:Update asset owner Unassign owner if primary user is blank Remove owner if the primary user can’t be matchedProblemIt seems like IIQ is not correctly correlating asset ownership with the Primary User(s) field in SCCM.For example, when I search for devices assigned to myself in IIQ, it returns over 50 assets. However, after checking SCCM:I am correctly listed as the primary user for only my desktop and laptop. Many of the other assets already have a correct primary user assigned, but this information is being ignored. Some assets don’t have a primary user listed, but I appear as a user who has logged into them within the last 90 days (which makes sense since I’m a Windows technician and log into many devices).Additional Configuration DetailsI have weekly

11314
Kathryn Carter
A
AThao 38030ce jacksonschoolsgaObserver
asked in Apps
Is there a way to change the time and frequency of syncs?

Our Google Devices, Google SSO and Microsoft Intune apps are only syncing once a day. We would prefer that it syncs twice a day around 7am and 7pm. Users are typically created before the school day starts, but our Google sync occurs at night which isn’t ideal if there are new student/staff accounts being created and activated the next morning. This sync issue is causing some students/staff to not show up in our user base until I run a manual sync. This is causing confusion within our school based techs. Devices are also typically enrolled during the work day and just having it sync twice a day would keep our inventory and users much more accurate and up to date.  I’ve put in a support ticket about it and was told this: “Unfortunately, this request can not be made as there is only one sync during the day on our end, and that is for all districts. This would be different if it was an SFTP like a OnceRoster SIS app where we could set something up like that, but in this case, because these

637
CThomas_iiQ
A
AHoskins 7833f48 chindyObserver
asked in Apps
Exporting Google Admin data from IIQ Reports

We are using Google Admin with our IIQ. When making reports, I want to have the diagnostic information that is on IIQ in my report as well (Status, Firmware Version, OS Version, Platform Version, Last Sync, Last Enrollment). I am unable to get this information in a view. Is there any way to get this info for the report?

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A
N
NazariObserver
asked in Apps
How to re-add an app that was removed?

I would like to re-install a learning application app that was removed. When I navigate to Apps > Browse > and search for the app, it is no longer available

193
AHolley_iiQ
D
dmboydObserver
asked in Apps
Deploy IOS App

Is there a way to deploy the IIQ IOS App and include the distict URL via a .plist file via and MDM? I would like to install the IOS via a bulk volume license purchase through Apple and deploy it to users devices without them having to input the district URL. The plist file I would think should look something like <plist version="1.0"><dict><key>DistrictURL</key><string>district.incidentiq.com</string></dict></plist>

211
Kathryn Carter
M
Contributor
MaryReedContributor
asked in Apps
IIQ Location is wrong

I need help resolving a problem.  We use Infinite Campus, which syncs with IIQ.  Recently, we had an issue where our Google SSO failed one night, specifically with the groups.  I don't know if that has anything to do with it, but we resolved it the next day.  A few days later, I noticed that our district employees' locations were based on where their children were enrolled in the district.  For example, my location is Central Office, and my daughter is enrolled at the High School.  My location is now set for the high school.  If I change my location manually after it syncs that night, my location changes back to the High School.  The problem we now have is when employees submit tickets, they route to the wrong location.  We also have several staff and students in the unassigned (Temp) location.  IIQ support said the issue was on our side; however, our locations are correct in Infinite Campus.  We use One Roster, and I'm unsure if that has anything to do with it.  I do not have access t

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Kathryn Carter
F
FIPPOLITO 353d936 pwayObserver
asked in Apps
Notifications in iOS app

I’m using the Incident IQ iOS mobile app (version  3.9.4.24082901) on an iPhone running iOS 18. I’ve configured notification settings properly as described in the KB article, but I do not receive any notifications on my phone. Has anyone else experienced this or have any suggestions? Thanks.

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Kathryn Carter
ZGarber 4208988 glshelp
ZGarber 4208988 glshelp
asked in Apps
Check in Asset, Returns Spare

Is there a way to check in assets while simultaneously returning the spare? Due to the volume of tickets we get, >5000 per school year, sometimes students come back with their loaner Chromebook before we fix it. The librarian/aide doesn’t have the means or time to find the original ticket, so they will just use the check in/out feature and check the Chromebook in. However, that Chromebook is still attached to the ticket and is unable to be checked out. It would be nice that when checking in a Chromebook it also returns the loaner.

392
Kathryn Carter
H
hgrossObserver
asked in Apps
Tracking Mileage on Vehicles in Facilities

We are looking to utilize iiQ Facilities in our bus depot. One request we’ve had from the mechanics is mileage tracking for each school bus. They normally manually track the mileage weekly and we are looking for the most streamlined way to accomplish this in iiQ. Our thoughts right now are to use automated ticket templates that fire every Friday.Is there a way to trigger rules on resolution actions in a way that takes the notes into account? For example, using a “Update Mileage” resolution action and writing the mileage in the notes of the action which would trigger a rule to update a custom field on the bus linked to the ticket.In general we would like to reduce the time navigating through iiQ for our mechanics especially on tasks that have to be done for an entire bus fleet. Manually editing each bus asset to change the custom field across the entire fleet every week seems like more work than it's worth for them compared to what they’re doing now.We’re open to any suggestions on how

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Kathryn Carter
S
SGalluzzi 4901c87 d64Observer
asked in Apps
IIQ App and Out of Office Setting?

Hi - How do I set an out of office via the IIQ APP/mobile?I know on the desktop version you go to Profile, and it has the options for out of office there, including the ability to fwd any tickets to someone else. When I click on the Profile option on the left bar in the app, it does not bring up anything to do with out of office options.I've tried searching, and made sure I had the most updated app.Thank You

301
Kathryn Carter
B
BKearney 67003f1 fcsObserver
asked in Apps
SCCM "Map by OU" settings

Hello, I would like to ask about this since the SCCM setup guide does not give much detail on this. We have IIQ set up with SCCM to map by OUs in Active Directory, however, I have noticed lately that this option has not been creating new assets. When I look for one of these assets in the sync log, I see something like the following error: “Incident IQ Asset [AssetId:asset_tag] was skipped. Location could not be mapped, and no default location mapping exists.”We do not have a default location mapping set because we have some assets without a fixed location and we want our agents to be able to change location for those assets as necessary, while the default location mapping would keep switching them back to whatever location was set to default.I’m not sure why the sync is unable to read our location mappings. I’ve tried a few different ways to write the OU path, but none of them have worked. Currently it’s set to [Active Directory site]/[District OU]/[Computers OU]/[School Level OU]/[Bui

779
Kathryn Carter
J
jmerwinObserver
asked in Apps
bulk clear fees

Anyone know of a way to bulk clear fees? It can probably be done with the API, but I am not well versed using the API

294
Kathryn Carter
A
ASmith 797c037 manorisdObserver
asked in Apps
Events Guest Account

Is there a way to allow guests to create and continuously access their account to track their event requests/tickets?

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CAustin
R
RReilly 247ec3e woboeObserver
asked in Apps
User cant switch Products in app

Recently our facilities users lost the ability to switch products on the App. Now when they login they cant see any tickets cause they are on the wrong Product. When I login, I do see the option available. I believe they lost access with the recent permissions changes but cant find the source of the issue. 

191
Hannah Bailey
E
etanObserver
posted in Apps
Azure to iiQ sync doesn't update names

HelloI’m noticing that when our student’s names are changed in AD/Azure, the Azure sync in iiQ doesn’t update the names, it thinks the account (id number) is a new user so it tries to make a new iiQ user account but it can’t because there is one already existing (with original name).But if we change the iiQ account’s name to the new name and run the Azure sync, iiQ then sees it and updates the rest of the account’s information (location, etc...)Is this how it’s supposed to be or should I submit a support ticket?

121
Hannah Bailey
S
SMacomberObserver
asked in Apps
Temporary JAMF removal to fix sync.

Due to tight budgets and a slow rollover of devices to maximize our remaining AppleCare term we’ve needed to temporarily remove a number of devices from JAMF until such time as they’re put back in service.  Essentially replacing broken devices through the year then final swap next summer. But this has broken our JAMF sync.  So is there an easy way to remove the JAMF sync from those select devices temporarily until they re-appear in JAMF?    They’re not retired, they’re in storage…Or a way to get IIQ to ignore a larger number of Sync errors?  

378
S
S
SJanketic 2707173 pmschoolsObserver
asked in Apps
Import IP Address from Intune MDM

Hello,I was wondering if there was a way to import the Last known IP Address of an asset from Intune. I don’t see a custom field to import it from. I see for Google Devices this was made possible. Can we make it so the Intune Sync has that capability as well? Thanks!

411
Kathryn Carter
KHowe
Contributor
KHoweContributor
asked in Apps
Free Tracker App - Invoice customization

We are setting up the fee tracker app to issue invoices to parents of students when they break a Chromebook. When adding a fee, I see a section to attach a photo file. Is there any way to attach a photo to the invoice? Looking at it, I don’t actually see any way to customize the invoice itself.  Also looking at it further, I noticed that if you submit a partial payment, it will generate a receipt but that doesn’t include anything like “balance remaining”. Is there a way to add that?

511
Kathryn Carter
R
Robert CebulaObserver
asked in Apps
Google OU Write Back Test

I’m trying to test the Google Devices OU Write back feature by manually running a Full Sync.  When I do this, my test device does not move into the mapped OU as I would expect it to.  However, when I manually Push Data the device does move into the mapped OU as expected.  I’m trying to understand why this is the case.  My thought is that the Full Sync would also include pushing data to Google, so can you tell me why the device’s OU doesn’t change on a Full Sync, but does change on a data Push? I want to ensure that our devices will change OU’s during the nightly sync based on our OU mappings.

876
Kathryn Carter
Kari.Grimes
Kari.GrimesObserver
asked in Apps
Jamf School Locations Mapping

I am on the struggle bus! I am trying to map my Jamf School locations to my IIQ locations and cannot for the life of me figure out why it won’t work. My Jamf School locations will not populate when I try to type them in and will not allow me to manually type the entire location in like I can do with my Google device locations. I have 15 different locations with assets at each. I would like to be able to run reports by building at some point. Does anyone have any advice for getting this to work? 

925
Kathryn Carter
E
ebloomfield33Observer
asked in Apps
Support scheduler email

So I am testing Support scheduler and when an email is sent to someone who submits ticket it is making them click on view ticket to then select a time.  When I watched the video about this it states the user should get an email where in the email they can choose the time.  The first two pictures are from what the user currently gets which says the ticket has been updated and makes them choose view ticket details then once in IIQ you can choose a time in the ticket.  The third picture is from that video which says the user should get email where they can choose a time.  I looked in site settings and couldn’t find anything and I looked in my apps for Support Scheduler and the only option is to set the default meeting time.  Any help would be greatly appreciated.   thank you 

503
Kathryn Carter

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

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