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  • 126 Topics
  • 468 Replies
126 Topics
R
RENGSZAKACS 283313a kcsObserver
asked in Apps
Incident IQ mobile update August 2025 Breaks Microsoft Azure Sign On

My Incident IQ mobile app version 3.9.6.25050201 will not update to version 3.9.4.25073001. The error states, “You’re already running the latest version.”. When I put in my “kcs.incidentiq.com” domain I receive the Microsoft Azure sign on. Then as I click the tab for my “Knoxschools Login Portal” the app just sits there with no response.Troubleshooting performed on my end:I have uninstalled the app from iPhone running iOS 18.6.1, reinstalled the app, and restarted my iPhone, none of which seemed to resolve the issue.Any aid would be greatly appreciated.Ron Eng-Szakacs

751
AHolley_iiQ
M
msantangeloObserver
asked in Apps
New Google OU's Not Appearing in IIQ?

Hello all,We recently noticed that OU’s we’ve created in the Google Admin console are not visible in IIQ.  Our Google SSO and Google Device sync’s are both enabled and setup, and in the past when we created new OU’s they would propagate into IIQ during the next sync.  We are unsure where to check in the IIQ Admin pages or App Management to verify this.  

362
JustinRaynor_iiQ
J
JMarshall 51398c4 sau23Observer
asked in Apps
VNC Remote Assistance

When using the VNC Remote Assistance app, do the computers/user need to be on the same network? Or is this supposed to establish a remote connection anywhere the user is logged in to IIQ?

412
J
T
tbryantObserver
asked in Apps
GoTo Resolve

I’m looking at moving away from TeamViewer to GoTo Resolve due to the huge cost difference. Anyone else that would love to see an integration between iiQ and GoTo/Logmein Resolve?

111
T
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? 

715
E
MReid 777163d nbpsnj
MReid 777163d nbpsnjObserver
asked in Apps
Writeback to Google Admin Console

Is it possible to change the Annotated (custom) user field, location and notes to write back to Google, so that any devices in our system match the information we have in Google Admin Console?We want to edit these fields, but on the IIQ side.  We have already created a Notes section, so we can change that when we edit an asset, but currently we cannot edit the Location or user in this section.  

644
MReid 777163d nbpsnj
J
JStithObserver
posted in Apps
App selections have disappeared in all my views.

All the app selections have disappeared in any created views and are not listed when you try to add them back.!--a=1-->

201
Kathryn Carter
Bobby Rigo
Bobby RigoObserver
asked in Apps
Creating A New Policy - Not Showing for Selected Group

At our school, we are preparing for the new year ahead and as such, we are sending out an updated Technology Agreement via the app “Policy Manager”.  We have all Alert Methods selected: “Dashboard Widget” and “Popup message on login”. It is designed to go out to “Faculty” only so our school is selected as the Location and “Faculty” is selected for the Role. We have the policy saved. When we test this with our test Faculty account, they neither receive a widget on their Dashboard nor a popup message upon logging in.Would I please be able to get some assistance getting this rolled out to my Faculty? Thank you for any help you’re able to provide in advance! 

301
LWoods_iiQ
M
MSpero 307447f bscsdObserver
asked in Apps
Add photos to invoices

Just wondering if there is a way to add photos to an invoice? I see an option to add files however nothing shows up when I generate the invoice. Thanks!

1023
Hannah Bailey
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

14910
A
J
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.. 

341
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. 

20724
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

18614
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

1087
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?

987
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

373
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>

341
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

13011
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.

13710
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.

592
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

1153
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

511
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

1099
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

494
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?

1574
CAustin

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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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