Apps

Is there any way to hide certain locations for the remote support ticket app? I do not need parents seeing the “Board Office” or “Unspecified Location” (see image below): 

We’re setting up the Google Calendar app for events. We’ve mapped locations and we’ve mapped resources to building and rooms. What I’m seeing is that events on the primary Google calendar synced to IIQ show up, but no events from the resource calendars are being created in IIQ. Is there something additional needed to be completed before events on the resource calendars get created in IIQ?

Hello all, I am having an issue when using the mobile app on iOS. When I am in the dashboard/hit the search button from anywhere and type in a ticket number, I can not open the ticket. The search finds the ticket, I see general details, but when I try to open the ticket. So I can search it, it pulls up the below screenshot but when I select “View Ticket” under options, it loops me back to the dashbaord and does not open the ticket. I can find it in a filter I made and open it that way, but it feels like I should be able to open the ticket via search, as the button states.  I have tried closing and reopening the app, checking for updates and uninstalling and re-installing (plus updating) the app. Any thoughts on how to fix this issue? I am with Portland Public Schools in Portland, Oregon. 

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

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.  

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?

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?

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? 

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.  

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

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! 

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!

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

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.. 

 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. 

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

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

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?

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

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>

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

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.

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.

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

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