Apps

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,

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 acces

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

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

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

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

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

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. 

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?

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?  

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!

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?

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.

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? 

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

Is there a way to create an export csv from the intouch app of all the available item types? I would like to create a reference Sheet of all the SKU numbers.

Hello can anyone tell me about the Password Assistant? My question is does this app provide password reset self-service for their actual google account? Like this will allow users to reset their google account password? If so can they also unlock their own accounts? Or is this app just to for logging into incident IQ platform only?

In our environment we currently have devices named by what building they are part of in SCCM. For example WUES-12337. In the sync executable for SCCM how can we grab the “WUES” or even “WUES-” portion of the string and set it as the location data for the import from SCCM? Thank you!

In the Google Devices app we have Location Mappings set to map by both OU and Location Name.  My question is simply which takes precedence in the case that there is a conflict? For example let’s say we have a device with OU = A and Location Name = B.Our mappings indicate that:any device with OU = A, gets mapped to school A any device with Location Name = B, gets mapped to school BThis device fits both criteria, so how will this device be mapped?Thank you,

I don’t know if this needs to be an enhancement request or if this unexpected behavior of an existing feature.In the Site Options we have email notifications set up for when an app sync fails. The wording of that says, “Select users who should get notified when an app sync failure occurs that requires customer intervention (ie. expired credentials)”The problem is we DID have a sync fail, and it WAS because of expired credentials, but we never got any notification. I only found out because I happen to manually check it (the app we encountered this was the Mosyle Manager app. When I checked the Sync History on July 17th I saw the last manual sync I ran (on July 9th) but no other sync’s attempted, failed, or completed since then. When I clicked on General Settings there was a red-text notification next to our credentials saying there was an issue with them (I wish I had taken a screenshot of them for more detail, but I think it was the same notification as you’d receive i