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1854 Topics
Hannah Bailey
Hannah BaileyiiQ Community Manager
published in iiQ Facilities
Cherry Creek School District’s Journey to Better Maintenance Operations

Hear directly from Cherry Creek School District on how they up-leveled their facilities processes across all 67 schools after shifting from their paper-based system to iiQ Facilities on Incident IQ’s. Their success story includes quicker response times, comprehensive district support, and better data for improved resource allocation.  

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Hannah Bailey
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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

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Specialist
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Contributor
dbreaultContributor
asked in Other
Cancelled Event Still Showing on Google Calendar

Is it possible for a cancelled event to be removed from the Google Calendar? When an event gets cancelled, it is still showing on our Google calendar.

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Kathryn Carter
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PHolcombe 820bae5 everettsdObserver
asked in Assets
Asset View Foldering

I’m looking to clean up my options once I click on Assets.  Right now I have 14 views that list out every time I click.  This makes it so I have to slide/page down to get to the ‘Check In/Out’ option.  This is especially tedious to do on the mobile app.Is there a way to create a folder system for my views so that I can group them and thus shrink the number of views on my top level?

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EStapf_iiQ
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JAiello 3501f07 sd13Observer
asked in Tickets
Ticket Template for multiple locations

I am creating a ticket template for multiple locations scheduled for work to be done at the end of the school year.  When that date rolls around is one ticket opened for all locations or a ticket opened for each location?Thanks!

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DLeyden 4909d0d pcaObserver
asked in Assets
Filtering asset views by attached files

Are there any ways in IncidentIQ to programmatically (or through a report) access files that have been attached to assets? Or to create views that filter assets by whether or not they have files attached to them?We are interested in tracking images of damage, repair document history etc to assets vs tickets, so we can keep a better overview of the history of damage on devices.

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abrun_iiQ
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TXiong 5305b7a musdObserver
asked in Other
Import documents

Various departments already have documents we’d like to put on our KB. The documents are in pdf/word/excel format. Is there an easy way to import the documents to be used as a KB article?

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Kathryn Carter
Michelle_Williams
Michelle_WilliamsObserver
asked in Tickets
Filter by time stamp

Is there a way to filter by submitted time stamp or closed time stamp?  I would like to be able to look at how many tickets are submitted at certain times of the day, and I would like to see how many tickets are closed at certain times of the day.  For example, how many tickets were closed by agent x between 8am and 10am.

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Michelle_Williams
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ROddo 377ae38 sloanObserver
asked in Assets
Search by IP or MAC adddress

We are battling students bypassing our web filtering, when they do this our web filter just reports an IP address instead of a username. I know the IP address is in IncidentIQ and that would tie it to a device thus tying it to a student. Is there anyway to search by IP or MAC address?

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RMartinez 8577640 tusdObserver
asked in Tickets
Is there a way to add a "Yes/No" to required fields in the ticket progression?

I recently created a required field for our Chromebook repairs to always needing a part… I did not think of the simple fixes that do not require a part. Is there a way to add a “Yes/No” choice to the field or update it using an “IF” with a comment like “no part needed”?

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Kathryn Carter
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GEspinal Parada 6803647 cfbisdObserver
asked in Assets
End of year bulk reset iPads

Via iiQ and google admin we’ve set up a great workflow to bulk powerwash CBs, has anyone done anything similar with iPads? We are testing intune and iiQ to see if its possible. 

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Participant
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krhilbyObserver
posted in Tickets
Schedule date for ticket to open without using template

Is it possible to create a ticket but schedule a time in the future for the ticket to be open? I see that ticket templates can be scheduled, but I’m curious if it can be done without a template.For example: With a temporary employee, I would like to create a ticket and have it open on the employee’s final day as a reminder to suspend accounts, collect assets, etc.OR I have a random task that needs to be completed 3 weeks from now, so I would like to create the ticket today (while I remember it) but have the ticket open in 2 weeks.

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lpreedom
Contributor
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SNijjar 67f350 highlineschoolsObserver
asked in Assets
Looking to find a way to show the ethernet mac address in IIQ for all Intune devices

Hello When looking up a asset in IIQ the information for the ethernet mac address is not showing up in the networks details in IIQ. I am wondering how I can resolve this 

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MPeters 48079a4 stjacademy
MPeters 48079a4 stjacademyObserver
asked in Tickets
Reply to a "Ticketing" ticket created a new ticket in Facilities

We recently started using the Facilities module in IIQ. Being an IIQ administrator already I have been helping the Facilities team with getting setup. Yesterday we had an interesting occurrence that I can’t wrap my head around. I replied to a ticket in the “Ticketing module”. The requestor replied to that email, but when they did, it created a new ticket in the Facilities module. This has only happened once with an external user (parent). We only use email to ticket creation.I came to the knowledge base and learned how to create a shortcut to send the ticket to Ticketing and vice versa. I updated the “Facilities” “from” email so it was no longer “notifications@”.Any other insight on why this may have happened would be appreciated. Thanks! 

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EStapf_iiQ
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jmayesObserver
asked in Assets
Technology Accessories

How do you handle technology accessories that are issued with a device - ie: power cords, Apple Pencils, hubs or any other accessory without a serial number? Specifically for Staff - retiring/resigning staff that return equipment and say they weren’t issued certain pieces 

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Kathryn Carter
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JBarrett 943750d scschoolsObserver
posted in Integrations
Is there a way to disable a Google user account with IIQ

We use Google SSO to set up accounts for both our staff and students. Our SIS app (Infinite Campus) pulls in stuff like courses, grades, and status. But, when these students leave or graduate, their status in the SIS gets switched to inactive. That's all good because we've set up data mappings to change their roles from "Student" to "No Access." This way, we can keep track of the number of students and devices we have throughout the year.The issue we're running into is that IQ isn't assigning the "No Access" role because of a message we get from the SIS sync. It says “This user is inactive, but we can't change the role to NOACCESS because they've still got an active SSO account and the role mapping isn't set up for this app." I've talked to IIQ support, and they're saying that since the best way to make users is through Google SSO, I would need to disable these users Google accounts first.So I'm looking for a way to use IIQ to help me disable these users Google account based on the SIS

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KSchmus 577346 mybedford
KSchmus 577346 mybedfordObserver
asked in Users
Student History Report

I need a user history report, NOT an asset history report. Does this exist?

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Kathryn Carter
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moffittpObserver
asked in Tickets
Rule for when requester replies

Our agents wanted a rule / status change when a requester replies to a ticket. I created a custom status “Waiting on Agent” with the workflow stage “In Progress”. I created a rule that should trigger when a requester comments, the status changes to ‘Waiting on Agent”.However it seems that I can’t get the role to filter out when an agent comments (however, if they select “waiting on requester” it will change the status). I do the help desk, and assign tickets to other agents. So if I commented, it will say “waiting on agent” (which is not what I wanted for the rule).   Here is the original rule I had:   I made a copy changing the status (only close if required steps) and excluding agents instead)  None of these seem to prevent the rule from triggering when an agent comments. Is there a piece I’m missing in my  rule condition or is this related to the custom status workflow stage “in progress” somehow? Any advice is appreciated!

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Kathryn Carter
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Contributor
RWatsonContributor
asked in Tickets
Ticket varibles for subtickets while using rules

So not sure if this is possible with rules. We have a rule when IQ receives an email from Classlink OneRoster. (system we use to create staff accounts in AD and Google) to create a ticket for onboarding a new user. We have detailed information in the descriptions about that user.On that same rule we have IQ create subtickets for things like setting up a phone and another subticket for ID and another for sending a welcome letter to the user.  Is it possible to pass variables from a parent ticket to a subticket and doing that through rules?   

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Kathryn Carter
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DOliver 8708490 wccusdObserver
asked in Tickets
Automatically Change Team when Assigning Agent

Need agent team to match when reassigning. Example: Ticket is currently assigned to Jane and Team A. Jane reassigns ticket to Ralph in Team B. Ticket stays with Team A unless manually changed. Is there a way to automate the team change based on the agent? (without setting a rule for EACH agent)

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Kathryn Carter
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Specialist
jclarkSpecialist
asked in Tickets
Custom fields on ticket templates?

I feel like this has been asked before, and I also feel like I’ve made it work before, but I can’t seem to find a post anywhere here about it. Can custom fields be added to ticket templates somehow? If not, I’ll post an idea with our use case.

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JBrown 510fc30 misd
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heindiveObserver
asked in Assets
How to export/view user asset checkout history?

We are trying to determine which users/students utilize our loaner devices policy the most so we can identify which users are abusing our loaner policy.Per asset in the timeline tab we are able to see the history of all the changes made to the device including the past owners of the device. However there does not seem to be a way to export the data for multiple devices timelines at once. There also does not seem to be a device history timeline in the user data tabs.We are open to using the API but cannot seem to locate how to export a devices timeline of events.Anybody know how to pull this data? as it seems strangely inaccessible.

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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.. 

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EStapf_iiQ
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Contributor
TechDavisContributor
asked in Assets
Check-Out Process

Is it possible in the Basic checkout to scan a device and then be able to scan a student barcode without having to use the mouse to click the search or the checkout button? Example Current: Scan Asset tag and the system finds the asset then you mouse over to the search bar and then i can scan the student id and the system finds the student then i can hit tab and enter. Hoping to do: Scan Asset tag and the system finds the asset hit tab or put a tab in the barcode which opens the search for the owner to assign bar and then i can scan the student id and the system finds the student then i can hit tab and enter.

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Contributor
zige
Participant
zigeParticipant
posted in Tickets
What do y'all do about tickets submitted without being linked to specific asset tag number?

To help with reporting and audit, our team needs to ensure that every hardware ticket that gets submitted is tied to a specific asset.Ideally, during the ticket submission process, the user should simply select the asset (based on its location, their favorites, by entering the asset tag number, etc.).But what if the user doesn’t do this? What if, during the ticket submission process, the user instead just selects the associated model type from this junk drawer of device categories?If a user selects hardware via this Device Category option, the ticket won’t be linked to a specific asset.Is there a way to flag these tickets as not being tied to a particular asset? Is there any functionality in Incident IQ to require a ticket to be associated with an asset? Could we prevent the ticket from being marked as “resolved” until a specific asset tag/number is linked to the ticket? We’re finding that our users are lazy and don’t want to locate or enter the asset tag for their hardware. Or, maybe

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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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Atlanta, GA 30316