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1715 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.  

350
Hannah Bailey
9 month ago
J
Participant
jo.cpaParticipant
asked in Tickets
API - Create ticket with Follower

Looking at this documentation to create a Ticket and add a Follower at the same time.https://apidocs-cdn-g84-useast2.incidentiq.com/docs/v1/c2063c5b4a522-submit-a-new-ticketBut, I’m unsuccessful.  Is anybody able to accomplish this?I’ve tried“TicketFollowers”: “UID”“TicketFollowersUserIds”: “UID”“TicketFollowersUserIds”: [“UID”]

31
J
2 hours ago
C
Craig EllisonObserver
asked in Tickets
Can't Delete Ticket with Required Action

I was testing “required ticket actions” to force the agent to change issue type from “Other and Not Listed” to the correct issue. The action appeared on the ticket, but I couldn’t confirm that the required action took place.I updated the Issue Type to the correct one and confirmed the issue, but I still couldn’t “check the box” or “refresh” the ticket. I then:Removed the required ticket action from the rule—no change. Deleted the required ticket action—no change.Now, I have a ticket I can’t resolve or delete, even through bulk delete. Any advice is appreciated. 

331
Kathryn Carter
9 hours ago
L
Participant
lhofiusParticipant
asked in Assets
Asset Check Out Date - Variable Data Point

Is there a variable data point that tracks the date an asset was checked out? I want to send a reminder email through the Rules Engine to users who haven't returned their loaner device after a specific number of days, including the date it was originally checked out to them.

152
Kathryn Carter
12 hours ago
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jgraham 40398da asdk12Observer
asked in Assets
Filter - Asset Recent User Mismatch

I’m trying to apply the Asset Recent User Mismatch filter to an Asset View of Chromebooks that I’ve created and the results returned are far greater than I was anticipating. Does that filter pull only the most recent user to login on the device or does it pull all users that have logged in at some point?

152
Kathryn Carter
12 hours ago
J
John TUPSObserver
asked in Tickets
Waiting on Requestor Reminder

I want to send a reminder to the “Submitted By” user, two days and then five days, after the ticket status has been set to “Waiting on Requestor.”On the fifth day reminder, I want to let them know that the ticket will be automatically closed within the next 24 hours, and then have it do just that.

244
Kathryn Carter
14 hours ago
D
DAdmin 247b1c8 rsu39Observer
asked in Tickets
Does this ticket contain protected student information?

I am wondering what this option does if you say yes?

5212
J
Specialist
16 hours ago
A
ABaker 813353e southcountryObserver
asked in Tickets
Calendar Viewing

Hi, I thought I’d submit an easy question today, at least easy for the community maybe. I have two users have identical permissions in IIQ but one can view the calendar a their location and the other cannotI can’t see any difference in any specific settings between the two. Their roles are the same. the only thing I’ve been able to come up with is for one user to clear their browser cache.  Any ideas on why this may be happening?Thanks, Al

233
A
4 days ago
C
christine214Observer
asked in Tickets
Can you set up and agent to view tickets only?

I searched through the community but I am not seeing quite what I need. We have a Principal who wants to view the tickets for his building.  Is it possible to make him an agent and give him view only access?  Can we make it so he can only see his building?  Regardless, of whether he can see all tickets or only his building - the more important question is the 1st one.  Can he get view only access? I know he can be added as a follower if we need to go that route.  But I don’t believe you can view closed tickets and he wants the ability to look at those.

252
C
5 days ago
A
amacObserver
asked in Assets
How to see MAC address and\or IP address for device assets?

Chromebooks are showing way more information in Asset Explorer than Windows devices?  Why is that?  Does something need to be enabled?

538
A
Participant
5 days ago
C
CKnecht 297d660 sacsObserver
asked in Assets
Asset Duplication in import incorrect

How do I find the reason something is marked as a duplicate in my import? Can't tell which field is being marked as the duplicate. My settings are match asset tag or serial number but the list of duplicates doesn't check out. Most of the marked duplicates are NOT duplicates - I've gone back through my import file.

381
GWeiland_IIQ
5 days ago
M
mprinsObserver
asked in Assets
Searching by previous serial number/asset tag?

Hi everyone! We have a small number of devices that we think have had their asset tag and/or serial number changed in Incident IQ. Is there any way that we can find those devices by the old asset tag or serial number, the same way we can for Previous Owner? If using the API is necessary, I’m happy to do it that way, but I’m not sure I can see a straightforward way even with the API.Thanks for any help!

204
Kathryn Carter
5 days ago
MPeters 48079a4 stjacademy
MPeters 48079a4 stjacademyObserver
asked in Tickets
When changing issue the ticket reverts to "start ticket"

Recently I’ve noticed a change in behavior when I “Change Issue”. Because all of our tickets come in via email we assign the generic “Other” issue to it when it’s received. Then the ticket is assigned to our team and then an agent. The agent will then update the issue using the “Change Issue” button.Recently I’ve noticed now when I push Change Issue, it reverts to start ticket after changing the issue, even though the ticket was already started. We have to then click start ticket again to the issue will be changed and confirmed. Is this the intended actions moving forward?

11414
Cozmo03
Participant
5 days ago
M
MSpero 307447f bscsdObserver
asked in Users
user photos

is there a way to block students from adding a picture to their account?  Thank  you!

544
Kathryn Carter
5 days ago
N
nafcsahunter
asked in Users
New to IQ users not able to login

I’ve had a ticket open for a bit trying to figure this one out, but no luck, so thought I could try the community. We use Google SSO for all logins - this connection has been up and working pretty flawlessly until the last few weeks. Now, when we get a “new to IQ” user trying to login to IQ, they get an error message saying: “Login failed: That user is not set up in IncidentIQ”. (When I say new to IQ - we had some users that have been here for months just try logging into IQ for the first time getting that message, as well as brand new users trying to login). I see their account info being created with the Google SSO integration within IQ, but for whatever reason it is not letting them login. Any help or thoughts would be appreciated. Thanks!

8912
A
6 days ago
M
MJobson 810f357 ticsdObserver
asked in Users
Google SSO issue.

Good Morning, Im having an issue where my supervisor can’t login using SSO. His account is showing as authenticated by local provider. In the logs he is showing as being synced. I’m new so please bare with me. 

788
Kathryn Carter
6 days ago
E
EDuffield 267cd0c lmsdObserver
posted in Integrations
Does anyone use the rules engine with webooks to update Jamf Pro?

I really want to get Jamf more in sync with incident IQ. Some fields are available to write back to jamf by default but others are not.One thing we’re struggling with is device asset statuses and how to handle them when they change. I would love to be able to have a rule(s) to update jamf with the asset’s new status in an extension attribute whenever it is changed in Incident IQ, does anyone have anything like that setup?

191
Kathryn Carter
6 days ago
K
kcullenObserver
asked in Tickets
Monthly Ticket Report

Is it possible to have a monthly ticket report automatically generated and sent to specific users? We have a need to have a monthly report generated that shows all the tickets entered in a given time frame and ticket status/resolution.  

363
K
6 days ago
C
CKent 563a94a sheldonisdObserver
asked in Other
Exporting csv limit

Good morning, I am trying to export a file for assets that we have in district for auditors however I am running into an issue where it will only export 500 devices out of around 2400. Is there a way around this where I can get all the devices in one export?

7614
J
Participant
6 days ago
C
Contributor
chewbContributor
asked in Assets
Where did the view tickets button go?

When I scan an asset, there is no longer a view tickets button.  This was really handy because I am a field tech and I work on chromebooks daily. 

184
C
Contributor
6 days ago
N
nunesaObserver
asked in Tickets
Ticket is attached to device, but not the owner of the device

I had a couple questions about best practices when creating tickets. We've noticed that when creating tickets for chromebooks or iPads using the "New Ticket" Button,  once the ticket has been created the ticket doesn't attach the owner as " requested on behalf of " unless we do it manually after. Is this normal? If I create a ticket on the device info page it does attach the asset owner automatically. Is there a reason for this? or is it just a glitch?

413
Kathryn Carter
6 days ago
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>

101
Kathryn Carter
6 days ago
A
ABaker 813353e southcountryObserver
posted in Other
Tagging/Comments, Date Restrictions, Event Rules, and Outlook Integration

Hello,Thank you for all your help here in the IIQ Community.Please bear with me as I get more acclimated to our system. I apologize in advance for the length of this post—I'm aiming to be as detailed as possible. If anything, this helps me organize my thoughts for our IIQ rep.Below is a summary of issues reported to me by users, followed by potential solutions I’ve identified for handling them in IIQ, as well as options I may have as an admin. I’m curious to know what’s possible in IIQ and what I can manage on my own without always needing to involve IIQ support.1. Event Denial for Specific Dates (Principals Denying Dates)Problem: In our previous system, principals (or any approvers) could view all event dates in a request and deny specific dates within the request. In IIQ, they are unable to do this. For example, when conferences are happening but not in the cafeteria, principals may want to deny outside groups from booking the space on specific dates but not block the entire event.Fo

222
NBurke_iiQ
7 days ago
MArchuleta 473789d eosd
MArchuleta 473789d eosdObserver
asked in Tickets
How do I make a shortcut?

Hello!I’m curious on how I make a shortcut? I see the option for them when I’m inside a ticket, but unsure how to set them up prior to that screen. Furthermore, I want to make a shortcut to add resources to a ticket of issues that we run into fairly often. Thanks for any help! !--a=1-->

344
smcelmurray_iiQ
7 days ago
A
ABaker 813353e southcountryObserver
asked in iiQ Facilities
Routing, Calendars, Manual Toggle, and Shortcuts

Hello,I’m new here and grateful for this resource. I’ve been advised to start a new topic regarding some ongoing issues with our organization’s setup of Incident IQ after the initial implementation. Some of these issues were raised with Incident IQ support previously, but from what I understand, they weren’t fully addressed or configured as planned. I’m coming in at the end of this process, so I wanted to outline the key concerns.Here are the main issues: Routing Pathways: We need to create missing routing pathways to ensure events are routed correctly for both pending and approved organizations. Calendar Integration: The calendar integration needs fixing so that manually approved events display the correct approval icon on the calendar. Manual Toggle for Missing Organizations: We need to finalize the manual toggle for missing organization names. This will allow admins to process events without requiring organizations to resubmit their requests. Shortcut Routing Issues: There are

7014
Kathryn Carter
7 days ago

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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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