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Hello, curious if there is a way other districts handle this.I have an audit setup for our checked out 1:1 student Chromebooks that looks for most recent user matching owner. The trouble being, when a student changes their name they get get a new email address to match the new name and their old email becomes an alias in Google (it still is all under the same profile in Google technically). This means IIQ now has a new email for them in their profile.The issue I am seeing is the audit fails because it still sees them using their old email as most recent user (which IIQ does not tie into the existing profile that now has a new email).Outside of having students remove old profiles from a ChromeBook and sign in under their new primary email are there any other solutions?

Is there a way to create a ticket view to see tickets with two specific tags? Currently if I select two tags in the filter, it acts as tag x OR tag y instead of tag x AND tag y like I’m wanting. My use case is that we have a tag that tracks what warranty vendor a Chromebook is sent to and another tag that tracks if we had to send it to them more than once. I’d like to make a view to see all tickets where we had to send a device for repair more than once from a specific vendor. I did notice that making a view using the overarching “this was sent more than once” tag, than using the filter feature for the vendor tag will do what I’m wanting, but it isn’t optimal.

Hello!I’m working with the incident IQ API, and was able to get the API to work for some get methods, but what I need is a way to get all the ticket IDs through the API, but was not able to figure it out.I’ve been reading through the documentation below, but haven’t found a way to get all tickets.https://incidentiq.stoplight.io/docs/v1/Could someone please help me or point me towards the right direction?Thank you!

I have a group of laptops of different models that we use as electronic hall pass kiosks.  I thought I’d create an asset group but the models are not the same.  They only share location and their purpose as kiosks.  How can I group them so I can view them all?  Thank you.

Should be simple but not seeing a way to have IIQ auto create a ticket. I played with Rules on this with limited success.. I hope I am missing what is right in front of me. I know there is ways to do this for an Asset… But I need a ticket created each month around Data queries that need to be pulled. 

Is there a way to merge duplicate tickets that users have submitted?

Is there a difference between editing an asset and clicking “Unassign” under owner versus going to “Assets” → “Check In / Out”?

Under ‘Administration > Ticket Statuses’, when I create a new Status, there are options to select Workflow and Workflow Stage. How do I edit the Workflow and Stages of the Workflow? The only workflow in the list is ‘Technology - Default Workflow’, and it’s a searchable list… so I’m assuming more can be added.

Im setting up a ticket workflow for application approval requests. The intended process is for the ticket to go to my supervisor for approval, and then route back to the technician for final processing and closing.The issue is that even after approval, the workflow status remains 'Send for Approval,' which prevents the technician from closing the ticket. Could you advise on how to fix this status update error?

Hello: I am looking for where do I find the update. This is saying our connection is not supported. Where do I find the new supported API?   

Good morning!  I have an organization that my school system works with that has several individuals who may book spaces for different professional development sessions, etc.  There is not one (or two, or three) central person (people) who coordinate(s) the scheduling, and it would be impossible for them to make that happen.So, is there a way to add additional contacts to an organization?  I can find nothing that would lead me to believe so, but I also am certain I am able to miss  something.  If there is not, has anyone had a similar experience and found a way to work around it? Thank you in advance for any help you can provide!

Need guidance to structure a communication workflow for managing active incidents in IIQ using the Announcement App, ticketing, and tiered user alerts.   

Hi Community,How does one go about creating a rule for new requests that filters on the following criteria:Asset Owner of selected device has a “Student” role Requestor is a student or opened on behalf of any studentThe goal is to assign a ticket with a lower priority (like 50) if the device belongs to a student.I see a lot of options to filter by User names but can’t seem to filter by the properties of the User.

Is it possible to list only the fees that have not been paid when running statements? Right now when I run statements for students every transaction prints - even the ones that have been paid. Is there just a way to show only what is due? This statement should be a 1 liner for $35 as that is the only ticket fee that is due.  

It would be great if we could have an option under Rules for “When Updated” under Users.If X role updated or changed to Y Role.For example,When a student leaves our district they are changed to No Access.When a staff member leaves our district they are changed to No Access.I would love to be able to make a rule for each situation;The rule to make a Staff Leaving ticket when the role changes/updates from Faculty to No Access. The rule to make a Student Leaving ticket when the role changes/updates from student to No Access.thank you.

How are other districts handling Public Records Act requests with Incident IQ?  We have a request for all tickets with specific search terms.I need a way to find all tickets by these search terms (about 20 terms) and a way to export the tickets in bulk to send to our legal team.

Hello,I’m looking for documentation, knowledgebase and/or instructions regarding the SFTP option in the Export tab of the View Designer as I can’t seem to find anything regarding it.My goal is to export views from iiQ into our SFTP server in order to access within our database. I’d like to confirm that I’ve set up our credentials properly and also have an actual time as to when the view exports each day.Ideally, I’d like to be able to set the SFTP export schedule myself, but it would at least be helpful to know when the export happens instead of just “each day”.I’ve included a screenshot for reference. If there is any other information regarding the SFTP Export, I’d be happy to receive that.Thank You,Jessica

Hello, We currently have Teaching staff setup to view assets only assigned to students that are rostered to their classes/classrooms.  They have resently come across some issues checking devices that are left around the classroom that are not assied to their rostered students so they cannot see the device/s.     Is there a way in the Asset Explorer permissions to give them access to say all chromebooks at their assigned location only and not see other assets that are in the Asset Explorer? Thank you.Jason

Is it possible to send emails on a schedule where users with devices checked out to them receive an email with a list of all the devices they have checked out?  I don’t want to spam teachers with 30+ individual emails, 1 for each device they have checked out.

Asset still shows previous user as the owner of the device even after it has synced with Jamf. All info is entered and correct in Jamf. How do I make it so Incident IQ updates the device owner as well?

Is there a way to send monthly reports to school administrators and supervisors on tickets and/or broken devices for tracking purposes? I know there is the analytics report but it only downloads in a pdf or image file which really doesn’t look good. Is there a way I can automate this process to where it is done every month to certain people?

I am looking for a way to pull out a specific field from our SIS integration with Synergy.Our users sync with ADFS and we do sync with Synergy classes and other data, but I am looking for one specific field from Synergy called " Administrator Name: " How can I add that field to write to IIQ (only a 1 way sync is needed here to write that admin to IIQ)I have put this in as a ticket as well just not gotten any answers if this is even possible.  

I created a new issue category but it's not populating when I create a ticket. I created the new issue category under the “other issue” tab. Hopefully this makes sense.  

Is anyone else having issue adding image to added models. I added a number of models for our environment and want to start adding images to them.  I noticed two things It is allowing me to add the image but when I hit the Save button. It does not do anything. It is allowing me to add the image but the Save button is disabled. There is no issue when I am adding the image while adding the model. Thanks in advance

We added Events and Facilities this summer in hopes to created a unified, seamless experience for our staff.  Unfortunately, we are not seeing that.  I have discovered that when Faculty submit an event from Ticketing, they do not have the same options as if they were in the Events platform directly.  Conversely, if Faculty are in the Events Platform, and try to submit an IT Ticket, the categories and issues I have created in the Ticketing Platform do not appear.My question is, is there a way to disable the option to submit Events from Ticketing, so that only IT and Facilities tickets can be submitted: AND, remove all of the other options when in Events.  So it would force all Faculty to use Events to Submit Event reservations and NOT submit IT tickets.   What would be ideal is if everything behaved the same in Ticketing and Events, but we are just not seeing that right now.  It’s causing unnecessary confusion for Faculty.