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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)

Hi all, On May 1st, 2026, our JAMF environment went under maintenance and said maintenance was completed at 23:00 UTC on May 1st, 2026. This upgraded our instance to 11.27.1 After this maintenance period, we have noticed unusual issues within our IIQ/JAMF Environments. Most notably these two:1) After updating a device in IIQ (adding a new room, building, etc) the device in JAMF will begin an on/off cycle following the next Sync. For Example, we have an asset with a user, say Shayla Hopkins, and her email, shaylahopkins@district.org. This information, along with building location, is being sent over to Jamf via the JAMF MDM Integration. We have noticed that since this upgrade to 11.27.1, when additional information is added, JAMF is now cycling that information every night. So one day, Shayla Hopkins, shaylahopkins@district.org, and building are all there, the following day, after another nightly sync, all that info is gone in JAMF. Everything

I wanted to see if there’s a way to schedule daily reports for tickets. I’ve been asked to figure out a way to give my department lead a daily report of our team’s open tickets. I know how to create the report, but I want to know if there’s a way to schedule one to be created daily and emailed. Thanks!

I am working on setting up a Google App Script to help pull data on a schedule into a Sheet (similar to this other community post). In this case though I have two views setup (one for assets and one for tickets). I think I have something that might work but this is well outside my wheelhouse and was wondering if anyone in the community has done this/could check my script.This one is for tickets and I’d just swap the view IDs, module, product ID, and sheet name:function pullTicketsPost() { const API_KEY = 'YOUR_API_KEY'; const VIEW_ID = 'YOUR_TICKET_VIEW_ID'; // The Product ID for the Tickets module const PRODUCT_ID = '88df910c-91aa-e711-80c2-0004ffa00010'; // URL targeting the Tickets module with a high result count to minimize paging const URL = 'https://bisd303.incidentiq.com/api/v1.0/tickets?$s=5000'; // Constructing the payload to filter by the spe

Is there a way to email a receipt to the student or parent once you check in and unassign a user from a device?  We are having issues with students stating they turned in their device but they are still assigned to it and can’t prove it one way or the other with 2900 devices in storage.  Or does anyone have a suggestion as to how to better maintain “checked in” device accuracy?

I would love to be able to make better use of the iiQ APIs.If any other users would like to share ideas, repos w code, examples, etc, let’s do it in this thread.Of if you know of other threads, please post them here. 

Hi All,I have always been able to see how old a ticket is in terms of days old. However, as of today, I can no longer see the age of a ticket in days. I can see the submitted date, and can do the quick math, but it was nice to be able to see a day count on the tickets instead of reading a list of dates. Does anyone know how to bring this back? I looked at columns for a bit and didn’t see anything that worked.

We’ve noticed that when our agents get email notifications about tickets, new tickets, updates, etc. in the fields showing the updates the text isn’t formatted with line breaks.  Instead it is all put together with text wrapping.  On longer tickets where there are paragraphs in the ticket is just one big wall of text making it all very hard to read.Considering how many things IIQ does great I find it hard to believe that something as simple as properly formatting the emails is something they can’t do.  Are we missing a setting or something that would resolve this?

We are begining our end of year audit process and i have given the staff instructions on how to verify the assets in there room using the incident iq app. well when they went to scan the asset tag it didnt pop up on mobile but they have claimed there room and in the browser version they cn see all there assets assigned to that room. Any ideas why it would work??

Is there a way to export configured issues/resolutions from one model and import them into another one? We have over a hundred different device models and get new ones all the time. I would like to be able to configure one model’s issues and subsequent resolutions, export them and import them into other models so I don’t have to manually add them to each model we have in our system. 

I have run several Views within Users and Assets.  I need to clean up my files and discard some of these views.  How do I get rid of them?

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!

I am trying to help some of our tier 1 technicians help track tickets that were waiting on requestor where the requestor has responded. Right now the ticket just shifts back to in progress but sometimes that can create issues where they miss that email/status change. Is anyone out there using any creative rules or other ways to keep better tabs on tickets where requestors have responded already? I tried out using a ticket update rule where it looked for any update on a ticket where if it was Waiting on Requestor it would flag it, but that might cause issues when internal updates/comments are added to tickets by a technician.

I am new to iiQ and am the Inventory Secretary for our school districts Maintenance Facility.  I enter invoice data information for All purchases our department makes.  (We previously came from School Dude/Asset Essentials) I know how to enter parts inventory but am searching for a way to enter any purchases (not a part) made for a work order ticket to be listed.  Besides just entering into the action notes field is there a way to set custom fields such as Invoice Date, Number, Cost, Vendor and Who Purchased to my ticket progress?  Anyone else have this available to them?

Is there a way to hide the default “description of issue” so users do not fill it in, and instead fill in the one I custom defined?

“Issue found, it was an old approval workflow that allowed them to work tickets and the users inquestion where accidently taking their own tickets.”  I have come across an issue, I have a small number of tickets that users are somehow creating and after they are created, it shows them as the agent and the status of the ticket is changed from submitted to in progress. They currently are all under the staff role.  I have not been able to replicate the issue and cannot find anthing in the timeline or rules that would be causing it to happen.   Does anyone have any thoughts on this? 

Real-time update suggestion, maybe use redis or any vector database. We like hover notification that someone open the ticket and currently reading. which seem like it should be a separate real-time database that shows real-time so teams know who worked on what. or at least real-time editing or commenting. 

Is there a way to add a count of tickets a user has submitted that have been resolved?We’re looking to set up a combination of custom fields and rules that ultimately let us send out a feedback survey once a user has had 5 of the tickets they submitted resolved. Currently I’m not seeing any actions in the rules section that let me update a custom field that triggers when a ticket is resolved. Ideally a ticket gets resolved, the custom field is incremented +1, then a rule checks when greater than 5, the survey is sent. Not sure if I’m missing something or if there is functionality like that already baked in. Thanks! 

Anyone else noticing that emails are not coming from IIQ this afternoon, April 16th?  We have submitted a ticket but just wondering if others are seeing the same thing.  

Howdy community! We currently limit a certain team to assets at specific locations and in specific categories:We’ve noticed that with these permissions enabled, these users are not able to apply any location filters to custom views:Is this working as intended? Ideally, they should still be able to filter out of the 128 locations they have access to. (Example: I want to filter down to only 1 location in my custom view.)This screenshot comes from a user with the Staff role assigned. The view they’re using is limited to a specific location types, however, this behavior is repeatable across all users and views we’ve tested within this permissions gr

Not sure if this is possible. I would like to create a rule when a student gets added to a ticket as a On Behalf of to run a rule that removes that user as a follower. Not sure if this can be done by variables or by domain my students have their own sub domain @stu.domain.org We are doing this is in the younger grades teacher open the ticket for the student and link the student by adding them on behalf of and they don’t need the emails if go back and forth in the ticket with the teacher.  ThanksRon  

Can someone share their rules for multiple approvals. For example, approved by principal, once approved by principal sent to curriculum director, once approved by curriculum it’s sent to IT.

In Assets Explorer > Devices, is there a setting to allow asset tags to be sorted correctly numerically?Current sorting is 1-9, example:10,000110,00020,00065,000610,00070,00090,000etc.Rather, it would be helpful to sort having 10,000 [oldest asset] to 610,000 [newest asset].

Does the API support creating KB entries?Or is their any other method for efficient KB article creation?We have a lot of documents we have created for new policies and systems, and I’d like to know what options are available with the iiQ KB for efficient KB article creation.

Hello,I am looking for the specific payload requirements to programmatically create Knowledge Base articles.I noted a previous discussion where it was mentioned that KB creation might not be supported via API, but I have made some progress: Confirmed: GET /kb/articles/{id} (Read access works) Confirmed: POST /kb/articles (Search/List works) I am now trying to identify the correct endpoint and schema to create a new article. When attempting a POST to create, I need clarification on: The specific endpoint for creation (if different from the search endpoint). The required JSON structure (e.g., Tit