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1973 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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Participant
jo.cpaParticipant
asked in Assets
Custom Fields - with Filters?

We have multiple users that have the same permissions, but are seeing different abilities to apply a Custom Field as a Filter.  Notice how Custom and Application are missing from the second screenshot.Anybody else experiencing this?  

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J
Participant
A
Participant
AMeyer Greendale SchoolsParticipant
asked in Other
Community emails marked as spam?

As of this morning (possibly earlier than today), any email from the iiQ Community is landing in my Gmail spam folder. The messages have a banner above them that states: “The sender hasn't authenticated this message so Gmail can't verify that it actually came from them. “Screenshot below. Is this something on our end that needs to be addressed? 

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A
Participant
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ALopez 6208534 alamosa
asked in Assets
Custom Fields not loading

The custom fields in my asset views are not loading.  The custom fields are also not showing up in the bulk “Set Info” menus.

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Kathryn Carter
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JStithObserver
posted in Apps
App selections have disappeared in all my views.

All the app selections have disappeared in any created views and are not listed when you try to add them back.!--a=1-->

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J
nathaniel_lindley
Participant
nathaniel_lindleyParticipant
asked in Assets
Filter Devices by OS Version

We are starting our migration from Windows 10 to Windows 11 on devices.   We have created Views of the laptops eligible for the upgrade for a building and want to also filter by the OS version.  Currently we import Windows devices with SCCM integration (Windows 10) and will be integrating with Intune when they are upgraded to Windows 11.   the SCCM app pulls in the “OperatingSystem: Microsoft Windows 10 Education" but I can’t seem to map it to a custom field or use that as an attribute to filter views by.   I’m workking with IIQ ssupport to see what is possible.  Does anyone else filter Windows devices by Operating system? 

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J
Participant
MAndrada 510b733 powayusd
MAndrada 510b733 powayusdObserver
asked in Tickets
Is there a permission setting that allows the Staff or Faculty role to use the global search to search for their own tickets or ones they are followers on?

I came across a post mentioning that, by default, the Faculty and Staff roles cannot use the global search feature to find tickets — even those they’ve submitted or are listed as followers on. However, some of our Faculty/Staff members have multiple pages of tickets, so having access to the search functionality would be very helpful for them (that way they can search by certain keywords or for a specific ticket number).I found that enabling the “View Tickets List and Details” permission allows the search feature to work, but this also grants visibility into all tickets — which we want to avoid. I’ve tried restricting the scope using the “User’s assigned location” conditional filter, which helps lower the number of tickets visible, but this doesn’t limit the view to only the tickets a user has submitted or is following.I know that enabling the “View Tickets Nav Item,” allows them to create custom views as well as can limit their view to only the tickets they are following - but again, w

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Kathryn Carter
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Participant
Daniel PParticipant
posted in Users
"Department" and "Employment Status" attributes

Hi there,Somewhere by the end of 2021, IIQ incorporated two new attributes for filtering user views: "Department" and "Employment Status". I remember getting exited about this because it would add really valuable information we could use to create more granular reports based on job-related attributes. however I’m finding two problems:I don’t seem to find any evident way to map these attributes out to existing data within our SIS or Google SSO apps, or any other apps There is no way to add "Department" or "Employment Status" columns in the user views to make this data visibleGiven these shortcomings, I’m trying to understand why these attributes are even there, or perhaps I’m not understanding how to use them? Thank you in advance for any thoughts/comments you may have to share on this 

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iljared98Observer
asked in Assets
Updating Asset via API

Does anyone have a payload to unassign an asset from a user, along with setting the verification date? I’m able to pull information from the API for a device but am having trouble updating fields on said asset.

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Kathryn Carter
A
ATridgell 501244 wwrsdObserver
asked in Other
Platform down?

Everything is running extremely slow or not loading at all, both on the ticketing side and asset side. We can’t do anything on the platform. Already tried the usual troubleshooting of clearing browser cache, etc. The platform status page states there’s no issue.

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bwilkerson
Contributor
bwilkersonContributor
asked in Other
Performance Issues 6/16/25

Anyone else having performance issues with IIQ?  Blank pages.  Data not loading.  I cannot even submit a support ticket because no options to select will load.   

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K
A
along0931Observer
asked in Tickets
Ticketing to Email Question and Parent Account Access

Currently, our SIS team receives emails from people outside our domain, like parents. The team is looking for a solution that can assign emails to members of the team to indicate ownership of work. I know we can use IIQ to set up a way to create tickets from an email address and have those tickets assigned to a team. One of my concerns is that we don't allow parents to have accounts created in IIQ. This means when a parent gets an email response from IIQ saying they have a ticket created based on their sent email, they're going to see a button that says "View Ticket Details." When they try to click on this button, they will get an error message when they try to log in. I also know we can work around this by having accounts automatically created. The problem I have with this process, though, is the possibility of the parents discovering the agent's email address or phone number within the ticket. They would like to make sure their contact info isn't automatically discovered by the publi

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BStead 367a84d nclack
therealt
therealtObserver
asked in Tickets
email to ticket auto location set

Can I setup a single email address to receive all helpdesk requests and then automatically set the location of the ticket based on the location of the sender?  Our IIQ instance is Google integrated.  IIQ should “know” the location of the sender.

925
Kathryn Carter
RRigo 1700634 sageoak
RRigo 1700634 sageoakObserver
asked in Apps
Creating A New Policy - Not Showing for Selected Group

At our school, we are preparing for the new year ahead and as such, we are sending out an updated Technology Agreement via the app “Policy Manager”.  We have all Alert Methods selected: “Dashboard Widget” and “Popup message on login”. It is designed to go out to “Faculty” only so our school is selected as the Location and “Faculty” is selected for the Role. We have the policy saved. When we test this with our test Faculty account, they neither receive a widget on their Dashboard nor a popup message upon logging in.Would I please be able to get some assistance getting this rolled out to my Faculty? Thank you for any help you’re able to provide in advance! 

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LWoods_iiQ
lpreedom
Contributor
lpreedomContributor
asked in Assets
IIQ Assets Not Working.

Is anyone else having issues with IIQ? I can’t even put a help ticket in. I can’t see any of the assets we have in our district.

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Kathryn Carter
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BClark 7201f5e kippneworleansObserver
asked in Assets
Printing Asset Labels

Hi, I need to print Asset labels with the Serial Number and not the Asset tag. Is this possible? Thanks in advance.  Brandon

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christine214Observer
asked in Other
Is IIq down?

Is IIQ down for anyone else?  I am getting lots of blank pages or spinning circles.  Been about 10 minutes now.  Nothing on platform status page saying its down.

874
LWoods_iiQ
bclark
Mentor
bclarkMentor
asked in Tickets
Ticket Creation Rule seems to be ignoring who the agent is?

Possible bug? Maybe (hopefully) operator error? I was trying to create a rule today to act on tickets submitted by 2 specific Agents. I was testing and created a rule under Ticket Creation where the only filter was Agent is bclark. I would then enable this rule and move it to the top of the "Tickets When Created" list.What I found was after creating a ticket the rule was not triggered. The log just says it doesn't match the filter. The only thing I can think is that when I create the ticket it's not recognizing me as the Agent. I tried a couple other routes. For example, was the source the app or mobile. This was ignored too (in this case the app WILL be the actual source). I also tried adding a custom field to my profile and that wasn't an option for filtering. Neither is who submitted the actual ticket.Interestingly, other ticket created rules I have are working fine, ie if it has this issue give it to that agent.Any ideas? Edit to add I also tried a “When ticket is updated rule” and

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RStiles 600a3e4 bmtisdObserver
asked in Tickets
Duplicate tickets being created from email

Hi Everyone! We just started with iiQ (2nd full week in) and are running into an issue with duplicate tickets. In this instance two seperate emails were forwarded to iiQ and tickets were successfully created, but each ticket was created twice. We have gone through the tickets and verified they are the exact same and talked to the sender and confirmed they only sent the email once per ticket. Any ideas on what could be causing this or how I can prevent it in the future? We will be using the email to ticket feature a lot and the last thing we would like to see are a lot of duplicate tickets. Also another question related to these tickets. For both of these tickets the body of the email was not included in the creation of the ticket, so we are only seeing a subject line and a blank ticket, plus the picture that was attached. When going to the emails tab on the tickets and opening the originating email message you can clearly see and read the body of the ticket.Any ideas on that? Thanks fo

241
Melissa_iiQ
TCummings 9174959 juhsd
Contributor
TCummings 9174959 juhsdContributor
asked in Tickets
modify or customize email notification subject line or email rule variables on ticket creation

Is it possible to modify ticket notification subject line to include more detail? We have a ticker that uses the subject line to display and would like to have an email sent on ticket creation with ticket number, subject, location etc.   I tried creating a rule but did not see a way to create variables or expressions in the email rule. For instance are old system web help desk had this: <ticket_id> = Ticket number <request_type> = Request Type <status_type> = Status Type <priority_type> = Priority Type <client> = Client's full name <client_short> = Client's first initial and last name <client_phone> = Client's primary phone <client_email> = Client's primary e-mail <assigned_to> = Party responsible for Ticket (Tech, Tech Group, or manager) <assigned_to_short> = Short form of <assigned_to> (uses initials for first names) <tech> = Tech's full name <tech_short> = Tech's first initial and last name <tech_phone&

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Kathryn Carter
E
ERoscher 4731c78 vsdbObserver
asked in Tickets
Semi-Annual Ticket Template

We’d like to be able to make ticket templates for our PMs at a semi-annual (twice per year) frequency. The system has options for annual and quarterly which we can work with, but a lot of our PMs are scheduled on a semi-annual basis to match the start and end of the school year. We could write two different ticket templates (Spring/Fall) under an annual basis or make it a quarterly PM and ignore two of the quarters, but neither are efficient. 

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EStapf_iiQ
E
ebloomfield33Observer
asked in Assets
Best practice for assigning classroom technology to teachers

Would like to know how you assign devices to teachers.  In my building I like to assign not only the district provided laptop to the teacher but the other tech devices in the classroom.  They have a monitor, Airtame streaming device, Epson projector and phone in the classroom.  I do this because if they need to create a ticket for lets say the projector it already has them as the owner and makes it quicker to submit a ticket.  One issue someone on our team has brought up is when teachers move classrooms.  This would require us to make those changes or else they possibly could be submitting tickets for devices in the wrong room.  Is there anyway to set a device owner as lets say the room.  Does anyone have something they do that seems to work well.  My concern is that it would take more steps for a teacher to put in a ticket for one of those devices since they aren’t the owner.  Would quick tickets work?  Thank you

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JMcMillan_iiQ
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DAdmin 833b73b nacisdObserver
asked in Assets
Questions about what is the best practice for showing devices are off for repair?

At my district when we can’t fix a problem in house we send the device off for repair. What is the best way to show that these devices are at the repair location. Is it to make a repair location and assign those devices to it or is there a better way? 

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MPeters 48079a4 stjacademy
MPeters 48079a4 stjacademyObserver
asked in Other
Chrome Version 137.0.7151.69 unable to access Help Center

I’m using Chrome browser Version 137.0.7151.69 (MacOS) and cannot access the Help Center. I switched to Safari and I was able to access the Help Center to make this post. After clicking “Help” it takes me to the page in the screenshot below. The sign in button doesn’t work. I can request a verification code but when I receive one it brings me back to this page. The “Help Center” link in the upper right corner of the screen doesn’t work either. I have cleared the cache and this does not fix the issue. Is anyone else having a similar issue?

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EStapf_iiQ
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I.T. tech MayfieldObserver
asked in Users
Graduating Students with devices and sending them notice letter.

Is there a way to send a notice letter as we are nearing Graduation to our seniors that have devices to return them?

463
Kathryn Carter

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