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1667 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.  

300
Hannah Bailey
8 month ago
E
esamObserver
asked in Tickets
Limit ticket access to group

Is there a way to limit access to certain tickets to a team?I have assigned the ticket to a team but other agents can still view it. We want to limit access to tickets that might have sensitive data.Thanks

588
E
21 hours ago
TCummings 9174959 juhsd
Contributor
TCummings 9174959 juhsdContributor
asked in Users
Custom Permissions to prevent level 1 techs from seeing level 2 and 3

I have an issue where when a ticket is in level 2 or 3 or assigned to manager, we have reasons we want them to stay there and a over zealis level 1 tech assigned the ticket to themselves and works on it, sometimes we are waiting on the “go ahead approval” or have other factors, etc where we don’t want this to happen. I have tried making custom permissions but I cannot seem to achieve what I want.Does anyone have an idea how i can solve this?I just don’t want level 1 agents to be able to either see or assign level 2 and 3 tickets to themselves.  My main concern which i have seen happen many times is we send a level 2 or 3 person to actively work at a site on an issue and the level 1 person just takes the ticket and starts working on it at the same time, this is something that we would like to stop. When we had web help desk it was possible to make certain ticket categories or level not visable to other levels. 

201
JustinRaynor_iiQ
Contributor
21 hours ago
M
MaryReedObserver
asked in Apps
IIQ Location is wrong

I need help resolving a problem.  We use Infinite Campus, which syncs with IIQ.  Recently, we had an issue where our Google SSO failed one night, specifically with the groups.  I don't know if that has anything to do with it, but we resolved it the next day.  A few days later, I noticed that our district employees' locations were based on where their children were enrolled in the district.  For example, my location is Central Office, and my daughter is enrolled at the High School.  My location is now set for the high school.  If I change my location manually after it syncs that night, my location changes back to the High School.  The problem we now have is when employees submit tickets, they route to the wrong location.  We also have several staff and students in the unassigned (Temp) location.  IIQ support said the issue was on our side; however, our locations are correct in Infinite Campus.  We use One Roster, and I'm unsure if that has anything to do with it.  I do not have access t

7911
Kathryn Carter
22 hours ago
C
Contributor
chewbContributor
asked in Assets
Export Room Detail

I am trying to export detailed room information into a spreadsheet and it will not. I see it on the screen, but when I export it, it only shows the building and not the room.  Attached are what I need and what I get.Any help on how to get the “gondola f” portion of the room information into the spreadsheet would be much much appreciated as I am attempting to look for these assets.

204
Kathryn Carter
22 hours ago
L
lkinslowObserver
asked in Assets
device on ticket watch list

I was looking to see if we had the ability to have a device placed on a watch list for actionable tickets. For example. SN# XXX has a history of 5 or more tickets with same type of issue. Place it on a list to be alerted if it returns with the same issue again within say like 30 days.

101
Kathryn Carter
23 hours ago
D
DAdmin 560bcc4 ccslObserver
asked in iiQ Facilities
Remove Time Entry

Hello everyone, I am going through the facility tickets and as one of the resolution actions is “repaired” but it prompts for a time entry (the time it took to repairs). Is there a way to remove the requirement to enter the time entry when selecting Repaired as resolution action 

81
Kathryn Carter
23 hours ago
J
JSnodgrass 836fc4 ysd7Observer
asked in Tickets
Is there a way to display the room number on the default view of tickets?

Often I use the app on a smart phone. It would be nice to see the room number without clicking into the ticket and scrolling to the room number?

6612
A
Participant
1 day ago
M
MWhited 1874319 heartlandaeaObserver
asked in Tickets
Out of Office message on ticket creation

Our office is going to be closed for the holidays. How do we include an out of office message on every ticket creation email?

362
M
1 day ago
E
esamObserver
asked in Tickets
Dynamic Filters

Hi all,Is there a way to create a ticket view that has dynamic filters based off team and location? Maybe iiQ has a permission setting that will do this?We have 10 locations and 3 roles at each location. I am hoping I don’t have to create 30 views.Thanks

273
E
1 day ago
D
DBrown 1738381 ccpsObserver
asked in Assets
Tracking Devices Submitted to the Depot per Day

Is there a way that devices coming into the depot can be tagged as they are scanned so a report can be generated for a daily report?

368
Kathryn Carter
2 days ago
A
Participant
AMeyer Greendale SchoolsParticipant
asked in Assets
Variable not working in email notification?

I may not have a clear understanding of using variables for emails, so if I’ve got this wrong please let me know!I’m exploring the idea of sending an email notification to specific staff members if a user leaves our district & still has a Chromebook assigned to them. I have the notification set to come to me for now.I received my first notification today, and the asset information was not included, just the variable name(s).  I’m wondering if the email can’t reference the asset info since I’m using a user-based trigger? Do I need to switch to an Asset-based trigger?Here’s the structure of my email:As of {{User.ModifiedDate}} {{User.FullName}} is no longer with the school district. They have the following technology resources to be returned.Asset Tag: {{Asset.AssetTag}} Serial Number: {{Asset.SerialNumber}}

343
A
Participant
2 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?

619
Kathryn Carter
2 days ago
S
sbloomObserver
asked in Integrations
InTune Location Management for Ownerless Devices

Our district has a large quantity of Windows devices in InTune, which are being synced to IIQ. Previously we had the option enabled to update asset location to the user location when syncing. This became an issue for any device that had recently been imaged but had not received a new owner yet, primarily loaner and spare devices that we keep at the district tech office. When updating the location in IIQ, the manually set location would be overwritten by the default location from the sync each morning. Does anyone have a method that is working well to exempt or better manage the ownerless devices, while maintining the asset location sync to user location feature? 

1033
Kathryn Carter
2 days ago
bwilkerson
Contributor
bwilkersonContributor
asked in Assets
Granting users to check out/in only certain devices

Sorry if this has been asked before but I could not find any information on what I am trying to accomplish.  We are a one school school district and we have set up locations for the school and additional location for items we have retired and disposed of just to keep things separate.   I wanted to see if we could give a user rights to only check in/out certain equipment within a location.  It seems that the only way I can see to do this is create a separate location.  To me that adds confusion as the devices are not really in a separate location but rather a sub location.   Here is a scenario I am trying to accomplish.Our special services department purchased some devices that they want to check out to their teachers aides when needed.   If I give the department secretary the permissions to check items in and out she can see all items within a location when I only want her to see what items she needs to manage.A similar situation would be in our Art Department where the teacher would w

133
Kathryn Carter
3 days ago
zige
Participant
zigeParticipant
asked in Other
Assigning a unique icon for issue categories — instead of a nondescript folder icon

Issue categories can be better differentiated with unique icons (e.g. a “wi-fi” icon for issues about internet, a “mouse” icon for issues about peripherals, etc.). This makes it much easier for users to find what they’re looking for!I started by creating custom issue categories for various models in Administrator > Issues. After creating the issue category, I noticed that if I hover my cursor over the name of the custom category, a “pencil” icon appears allowing you to not only edit the name, but select an icon for it as well!  In the above example, I created a custom category called “* Internet” and assigned a “wifi” icon to it. However, I ran into an issue — the selected icon never appeared anywhere. I had hoped it might appear on the boring, nondescript folder icons on the ticket wizard, but no luck. In fact, I didn’t see this icon appear anywhere. Not even in this list of issues.What am I doing wrong? Thanks.

25512
Kathryn Carter
3 days ago
C
christine214Observer
posted in Assets
Field Data Disappearing

I have already submitted a ticket for this, but wanted to see if anyone else has noticed this.  I went to change a location today and when I did, several of our data fields automatically disappeared.  This triggered me to look at other devices recently updated (like within the last 2 weeks) and it is all of them.  Data is disappearing from our asset page when we update location.  I did not test to see if updating any other field caused the same result.  Anyone else noticing this, or maybe needs to notice this so your data doesnt get lost.   

7416
Kathryn Carter
4 days ago
J
JRowe 1017e3 scucObserver
asked in Tickets
Ticket - Assigned user - Filter by Role - Change for all

This is great that the agent role is set to the default when assigning a ticket to another person but we have many others that are admins and it still adds a extra step. Is there a way to set admins and agents as the default?

709
Kathryn Carter
4 days ago
A
Contributor
angiejaegerContributor
posted in Assets
Mosyle and FileWave default location

We are syncing assets with Mosyle and FileWave. We have set a default location for new items to be in "provisioned" location.  However we have many things that stay in that provisioned location even when we move them to a different location. I will move the tags during the day to a specific school location but that night it syncs with Mosyle or FileWave changes it back to provisioned.  There is not a specific user assigned to these devices as they are Computer labs or shared use iPads and a few other things.  Can you help me figure out how to have these items come over from Mosyle and FileWave but then have them stay in the location we move them to even if there is not a user assigned to that particular device/item?  For Mosyle we have set automatically update owner in IIQ based on user id in Mosyle and we haveFor Filewave we have checked the box to map by Owner’s location (Assign asset to location in IIQ based on owners location and map by location name checked.  We have custom mappin

10322
Kathryn Carter
4 days ago
A
AChurchill 8772dc3 sad1Observer
asked in Assets
Device Owner Not Updating

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?

172
Kathryn Carter
4 days ago
SMoore 6774a9 wcskids
SMoore 6774a9 wcskidsObserver
asked in Users
Automatically assign users to teams/group

Hello, Is it possible to assign a user to a team and/or a role in IncidentIQ? I do see that setting up a User rule is very limited with the new permissions model. I’ve also found that if I use the conditions within Permissions, that I still cannot automatically add a user to a team or role based on certain conditions. Any ideas/suggestions?

354
SMoore 6774a9 wcskids
5 days ago
C
CSlobodian 8175692 hcsdObserver
asked in Tickets
API Ticket creation

I am trying import some tickets from an old system via the API. The only thing I am not able to figure out is setting the created date to the date from old system and not today. The API responses have the created date in the format of YYYY-MM-DDTHH:MM:SS as in 2024-12-12T14:30:00 but when I try that format it doesn’t seem to work and sets the date to today. Is there another format or can created date not be anything but today?

484
athaxton_iiQ
7 days ago
B
BStead 367a84d nclackObserver
asked in Assets
Asset Creation via API

Looking for some assistance with creating assets with the API. I am hoping to create a workflow with my Jamf Enrollment policy to auto create a computer as it enrolls so I don’t have to wait for the job to run.  Looking through the documentation an asset ID is required to create an asset but if the asset does not exist it wouldn't have an asset id. I must be missing something so any guidance would be appreciated. :) 

1468
Kathryn Carter
8 days ago
J
JSuarez_iiQEmployee
posted in Assets
When does your school district conduct inventory audits?

Before summer begins. When the school year begins. Before Winter Break.There's no one-size-fits-all answer to this question. We'd love to hear the reasons why your team chooses to conduct inventory audits during a specific time of the year.Sound off in the comments!

30817
Kathryn Carter
8 days ago
S
SMarion 490b5a6 purcellps
asked in Tickets
How add custom fee

How do you add a custom fee. There are already some options, but I don’t see where to create custom fees that can be made for tickets.

152
Kathryn Carter
8 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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