Ask the Community

I am trying to create a ticket template that will: Add the asset tag of the device.  Technicians can use this template to rename a device.  It needs the device serial number, asset tag and student id.  Is there an action or a way I can create this kind of template?  

When an asset is deleted does it stay in the deleted assets or does it get removed after so much time? Are the items permenantly there or do they go away after a set number of days? Thanks!

Is IIQ having issues this morning?  We are having lots of issues loading tickets.  Get either this loading page or nothing at all. 

Our district distributes devices to students for the school year over the course of a couple of days.  How can we get statistics on how many devices were checked out on a specific day?

Hi all,I’m exploring ways to streamline the process of assigning assets to specific locations when a status is applied. Right now, it seems like you have to create separate rules for each location.Has anyone found a way to handle this more efficiently, such as using a custom field or another method, to assign assets to multiple locations with a single rule? I’d love to hear how others approach this.Thanks in advance for any suggestions!

I’m creating a PowerShell script to update device ownership in IncidentIQ. Looking through the the docs, it looks like I will need some guid values for the UserID, SiteID, LocationID, and RoleID. Is there any api endpoint that would let me search for users based on username/email to get this information? I tried looking through the docs but all user searches seemed to require the userId field which I don’t haveThis is the documentation I am using: https://incidentiq.stoplight.io/docs/v1/607c488c7e218-create-a-asset

Is there a way to get a report of how old each of the machines are in the system?

I have a view that I want to download via API.I can list the details of the view, but I don’t know what to use to actually get the entire list/results of the view via API.https://incidentiq.stoplight.io/docs/v1/89b6c035bf2bf-get-user-view 

We really need IIQ to perform and be available consistently.  This past year we had so many issues with slowness and services being unavailable it is really frustrating.  Today is the first day of school for us and here we are again and cannot check out or look up users to see what devices they have or need because we get blank pages.  User pages that do not show their assigned devices or the constant spinning wheel.This product is crucial to our daily work and when it does not work it severely impacts our ability to support our teachers and students.

When installing Jamf Pro, it prompts for a username and password. Should I use my own Jamf Pro login credentials for this, or is it recommended to create and use a generic account specifically for installation purposes?

This article: and this article:Both reference a NAV menu for shortcuts.  Does this still exist? If so could you point me in the direction of enabling it?  Also, when attempting to affect change on and existing shortcut from within a ticket, the pencil icon now applies the shortcut instead of allowing edit/delete. How does one now change a shortcut? 

I was wondering if there was a way to export "Insurance Expiration" and "Purchase Info” of an asset, when exporting a list of assets. I don’t see it listed under the columns tab. How would one add these items to the export? Thank you.

 I created an SLA for critical issues that includes multiple device models, two of which are laptops and Chromebooks. This SLA will be assigned (by a rule) only when the laptop/Chromebook is in a broken or non-working state. In these cases, we want techs to issue a spare right away, which should pause the "Resolution Time" and start a custom metric called "Spare Return." When the spare is returned, this metric should pause and the Resolution Time should continue.Here is the SLA I created, but for some reason it doesn't work as expected. I tried different things but nothing worked.When I created a support ticket, the response was: “Thank you for your patience as we looked into this further. It seems that while testing an SLA based on the "spare issued" condition was considered as a possible workaround, it unfortunately isn't functioning as expected in this case.As for your request to measure SLA based on when the spare

Hi.We are exploring using IIQ for Google Data writeback for Chromebook devices/Student organization with reference to Clever badge deployment. Asking the community if anyone has gone through the experience using IIQ google data writeback, and possibly share Thanks in advance -Andy Taylor

Hi. My district IT team spent the last 6 months getting onboarded to iiQ and started this school year with it as our ticketing and asset management system. In the past, the IT team had a script that updated our old asset management system with the recent user on Chromebooks as the assigned user. However, we had issues with students at the secondary level that never signed in to their devices, or elementary students who swapped devices amongst themselves, etc. I have suggested manually assigning devices in the past to which I get significant pushback. I’m trying to avoid the same pitfalls we’ve had in the past with missing devices that aren’t assigned, users with multiple devices assigned, etc. but without using a CSV to manually assign devices to a student ID, I don’t see a way out.

When getting an IIQ app notification, I’m curious if there is a way to see a more in-depth version of those. For example, when getting notifications, I see something like “ticket #1234 updated”. Is there a way for the notifications to show a brief issue description? That way I can see a preview of what the end user said in the ticket or at least get an idea of what the ticket is for without opening up the app. 

I have a few users who cannot find this component. They have the role as an agent and we have modified permissions but they are still not able to find this widget.Why? Some have it like IIQ Admins. Is this a permissions issues? Must this user be an IIQ admin to see all tickets from a certain team? Can they just see tickets from a certain team and have the ability to add this widget?

I am attempting to create a custom ticket view that includes tickets assigned to a team or the agents in that team. Our workflow currently is that network tickets get assigned to the “Network Field Team” and from there when one of the team members is ready to work the ticket they assign it to themselves. I want the view to include tickets that are assigned to “Network Field Team” with no agent, assigned to an agent on the “Network Field Team” with no team assigned and assigned to an agent on the “Network Field Team” and then team. Currently I cannot find an “or” option that would allow me to accomplish this in IIQ; I can only see all options if I have two separate views, since if you add both an agent and team filter to a custom ticket view, it only shows tickets that meet both of the requirements, not one or the other. 

Hi All,Not sure if this is a bug within the system but the new Shortcuts Management - Text snippets  is not functioning correctly for us. Text snippets are not able to be deleted from this interface and they are not displaying correctly in the UI. Is this an us issue or are others noticing this as well?   

We have 6 agents who need the ability to see each others tickets, but no one else’s. Is there anyway to do this? I have dug around in Site Options and Permissions with no luck.

Not sure when this changed, but if you are trying to add a new member to an existing team, there is a new step that gets in the way and is confusing. On the teams screen, if I click where it says “3 Users” to add someone, which you’d think would take you right to the user settings page to add/remove members from the team. It does take you to a Users page, but it’s under the actual “Users” section, so the only button you get is “New User” to create a brand new user.  To add members, you have to actually click anywhere else except on the part that looks like it would go direct to the Users update page. Minor annoyance.

My Incident IQ mobile app version 3.9.6.25050201 will not update to version 3.9.4.25073001. The error states, “You’re already running the latest version.”. When I put in my “kcs.incidentiq.com” domain I receive the Microsoft Azure sign on. Then as I click the tab for my “Knoxschools Login Portal” the app just sits there with no response.Troubleshooting performed on my end:I have uninstalled the app from iPhone running iOS 18.6.1, reinstalled the app, and restarted my iPhone, none of which seemed to resolve the issue.Any aid would be greatly appreciated.Ron Eng-Szakacs

We are trying to set up and SLA that tracks 2 things: How long a ticket spends completely unassigned and how long a ticket spends after being assigned before the agent responds to the end user (via comment). I understand how to track the first part (assign the SLA on ticket creation and have the SLA run when ticket “submitted” and “unassigned”), but I can’t figure out a way to set up filters for the second part. Has anyone else used SLAs to track similar metrics? Thanks,Emerson

We are going to use Chromebook carts in 2 grades this year.  How do you guys assign the Chromebooks  to the carts or room? Our students will not be taking these home so we will just have class sets.  Thanks for the help or advice.

We would like to make inactive older models for which we no longer have assets in service. For example, we used to buy Dell 3120s. Very soon all the ones we used to have will have been retired and we would never acquire new ones. However, knowing this for the thousands of assets we have is not managable.I’m trying to find a way to generate a list of every model and the number of in service devices so that we can then make inactive models that we will no longer be using.I suspect there may be a different way to do this so I’m open to a different approach that solves the same problem.Has anyone done this who can advise us?