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2025 Topics
N
NBrites 6073249 austinisdObserver
asked in Other
Vulnerability Management

Hello,I am wondering if any one is using IIQ for vulnerability management where identified vulnerabilities create tickets that enable tracking of vulnerability resolutions? This provides the opportunity to utilize the analytics created within IIQ to be used when asking for additional resources.Thanks!

1281
EStapf_iiQ
M
MStewart 580d802 montgomeryisdObserver
asked in Users
Mobile App

What permissions do I need to add labor to the mobile app? 

757
EStapf_iiQ
E
EPalmer 883df49 bvpObserver
asked in Tickets
Change/ Exchange option inconsistently appear in tickets

When tickets are submitted and we need to exchange a device to retire some times the option does not show up . I have checked the groups permission for the people that submit the ticket and the box is checked . Is there another place i should be looking ?

7410
Melissa_iiQ
A
Participant
AMeyer Greendale SchoolsParticipant
asked in Assets
Updating device locations when students switch schools

Figured a new topic made more sense than burying this in my existing discussion.We have Chromebooks with our students, and they keep their devices as they transition from elementary school to middle school & middle to high.Am I correct in thinking the following setup will work?At some point over summer, our SIS will send the new location info to iiQ (Pretty sure this is on us to “flip the switch”, if you will. I write out a rule to run at least once after this data comes over to assign the device’s location to the student’s location & push the changes to Google Admin I also double-check my Google Device mapping to make sure the OUs are mapped correctly.I thought the “Asset & Owner Location Mismatch” filter might be also be helpful, but nothing changed when I tested using it. Maybe I don’t understand how it’s supposed to work?

11010
Melissa_iiQ
A
Participant
akorkishkoParticipant
asked in Tickets
2/13 iiq issues (tickets not loading)

Is anyone else not able to load tickets this morning? 

847
A
Participant
D
Participant
Daniel PParticipant
asked in Tickets
The "Set Issue" drop down in ticketing rules is very confusing

Hi,I’ve been trying to create a ticketing rule based on certain keywords. Essentially, if an email comes in containing the “Parent Square” keyword, I wanted the ticket issue to be set to “ParentSquare > Other / Issue Not listed > Report an issue”. The screenshot below shows this category exists in our environment.  However, when I go to the rule and search for Parent Square issues, nothing shows up. Also, just to test, I tried searching for specific Parent Square issues, such as “Email not received”. This time it did find the issue:But for some reason the rule does not categorize this issue under “ParentSquare”, instead it puts it under “Classroom Management > Messaging issues”  Anyways, am I doing this wrong? what am i missing?Also, as a side note, the search function for issues is very, very slow!Thank you in advance.    

12910
Hannah Bailey
J
jmayesObserver
asked in Other
Individual agent reports

We like to run a report monthly for our Technology Support team showing how many tickets they created for the month. The report I run compared to when they pull up My Tickets from their dashboard is vastly different. Does anyone else do this? 

1257
EStapf_iiQ
E
esamObserver
asked in Tickets
Issues with iiq - 2/11/25

Anyone else seeing issues with the platform this morning? Forms are not loading, jobs not running, pages loading slow…I don’t see anything on the status page yet so I submitted a ticket.

957
Kathryn Carter
C
Contributor
CLee 1176405 shakopeeContributor
asked in Tickets
Forms gone missing

Anyone see any forms having gone missing? All our forms are missing from designer.

382
Kathryn Carter
B
BLamb 143a1ff mwcsdObserver
asked in Users
Need to find students that don't have a device assigned to them

We are deploying new devices and have found a few students that don’t seem to have a device assigned to them.  Is there a way to filter users to show only those that do NOT have a device assigned to them?

763
Kathryn Carter
E
EHall 8973e4d husd22Observer
asked in Tickets
overtime logged

Why is all my labor being logged as overtime in the Labor Cost and Labor Logged?  What feeds this graphic?

586
Kathryn Carter
T
TThomas 77ef8f atlisdObserver
asked in Tickets
Shortcuts

Is there a way to create shortcuts without starting a ticket? I would like to go create shortcuts for all the google classroom links we have on repeat tickets without opening a ticket.

531
Kathryn Carter
D
Participant
Daniel PParticipant
asked in Tickets
Is it possible to make it mandatory for agents to categorize tickets?

Hi,We are still allowing users to send tech support request emails into IIQ. When a new email comes in, for the most part (we do have a few automations based on keywords) it is up to the agent to place the tickets in the right category. However, they often forget and the ticket gets closed out with being filed in the right category. Is it possible to enforce categories before a ticket can be closed? Thank you!

12211
Kathryn Carter
I
I.T. tech MayfieldObserver
asked in Tickets
Ticket time missing

What happened to the activity tracker on my tickets that I am working on? I used to see how long it has been in my que.

795
Kathryn Carter
C
Contributor
CLee 1176405 shakopeeContributor
asked in Tickets
Ticket View: Where did the updated go....

Did I miss changes coming to ticket view?Used to see updated on standard ticket viewNow not there 

21710
Kathryn Carter
D
DAdmin 247b1c8 rsu39Observer
asked in Tickets
Does this ticket contain protected student information?

I am wondering what this option does if you say yes?

30518
D
T
TSaunderslucy 68018b6 motsdObserver
asked in Tickets
Different Dashboards for Different Teams

Is it possible to have a custom dashboard for different teams/Users?  Can i create it and roll it out to a specific team/User?

732
JMcMillan_iiQ
D
DOaks 3070143 edkeyObserver
asked in Tickets
User permissions, ticket view

How can I limit ticket views to only the person who submitted the ticket and followers. Sometime there is sensitive information in a ticket and any user can keyword search and look at all tickets, even if they didn’t submit the ticket.

942
RSeward_iiQ
C
Clint FosterObserver
asked in Tickets
Email to ticket - markup options?

Good morning,if I’m sending a plain-text email to IIQ intending it to be a ticket, can I use any kind of markup like HTML or Markdown to dress it up, or will it always come through as plain?Or if I send it as an HTML mail, with that markup come through, or do all email-to-tickets come through plain?Thanks!

571
MLund_iiQ
N
NSchroeder 2202fcb arrowheadObserver
asked in Assets
What Does The "Is Retired" Field Mean Concerning Asset Statuses

Hi,I’m wondering if there is clarification on what the “Is Retired?” field in the Asset Status Details is doing on the system end of things. If “Is Retired?” = Yes, does the system do anything with that information on the back end?  

903
LLucille_iiQ
K
KCortez 85384e0 udsdObserver
asked in Tickets
Is Incident IQ down

Is Incident IQ down?  I am experiencing longer than normal load times if the page loads at all. 

786
K
A
ashleyjObserver
asked in Integrations
Model Mappings - iPad

We have an integration with FileWave. When our iPads are imported in, the model “iPad” shows up in the Model Mappings tab. We currently have it mapped to just Apple iPads. We would really like it to sync with the actual model of the ipads (10th, 9th, 8th generation, etc.) so that we can better track the age of devices. Right now - we have over 3,000 iPads that all say model “iPad” any help would be appreciated. 

14211
A
Participant
B
BLoveday 957e8da lenaweeisd
asked in Tickets
Stale rules applied to in-progress tickets

I have created a stale ticket rule applying it to in-progress tickets.  I assumed that it would be applied to all tickets under the in-progress status.  However, I ran across a post that stated that it would be applied to any New tickets that had the corresponding status.  Would it be a feature request to have newly created rules applied to the work status of all in-progress tickets?

1076
B
A
AKnott 213957c ritenourschoolsObserver
asked in Users
Way to Remove Fields From User Profile

I created a custom field to determine if the user is insured or has already used a claim. However in order to view it I have to select “Edit User.” Is there a way to remove feilds like “job title” or “supervisor” so that the custom feild will be visible?   

321
EStapf_iiQ
S
SLeichner 7534f8b pottstownk12
asked in Tickets
Report by action or previous status

I am looking for a report (or view) that can show me what tickets used specific action.  We have a specific action for when our Chromebooks are sent to Dell for warranty repair.  It also updates the status.  When we get them back the actions are updated (returned to student, etc) and the status changes to resolved. I’m looking for a report or view that can show me which tickets were sent to Dell, either by the action or by the status.  Is that possible?

505
Kathryn Carter

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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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750 Glenwood Ave SE, Suite 320
Atlanta, GA 30316