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Good morning team, Anyone else experiencing Incident IQ being slow and unresponsive?  I have tried Chrome and Edge both seem to giving me the spinning wheel.  Print asset labels is also and issue not getting the printer prompt pages just spins. thank you 

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?  

Hello,We have set up ticketing to email, and it is working pretty well so far.  Is it possible to set up two different email addresses, one that staff would email to create technology tickets, and one to create maintenance tickets?  I couldn’t find a way to do this, but it is quite possible that I am missing something. Thank you,Heather!--a=1-->

What are some ways that you use IIQ to do an EOY inventory?  I have set up policies in Audit Manager to verify student Chromebooks and laptops etc. but what else can I do?

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 discov

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

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? 

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 fo

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 

Is everyone having a slowness issue ? 

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.

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.   

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.

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! 

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.

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

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.

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 a

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

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. 

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

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? 

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?

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

Hi all,Does anyone know the correct location for API documentation?Support sent me to Developer Tools and the link goes to https://incidentiq.stoplight.io/ but it looks like it still has entire sections of just Stoplight filler template and links that don’t work.This post from a year ago links to https://apihub.incidentiq.com/ but I don’t want to start this project with outdated docs.