Ask the Community

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.

Is there a way to have IIQ automatically generate a ticket if a user status it set to No Access (disabled), but they still have an asset assigned to them?  We occasionally have staff and students leave the district with their devices and we want a way to have IIQ identify those devices easily and auto generate a ticket for our helpdesk/inventory manager to follow up on.

I have read through quite a lot of knowledge-based articles, but I’m not finding the specific situation I’m trying to do. I would like when I sort something by status to have a specific status be listed first. I would like for submitted tickets to be shown first. 

Is there a way to do a “mass” batch check in via importing a CSV or any other way? For example we have a list in a Google Sheet of 125 6th grade students asset tags. Is there a way I can drop them all in or do I have to still scan devices individually ?  Thanks in advance! - Dusty

I printed asset tags on my Zebra ZT411 last night and they worked fine, Now they are coming up as just 2 small boxes with the same settings last night. 

Hi all,We’ve encountered a workflow issue with how tickets are created from forwarded emails, and we’re wondering if there’s a way to automate part of this process.Currently, when someone forwards an email to our helpdesk, the ticket is correctly attributed to the original sender (e.g., Jimmy). However, we would like the system to also recognize the person who forwarded the email (e.g., Billy) and: Assign the ticket requester as the person who forwarded the email (Billy), and Set the ticket as being submitted on behalf of the original sender (Jimmy). Right now, we have to manually edit each ticket to reflect this relationship. Ideally, we’d love for this to happen automatically so both individuals are connected to the ticket and are aware that it’s been submitted.Is there a feature, setting, or workflow automation in iiQ that could support this behavior?Thanks so much for

Is there a way to see assets that are added in Ticketing/Assets in Facilities?  Reason for a need is if we are tracking high cost items, some things fall in tech so they are in our asset/ticketing module the rest would be facility equipment and we wanted to run reports on all these items would i need to re-create the item in both? I tried giving visibility to a model type that would be in both like a Copy Machine, but it does not appear as an asset in Facilities.  That seams to have just added the ability to create tickets for them in the Facilities category.Thanks,FG

Is anyone experiencing issues when trying to pull up an asset and the page appears blank/won’t load the asset details?

I’ve built a middleware API to manage device management workflows when devices are checked in and out with more control/flexibility than webhooks currently provide.Looking for a way to meaningfully report information back to users from my API, I have two ideas: Asset Custom Field: does the API provide a way to set the value of a custom field for a particular asset? If so, then I could update this custom field with response/error information when a webhook triggers my “bridge” API. Asset Timeline: is there a way to add items to an asset’s timeline via the API? If so, then I could add things like “device successfully configured in the MDM” to an asset record.If neither of the above is an option, has anyone else done this sort of thing and have other suggestions?​​​​​​​Thanks!

We are looking for a report that includes “Verified By”

The first line of text on our asset label is right at the bleeding edge of the label.  Some of our Dymo labels are also at the bleeding edge of the printing so the upper half of that first line of text is cut off.  Any way to adjust the template to have the lines of text be printed more towards the middle of the label?