Skip to main content

Ask the Community

Ask a question, share a solution, and reach your goals–together!

1991 Topics
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?

744
SMoore 6774a9 wcskids
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?

1184
athaxton_iiQ
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!

36617
Kathryn Carter
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.

742
Kathryn Carter
R
Rich BykowskiObserver
asked in Tickets
Ticket reporting

Hello- Is there a way to run reporting based on tickets? Examples being:Users with the most tickets Assets with the most tickets I’m looking for options to dig deeper into ticket numbers and to see what users/assets have the most issues over time. Analytics is nice for a bigger picture view, but hoping to see more. Thanks.-Rich

3279
Kathryn Carter
C
Contributor
chewbContributor
asked in Tickets
USB Webcam not working

Is anyone else seeing this issue where a usb webcam is not working to take a snapshot?  I have deleted cookies, restarted the browser and computer, tried a different webcam, tried a different browser, made sure that allow is set in camera settings, and it is still not working.  Any help would be much appreciated.   

385
Kathryn Carter
B
Participant
bbeaudetteParticipant
posted in Tickets
How to manage projects in IIQ

In my soon-to-be previous ticketing system, I could create ticket ‘types’ and apply SLAs to those types. For example, most support requests are ‘issues’  (broken screen, can’t connect, etc) that get a standard SLA (reply in 1 day, resolve in 1 week). However, some are ‘projects’, such as building a new computer lab, refreshing network infrastructure, etc that would get a much different SLA (reply in 1 day, resolve in 30 days).In IIQ, I only see ticket ‘status’ as a way to create this functionality or building a new issue chain. Using status is not preferred, as project tasks also need a status field. Building an issue chain requires building duplicate issue types under a project issue category.How are other IIQ users leveraging the system to manage quick/standard issues versus long-term/complex project issues?

67914
Kathryn Carter
F
FIPPOLITO 353d936 pwayObserver
asked in Apps
Notifications in iOS app

I’m using the Incident IQ iOS mobile app (version  3.9.4.24082901) on an iPhone running iOS 18. I’ve configured notification settings properly as described in the KB article, but I do not receive any notifications on my phone. Has anyone else experienced this or have any suggestions? Thanks.

12610
Kathryn Carter
ZGarber 4208988 glshelp
ZGarber 4208988 glshelp
asked in Apps
Check in Asset, Returns Spare

Is there a way to check in assets while simultaneously returning the spare? Due to the volume of tickets we get, >5000 per school year, sometimes students come back with their loaner Chromebook before we fix it. The librarian/aide doesn’t have the means or time to find the original ticket, so they will just use the check in/out feature and check the Chromebook in. However, that Chromebook is still attached to the ticket and is unable to be checked out. It would be nice that when checking in a Chromebook it also returns the loaner.

512
Kathryn Carter
H
hgrossObserver
asked in Apps
Tracking Mileage on Vehicles in Facilities

We are looking to utilize iiQ Facilities in our bus depot. One request we’ve had from the mechanics is mileage tracking for each school bus. They normally manually track the mileage weekly and we are looking for the most streamlined way to accomplish this in iiQ. Our thoughts right now are to use automated ticket templates that fire every Friday.Is there a way to trigger rules on resolution actions in a way that takes the notes into account? For example, using a “Update Mileage” resolution action and writing the mileage in the notes of the action which would trigger a rule to update a custom field on the bus linked to the ticket.In general we would like to reduce the time navigating through iiQ for our mechanics especially on tasks that have to be done for an entire bus fleet. Manually editing each bus asset to change the custom field across the entire fleet every week seems like more work than it's worth for them compared to what they’re doing now.We’re open to any suggestions on how

1073
Kathryn Carter
E
EPalmer 883df49 bvpObserver
asked in Assets
How do you Edit cost in Inventory

How do you adjust the current price of parts in Inventory ? I set up inventory and had to use best guess on a few items but finally got the exact pricing. Do i need to delete and start over or is there a way to adjust just the price ?

564
VCollins_iiQ
T
TPeracchio 9737fb3 psdObserver
asked in Tickets
Manage technician's ticket queue

How do you restrict a technician's view to only see tickets they are assigned, or teams they belong 

271
Kathryn Carter
ZGarber 4208988 glshelp
ZGarber 4208988 glshelp
asked in Tickets
Change Default "Select User" Option

We use a lot of different roles in our district. When we click on a ticket, and assign a ticket to a user, or even change the assigned user, the default role is agent, however, we assign half of our tickets to staff and the other half to IIQ Admins, up until recently the default option was Staff and I’d just search the user I wanted to assign that way. But now the role is agent, and I have to change it to Staff. Furthermore, on mobile, I have no option to assign tickets to anyone who isn’t an agent. Is there any update planned to fix that?

471
Kathryn Carter
J
jolstadObserver
posted in Assets
Summer Laptop Storage

Historically we have stored student laptops in a locked room over the summer in stacks of 10.  With the ability to assign an asset to a storage container and a slot we would like to give that a try this summer.  For those that are doing this what storage containers are you using?  How well are they holding up year to year?

2068
S
P
PatObserver
asked in Tickets
Users instead of agents

When assigning a ticket it now shows users instead of agents.  We don’t assign tickets to our students yet we have all the students in our district in as users.  Could it be changed back to Agents? Pat

642
Hannah Bailey
E
enunezObserver
asked in Tickets
All users show when assigning ticket

Hello,When we go to assign a ticket the list now shows all of our users. Previously it would only show Agents. Now we have to click Filter by Role and then select Agent. Is there any way to have only Agents available to assign tickets to? Thank you!Eric

18310
Hannah Bailey
S
SHollis 577db3 berrienspringsObserver
asked in Tickets
Cannot resolve two tickets due to returning spare glitch

I have two tickets (#14261 and #13723) that cannot be closed due to a glitch that occurs when trying to return them to spare pool. I have returned the spare and it is no longer assigned to them, however it won’t complete the action therefore preventing the ticket from closing.

212
Hannah Bailey
bwilkerson
Contributor
bwilkersonContributor
asked in Tickets
Tickets being submitted without anything in "Describe your issue"

I am seeing tickets submitted without anything in the “Describe your issue”.   I thought this field was mandatory for all tickets.  This is new behavior and was wondering if it was a bug or something in settings I need to check to ensure that this field is mandatory.   I could not find anything in the options.

605
B
B
BReller 267f2f4 bettendorfObserver
asked in Tickets
Stale Rule

I created a stale rule as a reminder for the requestor at 5 days and then on 7 days which was also set to automatically resolve. It has all worked (the emails on day 5 and 7), but my ticket did not automatically resolve on the 7th day even though I set that up in the rule (see below).  My tickets require us to confirm the issue and then set an action before resolving.  Is that why it didn’t automatically resolve?  The only issue there is that there’s no option at the bottom to add an “action” to the ticket before setting the status to resolved. Maybe I’m missing something though!  

1503
Hannah Bailey
Amanda McP
Amanda McPObserver
asked in Users
User not created because "create user" is disabled. How to enable?

User was not created because 'Create Students' is disabled.Where do I go to ‘enable’ this option?

595
B
S
SGalluzzi 4901c87 d64Observer
asked in Apps
IIQ App and Out of Office Setting?

Hi - How do I set an out of office via the IIQ APP/mobile?I know on the desktop version you go to Profile, and it has the options for out of office there, including the ability to fwd any tickets to someone else. When I click on the Profile option on the left bar in the app, it does not bring up anything to do with out of office options.I've tried searching, and made sure I had the most updated app.Thank You

381
Kathryn Carter
H
HLicea 51023bd misdObserver
asked in Integrations
Getting Ticket SLA through API

I'm using the endpoint /api/v1.0/tickets/slas to retrieve SLA information related to tickets; however, it returns a 500 Internal Server Error when the itemcount is 0.{    "ItemCount": 0,    "UserToken": "",    "RequestDate": "2024-11-27T17:54:54.835596Z",    "ExecutionTime": 348.4801,    "StatusCode": 500,    "Message": "Internal Server Error",    "ServerName": "tickets-00023I",    "ProcessId": 4020,    "Properties": {}}payloads = {    "Schema": "All",    "Filters": [        {            "Facet": "createddate",            "Name": "daterange: 11/27/2024-11/27/2024",            "Value": "daterange: 11/27/2024-11/27/2024"        }    ]}headers = 'content-type': 'application/json','accept': 'application/json'‘authorization’: ‘Bearer’ + key

8711
H
B
BKearney 67003f1 fcsObserver
asked in Apps
SCCM "Map by OU" settings

Hello, I would like to ask about this since the SCCM setup guide does not give much detail on this. We have IIQ set up with SCCM to map by OUs in Active Directory, however, I have noticed lately that this option has not been creating new assets. When I look for one of these assets in the sync log, I see something like the following error: “Incident IQ Asset [AssetId:asset_tag] was skipped. Location could not be mapped, and no default location mapping exists.”We do not have a default location mapping set because we have some assets without a fixed location and we want our agents to be able to change location for those assets as necessary, while the default location mapping would keep switching them back to whatever location was set to default.I’m not sure why the sync is unable to read our location mappings. I’ve tried a few different ways to write the OU path, but none of them have worked. Currently it’s set to [Active Directory site]/[District OU]/[Computers OU]/[School Level OU]/[Bui

949
Kathryn Carter
S
SMarion 490b5a6 purcellps
asked in Other
Cannot find KB category for article

Trying to create an Article to add a printer. I have made the category "Printer" . When I select save for the article I have made, a red prompt appears saying to "Select kb category". Nothing I type gives any results. There is nothing to select, so i cannot finish the article. 

1005
Kathryn Carter
B
BDALLY 4409aa2 friscoisdObserver
asked in Assets
Moving devices to assigned students homeroom

Is there anyway to have a device move to the homeroom of the student it is assigned to? Trying to avoid having our techs manually move everything into the kids classrooms

474
Kathryn Carter

Badge winners

Show all badges
Terms & ConditionsCookie settings
Incident IQ logo

Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

Corporate Headquarters:
750 Glenwood Ave SE, Suite 320
Atlanta, GA 30316