Ask the Community

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? 

I have made a view of devices, have a python script calling API, dumping to a csv, then using GAM to push the Asset Tag and other data to Google Admin Console’s AssetID field. While this works, there is a gotcha. On the next sync of IQ, IQ will pull in the new Asset ID from Google and make that the new Asset Tag. The new AssetID that gets built in Google looks like this:That way the information displayed on the sign in screen of the Chromebook has all that relevant information.Ok, no big deal, looks kind of nice. Well, the issue is, if that device is handed to someone else, the script pulls in the current device name (old student) and appends the new information. This is because the Asset Tag contains all that info, and the being I am using the Asset Tag field in IQ to help build the Asset ID field in GAC, it now has way mo

I’m currently in the midst of cleaning up our Models/Model categories. I am hoping to find a way to export our existing Model Categories to a spreadsheet, associate those categories with their models within the spreadsheet, and then link the overall Model Category/Models to their associated Issues/Resolution Actions which I have already created in separate spreadsheets. Currently I have over 600 enabled Models and over 120 enabled Model Categories (hence the need for cleanup). Does anyone have a tip on how to export this as a .csv so I don’t have to type out and organize 600 rows/columns?

I’m trying to create a new device category, but can’t find where to enable that.  

So I have read the web hook sections and tried to get it to send any data. But to no avail it wont send data. Following the example all that is sent is the tag ad even that does not seem to be useful. Has anyone else worked with Web Hooks. My end goal is to have tickets show up in Monday.com so I can include them when working through larger projects that need tracking but don't want to loose site of the daily tickets that need resolving.

If a family doesn’t pay an invoice, is there a workflow option or setup that will send a reminder to a family that hasn’t paid an invoice in x number of days?

I see how the Verifying Assets Through My Classes works, but I have a few questions. First, our secondary students are the ones that are 1:1 with the devices.  If we ask teachers to do a check, they only seem to see the results of the “audit”. The next teacher does not already see that it was verified and we as the technology team cannot see that the teacher has done the process?  Do I have a permissions set wrong somewhere?  The very very light green background (needs to be darker!) lets the teacher know at a glance they have already verified the student’s device, but no one else can tell that.  Reports?  Permissions?What would be good for these Chromebooks would be that if we have Google Verification turned on, that the device shows it as Verified on that screen and if it shows Failed due to no logins or wrong logins, then it would show visibly so the teachers can know which students we really need them to talk to.

Just wondering if there is a way to add photos to an invoice? I see an option to add files however nothing shows up when I generate the invoice. Thanks!

Is there a way to search for a Google ID under assets in Incident IQ? The Google ID is pulled from the Google Admin sync with Incident IQ.  

We want to include any school field trips or offsite events in IIQ so everything is in one place.  It appears all Events require a room, so I created a room called “No Location”. I have a situation where there are multiple field trips from one school happening in one day, but I can’t book the second one, since “No Location” is already booked.   Is there way to allow a room to have multiple reservations?  I want to avoid having “No Location-1”, “No Location-2”, etc.

Hello, I have an Agent who is unable to print tickets. It is giving them this error StatusCode":401,"Message":"Attempted to perform an unauthorized operation.  Is there a permission that needs to be enabled in order for them to print these tickets? I couldn’t find any in the permissions tab. I’m an IIQ Admin so I was able to print a ticket with no problem. I wasn’t able to see how to enable printing for the Agents. Thanks!      

So I have an asset view of all of my remaining devices.  It seems like bulk action items are missing when selecting “All” but if I select all of the assets on a page the options are there. Here is a screenshot of the options when selecting everything on the page.  When performing bulk fee option I am given the option to select all of the items in my view or just what I have checked already.  But when we click the select all items option on the page we lose almost all of these bulk actions.  I don’t know pr

Is there a way that we can set permissions, at least for editing assets, for a user to only be able to edit assets at the same location as them?We will be using our librarians to check the devices in and out to students.  They won’t be traditional agents, they will be more like super staff.  They will have staff permissions with the ability to check assets in and out.  If possible we would like them to only be able to edit assets at their site.  Setting their global permissions is easy enough, but we were hoping we could make in more granular so that they are only able to edit assets at their location.  If they need to edit assets at a different location they need to go through the tech department, etc.

This blue information button started appearing a few days ago.  In my environment, it jumps all over the screen as you are adding information to a ticket.  Is there a way to remove this? 

My Superintendent is asking for me to find a solution that would help to manage school events with an approval process and then automatically add an event to a district calendar.  I was thinking since Incident IQ has Enhanced Approval Workflows and integrates with Google Calendar that something could be developed where a principal requests an event, it goes through the approval process, and then it gets added to our Google Calendar that will also integrate with our district website. Is this possible? 

I set up a policy in the Audit Manager to verify the assets in one classroom.  The schedule is set for Every 6 months starting on 5/7/25 and At risk 1 Day before failure to audit.  I know the students logged into the devices but when I look at the Assets:Student Devices Policy tab it shows everyone as Pending Not yet verified.  How do I get it to finalize? 

Is there a way to use the API to add new parts and/or add inventory to existing parts?