Ask the Community

We’ve noticed that when our agents get email notifications about tickets, new tickets, updates, etc. in the fields showing the updates the text isn’t formatted with line breaks.  Instead it is all put together with text wrapping.  On longer tickets where there are paragraphs in the ticket is just one big wall of text making it all very hard to read.Considering how many things IIQ does great I find it hard to believe that something as simple as properly formatting the emails is something they can’t do.  Are we missing a setting or something that would resolve this?

We are begining our end of year audit process and i have given the staff instructions on how to verify the assets in there room using the incident iq app. well when they went to scan the asset tag it didnt pop up on mobile but they have claimed there room and in the browser version they cn see all there assets assigned to that room. Any ideas why it would work??

I have run several Views within Users and Assets.  I need to clean up my files and discard some of these views.  How do I get rid of them?

I am creating a ticket template for multiple locations scheduled for work to be done at the end of the school year.  When that date rolls around is one ticket opened for all locations or a ticket opened for each location?Thanks!

I am new to iiQ and am the Inventory Secretary for our school districts Maintenance Facility.  I enter invoice data information for All purchases our department makes.  (We previously came from School Dude/Asset Essentials) I know how to enter parts inventory but am searching for a way to enter any purchases (not a part) made for a work order ticket to be listed.  Besides just entering into the action notes field is there a way to set custom fields such as Invoice Date, Number, Cost, Vendor and Who Purchased to my ticket progress?  Anyone else have this available to them?

Is there a way to hide the default “description of issue” so users do not fill it in, and instead fill in the one I custom defined?

“Issue found, it was an old approval workflow that allowed them to work tickets and the users inquestion where accidently taking their own tickets.”  I have come across an issue, I have a small number of tickets that users are somehow creating and after they are created, it shows them as the agent and the status of the ticket is changed from submitted to in progress. They currently are all under the staff role.  I have not been able to replicate the issue and cannot find anthing in the timeline or rules that would be causing it to happen.   Does anyone have any thoughts on this? 

Real-time update suggestion, maybe use redis or any vector database. We like hover notification that someone open the ticket and currently reading. which seem like it should be a separate real-time database that shows real-time so teams know who worked on what. or at least real-time editing or commenting. 

Is there a way to add a count of tickets a user has submitted that have been resolved?We’re looking to set up a combination of custom fields and rules that ultimately let us send out a feedback survey once a user has had 5 of the tickets they submitted resolved. Currently I’m not seeing any actions in the rules section that let me update a custom field that triggers when a ticket is resolved. Ideally a ticket gets resolved, the custom field is incremented +1, then a rule checks when greater than 5, the survey is sent. Not sure if I’m missing something or if there is functionality like that already baked in. Thanks! 

Anyone else noticing that emails are not coming from IIQ this afternoon, April 16th?  We have submitted a ticket but just wondering if others are seeing the same thing.  

Howdy community! We currently limit a certain team to assets at specific locations and in specific categories:We’ve noticed that with these permissions enabled, these users are not able to apply any location filters to custom views:Is this working as intended? Ideally, they should still be able to filter out of the 128 locations they have access to. (Example: I want to filter down to only 1 location in my custom view.)This screenshot comes from a user with the Staff role assigned. The view they’re using is limited to a specific location types, however, this behavior is repeatable across all users and views we’ve tested within this permissions gr

Not sure if this is possible. I would like to create a rule when a student gets added to a ticket as a On Behalf of to run a rule that removes that user as a follower. Not sure if this can be done by variables or by domain my students have their own sub domain @stu.domain.org We are doing this is in the younger grades teacher open the ticket for the student and link the student by adding them on behalf of and they don’t need the emails if go back and forth in the ticket with the teacher.  ThanksRon  

Can someone share their rules for multiple approvals. For example, approved by principal, once approved by principal sent to curriculum director, once approved by curriculum it’s sent to IT.

In Assets Explorer > Devices, is there a setting to allow asset tags to be sorted correctly numerically?Current sorting is 1-9, example:10,000110,00020,00065,000610,00070,00090,000etc.Rather, it would be helpful to sort having 10,000 [oldest asset] to 610,000 [newest asset].

Does the API support creating KB entries?Or is their any other method for efficient KB article creation?We have a lot of documents we have created for new policies and systems, and I’d like to know what options are available with the iiQ KB for efficient KB article creation.

Hello,I am looking for the specific payload requirements to programmatically create Knowledge Base articles.I noted a previous discussion where it was mentioned that KB creation might not be supported via API, but I have made some progress: Confirmed: GET /kb/articles/{id} (Read access works) Confirmed: POST /kb/articles (Search/List works) I am now trying to identify the correct endpoint and schema to create a new article. When attempting a POST to create, I need clarification on: The specific endpoint for creation (if different from the search endpoint). The required JSON structure (e.g., Tit

Do these just not happen anymore? These used to include a lot of maintenance items and bug fixes in them, but I haven’t seen a post in a couple of months at least. Seems like progress on a lot of things has slowed to a crawl.

Hello we are trying to create assets via API. I am able to create the asset but I am having trouble adding our custom field in. Ive tried to pass the custom field when creating the asset initially and I have also tried updating the asset post creation with the field. I had seen another discussion post where they did via the bulk set-info end point. I tried to follow that but it still did not work. Please let me know if I am doing anything wrong.  def set_asset_custom_field(self, asset_id: str, field_id: str, value):payload = {"AssetIds": f"[{asset_id}]","Request": {"Values": [{"Key": f"$assets.custom-field:{field_id}","Value": f"{value}"}]}} response = self.request("POST", "/assets/bulk/set-info", payload)

Problem: Fines for my school are sent out intermittently as physical copies. This requires printing out all of the fines. These copies are distributed by 7th period teacher. I can print all the fines by grade, but there is no filter that considers a specific class period.Request: Can a user view filter be included for users (students) by class period? Consderations: This view would allow me to pull up a view for every student with a 7th period teacher, filtered by that teacher. I could then print out fines grouped by teacher + period. The grouped view would reduce time to accumulate and distribute fine statements. A view for user by period would also allow for statements to be batch generated with the "select all, generate statement" option on the view. Currently, you can view a teacher's class by period, but it does not allow to batch print statements from there.Does anyone know how this can be done?

Is there a way to run a report to see which users have not yet configured their account recovery questions?  We would like to make it a requirement that all staff set those up so they will have the ability to reset their own password.  It would be nice to see if there is a way to see who has, and who has not yet configured their answers.

So we have 2 sets of 30 iPads.   They are in Shared iPad mode, and are not owned by anyone.   I have some various asset views that are looking for devices without an owner, because I would ultimately like for *most* things to either have an owner assigned, or to be somehow configured as a fixed “room asset” How would you configure these things so that they don’t show up in some of those Asset Views that I have.  As an FYI, we have JAMF School, and have done the integration into iIQ as well.   Thanks in advance. 

Hi there! I’m trying to create a new rule in our iiQ stack that will allow for an email to be sent to the ticket submitter or on behalf of after we change the status of a device to decommissioned. So far I have created the rule and tested it but I’m not getting anywhere with success. I have used the AI Chatbot throughouly but am at the point that I am running in circles. Below is a picture of the rule in its current state, any help is much appreciated!! 

OverviewEffective January 1, 2026, Skyward sunset access to the Incident IQ Skyward SIS app for all districts utilizing Skyward Qmlativ. To ensure uninterrupted service, SIS data must now be integrated into iiQ using One-Roster CSV data via the Skyward CSV app.This guide outlines the best practices and step-by-step procedures for ensuring a seamless transition without data loss. Best Practice RecommendationDo not immediately uninstall the original Skyward app. We highly recommend temporarily running both the original S

We have a team set up called “Assistive Technology” which allows a couple specific non-IT staff members to handle tickets related to IEP/SPED devices within IIQ, when tickets are assigned to the team. These users are assigned the staff role, not agent, because otherwise they’d be able to see/work all tickets in IIQ rather than just tickets assigned to the team. We’re seeing a few issues with using the delegated team permissions:Team members cannot see or create internal comments/comments not visible to requestor Team members don’t have the option to change the ticket’s status to “Waiting on requestor” when creating a comment Team members aren’t seeing all the ticket timeline itemsSee the below images for a comparison of what I see as an agent vs. what the 2 staff users see as a delegated team member to the ticket.

HiWe are currently working on pulling fees / payment (eg. stylus, charger lost , etc) of each student .Is there an API endpoint for that? Or when we use customized Views (User -- Views -- ) in IIQ UI to export csv file manually,if we add columns, there are only total balance, Laptop related items, etc, it doesn’t have options that shows specific items and fees. Do you guys know if there’s an alternative approach to that? Thanks very much!