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Hello!I would like to allow all of my teachers to submit Staff Device repair tickets using a single Ticket Template.However, when I do that, it means I need to select a single Location and a single Model to submit the ticket under.I have created a “Dummy Model” which can be selected at time of ticket creation called “Staff Device” and given it the issue type “Needs Service” which is just a Description field.Given that we store device associations, building associations and more within IIQ, IIQ already has all of the information required to get the ticket in the correct state, without asking the user submitting the ticket to enter anything:Location of user will be their assigned Location in IIQ, fed from Google SSO Asset Tag of device is the main computer/device assigned to the teacher Model of device can be assumed from Asset TagAt this point, truly all I require from the user is a description of the problem.  I

Just a question.  We are still having a vast majority of our tickets submitted through email.  I would like our district to really push the submissions through IIQ for obvious reasons.  Who has done this and what were some of the issues.  I still would want the option to send a ticket using email but I want that to be the last option for the user.  What worked for those who switched and what were some best practicesThank you

Our district currently has to use AWS to handle the redirect from our CNAME to our Incident IQ instance. IIQ support has told us they are unable to manage this on their end. Has anyone else run into this? For most of our other vendors, they handle both the redirect and certificate generation, so I wanted to confirm whether this limitation is expected.

I am trying to create an asset view that shows me if the asset passed or failed it’s verification.  We have 10 + tech’s that verify and need to see what assets are failing.  Is there a column that we can see this information?  Thanks.

I have to change the way my default campus is sorted every time I view my campus. Is there a way to change the default view for how they are sorted on my dashboard. 

I have a ticket that had a spare attached to it.  I checked in the spare, but the ticket is saying that the spare is still checked out.  I even tried re-checking out the spare and turning it back and it and that did nothing but make a duplicate record.  Any help would be much appreciated because I cannot close the ticket until the spare is returned.  I even tried closing the ticket as a duplicate and it said that the spare had to be returned before the ticket can be closed.  

When using IIQ webhooks via HTTP POST or GET method via URL, which IP addressed I need to whitelist on our firewall in order to allow those requests to be delivered into our processing server?

Two custom fields in a ticket are now requiring to be filled in, but they are not marked as being required and they do not need to be required. When I go to edit the custom field, everything looks set correctly for it to not be required. Was wondering if there is somewhere else I should be looking or if I overlooked something?

Under the Asset page there is a section with the heading Meta Information and a required notes comments field. I want to make it not required but not sure where to do that.

I would like to easily create a custom view or way to see this data. Columns would be:DateTickets Open TodayTickets Closed by Tech 1Tickets Closed by Tech 2Total Tickets ClosedTickets RemainingAny ideas?Thanks,Dave

Hi,I would like to know if our district’s iiQ login page can be customized to post a help desk phone number or a link to our “How To Log In” document to guide our parent users in the district in using this system. Thank you.   

Hi! I have two coworkers that, I believe, have the same general level of admin access but different options within a ticket. Employee 1 has an option to “Return to Dashboard” or “Print” in the bottom right corner of their view of a ticket (pictured below), which allows them to save a sort of receipt, or log, of what was included in the ticket. The other, Employee 2, does not have the option but would like it. Does anyone know what needs to be toggled to give Employee 2 the same ability? Employee 1’s option 

We are currently in the process of building out iiQ and have run into a snag with spare pool. Currently we give out 2 types of loaners; daily (for students who forgot their chromebook) and extended (for damages/repairs). The system we are using now allows our staff to quickly assign daily loaners by scanning the student barcode and the asset barcode and with email the student daily to remind them to return the device if they have not done so. We are running into an issue setting it up this way in iiQ without having to create tickets for these daily loaners.  Does anyone have any insight into how we can make this a quick process for staff to assign loaners and have rules set to auto email students?

Is there a way to configure the dashboard unassigned queue so that each technician only sees the locations that they are responsible for?

Good morning! What’s the best way to setup IIQ for the following idea?  My tech will submit a ticket for a broken screen and perform the repair.  After he is done, I want to get notified that I will now need to generate an invoice for the student and their family.  I feel like I’m over thinking it, but wanted to see what others have set up. Thanks!

Hello, I would like to push the information regarding new models directly into incidentIQ from our Purchase Order lines, and thereby skip the step of requiring my office manager to do the process manually of inputting the new Model information. Does the API support creating new models like it does creating new Assets?

We are exploring the Google Calendar integration with iiQ Events and were wondering if there’s a way to only allow certain event types to export to the Google Calendar? We would like to use it as a public facing calendar so we don’t want internal events like conference room meetings and IEPs to appear on it. Also is there a way to link to multiple Google Calendars so we can separate our events based on building? a full district calendar can get crowded.

Is it possible to have a location’s room numbers as possible storage locations? We don’t have a warehouse or designated storage locations except for some closets, shelves, and cabinets. I’d like to be able to select a specific room for the storage location rather than typing in a blank field. 

Not having a timeline for users the way assets do is a pain, as the revisions lists every sync with SIS and you have to scroll forever to find things like a device assignment. Is there a way to filter the results? 

I have a few Powershell scripts that are generating data that is useful for some teams. I’d like to add files, mainly csv, to tickets during ticket creation using the New Ticket API. I’ve got ticket creating sorted with no issues but I’m having trouble finding good info on creating the file through the File API, and then adding it to a new ticket. Has anyone found something that worked?

Staff role users are not able to add followers to tickets and we’d like to be able to grant some access.  

Afternoon!I am looking into creating a rule that only fires when the Subticket has been resolved, in which the Parent Ticket goes back into “In Progress” status.  Right now, the rule on creation places a Tag on the parent ticket called “Waiting for Department Escalation” and changes the status to “Waiting for Department Escalation.”  When the department closes the subticket, I’d like the Parent ticket to go back into “In Progress” automatically.   I’ve tried comments, resolution actions, and everything in between to create a rule on update.The problem is that the closing of the Subticket is slow, and the Parent ticket updates too quickly so it doesn’t catch the next Rule.  Also, ignore the Issue Types: TEST TICKET That’s my sandbox so it doesn’t happen anywhere else except with test tickets. Help!

Is there a way to reference a purchase order in a ticket that is NOT related to parts.  For example, if someone submitted a helpdesk ticket to purchase a desktop computer, could I link that ticket to a purchase order in some way? 

I am wanting to know if anyone knows how to create a filter to view users that have had multiple tickets.  The issue is, we want to see students who have had multiple devices checked out to them or tickets to keep track of students who are mistreating chromebooks.  We create a ticket for repair when a chromebook goes out, it would be nice to see what students have had multiple asset changes/tickets.

I’m trying to set up and manually fill in some custom fields for our software assets. Every time I go to edit an asset the form sets the ‘owner’ field as required, forcing me to select an owner, make my changes and save the asset, then go unsassign the owner from the asset view’s list. Is it possible to make the owner field not required in the first place?