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Currently with all of our repair parts I have been adding their shelf location and ID to the desctiption (ex: Keyboards on Rack A>Shelf 1) but I would like to be able to assign them a home. I have seen where this can be done with assets but is this possible with parts as well?

We are currently swapping out new Chromebooks into our elementary carts and wondering if there is a way to scan all 18 and edit the custom room field on all 18 at once. I.e change the room field to Cart- Room# 135. Or do I have to scan and edit each individually. Also if I can do that can I also bulk add text to say the PO# field? We are trying to find a way to filter and find them all at the end of a 4 year lease. Thanks in advance! - Dusty 

Currently - our agents work tickets and use a resolution action called “Escalate to SysAdmin” to assign the ticket to our SysAdmin team for review. The team would like some baseline information gathered FIRST before accepting the ticket. Here is the template:User: [Teacher Name / Username]Hostname: [e.g., FCS-SerialNumber]MAC Address: [00:00:00:00:00:00]IP Address: [10.xx.xx.xx]Attachments: [Screenshot of Error] & [Screen Recording of Glitch]I do not see a way to “require” the template to be filled out prior to performing a resolution action such as “escalate to SysAdmin team” Please add this feature and we have several teams that would like the information gathered FIRST prior to escalation.

I am sorry to have to put this here but the ability to submit a support ticket in our platform has disappeared.  There is no little icon in the lower right to open a support ticket.   Also out ticket templates that are set to run on a schedule have not run in over a week.  Looking through my list of templates they all have the next run date as a date in the past like the example attached to this post.  Is there a way support can reach out to me to look into this.  I did not know if there was a support email I could use.  

We are having an issue relating around the automation from site options for asset automation. We are using 3 of the 4 options available, When User is assigned asset, update asset to match owner location and owner’s room. We are also using When User location changes, update asset to match owner location.The combination of those 3 solves most of our issues when staff/students move around, but it does present us with a large issue that I am hoping to address and get fixed. We have a process where some students are given an obsolete Chromebook after X years of use/district enrollment. Those Chromebooks are processed for surplus and removed from our District inventory, but they remain in IIQ for tracking who we gave them to. In IIQ they are set to our Surplus location and then retired.The problem we are getting is 8th graders who leave the district with their Chromebook, then return later to our high school and the site options trigger their retired Chromebook to come back

We are in process of getting started using incident IQ. I am having a heck of a time getting the label printing process together. I have a Dymo 450Turbo and I cannot find a nice, durable label to use. Does Incident IQ have a durable laminated label they sell? Thank youKathy 

 I’m having the following where devices are verified but not populating in my custom view. 

We have a rule that sends us emails when a ticket has been responded too. But I like working off of the Ticket View. Is there a way to have some kind of icon to in the ticket views that show that there has been a response to a ticket?This is would be helpful when I look at the tickets “Assigned to Me”. I would like to quickly identify when a ticket requestor has responded. At this moment, I have to look at every ticket.  In the old ticketing system, the ticket subject would show in bold and I would check all tickets that were in bold. Once I responded they would go back  to regular font.This just made it a lot easier to keep up with responses.

Is there a way to hide specific issues under Models? If there is I cannot find it. I can choose to only allow agents to see specific issues on all the other tabs, but not under Models. This causes us to put a lot of stuff under the Other Requests section because there are things we don’t want regular users to see. Being able to edit the issues visibility on Models would be a huge help to us!

Good afternoon, I have been importing Chromebooks with their serial numbers and asset tags into IQ.   I want the Asset Tag to flow from IQ to Google Admin console.    So far it only appears that IQ will update the serial number and the only Asset ID information that will sync to google is the Annotations Asset IT, which I can’t import anything into using the import utility.   Has anyone else ran across this?

Hi All, When I add my co-workers as followers to my tickets, I always click “Yes” on the “Do you want to notify the user that they have been added as a follower?” question before doing so.I have noticed that this does not really notify the user, it rather just starts to send them ticket update information (via email, which is our preferred notification method).Is there a way I can get this to actually notify a person that they were added as a follower (again, via email), and then provide them ticket update information rather than just start receiving ticket updates?

Is there a way I can create tickets with ticket templates via email submission rule?

Summary of IssueWe are encountering an issue where barcode scans intermittently lose the first 1–3 characters when scanning into Incident IQ web search fields (asset search, ticket search, etc.).This behavior occurs across multiple barcode scanner vendors and models when used with Incident IQ only. The issue is not observed in native applications or on other websites.EnvironmentApplication: Incident IQ (web) Browsers affected: Google Chrome Microsoft Edge Browsers not affected: Native Windows applications (e.g., Notepad) Operating System: Windows (managed device) Scanner types tested (with issues): Netum NSL8 (2.4 GHz RF HID, no speed adjustme

The little help menu magnifying glass button in the bottom right to let me submit iiQ help tickets has disappeared from my admin account. Has anyone else experienced this and knows how I can get it back? Clearing my browser cache did not help.

After searching for/selecting someone in Users Explorer, it displays any assets assigned to them in the card- or button-type of display (circled below). The asset type, location (including room) and asset SN is displayed. But, is there any setting that can be adjusted to add location details to this asset card/button?Reason for my question...a teacher is assigned as the primary user to a lab of about 20 desktop units, so all those units display as assets in her users’ view to help her “quickly” find an asset to submit a ticket for...except it’s not that easy because she has to know the SN of the desktop.In her classroom, she has each station labeled 1-20, so those desktop positions are recorded along with the appropriate SN they’re assigned to within the IIQ asset info (specifically, the empty box underneath “room”). If location d

I am working with Office 365 calendars, I am trying to do resource mapping. Unfortunately on IIQ we are not getting any options of any Microsoft Buildings. I can see we have some on campus here. Wondering if anyone encountered this year or manage to figure out a solution. Would love some feedback.​​​​​​

We’re just starting with IncidentIQ and we’ve attempted to set up our SSO with Google. But every time that I try to login with my google account as an agent, I get an error that states that I’m unable to login:Login failed: That user is not set up in Incident IQ.[Email: [myemailaddress@schoolsite.com], UserId: 102499456635899842209, ETag: ]I’m in as an agent and the SSO authorization looks to be ok as it’s all green check marks when we look at it as the district admin in the configuration of the Google SSO application.We’ve also tried to login as a student to see if this works as well and get the same error. That the user is not set up in Incident IQ despite being in the Student user role and Google SSO being enabled in the google admin panel for the entire district.

Does anybody have a method to Follow an Asset?Example, we have (6) locations.  Sometimes, a Parent/Staff will have a Student tech device that is expected to be returned or involved in a ticket.We don’t want a Rule to get notifications on ALL Asset changes.  We just want the ability to Follow an Asset.  So, if we are expecting something… we can get notified when it happens.  Like, the Parent/Staff returns it at one of the school locations… it gets Checked In (which those Rules don’t work very well to begin with… but we don’t want notifications for All).If there was an option to Follow an Asset, then an Agent/Team expecting something to change with an Asset can just be notified specifically.

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? 

We currently use the Technician Name field under Meta Information to track who is currently transporting a device between sites instead of assigning it to the technician. I’ve created an asset view and applied Technician Name as the filter. The view currently contains 2 devices but when I attempt to export the data, nothing is actually exported. Is there a way to export the info as a csv? 

When I go to manage Google SSO, I see there is an “ADD NEW DOMAIN” button.Will this let me add an additional Google Workspace domain for SSO?If so, will identical OU’s in each domain be able to be treated differently for user import?For instance, each domain has a “/Students” OU.We have a charter school that has it’s own independent Google Workspace domain and we’d like to import those users as well, but when we do OU location mapping, we need to be able to put those users in the correct location.

Good afternoon Team, Question.  Has anyone else experience their custom asset labels not working this morning?  I tried printing some labels out, and I notice our whole label was different.  There is also a message under admin, site options stating that “Your district has a custom asset label created by Incident IQ. If you would like to use the asset label designer, please contact customer support to reset your custom template.”  I opened a ticket about this issue (6600) and the ticket has been claimed but I haven’t heard anything back yet since 11am EST.    

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?

I tried to search through the community posts here but wasn’t able to find anything related to this. I get a permissions issue when trying to import models, do you know what might be going on? I’ve included a screenshot of the error.  I have the default IIQ Administrator role and have imported models on this account previously. I’m reposting this ticket because I think I initially put it in the wrong section.  

Hoping to get some clarification on stale tickets, specifically how the stale ticket count works and what triggers the stale ticket to reset.We currently have ‘Waiting on Requestor’ rules in place that send reminders to our requestors when a ticket has been sitting in that status for a specified amount of time. When each rule is triggered, it is suppose to change the status from ‘Waiting on Requestor’ to our custom reminder 1, 2, 3, etc. I understood that this rule would count how long the ticket sat at the specified status, and then trigger the next rule. However, we’re finding that the statuses aren’t changing.It seems like the stale count is resetting when the ticket is simply touched (opened) even though no changes are being made within. Is anyone else experincing this issue, or have any suggestions to fix this?Screenshot of one of the current rules...maybe we’re doing something wrong?