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Our helpdesk has created a new custom field for intentional damage to devices. This custom field is set to be automatically applied to any ticket that has the “RMA” Issue. What we are expecting to see is that any ticket that currently has that issue assigned to it updates with that new custom field. What we are actually seeing is that if a ticket is opened under a different issue and it’s changed to “RMA” the custom fields don’t update to reflect that new issue. We are also seeing that if the ticket was opened before that custom field was added it will not get the new custom field.Is anyone else experiencing anything like this? Is this working as intended and if so, how to I get the new custom field added to all tickets with this issue?

Hi all,I'm trying to learn more about Forms in Incident IQ. I’ve looked into the iiQ Academy and other posts in this forum, but I haven’t found a one-stop-shop for everything and anything Forms: how to find them, how to create them, how to enable them, how to utilize them, etc.Specifically, I'm looking for a way to create a Form that someone can easily access via a link, fill out, and then have an automated action triggered once the form is submitted, like automatically creating a ticket using the data from the form submission.I know this is kind of open-ended, but if anyone has experience with this or could point me toward helpful resources or best practices (even other posts from the IIQ forums), that would be great!

Does the API querying have access to Depreciation Information, such as Replacement cost? I get a whole lot of fields back when getting an asset but I do not see Replacement Cost.

Hey, I am interfacing with the API using Google App Scripts using HTTP post. I'm wanting to grab several assets from a search and filter based on AssetTag. I can easily get something with an AssetTag of 2101011 but I don't know how to get all the assets with an AssetTag starting with 21. Is this possible? I loved to be able to do this. My current json body query looks like:{"Filters":[{"Facet": "AssetTag","Value": "123456"}]}I’d like something like:{"Filters":[{"Facet": "AssetTag","Value": "12%"}]}Which gives me all the assets starting with 12

See below. What is this icon supposed to represent? I asked support and they wouldn’t tell me.My best guess is that it’s an automobile engine with an exclamation mark inside of it, like you’d see on a car’s dashboard if it needs service.Enlarged: 

We recently started using the Facilities module in IIQ. Being an IIQ administrator already I have been helping the Facilities team with getting setup. Yesterday we had an interesting occurrence that I can’t wrap my head around. I replied to a ticket in the “Ticketing module”. The requestor replied to that email, but when they did, it created a new ticket in the Facilities module. This has only happened once with an external user (parent). We only use email to ticket creation.I came to the knowledge base and learned how to create a shortcut to send the ticket to Ticketing and vice versa. I updated the “Facilities” “from” email so it was no longer “notifications@”.Any other insight on why this may have happened would be appreciated. Thanks! 

When I am viewing an individual user and click on one of their assets, frequently what opens is the last View I had open instead of the Asset record. This has been happening for a few weeks now. I have seen that the system seems to work in layers, so I think what’s happening is that the asset is  hidden beneath the View that comes to the top.  But I can’t get to the asset without trying the whole thing over, or closing the tab and reloading IIQ. I have checked around the borders of the window, looking for an “edge” or some way to get to lower layers with no luck. 

In the default asset csv download, there are some fields that do not map to the asset record in IIQ:Retired Date, where does this value in the csv file map? Is the ‘Last Inventory Date” field in the csv meant to map to the “Last Verification” field in the asset record? Finally, if I have a “OnOff” field in the asset record and want to add that field to the csv file import, what value to I provide in the csv? Are these yes/no or 0/1?  

Is there a way to convert a ticket that comes in from one of my agents to an iiQ corporate support ticket?  Example I as a district admin am unable to fix the issue my agent is reporting.  Instead of recreating the ticket can I assign the ticket to iiQ corporate support? 

I'm working on loading data into our SIS from Incident IQ to help track staff and student assigned assets (mostly student, but I figured I might as well grab staff ones while I'm at it), and am trying to figure out how to include the Assets data in my API response from IIQ. I've tried the "/api/v1.0/users" endpoint and also tried creating a view and using the "/api/v1.0/users/view/{view-id}" endpoint. The view includes Assets as a column. I can't seem to get it to return the assigned Assets for the users even though the documentation indicates it should be one of the returned items in the JSON response. I’m working with Python since it has a module for working with the API in our SIS.import requestsurl = "https://{iiq_domain}}/api/v1.0/users/view/{view_id}?$p=0&$s=10000"

If so, are you integrating it with Microsoft 365 (Outlook)? Our District is looking at adding the Events module to our iiQ. We want to know what your experience has been?  Vince

I have a question about requestor ticket replies.  We have a few vendors that will alert us of safety and security concerns from within our network.  What we see currently is that a vendor will email an alert to the help desk, creating a ticket.  An agent will reply to the ticket and according to our vendor they then reply back, but the vendors reply is never received.  I’ve determined this is due to the ticket unique reply-to email address that is created for each ticket.  We have confirmed with this vendor that SalesForce (their ticket system) does not recognize the reply-to field.  Is there a way to fix it this so that the replies are received and added to the ticket?

When creating a template, an asset and location (and even the issue) are required. Objective is to create a generic template for a particular issue. Then when wanting to submit bulk tickets for an allotment of devices using the template.Unfortunately, an asset has to be associated when creating the template. Then when using the template for the bulk allotment, in the description the associated asset is listed in each ticket. Eventhough the different assets are properly attached to the tickets. Causing you to have to open each ticket to correct/amend the asset in the description to match the asset attached to the ticket. Frustrating and counterproductive. 

Hello,Is there a way to hide parts that are no longer used, ie toner that is no longer used in active printers?  Also, if not, if the part is removed from the list, will the activity stay with the tickets that are linked to them or will that information also be deleted.

We are exploring the Vanco integration for fee management next school year. Our district currently uses RevTrak (which owns Vanco).Questions:Can parents/guardians pay fees directly in IIQ with this integration? Does the integration pull data directly from Vanco into IIQ? What's the differences between using Fee Tracker and the Vanco integration?If your district currently uses the Vanco integration, we'd appreciate your feedback on these questions!

We are looking for a way to assign only the verity permission to a certain group of District Level Tech.  We do not want them to be able to edit or delete the asset, just verity it.  Can this be done and if so what permissions would need to be set?

Can we change the name of a column in a view?  Example is we need to export the “Requested for Email” to use in another import/script but the column header needs to be specific like “User principle name” so we have to do the export of the view then change the column header each time.  Was hoping there was a better way.

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!

Hi all. I just noticed that Intune is not creating new devices because I have set the default location mapping to “none.” I was hoping it would solve the issue of not being able to manually set device locations. I was also trying to create rules to control the location but I have encountered this new issue where new devices are not being created because a location is required. Some potential ideas I have are:Turn location mapping back on Devices will be automatically created by IIQ Locations cannot be manually set as an Intune sync will kick it back to the default location mapping Devices will have a default location of “Unassigned” This will affect the accuracy of site numbers Keep location mapping off Devices will have to be manually added to IIQ Intune MDM will not create new devices Room for error, discrepancies, etc… Location can be manually set and

I’m looking to clean up my options once I click on Assets.  Right now I have 14 views that list out every time I click.  This makes it so I have to slide/page down to get to the ‘Check In/Out’ option.  This is especially tedious to do on the mobile app.Is there a way to create a folder system for my views so that I can group them and thus shrink the number of views on my top level?

Are there any ways in IncidentIQ to programmatically (or through a report) access files that have been attached to assets? Or to create views that filter assets by whether or not they have files attached to them?We are interested in tracking images of damage, repair document history etc to assets vs tickets, so we can keep a better overview of the history of damage on devices.

Various departments already have documents we’d like to put on our KB. The documents are in pdf/word/excel format. Is there an easy way to import the documents to be used as a KB article?

Is there a way to filter by submitted time stamp or closed time stamp?  I would like to be able to look at how many tickets are submitted at certain times of the day, and I would like to see how many tickets are closed at certain times of the day.  For example, how many tickets were closed by agent x between 8am and 10am.

We are battling students bypassing our web filtering, when they do this our web filter just reports an IP address instead of a username. I know the IP address is in IncidentIQ and that would tie it to a device thus tying it to a student. Is there anyway to search by IP or MAC address?

I recently created a required field for our Chromebook repairs to always needing a part… I did not think of the simple fixes that do not require a part. Is there a way to add a “Yes/No” choice to the field or update it using an “IF” with a comment like “no part needed”?