Ask the Community

I created a Ticket for myself, Resolved it, as well, but then I got an email notification saying that the agent was changed to another coworker of mine. I never did that...! How is that possible. If I would get a valid email from one of the iiQ techs , I could sent you the exact ticket scheenshots and the email I received about this matter.  Thank you,  Ben

Over the last few days, whenever I go to assign an asset to a user, I have to do it twice because nothing happens after the first time. I’ve heard from other agents in our organization who are experiencing the same issue. Is anyone else seeing this?

Hi there,I’ve been looking around and trying out the variables mentioned in this KB article: Supported Variable Data Points for Email Notifications | Community (incidentiq.com) However, I’m just trying to create a general salutation in my comments to users like this:“Hi {{Ticket.ForFirstName}},”But either entering it directly into the comment or using a text snippet shortcut doesn’t appear to work. Any advice or help on this would be appreciated, thanks!

In Users Explorer, in a student’s profile, there is a selection, “Internal Comments.”  How can I use this?  I am looking for a way to include student specific notes in Incident IQ.  We use the program to track Chromebooks at a high school and we need the notes option so that we can track things other than fees and fines. 

When a teacher wants to start a ticket and clicks on My Assets on the left side, it shows all the chromebooks and devices assigned to their classroom.  I have had about 5 teachers in the last week tell me that they are unable to click on an individual device listed to start a ticket on it.  Is there a setting we’re missing to have teacher’s be able to add the asset/serial number to their ticket?

We currently run Powerschool and I am sure you are all aware of the situation with them, but I have a feeling in the future we will have to look at potentially switching SIS systems.  I was just wondering if anyone has gone through this before with IIQ and is the process easy?  Anything to look out for with old student/staff profiles already created?  Will the user records/device assignments just merge automatically if we do end up switching?  

As our use of iIQ has evolved, we’ve arrived at a unanimous consensus on our large Tech Team that Parents being able to login to iiQ is a requirement.  So we’ve been starting testing.  Why do we feel this way?  We have a very large # of TK-12 students, mostly remote where the Parent plays a major part of the communication with Tech.Yet, this response has me very concerned about how we would proceed?  SIS created Parents cannot login to iiQ?  Why?  Any other users have comments on this?    

Is there  a way to use a Subtask in a Rule?I’d like to have a Subtask fire off an event/webhook when the Subtask is marked as Complete.Or should I convert that particular Subtask to a Subticket to be able to take advantage of Rules?

We are in the process of onboarding to Incident IQ Asset Management and are trying to impliment the most efficient labeling process that works for us. We would like to leverage a QR code that, when scanned, will launch the IIQ App on our phones and bring us directly to the device. Now, I can add the link to the device in IIQ and it launches a web page that brings me to a view of the device but it is not very smooth or seemless. Is this something anyone has done, or am I just way out there in wanting something like this?

With our assets we have:Asset Type Asset Status Model Location Room Specific Location Asset Tag Serial Number and more…I am wanting to export most of those above but for some reason when I go to export, there is no column for Specific Location. Why is that?And looking at most of the Assets, they have the Field.How can I export that column?

I would like to email principals a report of their campus that would show all the chromebook damage (aka parts we replace) durring each month and have it all automated in incident IQ. Is this possible? 

I currently use a POST:URL: api/v1.0/assetswith a json body of:{"Filters":[{"Facet": "AssetSerialNumber","Value": "<asset-serial>"}]}This works great. I am now trying to get and update the custom field we have which I can see in the response from above: "CustomFieldValues": [ { "CustomFieldTypeId": "long_id_that_im_not_sure_if_i_should_post", "EditorTypeId": 1, "Value": "my value", "IsHidden": false }, ],I’ve tried doing: https://demo.iiqstaging.com/api/v1.0/custom-fields with json value:{"Filters":[{"Facet": "AssetSerialNumber","Value": "<asset-serial>"}]}But this does not work  I am just wanting to get an Asset by its AssetSerialNumber value and then get its CustomField. I’d like to be able to get it and then update it possibility if I need to make changes.

I am trying to figure out how to put or link my assets from my ticketing windows over to the Events portal of IIQ. Basically, I want to know if I can use the projectors I’ve put into IIQ in the Events side of things? That way if someone needs a projector they can select one? 

While Incident IQ already includes a tagging feature, we want to create a rule that automatically tags tickets and adds them to a custom view when they’ve breached their SLA. However, there is currently no system trigger that updates ticket SLA values on a regular cadence. As a result, we do not have the option to filter by "When field is updated: SLA Response" or "SLA Resolution", preventing us from using tags effectively for SLA monitoring.The ability to implement such system triggers would significantly enhance our ability to track and enforce SLA compliance. A cadence-based system trigger to update SLA values would ensure tickets remain accurately aligned with their required service levels independent of Agent, Requestor, or Workflow action. This would allow for more precise SLA tracking and improve overall service performance.Introducing this functionality within Incident IQ would provide the robust SLA management capabilities needed to improve service delivery, accountability, an

Is there a way to force a user to enter a serial number for Chromebooks only? 

Is there a variable data point that tracks the date an asset was checked out? I want to send a reminder email through the Rules Engine to users who haven't returned their loaner device after a specific number of days, including the date it was originally checked out to them.

Has Incident IQ came up with a Mandatory Serial number field yet?  This field would be a blessing if it’s possible.  

I have a bunch of desktops I want to track; I am looking for a way to setup an automatic ticket on a desktop that hasn’t been used in 30 days. I am almost certain it can be done I just think of the process or where to start. I was thinking ticket templates but then thought maybe rules. So, any guidance on this would be great or perhaps a different process all together.Thanks,Jeffrey

Chromebooks are showing way more information in Asset Explorer than Windows devices?  Why is that?  Does something need to be enabled?

I would like to re-install a learning application app that was removed. When I navigate to Apps > Browse > and search for the app, it is no longer available

I need the data point for when a ticket was created - does this just not exist? 

Hi All,I have always been able to see how old a ticket is in terms of days old. However, as of today, I can no longer see the age of a ticket in days. I can see the submitted date, and can do the quick math, but it was nice to be able to see a day count on the tickets instead of reading a list of dates. Does anyone know how to bring this back? I looked at columns for a bit and didn’t see anything that worked.

I have an issue where when a ticket is in level 2 or 3 or assigned to manager, we have reasons we want them to stay there and a over zealis level 1 tech assigned the ticket to themselves and works on it, sometimes we are waiting on the “go ahead approval” or have other factors, etc where we don’t want this to happen. I have tried making custom permissions but I cannot seem to achieve what I want.Does anyone have an idea how i can solve this?I just don’t want level 1 agents to be able to either see or assign level 2 and 3 tickets to themselves.  My main concern which i have seen happen many times is we send a level 2 or 3 person to actively work at a site on an issue and the level 1 person just takes the ticket and starts working on it at the same time, this is something that we would like to stop. When we had web help desk it was possible to make certain ticket categories or level not visable to other levels. 

Hello,Is anyone else experiencing a sync error with Aspen OneRoster csv and IIQ?  We had been using the same zip file containing 8 csv files, but after 12/12/2024 we are now receiving a sync error.  ERROR: Error converting value 11/16/2025 12:00:00 AM to type 'System.Nullable`1[Spark.Shared.Datatypes.Date]'. Path 'Entity.PasswordExpirationDate', line 1, position 3770. Support is saying that the manifest.csv and demographics.csv and this should work, but we had been sending the files over prior to this date without issue.  I also manually removed the files and uploaded via FTP and still received the errors.