Ask the Community

Hello everyone Reaching out to see if this can be done. I would like to setup to where techs/agents can only see the unassiged and tickets assiged to them, but thats it. TIA  

We are currently using IIQ Ticketing and Assets. Our Facilities department is considering moving to IIQ’s facilities module. I’ll be assisting in this and had a question. The facilities department is interested in email to ticket creation. We currently are using this feature in ticketing and I was wondering if the facilities module would be able to have a different email address for ticket creation that could be separately enabled/disabled. Any insight would be helpful. Thanks!

Hi Is there a way to add any Ticket due date to the incident IQ calendar?

Hello,Thank you for all your help here in the IIQ Community.Please bear with me as I get more acclimated to our system. I apologize in advance for the length of this post—I'm aiming to be as detailed as possible. If anything, this helps me organize my thoughts for our IIQ rep.Below is a summary of issues reported to me by users, followed by potential solutions I’ve identified for handling them in IIQ, as well as options I may have as an admin. I’m curious to know what’s possible in IIQ and what I can manage on my own without always needing to involve IIQ support.1. Event Denial for Specific Dates (Principals Denying Dates)Problem: In our previous system, principals (or any approvers) could view all event dates in a request and deny specific dates within the request. In IIQ, they are unable to do this. For example, when conferences are happening but not in the cafeteria, principals may want to deny outside groups from booking the space on specific dates but not block the entire event.Fo

Hello,I’m new here and grateful for this resource. I’ve been advised to start a new topic regarding some ongoing issues with our organization’s setup of Incident IQ after the initial implementation. Some of these issues were raised with Incident IQ support previously, but from what I understand, they weren’t fully addressed or configured as planned. I’m coming in at the end of this process, so I wanted to outline the key concerns.Here are the main issues: Routing Pathways: We need to create missing routing pathways to ensure events are routed correctly for both pending and approved organizations. Calendar Integration: The calendar integration needs fixing so that manually approved events display the correct approval icon on the calendar. Manual Toggle for Missing Organizations: We need to finalize the manual toggle for missing organization names. This will allow admins to process events without requiring organizations to resubmit their requests. Shortcut Routing Issues: There are

Looking at this documentation to create a Ticket and add a Follower at the same time.https://apidocs-cdn-g84-useast2.incidentiq.com/docs/v1/c2063c5b4a522-submit-a-new-ticketBut, I’m unsuccessful.  Is anybody able to accomplish this?I’ve tried“TicketFollowers”: “UID”“TicketFollowersUserIds”: “UID”“TicketFollowersUserIds”: [“UID”]

Is it possible to have a monthly ticket report automatically generated and sent to specific users? We have a need to have a monthly report generated that shows all the tickets entered in a given time frame and ticket status/resolution.  

I was testing “required ticket actions” to force the agent to change issue type from “Other and Not Listed” to the correct issue. The action appeared on the ticket, but I couldn’t confirm that the required action took place.I updated the Issue Type to the correct one and confirmed the issue, but I still couldn’t “check the box” or “refresh” the ticket. I then:Removed the required ticket action from the rule—no change. Deleted the required ticket action—no change.Now, I have a ticket I can’t resolve or delete, even through bulk delete. Any advice is appreciated. 

I’m trying to apply the Asset Recent User Mismatch filter to an Asset View of Chromebooks that I’ve created and the results returned are far greater than I was anticipating. Does that filter pull only the most recent user to login on the device or does it pull all users that have logged in at some point?

I want to send a reminder to the “Submitted By” user, two days and then five days, after the ticket status has been set to “Waiting on Requestor.”On the fifth day reminder, I want to let them know that the ticket will be automatically closed within the next 24 hours, and then have it do just that.

Hi, I thought I’d submit an easy question today, at least easy for the community maybe. I have two users have identical permissions in IIQ but one can view the calendar a their location and the other cannotI can’t see any difference in any specific settings between the two. Their roles are the same. the only thing I’ve been able to come up with is for one user to clear their browser cache.  Any ideas on why this may be happening?Thanks, Al

I searched through the community but I am not seeing quite what I need. We have a Principal who wants to view the tickets for his building.  Is it possible to make him an agent and give him view only access?  Can we make it so he can only see his building?  Regardless, of whether he can see all tickets or only his building - the more important question is the 1st one.  Can he get view only access? I know he can be added as a follower if we need to go that route.  But I don’t believe you can view closed tickets and he wants the ability to look at those.

How do I find the reason something is marked as a duplicate in my import? Can't tell which field is being marked as the duplicate. My settings are match asset tag or serial number but the list of duplicates doesn't check out. Most of the marked duplicates are NOT duplicates - I've gone back through my import file.

Hi everyone! We have a small number of devices that we think have had their asset tag and/or serial number changed in Incident IQ. Is there any way that we can find those devices by the old asset tag or serial number, the same way we can for Previous Owner? If using the API is necessary, I’m happy to do it that way, but I’m not sure I can see a straightforward way even with the API.Thanks for any help!

Recently I’ve noticed a change in behavior when I “Change Issue”. Because all of our tickets come in via email we assign the generic “Other” issue to it when it’s received. Then the ticket is assigned to our team and then an agent. The agent will then update the issue using the “Change Issue” button.Recently I’ve noticed now when I push Change Issue, it reverts to start ticket after changing the issue, even though the ticket was already started. We have to then click start ticket again to the issue will be changed and confirmed. Is this the intended actions moving forward?

is there a way to block students from adding a picture to their account?  Thank  you!

I really want to get Jamf more in sync with incident IQ. Some fields are available to write back to jamf by default but others are not.One thing we’re struggling with is device asset statuses and how to handle them when they change. I would love to be able to have a rule(s) to update jamf with the asset’s new status in an extension attribute whenever it is changed in Incident IQ, does anyone have anything like that setup?

When I scan an asset, there is no longer a view tickets button.  This was really handy because I am a field tech and I work on chromebooks daily. 

I had a couple questions about best practices when creating tickets. We've noticed that when creating tickets for chromebooks or iPads using the "New Ticket" Button,  once the ticket has been created the ticket doesn't attach the owner as " requested on behalf of " unless we do it manually after. Is this normal? If I create a ticket on the device info page it does attach the asset owner automatically. Is there a reason for this? or is it just a glitch?

Is there a way to deploy the IIQ IOS App and include the distict URL via a .plist file via and MDM? I would like to install the IOS via a bulk volume license purchase through Apple and deploy it to users devices without them having to input the district URL. The plist file I would think should look something like <plist version="1.0"><dict><key>DistrictURL</key><string>district.incidentiq.com</string></dict></plist>

Hello!I’m curious on how I make a shortcut? I see the option for them when I’m inside a ticket, but unsure how to set them up prior to that screen. Furthermore, I want to make a shortcut to add resources to a ticket of issues that we run into fairly often. Thanks for any help! !--a=1-->

Is there a way to filter for Chrome OS versions that are at a certain level or higher? It looks like I can filter for specific versions but I would like to filter for all Chromebooks that meet or exceed that version.Thanks 

I no longer see the option in the JAMF app to push data from IIQ to JAMF. Is this no longer a feature, or am I missing a setting?

Is there a way in Incident IQ to stop having multiple emails sent to person who created a ticket and for the person who received the email? I get multiple emails for every step of a ticket and I don’t need or want all those emails as the ticket progresses.

We sent out generated statements this fall to families - some who deny recieving them. How can I verity it went from IQ to family?