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We have a user that has repeatedly broken our rules and is at this point no longer allowed to have a device.  Is there a way to make it so that no one can assign a device to his account?  Can I disable his account but still keep the history in the event that we decide that he can have a device again?

Looking for some help/guidance on this one.I’d like to build a ticket/quick ticket that can only be seen by building principals and agents for student information requests (eg filtering or email history). That way, I don’t have teachers or staff asking for that data and we can create a proper channel of communication with the requests.Anyone had success with this before?

Has anyone else struggled with the built-in knowledgebase editor in Incident IQ? It seems to be great for basic how-tos and long step-by-step lists, but the tool appears very incomplete and buggy at times. There are a number of things that we’d like to contribute to the already-large ‘Ideas’ pool that seem like they should be here already. Migrating our KB from Freshdesk has been a visual and functional step down and very difficult to bring over.  That said, how did you handle creating or moving your knowledgebase within Incident IQ? Do you have integrations with paid or free documenation tools that you like, or do you just link your docs out to another platform? If it’s not in an integration, how do you make the most of the editor? In our experience, it’s rather clunky. We favor Google Docs-based documentation because it gives us great formatting capabilities for our end-users, but adding more links and clicks to the user experience isn’t always practical depending on the audience or

I need to provide a report to our wonder government on the complete history of multiple devices. i.e. Chromebooks and iPads.  My problem is that when a device is returned and reissued, the date the device was assigned to the new owner is overwritten from the past owner.  The tracking information is only available in the “Timeline” of that particular device.  So far I have not found a way to download the “Timeline”.  Please help… :)  I really appreciate any help you can provide.

Looking for any assistance from another district that is using MS SCCM Devices App successfully for Audit purposes…Support states it has to match on name, but we do not have “names” in SCCM, only ID number.  ID numbers are unique, unlike names.  If you are successful with audit and SCCM, what exact query field are they matching on?

When working with Linked Assets my district mainly tries to use this feature with Chromebooks linked to the Chromecart they exist in out in the field. On the Chromecart side of the Linked Assets you can look in the timeline to see devices that have been linked and unlinked but on the Chromebook side of the Linked Assets you do not get entries into the device timeline for when it was linked and unlinked. Is it possible to make a Chromebooks timeline show when it was linked and unlinked from assets?

Is there an API for adding a follower to an existing ticket?

We want to setup tickets to automatically be opened when a maintenance due date is coming up for a given asset. Example:Custom field (date): Inspection Due DateWe cannot seem to automate tickets to be opened when the inspection due date is <30 days away. Mechanics need to manually check the asset data to know when maintenance tasks like this are upcoming for any specific vehicle. This seems like a pretty big shortcoming of IIQ facilities with regards to asset maintenance

Is there a way in Asset Explorer to search for discrepencies between two different fields that should match in our inventory? For example we are wanting to locate a list of all our Chromebooks in inventory that do not have a matching value for Serial number and Asset tag? Is there a way to design a Custom Field in Admin for that purpose, etc? Thanks - ACSD1 Technology

Hi, We are just new users for IIQ and I’m hoping to ask fellow IIQ users if one of you have tried to use IIQ API to NinjaOne API to pull the data for asset management rather than doing a manual upload.Thank you in advance.

Sorry if this has been asked before but I am looking for ideas on how to use IIQ to track material cost.  This would be a bit different than part cost or labor rate costs.  Here is the example in my organization.  We have an in-house graphic designer that makes posters and signs as part of his other duties.  I was looking to see if there could be an easy way to add the cost of materials such as paper, ink and toner to the ticket that can be used for analytics and tracking later on.   The issue we find is we will get requests to make large posters or print many signs and right after everything is printed someone will come with a last minute change or addition requiring everything to be printed again.  We are told over and over to cut costs but trying to explain that this behavior of last minute changes is a primary reason costs are so high does not check with the ones asking us to cut costs.   I just want to have some hard data to show and if a job has to be printed multiple times we co

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!