Ask the Community

I have created a stale ticket rule applying it to in-progress tickets.  I assumed that it would be applied to all tickets under the in-progress status.  However, I ran across a post that stated that it would be applied to any New tickets that had the corresponding status.  Would it be a feature request to have newly created rules applied to the work status of all in-progress tickets?

I created a custom field to determine if the user is insured or has already used a claim. However in order to view it I have to select “Edit User.” Is there a way to remove feilds like “job title” or “supervisor” so that the custom feild will be visible?   

I am looking for a report (or view) that can show me what tickets used specific action.  We have a specific action for when our Chromebooks are sent to Dell for warranty repair.  It also updates the status.  When we get them back the actions are updated (returned to student, etc) and the status changes to resolved. I’m looking for a report or view that can show me which tickets were sent to Dell, either by the action or by the status.  Is that possible?

We recently ran into a situation where a user sent in an event request ticket for two different rooms at two different locations. I’m looking for help on handling the approval chain when that happens. Currently our Events approval chain is structured to first send an Event ticket to the building admin based on the location selected as shown below: Once the building admin approves the ticket, it moves to other departments based on custom fields, for example, IT, like shown below: At the bottom of the rule list, once all necessary departments are notified, we have a rule that resolves the ticket so that the event can be approved:The problem is if an event is submitted with 2 locations, the first rule routes the approval to the first location listed, but the team for the 2nd location never gets a chance to approve since the first rule fires on ticket creation only. This results in one of the locations not being aware that a space has been requested, and allows a team from a different loca

Good morning, I am trying to export a file for assets that we have in district for auditors however I am running into an issue where it will only export 500 devices out of around 2400. Is there a way around this where I can get all the devices in one export?

Is there a way to embed a google form into a ticket? I have tried placing the embed code into a info custom field as you do HTML, but it will not work. I don’t want to upload a form to iiQ and attach it. We use google forms to collect and store information on who requests specific things.

Is there a script example or have anyone successfully used the api to trigger a ticket creation from a ticket template?I have a ticket template that only requires the ticket creator to type in a student’s ID and the template takes care of the rest. Here is where the student ID would go.  

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.