Ask the Community

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 func

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.  

What are some custom ticket statuses that you have created. We have created the following:Invoice - waiting on principal approval Invoice -10 DayInvoice - 30 DayInvoice - Magistrate 

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.

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 practica

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

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