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I'm using the endpoint /api/v1.0/tickets/slas to retrieve SLA information related to tickets; however, it returns a 500 Internal Server Error when the itemcount is 0.{    "ItemCount": 0,    "UserToken": "",    "RequestDate": "2024-11-27T17:54:54.835596Z",    "ExecutionTime": 348.4801,    "StatusCode": 500,    "Message": "Internal Server Error",    "ServerName": "tickets-00023I",    "ProcessId": 4020,    "Properties": {}}payloads = {    "Schema": "All",    "Filters": [        {            "Facet": "createddate",            "Name": "daterange: 11/27/2024-11/27/2024",            "Value": "daterange: 11/27/2024-11/27/2024"        }    ]}headers = 'content-type': 'application/json','accept': 'application/json'‘authorization’: ‘Bearer’ + key

Hello, I would like to ask about this since the SCCM setup guide does not give much detail on this. We have IIQ set up with SCCM to map by OUs in Active Directory, however, I have noticed lately that this option has not been creating new assets. When I look for one of these assets in the sync log, I see something like the following error: “Incident IQ Asset [AssetId:asset_tag] was skipped. Location could not be mapped, and no default location mapping exists.”We do not have a default location mapping set because we have some assets without a fixed location and we want our agents to be able to change location for those assets as necessary, while the default location mapping would keep switching them back to whatever location was set to default.I’m not sure why the sync is unable to read our location mappings. I’ve tried a few different ways to write the OU path, but none of them have worked. Currently it’s set to [Active Directory site]/[District OU]/[Computers OU]/[School Level OU]/[Bui

Trying to create an Article to add a printer. I have made the category "Printer" . When I select save for the article I have made, a red prompt appears saying to "Select kb category". Nothing I type gives any results. There is nothing to select, so i cannot finish the article. 

Is there anyway to have a device move to the homeroom of the student it is assigned to? Trying to avoid having our techs manually move everything into the kids classrooms

Anyone Else experiencing major performance issues with IIQ today?  Navigating tickets that do not load and if they do I cannot add actions so I can resolve tickets.   

Is it possible to use the approval of a subtask in a Rule that would update our ticket (looking to send it to another Team when the subtask is approved).Maybe I’m missing how to do this?Thanks

Can we get an update? Please

It appears that IIQ is down? Can’t sign in, webapp side inaccessible.

Is anyone else experiencing slow load times with iiQ today? We are experiencing issues with tickets not loading and ticket views not loading or taking a very long time to load. Anyone else?

Does anybody know if there is a way to not require ticket action time, but require the labor rate time?

Is there a way through the asset importer, or another method, to mass link assets?We have 900 iPads that each have their own case that we want to link to each other. So it would be a 1:1 link for each iPad.

Figured I’d post here since the issue hasn’t resolved after 15 minutes.I’m working a ticket that has a device assigned through the spare pool. I’ve got the device and click on “return spare”iiQ is returning the spare to the pool but is not unassigning from the student OR recording that the action is complete, leaving the ticket in limbo as I cannot close it. 

Hi there,we’re getting complaints that we’re sending too many emails out, and I’d like to know if there’s a way to perform an action and resolve a ticket at the same time, so that the customer only gets one email instead of two.Any suggestions? Thanks!

One of my facilities people showed me this, the click here to unsubscribe goes to nothing, not sure if glitch.  

Is it possible to add a “Set device status in Google” rule action to an On Schedule triggered asset rule? I’m not seeing it as an option. It only gives the option to change the asset status.I’m looking at creating a rule that automatically disables our unreturned loaner Chromebooks at a certain time after school lets out. I was hoping that a Google status rule action would exist in the on schedule triggered rules just as it does for all the other trigger types. 

My district is new to Incident iQ. When logged in as an agent on the web, I’ve noticed that my notifications are not in chronological order. I have to click the bell, scroll down, and click “See All Notifications” before I can view the most recent notification. Is there a setting to change this?

After playing around with this option, it looks like only an admin can share a ticket. Is that correct? Is there going to be a change in permissions in the future that would allow someone to share a quick ticket with one of the coworkers or with anyone on their team?

I have looked and looked but cannot find where the Events module is enabled. I don’t have that option down the menus on the side. I have looked in the Admin section, but still can’t find it. Please, could someone let me know how to get access to make Events? Am I correct in believing that the only way to set up a reoccurring event is through the Events module?thank you.

Would be beneficial to our customer service building to see tickets that have been resolved by an agent and then reopened/escalated by the requestor afterwards. Would like to include tickets that have been marked resolved, then reopened, and then resolved again as well (in other words not just currently reopened tickets but past ones). Is there a way to go about this?

I need Renaissance Place added for Ticket Type/Model. It is currently not available in the Apps tab while logged in as an administrator. I am also unable to add it.

I had a technician tell me today that when they create subtickets for tickets they are assigned, they want those tickets to automatically be assigned to them. He said he rarely assigns subtickets to others but creates them for projects he is working on.Accomplishing this turned out to be possible, but isn’t as easy as I had hoped. There is no way to reference the agent from a parent ticket when creating a sub (that I could find). I even thought about experimenting with tags, but it would be ugly at best.My current workaround is this. This rule works, but is user specific. 

We’re thinking through how me might use IIQ to track licenses that are assigned to assets. We could create an asset model that represents the software and specific assets that represent individual licenses, then assign to a user if appropriate but not sure about assigning to a device. I see an feature suggestion around this but short of specific functionality being added in the future, has anyone handled this in IIQ using existing functionality?

Today (9/30/24), there are some new implementations that I do not like. Actions are now required to resolve a ticket when using an alternate resolution (Resolve - No Response), when this has never been required before. Additionally, actions are now requiring that we add time to them in order to add them to the ticket. This is not a metric we use, so adding time is meaningless. Is there a way to disable these? Additionally, as a sort of annoyance, when assigning a ticket before, the view was automatically agents so you were able to assign tickets to only users who were marked as “Agents”, but now it’s listing every single user in our district. We are a 28 school district, which is means there a lot of users. It’s so frustrating, is there way to change this back so the automatic view is agents?

I would like to create a view that shows all active students with a column that shows internal notes for the student. Currently, I do not see that as an option. Is there a way to achieve this?

We have several different types of devices (keyboards, Docking Stations, monitors) that don’t cost enough to assign Asset Tags and some items don’t even have Serial Numbers, but we want to track how many we have on hand and where they went.  I thought about using Parts, but haven’t found where I’d be able to assign them without a ticket and we don’t want to create a ticket for each Docking Station we send out (especially on our initial distribution).Is there a way this can be done in IIQ that I’ve missed?