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2026 Topics
TAnders
Specialist
TAndersSpecialist
asked in iiQ Facilities
Export field for Total Cost of a ticket

We just started using Facilities last month, and it has the nice built in tracking for labor rates for the tickets. We have come to the first time we need to bill out some tickets to other departments and I am not seeing a “total ticket cost” field anywhere that I can find. Am I missing something? I have a field for total labor cost and total parts cost, but they are separate in the export. The ticket itself has the total cost on it, but that field doesn’t get exported with what I have tried. Is there really not an exportable field for “Total ticket cost” that includes parts and labor?

11113
Layla Stone
S
SJanketic 2707173 pmschoolsObserver
asked in Apps
Import IP Address from Intune MDM

Hello,I was wondering if there was a way to import the Last known IP Address of an asset from Intune. I don’t see a custom field to import it from. I see for Google Devices this was made possible. Can we make it so the Intune Sync has that capability as well? Thanks!

501
Kathryn Carter
B
BTalbert 633369c kelsosdObserver
asked in Tickets
Rule that triggers when a ticket is removed from a specific agent

I tried to do some digging for this but no luck. We are new to IIQ and on our previous helpdesk system we had a rule that would alert a tech if they had a ticket that was assigned to them but then another tech assigned it to themselves. I’m not seeing a way to do this. Anyone else able to do something similar?

504
Kathryn Carter
S
SJanketic 2707173 pmschoolsObserver
asked in Users
Import what devices a user is an Owner of in Microsoft Azure

Hello Everyone,I was just curious if there was a way to import what devices a user is tied too in Azure AD. As a means to find out what device a user was last logged into. The registered and activity timestamps would be very useful as well. Thanks everyone.

593
Kathryn Carter
A
ACraig 3670315 harborfieldsObserver
asked in Other
Ticket Update Rule - Add Follower

Hello everyone,Our School District recently switched to incident IQ, and so far, it has been great. We’ve recently been working on our rules system and have a question regarding the when ‘Updated’ section.Besides our IT team who are all Agents, our Director of Technology is set up as an iiQ Administrator and Agent in the system. We already have rules set up to add her as a follower for certain scenarios, but want to see if there’s a way to do the following…When a comment is added to a ticket by our Director of Technology, that she isn’t already a follower of, automatically add her a follower.This would ensure that she is able to see any further updates that we do on the ticket afterwards for context. Now, I know that you can add a filter for When field is updated > Comments, but I don’t think there is a filter to check for the user who actually posted it.This is a very niche situation, and it’s quite possible that it doesn’t exist because the system isn’t designed to work this way.

1271
Kathryn Carter
A
AAllred 16080dc aapsObserver
asked in Assets
Google Status Update - Disable Button putting Devices to Missing, Re-Enable setting devices to In-Serivce

So this is a bit Tricky.  I currently have rules setup in IIQ to Enable a device in Google if the status is set to In-Service or In-Storage, and to Disable a device if set to Lost, Stole, or Missing. I also need IIQ device status set to Missing when a device is set to disabled (button pressed), and to “In Service” if the Re-Enable Device button is pressed. I set up the rule “When Updated” When “Google Status = Disabled” set Status to “Missing”When I press “Disable Device”, it stays “In Service”.  From this point, if I press “Enable Device” the device re-enables but then the IIQ Status goes to Missing.  It’s almost as if it’s doing this reverse and I’m unsure of how to set this without messing stuff up. I’m disabling all other rules before hand to make sure that nothing else is triggering this.  Any Help or insight would be greatly appreciated!

916
A
M
Contributor
mwhiteContributor
asked in Tickets
Extra steps when submitting a ticket through "My Classes"

In the past making a ticket using My Classes was fast and right to the point, just like the KB Guide shows; however, something has changed, now there are several steps. It even asks the “location” of the ticket and the asset it no longer linked, you have to select the category.Is there something that changed? Do we need to change something on our end so that the teachers can go back to the regular click, click, click, submit?I have a video of the process, that I can attach, but I have to blur the student names, first.

342
Kathryn Carter
A
AAlongi 63c18d wvcsdObserver
asked in Assets
Move device to specific OU when unassigning it?

Hello,I was wondering if it is possible to set up a rule so that when a device is unassigned, its Google OU is moved to a different one. Thank you!

812
JustinRaynor_iiQ
A
Participant
AMeyer Greendale SchoolsParticipant
asked in Users
Room assignments for staff

Going down another rabbit hole here.We are looking at adding rooms to staff profiles in iiQ.We use Google SSO and Infinite Campus for our SIS.In iiQ Admin>Apps>Manage>Infinite Campus>Settings tab, I turned on the Add Rooms to users option.This pulled homerooms for students only. Should this data be populated for staff as well?

816
Kathryn Carter
KHowe
Contributor
KHoweContributor
asked in Apps
Free Tracker App - Invoice customization

We are setting up the fee tracker app to issue invoices to parents of students when they break a Chromebook. When adding a fee, I see a section to attach a photo file. Is there any way to attach a photo to the invoice? Looking at it, I don’t actually see any way to customize the invoice itself.  Also looking at it further, I noticed that if you submit a partial payment, it will generate a receipt but that doesn’t include anything like “balance remaining”. Is there a way to add that?

601
Kathryn Carter
J
JLaramore 77ba08 friscoisdObserver
asked in Tickets
DASHBOARD BLANK

For the last two days, I show zero tickets assigned to me in the dashboard.  I can log into the system fine and I also receive all the email notifications, just don’t see any tickets.  I’ve rebooted system multiple times….just curious if anyone else had had this recently?

121
Kathryn Carter
R
Robert CebulaObserver
asked in Apps
Google OU Write Back Test

I’m trying to test the Google Devices OU Write back feature by manually running a Full Sync.  When I do this, my test device does not move into the mapped OU as I would expect it to.  However, when I manually Push Data the device does move into the mapped OU as expected.  I’m trying to understand why this is the case.  My thought is that the Full Sync would also include pushing data to Google, so can you tell me why the device’s OU doesn’t change on a Full Sync, but does change on a data Push? I want to ensure that our devices will change OU’s during the nightly sync based on our OU mappings.

1246
Kathryn Carter
J
JAiello 3501f07 sd13Observer
asked in Tickets
Ticket Template, Confused between schedule and due date

OK, every time I look at the schedule vs the due date for a ticket template my eyes kind of cross.  Just tell me this...if I create a schedule to fire the ticket template on January 1st of every year and I set the due date to the last day of the month with reminders 14 days and 7 days before the due date, what date is the ticket fired and when are the reminders for the due date fired?  I think once I see how these all work I’ll understand it all much better.Thanks

945
Kathryn Carter
Kari.Grimes
Kari.GrimesObserver
asked in Apps
Jamf School Locations Mapping

I am on the struggle bus! I am trying to map my Jamf School locations to my IIQ locations and cannot for the life of me figure out why it won’t work. My Jamf School locations will not populate when I try to type them in and will not allow me to manually type the entire location in like I can do with my Google device locations. I have 15 different locations with assets at each. I would like to be able to run reports by building at some point. Does anyone have any advice for getting this to work? 

1175
Kathryn Carter
KKopp 187686d smithville
KKopp 187686d smithvilleObserver
posted in Other
Leveraging IIQ with Digital Signage?

I thought to put a feeler out in this forum to see if anybody has configured feeds or accounts to be used with Xibo’s open source digital signage. Previously we had something set up with our former ticketing solution that utilized Xibo and a read-only account to preview a variety of filtered views. Wondering if anybody else has tinkered with an arrangement like this with IIQ, what worked for you? 

864
Kathryn Carter
B
BNeal 9839ec5 bisd303Observer
asked in Assets
Add data to Custom Fields with Rules Engine

Is there a way in the rules engine to add data to a custom field (assets) on device update/checkout? I did not see anything in the rules engine. We are trying to add a checkout date to a custom field so we can sort/report on it.

712
Kathryn Carter
E
EricMNObserver
asked in Assets
Notification when new models need mapping?

When new models show up from our asset management systems, is there any way to be notified?  The devices won’t flow into IIQ until they have been mapped.  Is there any way to get some kind of heads up that a new model has appeared and is not yet mapped?  We sometimes forget and don’t realize until we start getting calls that a search does not find their new device.  Thanks!

352
Kathryn Carter
K
Contributor
KBremner 76000e4 mtbluersdContributor
asked in Tickets
Stop email notifications for some status changes

I have my settings configured to send me a notification email when my tickets are updated (“when your ticket status, assignment, or asset changes”) which is okay...most of the time. This triggers two emails when a ticket is created via someone sending an email to the system. I get notified that a new ticket has been created but I also get an email because the status has changed from ‘From Email - Validating' to 'Submitted'. Can I set up a rule that stops the system from sending the status change email for just this scenerio?

985
Kathryn Carter
MAndrada 510b733 powayusd
MAndrada 510b733 powayusdObserver
asked in Tickets
Is there a way to see who last modified a ticket?

Is there a way for someone, who is setup as an IIQ admin, to tell which Agent last modified a ticket? Modified meaning reassigned/unassigned a ticket.In the last ticketing system our district was using, it was easy to tell who modified a ticket pretty quickly.I’m setup as an IIQ Admin for our district in IIQ, so I’m able to see the rule logs of a ticket if a ticket is transferred, but it doesn’t tell me specifically which agent made the change.

512
MAndrada 510b733 powayusd
C
Contributor
christine214Contributor
asked in Other
Is IIQ Down?

is IIQ down? Again?  we get spinning pages or nothing at all

1927
Kathryn Carter
E
EPalmer 883df49 bvpObserver
asked in Other
Ticketing template module won't advance

I cannot get the module to complete past 42%. Some of the sections will not register as complete . Most repeat the same lesson when you hit continue. 

131
Kathryn Carter
H
HLicea 51023bd misdObserver
asked in Integrations
Ticket Statuses API Call

I'm attempting to retrieve ticket statuses through the API endpoint "/api/v1.0/tickets/statuses", but it appears to be non-functional.I’m following the documentation reference: Retrieve list of ticket status | Incident IQ API v1.0 (stoplight.io) 

714
J
Specialist
E
EPalmer 883df49 bvpObserver
asked in Other
Invalid SSL certificate on academy

We have been getting an invalid ssl certificate error when trying to use iiq academy . It was fine earlier in the day then stopped . 

264
Kathryn Carter
lpreedom
Contributor
lpreedomContributor
asked in Tickets
Ticket System Down Again?

Can’t get into the ticketing system again. I am assuming there is an issue going on? The status site is not showing anything.

689
Kathryn Carter
J
JSanders 397a803 rbbschoolsObserver
posted in Tickets
Tickets not loading

The ticket views and the tickets themselves are not loading for me this afternoon. All I get is a spinning circle saying Loading items…Is anyone else experiencing this issue?

232
Kathryn Carter

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Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

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