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I was wondering what is the purpose of this icon?  

I am trying to move my district away from the current Google Form we use to submit order request and have it set within IncidentIQ. I have created a list of custom fields and created a custom ticket. Everything is setup there without issue; my question is related to a specific part of the ticket where we ask the user if they have any additional items needed. I want to know if its possible that when the user selects “yes” than an additional line becomes available to add the next item or do I just need to add a few lines to the bottom not required by the requester? 

As of this morning, our folks can no longer see custom fields as columns that they have added to custom views (all types). Anyone else experiencing this?I am submitting a support ticket - just wanted to see if we’re siloed here.

We are using Google Admin with our IIQ. When making reports, I want to have the diagnostic information that is on IIQ in my report as well (Status, Firmware Version, OS Version, Platform Version, Last Sync, Last Enrollment). I am unable to get this information in a view. Is there any way to get this info for the report?

Is there a way to search for who created an asset in inventory? I would like to be able to check who has created assets at our organization but cannot find a filter or way to export the information other than going into each device and checking the timeline. Thanks!

Can I upload a GIF file into a Knowledge Base article? I would like to demonstrate steps as part of the resolution.  I have tried and the image is a still image. If it is possible, is there a size limit.

Hello - I was working through our new HR portal, and our CSM was using photo examples from other districts who have already created similar rules that we are looking to create. The idea of creating a community rule share struck me as she was showing me photos of other school’s rules. I thought that maybe a platform in the IIQ Community that anyone could upload their rule template to and share it with others and how well it worked for them. This could take community collaboration to another level. We could then import the template to our selected IIQ product and tweak it to what is needed or see how it can be used to build more advanced rules to fit a niche need. Almost like a Github share of IIQ Rules and Ticket Templates.I did share this with our CSM, and she wrote it down to share, but I thought I would also share it here for some more exposure.

2 Features desparately NEEDED for Parts inventory to be useful…. (Please correct me if these exist already)Ability to link parts with their associated models (like printer models to their cartridges/fusers) and see that in the Asset view.Ability to grab a part from inventory and apply it to an individual asset so we can count how many consumables an asset uses up. 

This may sound like a silly question/issue, but no one in my department (including myself) can figure out how to edit/add to the original request inn a ticket. Is it possible and, if so, how?

Our district has our copy machines send alerts for paper jams and supply needs as tickets via email. The biggest problem we have run into is that if a second paper jam occurs minutes after the first, that a second duplicate ticket is registered. Is there a rule that could prevent this?

Hello!We’ve started to have some confusion on what comments are visible to who in IIQ. We tend to add several followers to many tickets, including other agents, and external email addresses(to communicate to parents). I’m not 100% certain who can see comments when the comment is set to “Not visible to requestor”. Do all Followers see it? Is it truly just the requestor that doesn’t see it?Is it just Agents that are followers that can see comments set like this?Does anyone have any ideas? Thanks!   

I am trying to create a custom view for each location to show how much money each user still owes in fees/fines.We apply fees for damaged devices to user profiles. The users are also assigned locations.I created a view with a filter for a specific location, a balance greater than 0, and specific grade levels. I then the columns are Asset Tag, Serial Number, Owner, and Balance.It is showing me the total amount of fees per user but not what the current / remaining balance is. For example, a user owes $50 but has paid $30. The view shows the user with a balance of $50. I’m not sure if I am missing a setting or filter or if there is some way to add a new “Outstanding Balance” filter. Please Advise  EDIT* This is using the Fee Tracker App Publisher by Incident IQ Team

Hello,I am wondering if any one is using IIQ for vulnerability management where identified vulnerabilities create tickets that enable tracking of vulnerability resolutions? This provides the opportunity to utilize the analytics created within IIQ to be used when asking for additional resources.Thanks!

What permissions do I need to add labor to the mobile app? 

When tickets are submitted and we need to exchange a device to retire some times the option does not show up . I have checked the groups permission for the people that submit the ticket and the box is checked . Is there another place i should be looking ?

Figured a new topic made more sense than burying this in my existing discussion.We have Chromebooks with our students, and they keep their devices as they transition from elementary school to middle school & middle to high.Am I correct in thinking the following setup will work?At some point over summer, our SIS will send the new location info to iiQ (Pretty sure this is on us to “flip the switch”, if you will. I write out a rule to run at least once after this data comes over to assign the device’s location to the student’s location & push the changes to Google Admin I also double-check my Google Device mapping to make sure the OUs are mapped correctly.I thought the “Asset & Owner Location Mismatch” filter might be also be helpful, but nothing changed when I tested using it. Maybe I don’t understand how it’s supposed to work?

Is anyone else not able to load tickets this morning? 

Hi,I’ve been trying to create a ticketing rule based on certain keywords. Essentially, if an email comes in containing the “Parent Square” keyword, I wanted the ticket issue to be set to “ParentSquare > Other / Issue Not listed > Report an issue”. The screenshot below shows this category exists in our environment.  However, when I go to the rule and search for Parent Square issues, nothing shows up. Also, just to test, I tried searching for specific Parent Square issues, such as “Email not received”. This time it did find the issue:But for some reason the rule does not categorize this issue under “ParentSquare”, instead it puts it under “Classroom Management > Messaging issues”  Anyways, am I doing this wrong? what am i missing?Also, as a side note, the search function for issues is very, very slow!Thank you in advance.    

We like to run a report monthly for our Technology Support team showing how many tickets they created for the month. The report I run compared to when they pull up My Tickets from their dashboard is vastly different. Does anyone else do this? 

Anyone else seeing issues with the platform this morning? Forms are not loading, jobs not running, pages loading slow…I don’t see anything on the status page yet so I submitted a ticket.

Anyone see any forms having gone missing? All our forms are missing from designer.

Why is all my labor being logged as overtime in the Labor Cost and Labor Logged?  What feeds this graphic?

Is there a way to create shortcuts without starting a ticket? I would like to go create shortcuts for all the google classroom links we have on repeat tickets without opening a ticket.

Hi,We are still allowing users to send tech support request emails into IIQ. When a new email comes in, for the most part (we do have a few automations based on keywords) it is up to the agent to place the tickets in the right category. However, they often forget and the ticket gets closed out with being filed in the right category. Is it possible to enforce categories before a ticket can be closed? Thank you!

What happened to the activity tracker on my tickets that I am working on? I used to see how long it has been in my que.