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Is there a way that devices coming into the depot can be tagged as they are scanned so a report can be generated for a daily report?

I may not have a clear understanding of using variables for emails, so if I’ve got this wrong please let me know!I’m exploring the idea of sending an email notification to specific staff members if a user leaves our district & still has a Chromebook assigned to them. I have the notification set to come to me for now.I received my first notification today, and the asset information was not included, just the variable name(s).  I’m wondering if the email can’t reference the asset info since I’m using a user-based trigger? Do I need to switch to an Asset-based trigger?Here’s the structure of my email:As of {{User.ModifiedDate}} {{User.FullName}} is no longer with the school district. They have the following technology resources to be returned.Asset Tag: {{Asset.AssetTag}} Serial Number: {{Asset.SerialNumber}}

Our district has a large quantity of Windows devices in InTune, which are being synced to IIQ. Previously we had the option enabled to update asset location to the user location when syncing. This became an issue for any device that had recently been imaged but had not received a new owner yet, primarily loaner and spare devices that we keep at the district tech office. When updating the location in IIQ, the manually set location would be overwritten by the default location from the sync each morning. Does anyone have a method that is working well to exempt or better manage the ownerless devices, while maintining the asset location sync to user location feature? 

Sorry if this has been asked before but I could not find any information on what I am trying to accomplish.  We are a one school school district and we have set up locations for the school and additional location for items we have retired and disposed of just to keep things separate.   I wanted to see if we could give a user rights to only check in/out certain equipment within a location.  It seems that the only way I can see to do this is create a separate location.  To me that adds confusion as the devices are not really in a separate location but rather a sub location.   Here is a scenario I am trying to accomplish.Our special services department purchased some devices that they want to check out to their teachers aides when needed.   If I give the department secretary the permissions to check items in and out she can see all items within a location when I only want her to see what items she needs to manage.A similar situation would be in our Art Departmen

I have already submitted a ticket for this, but wanted to see if anyone else has noticed this.  I went to change a location today and when I did, several of our data fields automatically disappeared.  This triggered me to look at other devices recently updated (like within the last 2 weeks) and it is all of them.  Data is disappearing from our asset page when we update location.  I did not test to see if updating any other field caused the same result.  Anyone else noticing this, or maybe needs to notice this so your data doesnt get lost.   

This is great that the agent role is set to the default when assigning a ticket to another person but we have many others that are admins and it still adds a extra step. Is there a way to set admins and agents as the default?

We are syncing assets with Mosyle and FileWave. We have set a default location for new items to be in "provisioned" location.  However we have many things that stay in that provisioned location even when we move them to a different location. I will move the tags during the day to a specific school location but that night it syncs with Mosyle or FileWave changes it back to provisioned.  There is not a specific user assigned to these devices as they are Computer labs or shared use iPads and a few other things.  Can you help me figure out how to have these items come over from Mosyle and FileWave but then have them stay in the location we move them to even if there is not a user assigned to that particular device/item?  For Mosyle we have set automatically update owner in IIQ based on user id in Mosyle and we haveFor Filewave we have checked the box to map by Owner’s location (Assign asset to location in IIQ based on owners location and map by location name checked

Hello, Is it possible to assign a user to a team and/or a role in IncidentIQ? I do see that setting up a User rule is very limited with the new permissions model. I’ve also found that if I use the conditions within Permissions, that I still cannot automatically add a user to a team or role based on certain conditions. Any ideas/suggestions?

I am trying import some tickets from an old system via the API. The only thing I am not able to figure out is setting the created date to the date from old system and not today. The API responses have the created date in the format of YYYY-MM-DDTHH:MM:SS as in 2024-12-12T14:30:00 but when I try that format it doesn’t seem to work and sets the date to today. Is there another format or can created date not be anything but today?

Before summer begins. When the school year begins. Before Winter Break.There's no one-size-fits-all answer to this question. We'd love to hear the reasons why your team chooses to conduct inventory audits during a specific time of the year.Sound off in the comments!

How do you add a custom fee. There are already some options, but I don’t see where to create custom fees that can be made for tickets.

Hello- Is there a way to run reporting based on tickets? Examples being:Users with the most tickets Assets with the most tickets I’m looking for options to dig deeper into ticket numbers and to see what users/assets have the most issues over time. Analytics is nice for a bigger picture view, but hoping to see more. Thanks.-Rich

Is anyone else seeing this issue where a usb webcam is not working to take a snapshot?  I have deleted cookies, restarted the browser and computer, tried a different webcam, tried a different browser, made sure that allow is set in camera settings, and it is still not working.  Any help would be much appreciated.   

In my soon-to-be previous ticketing system, I could create ticket ‘types’ and apply SLAs to those types. For example, most support requests are ‘issues’  (broken screen, can’t connect, etc) that get a standard SLA (reply in 1 day, resolve in 1 week). However, some are ‘projects’, such as building a new computer lab, refreshing network infrastructure, etc that would get a much different SLA (reply in 1 day, resolve in 30 days).In IIQ, I only see ticket ‘status’ as a way to create this functionality or building a new issue chain. Using status is not preferred, as project tasks also need a status field. Building an issue chain requires building duplicate issue types under a project issue category.How are other IIQ users leveraging the system to manage quick/standard issues versus long-term/complex project issues?

I’m using the Incident IQ iOS mobile app (version  3.9.4.24082901) on an iPhone running iOS 18. I’ve configured notification settings properly as described in the KB article, but I do not receive any notifications on my phone. Has anyone else experienced this or have any suggestions? Thanks.

Is there a way to check in assets while simultaneously returning the spare? Due to the volume of tickets we get, >5000 per school year, sometimes students come back with their loaner Chromebook before we fix it. The librarian/aide doesn’t have the means or time to find the original ticket, so they will just use the check in/out feature and check the Chromebook in. However, that Chromebook is still attached to the ticket and is unable to be checked out. It would be nice that when checking in a Chromebook it also returns the loaner.

We are looking to utilize iiQ Facilities in our bus depot. One request we’ve had from the mechanics is mileage tracking for each school bus. They normally manually track the mileage weekly and we are looking for the most streamlined way to accomplish this in iiQ. Our thoughts right now are to use automated ticket templates that fire every Friday.Is there a way to trigger rules on resolution actions in a way that takes the notes into account? For example, using a “Update Mileage” resolution action and writing the mileage in the notes of the action which would trigger a rule to update a custom field on the bus linked to the ticket.In general we would like to reduce the time navigating through iiQ for our mechanics especially on tasks that have to be done for an entire bus fleet. Manually editing each bus asset to change the custom field across the entire fleet every week seems like more work than it's worth for them compared to what they’re doing now.We’re open to

How do you adjust the current price of parts in Inventory ? I set up inventory and had to use best guess on a few items but finally got the exact pricing. Do i need to delete and start over or is there a way to adjust just the price ?

How do you restrict a technician's view to only see tickets they are assigned, or teams they belong 

We use a lot of different roles in our district. When we click on a ticket, and assign a ticket to a user, or even change the assigned user, the default role is agent, however, we assign half of our tickets to staff and the other half to IIQ Admins, up until recently the default option was Staff and I’d just search the user I wanted to assign that way. But now the role is agent, and I have to change it to Staff. Furthermore, on mobile, I have no option to assign tickets to anyone who isn’t an agent. Is there any update planned to fix that?

Historically we have stored student laptops in a locked room over the summer in stacks of 10.  With the ability to assign an asset to a storage container and a slot we would like to give that a try this summer.  For those that are doing this what storage containers are you using?  How well are they holding up year to year?

When assigning a ticket it now shows users instead of agents.  We don’t assign tickets to our students yet we have all the students in our district in as users.  Could it be changed back to Agents? Pat

Hello,When we go to assign a ticket the list now shows all of our users. Previously it would only show Agents. Now we have to click Filter by Role and then select Agent. Is there any way to have only Agents available to assign tickets to? Thank you!Eric

I have two tickets (#14261 and #13723) that cannot be closed due to a glitch that occurs when trying to return them to spare pool. I have returned the spare and it is no longer assigned to them, however it won’t complete the action therefore preventing the ticket from closing.

I am seeing tickets submitted without anything in the “Describe your issue”.   I thought this field was mandatory for all tickets.  This is new behavior and was wondering if it was a bug or something in settings I need to check to ensure that this field is mandatory.   I could not find anything in the options.