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Hello,I am trying to upload and embed a video to a KB article. The video format in this case is a .mp4 recorded from a separate program from the built-in option.When I embed the video, the saved article seems to ignore the CSS tags for width and height and makes it as big as possible. This is evident in both the article itself and the preview from the folder it lives in.Any ideas? Screenshot attached with the video sizing issue in the article as well as a the HTML code on the right. 

Approximately 10 minutes ago Incident IQ appears to have gone down. Our organization is not able to access Tickets and pages are stuck on a spinning circle indicating they are still loading. I have 2 pages that have been trying to load for 5 minutes now and they are still stuck.

Hi,We can’t create tickets because the create ticket wizard won’t load. I tried deleting cookies and cache and it still doesn’t work. This is affecting multiple users and computers. It does appear that we can work tickets, just not create new ones. As such, we are not able to submit a support request with Incident IQ via the Help menu because it uses the same workflow. That’s why I’m posting here.

Is anyone else experiencing slow loading when opening tickets, applying shortcuts, closing tickets, etc.? When I open tickets it opens in a different view before readjusting itself, then it’s super slow or doesn’t respond at all when performing any kind of action.  

Is there a way to create a view for students that have multiple devices checked out to them? When Google Sync’d some devices had a student’s ID in different devices checking multiple out to them.  We want to go through them and make sure the student only has one.  Thank you,

When I scan a student barcode it has a P in front of the student number. How can I program the scanner, so it ignores the P. The instructions that came with the scanner don’t have that option.

Hello! Quick question for the group - How do you handle things like desktop phones, SMARTboards, and the OP modules that are usually in the back of the SMARTboard.  Do you assign these users or just assign them to the room and flag them as a facility device? We are currently rebuilding our inventory and wondering how others handle these items.

How do I have a survey get emailed to users who put a specific ticket type a week after the ticket was resolved?

Is there an option to unstart a ticket? We have certain tickets that are often put into our system incorrectly. I set up a shortcut that allows my techs to change the issue, assign the ticket and add a comment regarding the proper way to enter it in the future. To do this, the techs have to ‘start’ the ticket. This means that when the next person comes to actually start the ticket, it won’t auto assign to them. I would like to have a shortcut action that would uncheck that flag.!--a=1-->

Hi, is it possible to control what groups can see created asset groups? Our region has 9 campuses and we only want agents within their respective schools to see only their created asset groups.  Is this possible?  Thanks 

One of our secretaries has not been able to add additional users to notify on her ticket.  No names appear when she starts to type a name. Any suggestions or questions?

We have not trained teachers in using the verify assets with My classes, we are just not there yet. Is there a way though without going to each class to print a report that shows the same information so we can simply hand the teacher the paper report they can manually check right now? Yes, I know the other way is easier but we do not have any teacher access yet and we don’t have staff capacity right now to enable that yet. Thank you for any suggestions. Steve

It would be great to have a visual indicator when you open a ticket to see if there is another agent actively viewing the same ticket. Some companies call this “Agent/Tech Collision” and it prevents something being double worked. 

Is it possible to view all agents’ data on one page.  For example is there any way to create a view with all agents showing their current total open tickets as well as their resolved tickets for the week?  It would be useful to have this data in one spot to monitor and compare 

Is there a way to add a follower to a ticket based off a custom field that is required to be filled out on a new ticket? I am trying to create a rule that will add a follower based of one of our custom fields but when I see the follower options I only get these threeI see that on the asset options I have “Set asset owner (by Custom Field)”. I would like to know how do I activate this feature for the follower options.

Here’s my example - Several teachers are getting the same error in Lanschool.  Right now each teacher submits a separate ticket and I put them together in a work package.  Is there a better/different way to handle tickets like these?

I work for Anoka-Hennepin Schools and am wondering if anyone would be willing to share how your district handles recycling of devices and/or  transferring devices between sites. We have a fairly cumbersome process that we are hoping we can streamline a bit with Incident IQ. We use SCCM, Jamf, Google Admin console and Destiny. We coordinate pickup and transfer of devices as well as movement between OUs/Sites in the management stations. An outline of our process is below.Site TechOpens an iiQ ticket Fills out a Recycle/Transfer spreadsheet (include all devices being recycled or transfered - it includes SN, Destiny barcode, device name, model, type) Links the spreadsheet to ticket Fills out a warehouse transfer form which is attached to the device/s -  This also schedules the warehouse to pick up the devicesDistrict TeamReceives the iiQ ticket Removes or moves the devices in our device management syst

We just started using IIQ and I’ve looked through a decent amount of it thus far, but there’s still plenty to do.One of my quandaries is, what is the difference between a “view” and an asset group? In looking at both of them, they look the same and the only difference is the name. When I open the “view settings” part in both that looks the same as well. What am I missing? Why do both of these exist if they’re the same thing (or so it seems)?

We recently deployed ~800 devices to our staff and are trying to run reports in IIQ to make sure the right device got assigned/signed into. We used FileWave as our MDM and the app sync is working correctly.In IIQ I have created a custom view of the 800 devices we recently deployed. I have the columns selected to show the asset tag number, the owner, and the client device name. The client device name is a app field from the MDM app that gets synced. It is one of the pre-populated app fields when you setup the sync.What happens is that on most of the assets the client device name field shows up correctly in the view. But on a few assets that field is not showing up at all in the view. But if I click on the asset it shows up perfectly fine and says the asset is syncing with the MDM.Curious if there is a trick or something I need to do to get the view to show the updated fields from

This may be an enhancement request.  Previous product, the fees followed the user and our registrar’s or campus admin’s could see that they owe for something when they try to withdraw or register at another campus.  I don’t feel I can ask them to run a report each time to see if the student is on the list. They are already on the screen to see if the student has any prior equipment still checked out. I really want them to be able to see the Fee Tracker information as well without making them agents.How are others addressing this?

On the left side of my screen, I accidentally removed the Assets icon.  How do I get it back?

Hello, we were looking for a way to get more detailed reporting from our outstanding invoices.  We’ve used the regular reporting function under fee tracker but my director would like a way to sort by location (school) and a way to single out only unpaid invoices so we can give a report to individual principles showing just the unpaid invoices for their individual schools.  As far as I can tell, I can only export all the invoice data to one spread sheet and then we have to manual separate and sort it.  Can anyone point me in the right direction or offer some ideas for what I’m trying to do?Thank you.

When creating a subticket with a rule or template can I assign the requester to work the subticket automatically? We are trying to set up iiQ to create subtickets automatically when a certain ticket is created, and have one of those assigned to the original requestor of the parent ticket.We have tried setting the ticket template set to “assign to submitter” as an “action” but something seem to be conflicting with that and It keeps going to “System Service”

We use many rules for assigning tickets, creating subtickets, assigning SLAs, sending Webhooks, etc, which has been great, but we have gotten to a point where we have 75+ “When Created” rules, which all affect tickets differently. Part of it is on us, we are trying to simplify and reduce the number of rules, but we also just have many rules that do different things, so not all can be simplified. All that being said, my question is this: How do you keep track of your rules, what does what, and making sure new rules are placed correctly? Do you use rule names to do it? or do you have another method? I feel like there is an easier way to do it, but maybe I’m missing something. Thank you for the response!

Thinking this isn’t currently possible or I am missing how to configure. There are a few tickets that when they hit rules for routing and such we would like to add internal message/note of process to follow.  I am not seeing anyway to do that in the rule process has anyone figured out a work around?