Ask the Community

We have a couple of long term substitutes in our district. I would love for them to be able to use the My Classes option to submit a ticket in iiQ. However, they show that they have no students. These teachers are added to the SIS as substitutes. One was a co-teacher with one of our regular teachers, but is full time now that, that teacher has gone on leave. How can I allow them to use My Classes?

We are familiar with and have been using custom fields for the InTune WiFi MAC addresses for some time now.  We are able to easily report on this information.  We are now wanting to report on the ethernet MAC addresses for desktop computers, and can’t see to find a relevant option in the InTune available fields in the integration app.  For example, both JAMF and Google Device apps have both ethernet and wifi MAC address information available.  Any ideas?  Does this feature just not exist? 

Under ‘Administration > Ticket Statuses’, when I create a new Status, there are options to select Workflow and Workflow Stage. How do I edit the Workflow and Stages of the Workflow? The only workflow in the list is ‘Technology - Default Workflow’, and it’s a searchable list… so I’m assuming more can be added.

In our setup, we email the invoices we create to the student’s building secretary, and they handle reaching out to the family. When selecting the email invoice option, there is only a text box to type in what email addresses to send it to. This leaves opportunity for typos and then it doesn’t get to the intended recipient. It would be awesome if there was a drop down selection option. This could be something you set up within the Fee Tracker settings (something like commonly used recipients) or even a drop down containing all staff members to search out of.

For some reason IIQ is absolutely butchering the image uploaded to a model. I’ve tried a variety of dimensions and cropping them differently, but the image preview keeps coming out nearly unrecognizable (see example below with Securly Classroom/Filter). Is there any officially recommended image format or dimensions to stop this from happening? 

I’m getting emails from multiple users at our site that they are unable to login using Google SSO, but when I check their profiles in IIQ it shows that their accounts are all “authenticated by GoogleSSO provider”Unsure how to resolve this issue. Should I delete the faulty profiles and re-sync? The profiles were all imported in the same way, so why are only certain users reporting issues?

I have a custom status of “Waiting on Student Pickup” that triggers a 30-day rule that will change the status to: “Needs to be Disabled” if it’s not picked up.At the moment, if an update is made to the ticket, the status automatically changes to “In Progress” and essentially starts the clock all over again because we have to manually change it back to “Waiting on Student Pickup”I want to create a rule to not change the status if updated when a ticket’s current status is “Waiting on Student Pickup” but that is not an option; or at least I can’t find it.

For some reason the delete option isn’t available on my previously saved views making it impossible for me to delete them. Any idea on how I can resolve this issue. Below is a screenshot of what one of the views look like. Normally you will see the “delete view” option in the lower left corner of the view designer. Please help me….  

Hello Incident IQ Support / Community,We’re continuing to experience an issue where the signature field in Forms does not accept touch input on both Windows touchscreen laptops and Chromebooks. The signature box only works when using a mouse or trackpad.The Incident IQ mobile app cannot be used as a workaround since Forms aren’t viewable in the app.However, we discovered that using a mobile browser (iOS/Android) and enabling Desktop Mode allows the signature field to function properly with touch.It would also be extremely helpful if the mobile app supported Forms, as that would be the ideal way for staff to collect signatures quickly and easily on mobile devices.Could you confirm if this issue is already under review and whether a permanent fix or mobile support is planned?Thank you,MikePaterson Public Schools

How do you add another tech to the ticket 

Is there a way to change this setting within iiQ?  DST ended this past weekend, but it appears that our tickets today are still displaying an hour ahead.

In our district, we are implementing a new program in which many, but not all of our student devices will have protective cases on them. We’ve resorted to creating separate assets for all for all of the cases and linking it to the devices that they are on, which seems unnecessarily time consuming for something that could just be a custom field yes/no box. Is there a way we could make the custom fields more customizable to add things that may be unique to each district?

I’m trying to set up a ticket template not tied to a location I can use for checking out temporary AV devices. Open a new ticket Edit requestor to the appropriate user (changes the location to their assigned location/room) Select the ticket templateOnce I’ve selected the template, the location is changed to my default location. After submitting, the user is changed to me. Can a ticket template not use the information on the new ticket screen? I don’t want to submit a ticket for myself then have to go back and change all the info for the actual user. If the workflow should be selecting the template first, why can I not select the user before submitting? Even going through a user profile to submit a ticket, trying to use the ticket template changes it all back to my info. Am i missing something? Also, to accomplish this, I’ve created “dummy” model/issue categories and issuse under the “Device

I’ve set up some fees using the Fee Tracker app using the Knowledge Base article. The one thing it didn’t show was how to assign a fee. I’ve looked and can’t seem to find how to do it. I do see a section under a user but that’s to generate a statement. How do I assign a fee?

Since the rollout of the new permission system, our remote support ticketing workflow no longer functions as there is a required field on the main ticket entry page that doesn’t display any drop-down data. We opened a request with support who said it is a custom field that needs to be added to tickets of the “Remote Support Ticketing” type, however that is already done and we can’t seem to locate where any of these fields are defined in when looking at Custom Fields. We can not locate where the fields of “First Name”, “Last Name” and “E-Mail address” are assigned to the first step in our Remote Support Ticketing workflow. Anyone have any tips for finding this?   

Are other districts experiencing issues with iiQ loading at the moment seems like the whole system just went down? 

Good afternoon friends,We have moved from JAMF as our Apple MDM to Lightspeed. We want to remove the app from IIQ but want to make sure that it will not remove the devices that were pulling in from JAMF. Is that that case? Will they all remain?Thanks, and have an awesome day!Gary

Hi Everyone! We just started with iiQ (2nd full week in) and are running into an issue with duplicate tickets. In this instance two seperate emails were forwarded to iiQ and tickets were successfully created, but each ticket was created twice. We have gone through the tickets and verified they are the exact same and talked to the sender and confirmed they only sent the email once per ticket. Any ideas on what could be causing this or how I can prevent it in the future? We will be using the email to ticket feature a lot and the last thing we would like to see are a lot of duplicate tickets. Also another question related to these tickets. For both of these tickets the body of the email was not included in the creation of the ticket, so we are only seeing a subject line and a blank ticket, plus the

We are utilizing Remote Support Ticketing and parents are submitting tickets(as guest) who have students at more than one location.  I.E. - Student 1 attends High School, Student 2 attends middle school.  If I enter a ticket with my guest email for student 1 and select high school and later enter a ticket for student 2, my location defaults to student 1’s location despite the fact that I chose a different location on the initial screen.  This in combination with the security password is creating a very unpleasant experience for our parent population.  How can we resolve the location defaulting to a parent’s previous choice.  (This also occurs when a student moves up in grade level to a new school, Parent’s email is attached to old location and default(and routes) to that location). 

Hi there everyone, I wanted to reach out to see if there was a way to audit ticket actions for deletion. I have a few tickets that are getting deleted and would like to see who is deleting them? Right now, all I can see are the rules that may apply to the ticket and the status change notice. Nothing comes up for deletion. Is there something I am missing?

I have been encountering some issues with email notifications not being sent out. Sometimes it’s a hit or miss if email notifications are sent, and there’s always a 2-3 minute delay if they are sent. A staff member, who is not an agent, has not been getting email notifications when a ticket is assigned to her team. She is the only person on that team. All of her email notification settings are turned on and other Teams are getting email notifications with no issues. She has received emails in the past, but I guess within the past two weeks or so it has stopped working for her.  Now I will say that there is currently a bug with our site options that won’t let me save any changes, so as of right now all notifications are “turned off” because I was testing some rules and now I can’t change it back (very frustrating). However, that shouldn’t matter right? Because each user is able to override those notification options (which makes no sense to me as to why that is possible

I’m not sure if I’m missing something… is this really the only way to Follow a ticket?  This is so tedious. Why not add a “Follow Ticket” action for Agents right here?  

Is there a way to automate sending invoices/statements to students/parents biweekly or once a month?!--a=1-->

Is there any way to update a ticket via Email other than using the specific 'Reply-To' address? Is that the only method Incident IQ uses to identify and associate responses with the correct ticket?

We have a custom user field that we use to track device insurance policy information, we allow multiple instances of the field.When exporting users with this field as a column, it’s exported as [‘Instance 1’, ‘Instance 2’] however, I am not able to import using the same format such as [‘Instance 3’, ‘Instance 4’]. Instead of importing Instance 3 and Instance 4 into their own field instances, it instead imports as “[‘Instance 3’, ‘Instance 4’]” into the first field instance.Is it possible to import two sets of data into two field instances? Like shown below