Skip to main content

Ask the Community

Ask a question, share a solution, and reach your goals–together!

1991 Topics
D
DJones 263fde7 wwusdObserver
asked in Assets
Mass batch check in via CSV

Is there a way to do a “mass” batch check in via importing a CSV or any other way? For example we have a list in a Google Sheet of 125 6th grade students asset tags. Is there a way I can drop them all in or do I have to still scan devices individually ?  Thanks in advance! - Dusty

542
EStapf_iiQ
M
MRandle 7609a89 vvsdObserver
asked in Tickets
Trying to find documentation on how to use the "out of office" functionality.

Is there an article describing how to set up and what it looks like to a user when they submit a comment by email?  do they get some kind of notification of the out of office?  I have been assigned tickets and was out for a few days, my tickets are not usually given to someone else to cover? 

652
Kathryn Carter
Steve Rinehart
Steve RinehartObserver
asked in Other
Request for Automation of “On Behalf Of” Ticket Assignments from Forwarded Emails

Hi all,We’ve encountered a workflow issue with how tickets are created from forwarded emails, and we’re wondering if there’s a way to automate part of this process.Currently, when someone forwards an email to our helpdesk, the ticket is correctly attributed to the original sender (e.g., Jimmy). However, we would like the system to also recognize the person who forwarded the email (e.g., Billy) and: Assign the ticket requester as the person who forwarded the email (Billy), and Set the ticket as being submitted on behalf of the original sender (Jimmy). Right now, we have to manually edit each ticket to reflect this relationship. Ideally, we’d love for this to happen automatically so both individuals are connected to the ticket and are aware that it’s been submitted.Is there a feature, setting, or workflow automation in iiQ that could support this behavior?Thanks so much for your help!

331
Kathryn Carter
FGonz
FGonzObserver
asked in iiQ Facilities
Assets across modules

Is there a way to see assets that are added in Ticketing/Assets in Facilities?  Reason for a need is if we are tracking high cost items, some things fall in tech so they are in our asset/ticketing module the rest would be facility equipment and we wanted to run reports on all these items would i need to re-create the item in both? I tried giving visibility to a model type that would be in both like a Copy Machine, but it does not appear as an asset in Facilities.  That seams to have just added the ability to create tickets for them in the Facilities category.Thanks,FG

694
MLund_iiQ
J
JSanders 397a803 rbbschoolsObserver
posted in Assets
iiQ Asset Pages Not Loading

Is anyone experiencing issues when trying to pull up an asset and the page appears blank/won’t load the asset details?

405
Kathryn Carter
J
JGibbons 7231447 tsdObserver
asked in Assets
change asset custom field value via API?

I’ve built a middleware API to manage device management workflows when devices are checked in and out with more control/flexibility than webhooks currently provide.Looking for a way to meaningfully report information back to users from my API, I have two ideas: Asset Custom Field: does the API provide a way to set the value of a custom field for a particular asset? If so, then I could update this custom field with response/error information when a webhook triggers my “bridge” API. Asset Timeline: is there a way to add items to an asset’s timeline via the API? If so, then I could add things like “device successfully configured in the MDM” to an asset record.If neither of the above is an option, has anyone else done this sort of thing and have other suggestions?​​​​​​​Thanks!

302
EStapf_iiQ
A
AMoore 2602d20 husd22Observer
asked in Assets
Asset Report that includes verified by

We are looking for a report that includes “Verified By”

534
VCollins_iiQ
J
JAiello 3501f07 sd13Observer
asked in Assets
Adjust the asset ticket template?

The first line of text on our asset label is right at the bleeding edge of the label.  Some of our Dymo labels are also at the bleeding edge of the printing so the upper half of that first line of text is cut off.  Any way to adjust the template to have the lines of text be printed more towards the middle of the label? 

655
Kathryn Carter
D
DE SysAdminObserver
asked in Assets
Do NOT sync AssetID from Google, but Sync other Data

I have made a view of devices, have a python script calling API, dumping to a csv, then using GAM to push the Asset Tag and other data to Google Admin Console’s AssetID field. While this works, there is a gotcha. On the next sync of IQ, IQ will pull in the new Asset ID from Google and make that the new Asset Tag. The new AssetID that gets built in Google looks like this:That way the information displayed on the sign in screen of the Chromebook has all that relevant information.Ok, no big deal, looks kind of nice. Well, the issue is, if that device is handed to someone else, the script pulls in the current device name (old student) and appends the new information. This is because the Asset Tag contains all that info, and the being I am using the Asset Tag field in IQ to help build the Asset ID field in GAC, it now has way more info that it needs. This is what it looks like now that I changed the Asset Status so that it goes into a different view that is not Summer Math: To combat this,

444
JustinRaynor_iiQ
K
KSmith 6409d72 agcharterObserver
asked in Assets
Export Models/Model Categories

I’m currently in the midst of cleaning up our Models/Model categories. I am hoping to find a way to export our existing Model Categories to a spreadsheet, associate those categories with their models within the spreadsheet, and then link the overall Model Category/Models to their associated Issues/Resolution Actions which I have already created in separate spreadsheets. Currently I have over 600 enabled Models and over 120 enabled Model Categories (hence the need for cleanup). Does anyone have a tip on how to export this as a .csv so I don’t have to type out and organize 600 rows/columns?

1157
Hannah Bailey
M
MDashoff 140a3a1 redlandsusdObserver
asked in Assets
Device Category

I’m trying to create a new device category, but can’t find where to enable that.  

715
LWoods_iiQ
S
shane.cloutierObserver
posted in Integrations
Web Hooks

So I have read the web hook sections and tried to get it to send any data. But to no avail it wont send data. Following the example all that is sent is the tag ad even that does not seem to be useful. Has anyone else worked with Web Hooks. My end goal is to have tickets show up in Monday.com so I can include them when working through larger projects that need tracking but don't want to loose site of the daily tickets that need resolving.

120413
M
APettit 4771ce ecasd
APettit 4771ce ecasdObserver
asked in Users
Invoice Email Reminders to Families

If a family doesn’t pay an invoice, is there a workflow option or setup that will send a reminder to a family that hasn’t paid an invoice in x number of days?

522
Hannah Bailey
T
TCunning 583467e pfisdObserver
asked in Assets
Verifying in My Classes Data?

I see how the Verifying Assets Through My Classes works, but I have a few questions. First, our secondary students are the ones that are 1:1 with the devices.  If we ask teachers to do a check, they only seem to see the results of the “audit”. The next teacher does not already see that it was verified and we as the technology team cannot see that the teacher has done the process?  Do I have a permissions set wrong somewhere?  The very very light green background (needs to be darker!) lets the teacher know at a glance they have already verified the student’s device, but no one else can tell that.  Reports?  Permissions?What would be good for these Chromebooks would be that if we have Google Verification turned on, that the device shows it as Verified on that screen and if it shows Failed due to no logins or wrong logins, then it would show visibly so the teachers can know which students we really need them to talk to.

12714
Hannah Bailey
M
MSpero 307447f bscsdObserver
asked in Apps
Add photos to invoices

Just wondering if there is a way to add photos to an invoice? I see an option to add files however nothing shows up when I generate the invoice. Thanks!

953
Hannah Bailey
M
Contributor
mwhiteContributor
asked in Assets
searching iiQ for the Google ID pulled from Google sync

Is there a way to search for a Google ID under assets in Incident IQ? The Google ID is pulled from the Google Admin sync with Incident IQ.  

271
Melissa_iiQ
J
j_collinswbObserver
asked in Other
Field Trips or Offsite Activities in Events

We want to include any school field trips or offsite events in IIQ so everything is in one place.  It appears all Events require a room, so I created a room called “No Location”. I have a situation where there are multiple field trips from one school happening in one day, but I can’t book the second one, since “No Location” is already booked.   Is there way to allow a room to have multiple reservations?  I want to avoid having “No Location-1”, “No Location-2”, etc.

272
Hannah Bailey
M
moffittpObserver
asked in Tickets
Agent unable to print tickets

Hello, I have an Agent who is unable to print tickets. It is giving them this error StatusCode":401,"Message":"Attempted to perform an unauthorized operation.  Is there a permission that needs to be enabled in order for them to print these tickets? I couldn’t find any in the permissions tab. I’m an IIQ Admin so I was able to print a ticket with no problem. I wasn’t able to see how to enable printing for the Agents. Thanks!      

333
Hannah Bailey
JRood 877c5a lvpioneers
Contributor
JRood 877c5a lvpioneersContributor
asked in Assets
Missing Bulk Actions

So I have an asset view of all of my remaining devices.  It seems like bulk action items are missing when selecting “All” but if I select all of the assets on a page the options are there. Here is a screenshot of the options when selecting everything on the page.  When performing bulk fee option I am given the option to select all of the items in my view or just what I have checked already.  But when we click the select all items option on the page we lose almost all of these bulk actions.  I don’t know proper place to post this or if I should open a support ticket.  Would be nice to be able to have all of the bulk actions when I select all. 

291
EStapf_iiQ
D
DMueller 1332fb6 cusd200Observer
asked in Assets
Set permissions to only be able to see assets at a specific location

Is there a way that we can set permissions, at least for editing assets, for a user to only be able to edit assets at the same location as them?We will be using our librarians to check the devices in and out to students.  They won’t be traditional agents, they will be more like super staff.  They will have staff permissions with the ability to check assets in and out.  If possible we would like them to only be able to edit assets at their site.  Setting their global permissions is easy enough, but we were hoping we could make in more granular so that they are only able to edit assets at their location.  If they need to edit assets at a different location they need to go through the tech department, etc.

382
D
J
j_collinswbObserver
asked in Tickets
New Blue information button Button in ticket details

This blue information button started appearing a few days ago.  In my environment, it jumps all over the screen as you are adding information to a ticket.  Is there a way to remove this? 

181
Hannah Bailey
N
NVeni 2333a2c bbrookObserver
asked in Other
Updating Google Calendar using Approval Process

My Superintendent is asking for me to find a solution that would help to manage school events with an approval process and then automatically add an event to a district calendar.  I was thinking since Incident IQ has Enhanced Approval Workflows and integrates with Google Calendar that something could be developed where a principal requests an event, it goes through the approval process, and then it gets added to our Google Calendar that will also integrate with our district website. Is this possible? 

221
EStapf_iiQ
D
DAnkney 3834d85 sbacObserver
asked in Assets
Audit Manager Automated Update not returning results

I set up a policy in the Audit Manager to verify the assets in one classroom.  The schedule is set for Every 6 months starting on 5/7/25 and At risk 1 Day before failure to audit.  I know the students logged into the devices but when I look at the Assets:Student Devices Policy tab it shows everyone as Pending Not yet verified.  How do I get it to finalize? 

535
D
T
TAbuselidze 9707c08 rqsObserver
asked in Other
API to add new parts and existing inventory

Is there a way to use the API to add new parts and/or add inventory to existing parts?

302
C
N
NBoettcherObserver
asked in Tickets
How to set Location from parent ticket?

We are new to iiQ and have the following scenario: IT needs a new port set up in a classroom and Facilities has to go in and run the cables and set up the physical port on the wall.So in our workflow we would have an IT ticket to do the work and then a sub ticket for Facilities.  I have created a rule to allow this to be automatically generated in Facilities when we need a new port, but I cannot get the Location to populate based on the parent ticket in IT...the location HAS to be already specified in the Facilities ticket or based on who is requesting it or who it is for, which in this case is none of the above.  I just want it based on the parent ticket location chosen. How can I do this?  Is there a workaround using a webhook to come back around through the API and update the Facilities ticket with the correct Location?  If so, what’s the code look like?  I am assuming when the webhook hits the Facilities ticket # is already available and the location is available as data from the p

11110
N

Badge winners

  • Incident IQ Administrator Certified
    SMillsTVSDhas earned the badge Incident IQ Administrator Certified
  • Incident IQ Agent Certified
    jbartruffhas earned the badge Incident IQ Agent Certified
  • Idea Generator
    lpreedomhas earned the badge Idea Generator
  • Incident IQ Administrator Certified
    TJamison_iiQhas earned the badge Incident IQ Administrator Certified
  • Incident IQ Agent Certified
    TJamison_iiQhas earned the badge Incident IQ Agent Certified
Show all badges
Terms & ConditionsCookie settings
Incident IQ logo

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

Corporate Headquarters:
750 Glenwood Ave SE, Suite 320
Atlanta, GA 30316