Ask the Community

We recently went through the upgrade process for the Enhanced permissions model. During that conversion, the “GLOBAL - AGENT ROLE PERMISSIONS” appear to have been changed. Our policy that was converted contains only the “Submit Tickets” permission in the “Tickets” category. Not sure what happened during the conversion, but I am pretty sure we are missing several settings from the default.I would like to reset this policy to have the same settings that were default. Does anyone have a screenshot or list of the Default settings for the Global policy?There was a KB posting from @Hannah Bailey with screenshots of the Default Global Policies. I am pretty sure those are not correct for the Agent role. I would think “Work Tickets” would definitely be set for the default “Agent” role. Thanks,-Chris

Hello, Is there a way to not have users be auto-assigned a location? We have multiple buildings and I’m finding people putting in work orders for buildings they are not in because they’re auto-assigned to a building. Ideally, that would be the first step in entering a work order, choose your location. 

so I’m trying to run an audit at one of our campuses and normally we can bulk scan using the rapid scan feature and verify the assets and update them that way. but now even though I select verify the system fails the item 

Good morning! What’s the best way to setup IIQ for the following idea?  My tech will submit a ticket for a broken screen and perform the repair.  After he is done, I want to get notified that I will now need to generate an invoice for the student and their family.  I feel like I’m over thinking it, but wanted to see what others have set up. Thanks!

When we search against PO numbers that we know exist in Assets, we get no asset results. We can get around this by creating a view IF we know the location and PO number. Anyone else seen similar results?

Anyone know the attachment file size limit on tickets? I need to keep some videos of the issue to for auditing purposes. Also is there a list of formats that can’t be uploaded? Thanks

We’ve noticed that the IIQ mobile App only seems to show the scan barcode via camera in the check in/out section, and not in the search asset section. This is on iPadOS 15 and Android 13 that I have observed. Is this an issue, or was there a change in the availability of the barcode scanner functionality?

What is happening with iiQ platform? It has so many problems now, almost on weekly basis. It is frozen/spinning again 8:20am EST 10/9/2024

I want to export All Tickets with the Created Date included. I can filter by Created Date, but when I go to export the data into a csv the only dates I can export are Due Date, Last Updated Date, and Ticket Close Date. How can I get the Created Date included into the exported data? 

Hello,I am using the Import Assets feature to update asset information. When I upload the spreadsheet one column is not uploading properly. It is reading it as  M/d/yyyy h:mm rather than the information that is in the column. I have had this happen several times so I am wondering what I can do to fix this problem. I have changed the format, re-uploaded, created complete new sheets to upload. Sometimes it fixes the problem and other times not. Do you have any suggestions?Thanks,Janell

Looking for help. Trying to export the name of a specific type of device into a custom attribute in Google. For example, a student loans a charger in the media center so the media specialist assigns them a “loaner charger” from our assets. The assignment of that device triggers a field to be populated and sent over to Google as a custom attribute. Thoughts?

How move software from Software > Education / Learning to Hosted Solutions > Learning Applications ?All but three of my applications are in Hosted Solutions > Learning Applications.  Those three applications are Adobe and Autodesk products.  Not sure if it was an automatic setup.  Is there somewhere to turn off the read only option?  Or do I disable Hosted Solutions > Learning Applications and then create three new models?

Is there anyway to automate a csv export via SFTP from IncidentIQ? Any insight is greatly appreciated! Thanks.

Not sure why it was suggeted I put it here, but maybe someone in this community can help me where the support team cannot…EAW app not working as expected. I do have approval workflow rules created for some ticket workflows and that works fine. However, if I have a particular ticket that I want to push through an Approval Workflow manually by clicking the Send for Approval button in the ticket, in which I can then choose the approver, it works fine if it gets approved, but it will not allow anyone to deny it. I have a rule set for Tickets/When Denied=Set Status to Resolved and I understand that rule won't work if I don't add an action and confirm the issue first since those are required actions on a ticket, but even if I do those two things first, then click Send for Approval, then Deny, it still returns an error in the rule log saying "your request could not be completed, since the following steps still need to be performed: Approval Required". It also puts my ticket into an In Progres

I’m wondering if there is a way to filter assets based on how many currently open tickets they have?  I would like to see any assets with more than 1 open ticket so I can combine them when needed.  

When I signed in to my account there was a pop up that had an offer to take classes to recieve certfication.  I started it but signed ut before finishing, now I can’t find a place to log in to finish.

When creating buik tickets for devices, I am running into an issue with sub tickets. When someone closes out the parent ticket, the sub ticket assigns to the submitted by user and not the user of the asset. Does anyone have a way to bulk add submitted on behalf of or by changing the submitted user to the asset owner on creation? 

Is there a way to remove the Verification date on an Asset?

Hello all,I’ve been trying to get our JAMF integration setup so that we can have the benefit of assigned devices but are having problems with “unassigning” them.At first we thought we could remove the username within JAMF and the devices would drop from their assigned users - especially as we have ticked the option within general settings to:Unassign owner if primary user is blank:Remove existing owner in iiQ for assets that have an empty primary user in jamfThis works for iPads but doesn’t work for MacBooks.  According to an email from support, the JAMF location:email_address field needs to be blank as well to unassign the asset.Since it’d be easier to make all the changes in IIQ to remove the user from the device and have that push to JAMF, we starting testing on how to accomplish this.location:email_address is hardcoded to map to User email one way from JAMF to IIQ.  If indeed we have to wipe that field in order to remove assignment, then the only way I can see to do this is to set

I have discovered that when viewing a filtered group of tickets that are assigned to my team, IIQ does not allow me to bulk assign them to an agent (myself in this case).  Am I missing something?  

I am trying to set up an automated email to be sent out to students who have a certain asset assigned to them at a specific time of day. Below is what I have set up, but it is not triggering an email. Thoughts? 

We’ve been trying to add assets to a spare pool which we’ve successfully done in the past. Now we click “Add Asset”, type in the asset tag number and select the asset at which point the screen appears to reload but the asset is not present in the pool. Is anyone else having issues with this? 

I made a district wide shortcut that does the following things when run Set a device to status “broken” Enter a resolution action Set the ticket status to resolved.It seems there is an issue with this shortcut disappearing (agents can’t see it, or it just disappears entirely and i have to make it again). There is also an issue with it resolving the ticket. It will complete the broken status, and the resolution action, but it won’t set the ticket status to “Resolved”.  It worked for about 2 weeks, and then broke. We did not add any rules in this timeframe. Any thoughts on this?

We are currently experiencing an issue where none of the tabs of IIQ load anything, just a blank screen. As such, we’re not able to submit a helpdesk ticket of our own. Is anyone else experiencing this?

Hello, Does anyone have an example of the data connector needed for API from Incident IQ to Google Looker Studio? Thank You,