Ask the Community

Our IIQ admin and I would like to receive email updates from iiQ when things change on the site, that are not necessarily new features. For example, if something is not working properly on the site for a period of time, iiQ administrators should be notified that that’s not working properly, so they don’t think they made a change by accident, or are left wondering what’s going on. The same goes for when something is changed in the back-end or updated, and we are unsure of why something changed, or the fact that now we must be aware of the  change. One example of this is that currently, the ‘room assets’ are not populating. I thought it was something we changed on our end, but it’s an issue on iiQ’s side. It would be very helpful if we just received a brief notification whenever something is changed or down. This would really feel more communicative. Thank you. 

I have a User filter to find out which students have multiple devices assigned to them, but I want to exclude any students who have a spare as their 2nd device.  This will help us ensure that students turn in any devices they shouldn’t have.I looked searched for a solution or idea, but couldn’t find one.  Anyone have a solution? Thanks,Amy

Forgive me, I am new to administering IncidentIQ and I have a concern that may be hard to follow with my explanation below:We have had a few instances where we have user data getting mixed. For example, say we have a teacher named Jane Deer. Her account, which includes her assets and previous tickets, has somehow gotten transferred to a student named Jane Fox. Meanwhile, when Jane Deer now logs in to IncidentIQ, it pulls up the account for student Jane Rabbit. When looking at the information from the account of Jane Rabbit, it has somehow gotten the username for Jane Deer. I understand this is why it is logging Jane Deer in as Jane Rabbit. What I don’t understand is why this happened in the first place. Or why it progresses down a line of people with the same first name mixing their data. I can see no similarities between any data in Google SSO or Powerschool for any of these users besides the first name.How are users matched inside IncidentIQ? We sync Powerschool data and Google SSO d

Is it possible to remove the approval workflow from a ticket after changing the ticket type?  

Hello, we are having an issue with syncing from Incident iiQ to Google Admin. If we move a Chromebook cart into a testing bucket in Google Admin. The following day Incident iiQ somehow will move Cart back to the original bucket in Google Admin. We needed to turn off Sync in Incident iiQ. Even if we move cart out of the room number in Incident iiQ it will revert back to the original bucket in Google. This will cause an issue when students will be testing and need to move Chromebooks to testing.

I’m experimenting with using the rules engine to replace the standard ticket email notification functionality of IIQ. My goal is to support email threading/conversations for ticket update notifications, rather than use IIQ’s approach of dispatching separate emails for the same ticket. This is working well for the most part. However it seems that Incident IQ is sometimes triggering the update rule and firing the “send email alert to user” action before the changes have actually been saved. Is this a known bug? For example: I’ll change the status of the ticket and the email dispatches to all recipients as expected, but the ticket summary fields and comments in the email body don’t reflect the updates which triggered this in the first place. A subsequent update or comment will trigger another email which generally does end up showing the previous changes. In this example:I reply to a ticket with “test reply on behalf of” IIQ responds with a email notification that does’t include the comme

Is there a way to force an automatic audit verification cycle? My issue is that there are times when I’m asked to pull a report & everything is listed as “Pending”. I can’t really pull the most recent status pre-Pending. Can I?

Is there a way to adjust the font size on the dashboard?  Until recently it was fine but it looks like its about 8pt now which is pretty small with the amount of information on the screen.   Edit*Issue resolved, it was a local issue on the computer and not an iiq setting.

We added in another department and made 4 developers as agents in IIQ.   They can not change the “on behalf of” when a ticket is submitted for the wrong person.   I can not find where to change this to allow these 4 to change that field.   Any help?   Thanks in advance!   

Reviewed software tickets should be viewable by all staff members. This prevents users from requesting the same application that has already been approved. Is it possible to open the tickets under this category out to all logged in staff members and or make a public read-only view?

It looks like assets assigned to users aren’t showing up in the user’s profile page.  I noticed this today (Monday, 09/16/2024), however some of my staff told me they noticed it last week with a few people.

I have found that any hyperlink I add in my comments is broken and does not open in the email that the recipient or myself receive.  In general the email format is hard to follow with “>” this symbol all over the place.  Is there a way to fix this?

When I go to assign a ticket and search for a person, is there a way I can configure IIQ to only show agents and administrators instead of clicking the drop box menu every time?

Morning,I have both “Open Tickets by Agent” and “Open Tickets by Team” with counts.   It shows it in numerical order with a total count of tickets.  However, I can not figure out how to get that same type of view for other filters/views.  Maybe I am missing a step?  I am looking in particular for “Stale Tickets by ---”  Any help would be appreciated, thanks!

Is there a specific permission that will allow non Agents and Admins to see comments and actions that are marked as Not Visible to Requestor? We had one recently that one of our faculty was able to see and we would like to prevent that from happening again.

Is there a way to add an audible notification if a new ticket comes in and an agent has Incident IQ open in another tab? Often, we have IIQ open in another tab, but we do not see tickets coming in other than manually looking. I’m aware there is a way to add an email notification, which I have set up for facilities, but for our technology team, I would rather not.Thank you! Chris

 It is very common for Facilities teams to be asked to move things within a building, or from building to building.  Whether it be tables, chairs, bookcases, cabinets, or large equipment.  These moves require a lot of planning and coordination!   Ann Arbor School District in Michigan created a wonderful solution to be sure they receive the details they need to make their scheduled moves successful! They created an issue type called Scheduled Moves. Next, they created some custom fields that allow them to gather the details they need.  They chose to make them required so that the requestor cannot even submit the ticket without providing the information.  They also added a colorful information field that will be sure to get their attention! Adding their custom fields to the Tickets tab and adding these filter conditions ensures that these custom fields will only appear when a requestor selects “Scheduled Moves”. Now when a requestor is submitting a ticket and selects the Issue Type “Sche

I am working on adding an events calendar to our School website with IIQ. I have some knowledge in html and css but not as much in javascript/scripting. I am trying to manipulate the script so that when it shows on the website it doesn’t have the “Location/Room” in it. Is this even possible?

Hi all.  My name is Vicky Ivans and I am new to IQ.  In our previous system, I was able to keep a report for each school year that showed the total tickets created by month and by location (building).  I have figured out how to use the views to export and create reports, but I was hoping not to dump the entire database of tickets to create this new report.  Does anyone have any helpful hints?Thanks for the assistance

I think I might be missing something simple. How can the person who requested the ticket(ticket owner) see which agent is assigned to their ticket? In the Staff/Faculty view below, the "Your contact is" field is blank. The ticket requestor can only know who is assigned to the ticket through the ticket activity once the agent adds an action. I've looked through permissions and site settings but found nothing related to this issue. 

We have iPads that were inadvertently imported twice as assets. We have deleted one of the listings but the deleted asset is restored because the iPad is tied to Jamf. Is there a way to permanently delete a duplicate asset to eliminate this problem.  

When re assigning a ticket, when I click on the agent to change it, it opens up the search and shows all of out users instead of just agents. Is there a way to change that as a default to just search agents or do I have to filter by agents every time?

We have multiple users experiencing the exact same problem. We want to put all of those users on the same ticket, as once the issue is solved, it will be solved across the board, and we don’t want 20 tickets open.  Is this possible?

Have a ticket open with support but wondering if anyone else is seeing or has seen where users are imported from EntraID and get created but cannot find them in Global Search / Users. I look them up in sync history see date created then following days errors stating account already created…