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Today I noticed a new field in all tickets - cost summary.This is not applicable for our organization’s use, so I want to hide it.The only location I have found where the option might be present is under “Custom Fields.”The issue here is that it seems to be locked and unable to be removed.I have full admin rights, so I’m not sure why I cannot remove this.Since we don’t use cost tracking, I worry that this is just visual noise that makes the product more difficult to use for our purposes.Is there any way to hide this field?

I’m working on using the API to access events in order to sync certain ones to a series of Google Calendars. I have been able to generate a call that will grab the information I need from a single event. Unfortunately, I have to know the event ID in order to do that.Does anyone know what params I need to list all event IDs?The events module API seems to be undocumented, so it’s been difficult to discover what I need. (And, for a bonus ask… anyone know how to list tickets as well.)Thanks for your help!Paul

I would like to see a way to be able to share custom views with users who are not agents. For example I I have a list of all the student devices on my campus with their assigned students.  I would like to be able to share that list to the campus secretary without having them set as an agent in Incident IQ. Currently I am not sure how to do this. I have played with the permission settings but I havent found a solution yet. Any Ideas? TIA

I have all email notifications turned off yet I still receive email notifications. How do I get those to stop?

I have a ticket opened.  But I want to send a comment/response to multiple users via the ticket system.  How do I send an email response to a user via ticket?

Hi!I’m using this APIhttps://miprepschool.incidentiq.com/api/v1.0/usersfollowing the documentation inhttps://incidentiq.stoplight.io/docs/v1/cf6fa0da7eb82-list-users but I’m getting just the first 20 items.Could you someone let me know how to access the next page? I’m doing something like below (python): params = {    'PageIndex': 2,    'PageSize': 20}try:    response = requests.get(url, headers=headers, params=params) or trying different variations in the params or directly in the url, but not having any luck. Thank you!      

Background: I have some custom fields setup for IIQ Events and have them mapped to the same fields in ticketing. There is a field that I would like to have updated as part of the approval process. It seems like the filed does not “map” beyond the initial creation. Therefore, after a field is updated in the ticket (or event), it does not update the field on the other end, leaving them out of sync.  Question: is this the expected behavior, or is it supposed to be updating whenever a change is made? If this is expected behavior, then this becomes a feature request. If not, then I will put in a ticket with support.  Thanks! 

Is there a way to have a notification email sent and ticket created when a new student is synced over from our SIS? I have looked at the rules but I am not sure what is needed. I see the active under user status, but only want on “new” active users. We need this to know when a new student enrolls so we can assign a device to the student.

Hello, Is there a way images can stay in order when they are being sent in? When I go into the Emails tab, the images are stripped out.  Also, the ticket does not include the images in order:  Is there a setting we can change? How can we fix this, so that we do not have to guess which images go where. Thank you for your support. 

We need to have the ability for our users to be able to edit the iiQ events that they are the owners of. I tried editing permissions and filtering them, but the only filtering options I can find are by location.For Example: John Doe needs to edit his event for an upcoming concert but can’t. Right now the only options are for John to reach out to an events admin to change the event, or I grant them permission to edit all events for their location. I need users to be able to edit the events that they are the owner of.Any advice would be appreciated, thanks!

We have been unable to install Jamf School app. This is the message received.. (I can confirm the Network Id is correct). I’ve uninstalled and reinstalled the app… 

hello, can someone help me out with an issue, when our users submmit a ticket they are missing the option to input a room number. I have checked and in the site option we have it as required. is there anywhere else I can check to see if there was changes made?

There was a recent change in the location rule requirements for assigning tickets to agents and teams. Previously, in our large buildings, we were able to assign tickets to a team, and individual agents would pick up tickets as they noticed no other agent had claimed them. This allowed for a smooth, self-regulated workflow among our agents.However, with the new requirement to assign an agent or team for "All other locations," we’ve had to adjust our process significantly. Now, we’re forced to create an agent to act as a placeholder, which disrupts our previous workflow. Agents are still self-assigning the tickets when they see the placeholder agent, but this new step adds complexity and inefficiency to our process.It would be incredibly helpful if there were an option to toggle this feature on or off, depending on the preferred workflow. Our previous method of leaving tickets unassigned until an agent could self-assign worked much better for our environment, and we’d l

When creating custom resolution actions for ticketing, Is there any way to have it appear for every ticket category all at once? And is it possible to edit the suggested actions tab that appears whenever you view a ticket? I would like to have my custom resoluton actions appear in that spott. 

Is there a way to scan the barcode on the back of a book (ISBN) and load it into IIQ?

I subscribed to the product updates a while back and have not received an email notification but see there has been updates. Is anyone else running into this issue?https://community.incidentiq.com/product-updatesThanks,Dave

In the Microsoft app you can check a box, under General settings>mapping> that says,  The question is what happens to the device if you do not check that box? In iiQ is the device’s status changed? If so, to what? Or, is the device just ignored by iiQ? Will the sync history indicate the device wasn’t found in Microsoft? Are there any rules we can setup to set status or send an alert to the technicians if the device is not found in Microsoft SCCM? 

I have found that our IIQ Ticketing has gotten a bit messing in the aspect of where we can find the issues for our products.  Example: I believe that there are 2 ways to submit a ticket saying that a screen is broken.  Either in hardware or under display. It just gets confusing in the long run and especially if we look back at what was done every fiscal year and how it's hard to identify what problems were fixed.  My question is, is there a way that I could print or export all the issues that we have for our IIQ and identify what needs to be added or more clear direction for a better IIQ ticketing system? Please let me know if I need to explain this better. 

Haven’t had any luck searching for this issue. So I found that when updating a user in a ticket that would then send them an email, if they were out of office and that email responded then IIQ would create another ticket. I tried stopping this by putting an exclusion (subject = %automatic reply%) in the rule that allows emails to come in but what happens is that IIQ still responds with an email that says your ticket was refused. Which really confuses the user. How do any of you deal with this?

TL;DRThis is a long post and I’m infodumping to provide context for the problems I’m facing. I’m working with a particularly thorny migration problem from Aeries Devices to IncidentIQ, and looking for ideas or feedback on how I might improve the process of managing student accountability with Chromebooks for our Device Wrangler staff.The SetupDevice Wranglers are not IT folk. Most of them are Secretaries or Librarians. Usually there is only one per school site. They don’t have backup. Training is possible but ease of use, speed and simplicity is paramount.Previously, our Device Wranglers would use Aeries Devices to manage student Chromebooks. When devices were checked in, they could make notes on the asset. Aeries automatically links all previous assets to a student record, so that a Device Wrangler could see the history of the student and their devices. This was helpful in identifying “frequent fliers;” students that would break or lose their device

Forgive me if this has been posted somewhere. A quick search didn’t find the answer I’m looking for…We have user accounts being created through Google SSO. We also have data syncing from our SIS (Infinite Campus).I’m working on reconciling some student data in iiQ and we have many that are not linked to a SIS user. Some of these are actually inactive in our SIS, so their Google accounts should be deactivated.However, I’ve already found 2 that are in iiQ’s backend “database” and manually linked them. Before I keep going down the path, is there something I should check in our iiQ data mappings to ensure these accounts are getting linked? Or is the issue in Infinite Campus?These are not newly-created accounts. At least one student has logged in to their Google account if that would matter. 

I read in the Setting up Email to Ticket Functionality that other email addresses can be used (besides Tickets@) but I receive an error email from IIQ stating that the format isn't correct Am i missing something? the format is correct - name@school.incidentiq.com - the tickets@ email address works fine, but I wanted a different one to trigger a specific ticket chain. 

We are just implementing IIQ for facilities.  We are coming off of School Dude and are looking to build a order fulfillment workflow for our buildings.Each building places an order for multiple consumable items and the warehouse picks the items and delivers them.  We then need to track and report those transactions to accounting at the end of each month.  Has anyone developed a workflow for this?  So far what we have seen is very clunky with a static form with hundreds of items on it.  

I wish it was possible to be able to edit the subject line of a submitted ticket. I can re-categorise and make a note to better clarify the issue but some of my users are so off base on what subject they submit the ticket under. Anyone else need/want this functionality edit to IIQ ticketing? Is it already a feature request?

I have a question about Special events and how to connect the event date to the calendar. Also, is the view All Events only available  with specific packages, because I don’t see this option on our Dashboard. It would be very helpful if the “When does the event take place?” and “When can IT set-up?” fields synced with the calendar. When I read iiq help articles it seems like this should be happen automatically. Any suggestions on this would be appreciated!  Thank you, Eva WellsNACS Tech Department