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Hello, Please advise how we can disable the rule  that allows non-agent users to reopen a resolved ticket by adding a comment. Most of the time our non-agent users would choose to reopen the ticket when they put comments like “thank you.”  We would rather users to submit new tickets if the issue is not resolved.  Thank you.     

We would like to get a breakdown of chromebook issues by grade level. Anyone have an idea of how to get started with this? I tend to hit functionality snags when filtering tickets. Can this be done through IQ or do I need to export the data into Excel to sort and filter? Thanks! 

I have applied a subtask group in rules. When a ticket is “created” the subtask group is in the rule. The ticket will show individual sub task’s. But none of the subtask group are showing.

I’m going to assume this is an issue with our instance of iiQ, but figured I’d post about it first. I don’t see any other rules with the same trigger that would cause the rule to trigger incorrectly. I added a rule to change ticket status to a custom one called New Comment when the comments field is updated.The rule is set to exclude a few statuses, but is ignoring that and firing on each update.When I run an affected ticket against the rule through the rule simulator, the Simulation Log states it does not match. Top screenshot is the simulation log, bottom is the details in the ticket itself. 

Whats the difference between the two? I would like to add in a tag then a text template into the comment box and then edit it before posting. Can I do this with a shortcut and comment?

I entered about 26 devices in a spare pool. I can see the number of devices but when I click on it, it says No device meets the criteria. I can’t delete the pool because there are devices in it. Does anyone have suggestions - I cleared the cache, different browser, restarted the computer, and refreshed the web page

Is there a way to allow guests to create and continuously access their account to track their event requests/tickets?

Is there a way to set up a custom view that will allow me to track tickets created by my District for a specific “Issue”. Currently, it seems I am only able to set up filtering for issues that exist as defaults of IIQ. We need to be able to set up a filter that will allow us to successfully track issues that we created to pull metrics for watching trends, etc with these specific issues.  For example, we created an Issue Category under Software/Online Systems for Multifactor Authentication tickets, but we have not found a way to filter tickets for that specific issue to gauge how many tickets have come in for that issue. 

We are exploring asset management systems that provide more accurate, real-time usage and geolocation data than what the Google Admin Console currently offers. We are a 1:1 school district with only our junior high and high school students taking a device home. Currently, we don’t have a way to view where a device is located or who is using it in real-time. I would like to be able to look up a device and see who is using it at that exact moment and where it’s currently located, both on and off our network. These are the two most desired features we’re looking for in an asset management system.  Does anyone use a system that they would recommend? 

How do I change the required fields for the import asset option in IIQ? I am an administrator, but I do not see how to change the required fields to import assets. 

I have established storage units for assets and would like to add additional assets that have been returned to these established units.  I have yet to find a way to be successful adding assets to existing storage.  How do I successfully add additional assets into an existing storage location?

Hi! Often times our users, and some of its our own fault, but they can’t/don’t identify the asset or issue correctly, leaving a queue of tickets without a place to be.  I’d love to look for items in the Issue Description that pertain to my assets but can’t seem to do it to bulk-assign the tickets to our team.   Looking for some useful suggestions if anyone has any?  Thank you! 

We have been using the My Classes integration with our SIS to allow teachers to verify student Chromebooks. Since we were rolled to the new site permissions, teachers are unable to complete the verification (it just spins and doesn’t allow you to continue).  I’ve been told by support that the site unification for staff and agents has resulted in some behind the scenes permission changes.  In order for teachers to now verify assets, they need “edit” permission for assets.  Obviously, we do not want staff to have full asset edit permission.  It appears we need to elevate this to IIQ developers to give staff permission to verify, but not to edit details. Has anyone else who is using device verification experienced this?

Is there a way to control the status that is set when an agent uses the “Send for Approval” button and selects a user to approve? We need the agent to send to the first approver, but then the 2nd, 3rd, and 4th approvers are the same regardless of first approver. When manually sent for approval, the status is set to “in progress” when approved. I can’t use that status as a trigger as the ticket has to go “in progress” for the agent to access the send for approval button.Thanks for any ideas or solutions!

There is a field called Activity Date we can use in rules though I cannot find documentation on it. If a user replies to a Survey, does that count as an Activity?

Hello IncidentIQ team! Our school is currently weighing the pros and cons of giving parents and students direct access to IncidentIQ for ticketing, as we have previously only allowed tickets to be submitted through the guest submission portal, and followed up through email. In investigating a way to grant login access to users while providing the least possible amount of permissions, we have noticed that users can look up other users’ assets through the “Add Favorite” button on the “My assets” navigation bar. Additionally, access through absolute URLs is not restricted either. This is not optimal, as a user with an account and a serial number or asset tag could potentially look up the status, ownership, and email credentials of another user, as well as other information we have synced from our MDMs (network details, last usage data, etc). Ideally, we would like parents and students to only have access to the devices that are directly assigne

Curious… do any of you allow Parent to login to iiQ?Are you aware of this security concern?  A Parent can see you entire Asset inventory. 😳 

Our district recently got iPads for repair techs to use when doing repairs, especially to attach images of damaged devices to existing tickets. When going to add images in a comment on the iPad app, either through the “Take Photo” or “Add from Photo Library” options, it does not work. Sometimes it loads for a second or two but never adds the image into the comment. We have tested on multiple iPads, all with the most recent iPad OS and most recent IIQ app version, all permissions are available. We also tested changing the image format and that did not resolve it either.

Hello, I wanted to ask if it is possible to be able to use the {Asset.x} data point variables in webhooks to send to a google chat when a ticket is created, or is it only limited to {Ticket.x} variables?This is the webhook code I am using:{  "cardsV2": [    {      "card": {        "sections": [          {            "widgets": [              {                "decoratedText": {                  "icon": {                    "materialIcon": {                      "name": "devices"                    }                  },                  "topLabel": "Device Model:",                  "text": "<b>{{Asset.ModelName}} || {{Asset.ManufacturerModelName}}</b>",                  "wrapText": true                }              },              {                "decoratedText": {                  "icon": {                    "knownI

I’m writing wondering if there has been a change to how duplicate tickets are handled. In the past, I click the drop down next to the Resolve button and select “Resolve-Duplicate Ticket”. Then I select the ticket number that I want to merge to and then it was complete. When I tried this just now, I got an error saying I must choose a resolution action. Is this intentional or is it a bug?

Is there a way I can create a custom group (ie. Secretaries) and only allow that group to put in certain tickets (ie. broken crash bar on door)??

How do I choose an agent to print and export a report of devices/assets of one user

I asked about this in iiQ’s office hours today and here I am with my question.Found a similar one here.We send our repairs to a 3rd party. They have a web portal we use to submit the requests, which generates an email to the agent. We’d like that email to make its way back to the iiQ ticket.We can save the email as a PDF and manually add it, but if anyone has used the API for something similar, I’m all ears.

Has anyone ever set something up that sends a user a text message when something is triggered? Not looking for an IIQ notification, rather an actual text message to a cell phone. Thanks!

We have a student help desk and we have a ticket category called ‘Loaner - Forgot at home’. We use this category for students that need to sign out a loaner Chromebook for the day because they forgot to bring their assigned Chromebook into school. I’m wondering if there is a way to create an alert for our repeat offenders that triggers if a given student exceeds a threshold that we set. This alert could be in the form of a ‘view’ or a ‘rule’ that triggers an email.