Ask the Community

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.

We have a rule to create a subticket with fields from the parent ticket but they don’t show up in the order that is in the rule. Is that normal? 

Good afternoon, Is there a way to see who made changes in incident IQ? Like who changed rights or who created a group etc.?

I would like to run a list of all items in assigned in a spare pool.  I’m not seeing anything in Assets or the Spare Pool manage page.

Hello,I’m curious if anyone else has extensively touched the IncidentIQ API with Python. I’m looking to automate the retirement of devices by having the script update specific fields for an asset based on a serial number an end-user puts in. However, the documentation is a bit confusing. Would I need to do a Search Assets Query with the user provided serial number, then get the SID of the asset in order to update fields? And where would I go to find the API names of these specific fields, especially for custom additions? I appreciate any clarification on this as the default workflow of clicking through the GUI each time is tedious, especially when dealing with dozens of retired assets.Here are the API docs I was working with: apihub.incidentiq.com/

We have some users with limited permissions (able to see site specific tickets, assets, users ect.) and when they do a quick search for a user or click on a user’s profile off of a ticket, the ticket history will not show up. However, if you go to User explorer and search for the same user, then recent tickets will show up. We have users with all open permissions and they can see ticket history under the quick search for users or tickets. Is this directly related to a specific permission or just a bug? We would like users to be able to see ticket history when they access a user’s profile, no matter the route. 

I’ll add this to my existing support ticket since this is the second time this issue has happened. In the meantime, if one of you iiQ folks could force an action to complete, I’d appreciate it.One of our agents was working a ticket & clicked “return spare”. iiQ has registered that the spare is returned, but the action did not complete and the ticket is now in limbo.Ticket is: 12928

Agents are no longer able to add labor to tickets as of 10-21-24. When they try and select the labor type the options are not populating?

Hi, Last week we launched the ability for students to create tickets for specific problems. We’ve restricted access to a very select set of issues such as printing and requesting website unblocks, but we do not want the students to be able to create tickets for their chromebooks. We have liaisons in every building who handle the creation of tickets and issuing spare devices. While the actual ticket type for devices has been hidden from the students, the Quick Ticket and Favorite Asset bar still appears for them and allows them to create a ticket for their assigned chromebook. I’d like to disable this so they can no longer create tickets this way. I’ve looked through all of the settings that I thought would be relevant and haven’t had any luck finding where I would do this, and searching in the KB didn’t immediately turn anything up either.

Is it possible to add actions to a ticket without having to add time spent?

This is a general question in regards to changes being made on PowerSchool’s end regarding 3rd party plugins that access via the API.Recently PowerSchool users received an email from the CEO regarding non-partner plugins. The short of it is, if PowerSchool doesn’t view how data is being handled from a 3rd party as secure they may block that access. There is a lot of ambiguity here. IncidentIQ is not a partner vendor, or at least not listed as one. So for IncidenIQ staff, are you aware of this? If so, what are your thoughts and suggestions?For PowerSchool users who have upgraded to 24.10, have you noticed any issues with the IncidentIQ plugin?We have not upgraded yet as we want to ensure there are no issues with our integrations.

Is there a way to bulk update the purchase date and price on existing assets? We need to update this information on assets that have been previously imported. Any direction would be appreciated! Thank you.

Is there a way to personalize short cut comments?  For instance, I like to put the user’s name in the salutation:  Hello [user’s name], turns into Hello Kathy Smith, Thanks,Mary Beth