Skip to main content

Ask the Community

Ask a question, share a solution, and reach your goals–together!

2031 Topics
J
JHernandez 87f56e brawleyhighObserver
asked in Tickets
Multiple Days

How can I add multiple days to one ticket?For example I need to reserve the Cafeteria from 8-12-24 to 8-21-24.

231
Kathryn Carter
M
Contributor
mrodriguezContributor
asked in Tickets
Parent ticket

Anyone else having issues with a parent ticket not showing the child ticket in the “timeline” when they are merged? For instance I have a ticket that had the same issue on another ticket and decided to “merge” them with resolving with “duplicate ticket” option. In the past I thought that it would give me a “timeline” comment saying that the ticket was a duplicate to reference later within the parent ticket?

421
Kathryn Carter
DPadilla 6308d7c besd
DPadilla 6308d7c besdObserver
asked in Other
Easier way to find vidoes only.

I’m a visual leaner and I love watching videos. I don’t mind the how-to guides but I like to watch what I’m learning in action. I don’t want to read every one’s comments if I don’t know what I’m supposed to do! Are there full videos of how to for Importing Parts and Inventory? I want to watch a video first to see how I can apply it to my job. Is there a web page with only videos? I went on YouTube but the videos are only a minute or two minutes long. I started the academy program for new employee but I don’t like the short videos and then read then a video and so forth. I’ve been working in my position for a month now and I have a lot to learn for IIQ. Also, If you make a a section for new employees basics. All the information provided is good but overwhelming! 

273
Kathryn Carter
J
jmerwinObserver
asked in Other
HR Onboarding Email

Anyone know how not to have the IT tasks show on the employee onboarding email sent to the new hire. Those tasks are internal only.  

582
J
T
TLangan 367fea9 longwoodcsdObserver
asked in Tickets
why am I getting this on the tickets I submit "undefined submitted the ticket " and how to I make it stop !

I get this wording on every ticket i write now. I never did before.” undefined submitted the ticket “why? and how to I stop it?

686
T
M
MPerez 15382e6 twpunionschoolsObserver
asked in Other
Sudden Problem with checkout and Student ID

Suddenly, agents cannot check out a device in Checkin/checkout using a student’s ID.  Is anyone else having this problem?

1329
Kathryn Carter
E
Contributor
ebloomfield33Contributor
asked in Tickets
Notification or icon that someone has left message on ticket

not sure if this is already available and I don’t know about it or if it’s something that can be added.  I would like to see in my ticket view some sort of icon or wording that lets me know someone has added a comment.  Right now it says updated and a time but that can change based on many factors.  would be nice to see that a user has left a comment so I can then go to that ticket.  thank you

251
Kathryn Carter
R
RCutler 18055f2 claytonObserver
asked in Tickets
Requested on Behalf of Variable Field

Good Morning,Our district is currently working on submitting tickets in bulk using created ticket templates. Our intention was to submit tickets for assets that have associated owners, in order to have the owner of the assets captured as the requestor field. Since Ticket Templates default to the Ticket Submitter for requestor, and the ‘Requested by’ and ‘Requested for’ actions require specific users to be filled in, we are looking for a way to map other fields to the Requested for / Requested By field.Are there any solutions that could accommodate this? Our intention is to be able to utilize fee tracking with these tickets, which requires the tickets be ‘on the behalf of’ the associated asset’s owner.Thank you in advance! 

842
Kathryn Carter
S
SPeaslee 205c86 mooreObserver
asked in Tickets
Remove requirement to add an action

My predecessor made it to where there are a few specific people who are not required to add an action to a ticket before closing it.  I have been asked to duplicate this to a couple of new hires, but I cannot find where it is done.

1175
Kathryn Carter
A
amacObserver
posted in Assets
How to keep devices from moving out of a specific OU?

We have configured our chrome devices to follow the student for 7-12. They move schools (within in the district, the chromebook moves to the new OU.We have an OU for our specific devices that should never move no matter which student or staff is signed in.  How do we exclude the OU?

11812
Kathryn Carter
E
Contributor
ebloomfield33Contributor
posted in Assets
what are pros and cons of using Check in/Check out versus Batch Check in/Check Out

We have our senior chromebook collection day coming up and just wanted to know what would be the difference between using the Check in/out versus the Batch check in/out.  We don’t need any rules to fire off when checking them in just having the ownership set to unassigned which I know both options do.  Thank you.

2463
J
Specialist
M
MSamuel 8605835 ccisdObserver
asked in Tickets
KB within IQ for users

Can you create a KB within your environment for your team, with vendor support information, quick fixes and guides?

442
M
W
WBlue 3e1ca monroeric
asked in Tickets
How to add form when viewing ticket?

When I click on the drop down menu and click on “attach form”, there are no options for me to be able to select a form.  I followed the instructions at  but still no forms shows up via drop down menu or via rules.  I created a form via custom fields and included “iiQ form” field, still nothing in drop down or in rules. I created a template ticket, still nothing in drop down or in rules. I tried quick ticket, still nothing.  What am I missing?

613
Kathryn Carter
JDunlap 763bce3 gcsd
JDunlap 763bce3 gcsdObserver
asked in Assets
Adding two new printers, how do I choose the correct model?

     Hello and thanks for having me as part of the community. We purchased two very specific printers for the art department and when I go to add a new asset, the specific model does not come up as an option in the drop-down menu. The printers are HP Color LaserJet Pro 4201dn and I see hundreds of options but not that one. For the time being, I just chose a model that looked somewhat similar and created the asset, but I was hoping to be able to map it specifically to the correct make/model if possible.      I apologize if this is a “newb” question, but this is my first full year(school season here ends in a few weeks) working in a school district environment, thus my first year of  engaging/interacting with iiQ. Also, for additional reference, I created a support ticket but the response was just a link to an article for uploading large CSV files, whereas, I literally just need to do these two printers, as the rest of the district uses other models.     Thank you for any assistance that

472
Kathryn Carter
A
alambarenObserver
asked in Tickets
Existing Tickets to Template Ticket

Hello, We are looking for a way to apply to an existing ticket, a template ticket.  For example, a ticket is created for a Chromebook with a keyboard issue by a staff member for a student.  The Chromebook is under warranty, we want to apply to the ticket subtask to the ticket for order of operations in sending it to manufacture warranty, without having to manually add sub-tickets each time.  Another example would be a ticket is created for laptop that had liquid spill and after troubleshooting, we deem the device has reached its end of life, and would like to apply the template to the existing ticket, which will add subtask automatically to the ticket, of removing from Inventory Spreadsheet, Removal from our imaging program, removal from our directory, etc. Without having to add each subtask manually.  Is there a way that already exist to do this, or what have others done to accomplish task similar to this?  Thanks 

572
Kathryn Carter
J
JBonicioli 13324ce montvilleObserver
asked in Tickets
The Receive Repaired Device link is not clickable

I started to see today, May 24th that the Receive Repaired Device option from Trafara is not clickable.  This is a problem as it is a Required box to click to close the ticket.  Is this a Incident IQ issue or a Trafara?

181
Kathryn Carter
G
Greg TObserver
asked in Tickets
Include Fee in the ticket

Hello, I have a question about including fees in the ticket. After the the ticket is created and a fee has been processed. The ticket assignee is unable to view what fee do they owe from ticket details. It only explains the status of the asset. How can we include the fee when the assignee goes to ticket details? Thank you

683
Kathryn Carter
ADeLacy
Participant
ADeLacyParticipant
asked in Tickets
Survey completion Emailing the Agent ?

Noticed an odd one, We had and agent close out a ticket. Later / Next day the survey was filled out. Our agent got an email notification about the ticket but it was not reopened, no additional comments and the ticket remained closed.We found with some investigation that the survey completion seemed to triggered the e-mail.Trying to see why / what might have caused this, any Ideas ?

586
ADeLacy
Participant
G
Greg TObserver
asked in Assets
Entering additional variables

Hello, thank you for this resource! Would it be possible to add additional variables for Parent/guardian Email, School Phone number and balances owed from owner of device? Thank you

1881
Kathryn Carter
M
MSmith 51710f5 amherstk12Observer
asked in Assets
Room Audits

What is the best way to room audit in the summer? Ideally, we’d be able to “go into a room” to see all devices that are assigned in that room. I see there’s some ideas floating out here to click on a map and see nested assets within a room. We’ve created views before, but that gets extremely messy.Is there an ideal workflow currently, or just scanning?  

3659
B
M
MPhillips 32313f4 bcscObserver
asked in Apps
Routing Approval Requests Based on Location Custom Field

We are attempting to setup a workflow where when a specific ticket type is entered it is initially sent to the building principal for approval before assigning to the correct team. We have a few different use cases for this, so something that could be applied across ticket types.We are trying to come up with the best way to keep the routing up to date when there is a personnel change. Remembering to edit specific user cases within specific rules on a personnel change is more manual than we would like.Our thought was to create a custom field on each location called ‘Building Principal’ that has an IIQ User assigned. Then, use the mapping based on location custom field option within the Approver routing engine, instead of just location. That way any tech, not just an IIQ Admin (only ones who have access to Rules in our environment), can update the principal for a building and the Rule will still route correctly. But, the Building Principal custom field we created and assigned to all loca

932
Kathryn Carter
E
Contributor
ekangContributor
asked in Users
iiQ Login Page Customization

Hi,I would like to know if our district’s iiQ login page can be customized to post a help desk phone number or a link to our “How To Log In” document to guide our parent users in the district in using this system. Thank you.   

30815
Kathryn Carter
D
DBrown 1738381 ccpsObserver
asked in Assets
Random Deprovision

IIQ seems to randomly deprovision devices in Google which deletes them in IIQ but they are still valid.  Has anyone else experienced this?

848
Kathryn Carter
JAdkins_iiQ
JAdkins_iiQiiQ Community Manager
asked in Assets
Can I bulk print asset labels?

I need to add labels to several new Chromebooks. Can I print multiple labels at once?

7973
Kathryn Carter
M
MMaine 977a37a avsdObserver
asked in Assets
"Exchange" asset button in a ticket not what I think it is?

I’m am starting to think I’ve been using this feature incorrectly and would appreciate some input.   When a ticket is created, say a chromebook has a broken screen, my typical process is to open the ticket, and click the “Exchange” button to the right near the affected asset.   A window pops up,  I scan the barcode of the new chromebook and update the status of the broken one to “broken”.   Thus completing the exchange for the student.   The ticket updates with the exchange as the performed action and I can resolve/close the ticket.    The issue that I am now realizing is that the ticket for the broken screen is not attached/linked to the chromebook that is actually broken.  Its attached to the history of the new device - which is obviously not broken.    Being able to view the ticket history of any device is a huge advantage.   It seems as though any report I run for the end of the year will be wrong and this entire year’s worth of device tickets are probably attached to the wrong dev

1845
Kathryn Carter

Badge winners

Show all badges
Terms & ConditionsCookie settings
Incident IQ logo

Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

Corporate Headquarters:
750 Glenwood Ave SE, Suite 320
Atlanta, GA 30316