Ask the Community

We’re adding our communications team into iiQ to allow them to work support requests related to our new district website. Users will be enouraged to submit requests through iiQ, but the communications team has also requested that we have an option for staff and community members to ask for help just by emailing the communications email listed at the bottom of each webpage. I’ve successfully setup the email forwarding (gmail) and ticket creation in iiQ, but I’m running into an issue with our rules. The tickets are being created successfully, but I can’t find a way to filter all emails from the communications email for easy ticket routing to a team. It looks like the forwarded emails show the communications email address in the “to” field rather than the “from” field.The conditional filters in the rules engine aren’t working when I set the communication email as the “from email,” and it won’t allow me to add that email address to the “to email” field.  Any suggestions? Am I missing somet

Recently tickets we receive via email look different and can no longer be worked. Is anyone else encountering this? Am I missing a setting somewhere?  Thanks in advance.

Our district had been running with the enhanced permissions for about a month, until they were suddenly reverted yesterday afternoon, without notice.  Unfortunately, this resulted in disruption - people were kicked out, and our Events manager was no longer able to access the Event module at all. I’ve got people back up and running under the old permissions, but I’m concerned that we weren’t notified before the switch happened. Did this happen broadly?On a related note, does IncidentIQ publish a list of known issues/bugs that they are working on? 

Hello all! Our district operates in a Chromebook environment, which means we sometimes need repairs that go out to the depot. As part of the repair process, the depot performs a powerwash which deprovisions the devices. Since we synchronize from Google to IIQ, this causes assets to be deleted in IIQ, which is problematic. I'm wondering if there's a way to work around this issue, or if there are other possible solutions.  Thanks! Chris

Currently our events submission form has an on/off button that users must turn on if they need tech or facilities support which would fire off a ticket template to create a ticket.I’m having such a difficult time keeping track of the events that require support.Is there a way to include the location, room, date and time from the event to be injected into the work template rather than clicking into the ticket and looking at the event details?Or is there a better way of doing this?

Do you have plans for improving the fees and payment app?Invoicing for multiple charges in one screen, same for adjustments and payments.a drop down to select multiple people for invoice copies instead of entering all the email address would cut down on mistakes and time entering.The users name to auto populate in the name section of the invoice instead of the invoice number.A payment and fees summary on the dashboard screen with balance due, balance paid and adjustments, with the ability to see the invoices as well.I’m not sure how many people use this app but we do a large amount of invoices through out the school year. Efficiency would make it much quicker. Thank you for reading and commenting. 

I often do exports (for instance “devices”) and would like to change the default choices in Columns.  Asset, Manufacturer + Model, Location, Owner, and Audit Verification Status are the current defaults.  Audit Verif we don’t often use but we do use Serial Number and Owner Email.  How can I as IIQ Admin change or request to change the default selections?  Thanks!  Kevin Weir, SGUSD

Is there a way to set requested for in an email submission? For Example, can I send and email with Someone's name and then it show up as requested for them?

Can you pull certain tickets out of the ticket view based on custom fields? For example make a custom field that puts in a date, can you make the ticket view not show the tickets that's ate is after todays date until it is that date?

Is there a way to import our school district student device waiver into the system that when a student is assigned a device it can auto populate the necessary information (Name, student ID/email, serial number of device and/or asset tag number).  It would be great to be able to have the option to print out individual and by grade.

I am trying to change it so users automatically select “Pending approval” and not “Approved”. Does anyone know how I could do this? It seems to be a field that is read only?  

We are new to Incident IQ.In our current system, Solarwinds Service Desk, we were able to create a Purchase Order (really a requisition) with a list of items, link to the item, part number, & cost, with a total cost at the bottom. This would then go through a workflow for approval, budget code assignment, and ordering. Then once received, we would mark the items received.We do not see this feature in IIQ.How do you handle ordering items that are not in your parts inventory? This is how our current system looks. 

With the new sidebar, my custom views for tickets no longer show accurate numbers alongside the name of the view. This incorrect count will follow over into another browser or device, and clearing cookies for the site does not have an impact on the number. I also noticed that the views are no longer in alphabetical order. They were seemingly random, so I am working on renaming them to include numbers to help organize. Here’s a photo to show which number I’m referencing:  

We currently allow student get a loaner if they forgot it at home or needs to be charged. A ticket doesn’t need to be created, just assigning the student a loaner from the pool.

I added a custom field for assets that has the MAC address. Is there no way to access this value when creating a rule that involves a webhook?

Hello there, is there a way to bulk import Models into IIQ? 

Is there a way to see if someone else is viewing a ticket the same time I am?It would be great if I could tell if someone else is in a ticket, so I can move on to another or collaborate.Is there a way to tell?  

Is there a way to see a “top ten” of who has submitted the most tickets. We are trying to identify the staff that need more support and the issues they are having to better train them.

Does anyone know if the batch unlinking process is not working properly? I have carts listed as assets in our system. I have linked all the chromebook assets to each cart they are assigned to. We are deploying new chromebooks so I want to unlink the old chromebook assets from the carts. When I select them all and choose Unlink from asset it only will only unlink 1 or 2 and not the whole list that I have selected. I have had to run the batch unlink process multiple times to get all assets unlinked from the cart. It was faster to choose each asset and click the unlink button next to it when all was said and done. 

Currently we have a few google forms that once an entry is made in the form, a script sends an email to helpdesk.  However the format of that email is difficult to read.  Do you have any recommendations on how this could be improved? Is there a configuration setting for emails coming in that could change?Thanks for your help

Hello Community, I am wondering if anyone here has come up with a solution for reserving meeting space or things such as a district vehicle.  I have started with custom fields and some embedded HTML to get required information in the ticket, but I feel that there is likely someone else that has already dealt with this type of request.  Any help would be greatly appreciated! 

We're looking at integrating our Blackbaud SIS data to IIQ using the CSV One Roster sync for the first time, primarily for linking students to parents for damage notifications/billing, etc.One big concern is the visibility of class data (teacher/section assignments) for parents and students. Over the summer, we hide that information from parents/students in our SIS. If we sync with IIQ, will that information be visible to parents/students? Both parents and students currently have logins and can submit tickets in IIQ.Is there a way to ensure rosters/teacher assignments are hidden from parents/students during the summer? Or, is there a way through the One Roster sync interface to ONLY sync parents/student user information during the summer? Could I just delete the class files from the ZIP, or would that generate an error?Thanks for any advice!

Hi. Sorry, I meant “Requested by” in the title.Has anyone found a way (I now there are some fancy coding people in here) in the rules engine to change the “Requested by” to the same person as the “Requested for”? Our teachers submit tickets on behalf of students, but then they are receiving all the emails from the tickets; messages, actions, fees, etc. Is there any fancy code I could put in the “Select or search for a user” that would do this? Thank you for any help. 

I've been reflecting on our maintenance and repair processes for our 1:1 Chromebooks, and I'm looking for ways to optimize our device management. Specifically, I'd like to create a view to track the top-repaired devices by model to identify those that require frequent maintenance and consider removing them from circulation.I've noticed that some devices have accumulated a substantial amount of repair costs, exceeding the original device cost. For instance, I've seen devices with $300 in repairs, yet the original device only cost $274. I'm concerned about the potential wasted resources and would like to explore strategies to better manage our device inventory.What approaches or tools do you use to track and manage your device maintenance and repair costs? Any insights or suggestions would be appreciated. 

Are there event details data points that can be included in the “Send email alert to user” as part of rules like there are for tickets?  I’m trying to setup a rule to email our security admin if there are going to be more than 200 attendees at an event.  However, to be useful, it has to include the event details such as event name, location, and date.