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2131 Topics
J
JOWENS 3134d66 hcde
asked in Tickets
Email to Ticket Issues

We’ve been using the Email to Ticket feature as part of some of our beginning of year workflows and have experienced some issues that I’d like to reach out to the community to ask about resolving or at least alleviating. Our current setup is this: Microsoft Form → Power Automate Flow → Outlook Email → Ticket Creation.  We are having to use this setup due to legacy forms being already dispersed to a large group and the fact that we cannot link directly to specific issues ticket entry types in iiQ when communicating with our teams at different sites. The issues we are seeing: When using Email to Ticket, the body of the email will only partially be delivered into the ticket details. Sometimes, the ticket will only contain the first word of the email body, which requires me to reforward the email to get it to create the full body.   Sometimes there are significant delays or no tickets created, despite the email being successfully sent. I understand that this is a technically tricky feature

431
EStapf_iiQ
D
DCummings 903a062 minnehahaObserver
asked in Integrations
SMS Notifications via Twilio webhook?

Since there is no SMS notification option for agents, and since AT&T has shutdown their e-mail to text gateway (number@txt.att.net) and Verizon will soon do the same, I need to engineer another method of getting updates to agents via text.  I use Twilio from other monitoring systems to send SMS - how can I create notifications from IIQ to Twilio using webhooks or other API?

182
Kathryn Carter
A
amhernandezccisdObserver
asked in Tickets
Location, location, location

So, we have staff that are reassigned for the next school year, mid-way through the school year, or staff that serve multiple schools. I have set up a view to catch those tickets that put the Location as Unassigned, but how can I catch those whose Requested For location and Location differ? The example below shows how staff are trying to correct it by putting this information in Location Details. I’m trying to teach them how to Edit Location, but in the meantime, I need to make sure our teams go to the right place.  Thanks for any help you can provide.

573
Kathryn Carter
B
blankenshiprObserver
asked in Tickets
Email forwarding from Gmail

We would like to set up our old tech-help@domain.com to forward requests over to our IIQ instance. I set up a rule to fire “When from email” and I added a condition of “To Email = techfwd@domain.incidentiq.com” and an action of “Approve ticket creation from email”.When I put techfwd@domain.incidentiq.com in the Forwarding section of the Gmail setup for the old mailbox, it sends a confirmation code. I haven’t seen that confirmation code come through in the form of a ticket. Is there something I am missing?

3216
Kathryn Carter
J
JChua 517ab93 southorangetownObserver
asked in Assets
Permission Setting to Limit view of one location

Is there a permission setting or something else that can limit an agent to only view assets for certain building/location? 

395
J
CJohnert 603f326 portnet
CJohnert 603f326 portnetObserver
asked in Integrations
Writeback Data to Google

There are five fields that you can write to on the Google backend.Asset ID User Location OU NotesI know that through the Google Devices app, we can set filters to set an OU based on filters that are setup (and there is an FAQ article on this functionality).  What I want to know is, are there ways to set write-backs for the other four fields?  I have not been able to find any documentation on that.Thank you

442
CJohnert 603f326 portnet
J
JLee 877aada wantaghufsdObserver
asked in Assets
View Designer SFTP Variables

Just out of curiosity, is there anyway to add date on the export with a variable so it doesn’t get over written?I do not want to keep changing the dates especially if it’s a daily export.   

565
J
Specialist
K
KCortez 85384e0 udsdObserver
asked in Assets
Custom asset labels

Good afternoon Team, Question.  Has anyone else experience their custom asset labels not working this morning?  I tried printing some labels out, and I notice our whole label was different.  There is also a message under admin, site options stating that “Your district has a custom asset label created by Incident IQ. If you would like to use the asset label designer, please contact customer support to reset your custom template.”  I opened a ticket about this issue (6600) and the ticket has been claimed but I haven’t heard anything back yet since 11am EST.    

422
T
C
CRoth 77076eb olsdObserver
asked in Assets
Linking/Unlinking Devices in inventory

Is anyone having issues Linking/unlinking devices in Inventory? We go thru the steps & it goes thru but does not change. The Timeline shows it was done but anything unlinked or linked still shows up. This was working last week but appears to be a new issue for our staff.

714
AHolley_iiQ
M
MeganrObserver
asked in Assets
Asset Linking Not Saving Changes

Is anyone else having issues with asset linking?When we go to link assets it will say completed and show in the timeline but when we go back and check the linked assets tab the new assets are not linked.  The same thing is happening with unlinking as well.  

352
AHolley_iiQ
D
DE SysAdminObserver
asked in Assets
Recently Changed Asset Tag Field Report

I am looking for a way to make a report\view of a certain Chromebook model that has had the Asset Tag field changed within a date range. I do not see a filter to look for the tag changing. Is there a way to get the information?

281
AHolley_iiQ
MHobdy 4205000 forneyisd
Contributor
MHobdy 4205000 forneyisdContributor
asked in Tickets
How to add a hyperlink in Asset Rules Engine?

How do I add hyperlinks to this Email Body field for this rule we have in the Asset Rules section? There’s no markup toolbar… I would like the user to be able to click on the OS and go to the cooresponding instructions (i.e. Windows when clicked should go to that specific URL). Any ideas? 

323
MHobdy 4205000 forneyisd
Contributor
J
Specialist
jclarkSpecialist
asked in Integrations
Intune App overwriting asset tag with device name

So this isn’t making sense to me, but since nobody else has mentioned it I have to assume I’m overlooking something.We previously set up the Intune app to only create devices and update custom fields, just so we could get them pulled in. Like so:  Yesterday, I checked the “Update Asset” box to update the asset and custom fields so that we’re pulling in current usage data, etc. Shown here: That setting alone is causing the Asset Tag field in iiQ to be overwritten with the Device Name from Intune. So lucky me, I’ve successfully erased about 10k asset tags. We can work through that though… I don’t see anywhere in the options that suggests the device name is mapped to the asset tag field, and nothing in this guide mentions it either. I even tried manually setting the asset tag on one device again, and then ran a full sync again, thinking it was maybe a one-time thing… nope. Overwritten again.Intune doesn’t have an asset tag field that I can load these to and map in iiQ, so I don’t know how

38018
Kathryn Carter
M
MTriplett 6037cfe myipsObserver
asked in Assets
Student needs two devices. one for school one for home can I use the same student ID for both?

Student needs two devices. one for school one for home can I use the same student code for both?

382
Kathryn Carter
JBrown 510fc30 misd
JBrown 510fc30 misd
asked in Tickets
Quick Ticket Template?

If this question has already been brought up, forgive me for digging it back up. Is it possible to create a ticket template (with the perk of being able to attach an asset to the ticket) but make it accessible on your dashboard like a quick ticket?

736
P
M
MJobson 810f357 ticsdObserver
asked in Users
Google SSO issue.

Good Morning, Im having an issue where my supervisor can’t login using SSO. His account is showing as authenticated by local provider. In the logs he is showing as being synced. I’m new so please bare with me. 

18010
Melissa_iiQ
K
KCortez 85384e0 udsdObserver
asked in Users
how to edit user roles

can I edit and or add user roles in Incident IQ?

2876
Kathryn Carter
U
UTinajero 907ae3d morelandObserver
asked in Assets
open ticket skip model selection when only 1 exist

It would be helpful to skip the model selection step when there’s only one option available.So the flow would be: open ticket > device/hardware > phone > Cisco IP phone (skip model selection) > issue.

142
Kathryn Carter
CJohnert 603f326 portnet
CJohnert 603f326 portnetObserver
asked in Assets
What happens to a device when it is assigned to a user and that user is disabled?

When I have 1:1 devices assigned to users and a user leaves the district (but does not return their device), what happens to that device?  Is it just unassigned?  Is there a report of users who leave the district but do not return their device?

615
Kathryn Carter
Y
ykimObserver
asked in Tickets
How can I automate this process in sending to vendor?

 Above is the biggest hurdle in a new process in my location. As it stands now, our process is: Start Ticket > Confirm Issue > Send to -Hardware Vendor- > Run a shortcut made for our team for proper routing. This is an issue due to there being upwards of 10-15+ of these type of tickets coming in bulk.Our hardware vendor uses Autotask and the “Send to” button creates a ticket for them to work. For the most part I’ve finagled it to where that “Send to” button is the only hurdle I have in making the process quick and easy. I am hoping to receive some guidance on figuring this issue out to make mine and by extension my team’s job easier.

372
Y
K
KRobison 117d65b edmondschoolsObserver
posted in Tickets
entering invoice data for non parts purchases

I am new to iiQ and am the Inventory Secretary for our school districts Maintenance Facility.  I enter invoice data information for All purchases our department makes.  (We previously came from School Dude/Asset Essentials) I know how to enter parts inventory but am searching for a way to enter any purchases (not a part) made for a work order ticket to be listed.  Besides just entering into the action notes field is there a way to set custom fields such as Invoice Date, Number, Cost, Vendor and Who Purchased to my ticket progress?  Anyone else have this available to them?

202
K
RickPummel
RickPummelObserver
posted in Tickets
Ability to filter on ticket subject

We could really use the ability to filter on ticket subjects, similar to the idea Allow Filter on Issue Description. The difference is the Subject field vs. the Issue Description. I feel both fields are really needed when filtering tickets.We often need to refer to resolved tickets from a long time ago. It is currently very difficult to find them. For example, we might be looking for every time we had to replace a projector bulb or for a specific time when computers were locking up, etc.Another way to handle this might be to allow filtering on a keyword anywhere in the ticket. I can see advantages to both (anywhere in the ticket vs. a specific field). This idea is similar to an older idea that got marked as a duplicate and added to an idea about searches that did not actually address the issue.

918
C
MPeters 48079a4 stjacademy
MPeters 48079a4 stjacademyObserver
asked in Tickets
Quick ticket or Ticket Template

I like the functionality of a Quick Ticket and would like to employ for students to use to request a new ID card. Our thinking is we’d have a kiosk type station where students could login at the IT Helpdesk. The problem I have is what I am looking for sits somewhere in between a Quick Ticket and a Ticket Template. I like the ticket template because it has pre-filled the explanation section. But with a Ticket template it’s not as straight forward (more clicks) to create the ticket. Using a Quick Ticket, it’s right on their dashboard but the explanation block is blank unlike the ticket template. The block can be left empty to create a ticket I just worry about confusion. Is there any way to bridge the gap between ticket templates and Quick tickets?

451
DDonaldson_iiQ
J
JAlspach 157bd05 shastacoeObserver
asked in Other
Ticket (or likely anything) filter with more options ("and", "or", etc...)

Is it possible to have more detailed ticket filters? I would love a view where I am either a follower, requestor or the agent on a ticket. Basically any ticket I am involved in.It seems in my somewhat limited testing, that the filters get AND’ed. I would like a view where any of them are true.What am I missing? Thanks! James

713
J
EEllison 317dc98 conroeisd
EEllison 317dc98 conroeisd
asked in Tickets
Help Needed: Simplifying Ticket Submission for Non-Classroom Staff & Un-Audited Campuses in Incident IQ

Hi Incident IQ Community,We’re currently rolling out Incident IQ for the full 2025–2026 school year and could really use some advice on handling ticket submission visibility—especially for users without assigned rooms.Here’s the situation: Some of our campuses have been fully audited, and classroom teachers are claiming their rooms and assets just fine. However, staff in front offices and other non-classroom roles (even on audited campuses) don’t claim rooms, so they don’t have devices tied to their accounts either. On un-audited campuses, no one has assigned assets yet, which makes things even more complicated. We’re actively working to complete audits for all campuses as soon as possible, but in the meantime, this issue is impacting many users. In both cases, these users go to submit a ticket under Devices & Hardware, and they’re shown the full list of model categories. It’s a long list, and we’re concerned it’s too confusing—especially for users who just want to report som

341
EStapf_iiQ

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

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