Ask the Community

Is there a way to create a view that filters only “Urgent” tickets?

Due to tight budgets and a slow rollover of devices to maximize our remaining AppleCare term we’ve needed to temporarily remove a number of devices from JAMF until such time as they’re put back in service.  Essentially replacing broken devices through the year then final swap next summer. But this has broken our JAMF sync.  So is there an easy way to remove the JAMF sync from those select devices temporarily until they re-appear in JAMF?    They’re not retired, they’re in storage…Or a way to get IIQ to ignore a larger number of Sync errors?  

We are trying to make a rule for when a new student or new staff is created in Incident IQ. Our SIS syncs with iIQ and the new “user” is created. I have made the ticket templates for the rule trigger; however, I don’t have a unique qualifier for the user except for the school id or email domain. There is no way to use a wildcard for these fields. Additionally, there is currently no Email filter, only the personal email filter. We cannot use the Role field as every user created in iIQ is entered through the sync as Student role.How can I get my 2 rules to work? Or is there an idea that I can upvote and will have to wait for the improvement to get my rules to trigger?

Our IIQ admin and I would like to receive email updates from iiQ when things change on the site, that are not necessarily new features. For example, if something is not working properly on the site for a period of time, iiQ administrators should be notified that that’s not working properly, so they don’t think they made a change by accident, or are left wondering what’s going on. The same goes for when something is changed in the back-end or updated, and we are unsure of why something changed, or the fact that now we must be aware of the  change. One example of this is that currently, the ‘room assets’ are not populating. I thought it was something we changed on our end, but it’s an issue on iiQ’s side. It would be very helpful if we just received a brief notification whenever something is changed or down. This would really feel more communicative. Thank you. 

I have a User filter to find out which students have multiple devices assigned to them, but I want to exclude any students who have a spare as their 2nd device.  This will help us ensure that students turn in any devices they shouldn’t have.I looked searched for a solution or idea, but couldn’t find one.  Anyone have a solution? Thanks,Amy

Forgive me, I am new to administering IncidentIQ and I have a concern that may be hard to follow with my explanation below:We have had a few instances where we have user data getting mixed. For example, say we have a teacher named Jane Deer. Her account, which includes her assets and previous tickets, has somehow gotten transferred to a student named Jane Fox. Meanwhile, when Jane Deer now logs in to IncidentIQ, it pulls up the account for student Jane Rabbit. When looking at the information from the account of Jane Rabbit, it has somehow gotten the username for Jane Deer. I understand this is why it is logging Jane Deer in as Jane Rabbit. What I don’t understand is why this happened in the first place. Or why it progresses down a line of people with the same first name mixing their data. I can see no similarities between any data in Google SSO or Powerschool for any of these users besides the first name.How are users matched inside IncidentIQ? We sync Powerscho

Is it possible to remove the approval workflow from a ticket after changing the ticket type?  

Hello, we are having an issue with syncing from Incident iiQ to Google Admin. If we move a Chromebook cart into a testing bucket in Google Admin. The following day Incident iiQ somehow will move Cart back to the original bucket in Google Admin. We needed to turn off Sync in Incident iiQ. Even if we move cart out of the room number in Incident iiQ it will revert back to the original bucket in Google. This will cause an issue when students will be testing and need to move Chromebooks to testing.

I’m experimenting with using the rules engine to replace the standard ticket email notification functionality of IIQ. My goal is to support email threading/conversations for ticket update notifications, rather than use IIQ’s approach of dispatching separate emails for the same ticket. This is working well for the most part. However it seems that Incident IQ is sometimes triggering the update rule and firing the “send email alert to user” action before the changes have actually been saved. Is this a known bug? For example: I’ll change the status of the ticket and the email dispatches to all recipients as expected, but the ticket summary fields and comments in the email body don’t reflect the updates which triggered this in the first place. A subsequent update or comment will trigger another email which generally does end up showing the previous changes. In this example:I reply to a ticket with “test reply on behalf of

Is there a way to force an automatic audit verification cycle? My issue is that there are times when I’m asked to pull a report & everything is listed as “Pending”. I can’t really pull the most recent status pre-Pending. Can I?

Is there a way to adjust the font size on the dashboard?  Until recently it was fine but it looks like its about 8pt now which is pretty small with the amount of information on the screen.   Edit*Issue resolved, it was a local issue on the computer and not an iiq setting.

We added in another department and made 4 developers as agents in IIQ.   They can not change the “on behalf of” when a ticket is submitted for the wrong person.   I can not find where to change this to allow these 4 to change that field.   Any help?   Thanks in advance!   

Reviewed software tickets should be viewable by all staff members. This prevents users from requesting the same application that has already been approved. Is it possible to open the tickets under this category out to all logged in staff members and or make a public read-only view?

It looks like assets assigned to users aren’t showing up in the user’s profile page.  I noticed this today (Monday, 09/16/2024), however some of my staff told me they noticed it last week with a few people.

I have found that any hyperlink I add in my comments is broken and does not open in the email that the recipient or myself receive.  In general the email format is hard to follow with “>” this symbol all over the place.  Is there a way to fix this?

When I go to assign a ticket and search for a person, is there a way I can configure IIQ to only show agents and administrators instead of clicking the drop box menu every time?

Morning,I have both “Open Tickets by Agent” and “Open Tickets by Team” with counts.   It shows it in numerical order with a total count of tickets.  However, I can not figure out how to get that same type of view for other filters/views.  Maybe I am missing a step?  I am looking in particular for “Stale Tickets by ---”  Any help would be appreciated, thanks!

Is there a specific permission that will allow non Agents and Admins to see comments and actions that are marked as Not Visible to Requestor? We had one recently that one of our faculty was able to see and we would like to prevent that from happening again.

Is there a way to add an audible notification if a new ticket comes in and an agent has Incident IQ open in another tab? Often, we have IIQ open in another tab, but we do not see tickets coming in other than manually looking. I’m aware there is a way to add an email notification, which I have set up for facilities, but for our technology team, I would rather not.Thank you! Chris

I am working on adding an events calendar to our School website with IIQ. I have some knowledge in html and css but not as much in javascript/scripting. I am trying to manipulate the script so that when it shows on the website it doesn’t have the “Location/Room” in it. Is this even possible?

Hi all.  My name is Vicky Ivans and I am new to IQ.  In our previous system, I was able to keep a report for each school year that showed the total tickets created by month and by location (building).  I have figured out how to use the views to export and create reports, but I was hoping not to dump the entire database of tickets to create this new report.  Does anyone have any helpful hints?Thanks for the assistance

I think I might be missing something simple. How can the person who requested the ticket(ticket owner) see which agent is assigned to their ticket? In the Staff/Faculty view below, the "Your contact is" field is blank. The ticket requestor can only know who is assigned to the ticket through the ticket activity once the agent adds an action. I've looked through permissions and site settings but found nothing related to this issue. 

We have iPads that were inadvertently imported twice as assets. We have deleted one of the listings but the deleted asset is restored because the iPad is tied to Jamf. Is there a way to permanently delete a duplicate asset to eliminate this problem.