Ask the Community

Yesterday we turned on email forwarding in Office 365 to have requests for tech support directed to our tickets@[district Incident IQ domain] with hopes of finalizing our Email-to-Ticket workflow. The ticket is created successfully however, the requestor does not receive the confirmation email that their ticket has been submitted. In addition, tickets created via the web portal are no longer producing Notifications. Within our Site Options, we have enabled notifications for all related Notification categories. There aren’t any active rules in place outside of the rule to approve the creation of tickets for emails sent to our tickets@[district Incident IQ domain] email address.Is there another setting that needs to be addressed to resume the automatic emails? 

Realtime has informed us that we are not able to add parent/guardian information to our export to IIQ.  Has anyone who uses Realtime found a work around for this? Thanks!

in IIQ is there a setting so that I know when a ticket has been updated with notes from the end user? Something like a highlight or something that makes the ticket stand out so I know by just glancing that a ticket has been updated with notes? So far I have to go in the ticket to look to see if they provided notes that I requested. 

We have created a custome user view to show us newly enrolled students that do not have a device assigned. One of the filters we use to accomplish this is “SIS user staturs:Active” however I am running into a problem where SIS users with a status of “ToBeDeleted” are not being filtered out. Is there a way to make the “ToBeDeleted” status an option to be filtered out in the view filters? 

We are currently in onboarding, and things are 99% awesome. One thing I noticed however is we brought over many users that are Suspended within the Google Workspace environment. This makes them disabled in IIQ, so they are not searchable in IIQ. Additionally, when I imported assets via CSV, it skipped those users as owners because IIQ could not find those users. We think it’s important to at least start with a history of those users having owned those devices, even after they are disabled.This may be solved moving forward, as we start operating within IIQ, but I was hoping to be able to see these suspended users even if they are “no access.” Our school has people come and go yearly, so not seeing the user at all until we reactivate them in Google is not preferable.Is there a way to not “disable” a user in IIQ if they are suspended within Google Workspace?

I think I know the answer to this but in case I’m just missing it somehow, I’ll ask…Can I nest a folder of issues under another? I.e. “Other Requests” has a folder for “Employee user accounts”. Can I add another folder called “Microsoft 365” and one called “Google Workspace” and have two issues in each of those folders?

Good morning - Here’s some context: When you pull up the ‘assets’ tab, then click on ‘filter’ so you can filter the assets you’re looking up, it automatically pops up to a ‘recommended filters’ page. Is there a way to edit which filters are recommended for our organization? Many of these are not ones we filter by often, and there are some we use much more often, and would just be super handy to be able to have the ones we use often listed first instead of ones we don’t use.Thanks all!

Is it possbile to set an auto print from batch check out one the student field and device field is filled out?

We are wanting to let parents know that a device was issued to their child, we want to include device info from IIQ, etc.  We would like to associate the child to a contact in our SIS.  What are you doing?  

We are currently looking for a way to have our hiring manager enter all requirements from the technology department for new or leaving staff.Ideally they would be able to start a On or Off Boarding ticket with fill in, yes or no, drop down options that would generate a sub ticket based on the answer. (ie. if the new user needs a computer then they select yes, and a sub ticket is generated).We only have IIQ Ticketing. Is there a good tutorial that you might be able to direct me to, to accomplish this?

I am trying to find an easy way to track our costs. In this specific instance, I am looking to see how much we spent on toner, staples, waste toner, etc last fiscal year. All of that falls under a parts category of “Printer Consumables”. Is there a way to easily look to see how much was spent overall, while perhaps seeing a breakdown of total cost in that timeframe for different parts? Basically, I just want to get some basic overviews of how much we are spending on specific parts or part categories, what locations are costing us in that use, etc that I can see at a glance.  Any suggestions? Is this possible?  

Hello everyone - Curious if we are all experiencing the same issue; when creating tickets with subtasks, or adding users to a ticket, or basically doing anything that has to query a database - there are moderately long wait times. For example, when searching accounts to add as a follower - we click on the drop down and it takes 5+ seconds for the drop down to appear. Once the drop down appears, we go to search for a user and it takes another 5+ seconds for the user to appear in the list. Another example, we have actions to add subtasks to tickets - when applying the action, subtask creation can take over a minute and freezes the entire page. Our district has a very fast internet connection, so we know that is not the issue. Tried all different browsers, and issue persists.

Good morning,I see there is a way to set a minimum character limit on Barcode scanning. Is there a way to set a maximum character limit when you scan a barcode? Thank you!!

I have created a special user group for my organization for Asset Managers.  When using the website the users in the group have access to look at asset details, check in/out, view tickets and audit history, etc.  When one of those users logs into the IIQ mobile app (android, don’t have an Iphone to test) and scans an asset the only option available is to submit a ticket.  I would like for the users to have the same permissions for the mobile app as the website, does anyone have a fix for this?  I’m not sure if maybe it’s just something simple I’m missing.  

We are making a ticket for staff to sign up for and request equipment when they use a public space. By default, the ticket requests a room number. Is there a way to remove this requirement for a specific ticket? I am not worried at the start for having a valid room number as we can just manually add it in later if needed. I just don’t want having a room number being required, for this specific ticket but I want it to remain required for other tickets.  Thanks.    

We seem to be missing our last year worth of data of tickets from both Ticketing and Facilities, we have opened a ticket but wanted to see if anyone else has run into this or potential fixes. 

I am trying to create a Knowledge Base article but my embedded link shows up broken. What am I doing wrong? 

I feel like this might be a stupid question, but what approach do people take to adding new models so that they can be properly imported into iiQ and mapped to owners, etc.?I’ve run into the issue where we are trying to better fill out our inventory of devices where we are using Mosyle (Apple MDM). Devices get pulled in there, but then since its a model we haven’t been using I have to go in, create and add the model to the iiQ library, go back to the Mosyle Manager app and map it, then re-run the import to have the asset properly matched. This isn’t the end of the world, but I feel like this could be done more automagically?I understand with models there are literally millions of different ones, but with Apple at least they tend to have a fairly constrained lineup all things considered for mapping assets across platforms. Just wondering what’s the best way to tackle this going forward.

Hello,School District user. I am curious how others are using tags in tickets, and for what purpose? I am aware of creating them, applying them, using them in rules, but just not sure how it would benefit me to be using them. Any use cases would be greatly appreciated.Thanks you.

I was looking through our site options and noticed that there are two new site options. I looked through the knowledgebase and it does not show these options. What do these do exactly? Enable advanced asset management features Enable Add Tickets To Problem Ticket

I like to use the Global Search as a Knowledge Base to see if there are resolutions related to a certain software or topic. When I do this, the tickets that come back are not listed with the most current on top. Is there a way to make this happen?

Hi everyone -- Searched the forum and Incident IQ itself, and I don’t think this is possible, but:There’s a specific app -- let’s call it Bubba -- that everyone thinks that issues for it should go in Incident IQ for the district. Trouble is, they shouldn’t -- there’s a specific different process that needs to be followed for Bubba. At first the strategy was to just remove Bubba as an issue category option from Incident IQ, but then staff members still put in tickets for Bubba anyway under different, tangentially related categories. Our new idea was to create an issue category for Bubba...but instead of leading to the general “creating a ticket” page, leading to an information page that said something like “For Bubba tickets, contact Joan in HR at x5555”. Is there any way to do something like that? I considered trying to get rid of all the fields on the Bubba ticket page to make kind of fake information page, but since I see there’s no way to get rid of the

It seems this update has wiped out our permissions.  I was an IIQ administrator and all my permissions were removed.  We have people on our facilities side that can’t even login anymore.  Anyone else notice this?  You might want to check your permissions.  

There are a lot of rules...is there a way to set the compact view on Rules to be the default? 

Is it possible to have a default answer on a custom field? So that it automatically displays that answer unless the ticket submitter changes it?We are using a ticket for mandated daily door sweeps - where a campus staff member is required to check and note the status of every door. There are 20-100 doors per campus, so it would be incredibly convenient for those to show that the door is properly functioning, except on the rare cases that it isn’t.Open to any and all ideas to make this easier for our campus staff!