Ask the Community

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!

Is there a way to set up a notification or rule in IIQ to alert us if a user already has an open ticket when entering a new one? We're facing issues with duplicate tickets due to multiple agents unknowingly creating them

We are working to get Staff/Parents to make better choices on Issue Types when inputting tickets.But, we often have to change the Issue Type on a Ticket thas has already been Created (most of our autoreply Rules run on Created to send back helpful tips/docs).That strategy only works on the Created.  So if we need to update the Issue Type and we want the rule to send better autoreply Rule email helpful tips/docs… how do we do that?It seems the Updated type of Rule will fire back the autoreply EVERY time anybody updates the ticket.Is there a way to say ONLY process a Rule when the Issue Type is Updated?

When trying to log onto the app on my Samsung phone, it will not let me.  SSO doesn't work. Neither does typing my credentials in manually. 

I’m trying to create an alternative to using the Site Option Require Issue to be Confirmed because for many of our tickets, it isn’t necessary and adds an extra step for those Agents who wouldn’t benefit from it.So, my question is, can you create a custom field that is required, but not visible to requestor? Essentially it would only show up for Agents working the ticket, like the Site Option does.My tests suggest this isn’t possible, but I wanted to confirm with the experts.

Hi,Is there any way to pull LocknCharge tower bays status using the IIQ API? 

Is there a way to bulk restore devices?I performed an upload from a file that had different model names in it with the same asset tag and it created new devices with the same Asset tag and deleted the original devices.  I can search on a deleted device and see a ticket for that device.  I can click on the device in the ticket and there is an option to restore.

Attempting to create a rule that pulls devices in a spare pool that are assigned to a user, but it appears to be picking up assets that are unassigned.I have the filters as follows  When I enable the rule it tells me it will effect 16 assets, however all of the assets in the spare pool are currently unassigned. Is there a way to tell what 16 assets it is picking up?

Can I have a custom field appear based on the agent assigned ?  The custom field would only be visible to the agent.  For example a toggle asking if the ticket required an on site solution.  Then a custom view could be made to show all the tickets that required the tech to be on site.

This just started happening recently. I have logged out and cleared cache but it didn’t resolve the issue. The view counter does not match the tab counter. If I do a full screen refresh it will work but it used to refresh automatically after resolving a ticket and returning to the view.   

How do you create a new action?

When creating a new view for parts list, there is a column view called “Qty Available at Location.” However, I cannot see the part quantity for different locations. Even if I add the location filter it still does not show quantity by location. Is there something I am missing? Thanks!

Is there an option to prevent checkout of Assets to Guardians or User roles?    We have many Staff that are employees and Guardians and when doing checkout, we mistakenly assign ownership to the Guardian account instead of the Staff account.  We can resolve and have a view, but it would be nice to not make the mistake in the first place.  I looked in Policy or Permissions, but not finding a setting.  Thanks

I am attempting to set up our facilities agents to be able to customize their dashboard just like we in the IT ticketing can change the look of our dashboard. I am not finding anywhere to give them the permissions for this. Any help would be great!Thanks.

We do not have ours barcoded or in IIQ, but we do charge a fee when it is not returned. So, when a student returns a device without the charger, check-in/out agents have to manually apply the fee (from the check-in screen) but then have to manually remove it from the user if it is returned.Is there a better way? I would love to hear other ideas and processes.

We have a fee created for Device Insurance for each school year.  We don’t apply it to every student because it is optional.  I’m trying to find a way to pull a report of who has paid that insurance.  I can’t find a way to filter our student list based off that payment option.

Hi there,My name is Alisa McCarthy @AMccarthy 57dc03 wcsdtech, Secretary at Washingtonville CSD and am new to iiQ and will be asking questions as I’m learning to utilize the system.  My first question is: How to print a single event that already took place?  I’m looking for the information to contain the date and time of the event, in addition to the name of the organization, the contact person,the address, phone number, etc.