Ask the Community

I have created a view custom views that would better suit our workflow than the default view. Is there a way to set one of these custom views as the default when you first open the Tickets tab? I would like to enforce this view for all of my agents, but the most I have found is being able to share it with them, and they have to click on it each time they open the page.

Hi, We have created teams and categories and the ticket assignment has been automated based on the rules (categories to teams). Now our agent Leads want to view the agents in their team to keep it updated. We have multiple changes in agents and their assignment. We have created a Permission with Agent leads having Teams: View Team Listing Details (Screen attached), however we cannot find the way a agent could see teams. It does not seem to be available in Ticket view, Ticket Team view, or reports. Any advice on how to provide a selected group of agent leads access to the list of agents per team? 

Is it possible or how can I add a user fee to an entire grade? I like the bulk check in / check out. But was wondering  if the update will Iet me add a $20 user fee to each student at the beginning of each school year. I have been doing it one by one, each takes time.

My name is Chad Smith and I am the Technology Director for Cheatham County Schools in Ashland City TN. I have an agent who informed me that inventory information she inputs is "reverting back" and undoing her changes after she saves her work. We are relatively new to IIQ so an assist would be great. Thanks.

Just getting around to trying out the parts explorer.  I added a part now I need to adjust the price of the part.  Where is that field?

So we just verified an asset but we are confused with all of the different times being reported.The history shows when it was “updated” as 3:02 PM but then states it was verified at 9:02 PM and if we go into the asset info it says 8:02 PM. Can our instance timezone be set properly by us or do we just need to look at the first timeline date (in gray not blue)? Thanks  

I am the IIQ Administrator for my district and whenever I try to email support I get this message “IncidentIQ: Email with subject '*********' could not be parsed.” I just do not understand. 

When programing issues for a Model Category, the Issue Categories are alphabetical as shown below.However, when the list of Category options are presented to the ticket creator, they are not in alphabetical order as shown below.How is the order determined/adjusted?

For our staff and faculty groups the New Ticket button is not working.  I have checked permissions on the admin side and they have access to submit tickets.  The button that says new tickets in the left menu is gone and when you click the one on the right side of the screen under the tickets menu nothing happens.  PLEASE HELP 

In the Google Devices app we have Location Mappings set to map by both OU and Location Name.  My question is simply which takes precedence in the case that there is a conflict? For example let’s say we have a device with OU = A and Location Name = B.Our mappings indicate that:any device with OU = A, gets mapped to school A any device with Location Name = B, gets mapped to school BThis device fits both criteria, so how will this device be mapped?Thank you,

I don’t know if this needs to be an enhancement request or if this unexpected behavior of an existing feature.In the Site Options we have email notifications set up for when an app sync fails. The wording of that says, “Select users who should get notified when an app sync failure occurs that requires customer intervention (ie. expired credentials)”The problem is we DID have a sync fail, and it WAS because of expired credentials, but we never got any notification. I only found out because I happen to manually check it (the app we encountered this was the Mosyle Manager app. When I checked the Sync History on July 17th I saw the last manual sync I ran (on July 9th) but no other sync’s attempted, failed, or completed since then. When I clicked on General Settings there was a red-text notification next to our credentials saying there was an issue with them (I wish I had taken a screenshot of them for more detail, but I think it was the same notification as you’d receive if you just plain

Hi, I need your help. Is there a way to undelete deleted tickets? Some of our agents deleted a ticket by mistake. Please let us know. We appreciate the support!

Can the end user use the same password over and over? Is there a policy we can add to prevent this?

Has anyone set up an integration with Veracross SIS? In Veracross it looks like there is an API integration but the Veracross app in IncidentIQ makes it sound like its a CSV upload. Does anyone have any clarity on this?

Good afternoon, I am new to Incident IQ/Facilities We have been using it for about 5 weeks and I know we have only scratched the surface of its capabilities. How do you handle tickets for major projects and accounting of projects? Our last program, we created a ticket, scheduled all of the necessary crew members to it and then printed each a copy. THEN, each crew member, when purchasing or using materials for projects, would put the work order number on the receipt and turn it in. We in turn, would then add those costs to the work order. How do you do all of this in IQ? We do not have inventory in IQ, We don’t keep inventory and we do not have a lot of inventory in our shop. Our shop is more than 25 minutes from the furthest school and sometimes it is easier for our crew to just go buy an item, rather than putting away all of their tools and supplies, reloading their vans and driving back to our shop to turn around and go back to the school, unload tools & supplies, etc. Right now,

Is it possible to schedule when a ticket gets submitted for a custom date after creation? For example; we use a ticket template to track tasks for onboarding new hires. We often get an email about the new hires weeks or months before their start date, but the tasks only need to be done 1 week prior to the start date. So is there a way that I could create the ticket but schedule it to show up at a custom date? (Much like schedule sending an email)

Hi.  Is there an API for adding a comment to an existing ticket?  If so, is it documented here? I saw the actual IIQ front-end in the browser making this request when I added a comment, but I don’t think this is a documented request-type… fetch("https://site.incidentiq.com/api/v1.0/tickets/be...ticket-id...6568/activities/new", {  "headers": {    "accept": "application/json, text/plain, */*",    "client": "WebBrowser v1720220859093",    "content-type": "application/json",    "productid": "88df910c-91aa-e711-80c2-0004ffa00010",    "sec-ch-ua": "\"Not/A)Brand\";v=\"8\", \"Chromium\";v=\"126\", \"Google Chrome\";v=\"126\"",    "sec-ch-ua-mobile": "?0",    "sec-ch-ua-platform": "\"Windows\"",...    "Referrer-Policy": "strict-origin-when-cross-origin"  },  "body": "{\"TicketId\":\"be...ticket-id...6568\",\"ActivityItems\":[{\"$type\":\"Spark.Shared.Models.TicketActivityComment, Spark.Shared\",\"TicketActivityTypeId\":6,\"ByUserId\":\"4cacdb03-eb45-4e61-b51f-f3695e1ab3f7\",\"Comments\":\"&lt

I recently created a custom information field (see image) and added it to a ticket type, but the field is placed lower on the ticket submission page.  I’m wondering how I can get the information field placed above the “Describe your issue” box.  I’d appreciate any help you guys might be able to offer up.Thanks!Ray  

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