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in ticketing rules  -  ‘set requestor for’ by custom field.  we have functionality for this  ASAP.  It seems to be an oversight in the options listed

I am looking for some ideas on viewing subtickets in the mobile app. I love subtickets for my techs who are generally on a computer, but testing in the app for the first time has brought up a few bumps.We are planning to launch a subticket for a door repair when a daily door sweep ticket indicates that a door is in need of maintenance (through a custom field). A campus staff member checks every door and we keep that ticket as documentation (a state requirement); then if a door is broken we auto-launch the subticket rather than have the user do double work. However, I can’t figure out how the technician can easily access the information on the parent ticket when using the app. We will currently just have them search the ticket number immediately preceding the subticket number, but I know this hive mind has ideas!Am I missing a way to access the parent ticket through the subticket on the mobile app? Is there a way to transfer certain information from the pa

I have looked in the app integrations on my instance and there is no rschooltoday app to setup for integration. Is rschooltoday no longer supported?

Hello, I’m looking to create a view with filters that exclude a device with a specific ticket name.  I can’t find out how to filter in that way. Why? Our summer workflow is to open a ticket for a device (using a template) as we update or reimage it.  I’m trying to run a report on which devices we have left to do, as I’m sure some got left in a drawer and the like. Any suggestions are greatly appreciated! Thanks,Alexander 

I’m looking to do a mass check-in of devices in order to start fresh this school year.  I do not want to scan each device individually, nor click a button after scanning a device. We assigned devices last year based on who logged in. I’d like to mass check-in all student devices, so we can again assign based on who logged in. Is there a way to do this?

Can you not create a subticket in the rules engine in Facilities? I have successfully used subtickets in Ticketing often, but have hit a brick wall in Facilities. “Create a ticket” is listed as an action, but not a subticket option. This is strange as in other ways the rules engine has seemed identical between the products. The KB guide doesn’t address either product specifically, as always focusing on Ticketing. Is this a bug, or working as designed?

We’re trying to set emails to all our iiQ Administrators when a ticket is created, no matter who creates the ticket or who it’s assigned to.  We’ve tried personal settings with no luck.  Any ideas?

Question first:Is there a limit to how many mappings can I have in “OrgUnitPath Translation Map” within Google Devices Sync? I currently have roughly 250 mappings, I need to add about 200 more. If I add them will it slow down or limit out API write back to Google? Feature request:I have 50 schools, so the same mapping I have to write 50 rules. Any plans on adding either Regex logic into filters, where I could have a master lookup table with my schools (names or numbers) and then have the mapping filters reference the master lookup.Example: SchoolName School# Bates Elementary 100 Mountain High 200  The filter would be:“SchoolName” (as a dynamic variable) and OU assignment would be /schools/School#/students

We are having an issue all of a sudden where all of our options under Admin are gone.

Tickets are not loading and can’t create an IIQ support ticket.

Incident IQ won’t allow me to create a new ticket. It shows this screen infinitely. I am running Windows 10, and have tried it on Chrome, Firefox, and Edge. I have also restarted my computer.  

I didn’t see it but is there a way to create a rule so a fine/fee is automatically added to the ticket when it’s created?  If not I think this would be a good idea

Does anyone have any suggestions or solutions they are using for creating support tickets for events with multiple locations?  The issue we have is that if an event requires custodial services I can create a ticket and set the location to the event’s primary location, but if there is a secondary location (such as another school in the case where an event may be using fields at 2 buildings) I haven’t found a way to create a ticket for the secondary location since that will be handled by different staff.  I don’t believe this will be a common occurrence, but the question was asked.

We have it set up that when we forward an email from our Help Desk email, a ticket is created. Changing the Requestor (submitted by person) is being done manually from Help Desk to the employee.Is there a way for the Requestor (submitted by person) to be auto assigned if the employee’s email is always the 1st line of the email being forwarded, example: From: John Doe <john.doe@myschool.org> would always be the 1st line? This would prevent us from manually having to go in and change the requestor and our rules should auto-assign the ticket to the correct team to work the ticket. We are a large district and are about to get inundated with emails for the start of school. This would help out tremendously.

Wondering if there is a way that I could be able to search a name of a student and then it gives me all the devices that they used in the past.  The only thing that I see that is somewhat relevant to this is the devices that were synced but that doesn't really answer the question that well. 

Anyway to do a report sorting assets by last check out date?

I am attempting to create a report of the assigned rooms for my staff and I’m not finding “assigned room” as one of the options to select in the view. Am I missing something?

Hi,I am trying to get a ticket created when a form is submitted via “Submit Form” or the public URL. I created the rule from the Form Submission Auto Generate a Ticket KB and a ticket template but I think my template is wrong.If I add the issue category that has the form, a draft form is added to the ticket instead of the one submitted.If I don’t have an issue category, a ticket is not created.What am I missing?Thanks

Hi.  Is there an API to find an existing ticket based on its ticket number rather than its GUID? This API requires the GUID: https://incidentiq.stoplight.io/docs/v1/fac7a730d6815-get-a-ticket

We have an alternative program that has an employee that will be opening tickets on behalf of students with issues with their iPad. I need to create a rule that will assign the tickets to a specific team whenever this employee submits a ticket for a students iPad.The problem I’m having is finding a filter that will pickup the submitted by. The requestor filter is looking at the “on behalf of”.I cannot use the students location because it is there home school, not the alternative program.

We have bulk tickets that need to be created monthly. Is there a way to bulk create tickets using a csv file?

Hello,In our IIQ setup, we have a default location set for devices in Intune.  The majority of our Intune devices are assigned devices to teachers with them as the owner of those devices.  However, we have a default location set to a generic location (we call Catch-All) so when devices are returned and on the shelf, or are imported before distribution, they are placed here until they get assigned.However, this causes some issues for our student computer labs where these devices do not have owners.  If I assign these a manual location, they are changed back to the Catch-All location the following day when the sync runs, which we don’t want.  Is there a way to exempt these computers from being moved back to the default location each day?

We provide day loaners for chromebooks when students forget theirs, but want a way to disable the spare when it’s not returned by end of day.  It was suggested I create a spare pool specifically for this which I have done and now want to test.  It is named TL Chromebook Day Loaners and I put four spares in it to test.  I create the below rule for assets to disable the device in the pool if it has a owner since it would be checked out to someone.  so far nothing.  Any thoughts and help would be greatly appreciated. 

Can you delete a follower?

In our environment we currently have devices named by what building they are part of in SCCM. For example WUES-12337. In the sync executable for SCCM how can we grab the “WUES” or even “WUES-” portion of the string and set it as the location data for the import from SCCM? Thank you!