Ask the Community

I added a custom field for assets that has the MAC address. Is there no way to access this value when creating a rule that involves a webhook?

Hello there, is there a way to bulk import Models into IIQ? 

Is there a way to see if someone else is viewing a ticket the same time I am?It would be great if I could tell if someone else is in a ticket, so I can move on to another or collaborate.Is there a way to tell?  

Is there a way to see a “top ten” of who has submitted the most tickets. We are trying to identify the staff that need more support and the issues they are having to better train them.

Does anyone know if the batch unlinking process is not working properly? I have carts listed as assets in our system. I have linked all the chromebook assets to each cart they are assigned to. We are deploying new chromebooks so I want to unlink the old chromebook assets from the carts. When I select them all and choose Unlink from asset it only will only unlink 1 or 2 and not the whole list that I have selected. I have had to run the batch unlink process multiple times to get all assets unlinked from the cart. It was faster to choose each asset and click the unlink button next to it when all was said and done. 

Currently we have a few google forms that once an entry is made in the form, a script sends an email to helpdesk.  However the format of that email is difficult to read.  Do you have any recommendations on how this could be improved? Is there a configuration setting for emails coming in that could change?Thanks for your help

Hello Community, I am wondering if anyone here has come up with a solution for reserving meeting space or things such as a district vehicle.  I have started with custom fields and some embedded HTML to get required information in the ticket, but I feel that there is likely someone else that has already dealt with this type of request.  Any help would be greatly appreciated! 

We're looking at integrating our Blackbaud SIS data to IIQ using the CSV One Roster sync for the first time, primarily for linking students to parents for damage notifications/billing, etc.One big concern is the visibility of class data (teacher/section assignments) for parents and students. Over the summer, we hide that information from parents/students in our SIS. If we sync with IIQ, will that information be visible to parents/students? Both parents and students currently have logins and can submit tickets in IIQ.Is there a way to ensure rosters/teacher assignments are hidden from parents/students during the summer? Or, is there a way through the One Roster sync interface to ONLY sync parents/student user information during the summer? Could I just delete the class files from the ZIP, or would that generate an error?Thanks for any advice!

Hi. Sorry, I meant “Requested by” in the title.Has anyone found a way (I now there are some fancy coding people in here) in the rules engine to change the “Requested by” to the same person as the “Requested for”? Our teachers submit tickets on behalf of students, but then they are receiving all the emails from the tickets; messages, actions, fees, etc. Is there any fancy code I could put in the “Select or search for a user” that would do this? Thank you for any help. 

I've been reflecting on our maintenance and repair processes for our 1:1 Chromebooks, and I'm looking for ways to optimize our device management. Specifically, I'd like to create a view to track the top-repaired devices by model to identify those that require frequent maintenance and consider removing them from circulation.I've noticed that some devices have accumulated a substantial amount of repair costs, exceeding the original device cost. For instance, I've seen devices with $300 in repairs, yet the original device only cost $274. I'm concerned about the potential wasted resources and would like to explore strategies to better manage our device inventory.What approaches or tools do you use to track and manage your device maintenance and repair costs? Any insights or suggestions would be appreciated. 

Are there event details data points that can be included in the “Send email alert to user” as part of rules like there are for tickets?  I’m trying to setup a rule to email our security admin if there are going to be more than 200 attendees at an event.  However, to be useful, it has to include the event details such as event name, location, and date.

Batch Check in - is there a way to have it auto run instead of selecting enter

We have issues with duplicate tickets.  Most of our tickets come in through email so we may have 2 or 3 different users ask if we can provide a certain user with some equipment for instance.  Is there a way to search the tickets subject and comments for a name?  I know for instance I had the name of the person in the subject of my ticket I created for the issue and the best way I could find it is to search my email for the name of the person and then look at the IIQ ticket number.  This of course doesn’t help me with the other tickets in the system that were input for the same issue.

I’m a visual leaner and I love watching videos. I don’t mind the how-to guides but I like to watch what I’m learning in action. I don’t want to read every one’s comments if I don’t know what I’m supposed to do! Are there full videos of how to for Importing Parts and Inventory? I want to watch a video first to see how I can apply it to my job. Is there a web page with only videos? I went on YouTube but the videos are only a minute or two minutes long. I started the academy program for new employee but I don’t like the short videos and then read then a video and so forth. I’ve been working in my position for a month now and I have a lot to learn for IIQ. Also, If you make a a section for new employees basics. All the information provided is good but overwhelming! 

Create tickets is broken currently. Cannot create support tickets or mobile tickets either. Just sits on starting ticket.   

Are guests able to create their own organization?  Is it on the admins to create the hundreds of organizations and upload all of the insurance and contact info?

Where can you see subtasks on the iiQ app?  I am not sure if I am missing a setting or what, but tickets that I can see subtasks on the web I am not able to see them on the iiQ app.  It is VERY important for our agents to be able to see their subtasks for tickets as some tickets have 30-50 tasks to do for preventative maintenance.  Please helpThank youTeara 

I am adding Maps to IIQ.  They were all created as PDFs, so I am saving them as PNG files. I’m trying to see if there is a way to actually print the Map from the left Maps margin.  Is this something that is available to the end user?

I see the Timeline information on the device pages, which will tell me how often that device changed hands.What I am looking for is the same kind of information at the user level.  I want to be able to pull up StudentA and see his history of device assignments (check-ins, check-outs, exchanges, etc...)There may be an easy way to do this already, and I am just missing it.Your help is appreciated.

I have a question regarding notifications.  When an Agent gets assigned to a ticket, by default is that supposed to trigger an email notification to the ticket owner, or does the email only get sent when the ticket is started?

Are you able to add followers to a ticket while you are using the Mobile App? I have looked, but I can not see a way that is possible. Thank you.

We are hoping to streamline things for our teachers when making new tickets by having all the equipment in their room show up in the My Favorites / Assets: section when creating a new ticket. Before we got too crazy I wanted to test this with myself and someone can let me know if I’m doing something wrong. I created the Model of projector we use and chose the asset type as facilities so it would not ask for an owner, just a location. I created a new asset and selected the model I just made, and chose GHS Room 101 as the location for the device. I assigned my room as GHS Room 101. I created a new ticket and the only thing that shows up under My Assets is my Surface. I created a new asset for GIS Room 102 and assigned it to that room, I then had the teacher in that classroom create a new ticket, and still nothing shows up under the My Assets section.Am I missing something? Or is what we want not possible?

Is there a way to change an asset’s storage location without having to go to the asset and editing it?I have multiple devices whose storage locations need to be changed.

Our Apple devices are managed in Mosyle and the assigned user name was being fed to the Owner field in Incident IQ until just recently. I notice that on June 10, 282 devices were updated which I believe was the removal of the assigned owner in the owner field. Any updates or suggestions on how to fix or address this? At this point in iiQ I can’t tell who is using which device. I have a help desk ticket submitted but have not heard anything since I submitted it yesterday. Thank you for any input, 

IMO, there are a number of premium apps that should not be paid and should be part of the general system. Policy Manager Support SchedulerEnhanced Approval Workflows These are things that are handled internally to iiQ and entirely by iiQ. I see no reason that this should be an additional charge and just seems like nickel and diming to me.  Now there are some that make sense for additional charges as it involves 3rd party things like password assistant, payment processing and lockncharge. I just don’t see why something that directly ties into existing systems that’s entirely handled by the same company should be additional charges.