Ask the Community

Hi,I would like to know if our district’s iiQ login page can be customized to post a help desk phone number or a link to our “How To Log In” document to guide our parent users in the district in using this system. Thank you.   

IIQ seems to randomly deprovision devices in Google which deletes them in IIQ but they are still valid.  Has anyone else experienced this?

I need to add labels to several new Chromebooks. Can I print multiple labels at once?

I’m am starting to think I’ve been using this feature incorrectly and would appreciate some input.   When a ticket is created, say a chromebook has a broken screen, my typical process is to open the ticket, and click the “Exchange” button to the right near the affected asset.   A window pops up,  I scan the barcode of the new chromebook and update the status of the broken one to “broken”.   Thus completing the exchange for the student.   The ticket updates with the exchange as the performed action and I can resolve/close the ticket.    The issue that I am now realizing is that the ticket for the broken screen is not attached/linked to the chromebook that is actually broken.  Its attached to the history of the new device - which is obviously not broken.    Being able to view the ticket history of any device is a huge advantage.   It seems as though any report I run for the end of the year will be wrong and this entire year’s worth of device tickets are probably attached to the wrong dev

Hello,I’d like to know how to get Event details in tickets sent to Facilities and IT.  Currently, the ticket templates that are created via a rule that triggers on approval, contain no data. Looking at the FAQs, a post titled “How can I view Event Details in Tickets on the iiQ Mobile App?” indicates that tickets sent to Facilities and IT should contain event details. I also see other posts requesting to not forward the custom fields to these tickets. So, I assume this can be done, but I have no idea how. I do not see an KB articles for this, unless I missed it. Can someone please assist?

I am new to Incident IQ.  I just made 3 new Administration Locations.  I wanted to add rules to these locations like I did for my other locations but the new locations are not appearing.  What did I do wrong?

I’m currently using a new scanner for rapid scan and after some searching around, i found there is an option to adjust the barcode scanner options, but i do not know what are the parameters and i do not see any options to adjust this or to help me understand how to adjust this on the community page or website.

So first time coming across this question and not sure if its a setting, rules/role or just this is the way.   I added a coworker from another department as a follower on a ticket.   She needs to see the details of the ticket but when clicking on the ticket, she only has the option to leave a comment but can’t see the details.   Is this normal or is there some setting I am missing?   Thanks in advance! 

Is it possible to merge locally created HR forms with the W4 pre-prepared template? 

Hello there - I’m wondering if the function exists to make an existing, unrelated ticket into a sub-ticket on an existing parent ticket? Similar to how you can move these relationships around in the Jira software. If this isn’t possible, can we request this be added as a new feature? Thank you!

Ever since the new update, when attempting to search for an agent in the Assigned Agent part of the ticket, everyone in the system, even those that are not agents are showing in the search. Is there a way to fix this for only agents to show?

At our district, we have a location that hosts multiple “schools”. We currently have two charters working out of the district facility and using some district equipment, such as desktops and projectors. Their students exist in a weird “in-district but not actually in-district” state, and to make this even more confusing, we have a classroom of in-district students that is staffed by one of the charters. To better organize where the students are located, we’ve created multiple “schools” in our SIS platform that sync into iiQ. The issue arises when tickets at these sites come in, as different staff put in their tickets from each “school” and devices that are located at the facility get divided between the different “schools” and move around constantly. I would prefer to have one large group, such as a “Campus” that can house all of the devices and any tickets submitted from any “School” within it will be part of this group, while maintaining the SIS sync to each “School”. I understand th

I need to place my one-roster files on the Incident IQ SFTP server.  My SIS, eSchool, needs the the following SFTP credentials in order to post the data: Host (URL)PortUser NamePassword 

Is there a way in IIQ to set due dates for assets, automatic fines for overdue tech, etc?We are looking to switch over to IIQ this summer for asset management and circulation. The problem is that I don’t see a way to add a due date for an asset when it’s checked out.For example, we have laptops and chargers to check out for the day when a student forgets theirs, and currently that item will be automatically marked overdue if not returned at the end of the day and a fine will be applied. Another example is class-specific technology, like iPads and Apple Pencils for art classes, which are checked out to the student and then due at the end of the semester when the class is done. Can this be set up in IIQ? 

When a user create device ticket, their Favorite Assets automatically show up at the top of the list and they can click it to create a ticket. Making a device a Favorite seems to be a manual process performed by the user.We want all devices the user is an Owner of and all devices in the Room the user is associated with to show up as favorites.Can this be done with a rule?  

Does anyone know what permission controls Select ALL Items button on the right? Only my iiq admins can see that button and not my Agents currently 

Help me.  I don’t understand the purpose of the Exchange function for exchanging assets in a ticket.The ticket is submitted because of a problem with the original device…it is decided that swapping out the device is the best option.  The new device works fine (obviously), but the old device still has the problem.  Why would the old device with the problem be removed from the ticket? This makes it look like the new device is the one with the problem when, in face, the new device was the solution.  Wouldn’t it be better to keep the old device attached to the ticket?I’m just trying to understand the purpose and use case for the “Exchange” button, and how it differs functionally from the “Change” button Thanks.

Is there a way to create a ticket from the API? I have summer collection coming soon and need a way to allow my "first check" system to email parents damage reports and to make a workorder/ticket in Incident IQ. Is there an example of creating a ticket via the API?

I have a need to create Users via a programatic API method.I’m checking the documentation, but I don’t see anything about User creation in the API.Is this correct?  Is there a way? 

How long is asset timeline history retained? Is it Indefinitely?  Are there ways to adjust this? (1 year, 2 years, etc..)

Is there not a way to bulk edit ticket locations? Have a service account that generated tickets. Have adjusted rule to set location going forward but want the current active tickets (~40-50) to be fixed also.

Hi, I am am IIQ Administrator in our newly Launched IIQ Ticket system. I am not receiving any notification emails even through all notifications are turned on in my settings. Also, my emails are bouncing in the ticket threads as I process a ticket. Here is the error.Oct 12, 2023 10:12 AM -- Email bounced. Type: Permanent, Sub-type: OnAccountSuppressionList [ ReportingMTA: dns; amazonses.com, Details: Amazon SES did not send the message to this address because it is on the suppression list for your account. For more information about removing addresses from the suppression list, see the Amazon SES Developer Guide at https://docs.aws.amazon.com/ses/latest/DeveloperGuide/sending-email-suppression-list.html ]Thanks for any suggestions you may have!

Is there a way to pin a comment in the timeline to appear at the top? Context: There is a date typo in the ticket text that can’t be edited. I wanted to let the team working on it know that the date is wrong, but not get lost at the bottom of the timeline as the subtasks and actions are completed. I thought if I could pin the comment at the top that would help.I thought it could also be an action, but I think it would have the same problem.Any help is appreciated.

I am going to experiment with this today, but I wanted to ask if anyone else had tried experimenting with getting users “assigned” to multiple locations inside of IIQ. It would be mainly for end users being able to submit a ticket at each of their assigned sites, but being able to choose which one they’re having the issue at. For example, our school nurses float between 2-3 sites each, but they only have their single primary site. We have just set up a new work flow in our account automation to add these users with multiple sites into the corresponding site Google Groups. I was thinking if I sync users in by those groups, it may allow me to give them access to the sites without having to do it manually, but not sure.Is it even possible to use the permissions for “users assigned location” for multiple locations? If anyone has tried, let me know please.