Ask the Community

Good Morning,Our district is currently working on submitting tickets in bulk using created ticket templates. Our intention was to submit tickets for assets that have associated owners, in order to have the owner of the assets captured as the requestor field. Since Ticket Templates default to the Ticket Submitter for requestor, and the ‘Requested by’ and ‘Requested for’ actions require specific users to be filled in, we are looking for a way to map other fields to the Requested for / Requested By field.Are there any solutions that could accommodate this? Our intention is to be able to utilize fee tracking with these tickets, which requires the tickets be ‘on the behalf of’ the associated asset’s owner.Thank you in advance! 

My predecessor made it to where there are a few specific people who are not required to add an action to a ticket before closing it.  I have been asked to duplicate this to a couple of new hires, but I cannot find where it is done.

We have configured our chrome devices to follow the student for 7-12. They move schools (within in the district, the chromebook moves to the new OU.We have an OU for our specific devices that should never move no matter which student or staff is signed in.  How do we exclude the OU?

We have our senior chromebook collection day coming up and just wanted to know what would be the difference between using the Check in/out versus the Batch check in/out.  We don’t need any rules to fire off when checking them in just having the ownership set to unassigned which I know both options do.  Thank you.

Can you create a KB within your environment for your team, with vendor support information, quick fixes and guides?

When I click on the drop down menu and click on “attach form”, there are no options for me to be able to select a form.  I followed the instructions at  but still no forms shows up via drop down menu or via rules.  I created a form via custom fields and included “iiQ form” field, still nothing in drop down or in rules. I created a template ticket, still nothing in drop down or in rules. I tried quick ticket, still nothing.  What am I missing?

     Hello and thanks for having me as part of the community. We purchased two very specific printers for the art department and when I go to add a new asset, the specific model does not come up as an option in the drop-down menu. The printers are HP Color LaserJet Pro 4201dn and I see hundreds of options but not that one. For the time being, I just chose a model that looked somewhat similar and created the asset, but I was hoping to be able to map it specifically to the correct make/model if possible.      I apologize if this is a “newb” question, but this is my first full year(school season here ends in a few weeks) working in a school district environment, thus my first year of  engaging/interacting with iiQ. Also, for additional reference, I created a support ticket but the response was just a link to an article for uploading large CSV files, whereas, I literally just need to do these two printers, as the rest of the district uses other models.     Th

Hello, We are looking for a way to apply to an existing ticket, a template ticket.  For example, a ticket is created for a Chromebook with a keyboard issue by a staff member for a student.  The Chromebook is under warranty, we want to apply to the ticket subtask to the ticket for order of operations in sending it to manufacture warranty, without having to manually add sub-tickets each time.  Another example would be a ticket is created for laptop that had liquid spill and after troubleshooting, we deem the device has reached its end of life, and would like to apply the template to the existing ticket, which will add subtask automatically to the ticket, of removing from Inventory Spreadsheet, Removal from our imaging program, removal from our directory, etc. Without having to add each subtask manually.  Is there a way that already exist to do this, or what have others done to accomplish task similar to this?  Thanks 

I started to see today, May 24th that the Receive Repaired Device option from Trafara is not clickable.  This is a problem as it is a Required box to click to close the ticket.  Is this a Incident IQ issue or a Trafara?

Hello, I have a question about including fees in the ticket. After the the ticket is created and a fee has been processed. The ticket assignee is unable to view what fee do they owe from ticket details. It only explains the status of the asset. How can we include the fee when the assignee goes to ticket details? Thank you

Noticed an odd one, We had and agent close out a ticket. Later / Next day the survey was filled out. Our agent got an email notification about the ticket but it was not reopened, no additional comments and the ticket remained closed.We found with some investigation that the survey completion seemed to triggered the e-mail.Trying to see why / what might have caused this, any Ideas ?

Hello, thank you for this resource! Would it be possible to add additional variables for Parent/guardian Email, School Phone number and balances owed from owner of device? Thank you

What is the best way to room audit in the summer? Ideally, we’d be able to “go into a room” to see all devices that are assigned in that room. I see there’s some ideas floating out here to click on a map and see nested assets within a room. We’ve created views before, but that gets extremely messy.Is there an ideal workflow currently, or just scanning?  

We are attempting to setup a workflow where when a specific ticket type is entered it is initially sent to the building principal for approval before assigning to the correct team. We have a few different use cases for this, so something that could be applied across ticket types.We are trying to come up with the best way to keep the routing up to date when there is a personnel change. Remembering to edit specific user cases within specific rules on a personnel change is more manual than we would like.Our thought was to create a custom field on each location called ‘Building Principal’ that has an IIQ User assigned. Then, use the mapping based on location custom field option within the Approver routing engine, instead of just location. That way any tech, not just an IIQ Admin (only ones who have access to Rules in our environment), can update the principal for a building and the Rule will still route correctly. But, the Building Principal custom

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?

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