Ask the Community

We have an issue type “Loaner Pool” that we use to distribute various loaner devices. Open the ticket, issue a spare from the spare pool, set a deadline, return the spare when returned, close the ticket.But… it would be keen to be able to clear the “select asset” requirement from those tickets, since the asset that’s selected is actually _the spare_ that was issued, not some other asset.Any way to do that?

I need to pull a report on students at the end of the year that has fines to pay. thanks, cheryl

I am looking for a way to see if and when users login to IIQ. It seems I can only get login info from Google and that tracks regular logins. Since this is a new software we want to make sure everyone is comfortable in using the software and find out if they were aware of IIQ and to see if they have issues getting on the site. My many attempts in asking staff results in a few replies. 

Hi,  We’re using the Microsoft Onsite Active Directory app to sync to our local active directory.  I’m trying to map our departments to the IIQ department field on the User record, but I can’t figure out how to change the list of IIQ departments to match ours.  Is there a way to include things like Admissions, Advancement, Facilities, etc in the drop down list of available departments in IIQ?

Is there a way to filter so that everything that was manually verified within a date range will show in a view, regardless of if it failed automatic verification a day or so later? We’ve had to disable our automatic verifications because certain items are failing verification, which is a separate issue we’re going to have to work on our end since we know the cause, but even if it passes automatic verifications, we have to do a full physical inventory once a year, so the automatic verification causes issues with that as well. If it automatically passes, but we haven’t manually verified it, then technically we are failing to do our inventory properly.We just need to be able to filter and see if something has been manually verified within a set time frame, something that we aren’t able to right now, unless we just aren’t figuring it out.

When we create a ticket to provision a new computer, we have several subtickets that are generated to different teams that handle initial hardware/OS setup, installing additional software depending on the user, passing through our cybersecurity team for final checks, being handed off to the tech to give to the user, etc.Currently, all subtickets are generated and emailed at the same time, and the teams have to sort through the generated tickets and then go into the parent ticket to see what the status is (which wastes their time). I’d like it so that subticket 2 doesn’t get fired off until 1 is completed, and 3 doesn’t fire off until 2 gets completed.I know a workaround for this is to create one singular ticket, and upon close, have it then generate a new ticket to go to the next team, and on close generate a new ticket, and so on down the line. But that makes management a nightmare because you can’t track the child tickets as you can by doing subtickets tied to a pare

Is there a way to add dates to a ticket or event?  I have not been able to do so.  I cannot modify it as a ticket and when I try to do it in the event the blue apply selection button doesn’t actually apply the dates.  I have tried as an admin and also had the “owner” try.

we are trying to revert tickets back how they used to be where you can only assign to agents. since the permissions enhancement it now shows all roles available to assign tickets to, even though our rules and back end settings say otherwise. 

We are working on improving our documentation practices. I have setup a rule to email the ticket to me when it marked as resolved. However, I only see the last comment and recent status changes. I’ve looked through the Supported Variable Data Points for Email Notifications KB Guide but don’t see a way to include all actions and comments.When viewing these emails on a phone, it is a pain to go directly to the ticket since email links do not open the IIQ app.Is it possible to view all details in an email?

Is there an API call to search values from the CustomFieldValues? Something similar to the new global search feature where I can search for almost anything. Example:A script that searches for a MacAddress “XX:XX:XX:XX:XX:XX” and I would get a return with the Asset attached to that CustomFieldValue. 

How do we remove one or more of the top issue tabs? For example, I want to remove the “Provisioning” tab. I’ve removed all the issue categories under that type but it’s still there.

How would you go about filering how man devices are linked to students? Example: High School Library issues out loaner chromebooks to students that have forgotten theirs, but have rarely receive them back. Need to find out what students have multiple devices linked to them. TIA  

We are going to roll out Incident IQ this summer 2024.  Does anyone have FAQ documentation you provided end users during your initital project implementation?

Is it possible to setup quick tickets for the remote support form.

Hey all! I’m trying to find how I can add a required field when adding new assets. I want there to be a field for IP Address and MAC address when creating a new asset (like a server). I have IP and MAC as fields but they don’t show up to select when I go to Required Fields. Any help is much appreciated! 

Is there a method to verify Jamf devices?  Like Google and Intune?  

Hello!I recently created a quick ticket template which as “room” as one of the required information that the requestor has to provide. Please advise how to make “room” as non-required on this quick ticket template. Thank you!    

I just wanted to take the time to recognize what an awesome community we have here at iiQ and to also thank the quick response from iiQ Support! We’ve all been in similar situations with other companies and the response isn’t always communicated in a timely manner. This requires a combined effort from the iiQ Community members and the iiQ Support services and we saw that play out in real-time yesterday. So, thanks again to everyone who alerted iiQ via the forum and the quick response from iiQ Support!

I am attempting to publish a KB article instructing users to dial *97 to access their voicemail.  Putting asterisks in the body of the article are causing formatting issues.  Is there an easy solution to have the article show a “*” instead of affecting formatting?

Is there a way to search the comments for a string?

So our ticketing system is just spinning and we are not able to submit a support ticket. There is no information on the iiq site for a support email or a phone number. Does anyone know where to find this information?  Thank you. 

Is the ticketing system down for anyone else? I can’t access existing tickets or create new tickets. I can access events and assets. I can’t even submit a ticket to IIQ.

Ticket listings and opening tickets from links is showing “Loading items...” and never completes. Can’t submit a ticket to IIQ support either. 

In our environment, we have Librarians initiate tickets and manage inventory of spares etc.We’re looking to create a ticket workflow that does the following:Ticket gets created for student chromebook repair Librarian issues a loaner from the spare pool Ticket gets kicked off to a Tech to repair Chromebook Ticket gets kicked back off to Librarian to return the spare pool device that was issued.Anyone have an idea if this is possible or should we change things up?

I have a handful of devices that are not mapped because their model could not be mapped.  I have many different machines in this list.  I’m assuming they’re under Asset Model [Not Set], however, I don’t want all of these devices to map to a single iiQ model.  Any thoughts on this?