Ask the Community

Part of the workflow for all of our Chromebook tickets is to verify the asset tag at the end. However, this includes Forgot Chromebooks… but we don’t have the Chromebook, so we can’t verify it. Is there a way to turn off the need to verify assets for certain ticket types.

We are using SCCM for Windows Asset Integrations and occasionally run across issues where the device is completely gone from SCCM - we verify this by resource id, but we sometimes we see where when the device is renamed, it fails to update the asset with the new name stating that its still in use. Is there some soft of best practices that some have seen that will allow the devices to update. We hesitate on using the delete assets option for fear that it wont merge and just create a duplicate so we wouldn’t be able to check the real history without pulling up more than one device. Any input would be appreciated.

We have a specific user who oversees all of our desk phones. They aren’t actually tracked in iiQ. He has a completely different system he uses for managing those. Putting those in iiQ inventory isn’t going to happen. We have the model listed in iiQ however so that if an end user has an issue with one they can still submit a ticket. He wants to know if there is a way to turn off the step that requires asset confirmation. Currently he hits ignore but he has to do that every time he goes back to a ticket. I know this step can be turned off site wide, but we don’t want it off for other models (for example, student laptops). Can we turn it off for a specific model or is there a way that you can ignore it once for a ticket and not have to click that every time?  

Is anyone else having this problem?  I’ve had a ticket open for some time and they cannot seem to solve it, but our end users are unable to search by asset number from “Search” feature on the dashboard, when they are putting in a ticket, or  when creating a quick ticket for a device.  The only time it works is when they are adding a favorite.  As an Admin, I have never had an issue with this, but when I began preparing a class to teach staff, I came across this issue.  Every user (Not an admin) that I tested, regardless of browser of device type have had this issue. Anyone else? 

Not sure if it exists but I’m looking for two things. One is that we have a lot of Chromebooks and siblings from other buildings love to mix up their devices and only after months have passed and a device needs to be serviced do we have to untangle the mess. Also somehow a student has lost their device but somehow this has gone unnoticed for months. Eternal loaners? If this can’t be done I’ll do a feature request.1. I want to be notified (Email/Report) if a user signs into a Chromebook they are not assigned to after X times (Ex. 3 times) Also exclude loaner pools.2. I want to be notified if an assigned device has not had its user sign in after X time (Ex. 2 weeks) Why haven’t you used your Chromebook?

Our IT Team is currently filing out a Google Form for each repair done in the field on our student devices.  It would be lovely to figure out a way to also export ticket data (repairs done at central office) in Real Time to these sheets as well so that I can setup data pulls in real time to update a Principal Facing Google Sheet for repaired devices.  Is there currently a way to do this?  Any ideas on how to work around this?

Just in time for the end of the school year, we are working on a staff device check-in process which looks like this:HR or supervisor creates an Incident IQ ticket for a staff member who is leaving the district. From that ticket, we use the Rules Engine to call a PowerAutomate webhook. The webhook calls the IIQ API, pulls the affected staff username and finds a list of checked out assets. These assets are included on a generated check-in PDF document. Here’s where we are stuck.  We want to attach the generated PDF file to the Incident IQ ticket.  However, there’s no apparent function on the API which can do that.Is there a way we can attach a file to a ticket via the API?  Or do we just need to create the file in OneDrive or Google Drive and add a link to the file in the ticket comments?

Am I missing something or does using the Mobile App not support deprovisioning of devices? When we try to use the deprovision option it will error out because we do not get the drop down menu to select why we are deprovisioning it. Since we can not select any options it just errors out and puts you into a cycle or failure. My question is this, can you use the mobile app to deprovision a device or is that not possible? 

Since the new search was implemented, many of us are finding searching for assets produces 0 results, even though the asset is in there. We have to go to Asset Explorer, and search from there, then we find it. Also, this issue is very intermittent. One asset several of us couldn’t find yesterday works today. Is anyone else having this issue?

When starting with any new system, learning the associated terminology and settings can be challenging. Here is a checklist before importing facilities assets, along with some knowledge base guides.  The required fields when importing assets: Model and Asset TagOptional Fields: Location, Serial NumberAny additional fields are called Custom Fields with Incident IQ. First, check that Incident IQ has the manufacturers and models prior to your import. You can check by navigating to the manufacturers or models tabs on the left sidebar under Administration.   Here is a knowledge base guide to learn more about managing and creating new models as well as manufacturers. Please note when creating a new model, the manufacture field is required.  When onboarding other facilities teams, we have heard that other systems refer to manufacturers as vendors.  Also, you are able to create your own Model Categories if needed (e.g. Vehicles, HVAC, Lighting, Safety). This will help separate your assets into

Is there any way for an agent to create new ticket resolution actions without making the agent an iiQ administrator?

I saw the webinar that mentioned 2D Asset Mapping, I’ve looked into it because it would be amazing for asset tracking, however it says it’s only available for facilities, I  need 2D Asset Mapping for our technology assets, how/when can we get this

If not, the only way that there can be more than one active agent on a ticket simultaneously is if we create teams?

We can add custom resolution actions for individual issues or entire issue categories, but we can’t add them for all issues and categories at once. Currently, we have to click on each issue category and bulk add the action. Unfortunately, we have about 100 categories.  Please give us the ability to add a new resolution action and apply it to all the categories at once.  For example, we would like to add “Resolved by User” to all of our ticket issues/categories.

In Google Console, I have Location set to School and Room number.  When the sync runs with IncidentIQ, it does not always put a Location in Incident IQ.  The reason is because some of the locations in Google console are not mapped in IncidentIQ.  When I go to map the location (under Google Devices/Location Mappings/Custom Mapping) - the location name from Google console does not appear in the Dropdown list.  How do I add it?

Has anyone been able to set up multiple approvers on one ticket? I have a team of admins at a campus and they all want to be able to approve any field trip requests that come in for the campus. Not an approval path, more like an approval pool. I see that I can do send to team for approval, but you can only make Agents a part of a team and I am not wanting to do that for these users. Is this possible?

Is there a way to search in User Revisions?

I need to change the options that show up when you click “new ticket”. I would like to create a custom category that would go be positioned first. Some of the options are irrelevant for us and only make it more challenging for users. 

Good afternoon,I have Chromebooks located at one campus that I want to transfer to a different campus. How can I transfer them in bulk?

I am working with Office 365 calendars, I am trying to do resource mapping. Unfortunately on IIQ we are not getting any options of any Microsoft Buildings. I can see we have some on campus here. Wondering if anyone encountered this year or manage to figure out a solution. Would love some feedback.​​​​​​

I want to create a ticket filter that will show me all tickets that were last updated by a specific agent, and/or all tickets that were ever updated by a specific agent. Doesn’t seem like a very straightforward way to do this, if there is a way.

Has anyone else experienced the following issue?  When typing in text fields, such as Asset Tag, or Serial Number in an asset, or typing a comment on a ticket the text that I have typed will suddenly be deleted. Please see attached screen recording. This happens across multiple browsers (Chrome, Edge).Screen recording

Is it possible to edit or remove non-custom fields for tickets? I am looking to remove file upload or at least change the description it gives.

Trying to figure out how to add a subticket to a ticket without rules because the ticket/rules may differ from each incident.

Hello, we are able to integrate Intune and the Google suite into IQ. When creating a new asset rule, I don’t see a way to create where after a device is checked in due to damage that it also device wipe via Google or Intune.