Ask the Community

Looking to see if anyone has created a dashboard/status board for tickets to be shown in the office.  We have a random TV that we are going to slap up to show network status, cameras, and other items.  An idea was tossed out to show a page showing ticket statuses and open tickets.  Just looking to see if anyone has done this yet and could be in the right direction on how to accomplish it. Thanks!

Why does my Audit Verification Status show "Not Currently Covered by an Asset audit policy”  I just imported projectors and they show on the audit sheet. The other devices show “Pending Not Yet Verified”

Does anyone know how we can get this data if possible? Is it possible to get a report by user of the devices they've had checked out? Maybe by school year. 

We are getting ready to add over 80 entries into a custom field(field type select) that we are currently using.  Is there a limit to the number of custom field entries you can have?

Hi, I brought this up before, and I apologize if I sound like broken record.I opened a ticket with iiQ yesterday about some bad teacher data syncing from Powerschool. I had created a case before about this issue, and I wanted to reference it in this new ticket. However, I for the life of me cannot find the old ticket. I know what keywords to search for, but there is no search capabilities currently I can use (or that I’m a ware of).  I ended up literally opening one ticket at a time and tediously sifting through endless threads. Needless to say, I gave up after the tenth ticket in sheer frustration.It doesn’t help either that the ticket subject titles are so generic and broad that they provide no meaningful insight into what the ticket is about. Previously, there was an option to add a "ticket description" column to this view, which greatly facilitated finding old tickets. However, this feature seems to have been removed by iiQ for reasons that elude me.I apologize for the rant, but I'

Hey all! We just implemented Surveys and we see the results by going to Surveys-->Results. When we go to Report by Agent, the overall satisfaction window shows no results for the agents. Granted, there are only 2 completed surveys, is there a reason we cannot see survey results for our agents when viewing agent reports? 

What is the current API rate limit?

Can someone share their rules for multiple approvals. For example, approved by principal, once approved by principal sent to curriculum director, once approved by curriculum it’s sent to IT.

According to the guide, we should see two options:Activate API Service Activate Local ServiceI don’t see either one after installing the application. I’ve tried different combinations of the two upper checkboxes to try getting it to show up (though, neither should matter). Am I just insane or is there a legitimate problem here?(I already know I’m insane, don’t answer that) 🤣

I have a bulk amount of assets that have had the IIQ status changed to disabled but it has not disabled them in google admin to disable them in admin I am having to go to each asset and press disable under the Google Device Data Device Actions is there a way to push this data to google admin in a bulk order changing the satus to disable in IIQ did not disable them in Google admin. 

Hello,I’m looking to pull a daily report of the number of tickets in which an action was taken - for instance the ticket was started or an action was added. Often I have In Progress tickets that don’t close for days because I am waiting on other people, but I want to see how many tickets have had work done aka an action or comment added, each day. Thank you,​​​​​​​Lauren

Hello everyone, I recall having this issue before with one of the previous mobile updates, but there was another update that happened very recently that caused mobile notifications to stop being sent to my Android Google pixel 6A phone. When checking the incident IQ mobile application, it says that notifications aren't enabled on my device. When checking the notification settings of my device, it says that the app does not send notifications.  I have had this issue (or a very similar one) in the past month or so and it seemed like the resolution required something to happen on the IIQ team's side.some things I have tried so far are clearing the data and cache for the application and have tried reinstalling and restarting my device, none of which seemed to resolve the issue. 

We have several users that are consultants (SRO, Contractors, etc) and have no assigned location.  How can we get those users with Unassigned Location to be prompted to select their location?We tried creating a custom field that uses the IIQ location field then applied that to all tickets with the filter of unassigned location.  The user is prompted if they are Unassigned Location but when the ticket goes the rules the location is still Unassigned.  What is the proper way to do this?

The app isn’t working on android? It tells me i need a mandatory update but the update is not on the play store so its unusable!

Is it possible to make it so when a follower adds a comment to a “Waiting on Requestor” ticket, it changes the status to “In Progress”? I know when the ticket creator comments it will change that status, but in sometimes a follower will add information and it still says “Waiting on Requestor”.  

How can you bulk delete rooms?

Can we please go back to the button that you just press to resolve instead of hold to resolve?  Half of the time in the app, it does nothing when I hold it.  The way it was before was perfectly fine.  Why change it?

I have multiple users complaining that it is unresponsive and due to it’s placement and need to hold its flipping them to the app carousel before engaging. Seems fine on my Android but I think this is a fair UX/UI criticism.

Is there a way to add a due date/deadline to a ticket?

Is there a way to create a report where I enter 150 asset tags and it will print the serial numbers for these asset tags in a spreadsheet?  

Hello Everyone, I hope you are doing well.  I am working on cleaning up my database and am trying to wrap my head around the retirement/deletion process within Incident.  I wanted to see if I would lose data from my history if I deleted an item, so I set it to retired and then deleted it about 2 weeks ago.  Now, if I go into the item it gives me a banner that says it was deleted, but it will not show up under deleted items.  Is this the way it is supposed to work? I was hoping it would disappear from within the primary database, and only be visible within the deleted items area, while maintaining the history within my user’s timeline.   If I could get some advice on how this is supposed to work I would greatly appreciate it.  

We have a ticket where the end user uploaded an image to the ticket.   The agents can see the uploaded image and look at the attachment, however the end user who put the ticket in doesn’t see the attachment.   Is there a setting blocking that?

We would like to run a report on students showing how many devices each student has been assigned throughout the year. I know that while looking at a user profile we can see device history but its such a pain to go through every student you suspect as having been through too many devices. When assigning new devices and replacement devices we should be checking, but it often gets missed by library staff and new hires.Is there a way to run a report that will generate this information for us? Bonus points if we can also see how many devices we assigned as just replacements. (Excluding first assigned device).

Is there a way to add the teacher’s name when viewing a student’s information? 

I am trying to put my schools furniture into incident IQ and having trouble when it comes to things we have a bunch of that don’t have or need a unique identifier. For example we have 50 teacher workstations, 700 chairs, 150 tables, etc, etc.. Under assets I would like to put the 50 workstations without having to create one and clone is 49 times, but I am not seeing any way to do this. I can add the workstation, but there is no way to simply adjust the quantity. I hope I’m just being my slow self and missing where this is, but it seems like there is no simple way to adjust it kind of like how adjusting parts inventory works. I hope this is also something obvious I am missing as I don’t understand why we wouldn’t have the ability to simply make it optional.I am thinking of a workaround by importing a spreadsheet since I could just copy and paste to quickly get the quantity that I need. I was also considering putting them in as parts which could work ok.