Ask the Community

Good morning, I am a new System Administrator to a district that uses IncidentIQ.  I have been tasked with finding a way to automate our asset location changes.  Our current system involves the following:Tech moves a device from Site A to Site B Tech fills out a Google form that documents the move from A to B Finance gets the form and then makes the change on their endWe would like to eliminate the middle step of the Techs having to fill out a Google Form.  If possible, we would like to implement some way in tickets of forcing a Tech to answer a question if a device was moved or not.  If the device was moved, it is to be documented some way in IncidentIQ.  I would then like to schedule a report to be ran at the beginning of the month that would send a list of all assets that moved locations that month to the Finance person’s email.Is this possible in some way?  Thanks for your time.

Our career tech ed program  just received a new banner printer / vinyl cutter. We're also working on setting up a screen printing shop. Both will be run by our CTE program.  The process will be managed by teachers and work would be completed by students.I would like work orders to be created in IIQ.   Then the teacher and/or student group doing the work would be able to update said tickets and ideally printing out work request that they'll use while working on the ticket.  I feel this is more than doable. What about quoting/invoicing?Has anyone set something like this up in their system?

Can you create a quick ticket to a custom form? For example, a quick ticket for our custom “EdTech Resource Request”

I currently have two policies setup, one for AD and one for Google. When I go to reset a password for a user is it possible to select which account password I want to reset? Right now it looks like with both policies in place it only resets the Google password. I have also combined these policies into one and it will reset both Google and AD to the same password, but we would like to be able to reset these passwords separately at this time. 

Is it possible to edit the Popular Categories section when doing a new Device ticket?? For example, if we could add Tablets and remove Laser Printers that would be pretty useful.  

Yes! You can allow users to find and select common model categories based on their role during the ticket submission. From the Model Categories tab, select the categories and then Set Priority. From here you are able to set the visibility based on roles.   

Hello, We have scanners capable of bluetooth, when connected with default settings they only scan partial numbers, if we slow down the transfer rate of the bluetooth signal, it will read the full barcode, however this does not trigger Rapid Scan.Is there a way to manually trigger Rapid Scan? We looked into the Scanner setting in IIQ, however do not understand what those settings are actually adjusting. 

When the “New Ticket” is selected you are prompted with “What is this ticket about?” and you can choose  from 5 options. Is there a way to add Chromebooks to that list? 90% of our request from teachers are about Chromebooks and they always seem to choose the wrong subject.

When I send a Chromebook to Dell for repair, they automatically deprovision the device, causing the asset/device to unlink from the iiQ ticket after syncing with our Google Admin Console. Is there a way to prevent assets from unlinking to tickets during repair, regardless of their status in Google Admin? 

We have an Agent who would like to forward an email to an open ticket so that she has visibility on that email from within the ticket. She would like that email to be a part of a pre-existing ticket and not to create a new ticket. Is this a feature in IIQ that is supported? If not, Has anyone found any valid workarounds to accommodate this?Thank you!

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.

 If you've been using the MSB App to manage payments and track fees, but find that some fees have accumulated over a few years without resolution, and now the business office is considering taking action by sending to collections. Is there a suggestion to document this within MSB Fee tracker? Once sent to collection we do not want to keep sending statements to family. Thoughts?

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.  

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.