Ask the Community

what fields is needed to sync google Chromebook users to IQ asset owners so IQ displays the owner that is assigned in google and not have to update IQ manually? Or can we map it to have IQ update google with the assigned owner?

We have a large inventory of Student items and a “Return Specialist” that help with contacting parents/students to get assets returned.The Returns Specialist is not an Agent.But what Policy/Permissions can I apply to this person so they can see the status of Student assets? 

In preparation for the upcoming improvements to global search, we want to make sure our tickets are well documented. To that end what would you do in this situation?An Agent closes a ticket after resolving an issue for a user. I want to agent to go back and document how they solved the issue. I don’t want to reopen the ticket since the user would know it was reopened.How would you let the agent know that you wanted them to add documentation to the ticket?I know I could email or message them with a link to the ticket and the instructions, but can anyone think of a good way to handle the communication within IIQ?

How do I setup our sites with automatic verification through Google Admin when any student logs into a Chromebook - these would be students that don’t have a Chromebook assigned to them so the Asset Owner field is “Unassigned” - is this possible?

Hello, I work for a large school district that has a tiered tech tree. Each tech has X amount of sites and it responsible for those sites. The three techs also have additional work that gets assigned to the team but not a specific tech. Is it possible to only get the notifications when the ticket is assigned to the team and not to a specific tech. We each get dozens of tickets every day and right now I can either be notified every time they get a ticket or mute all notifications for the team.  The team ticket view will sort out unassigned team tickets but there is no notification setting to just get notified when a ticket is assigned to the team and not a specific tech.

Hello, I have a ticket that was created and worked on, but I can not close it.  It will not let me close it because I had to return a spare.  I refreshed the page and it tells me the spare was returned, but the requirement checkbox will not get checked, so I can not close the ticket.

Is there a way to import my teachers and the room they are assigned to?

In the Custom Name > ticket wizard. We have “ Other Requests “ being changed to the word Technology. This was working great now all our tickets come in with “ Other Requests” Pinned to the ticket. (( shown below )) it Seems to have changed around Mid to late Dec.  While this is not “hurting anything” it’s frustrating to say the least… Anyone else having this problem. We did Open a ticket with Support but not much back as a solution goes so far.

When you exchange devices inside tickets it seems to link the ticket to the new device I give a student instead of keeping what is broken with the device we put the ticket in for.  I don’t see how using that feature is worthwile in my opinion.  I then have to close that ticket and then just create a new one or have to remember to manually change the linked device back to the previous one.   How do you guys handle device exchanges?

There was a recent update to the Incident IQ Mobile Application. I haven’t really noticed it until now because I regularly check my tickets, but the application is no longer sending notifications. I’ve checked my Android phone’s settings, and the notification settings for Incident IQ say “This app does not send notifications” and has the toggle grayed out. I’ve reinstalled the application and have tried clearing the cache and storage, but this does not appear to have resolved the issue. Is anyone else experiencing this problem?

Is it possible to do this in IncidentIQ:Assign a device (such as a projector, smart board or Apple TV) to a room? Assign a Room to a User (teacher or Admin)? Have it possible that the teacher would see the device assigned to the room so they can submit a ticket for the device that is in their room?I am trying to set up parts (bulbs) for projectors.  We have around 10 different types of projectors and when a teacher submits a ticket for a projector not working, the Agent that works that building would know which specific bulb they would need to bring with them if it needs replacing.  If the teacher selects the wrong type of projector, the Agent would have to make multiple trips if they don’t have the correct bulb.

I have an SIS connected via a OneRoster update. It seems to update fine but any new students are getting skipped because, as the title states, “Create User is Disabled”. When I go into settings for the SIS app (Rediker Admin Plus) I see the following:  The import students and other have greyed out X’s by them. Is there a way to change this? Initially we imported our students and faculty/staff by Google SSO but we don’t get all the information from there so I would like this OneRoster to create students faculty and staff if possible. It creates parents just fine. Any ideas to get me moving in the right directions? Thanks!

We just got this pop-up and then it disappeared. Tried looking for the instruction on the JWT token but only found this: Has anyone been able to acquire a JWT token in Mosyle? 

Is there a way to create a custom view where you can see all parts that have hit their minimum inventory quantity? I see that you can create a view with a static quantity, but need a way to see all the parts that have hit the minimum quantity threshold rather than an actual quantity. Hopefully, I’m making sense...I’d like to create a view with this information for the person who orders our parts. I know the Inventory Alerts widget is in the Parts Explorer, but I think a custom view would be more beneficial for them. I would be nice if the view could be added to their dashboard as well.

How do I create a report in Incident IQ for Asset Management

Is there a way to remove the ignore option from the select asset action? We have a lot of techs that are not attaching the actual asset to a ticket, and leaving them with the generic model for a machine (see below)Is there a way to remove the ignore button on this, or kick the ticket back to the agent if there is not an asset selected?

We are having inconsistent issues with IIQ tickets and users today:Users are either not showing up when I search for them but they do show up when another agent searches for them.  Users are showing up with the wrong access (e.g. no access instead of staff) I added a custom field to a ticket and it shows up for some users and not others Tickets that use custom fields are not consistently displaying the custom fields.  I have had agents with the same access create a ticket w/ custom fields and sometimes they show up and sometimes they don’t. The ticket options are not displaying consistently - only some people see a ticket path that is supposed to be available for everyone who can put in a ticket.Is anyone else seeing issues like this?  They’re inconsistent and widespread and were not occurring yesterday.  I’m looking at all of our syncs to rule some things out but the custom fields problems are definitely not sync related. 

Checking with IIQ Administrator staff but one of our agents brought up how when click on Agent to change on a ticket it is now displaying Select User instead of select agent so you see everyone and need to filter by role or search for them. Anyone else seeing this? 

In our previous ticket system we had the ability to search the contents/body of a ticket for a word.  For example if I was trying to find a ticket that was sent in months ago regarding a student with name John Doe, and I didn’t know who submitted the ticket.  I have tried looking at all closed tickets and searching, but it only gives me tickets, assets, or users.  There is no way to reference past tickets with a certain subject, name, etc within the ticket notes… Thanks Randy 

I was looking to see if custom roles are still in development or if they have possibly been scraped? I found a thread where a community manager stated that the feature is in development but, the comment is almost 2 years old now and the feature is still not available.Thread in question: I don’t mean to come off as rude or angry. I understated these things take time but, I just want to know if we can expect custom roles anytime in the near future? Custom roles would really help streamline some thing in our environment and it would be greatly appreciated.

in API Get request for example:    https://tammany.incidentiq.com /api/v1.0/assets/of/2a1561e5-34ff-4fcf-87de-2a146f0e1c01?$  mean ?  what is the value after of/?

We are running into issues with Email to tickets, please someone tell me they have a way to fix this ! Currently if an email is submitted it creates a ticket… this works well. The issue is each reply to that email chain also creates a ticket. We are trying to make it so the Rules stop this but that is providing some issues. Does anyone have a best practice around this AND out of office replies ? I will keep playing with the rules for now but seeking someone who has the answer other then trial and error on my part. 

does the system allow a person to email a helpdesk email and it automatically creates a basic Incident Record for them.

Use of the Report support tool integration via IIQ.   Has anyone been using or does use the tool integration for remote support in IIQ ?  I am speaking to VNC, Google, Quick Assist etc. I have been playing with them and they are clunky to say the least and I wanted to see if anyone was using them and if I am missing something.