Ask the Community

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 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.

Hello! I’m hoping someone can help - our district recently implented fee tracker, were using shared views to quickly see who has a balnce greater than 0. The settings are all set correctly, but for some reason it is pulling some fees that have already been paid, and most certainly do not have a fee of over 0… not sure what I could be missing at this point. 

Does anyone know if IIQ has some sort of quick start guide on using their built-in change management system? I want to look into potentially building it out for our department and a guide on how to start doing so would be greatly appreciated.

Is there a log in which I can see SFTP attempts that are attached to a view?  I have a view that should have sent a file to ParentSquare’s SFTP server, but ParentSquare does not have any files in the history.  I’m looking to see if IIQ made the attempt.Thank you in advance.

Hello, We would like to use a custom domain for customer facing access. Can we create an alias CNAME  record in DNS to achieve this? Example:https://yourschool.incidentiq.com is where people navigate to now to access the dashboard. Can we create an alias in our domain to allow https://tickets.yourschool.org to forward requests to our incident iq URL? Thanks!

When creating a Quick Ticket for a copier I name it ABC CopierEnter the Asset#Can you choose more than 1 category to go with that quick ticket so when they choose ABC Copier the following issues appear: Jam, Toner Replaced, Other

In our environment, there are many times we’ll have users that will email back and forth about an issue, realize it’s an IT issue, and then copy the helpdesk email address into their reply. This leaves us with tickets where ticket name might be helpful if the original email subject is related, but most of the descriptions are along the lines of, “I’ve copied IT so they can assist.” This leaves our support folks to go digging through the “Email” tab to try and find the original question. Is there a way we can get around this and just copy the full original email chain into the description or comments when the ticket is created from email?

What is the easiest way tickets can be moved from ticketing to facilities?

We are finding that occasionally models get created and assets for that model added. But the models are not assigned to a model category such that they have issues assigned to them. This means when someone starts with that asset and creates a ticket they end up at a dead end because there is no issue in order to move the ticket forward.I suppose this could be solved by not allowing moving forward without assigning issues. Or if there was a way to get to a view that showed models without issues, we could police it ourselves. Or there is something else obvious we are missing.I agree people should not create this situation to begin with, but when someone forgets it won’t resurface until someone attempts to submit a ticket and notifies the IT Department. Open to advice or suggestions.

Is there a way to export the data collected from an IIQ Form as a csv?  For example, if we use a form to ensure that we capture all of the necessary data when the user submits a new employee provisioning request, it would be helpful to then be able to export all of the new employee data submissions into a csv for other processing/uploads, etc.  Would we be better off using custom fields for each piece of data that needs to be collected?

In the ‘Rules Engine’ there are various places to use webhooks. One of the methods is GET - but I have yet to figure out why the GET method is even here since the response doesn’t seem to be accessible.Anyone here using GET in a webhook - are you doing anything useful with it, or know how to use/access the response within iiQ?I have used the POST method to push data places or send Google Chat messages, but I’m not finding any documentation about GET webhooks here on the community.

I would like to create a ticket shortcut that adds a comment to the ticket, adds a resolution action, and sets the status to “Resolved” so the ticket closes. However, the shortcut skips the set status part because “Ticket can't be closed before the ticket issue has been confirmed”.  I’m looking through the available actions and I don’t see a confirm issue action. Am I missing something here?   

Maybe I’m missing something here, but there does not seem to be an option to increase or decrease the number of results one gets when they input a first or last name. It’s capped at 20 which will cut off the results when you put in a common last name like Smith or Williams for instance. No issues finding them when using the full name, but when media specialists(librarians) are tasked with spare device handout the quicker the process the better as the steps are already too much in my opinion. Any ideas?

I have created a ticket template with multiple locations and have set up 4 scheduled times for ticket generation. When I hit save I get the following: Ticket priority is required in order to schedule tickets for automatic creation without user interaction. I then go into workflow details and add a ticket priority level but I still get the same message when i attempt to save. Any thoughts

I tried to find a topic on this.Is anything happening with friendly URLs.example: https://instance.incidentiq.com/agent/tickets/ticket#or https://instance.incidentiq.com/agent/assets/assettag#It would be very helpful.

Under “Users>Devices Recently Used by section”. Is there a way to sort by the date last used? and can a column for the tag number be added?Student who forgets or have their device out for service, are able to borrow a DEPOT device, but the devices listed under recently used to seem to be in any type of order. Just randomly listed. Sorting by date would give us the ability to see which devices were used last.And this section only shows the serial number of a device, and under the device section only shows the tag number, so to verify the device assigned to the student is the device the student is using, you need to dig into the device detail to see if the serial number matches up. Have both the tag and serial number listed on both would be helpful, or to just the have the same info show on both.