Ask the Community

When students cause damage to a chromebook I need to submit a subticket to our person who manages invoicing parents.  For example, when a student breaks a screen.  Right now I can trigger the subticket creation for a chromebook display but I only need to generate one for chromebook>display>broken screen.  Is there a way to do this?

Is there any link where I can find the current API documentation? The link for the v1 API docs listed under “Developer Tools” doesnt seem to be valid anymore. Additionally, what are the current rate limits for the API?

The link in the Admin>Developer area isn’t working for me  

I’m wondering if anyone actually has Mosyle integration working. We tried to set it up and get an unauthorized user error. Our ticket with IIQ has been ignored for 2 weeks. I’m wondering if this is a systemic issue and we should just give up or if there is hope that it gets fixed… There are not many settings to change, but if you have any ideas to try (the u/p and key have been reset and re copy/pasted 3 times) we’d love to hear about them.

Hello, I was wondering if it is possible to share ticket templates with non-agents. I am looking to basically have it so when a user goes to create a new ticket, that they have essentially a “button” that they will have to only fill out minimal data in, for some of our more common issues. For example for VPN requests, they can click the template and all they have to fill out are basic fields and it gets routed to the correct team and agent.  I have the template set up for agents to use, but want our users to be able to use it also. Is this possible?

Hi again, everyone. I’m trying to set a rule that says, basically:WHEN a ticket is created, IF the ticket does not have a linked asset THEN set prevent the ticket from being transferred to another agent or resolvedEssentially, I want to ensure the agent cannot advance the ticket forward without an asset being linked to it.From what I’ve found poking around in the Rules engine, I don’t see a way to set the logic to identify if a ticket doesn’t have a linked asset. So I could maybe fudge this by saying something to the effective of:IF the ticket has a linked asset of [generic asset model here]That way, if an agent just selects a generic “laptop” model, it won’t allow the ticket to progress until they’ve selected another asset.Does that make sense? Does anyone have any ideas how that could be done?Thanks.

When using the date range, I noticed the tickets reported as opened and closed change depending on if you select “Created Date” in the Date Ranges versus “Activity Date”.  I would think that as long as the dates remain the same, the amount of tickets opened would not differ.   Additionally, the ‘closed’ tickets reported on those options appear to differ/conflict as well. If I run a separate report asking for Closed Date, I then get an entirely new number. How do I asses what are the actual closed tickets in a set date range if “Created Date", “Activity Date" and “Closed Date” options all report different numbers? Even when I look at Created Date as the option, and then add SLA to the filter, my reported tickets “opened” for the range changes slightly by about 16 tickets.  What's the best way to see the number of tickets opened in a set date range, the total number of tickets closed in a date range and what number of those tickets meet an SLA? Thank you

Hello,  We’re looking at streamlining our user account creation process as much as possible. We don’t have the HR platform as of yet, but we do have Ticketing.  I was curious if anyone has an Identity and Access Management (IAM) product that they use in order to make this process work in any kind of automatic hook to incident IQ.   Just looking for solutions or ideas as we look to get a new IAM product. Thanks for your help!

If I have a resolved ticket and a requestor wants to respond by email to that resolved ticket email, how can I have the agent get an email notification that there is a new comment for them? I don't want the ticket to reopen if the requestor responds. By default, it doesn't reopen the ticket in IQ. I know it does that in other products. Thanks!

Is there a way to organize subtasks in the final ticket form? We use ticket templates that assign multiple subtasks to multiple users. In the template I am able to group the subtasks by user, but when the ticket is actually submitted the subtasks become randomized. In a list of many subtasks, it becomes more difficult to keep track for agents who have multiple tasks assigned to them. Is there anything we can do so that the task list on the ticket matches the order on the template?Thanks!

Is it possible to Pin / add a shortcut so it’s less clicks to access ? Currently we have a working shortcut that will take a ticket and move it From our Tech queue to the Facilities queue and vis versa.  The issue is making it a bit easier to access.  Right now you have to “start ticket > click Shortcuts > click all shortcuts > click the custom shortcut then Run.   Please tell me we can Pin this any higher, or at least reduce the clicks ?  

Sometimes people submit events for the same day, and changing the threshold isn’t an option. The problem is that many events that are submitted are recurring, so it’s already a pain in the butt to have to adjust the recurrences on my end. But then if the date/time passes for their event, I now have to recreate tickets because I can no longer adjust them. This is becoming a bit frustrating so I’m wondering if there is a way to edit the date/time on a past ticket so the details can be adjusted without having to recreate a ticket.

Somehow we got a staff member added with two accounts. Is there an easy way to merge these accounts together in one? She has assets and tickets assigned to each one.

I have an open ticket, but the response time is slow, so I am reaching out here as well to see if anyone else has seen this. Within the Google Devices app, I cannot save any changes to the General sync options. I have tried in Edge, Chrome, and Firefox. Nothing saves. upon refresh the changes revert back to their previous setting. If I go to the Google SSO app, I was able to save a change fine. then change it back fine. It seems to be an issue with the Google device app. A neighboring district said they can change settings within the Devices app without issue. I have also re-authorized the account being used and even tried a different account with permissions in the Admin console to no avail. Has anyone else seen this type of behavior?

Hi friends,It’s late, and while my dog Luna is here providing me with moral support (read: snoring), I’ve been poking around iiQ for the last few hours. By the way, kudos to all the folks who worked on Enhanced Quick Tickets. Those are pretty cool and a big time saver for several types of tasks.But, even with Luna's zen vibes, I've hit a snag.What I’d really like is the ability for agents to quickly submit tickets—via a Quick Ticket or Ticket Template—with the following functionality:Have the ticket type, issue category, and issue preselected (currently doable) Include a field for the agent to add an asset tag to the ticket, without requiring them to re-select the type, category, and issue (currently not doable, as far as I know)I figure such a feature would be ideal in situations where a particular type of asset often experiences the same issue—which is common in schools where devices of the same model are purchased in bulk.For instance, my district provides iPads to students and they

Hey guys! I update about 40 servers every month. I’ve created a template and set a schedule every 30 days. I’ve read the knowledge base and created a scheduling rule as well. What I’d like is for 40 separate tickets (one for each model) to automatically generate in the ticket queue for me to close one by one as I run updates on each machine. Do I need to create 40 different templates? Any guidance is appreciated. 

I would like to have one specific ticket issue/type to be restricted to a set of specific users.I know that you can control visibility based on roles, but I don’t believe that additional roles can be created or enabled for additional use aside from the normal staff/facility roles. So my main questions are the following: 1: Is there a place to add additional roles or create custom roles? 2: If not then is there a way to limit who can see a specific issue/ticket type besides visibility via roles? 

We are currently attempting to expand our offboarding processes in our district.  That being said, HR Submits a ticket to user provisioning, which includes a custom field with the employees name. Ideally, we would like to create a ticket based on the original ticket, which would end up in the facilities side.   I see that we have the ability to create a new ticket from a rule, but how would the custom field carry over as well?

Hello, We do a user sync using our SIS so all my users are in IQ. I am trying to do a CSV import to import a custom field that does not come from my SIS. When I try to do this it says user already exist. Is there a way to append to the current users in IQ ThanksRon

In a rule that creates subtickets, is it possible to create an additional subticket only if a custom field = a specific value?For instance, when a student unenrolls from our district, the office manager puts in a ticket for our building tech to make arrangements to collect the student’s iPad.  A subticket is created for our state reporting coordinator to unenroll the student in our student information system. What I want to do is have the same rule create a second subticket if the student is a Special Ed student (SPED Student? custom field = Yes) but I don’t think I can do that unless I build second rule to follow this one. *Edited to add that I tried to accomplish this in two rules but am unable to create a second subticket in a separate rule that relates back to the parent ticket created by the previous rule. The rules simulator makes it look like this should work, but it does not create a second subticket on the parent ticket or any ticket at all.Rules simulator result with two sepa

Sometime back it looks like there was an issue with a data import on our Chromebooks through our Google Workspace sync. We ended up with duplicate Chromebook entries that have identical information. Same asset, serial, google ID, etc. Is there a way to merge these duplicate assets together so we can clean up our system and prevent confusion?

Hello group,We’re looking to move iPads into IIQ and want to know what the best practices are.  We use JAMF as well, but feel like IIQ would be best to link them to staff and students properly. Anyone care to share some tips and tricks? Any help is appreciated. 

Hi all,I’m wondering if anyone has an option on best practice for assigning tickets and what your reasoning is.Option AAssign to Agent or Team add comment with instructions or justification for ticket assignment.Option Badd comment with instructions or justification for ticket assignment. Assign to Agent or Team

I need some help trying to get notifications to work the way we want. I have been spent a couple of days playing around and still don’t have it working. We have someone that sits on our Help Desk and creates tickets for people all day. People in the Technology department also cover the Help Desk when she is off or during lunch. I do not want her, or those people covering the Help Desk phones, to constantly receive email notifications on tickets they open, when an agent updates the ticket, or when an agent closes the ticket days later. I still want the person who the ticket was opened on behalf of to receive all those notifications. The only solution I have come up with is that we have to change the submitted by to the person who called into the Help Desk.

We’re seeing a large uptick in physical damages to Chromebooks. We attempted to take pictures and add them to every ticket, but we forget frequently. Is there a way to require a picture before you close a ticket? Anyone doing anything different?