Ask the Community

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. 

Is there a way to assign multiple assets to one person within the same step? Could their be an option of “multiple assests”? I am finding that I am havnig to restart the process over for each assest that I am assigning a kid. I would like to be able to bring up this screen and scan all items to add.  

When you are logged in on a computer you can change the setting to show the description of the ticket without clicking into it. Is there a way to do the same thing when logged into the mobile app?

I am new to iIQ so I apologize if this is a little basic.  I am wondering if you can apply custom permission policies to a Team?  This would be very useful to add a policy then add and remove users from the Team as needed.   For example, if I have a department team and want them to only see tickets at their location within a certain set of issues.  With the users moving frequently it is easier to adjust at the Team level, at least how I am understanding it right now.Thanks for your help! 

Whenever any of our users add to the notes field under an action it gets longer (up and down) as we type. Its as if its hitting enter after each letter and there is no way to shrink the field unless you delete what you typed. The good news here is that all the empty space doesn’t seem to show up once the note gets published.

looking for steps on bulk deprovisioning of chromebooks

When a student moves we lose them in iiQ. If they do not turn in all their technology is there a way we can still assess a charge in case they move back into the county? Also, allowing us to generate a bill to send to the next school along with the records.

I’m considering creating a ticket for each classroom in a school that we can comment on and resolve when we have the technology in the room ready to go for next school year. I’ll create a custom issue and list each room number (1 per ticket). Is it possible to create these tickets in bulk?

Is there a way to bulk-export surveys’ narrative/comments feedback? I want to make a wordcloud to include in my annual Board report. Although the “detailed survey” column in the ticket view shows the narrative, the export does not include this information.

I need an easy way for our CTAE Teachers to inventory their items. They are switching from Destiny to IIQ, and I need the process to be similar. In Destiny, the items are checked out to a room, not a person. I want to do a batch check-in, but I must assign hundreds of assets to the teacher first and If that teachers leaves now I have to reassign all of these items. Keep in mind that the Inventoried items are things like Hammers, Welding Gloves, Ovens, Clothing, Airplanes, Socket sets, Toilets, you name it. I would like to assign the items to the room but Im not sure if thats possible. What's the best way to approach setting this up?

When going to Apps > Manage > Fee Tracker and exporting all transactions from there, you get data that you can not otherwise see in a custom view. I want to be able to share a spreadsheet with admin who are chasing payments that students owe us and I want the admin to be able to see what charges contributed to the total balance so they can better communicate with students and parents. I do not want the admin to have to go in to incident iq and search up the specific student and scroll to their fee tracker history.If there was a way to schedule the automatic export of this spreadsheet to a specific spreadsheet (ideally Google Sheets for our district), then I could give them all of the information that they would need to collect the balance due. It would eliminate the need for an incident iq agent or admin to be the middle man.