Ask the Community

We are in the process of verifying. Normally I can go to a Teacher or Student and select their class to view the entire class roster to get an idea of which teachers have yet to verify / print rosters for verification for teachers who are out. This worked up until yesterday. At present, the cursor changes to a finger/hand when hovering over the roster, but the roster itself is not clickable. Is this just a hiccup? Using Chrome, up to date, on Mac Sonoma. 

I would like to assign all tickets for ‘Software/Online Systems’ to one particular agent. And, conversely, I don’t want that agent to be assigned to any other ticket types. Is that possible?

Hello -Not sure where else to put this, but I was curious if we could add more options to the “Quick Resolve” button that is located on ticket. See image for visual. Thanks! 

We are in process of getting started using incident IQ. I am having a heck of a time getting the label printing process together. I have a Dymo 450Turbo and I cannot find a nice, durable label to use. Does Incident IQ have a durable laminated label they sell? Thank youKathy 

We had a agent take vacation and tickets are getting assigned to them from their team, is there a way to set out of office for them? I did not see away to do that without being logged in as them.

I’m grateful for the new Fee Management for Events information that was released. I’m running into an issue where I’m not able to edit the fees that I’ve created. Is this is bug, or am I doing something wrong?

I need to select all chromebooks that start we a certain serial number. When I try and filter by serial number it want’s me to actually pick a device instead of the just being a filtering condition and showing me results on the main page. This wouldnt be bad if it didn’t cap you at 100 results when I need much more. Any ideas?

We would like to be able to see which agent/role made edits to an asset.  Trying to find way to create view or report that shows us which devices were edited by a user by date frame. 

Hello! I’m creating custom views and would like to set the record number to be viewed by 50 or 100, rather than the 20 records at a time. What filter can I use to change the number of records I can view at one time? Thank you in advance.  Nvmd, found it! 

How can I create a View of Homerooms?I want to have a list of all Teachers and their Homerooms.When I create a View in Users and add the Homeroom column, it is blank.  I appears to total the quantity ok.

Is there a way to create a custom ticket type in IncidentIQ?  For example where you go to add a new ticket you see “Devices/hardware, Software/Online Systems, Network/Wi-Fi, Provisioning, etc.).  And maybe I am calling it the incorrect thing.

Is there a way to print bar code tags with the user name (student) and  (Student ID) as a bar code from each Teacher’s class  by filtering assets/devices/teacher name?  I know you can do the assets just curious if you can do the students?Thank you.    

When users email to create a ticket, the subject of the email is populated as the subject, and our tickets are much easier to scan.However, when a ticket is created on the website, there is no opportunity to type a subject, only a description, and it makes the ticket list harder to scan becuase we have to open the tiket to view the description.Is there a way to require the user to enter a subject and a description on the website?  

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?

I know there’s a way to make a model a “facility” asset, where the devices are not tied to specific person but rather a location. But is there a way to make specific assets of the same model do the same thing?As an example: we might have a model of Chromebook that we use (or an iPad). Some assets belong to a classroom and are not “owned” by any particular person, while some assets belong to specific staff or students. We don’t want to mark that model as a “facility” model, because then we won’t be able to assign them to specific people.If you can’t do this directly, does anyone have a workaround? Do you just leave those classroom assets as “unassigned” for the owner?

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?