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How do I create a Field Mapping for user accounts? For example, I want to have a slot for parent email addresses, then I will map it to our database. Thank you!

Is it possible to apply Actions via Rules. We have some we use for tracking specific ticket scenarios, but would prefer to use actions rather than tags. You can apply actions under Shortcuts but I’m not finding how to do it via Rule for better automation. Feels like I’m missing something.

Is there a way to hide specific issues under Models? If there is I cannot find it. I can choose to only allow agents to see specific issues on all the other tabs, but not under Models. This causes us to put a lot of stuff under the Other Requests section because there are things we don’t want regular users to see. Being able to edit the issues visibility on Models would be a huge help to us!

Am I able to create a custom user role within Incident IQ?

Batch check in batch check out not in on the moble app. how do i add that in ? 

When using Batch Check in the Chromebooks goes to “Storage”, is there a way this can be changed to “In Service” when checked in?

When you are on an asset and you can quickly change the owner but is there a way to quickly change the asset location without going to edit asset - location- change?

Is there a way to cutomize this area? I would like to add our SIS but I do not know how to add any software on to this. Is this possbile? 

We just went “Live” with IIQ today, so forgive me if I missed something obvious.I was checking on the form a user submitted this morning around 9 AM. Everyyting looks good except the timestamp is off by a few hours, it’s stamped around 2PM instead of 9AM.My first thought was timezone issue, but I can’t find any place to fix it. And times look correct elsewhere on the site, just not on the form. What am I missing?

For the past two days, we’ve had tickets show up as being submitted by “System Anonymous”. It’s not all tickets but seems to be a random mix. I can’t find any other mention of this anywhere. Any idea why it stopped pulling correct info?

Is is possible to assign a model to multiple model categories? We have a device that can be associated with our audio, intercom, and video categories but it doesn’t look like I can tie it to multiple categories. I don’t want to create a category just for it because it would confuse users when they submit tickets. They want to go to the audio, intercom, or video category based on the issue. I’d like for the model to just appear in all.

Is there a way to view all tickets marked as “Duplicate”? When you click on → “Resolve Ticket → Resolve - Duplicate Ticket, it gives the ticket status with in the ticket as “Canceled - Duplicate Ticket”. However, if you go to all tickets view, and try to set a Filter on this, it does not exsist. However, it is there with a status of “Resolved”. See attached document.How can you filter a view on all tickets that were marked as duplicate? 

I know this is a new feature and your working through the bugs so I apologize if I’m starting the questions too early :)  Is it possible to set up a quick ticket for an issue that is under the Software Not Listed issue category under Software? We have an App Request issue type under software not listed and I’d like to use that for a Quick Ticket for our instructional staff. It would be the perfect solution for what we are trying to do. Thanks!  

Hello,We have a Ticket issue category for Maintenance/ Facilities, their ticket type is the same for everything.Is it possible to create a custom field for their ticket type and then name is something like Subject and when the user puts data in their that it will make it the ticket subject instead of the generic category type? 

I have an asset that is active, in service, and can be scanned and selected as a device for ticketing purposes. It functions normally.However, I just observed my front desk secretary scan the device in to make a ticket, but the device did not come up.I checked the user and they are set up identically to another front desk user who is able to scan just fine.What could I be missing?

Hi Everyone,As the title suggests, I would like to set an Intune device’s primary user based on the asset’s owner set in iiQ. However, it would appear that the only iiQ to  Intune writeback option is the ManagedDeviceName. So am I correct in assuming that I cannot do use iiQ to set a device’s primary user in Intune?Thanks,Ryan McDougall

I used to have a custom view saved under tickets where the Model was Incident IQ and the Ticket State was open. It was an easy way to find open tickets I have with Incident IQ itself. Currently I have to go to Help and then at the bottom of the side panel click on View my support tickets but I can’t get those to show up in a view outside that. Is there a way to do this? It’s more cumbersome to find them now vs having the view update with my others when I log in or the page refreshes. There used to be so I assume I’m just missing something?

I need to be able to search more than 100 owner/user ID’s at a time when I am building a custom view.  I have a list of a number of staff that have an assurance program and I need to know of those users/owners what devices do they have assigned to them now in IIQ.  So I can set a custom filed of has assurance but then I need to know those owners/users that have assurance what specific devices are checked out to them. I know the owner/users ID’s who should have it so I am using a custom view to search all 5,000 uniques owners/users but I can only copy into the view designer search box 100 at a time and that will take a long time for 5,000 users.  I need to be able to either import the list of owners/users and tag them or be able to search in the view designer for more than 100 at a time. 

Hi - our district is new to iiQ and I have a question that I can’t find the answer to in the KB.  I uploaded a CSV of Assets and later realized that I didn’t format the column correct as there should have been a leading zero in the 6 digit asset.  I made the correction in the CSV and want to upload it again but when I get to the last step of the upload it looks like my assets are going to duplicate.  So how can I upload the same csv with those changes and overwrite the assets field to avoid duplication?  Thanks  Jodi

Hello, Is there a way to bulk-upload models and serial numbers and model numbers? 

So I am trying to create a workflow where a sub ticket is created for each part of a new employee being hired is assigned to diffrent team members.Right now everything works as needed but the names of the sub tickets are all the same based on the ticket templates.My question is how, from a ticket dashboard view, can our team members see the difference between each ticket without going into each sub ticket and then to the parent ticket to know who the request is for. Is there a way to add a addition to the sub ticket’s name based on a custom field within the parent ticket?

Is there a way to not have an SLA applied to a specific type of ticket/team upon ticket creation? 

I have a school that was verifying chromebooks and didn’t have access to IIQ for the first day. They scanned all the SN into a spreadsheet. I would like to update the verification status on all of these. Trying to find way to look up all SN or import and update. However, I do not have models for these SN.  Is there a way to look up multiple SN in asset explorer or import and update status from CSV file?  Would be great to be able to look up multiple SN in asset explorer. 

It appears that my Issue Categories on my tickets default to posting in alphabetical order.  Is it possible to edit the order that my Issue Categories appear when creating a new ticket for submission?

Can I change the set up of where the fees are located on the user page?  I would like to move them higher so I don’t have to scroll down so far to see them.