Ask the Community

I know we can create a view and report of users with multiple devices, which is helpful, except every student here has a laptop and charger assigned. Therefore every student shows up in this out of the box report.Can we apply a filter to say show me users with multiple assigned devices of Category “Laptop”?Or can we say show me users with multiple device when the count is greater than 2?this would then give us an accurate report of how many students (or staff) have multiple laptops signed out.

We are looking to make our toner request for printers system better. One of the issues we have is that there is no forced option for the user to tell us what toner they need. Yes, there is a text box but in our experience, users will do the least work possible when submitting a ticket.  Is there a way that I am not seeing to force a specific set of questions for specific issues? For example, if they put in a ticket for a color printer, they must check boxes on what color they need?

I have literally every notification box checked to receive  emails for tickets but for some reason i am not receiving emails for submitted tickets. it looks like i will get emails once i assign the ticket to myself and updates but not without first assigning them to myself. This is a little inconvenient since i will have to periodically check to see if tickets are being submitted. is anyone here having this issue or has found a solution?

We have staff or students who have left the district. Even though we are updating info in our SIS they are still showing up in IIQ as active. Is there a setting for when the sync happens it moves these to no access?

We are just getting started in using Events and the first thing I saw was that I can only integrate a single calendar from our existing Google. That won’t do us much good since we already have multiple calendars spread across the district. My work around that came to mind was to create a new master calendar, and then see if I could get the Events created in IIQ to write back to that Google Calendar, then write themselves to the already existing multiple different calendars based on the Building/Location/Room. Has anyone tried to accomplish this? Searching Google Admin options didn’t seem to be very promising.

I am trying to bulk print asset labels, but I am having some difficulty. I have a Dymo Labelwriter 550 Turbo, loaded with Dymo LW 30336 1”x2 1/8” labels. When trying to bulk print them, the formatting is off, and I cannot find any way to align the fields correctly. Am I missing something? Playing with the margins gets me nowhere. Increasing or decreasing the scale doesn’t help either. For some reason, the content is high and to the right and there doesn’t seem to be any way to fix.  

Can you set the “Describe your issue” field to be required (( like room )) ??     

We are currently using Spare Pools for our damaged Chromebooks. I have set up a rule to remove the owner and switch the location to the help desk whenever they get entered into the spare pool group. But it seems whenever google devices syncs, the owner gets updated which changes the location from the help desk. Is there a way to have Googler Devices ignore the devices in the Spare Pool? I would like for the devices to have an unassigned owner and show location as Help Desk just to have things be more organized.  Thank you 

Some tickets are not allowing us to change the subject. If I go into the More>change issue the full set of subjects will not appear. It will only give me subjects related to what the original subject is. Also there are times when the change subject does not work at all. 

We recently imported a large amount of data from our SIS into IncidentIQ. However, we are seeing that it imports parent/guardians & children into the profiles of our users. We’d prefer to disable this if at all possible.  It doesn’t seem that there is a way unless I am missing something. However, we would like to keep this information private in IncidentIQ.   

We are in the process of streamlining the Resolution Actions we want agents to use on tickets and I found one situation where I cannot find how to make changes: emails forwarded in to the system.Currently I’ve gone through and set the Resolution Actions for all of the various ticket types (Models, Provisioning, Network/Wi-Fi, etc.) so that there are 6 core Resolution Actions that show up:However, when we get tickets that are created via email, we get a completely different set: Am I missing where I can go to update what Resolution Actions are displayed for tickets created via email or is this a missing functionality?

I would like to be able to mark assets as “Approved for Purchase”, or something similar and then build a purchasing ticket where only approved devices are available for purchase request. Is anything like that possible?

Sometimes clicking Confirm Issue button doesn’t respond correctly. Typically, clicking Confirm Issue causes the Confirm issue box to be checked and crossed out but sometimes, more often than I’d like, it will ignore the click of the button. Refreshing the page will cause the box to reappear as checked and crossed off 100% of the time. I’ve tried different browsers and computers with the same results. Recently I decided to just move on with the rest of the ticket and eventually refresh the page towards the end and this works also.

Hello, I’ve been asked to compare last years ticket count to this year. What is the best way to pull this information? They would like it broken down by Month and weekly view to show the busiest times of the year. Thank you in advance for your assistance. 

Hello,Will it be possible to make events recurring? We typically have regularly scheduled events, such as bi-weekly meetings and daily after school programs that we input. It would be much easier to not have to individually enter each event, especially if it’s a daily event that lasts for the school year.-Caitlin

We notice that we can add tags to tickets and have been tagging tickets for later reference. How do we find tickets that have been tagged in certain ways?

Hello, Having variables in emails are AWESOME! thank you for this.  I took a look here but did not see comment variable to include on ticket email.  What I am trying to do is if a agent is assigned a ticket and I want to add a comment and email them my comment. For example. I might add a comment not visible to the requestor that the student is in 3rd grade so they will need a Dell Chromebook. I would like that comment in the email send rather than just a comment was made.      Thank youRon

Does anyone know if there’s a way to set a default action time? It could be global, or it could be specific to a particular action, either would be helpful.Thanks!

I have been using Incidient IQ now for a little over a year on a PC, now I have been given an iPhone 13 to use and was told that I can send pictures from the iPhone into a ticket to document device damage.  Is there any documentation that shows how to do this, or hopefully a user guide that describes all functions of the Mobile App?

Wondering if a way to exclude tickets based on something (issue type / status) from agent ticket count? Part of our work flow for de-provisioning staff/students is return of district device.  If device isn’t returned it is marked in a lost/missing state while agent works with respective team (HR/School Office staff).  Due to nature of ticket it could sit in agent queue for up to 3-4 wks. As result some agents appear to have a large ticket load when they really don’t/

Hello, Does anyone know of a way to assign users to rooms en masse, rather than having to click through the edit button on each individual user? When doing a user import, I’m unable to select “assigned room” as part of the “Target Field in iiQ” mapping. Surely there is a better way than assigning one-by-one. Thank you!

Is there a way that I am missing to just print tickets directly? I see where you can save the tickets as PDFs and that view is great for the ticket details but I cant see a way to just hit a button and have it print like that. It seems like you have to save it as a PDF, open the PDF, and then print the PDF from there. I don’t see a way to print a clean ticket view right from IncidentIQ. We have multiple processes that involve printing tickets and this would be very cumbersome and time consuming over the course of many months/years. It seems there should be a PRINT option under more that would create the PDF “view” and take you right to a PRINT screen of that view, without you having to locate a created PDF on your computer in another window and then opening and printing it from an entirely separate program. For one ticket, this isn’t a huge deal, but if your daily process involves printing many tickets, this is very inconvenient. Thanks.

I’ve got several audits set up in Incident IQ all pulling out of a sync that is run daily from Intune. Everything has been working fine for about a month now and then all of a sudden I’ve got 2 of the 4 of them showing all devices with a “Pending” status. I’ve tried re-running my audit and re-syncing the data from Intune, but so far nothing I have done is making any difference. Is there something I am missing here from a troubleshooting standpoint or is this just part of some ongoing issues? 

Is it possible to export the weblink for a ticket? We have an exited employee checklist that helps keep track of the many different systems we have to remove employees from. I’ve got everything I need in the export except a link back to the ticket.Anyone know of a solution for this? Thanks!

We just started using facilities. We are seeing that our techs are using the “Labor” button within the ticket instead of the “action” they did. We do not track labor this way and was wondering if there is a spot to remove this option completely to our maintenance techs do not confuse the action they are suppose to use.