Ask the Community

Is there a way I can see all of my students that still have a device assigned to them from their previous school?

Please someone tell me there is a way to assign the Default policy for Roles, I need to hide the Knowledge Base from all our staff as we already have one that exists, the only way I can do this is to create a new policy and set it to everyone's default individually.There has to be a better way, please help.

were do i give permissions  to allow access to change an asset?  

in incident iq what permissions do i have to set for a staff member to change an asset location or assign a student to a chromebook ?

Is there a way to make a main ticket a subticket of another after it was created?

Is there a way that the field for resolution action notes when exported in facilities it can be its own line for each instance? I have only been able export where each note from each ticket lump all together in one line.For example: the line will read replace faucet and TS-$90.oo on the same cell. Would like these two on seperate lines but still indicating what ticket and location and so forth.58195 Chief Moses MS Replace Faucet,  TS -$90.00

When opening a network ticket the “sensitive information” option is not attached to these ticket. Is there a way to enable this option for Network tickets? 

New to IIQ, sure I am missing something easy but We have been setting up our Ticketing and notice our custom names and layouts are not showing on the mobile app the way they have been set and are showing on the Browser. any thoughts ?

What is everyone doing with all the event tickets once the events are approved? Is there any reason to keep them open? Do you have them automatically resolving once the event is approved? Thanks in advance for your input,Gary in KC.

I am trying to get a list of all my assets by Asset Tag, but I can’t seem to build the proper URL to get a list of my assets, trying the documentation here.I CAN get data from other endpoints like  /services/assets/stats/locations and /services/assets/types, so I think my SiteID and Auth Token values are fine, but I can’t seem to list assets. Specifically, what value do I need to put after the “/of/” in the url? 

Product we use for account automation sends as various email accounts that do not have mailboxes.  As such they bounce when a ticket is updated until requestor and follower updated to remove.  Is there a better way to prevent iiQ from sending ticket updates to these emails?  

Although added comments are set to not visible to the requestors, every time the tech team leads add comments for the team members (i.e. for Internal use only), the users get notifications and this has caused confusion. Is there away for the notifications not to be sent to the requestors when tech team members exchange info about the ticket internally--comments are set to not visible to the requestors?Thanks,--Kim

Good Afternoon,  I have three questions, can you provide a link or documentation on how to pull form data via an API call? Is there a way outside of the API call, to pull the form data into a spreadsheet, not Adobe? We are starting to utilize forms probably in a way that is more complex than what incident IQ intended for their forms, but how do you put an (if.. then..) based upon a value in a field? For example, if the form field called canvas is Yes, create a ticket, otherwise; a ticket would not be created.

Hello! I am working on getting the spare pools set up and running for the district, so far everything has been working fine, but when I go to the dashboard it tells me that all of my spares are checked out and were at 100% utilization. When I go into a ticket though, I am able to assign any spare that I have in my spare pool, so they’re not checked out. Is the dashboard not accurate with what it shows? 

Is there a way to create folders under ticket templates?

I’ve only ever used Incident IQ’s manual verification process on a very small scale before, but I am now looking to verify an entire storage room at once. What happens when you “Fail” an asset during a verification? Is any information in the record changed automatically, or do you have the option to change it to remove it from the inventory of that room and indicate a “Lost” status? Are there any feature differences between manually verifying using a laptop and a barcode scanner versus manually verifying using a mobile device? I know generally speaking mobile apps tend to have less functionality, but don’t know if that applies here. Thanks for your help!

Our team has been evaluating whether it’s feasible to incorporate some external departments into iiQ. We regularly have situations where a ticket has been submitted to one department that would be better suited for another, or where one team starts a ticket and then passes it off to another once they’re done what they can. But we’d like there to be, essentially, separate ticket queues for these teams, that an admin could then move if needed.We tried building some custom policies cloned from the default Agent role one, and creating accounts for external departments. Since we don’t necessarily need everyone looking into other departments’ tickets, we also tried segregating them by location and limiting users’ abilities to view with custom policies. Unfortunately, none of these steps really worked the way we needed. It seems like anyone with the Agent role has the ability to see any ticket, regardless of location, and segregating things by location doesn’t seem to have any effect at block

We are noticing tickets that are updated or resolved are not showing true status in the summary/list view.   We have checked with 4 other agents and they are seeing the same no matter what view they are using.   Anyone else seeing this?    Ex:  One ticket updated and resolved at 837am but still showing up in our active/open views with waiting on requestor 

Some of my agents scan old hardware check out forms to pdf and they want to load them into users accounts so they can be kept track of but they are getting permission errors. I have looked high and low to figure out how to give them permissions but I cannot find where to set that permission. Of course as an Admin I can do it but I don’t feel like uploading hundreds of pdf files lol. Any ideas?

I would like to know if there is away to edit where we describe ticket issues in details 

How do you contact Incident IQ support after hours? I tried calling their support number and says closed, tried emailing support@incidentIQ.com, as well as logging a Critical Support ticket. Our entire district is down (15K students and 2K staff) and this is the second time we could not log in to our site in several months.

Is there anyway to pull fields from the attached asset into a comment/Shortcut. For example I want to put a comment that auto populates the info like this Name: <Requestor_Name>Asset: <Asset_Tag>Serial Number: <Serial_Number>Mac Address: <Mac_Address>  This would be a huge help if it is. 

how do i see the number of tickets resovled by an agent, not the number of tickets resolved by the assigned agent?  I can not find a way to pul this information out of the analytics.

After reading some KB Articles, I remain confused about this system. Perhaps it would help if I explained what we would LIKE to do: We add different categories of Chromebook Parts by model and number etc.  Each part has an assigned price as decided by us for use with fees.  When a technician works a broken screen ticket, for example, we add the Chromebook Screen part to that ticket which adds 50$ to the ticket in terms of cost. We add a fee to the ticket that pulls its cost from the part cost so that the fee reflects that 50 dollars. I feel like this is possible, but I cannot for the life of me find the visibility on part prices. How can I tell the IIQ system how much a part costs? There is no field for it in “New Part” or in “Manage Inventory.” Thank you!

Does anyone know how to give a different Role the same View as an Agent would of the Events module? Currently, only Agents can create an Event directly rather than put in a Event Reservation ticket. The former lets you make recurring Events.