Ask the Community

When disabling devices in google admin through IncidentIQ, is there a way to see who disabled the device?

An administrator accidentally deleted a room in Events causing several reservation issues.  I have not found a way to exclude this ability in Permissions.  How can I remove “Delete Room” from most of our users?

Our ticket choices are almost completed. We’d like to be able to clone these to the Knowledge Base we’re building. This would provide a more uniform experience for the end user as well as streamline linking articles to ticket types.Is it (or will it soon be) possible to do this?

I want to export my ticket data into a spreadsheet so I can breakdown the data in ways IIQ cannot, but I can not find a way to include the device category. for example, when exporting all the ticket data I want to be able to sort it by all chromebook tickets or all desktop tickets, but all I get is something like this: Acer Chromebook 311 (C733, C733U, C733T) - Connectivity > Can't connect to Network / Wifi. And in a perfect world i would like this part “Connectivity > Can't connect to Network / Wifi” also broken up into two difference fields.

This ticket came in today. We had to share cause we all had a good laugh about the description.  

Hello, Currently, when using batch check out I am not given the option to use the camera as a scanner.Is it possible to use the camera as a barcode scanner while doing batch check out? I have successfully used this feature when checking out within “My Classes” but have not seen the toggle to enable the camera as a scanner anywhere else. Thank you!! 

Hello IIQ Team and community! We are currently setting up our spare pools for our school district. We have roughly 30+ Sites that we issue and deliver devices directly to each site to have them consistently supplied, the staff at each site then issues out the devices only from their allocated “pool”  from their site. Is setting up a spare group for each site (30+ groups) and its subsequent spare pools an appropriate structure? 

For tracking purposes, we need to be able to track, for example, an iPad, an iPad charger, and an iPad stylus separately. Essentially: it’s way lower overhead for everyone involved -- and therefore we can get humans to do it -- to not have specific “sets”, but just to grab one of each, as-needed. And not everyone needs the entire set.This is all fine, until it gets to managing those loans. Right now, we have three tickets for someone who checks out an iPad with a stylus and a charger. On the up side, it means that when a device is missing from a cart, we know who has it, and when it is supposed (or was supposed) to come back. On the down side, it’s a tedious mess getting those tickets set up.My current solution is a Google Form that users submit (they scan a QR code on the cart to get to it), and they just punch in the the numbers of the devices that they’re taking. From those numbers, I’m able to generate links to create new tickets for each of the devices that are be

I put in a ticket for Incident IQ because CSV file format was not correct as the file being created is placing one extra comma in the file when as seen when you open it up with notepad. Hoping that they fix this format problem as I have to save the file as file type CSV to fix the Excel downloads all the time! The person working support decided that it was no big deal and closed the ticket on support, but the file format is still not CSV by standards. I wonder how many other people are finding this a problem who use Incident IQ on the Excel data files that they download? I think fixing this problem would eliminate this happening and also would gain more customers confidence in Incident IQ in the future.    Note: Normal CSV file doesn’t have a comma on the last column value.

Good afternoon, I am wanting to bulk update users to add custom “Early Grad” flag that I made for the users.  Is this possible to do?  Do I just use the template and add a colum with the same name of the custom field I made for the users?  Or do I need to manually set the custom field? Any help would be appreciated. Thanks!

We are trying to use the Out Of Office Periods more. It looks like you can create them two ways, either through your profile or through the calendar and selecting out of office as the type. When created on the calendar they still show in the Out of Office Periods section under your profile.Is the "Covering Agent" a required field? It doesn't flag it as required when making one without. In our case we have all tickets get assigned first to our help desk team via round robin and had thought it would just go to the next person. Our testing seemed to confirm as much but now that our agents are using it we are seeing some where tickets still go to a person who is within their out of office period.

I have an agent user that is having issues with the App. Phone: 13 pro maxI can install his app and login. The next time he uses the app he can only see this blue screen:  

In my experiments with setting up iIQ Events, the person submitting a Event ticket can eventually reserve a room/space with a larger Number of Attendees that the room’s/space’s has defined. Is there a way to disallow the submitter from selecting a room/space (by making such spaces invisible for selection) or by flashing a warning about the discrepancy between needs and capacity? One of the many reasons we want to use iIQ events is to minimize the back and forth with Events personnel and present the Submitter with unambiguous information to make the process smoother.

I explored the Admin area of InidentIQ to find out how to create a new button called "Safety & Security" in the Create a new ticket section. We have a district team that is part of the standard ticking group, and I would like to include this category while keeping the existing ones intact. Therefore, I kindly request to add this category.

We are new users of IIQ.  We started an audit last year and I wanted to print a report for all the assets that are still pending verification.  The audit actually ended and reset before I realized.  Is there a way to look at the assets that were still pending verification from the old audit?  Thanks! 

I have a group of students who frequently borrow help desk/spare equipment, and I'm looking for a way to track the usage history of these devices. Specifically, I'd like to know Total checkouts for each spare device: How many times has each spare device been checked out? Checkouts by user: For each spare device, can I identify the users who have checked it out? User checkout history: Can I determine how many spare devices each user has checked out within a specified timeframe? I'm hoping to use this information to identify students who may be hoarding spare devices or using them excessively. Any suggestions on how to achieve this using would be greatly appreciated.

Is there a test or development mode in IIQ? We’d like to explore some category and issue changes without them being publicly available.Thanks!

Hello,We are trying to add a fee to an individual student’s user account and it will not allow us. It keeps throwing the error message  Any suggestions? 

Hi all,We were looking into whether or not IncidentIQ had the capabilities of forecasting future tickets / scheduled preventative maintenance to generate a report of what parts would be needed/a budget report for the upcoming maintenance. Would this currently be possible? Example scenario:We have a UPS in our main data closet that we just replaced batteries for it. We are able to currently set up a scheduled preventative maintenance ticket to auto generate in x-years. It would be nice to have the ability to see what parts are required for this upcoming PM, so that a report could be ran to account for the budget that year. If for instance, we need 24 batteries on hand when that ticket comes up, being able to generate the report to see this upcoming ticket will use 24 batteries (or other parts), for a total cost of $xxxx. 

It’s common for us in the tech department to submit tickets on behalf of users. I am noticing that we are receiving email notifications for tickets, even when we are no longer a follower on the ticket. Is this normal? Thanks!

I have created a view that is on my dashboard. When I refer to it the list is sorted by first name then last name by default. I dislike having to change the sorting to last name then first name. It’s petty but its time consuming for me. Does anyone know if I can change the default of this? 

Is there anyway to prevent serial numbers from being duplicated? I feel like this shouldn’t be allowed by default but I’m not sure if I am missing a setting to prevent this. 

We have a contractor who receives tickets for a very specific job. We are trying to create a rule that would limit who can assign tickets to that agent (the contractor) to a certain team or a small group of people (the members of that team). So far we have been able to create a rule that forces that team to also be assigned to tickets assigned that contractor, but is there is concern about work being performed without proper approval.

One of the issues we are having right now is on a ticket creation from Email once we assign the correct issue we loose the original subject (( some times this has key info )) Is there a way to take the subject “layer 1” and copy it into “layer 2” automatically on ticket creation from email ? or is this just a manual process we have to continue to do ?  

Hiya folks! I have a user that the parts section of the UI looks off. Is there a fix?