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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.

We have 2000 devices that we deprovisoned and moved into a specific Deprovison OU. However, the devices are moved back into their original OU every night. Do I need to set up a filter to stop this? I don't understand why it's moving them back into their old OU.  

I was trying to set up a rule that will powerwash all of my elemntary devices at the beginning of summer, but I don’t see an option to set google status with the “On a schedule” under asset in the rules.  Is there a way to accomplish this?  

I have read this article on upgrading from the PS plugin v1 to v2 but it is pretty vague and uses quite a few non-definite pronouns.  Whatever, it happens. Is there better documentation on this process anywhere?

Lately I've been thinking about how I would have done some things differently in iiQ if I had the knowledge/experience I do today back when we started using it. But one thing I have zero knowledge on is SLAs. They have never been a priority for us. We are looking at finally using those now. Our leadership is still working on what kind of time frames they might want to use as a starting point, but my question is for those who utilize them... what do you know now that you wish you had known when you started? 

So it looks like there may have been a shift in some of my data that I used for my imports. Now it would appear that I have some devices out there with the wrong tag numbers in iiQ. Is there anyway for me to export our data from iiQ so I can use spreadsheets to compare data between the old system and iiQ?

Is there a way to customize the message a follower gets when added.   We sometimes need to add someone from another department to work a ticket.   They aren’t an agent but they handle this particular task.   When they are added as a follower the ticekt doesn’t indicate that and the email just says the ticket has been updated. It would be nice for them to get an email specifically saying“You have been added as a follower to ticket XYZ”

We recently switched to IIQ and a user was trying to send a picture from their phone in with their ticket using the Mobile Site (not to be confused with the Mobile App). In this case, he was using Safari on an iPhone and went to our IIQ site, logged in, and went through the ticket process. He claimed that he was unable to submit an image from his phone or camera through the site, even though the options were there. I too confirmed this on my iPhone using Safari and Google Chrome. You can click the button to “Take Photo” or “Add from Photo Library” but neither do anything. Am I missing something? Or is this a glitch? I totally understand end users not wanting to download an app on their device and just wanting to use the browser. This would be a welcome fix if it is indeed a glitch. Thanks,Keegan

Is there a way to add a banner on top of the ticketing page for everyone to see? Such as outages that are happening or other issues that may be effecting everyone.

In PowerSchool a user can be associated with multiple buildings as a teacher or as a staff member. We’re trying to figure out how a single location value is selected and sent to IIQ for a given user, particularly a user may be assigned to multiple buildings. What table(s) and field(s) from PowerSchool are used to set the location? Is it possible to select a different table/field or have different options for a staff user than a teacher user?We have received feedback from users that the building they are under in IIQ is outdated or incorrect. We would like to understand how the incorrect info is getting transferred as opposed to setting corrective overrides.Just this week I noticed that my own account switched buildings and I have no idea why. As a district IT administrator my own PowerSchool user table account has a homeschoolid of the district ofiice. I also have teachers table records associated with each of the other buildings in the district, some as staff and some

I would like to create two subtasks when a ticket is updated with a Fee Tracker Fine for whole unit replacement. I could do that either by description or by amount >. Is this possible? If not, could this be possible?