Ask the Community

Without having Edit rights, our users can not assign devices to a room.  We do not want to give them edit rights because they can change the funding source (ECF, ESSER,etc..).  Pull the room location out of the edit rights and let users “assign” devices to a room location within their school

LOVE the new KB enhancements - can we see these same options integrated with our Support Ticket comments and the email notifications that users receive?

I want to add requestor name and ticket id in the email and or subject line of a stale ticket notification. I can’t find anywhere telling me if this is doable or not. I also would like to be able to see a sample email before activating the rule.

Is there a way to bulk Unassign tickets from a specific agent? Not a team, just from one agent.

I am making a custom field for devices called Kiosk Mode. The goal is to affect the OU placement of devices in our Google Device sync based on the value of this field. Since I cannot filter by “field not set” the options on the select box are: - None - Kiosk Mode This allows me to edit our Google Device general settings so that if it is set to None they sync to the regular OUs and if it is set to Kiosk Mode the device will move to the Kiosk OUs (by school).But, I need to ensure devices being created have a default value of “None”. Apparently an Asset on Create rule can’t set custom fields.So, without the ability to filter by “not set” and without the ability to automatically set a custom field’s default value (either via a default value feature which doesn’t seem to exist or via a rule which doesn’t seem to exist) I’m dead in the water on this little change.I could set the filter on each OU placement rule to EXCLUDE Kiosk Mode… but if we add another type of Kiosk mode (like say a “Hage

Is there a way to filter by user permissions?  We are a large county with 90+ sites and I need to see who has “CUSTOM” permissions that we’ve created for different user groups throughout the county.  I can’t find a way to do this.  Thanks.

Is it possible to attach an asset (provided the client only has one) to a ticket via ticket template? I don’t see a way to do that (though I do see a way to change the asset status.) I’m looking at that before writing something myself to the API.

We have several new staff members districtwide who can’t see class schedules and rosters through iiQ. We use Ascender SIS, and they’re marked “Active” in the gradebook and employee portal, but are still showing inactive in the sync to Incident IQ. The only reason we can think it would do this is because they haven’t received a paycheck from our district yet, but it’s really inconvenient to wait until September 15 to see if that works. Is there any way to change where Incident IQ pulls employee status in the Ascender Sync so we can link schedules and rosters?

I am trying to get into IIQ from Google Chromebooks what the total amount of RAM they have installed is.  We have purchased some with 4GB and now some with 8GB and I want to be able to tell them apart based off the RAM.  I have setup in IIQ in the Google App to sync the SystemRamTotal to a new custom text field I created called Total RAM.  I am just testing this with a few devices, doing the asset Push Data from the Google device data sync (i don’t want to run a full Google Sync during our school day the first week of school) and I am seeing the custom field but it is blank, nothing is coming over or populating from Google.   Here is what i setup in the Google app in IIQDoes anyone have any ideas or see what I am missing to get the RAM amount to sync over?  Thanks

Is there a way to customize the initial 5 Ticket Types in the ticket creation menu?

We just changed up how we are running device handouts in our district for 5-12 graders, they will be getting their devices checked out to them for 4 years with no check-ins during that time, we are relying on audits to keep them in line. What we need to know is if there is a way for the device to follow the student based on the students location data? We have kids that transfer schools mid-year or the usual route of going from middle school to high school and we need these devices to automatically change their location when the students location changes. I’ve looked through several articles but I was unable to find any specific documentation or process on this.

I do not see Forms as an option for Admin inside of IIQ.  I Would like to add a permissions form for peopel to grant admin access to our SIS, however i have to add a category first, and i can’t even add a category.  

I can no longer copy and paste pictures into the Knowledge Base.  Any ideas?  

We are trying to set up a system where there is basically like a spare pool that would be located in the school office. The secretary would use that pool of assets (chromebooks) to assign out to students via the checkout feature. That new asset would then be assigned to them and the secretary would take in the broken device and check it in, not into the pool but then they put in a ticket.  What we would like is something where we can easily view what devices and how many are left in the spare storage area not yet assigned, and if possible, set up a rule or something to either open a ticket or send an email notification once the number of chromebooks available in that location gets to a certain threshold. We are set on the check-in/out segment but are lacking the experience with the system to set up a digital segment of assets for us in the IT office to be able to know when they need more.   On a side note, we would also be looking to use this same type of system for a daily loaner syst

in Asset Explorer, Assigning an Owner, Can the Location be set with a default location?

How can I keep a ticket from opening back after the requestor add a comment? 

We have the Jamf integration enabled in iiQ which is nice because once a day each asset is updated with the latest information Jamf provides (last time the device checked in, it's IP address at the time, etc.)Is there a way to isolate that information via custom views under assets?  

All,I am hoping there might be a way to pull a snapshot of the Analytics Explorer that is interactive in the way it is within iiq, externally for presentations?   Or other options other than a static image or pdf. Thank you

We recently purchased Schoolpass and I’m trying to add it under “Software / online systems” but I’m unsure how to create a custom piece of software. Any help would be appreciated! 

I need to be able to run a report that shows all students without an assigned device. Is there a way to do this?

We’re looking to automate the creation of a “Repair Request” ticket after the resolution of an “Issue” ticket and need to link a singular asset between the two. Our current broken device workflow is that we have spare devices at each school that, when a staff member/student brings in a broken device, are checked out and become the user’s new primary device. In this case, we have our “Issue” ticket being created and resolved when the student/staff member gets their new device from the spares, but we need a “Repair Request” to then be created and assigned to our repair team since the device is still broken, but the original “Issue” is resolved. We have tags created to designate these ticket types, a basic ticket template, and a rule that already automatically fires the creation. However, I can’t figure out a way to link the original asset from the original “Issue” ticket to the new “Repair Request.” Is there any way this is currently possible?

Hello everyone!  My name is Juan and I wanted to ask if it was possible to assign different agents during the ticket procedure.  As an example, I’m a checkout specialist for my district and my duties require me to research and approve if students can check out devices.  I usually look at their IIQ account and check to see if there’s a history of incidental damage and repeated fees.  After I research this information we’ve typically used a Google Sheet to track our activity during the month.  Once I’ve done my part it is then up to our techs to either repair or assign replacement devices when they personally go to buildings throughout our district.  Can I hand off the ticket and assign it to another user without losing any of the history assigned to that ticket?  If so, what are the proper step to follow?  Thanks everyone.  

Do we know if the newest I-9 form will be added to the system, or should we go in and add it ourselves to the forms?

Hello,In Custom Names can someone tell me what the difference is between Issue Category, Issue Type and Issue?Thank you

How can I get employee ID to map to school id number. I did the data mapping tool school ID use preferred app ADFS.