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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. 

How are you going about being notified of New Tickets other than logging into and living in IIQ all day?We don’t auto assign tickets quite yet, as there are only two of us, and we try to prioritize them and work them as we get them.  I have noticed, that when new tickets are submitted by my users, that neither of us get email notifications.  The only way either of us know about a new ticket is if we look for new tickets in IIQ.I don’t see an option for “Ticket Creation” notifications for Agents in the Site Settings.  What is the best practice here?Thank you all in advance for your help. 

I have had a staff member ask if she can adjust the contrast with IQ.  She has her computer set for everything else but the white background takes away from the words.  Maybe make the text darker??

Good Day All, Has there been a recent update that has changed the way scanning a user name into the checked out to box behaves? In our district we have agreement forms and I have made it where the agreement form has a barcode for the device and a barcode for the user name. Recently I noticed that when you scan the username into the checked out to area it no longer works as it use to.  When you look in settings you see an option for barcode scanning behavior for assets but not for users.  Has anyone else been scanning usernames and is now seening this issue too? Using Chrome Browser Version 115.0.5790.111 

Is there away to apply a newly created rule to existing tickets. After receiving a few tickets and going in to add subtask we created a rule to create those subtask on new tickets. Is there a way to add those new subtask to those existing tickets without having to go through each one and create them?

Can a staff role have the ability to view “Asset Explorer” with a custom policy that will allow them to view thier own location assets. This will be for a site Library media tech. Dont want to give them Agent access to avoid them from interacting with techs working on tickets.

does anyone know how to configure an approval process for tickets?

Recently we were looking into our checkout process and one question came to mind and i've never tested it. Is it possible to have multiple people sign in to one account and do batch checkout? We would like to be able to do this for our checkout so i do not have to go to each individual account and promote them.

We’ve recently unveiled a new logo for our district, and I’ve noticed the old logo still hanging out in Incident IQ, how do I go about changing that? 

I have a dilemma which may require the collective brainpower of this community to figure out how to solve it. Currently, when a new contractor is being brought into a school, the office manager creates a contractor onboarding ticket,  The parent ticket has required fields like name, role, start date, end date - those fields are mapped to sub-tickets. The parent ticket is assigned to the building tech to deploy devices and the sub-tickets are for tasks like assigning badge access and adding the contractor to Campus (which triggers an automated account provisioning process).  This all works beautifully. Here’s my dilemma.  Once the building tech resolves the parent ticket, we don’t have a mechanism for knowing when the end date is approaching so we can arrange to get the devices back.  I suppose the building tech could put the ticket on hold and add the end date to the ticket subject and then watch their queue for when that date is near.   That ticket could be in their q

I’ve added a custom user field and set it for the student role. I would now like to map that field to data from our SIS data sync. Is this possible?I see my new custom field in User > Edit User. However, I do not see it show up under the mappings in my SIS app.Thanks.

I’m new to IncidentIQ so forgive me for asking simple questions… I’m an admin that wants to “jump” into an email conversation between the agent and the user concerning a ticket…  a simple “has this been resolved”? and I want to make sure it’s in the email chain on the ticket itself… is there an easy way to do that …? I’m not the agent or the requestor and I can’ figure out how to butt myself into the conversation 

Hey guys! What’s the best way to submit tickets on multiple assets simultaneously?Ex. multiple Chromebooks have damaged keyboards.

I know it's a long title, but it gets it all out there. We want to set up 2 or 3 surveys for our district.A random survey that goes out after every 10 tickets in the district (already done) A survey that goes out after a new user submits their first ticket. A survey that goes out every 6 months (the beginning and end of the school year) to every user, preferably every user that has submitted a ticket in the last 6 months.I don’t see many options for combining the filters and whatnot in a way that I can do this, but that might also be because I’m not looking in the right places. If anyone out there has done this or is interested in getting this done let me know!

We are looking to have the functionality to show tickets that have all completed subtickets or don’t have subtickets at all. Is there a way to change what operator a filter is using in the View Designer?

I am still kind of new to all of this, and had a few questions with rules.So can we force a rule to run after a ticket has already been made? a. We have a ticket where the rule didn’t populate the subtickets, even though it is set up like every other rule we have that is working just fine at populating these. I don’t know if it just glitched and is not populating, but it would be awesome if I could force the rule to run, just to see if it would work after the ticket has been made. Is there a way to have subtasks populate on a subticket that goes from one platform to another? a. We have an onboarding ticket that goes from HR to Ticketing, and the subtasks that we have in the rule do not translate over into the Ticketing side. I have added them, and they still don’t show up. I didn’t know if this just isn’t actually possible, or if I am just doing it wrong. Thank you all!