Ask the Community

We’re running into a challenge with permissions in Incident IQ. Right now, it seems like we’re creating a unique permission for nearly every individual/team, which is leading to duplicated permission levels and inconsistency.We’d like to move toward a more standardized approach, where roles are clear and easier to manage. Some staff/teams need full asset and ticket access, some need only ticket access, some manage parts inventory, and some just need the ability to submit tickets. We want to define a few core roles that cover these scenarios without having to create a new permission for every user/team.I’m curious: how have other districts handled this? Are there best practices for structuring permissions in Incident IQ, or templates for standardized roles that work well? Any strategies, examples, or lessons learned would be really helpful.Thanks in advance for your input!

Two custom fields in a ticket are now requiring to be filled in, but they are not marked as being required and they do not need to be required. When I go to edit the custom field, everything looks set correctly for it to not be required. Was wondering if there is somewhere else I should be looking or if I overlooked something?

Our district is new to iiQ and our admin team has created a few ticket templates. I have noticed several issues when working with these.When I (an agent) want to put a template in they can only be accessed if I submit ticket under the user. The templates do not even show up if I select an asset.In order to even do this I need to refresh my ticket system because when I click submit ticket under the user the system will automatically pull up the last asset I placed a ticket under and templates will not show.Assuming I have refreshed and I click submit ticket under the user, I can now select a template, but when the ticket is submitted it is not submitted on behalf of the user, assigned to me, or assigned to my team. I have to manually assign everything after closing out the user’s screen and the ticket will be in the background.My iiQ admin has assured me the tickets are set to assign them appropriately.Any ideas?

Did the labels get updated?  Label options are no longer showing up under Site Options.  They have also increased the size of the bar code and the asset# has shrunk even more.  It is barely readable now.  Is there anyway to fix this?  We can barely read the asset tag#.  

We have an SNMP monitoring system that sends notifications I would like to have their own Status in our system. When editing the “From Email” rules, the action for setting a ticket status is absent, but it’s present in all the other rule engine triggers. I’ve tried adding on “When Created”, “When Updated”, and “When Assigned” rules to hopefully take place after the email rule but I don’t get any to work. Am I missing something? What would be the best method of achieving this?

We are having an issue relating around the automation from site options for asset automation. We are using 3 of the 4 options available, When User is assigned asset, update asset to match owner location and owner’s room. We are also using When User location changes, update asset to match owner location.The combination of those 3 solves most of our issues when staff/students move around, but it does present us with a large issue that I am hoping to address and get fixed. We have a process where some students are given an obsolete Chromebook after X years of use/district enrollment. Those Chromebooks are processed for surplus and removed from our District inventory, but they remain in IIQ for tracking who we gave them to. In IIQ they are set to our Surplus location and then retired.The problem we are getting is 8th graders who leave the district with their Chromebook, then return later to our high school and the site options trigger their retired Chromebook to come back into service and

Is there a way to remove the “Stolen” option from the user window when looking up a student in Asset Exchange? 

I am unable to customize the icon when working in issues, but the icon doesn’t update when putting in a ticket.                                             Issue icons are visible when modifying issuesIssue icons default back to a folder when putting in a ticket. 

We’ve been using the Email to Ticket feature as part of some of our beginning of year workflows and have experienced some issues that I’d like to reach out to the community to ask about resolving or at least alleviating. Our current setup is this: Microsoft Form → Power Automate Flow → Outlook Email → Ticket Creation.  We are having to use this setup due to legacy forms being already dispersed to a large group and the fact that we cannot link directly to specific issues ticket entry types in iiQ when communicating with our teams at different sites. The issues we are seeing: When using Email to Ticket, the body of the email will only partially be delivered into the ticket details. Sometimes, the ticket will only contain the first word of the email body, which requires me to reforward the email to get it to create the full body.   Sometimes there are significant delays or no tickets created, despite the email being successfully sent. I understand that this is a technically tricky feature

Since there is no SMS notification option for agents, and since AT&T has shutdown their e-mail to text gateway (number@txt.att.net) and Verizon will soon do the same, I need to engineer another method of getting updates to agents via text.  I use Twilio from other monitoring systems to send SMS - how can I create notifications from IIQ to Twilio using webhooks or other API?

So, we have staff that are reassigned for the next school year, mid-way through the school year, or staff that serve multiple schools. I have set up a view to catch those tickets that put the Location as Unassigned, but how can I catch those whose Requested For location and Location differ? The example below shows how staff are trying to correct it by putting this information in Location Details. I’m trying to teach them how to Edit Location, but in the meantime, I need to make sure our teams go to the right place.  Thanks for any help you can provide.

We would like to set up our old tech-help@domain.com to forward requests over to our IIQ instance. I set up a rule to fire “When from email” and I added a condition of “To Email = techfwd@domain.incidentiq.com” and an action of “Approve ticket creation from email”.When I put techfwd@domain.incidentiq.com in the Forwarding section of the Gmail setup for the old mailbox, it sends a confirmation code. I haven’t seen that confirmation code come through in the form of a ticket. Is there something I am missing?

Is there a permission setting or something else that can limit an agent to only view assets for certain building/location? 

There are five fields that you can write to on the Google backend.Asset ID User Location OU NotesI know that through the Google Devices app, we can set filters to set an OU based on filters that are setup (and there is an FAQ article on this functionality).  What I want to know is, are there ways to set write-backs for the other four fields?  I have not been able to find any documentation on that.Thank you

Just out of curiosity, is there anyway to add date on the export with a variable so it doesn’t get over written?I do not want to keep changing the dates especially if it’s a daily export.   

Good afternoon Team, Question.  Has anyone else experience their custom asset labels not working this morning?  I tried printing some labels out, and I notice our whole label was different.  There is also a message under admin, site options stating that “Your district has a custom asset label created by Incident IQ. If you would like to use the asset label designer, please contact customer support to reset your custom template.”  I opened a ticket about this issue (6600) and the ticket has been claimed but I haven’t heard anything back yet since 11am EST.    

Is anyone having issues Linking/unlinking devices in Inventory? We go thru the steps & it goes thru but does not change. The Timeline shows it was done but anything unlinked or linked still shows up. This was working last week but appears to be a new issue for our staff.

Is anyone else having issues with asset linking?When we go to link assets it will say completed and show in the timeline but when we go back and check the linked assets tab the new assets are not linked.  The same thing is happening with unlinking as well.  

I am looking for a way to make a report\view of a certain Chromebook model that has had the Asset Tag field changed within a date range. I do not see a filter to look for the tag changing. Is there a way to get the information?

How do I add hyperlinks to this Email Body field for this rule we have in the Asset Rules section? There’s no markup toolbar… I would like the user to be able to click on the OS and go to the cooresponding instructions (i.e. Windows when clicked should go to that specific URL). Any ideas? 

So this isn’t making sense to me, but since nobody else has mentioned it I have to assume I’m overlooking something.We previously set up the Intune app to only create devices and update custom fields, just so we could get them pulled in. Like so:  Yesterday, I checked the “Update Asset” box to update the asset and custom fields so that we’re pulling in current usage data, etc. Shown here: That setting alone is causing the Asset Tag field in iiQ to be overwritten with the Device Name from Intune. So lucky me, I’ve successfully erased about 10k asset tags. We can work through that though… I don’t see anywhere in the options that suggests the device name is mapped to the asset tag field, and nothing in this guide mentions it either. I even tried manually setting the asset tag on one device again, and then ran a full sync again, thinking it was maybe a one-time thing… nope. Overwritten again.Intune doesn’t have an asset tag field that I can load these to and map in iiQ, so I don’t know how

Student needs two devices. one for school one for home can I use the same student code for both?

If this question has already been brought up, forgive me for digging it back up. Is it possible to create a ticket template (with the perk of being able to attach an asset to the ticket) but make it accessible on your dashboard like a quick ticket?

can I edit and or add user roles in Incident IQ?

It would be helpful to skip the model selection step when there’s only one option available.So the flow would be: open ticket > device/hardware > phone > Cisco IP phone (skip model selection) > issue.