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it seems I can’t get a properly consistent number when putting in unit cost for parts. for example I put the unit cost as lets say 100 for 5 parts. I had zero parts at the moment so its not two averages adding up. the average i get is somewhere around 99. I try to revise it to 20 for unit cost thinking I got it wrong, it happens but now the average cost goes to 4 dollars. I have to put some arbitrary number in order to get close to the average cost I want. It creates a discrepancy in our documents. maybe there’s some calculation setting im not seeing and if there is I’d very much like to see it.

Hello, Is there a feature in IQ where it automatically assigns a device to a user? For example lets say I have a new staff complete & sign an acceptable use policy form and then that assigns their device to IQ as an owner. 

We’re new to iiQ as of this year, and we want to import our outstanding and paid invoices into the Square module in Incident IQ so we can see if a student paid the technology fee when they pick up their device. Since we finished our onboarding to iiQ a little late in our enrollment process, we couldn’t invoice through Incident IQ. Is there any way to import all of our existing invoices into the Square module in iiQ? 

Is there any easier way to add item types to fee tracker. Can we get an importer please, or is there api access to add fees

I am hoping I’m overlooking something. Is there really no way to filter by the manufacturer. I created a custom field for tickets that I need to show up for any Lenovo device repair. I’m having to select all the Lenovo models we have which isn’t great because when we add new Lenovo devices to our environment we’ll need to come update these custom fields, rules, etc.

I am making my deposit and I don’t have a report from IIQ to show how much money I’ve collected this semester (January to June) so I can balance my books for accountability. How can I create a custom date report to show this information? What if I am missing a receipt from a paid charge and I don’t know it? HELP!

When verifying devices from the desktop site we can choose to unassign them which is handy as it makes sure we did actually turn in the device properly. However, when using the mobile app, it wants you to set the assigned person and doesn’t appear to let you unassign it.Am I doing something wrong? Can the mobile app verification process not ensure it is unassigned?If that is correct, would this be an idea request or a bug?

I think I know the answer to this based on what I read and the planned changes, but I want to confirm my suspicions.I want to give a site supervisor the ability to see all of the assets at a location. I tried giving them a new role with Permission to view assets at that location, but they could only see there own assets.Is the only way to give them this view right now to give them the agent role?(I even tried duplicating the permissions from there, but did not get the results I wanted.)Thank you.

Is it possible to have email to ticketing set up for facilities and then one for ticketing?

We would like our computer techs to add computer models and other devices to out IIQ system. How would we add this option.

I have added a new field to indicate that an asset should not be replaced when it reaches end of life. It is called “Do Not Replace” The field is identical other than name to a field which indicates whether an asset is assigned to a student or not. Both are yes/no fields. Both are assigned to assets in Ticketing.Both fields appear on the edit screen for assets correctly. Both fields can be filtered on. However, when I search for the Do Not Replace field either because I am using Set Info to change multiple assets because I want to add it as a column, it is not found. The Student Machine field appears in all cases.For the life of me I cannot figure out what I did with the Student Machine field that is different from the Do Not Replace field to cause the differing behavior. Any advice would be appreciated. Thank you.

Im trying to figure out a way to have new tickets that are assigned to me automatically print to my printer. We print all of our work orders for repairs and tape them to the repair. It would be nice if this was a feature, because we have a hard time having the teachers print their own tickets to put onto the device. Any Ideas?

Is there a way to change the default permission policy for a set of agents? We would like to change the default from the default agent permission to a custom set for our principals to view only, but the only way I see to change that is to go to each individual user.Thanks!

Hello. How can agents transfer a ticket to a seperate team and have it roundrobin and reassign to a new agent from that team? 

I would like to create an export that shows the Asset tag and the date it was created and who created it.  I see where I can filter by created date but I don’t see how to include created date as a column in the export.  Is that even possible?

About a month or two ago, tickets coming in for our SIS (we use Infinite Campus) have started requiring me to “Verify the asset” of Infinite Campus. I put in a ticket directly in the software to see why, but it was closed without resolution. Has anyone else been experiencing this? I don’t have any audit policies set up on software, or asset verification required in the site options for anything that is not an actual device.

If I unassign a chromebook in IIQ and then run a Full Sync in the Google Devices app, the AnnotatedUser field for the device in Google Admin still shows the user’s email.  However if I go into the Asset Details in IIQ and click Push Data, then it removes the users email from the device in Google Admin.  Can you tell me why the sync doesn’t remove the user’s email?

Hello, There is reference made to the Location Details being configurable.But, we see no method to be able to add any more information.We have a Location that has several areas.  How should we provide that information to Parents to be able to find the LocknCharge?  The email doesn’t provide any details.  

Hoping someone can help me out with a rule I tried creating.I set it up so that when a user adds the resolution action “Created ticket with the depot” it would change the ticket status to “In Repair (Vendor)”.So the rule is:Triggers on UpdatedWhen “Resolution Actions = Created ticket with repair depot” Perform ‘Set Status In Repair (Vendor)This works great...except...any time the ticket is updated, because there is a resolution action for ‘Created ticket with repair depot’ it changes the status which became apparent when nobody could resolve any tickets because the status kept getting changed to In Repair. I only want the rule to trigger at the time that the ‘Created ticket with repair depot’ action is added. I can’t see an option to make this happen.Any thoughts?

We have a user that needs to be able to see only one issue type/category in particular but we don’t necessarily want that user to see all tickets. I have tried everything that I can think of and can’t find any way to do that. Is there a way that I am missing or is this not a possibility?

Was reading a 9to5 Mac article and got an add for Incident IQ. That got a chuckle out of me.  

What is the difference between the “START FULLY SYNC” and the “PUSH DATA” buttons under Google devices? 

Our agents use several ticket templates. In the past those have always bypassed our regular ticket assignment rules because at the bottom of the ticket we have "Do not process any more rules" checked. This allows the ticket created to go to the agent who triggered it. One of them noticed this morning that those tickets are being created but are not assigning to the agent who used the template like in the past. Is this happening with anyone else? Did something change? Can it be changed back if something did?

I know when we were first setting up our site, we talked about being able to submit a ticket with a form in the initial parent ticket. So if we had a PD request, the user could fill out the form, which then goes straight to our agent to approve/deny the request. Or if someone needed to update their W4 they could just create a ticket and immediately fill out the form, instead of submitting the ticket and then the form being attached once an agent has worked it. Is this still in the works, or did it kinda die out?

I have set up the parts alert email the same way I saw in the knowlegebase article and I am getting alert emails with warnings outside of the minimum thresholds that I have set.   I have attached one of the emails I received.  It was saying I have low inventory of 26 when I set the minimum to 2. This happened when I transfered stock to a different building.