Ask the Community

Every spring, many of our campuses provide faculty/staff with a list of items checked out to complete an inventory. When creating a view to generate a statement to print to individually hand out, it says it is not able because there is no cost or fee. When I try to export into an excel sheet it only pulls certain data and does not allow to add asset as a field. Is anyone else having this issue?Any help is greatly appreciated.

It’s it possible to filter a user view by Locked users?

I was wondering if anyone knows of a way to have the asset number for tickets be part of the subject line? Say I’m creating a ticket for a chromebook, I’d like to have the asset tag for that device be part of the subject line “Dell 3100 Chromebook [Asset Tag Here] > Hardware Damage> Cracked Screen” Any suggestions? 

I am wondering if there is a way to have tickets at certain locations assigned automatically to agents. In our district (as well as many others) specific agents handle the tickets for specific locations. Instead of me having to assign those tickets based on location to the same agents everyday I would love to have the ability to have those locations send the tickets to them automatically and have them pass off the ticket if it is not relevant to them.

I am looking for ways to more efficiently manage our student loaner devices, both for daily and long term loaners. Daily would be for students who forget to bring their devices to the school or forget to charge their devices. Long term would be when the devices are sent out for repair. We have three tech centers servicing nine buildings. We currently use a combinations of Google Form and IIQ to keep track of our loaners. My hope would be to process everything within IIQ.  

I’m trying to change the value in the Site Options page for “Sensitive Information Default Value” but no matter what I choose, new tickets have the option checked “yes” and it won’t let me change it. I’ve tried turning the site option to on, off, and not set, but there is always a check next to “Yes” on the ticket creation page. Am I missing something? Site options Ticket creation 

This should be a simple process, but at moment it is not. At our school, if a device is assessed a fee, it is assigned to the device and connected to the student that had the device. If that device is fixed and reissued to another person, there is not an easy way to pull the fee history in a CSV file as we need to send out fee emails to parents. So, for example… Device 123 was used by Johnny. Johnny broke the screen and was assessed $50 for the damage. Device 123 was fixed and reissued to Bob. When I look at the snapshot, I see that Bob has the device and does not have a fee. I need to pull up a bulk CSV that will show Johnny, his fee, the asset tag, model description, etc… that has the $50 fee. Is there a way to do this? Thank you!

Hi, I have been exploring navigation bar v2. It looks nice, but i’m failing to see any noticeable differences as far as features and usage.  Before v2 was released, I seem to recall the ability to group views was one popular feature requests, so I thought this would be a highlight in v2, but it doesn’t seem to be an option as far as I can tell?I wonder if users who have fully adopted v2 would recommend the switch, and what advantages they are seeing in v2 over v1. Thank you    

I have a script some of our agents run related to some stuff in Jamf (our mdm) that results in creating a ticket for the user, with their asset attached, and assigned to the agent who runs the script. This part works great. However, occasionally human error happens and the Agent has to run the script a second time resulting in a duplicate ticket.Is there an endpoint in the API that can tell me if a user has open tickets with their ticket ID? Or show me the tickets in a custom view that can get me the ticket ID?  I've found some info about views and tickets but not going so far as to let me inspect an individual ticket that way without already knowing the ticket ID ahead of time.I was thinking I could then either update the ticket that it was ran a second time (if possible) or at least alert the agent that a second ticket was NOT created because the first is still open and provide the number.As a novice shell script writer I am 100% open to the idea it's a

Custom Views are not showing up for me on the dashboard in the mobile app. They did at first when that feature was first added. Now if I add them that space they are in is just blank. If I put a custom view in, at that point and anywhere below it doesn't display.I thought I'd post here before emailing support in case someone had an idea of something I'm missing. I'm on an iPhone 14 Pro Max. I've deleted the iiQ app and reinstalled. Here are a couple screenshots. One showing how it’s set up in the Dashboard settings and one of my phone. 

I feel like I'm spamming the place with questions right now 🤦‍♂️ We used storage tracking for the first time today. Overall it seems to work well but we did come up to an odd scenario.If the page refreshes, or if you open a partial box, it does NOT seem to recognize that the box has been partially used.For example, I have a box named WHS 1 with 10 slots that are full (see screen shot). If I go to batch check out and tell it I'm doing box WHS 1  it does NOT show that those 10 slots are already full.  It seems to us since I picked an existing box it should show those slots as unavailable? I poked around site options but didn’t see anything. Has anyon

Hello,I Know I can run a rule simulation to see its application on a ticket.  I was wondering if there was a way to query tickets to see how many times the rule has run and those tickets it has been applied too?  Maybe it is there and I am just missing it. Thank you for any help! Mike

Is it possible to set default columns when creating new asset views? I often have to create views that have the same columns, and when I scan items in and use the bulk menu to put all selected assets in a new view, I have to manually go in and change the columns, like usual. Is there a faster way to do this?

Our staff can view assets assigned to them in their My Assets page. When they click on one of the assets, they can see purchase info such as price, funding source, purchase date, PO number, etc.Is it possible to hide that data?

The custom views for school sites (under tickets) show all applied settings which only show open tickets. If I select a school site through the dashboard, it shows all resolved tickets instead of just the current open tickets. It just recently changed and I’m not sure why. Is there a way to exclude all resolved tickets when selecting a school site from the dashboard? 

Like many schools, we’re using Incident IQ’s rules engine to enable the creation of tickets from requests sent via email.To do this, we’re using the “From email” trigger, as described here.That said, we’d like to expand upon this by also assigning subtasks to that ticket. This knowledge base article explains how to assign subtickets via rules; however, I’m not seeing the “create subtickets” option from the list of available actions when using the “From email” trigger:The “Create Subtickets/

Good afternoon! How do I change the Source for a model from Custom to Incident IQ Catalog?  Thanks! 

We have staff submit tickets, but we also have a call center in which techs create tickets for users and either resolve the issue or escalate it. I’m trying to come up with an idea for how to differentiate phone call tickets vs submitted tickets.One option would be to use tags and a ticket template. However, my call center techs prefer to search for the user first to see if they already have an open ticket or open the ticket by clicking on the device listed in the users profile.Not every ticket they create on behalf of a user is a phone call either. Anyone have a suggestion?

We recently distributed new devices to students and I want to create a report the details who has not received one yet. My work around is a user view-asset view combo, but it would be much more efficient to have the model filter added to user view!

Hello,I created a policy for chromebooks and in the body we have text boxes for students to enter information. My question is how can I save the text that was inputted. When the policy is signed and I go back to check the student profile, I see when it was signed but I can’t see the information that was entered.   Thank you in advance! 

When we have a crate of devices that need repair delivered to Central Office, the tech would have to, one at a time, look up each device, click the active ticket on that device, and claim it.Is there a good way to allow them to simply scan the tags of the assets and then, in bulk, claim the tickets for those devices?I wanted to make sure this wasn’t a feature somehow before posting an idea.

Anyone in here Call IIQ APIs From SQL Server Stored Procedures?

I have a ticket (#3581) open with IIQ Support, but it seems to have been abandoned as it hasn’t been responded to or had any communication (other than from me) in two weeks. This is a major problem for us and we need to figure out what happened with this ticket, and how to resolve the issue to which the ticket is referring.

When we first imported all of our assets, we created over 800 model mappings. Now that we have out systems working better, we would like to delete all of those old, outdated mappings. We would like to start fresh. Instead of having to go one by one, is there a way to delete all the mappings at once?

I was just reading through the Rollout Scout enhancements and I found it odd that the Rule requires the Automated verification to be toggled on. If we are physically checking in/out devices with Rollout Scout, why would we not allow it to verify on a physical verification policy? Having it only work on an automated verification seems like the opposite of what we would be doing when using Rollout Scout.