Ask the Community

Is it possible to use Rules to update a ticket status based on a follower’s comment? If any follower replies to “Resolve Please”, I want the ticket status to update to Resolved. We may change the trigger words, but I haven’t been able to find a rule filter to scan those follower comments. Is this possible? 

When I assign a device, I want to write to the Notes field of the device, “Assigned on (date)”.  Is there a way to insert today’s date in that field, maybe with inserting tags of some sort? Thank you!

I’m having an issue when using the iiQ Mobile App to scan device barcodes. I am using an iPhone 14 Pro, currently on iOS version 16.5. The iiQ Mobile App is on version 3.8.7.23052401. I’ve noticed that when I try to scan an asset, initially the focus is very blurry. However, if I move the device camera further away, the focus becomes more clear. I don’t have any issues with my camera outside of the iiQ app. Two of my coworkers using an iPhone 13 Pro do not have this same issue. Thoughts? Has anyone else had this issue?

Is there currently an option to have SCCM devices recently used linked to a users profile

I am trying to print a custom view of overdue statements.  I can select all of the statements and print; however, they are not printing one user to a page.  Can I change the settings so only one statement is on a page?

Is thee a way that we can set up an alert for a user? What we want to accomplish during our summer check in is to be alerted to a user that is checking in a device that is on our senior debt list? Any ideas?

I’ve had an inquiry from our business office to hop onto our system to use for business request to their office. I think this is very doable by creating a separate set of issues and making those employees agents in our system.My concern is that most of our current tech tickets come into the system via email submission. We have a domain address techhelp@ that auto forwards to tickets@ourdomain.incidentiq.com address.I would not want users to email the same address for tech and business office requests. I would want it set up so that if you need tech support, you email techhelp@ and if you need business office support, you email businesshelp@.We can accomplish this by setting both account to forward to tickets@ourdomain.incidentiq.com but I don’t know if the system can decipher the originating message in order to create rules to auto assign emails to businesshelp@ to

I have everything set up so that Students can only see the model of laptop they are assigned when placing a ticket & when they choose it they only see specific issues for that laptop, however, if they choose the “I don’t know the model” option, it shows them all the issues for all the other laptops. These could be assigned to a teacher or central office employee and so the issues are different and I don’t want students to see those. Is there an option to hide that choice or is there another way I can accomplish this? Hopefully that makes sense!

Is it possible to remove and/or rename storage units? Some storage units were accidently created while importing assets. I can’t seem to find a way to edit them.Also, it seems the only way to see a list of all storage units is during the process of selecting the storage unit filter? This should be its own dashboard and management page like spare pools.

We have a situation where we have students going in and canceling their ticket when it still has a balance outstanding.  Naturally we do not wish them to be able to forgive their own debt, it teaches a bad life lesson. How do we prevent students from being able to cancel their ticket, or a least specific tickets?

Hello! Working on a project. Currently, we don’t allow our site techs access to deleted items due to some issues we had in the past. I’m trying to create a tool that will allow them to look for a specific device and, eventually, leverage the /undelete API endpoint to do what it says on the box.I’m running into problems finding an API endpoint that will let me locate the device in question, however. When you use the search endpoints on a device that is deleted they are unable to locate the device. The undelete endpoint requires the AssetId, which is problematic because I’m not finding a way to get the AssetId other than knowing it beforehand.Additionally, it looks like there is an /assets/deleted endpoint which, I’m assuming, would return a list of all the deleted devices, but it returns a 404 when I send a GET request. Anyone have any ideas? Am I doing something wrong? Any workarounds?  Thanks! 

Is it possible to add a fee using a Shortcut

I use Powershell for updating device locations, rooms, etc. However, when I try to update the quantity on hand of a part, it does not reflect the changes on the site. If I do a Get to pull information on a part, the quantity on hand is updated, though. So I know the changes are occurring successfully. I’ve tried updating the modified date too but it doesn’t fix the problem.  Does the API doc need updated for this to work?

I am investigating the possibility of bringing on the IIQ Events module, but my main road block is that the Athletics department (Who handles most of our scheduling) is pretty committed to rSchool due to its integration with other schools in our athletics leagues.  Is there any kind of integration between IIQ and rSchool that would allow athletics events scheduled via rSchool to sync into IIQ Events? 

We’re attempting to automate the location settings for an asset based of the assigned user in Mosyle.  The sync works as expected for the user.  If you assign an asset to a user in Mosyle the changes are reflected in iiQ but the location doesn’t change.  I thought it would be under custom mapping and set that up (see the picture) but that doesn’t seem to change anything at all.  Has anyone else accomplished this? p.s. Bonus points if the location is cleared in iiQ when the asset is unassigned from a user in Mosyle!  

We are hoping to use the remote support ticketing app for parents to put in a ticket for a student’s Chromebook while at home over the summer.  We are testing it out and noticed that when the IT tech asks a question through the comments on the ticket, the guest will get an email saying a response is needed but they can not respond to the ticket.  When they click the link to respond in the email, incident IQ requires a username and password or Google SSO.  How can a guest respond to a ticket with the Remote Support Ticketing app?

We recently rolled out the Facilities module.  Is there a way to set a default landing page for Facilities agents?  Right now when they log in, they land in the IT ticketing side as staff members and have to switch to Facilities to work tickets.  I’d love to make their lives easier by taking them right to Facilities when they log in.  I don’t see a place to make that happen.

Backstory - I created a status called “waiting on agent” I want this to be set as the status when a requestor comments on their ticket. This way the agent can see what needs to be addresses. I have a rule that triggers on update when a requestor comments change status to waiting on agent it works for the first reply but after that the rule log says “This rule Change to waiting on agent when requestor replies has already run at …...” Anyway to make it rerun when those conditions are meet   Thank you

I say possible because maybe this is working as intended. I was doing some experimenting with updating a custom field via the API with the /assets/{AssetId} endpoint. Initially when running it I got this message back:  "Errors": [ { "Message": "Asset tag is required" }, { "Message": "Model is required" } ] Adding the Asset Tag and Model ID seemed to resolve both issues. I was also able to update both Notes and a Custom Field (experimenting with how I want to store a bit of info). However, I did NOT expect it to remove the Owner, location, or serial number from the asset. In the grand scheme of things I'll already have that information from earlier in my script I'm working on, so not a huge deal. But it's certainly not what I thought would happen. I would have anticipated only the fields I was referencing to be updated.

Is there an asset export option that matches exactly the import expectations? I certainly may be overlooking the option to do this. I do realize this is a small change, but it seems this data should flow out of and into IIQ seamlessly. I have setup export views to be able to export our assets, make changes to owners, etc. en masse. The import asset function requires slightly different header values than any of the export options. “Asset Tag” with a space is exported while “AssetTag” is the expected import value. “Model” is the only export value whereas “Model Name” is the expected import value. 

Is there a way to create a custom search with a filter allowing you to search for tickets with a specific follower?I work for a large school district and we have staff members with varying levels of computer expertise who are creating tickets for students. We regularly receive tickets where the only information concerning who the ticket is for, is by adding the student as a follower. These tickets are falling through the cracks when we look up the student and don’t see the ticket they created.I understand the need for end-user education on ticket creating, which we have been working on, however, we do see a lot of situations where substitute staff assume the ticket creation role. I would greatly appreciate any advice on how others address issues like this!

We used to be able to search through our assets with a wildcard joker of % as in %123456 and it would populate all assets that matched. Now it ignores this. The removal of the feature had to have been recent as I showed someone this feature earlier this month. Are there plans to bring this feature back or is it gone for good?

I am brand new to IIQ.  I initially did a manual sync and our device information and users assigned to the devices populated, but, since that sync:I am unable to affect a change in user information via a sync FROM Intune to incident IQ, or a push TO Intune from Incident IQ. Both show that they 100% completed but no data changes happened.   First try:  Changed the Primary user in Intune, ran the sync manually, and the Owner did not change in Incident IQ (I also tried just syncing the individual device with the change)Second try:  Changed the Owner in Incident IQ, ran the manual Push, and the User did not change in Intune.What am I missing?  

I see the option to ‘Add Rooms to Users’ in the Classlink settings, but what field in Classlink is it using? We’re pretty sure our rooms are not in Classlink. But, if we wanted to put them in there so they get pulled into IIQ, what field do we need to populate... or can we have IIQ get it from a user’s custom metadata field in Classlink?

We are no longer able to sync, as we are getting the error: Email_Password_Incorrect I have confirmed that the account we are using for the authentication is an admin account (“Leader” account) with the correct username and password, but we continue to get the error. We cannot sync. Not sure where I’m going wrong.