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Greetings,I am trying to create a shortcut for our Close Ticket/No Contact tickets as it will save time. I am trying to create the shortcut with the steps below:Shortcut -> New Shortcut -> Name the Shortcut -> Ticket, Add Comment I am looking to update the ticket with a comment in the ticket, though when I try this way, it is only letting me attach a document, not update the ticket with text.Is this the only way Add Comments currently work? We do have some shortcuts that update as a ticket comment/text though I do not see any properties to mimic off of those shortcuts. Anyone have any suggestions?Bonus points for updating the ticket with text and closing the ticket at the same time.

Hello,I’ve reviewed related links and posts regarding fee’s and payments but have yet to find a similar inquiry similar to my issue. Our District is in need of pulling a report by each school site to see which students have an outstanding balance of unpaid fee’s. Can you please provide assistance with how I can, if possible, run a quiry or report by site to see the total and which particular students have unpaid fee’s? This would be greatly appreciated as we are down to our final days prior to kids being out for summer break.  Thank you kindly!

Does anyone have a trick for deleting an Asset Group when the delete button doesn’t show up?I created a few groups, but wanted to delete them all and start over. When I got to the last one remaining, the “Delete View” button isn’t showing in the lower left corner as it should.Is this possibly a bug?

So we have launched our instance of IncidentIQ and we had a teacher ask a question about the ability for a teacher to disable a Chromebook via IncidentIQ. Our system that we are migrating from, we gave teachers the ability to disable a student Chromebook if there was an issue in their classroom. I looked at our permissions and gave faculty the enable and disable right, but I think I am missing something else somewhere because as a teacher I can’t find an option to do that. I’m trying not to give teachers rights that they don’t need, but I’m thinking this is a matter of trying to drive a tack with a large sledgehammer.

I originally posted this on Reddit, and it was suggested that I bring this over here to see if we might be able to get some more feedback on the issue.  (Original Reddit Post)Here is a copy/paste of what I put in that original post.   I realize that I may be asking for something that's just not easily done. We have an MSSP that uses ConnectWise, and we are finding that there are quite a few emails that we wind up getting sent from them. Most of the emails/tickets from them have to do with their analysis on emails reported via the "Cofense Phish Report" button, occasionally some emails related to intervention needed in regards to our EDR client that they manage as well.Since the emails regarding the Phishing analysis can be handled by more than one of us, plus it would be nice to have some analytics - we were trying to get it so that basically when the email/ticket was sent out via their connectwise, it would go into iIQ.Initially the two systems of course started emailing each other ba

We are going through all of our assets and models throughout our district and while trying to get everything organized for our summer inventory we’ve noticed that the default model for Apple TV (4th Gen) is set to the category “Electronics-Projectors” and we would like to change this to be Display Technology, however according to the documentation on the Models Tab there is no way to change this in the fly-out window. Is this something we can do in a different screen or is this a feature that will be implemented in the future?

As state testing begins en masse for our schools, we often need/want to verify that the Student Chromebooks that they have checked out to them/at home are at the required ChromeOS level to support state testing.But, only Agents can view the Asset details that show the ChromeOS.  AND there is no method to allow a Teacher to have a Custom View to see the complete inventory for the class.This results in manual reports being generated over and over again as we attempt to confirm that the Google Auto Update ChromeOS policies are working/updating in advance of the start of testing.Is there ANY permission that can be added to the Staff/Faculty that will allow the Asset details (ChromeOS version) to be viewed by Teachers?

I’ve shown users how to print the PDF of their work ticket after they’ve submitted it.How to you open an existing ticket and print it?

The Global Student Role doesn’t fit our needs, but it is Read Only.I’d like to set up a Rule to Automatically Add a Custom Policy for Students upon Student Account Creation in iiQ.I do not see an automatic method to do this.  Can it be done with webhooks?

Basically the problem we have in our district is that devices going missing happens often, but it can be a short-lived occurrence. Our librarians are very good at setting the asset status to “Missing”, which triggers a device lock, but they tend not to create tickets because the devices are often found within hours or even minutes of being locked therefore they don’t want to deal with ticket hassle.The problem this presents to us is we don’t have a good recorded history of how often any given student loses a device, which can be detrimental when discipline/remediation is required. I feel automating lost device ticket creation would be a win-win, librarians don’t have to do the extra work, but we’d still have a trail of who is losing what to support admins when needed. IIQ’s asset rules currently don’t allow for ticket creation based on device status for some reason. So I’m just wondering if anyone has found a workaround to this shortcoming, or what’s your approach. Thank you!    

We are working on adding a queue for all of our systems notifications.  Currently the health scan runs every hour and emails on a failure.  Is it possible to reject all subsequent tickets after the first is submitted, if the email body is exactly the same?

Hello! I’ve been consolidating a bunch of disparate Google Forms into IIQ thanks to custom fields. I have one in particular, though, where I want to limit visibility solely to principals. I don’t yet see a way to add custom roles in IIQ, and issue visibility toggles seem to hinge on that -- but, posing the question anyway: is there a way in IIQ to limit a particular issue to a subset of users beyond just the pre-defined roles?

We’re rolling out multi-factor authentication to our staff members next month. Even though we are hoping for an easy rollout, I want to be proactive in setting up a way for users to report an issue with this or if they have someone else report an issue on their behalf. Has anyone else gone through the process? Did you add Authenticator under User Accounts? It does not seem like there are default issues for this.I appreciate any help or direction.Thank you!

Hello! Can someone tell me what the intended purpose is of the “Assignment” field under “Meta Information” when editing Asset Details? The devices were bulk imported at the start of the year. I just edited the Asset Details of a Chromebook Asset Tag, but it is requiring me to enter some data into the field. Thanks! Scott Sandrock

We have some other agents (such as in Sped or library aides) who I have made custom ticket views for in the past because it is easier to just make the view then to try to explain how to make it.  But now I have a number of custom views in my list that I don’t use.Is there a way to transfer ownership to them so I can delete it from my custom views? I’d hate to delete it and it disappears for them too. Thank you, David 

Maybe I’m missing something, so I’m hoping someone has the answer. When looking at fields that I can map asset data to under “Incident IQ Apps > Manage > Data Mapping” - in the list of fields, PO Number is listed there and I have it checked to allow apps to update it, but when I go to do this with JAMF or Google, PO Number isn’t showing up as one of the fields I can map data to. Does anyone else map PO numbers from apps? If so, how? In our case, JAMF contains our iPad PO’s and it would be helpful to just have them write automatically overnight when the sync runs. I’m afraid to just write it in as a custom field and inadvertently create a completely separate field with the same name.

I have a custom mapping, but the mapping is no updating user fields. 

I set each of my parts to have a minimum inventory at each location and created a rule to send an email alert if parts drop below minimum threshold. I used this link:However, I’m getting email alerts for parts that are well above the minimum. See the below image:In the rules menu under “When these conditions are met” I set the filter to “Available at Location” and that’s it. There is another filter called “Quantity Available”, but I don’t want to set it with just one number because I have many different minimum amounts for each part at each location. Is this my issue, and if so, how can I set it to only send an email when the minimum number is met? Thank you.

We have many students who are entering tickets and will change the “Edit Requestor” to myself, the Agent. Is there a way to create a rule that when they do this that it would automatically set back to them and only them as the Requestor? I have other tickets that have rules associated to them and they will not fire off because I can’t select myself as the “Requested For”  filter option, it doesn’t exist.  I hope this makes sense.Thank you.

We are using the Deployment option in the Rollout Scount app. When I enter a device to be checked out to a student who already has a device it gives me a message, Maximum number of assets ( 1 ) for Student [NAME] are already in service.To continue, please authorize. How do I authorize?

Would anyone happen to know how to edit assets in bulk?  For example: Books.  If we have 30 of the same book, but need to edit all of them at once, is there a function for that?  Right now we have to click on each book one-by-one to edit all of them.  Extremely time consuming.   Deleting the assets, then cloning again won’t work because then we will lose data such as which staff books are assigned to.   Thanks for reading and helping1 

When a user clicks “Create Ticket”,  they are presented with devices assigned to them (which is nice), and below that is a huge list of device categories.   This list has 32 options!   Way too many.   How do I customize this list?    Thanks,

Is it possible to provide a user with a knowledgebase article that could resolve their problem before they submit a ticket? If they can fix it themselves, this might stop unauthorized tickets from being entered. Though I could be wrong, I seem to remember that the pre-entry prompt was anticipated during our onboarding.Currently, after a ticket has been entered, if a problem matches a knowledgebase article, a link to the article is displayed at the bottom of the page. This is only visible if you scroll down, but I'm assuming that it depends on the zoom level of your browser. At the very least could that post-entry link be moved up higher on the page so it is accessible if a pre-entry prompt is not possible?

Is there a way to recover a deleted part to keep all it’s usage history? I was trying to adjust inventory and accidentally deleted the entire part from inventory when just trying to cancel the adjustment. 

Though I didn’t see it included in the API list, I was wondering if there is an API for Kaseya. If not does anyone know if this is in the works? Thanks!