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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.

Is it possible to check out an asset to a room rather than a user? Each year we have teachers who change rooms but the assets stay in the rooms (desktops, projector, SmartBoards)

We are trying to figure out how/where is the forms manager app. We cannot locate in the administrator toolbar nor in the apps and integration page. We would like to use this feature to try and build out a ticket workflow, however we cant find it. Are we blind and dumb? lol

Hello, I am wondering if there is a way to move tickets from “Ticketing” and reassign to Facilities or Human Resources module?

Is there a way to add block off days in “Events” to prevent an organization from booking a day.For example we have rooms available for rent M-Fr 2:30-10, however July 4th we are officially closed and no one can rent any room that day.   Is there a way to block off a physical the day from being rented?

We are a K-12 using both the Facilities and Technology product concurrently. From time to time our users incorrectly place a ticket using the facilities entry interface as apposed to the technology interface. Is there a way to switch the ticket over to technology and vice versa without having to delete and re-enter the ticket? Thanks!

I have read https://incidentiq.api-docs.io/1.0.0/tickets/HfTCgXppZMSTyLytaI have been through: https://www.reddit.com/r/IncidentIQI have been dissecting this: https://github.com/GatewaySchoolDistrict/PowerIIQ/blob/main/PowerIIQ.psm1I have postman and python successfully querying for the tickets, but it is either not returning all the tickets assigned or I am not understanding out to return all open tickets assigned to the API user for a particular issueID:  "IssueId": "11c2249a-5a1a-ed11-a1f9-000d3a7e102a" I  want to use this API user and filter issue types for spe

I have been noticing that there is a very long wait time when someone checks in a device. No matter the hardware of the computer doing the check-in it take quite a while to check in or out a device. I don't know if there is something on my end that would be causing this. Could it be if i have asset updates being pushed to google?

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