Ask the Community

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. 

Is there an easy way to limit who can submit tickets per location? Our Maintenance department only wants certain individuals to submit tickets in their module. 

Hello,I’m new to the software, we currently just have the Asset module and I’ve been working on getting things setup. I know there was a discussion about how others setup cart environments but I wanted to follow up a little and ask a new off topic question.Currently I’m trying the “create a room” named my mobile cart and adding the Chromebooks, linking them to the physical cart which we have in the system as well.It looks great showing the list of 36 devices but we have them numbered and I was wondering if there is an easy way to look in a list view that can show a device name or custom field?I tried putting the device # under the Room which was called ‘specific location’ I’m not able to see that on my searches, to see which number each device is, I need to click on one and go into the device details.Reason this is needed is for our library that checks out our loaner computers, they are numbered and when one is not returned we disable them.  The library will let me know that #5 needs t

when a Ticket got resolved by a technician, it then immediately got assigned to another technician.How do i create a rule to fix that ? 

Hey, if I use the temple csv file and import it in, will incidentiq generate barcodes or it won’t because I am uploading the csv file.

Anyone else getting this problem? I have views set up for my HR ticket workflow and none of the custom fields for names/EID’s/Locations are loading. Upon checking other views for assets or tickets, only IIQ fields are loading, not custom fields. All these fields below should have information in them, but nothing is populating this morning. 

Is anyone using Fees Application to assign required annual payments for device insurance?We can easily add the fees for all users at a set time (although it would be nice to schedule sending invoices).  Two problems we are trying to solve now are:How to apply fees for any new users enrolled after the date when we initially added them to existing accounts. There is currently no way to filter on “Date Added” for Student Accounts. Have looked at using Rules engine as a possibility for solving this without any luck. How to manage fees for students that are enrolling for the first time and don’t have an account created until they actually complete online enrollment! Kind of a cart before the horse thing. Our only option here might be after the fact.Our best solution might be to not assign fees until after school begins and manually process the one-offs (all year long  ;~).The goal is for the fee to be paid prior to distributing devices and of course campus admins want them distributed on da

We’re looking for a way to export our list of spares from our Spare Pools. I was initially thinking to just filter down all the assets using the “Spare Pool” filter, but it doesn’t look like that filter exists any more? I know I’ve seen it in the past and there is another post that involves this filter. Is this a bug? Or is there another way to filter down assets to get stuff from the Spare Pools? The reports in the Spare Pools aren’t exactly what I’m looking for either.

Has anyone setup ClassLink OneSync API Events and Actions to create ticket of user account action?

Hello, Is there a way we can unlock and hide fields in Events? These are just two example of fields that are not needed in events. There are a few others we would like to hide as they are not pertinent for Guest users or organizations. Here are some of the others we would like to hide for them as they would just cause confusion. The organizations that we rent to would span multiple buildings.  School IDEmploymentGradeAssigned Rooms

Possible bug report - Turning off the Sensitive option in site options does NOT turn it off for the mobile app. I wanted to disable this on the mobile app and even turning it off and hiding it doesn’t hide it from the mobile app. 

I have created Ticket Templates. One of my subtickets (which is a template) has subtasks. When I create the ticket from the template, the subtasks aren’t showing up. This is the Ticket Template I have created for Certificated Staff that are resigning. The Device Subticket - does create a subticket like it should. However, this is what is set up for that template. There are multiple subtasks. However, when the Ticket Template for Resignation - Certificated (1st picture) is used, the subtasks for the Device Check- In are not being created within that ticket. Any ideas?I could create separate subtickets for devices turned in, but would like it to be all under that one ticket. 

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 those issues and agents.There may be a lot more that I’m missing in this plan as well, but any guidance is appreciated.

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?