Ask the Community

We’re in the process of rolling out iiQ ticketing to our district. In our previous system, we used teams in a similar fashion as we plant to in iiQ, however one thing that’s different is that we made team assignment required, and the agent had to be a member of the assigned team in order for the ticket to be assigned to that agent. I noticed that in iiQ this doesn’t appear to be an option. I’m able to change the assignee to any agent on a ticket no matter what team the ticket is assigned to. Is there a workaround for this?

We will be new at using this system this year. As we work out the scenarios and procedures we are trying to figure out systematically how to maintain record of loaners for DAILY “forgotten devices” .. I believe we only have two options:(1)  Manage them directly from the Spare pools or within check-in/out   (2) Create individual tickets for each student forgetting their device, then issuing the spare within the ticket.  We find option 2 the most time consuming and likely difficult to process.What is your process? Thank you in advanceMatt

Has anyone else been having an issue with spare pools where the dashboard shifts to the right and cuts off the check box. It is fine when we are on the first page but when we adjust how many things are on the screen or go to the second page it happens.  Here is a screenshot.  

We’ve recently switched to IIQ as our helpdesk. I’ve committed myself to doing the hard work of setting it up well from the start so we don’t lose effectiveness and efficiency over time. We’ve struggled a little getting use to a different layout. One thing that catches us is the granularity of IIQ. This is one on the reasons we liked it but we’re finding setup can be a bear. We recently realized that our Resolution Actions were set to whatever the issues defaulted to (which doesn’t appear to have any rhyme or reason). If we added issues, not even custom issues, no resolution actions were assigned. This was having a negative effect on how we were resolving our tickets.I found the article in the knowledge base “Editing and Creating Custom Resolution Actions” which helped me add some custom resolution actions and informed me how to update others. Adding Resolution Actions turns out to be quite cumbersome. After a consideration for my time and a discussion with my team, we decide

We have been using IIQ for help desk management and have separate remote assistance software. We have used TeamViewer in the past and are currently using Dameware. We would like to utilize remote software from within the ticket itself and would love any recommendations for currently available integrations with IIQ. 

I’m sorry if this has been discussed but I was wondering if there was an automated way that we could have a student’s account throw a flag up if they try to get more than two loaner devices per week.We have a massive problem where students won’t bring their loaners back and it’s causing a deficit in our loaner pool. This can lead to kids who generally use their personal device and need a loaner Chromebook for testing, unable to receive one due to none being available. We implemented a “2 loaners per week” policy to deter some regulars but it can be hard/easy to miss if there’s several kids in the room being helped. The limit we introduced has brought out loaner pool back to half instead of 0 like it was before.Ideally, it would be nice to have an automated system where we could limit the amount of loaners per week and it would automatically reset the “flag” at the end of the week. Certain limits associated with students who have loaners out for excessive amounts of tim

Starting today (Monday 3/20/23), email from IIQ for new tickets appears come from the ‘System Service’ account, instead of the user who submitted the ticket.  It was very useful to be able to see who the ticket was from in the inbox, without opening the message.  Is this a setting somewhere that can be changed back?  vs. 

Hello, When trying to import assets, iiQ skips all records with the message:  User does not have 'assets.create' to LocationId Also, some records say “Model is required”. That issue applies to items where we want to track the maintenance being performed, but there is no applicable model number for the asset. Any help would be appreciated.

I want to create an Asset view that shows recent assets I have attached to my tickets assigned to me? :S I just want it for the dashboard..lol Thank you for any help. 

HI,  Is there a way that you can allow users to only verify their own/assigned assets? Let’s say staff/faculty as an example. Not seeing a way to do this unless more edit rights are given. I do not see where you can allow verifications, but no editing.   Thanks,

Is there any way to make subtasks required to complete so a ticket cannot be closed without it 

We have a few district wide tickets that need to be put in correctly so they go quickly to the right Agent. I had accomplished this previously by naming them with a symbol at the beginning, so the ABC Order sort stuck them above all other Software issues. This seems to have changed recently and I can’t get it to go back up there. Any ideas on how I can fix this? It’s causing havoc to our Web Team and Safety Team.

I am attempting to set a rule that will automatically set a deploy date whenever assets are transferred from "in storage" to "in service." Although I have implemented this rule for devices that are "checked out" to a user, some of the assets are assigned to a particular room instead of a user.I am wondering if anyone has discovered a workaround to enable this feature to work correctly. Any guidance would be greatly appreciated!

Hello! We have two locations that have merged into one. Is there an easy way in iiQ for me to merge all of the ticket and asset data from one Location into the other?

Has anyone tried allowing students to put in their own tickets and use iiQ? If so, have you allowed for students to use and what has your experience been?

The guide for the Password Assistance app says this: The Send password expiry emails: Sends out an automatic email to alert users when their passwords are about to expire, based on the Active Directory password expiration date. We are resetting passwords in Google and Azure AD, but aren’t using the Local AD

Is there a method to checkout a device with “time allowed” and then have iiQ automatically send a “nag” for the user to return the device (when “time allowed” has passed)?

Each time we try using password assistant this is what we receive. Has anyone seen this before?Connecting to Local Ad to get list of users requiring a password reset on next login ** Getting list of password reset requests from IncidentIQ ** Sending byte(s) to GET https://jobs.incidentiq.com/apps/passwordReset/api/microsoftLocalAdSso/queue ** IncidentIQ returned list of 1 queued reset requests. ** The user was found in the core system [CN=Demo Teacher,OU=Test,DC=dlsd,DC=local]. Proceeding to update password. ** An unexpected error occurred. The error message is: Exception has been thrown by the target of an invocation. / at System.DirectoryServices.DirectoryEntry.Invoke(String methodName, Object[] args) at IncidentIQ.Connectors.MicrosoftAd.PasswordReset.Start(Nullable`1 CancellationToken) in C:\proj\Clients\Spark\ADSync\MicrosoftAd\

I am attempting to set up permissions for the librarians/sysops(essentially a site admin instead of district wide) and have most of it down, but when it comes to users, the permissions say they should only be able to see users at a certain site, however, it lets them see anyone. They just get a read only marker for sites that aren’t allowed. Is there a way to actually hide the other sites in the permissions?  

I’m trying to make it so an agent of ours has access to all tickets for a specific software we use, but tickets within our organization are linked only to physical locations.Is it possible to make this kind of role for an agent, or would we have to only have them listed as a follower on said ticket?

We are switching to iiQ mid-year with hopes to do our end of year device collection through iiQ. However, I am not finding a way to import fines that student’s acquired this school year into Incident IQ. How do I import fines? We do a device insurance program so we need to see fines acquired during the school year so we know how many times the device has been damaged when checking in the device.

I don't want Agents/Faculty to see other schools' spare pool groups. When my media specialist goes to Manage Spare pools, she can see every spare pool group created by other District media specialists.

Is it better to report bugs through the community or through IQ? Is there a current bug list that are being worked on?

I used to be able to view a student user and see which chromebook they last logged in to but recently that information has been removed. Is it on another screen that I’m missing? 

Chrome OS is imported from google admin and shows when I view assets individually, but when I want to export I can choose chrome os as a column, but only zero’s show populated in column.