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Our IIQ Agents are assigned to, and support, specific physical Locations. We have defined Rules when a ticket is created and conditions meet selected filter Locations. The Rules action is to assign the ticket to a specific Agent.Each of the Rules appears to be executed well, however, the Rule is evaluating and matching an asset’s Location rather than the ticket submitter’s Location.For example, if a user at Location A creates a ticket for an asset that does not have an Owner is associated with Location B, the Rule will assign the ticket to Location B’s Agent.How might we modify these Rules so these tickets are assigned to the Agent who supports the ticket submitter’s Location?

Is their any functionality for coding in names or other fields into tickets?  I’m thinking like %username% as an example.I’m trying to fine-tune what info is available for some of our notifications that go out to followers.  Namely, when a new student account is created, followers get an email for a ticket with the student’s temp PW.  I’d like to include the student’s username and ID (from IC) into the ticket info so they see those in the email as well. Right now, they have to click the “view ticket details” button to get that info - which as we may all know, is hard to get users to do sometimes! Alternatively, is there a way to adjust what is included in those ticket notifications? 

We are fairly new to iiQ and are a little lost on what the purpose of the asset verification is. Our thought process is that if we touch the device, label it and give it to the student, we have verified it both physically and in iiQ. This is also our first asset management system, so we are new to the idea as a whole. Just wondering if anyone had a little more insight on asset verification or maybe some examples of how you use it within your district.

We are a small 2 person IT Department for 1200 students. Do you have any recommendations on how you set up your Incident IQ? Any rules or custom fields you find beneficial? TIA.

One of my techs came to me saying that one some assets, not all, when you bring up the asset record, the submit ticket button is greyed out. I had them provide me an example and when I got to the asset and hover over the submit ticket button, it shows “visibility is disabled for this role”.  Can any tell me what is causing this? Thanks in advance or your help!Gary

Looking for a way to prevent users from being able to open tickets on behalf of another user but not seeing this in permissions anywhere.  Anyone know if it is possible to do this?

I was setting up a custom view and I wanted to exclude assets that were missing a value in a specific column I couldn’t seem to figure out how to exclude rows with null values.

We export our technicians open tickets to excel and provide a print out to them. We would like to be able to set the columns to what we need on our reports. Currently, the preset options for the columns are Subject, Priority, Status, Requested For and Assigned To. Is it possible to change the presets? This is what we currently see. “This export wizard allows you to configure what information to export to a Microsoft Excel Document (.xlsx)Settings ColumnsAdd column:Select or search for a column ... ADD COLUMNSelected Columns  Drag columns to change order SubjectPriorityStatus

I have gotten a few replies to my tickets to end users in which my response is clipped in the email as well as in the web interface. If I click to edit the ticket I can still see all the text and can remove lines to shorten the message in order to allow more of the response to show.Anyone else seeing this? Most of out district is using a minty fresh version of Chrome on Mac or PC. We’re trying to figure out if this is something we have control over. In my case, the cutoff is often midway through the line where I have entered their temporary password so the client either cannot see the password or it’s incomplete or includes dots. Using the Show More Lines button doesn’t help. 

I have a view for a Location to list the inventory there.It generates a list of 1500 items.How can I see the total # of each of those?I’m trying to balance inventory, but do I have to export this report just to get totals?Like75 keyboard/mouse combos 35 mouse 24 HP ProBook model 18 Macbook Air

Currently, when a device is assigned to a user the device label shows make and model of the device, location, and asset #. Is there a way to add additional information to that label? I am wanting the status to be included. Is there a way to change? 

I was wondering what field in GSuite everyone is using to map the School ID number to in IIQ? I was thinking of using the Employee ID field but I don’t see that as a mapping option in IIQ. Is anyone else mapping the School ID number in the Google SSO Application?

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

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?

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