Ask the Community

Goal: Track devices left in a classroom and then turned into us without notifying the student. Teachers turn in chromebooks to us that were left in the classroom. I would like to keep track of that via a ticket incident but not notify the student that we have it. The student would then need to look for it and come and see us to pick it up. Is there a way to create a ticket on behalf of the student with a specific issue type and mute all email notifications? Maybe a rule?

How do I archive all of the yearly ticket and download them for documentation purpose?(similar to how you’re able to archive and download gmail/outlook emails)

Hello! We did our Google Admin Chromebook Asset bulk import to IncidentIQ and we have been entering asset data into the tickets and it’s been working great. Now that I’ve been through the process, I’d kind of like to just start over on our Chromebook import with as much clean Google Admin info as possible (When running the Google Devices Sync I have about 900 skips because there are assets conflicted over Asset Tag #’s already being used with a different Google Device ID). Can someone tell me, if I were to delete all of our Chromecast assets from the Asset explorer, will that remove the asset information from tickets that we’re already worked through? Or is there a better way to consolidate these devices by matching Google device ID? Thank you! Scott Sandrock

My assets are not importing correctly and now I have duplicate assets.  Can someone please help?

I have followed all of the steps for the email to ticket process. From my email, I am able to sucessfully submit a ticket via email with no issues. No other accounts (all included in our SSO) seem to be able to submit a ticket via email and receive a “could not be parsed” failure message

We are not able to create a new asset. We are also not able to create a new ticket. When we try, it shows as submitted and then instantly shows as deleted. When I try to put a ticket in for IIQ, It says the same...submitted and deleted. This is the only way I have found to let IIQ know about the issue.

Here is what I would like to do.   I recently added some custom values for our Backup Batteries.   One of the values is a “replacement date” which is a “date value”  I would like to be able to build some form of rule automation that runs Daily/weekly that will basically look at those date values, and if any of those date values are $NumberOfDays away that it will create a ticket, assign it to someone, to tell them that they need to order replacement batteries.   How can I make this happen?  Please and thanks!  

Good morning! I’m new to the IIQ Admin role and have been annoyed by a common issue when importing assets. First, when I “Add Field Mapping: SKU Number” it targets the field of “PO Number” for some reason even though that field has it’s own Target Field.   Then is there anyway on the backend to add the custom mapped fields so that when I do import I won’t have to custom add the Field Mapping? 

I started playing around with the Spare Pools by manually adding a device.  I would like to now bulk add more devices into a group.  I have all the asset tags for the devices, but I can’t figure out a way to bulk edit devices into a spare group.  My workaround so far has been to upload a csv with a column for spare pool that includes the Pool Name.  After uploading the file I noticed the original device is the only one still listed in the pool.  When I did a closer look at the import I noticed the original device had this comment.Does anyone know the syntax I need to use in the Spare Pool column for my upload so that I can bulk add to this Spare Pool? I appreciate your help!Nick

When a Student goes NoAccess, a Teacher loses the ability to assist Tech in recovering Assets since they are unable to view the Student.How can a Teacher (or last Teacher of record) keep the ability to view their NoAccess Student’s Assets.This only get more complicated by the fact that Followers cannot view tickets in the iiQ web interface (only emails).

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?