Ask the Community

The way our IIQ is set up, each agent receives an email every night for each ticket that has been open for a while and is awaiting resolution. So, last night I received 17 email notifications at 12:25AM with the subject line “Attention: Help Ticket Awaiting Resolution.”I can’t find anything in the administration settings to change this notification setting. Can someone tell me where I could find this? Thanks!

Hello,We love the Google device integration that exists with IIQ that allows us to disable / enable a Chromebook from within the platform. Likewise, I love the new rule engine feature that allwos me to automatically disable a Chromebook the second I change it’s status from In Service to Missing or Stolen. This allwos bulk disabling of devices vs manually clicking the button for each device. Anyhow, we have a small fleet of old Windows devices that we just converted to CloudReady/Google Flex devices. Basically they now primarily function as a Chromebook and appear in Google Admin but we do not have the ability to disable / enable them or get any of the data passback in IIQ like they were a “true” Chromebook. Does anyone know what fields need to be updated in order to get this syncing? Is it possible? 

How can I create a custom view for all open incidents that are not in a work package?My current “All open incidents” view is a bit cluttered with many things that are honestly being tracked via work packages. I would love a view to see all of my incidents assigned to me that are NOT in a work package. Is this doable?  Thank you. 

We have Microsoft Onsite Active Directory (v2) IIQ App installed, however when our staff change their password, they lose access to IIQ.  We had our sync setup to run dialy, but since we have over 2000 users, not sure what best practice or suggestions are for a sync schedule.  I was looking at running every 30 minutes, but was told we should not.  What is everyone else doing, or are you just telling them, that after a password change, you can not use IIQ for until the next day?

When I go to search model in assets I have noticed it is only pulling the first word. IE “Acer Chromebook” if I search Chromebook, it does not come up. Is there a special character that I can include to search the whole field? I’ve tried * and +. Other ideas? Is there one at all? 

Is there a report for showing the timeline of tickets? We have rules that assign tickets to local agents, but my helpdesk is always reviewing tickets and cherry picking tickets to resolve or re-assign.   My CTO wants a report to show what tickets the helpdesk has taken over, and from who and where.   

Is it possible to make filling out the “describe your issue” box required before a user can submit a ticket? We have many users that ignore this box because it is not required and therefore we don’t get as much relevant information about their issue as we would like. Is this possible in any way?

What is required in the headers and body for the following api:https://site.incidentiq.com/api/v1.0/profiles/{userid}/picture

Perhaps I’m missing it, but is there a filter for the request details field in a ticket? We sometimes have users that don’t place the request into the correct issue, but add a note in the issue description field.

How do you set the dashboard to bet the first view when they first login instead of the view they last were at?

Is there a way to confirm what account is being used in the Intune integration app? I see the ‘reset’ button which looks like it triggers a re-authentication.

I have many times been successful doing bulk import on assets to change owners; however, recently we decided to create “owners” for rooms so we could check out to rooms instead of placing them in a room in the location field option to better be able to see what is in a particular room.  I was advised to use Guest role for these accounts, but when I try to bulk import, these guest roles accounts cannot be matched and do not show up when manually matching.  I was able to get around it by changing roll to Staff, uploading and then changing owner role back to guest, but that is less than ideal.  No problem finding guest owners individually to check out...just in bulk. 

Hello,We started using IncidentIQ in August.  I am just now working on linking Chromebooks to Carts.   I have gone through and created a number of carts and linked Chromebooks to 3 of them.   Before I go further, I want to start testing some features to make sure I am doing this correctly before fully implementing.Does anyone know how I create a filter to select all of the chromebooks that are linked to the cart asset.  I can find how to select the cart easy enough, but don’t know how to select all of the devices linked to that cart.Ideally, I would like to create a Google orgUnitPath Translation Map so that any devices linked to a cart are automatically moved to an OU for that cart. Thanks,Pat

As the Admin, I need to periodically create a report for a specific Agent which includes all the data about a ticket including including the “comments” thread. I can find every filter to include in the view to get ready for export but NOT “comments”. Help please.

For our district, we have the Google Devices integration with IIQ set up. We have filters set up so that IIQ writes the device’s OU back to Google Admin based on the location set up in IIQ. After we set this up, we found we had a problem - our school nurses have a small set of Chromebooks in their office that need to be kept in a special OU in Google Admin so they receive a custom configuration. With the way things were set up, these Chromebooks were being moved into OUs based on their location and thus lost their configurations.I attempted to correct this issue by creating additional filters so that we could map those specific assets back to the nurse’s office OUs. This has worked very well so far, but two Chromebooks in particular keep slipping out of the OU I want them in and going back to the OU based on their location.Here’s a screenshot of the sync history for one of these two Chromebooks. Over the past month I’ve repeatedly attempted to manually correct the OU i

Is there a way to add a note to multiple assets at one time?  For example, I had some assets stolen during a break-in and would like to put in the notes the reason they are marked stolen.  I can go into each asset and type a note, but it would be much faster if I could put it in for multiple assets at one time.

Is there a way to create a custom rule to send asset details along with the description of a ticket to a specified user\email?Example:When we need to order toner from our vendor they require the asset number, serial, model, manufacturer, along with what is needed. Currently we utilize a google form to accomplish this. I would like to utilize IIQ so that we can have better visibility. Any help would be greatly appreciated. 

How do you work with Asset Models that we don’t have Serial Number or barcode?   Can you?The need is we have Audio Equipment in classrooms, and we did not want to inventory the Serial Number and we did not put Asset Tags on them.   I would still like to know which rooms have the Audio Equipment by location and allow a teacher to submit a ticket with an issue related to their Audio device.   For example, “my audio enhancement in Room 12 at School is making a hissing noise”   I want to track that it was an equipment problem, but don’t need to know the serial number or asset tag.   does that make sense?  or should we go around and collect the serial number and put asset tags on every device?Thanks,-Nathaniel 

As a people manager, I’m try to find ways to support and provide targeted feedback to me team. Is there a way to filter tickets, create rules, or fire surveys based on the criteria of ‘X’ user or agent is a follower? I know I can create a filter for these things where I am a follower, but I’m falling short in finding a solution for these other scenarios.

I was wondering what filters you use to view all fees collected through fee tracker and no other souce but manually entered. Thank you 

We see you now have https://www.incidentiq.com/apps/lockncharge LocknCharge management mintegrated.   We have AnywhereCart lockers in our district https://www.anywherecart.com/products/ac-locker-24-rfid/ Is there any. thoughts on adding this to the IIQ system?

Is there a way to export the locations with room numbers. We currently are adding room numbers from our SIS.  However this is only bringing in classrooms. We would like to also input non-classroom room numbers but don’t want to duplicate them.  

Hi I’m having a problem updating a few Custom Fields I created for my users. I’m using the Import template spreadsheet provided by iiQ. I am matching the iiQ users up with their ID number and omitting the first name and last name, email, usernames fields. But I’m getting this error “listed below”. I didn’t think that I need to include the users: emails, names, and usernames when updating to a Custom Field and matching just the ID numbers?Any help you can provide would be appreciated Ps: Is there a way to copy error information to the clipboard because I see that I might have not gotten all of it. hence the … at the end of the error code :: Error executing Sql because 'Cannot insert the value NULL into column 'FirstName', table 'iiq-prod-sqldb.dbo.Users'; column does not allow nulls. INSERT fails.'; at jLib.Db.SqlHelper.ExecuteX(DbConnection SqlConnection, CommandType CommandType, String Command, OrderedDictionary`2 Parameters) at jLib.Db.SqlHelper.

The list of issues for can sometimes be difficult for a novice to navigate.Does iiQ or any partners have an interactive decision tree entry point for tickets/issues?  Something that is a bit more intuitive.

Is it possible to grant access to the analytics explorer with someone having the admin role? I would like certain agents to be able to access the data but only that area. Not any other areas of admin.