Ask the Community

During the step “need to Authorize Incident IQ with an account in Microsoft Intune that can read and write data in the system to complete the installation process.” The account used, is it just creating an application token for IIQ to use or it it saving the account used during this step for all future interaction between the two products?

We are a cyber school that a lot of our tickets are generated by the teachers on behalf of students.   No matter how many times we tell them, they still put in the ticket as themselves.   Then we have to follow up with them to see what student needs help and remind them about the “on behalf” part.   Its wasting our time and is dragging out the resolution. Is there any way to customize the ticket creation process and add in a splash page / pop-up / banner / etc?   Ideally a mandatory step that says is this ticket for you or someone else?   Thanks!

We are trying to check out Chrome Books to students. The pop box that we put in a student’s ID is taking a very long time to come up! Help

Has anyone figured out how to show users with assets but exclude asset statuses? I am currently trying to show all users with multiple devices but exclude devices with the status of missing. I like the way the devices combine in the user explore view. The issue is you cannot combine asset statuses with users. If I try to do this on the asset explore side I cannot sort by multiple devices.

Since data is exported from views into Excel format only, is it possible to add that format the Forms accetable attachment format?  Or allow export of data from views into pdf or doc format?

Our shipping department is not in IIQ throughout the day.   What is the best way to trigger an email to the shipping team that a ticket has be assigned to the team?   I know we can set up individual notifications but I want to avoid that and set up a rule.   Will this rule work should any time a ticket is assigned to the team shipping?   

Does anyone have much experience using Automatic Verification.  I would so like to use this to do inventory this year but it seems to have what I would consider a strange behavior.  If I set the automatic verification to 15 days it verifies the chromebooks that are assigned as long as that user has logged on...this is great.  However, it also verifies chromebooks that are not assigned as long as no one has logged into them.  That is not going to work for me because when we do inventory the point is to know where each device is.  If a chromebook is not assigned to anyone, I would like my techs to find it and verify it manually. Any thoughts or experience?Thanks,GlendaHEBISD

I am looking for some ideas for custom asset views. Can you post some of your favorites or some you have found most helpful?Thanks

Is there a clean and easy way to change the asset associated with a ticket from the original asset (say… the cart) to a linked asset (say the camera)? I’m looking for something like the ease with which I can search up other devices that are in the same room or assigned to the same user, but in this case I want other assets that are linked to the current asset associated with the ticket.

I am not sure if this idea is a good one but I figured it would be a good discussion. Every time I do a bulk change for multiple assets I only have on dropdown window to choose between all of the different fields we have available to change. My question is, would it be better to have check boxes of all available fields to choose from instead of one dropdown window? In my opinion this would make it far faster to choose the options to change. I look forward to hearing other thoughts on this.Thanks.  

Hello.  I am no longer able to see the Parts in my ribbon on the left.  I noticed that it disappeared shortly after the recent update.  I’ve cleared my history and cache per our tech’s advice.  Still not there and I have admin. rights.  Thank you.

All of our tickets from the system are gone. The only tickets showing are the ones entered this morning. Please advise

Hello, new to the community and new to iiQ. My question is: we have iPads and Apple Pencils that we give to teachers. The pencil stays in a special cutout in the case so it always travels with the iPad. Is it a good idea to link assets - the iPad and pencil? We do have occasions where we may have to swap out the iPad or pencil for a defect and will linking them cause any problems with that?

Is it possible to assign an asset to a “guest” user in IIQ or does the person I check out a device to have to have a defined user type (e.g.staff, student)?

Anyone have support survey questions that you use after tickets are completed that would like to share?

The staff users, which comprise the bulk of our users, don’t have permission to customize their dashboard and filter it by location. The filters that are there are zero help. Am I missing something in permissions that would allow them to filter it by location? 

Anyone having issues this morning?  My Open Tickets is just spinning.  It won’t load so I can submit a ticket to IIQ. 

I am building out a number of asset and ticket views that need to be shared across all of our agents, however only a few of my agents have the “manage shared views” link in the sidebar.   what controls access to shared asset and ticket views?

We have a business need where only certain people can submit tickets to our account management team. With the current configurations of IQ, I have a rule set with a manually maintained list of users, and if you are not in that set of users it sets the ticket status to cancel, and sends an email to inform you that you need to use your designated person. Unfortunately these users are just reopening these tickets and they are getting to our AM team. Is there a better way to restrict users from submitting certain tickets, or a way to make the tickets I close with this rule permanent. Thank you in advance. 

We added BrainPop as a Model for tickets and issues, and the corresponding KB Articles imported.   We don’t want all the default KB articles visible to anyone, they don’t apply but we can keep some of them.  Is there a way to turn off/on a single imported KB article or should we just remove the BrainPop Model from our catalog and add it back as a custom model?

Is there a way to run a report to show users who do not have a device checked out to them, AND be able to export the report?  

I was asked this question by a user today: Is there a way to run reports to see how many payments we took in this week? Any ideas?Thanx

FEATURE REQUEST:  We’ve been enjoying IIQ for a few years.  A new (August 2022) “feature” of IIQ is a multi-window process to add a part to a service/repair ticket.  Previously, we added repair part(s) via a drop-down menu on the ticket screen.  Changing part quantities was rarely needed but was a simple update to a text box on the ticket screen.  Now adding each part requires navigating multiple pop-up windows.  When we click on the Part tool we are REQUIRED to start TYPING the name of the part, e.g. "trackpad". Assuming the part you want is shown, you click the box containing the search result you want then click continue. If the part name is spelled or specified incorrectly you are given no choices. For example, searching for a "screen" reveals no results because we use the Apple "display assembly" term. This difference is easy to identify in a drop-down (multiple choice) list but not in an empty search results box. After

Our check-our process may be different than others, I don’t know.For various reasons, our students keep the same chromebook year over year.  We have found that the most efficient method of checking out chromebooks each year is to call the students down to the cafeteria by grade level, and then calling them up by name as we come to their chromebook in the stack.  For this to work, we have to know which student the chromebook belongs to before we call the student forward.In years passed, we have placed a physical label with the student’s name on each chromebook and case in order to make this work.  This is very cumbersome, and prone to error.  Because IIQ allows us to check in devices while leaving them assigned to the user, we felt this was an idea solution to our organizational problems at the beginning of the year.The problem we are running into as we try things out is that the Batch Check-Out requires that we scan the Student first, then scan a device t

Good afternoon,I noticed that my role of guests when completing the remote support ticketing form are able to view ticket details, but those email addresses whom are tied to a parent/guardian role are being asked to sign in. Further, those with the parent/guardian role are not getting an email from the system on ticket submission. I do have a ticket in with incidentiq on this, but I was curious if anyone else is seeing similar?-John