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1891 Topics
N
NazariObserver
asked in Apps
How to re-add an app that was removed?

I would like to re-install a learning application app that was removed. When I navigate to Apps > Browse > and search for the app, it is no longer available

193
AHolley_iiQ
MHobdy 4205000 forneyisd
MHobdy 4205000 forneyisdObserver
asked in Tickets
Is there really no Created Date column available for Ticket Views?

I need the data point for when a ticket was created - does this just not exist? 

312
EStapf_iiQ
ZGarber 4208988 glshelp
ZGarber 4208988 glshelp
asked in Tickets
Age of Ticket in Days

Hi All,I have always been able to see how old a ticket is in terms of days old. However, as of today, I can no longer see the age of a ticket in days. I can see the submitted date, and can do the quick math, but it was nice to be able to see a day count on the tickets instead of reading a list of dates. Does anyone know how to bring this back? I looked at columns for a bit and didn’t see anything that worked.

321
KellenH_iiQ
TCummings 9174959 juhsd
Contributor
TCummings 9174959 juhsdContributor
asked in Users
Custom Permissions to prevent level 1 techs from seeing level 2 and 3

I have an issue where when a ticket is in level 2 or 3 or assigned to manager, we have reasons we want them to stay there and a over zealis level 1 tech assigned the ticket to themselves and works on it, sometimes we are waiting on the “go ahead approval” or have other factors, etc where we don’t want this to happen. I have tried making custom permissions but I cannot seem to achieve what I want.Does anyone have an idea how i can solve this?I just don’t want level 1 agents to be able to either see or assign level 2 and 3 tickets to themselves.  My main concern which i have seen happen many times is we send a level 2 or 3 person to actively work at a site on an issue and the level 1 person just takes the ticket and starts working on it at the same time, this is something that we would like to stop. When we had web help desk it was possible to make certain ticket categories or level not visable to other levels. 

3196
KellenH_iiQ
G
graeme_godzykObserver
asked in Integrations
Aspen OneRoster sync failing nightly

Hello,Is anyone else experiencing a sync error with Aspen OneRoster csv and IIQ?  We had been using the same zip file containing 8 csv files, but after 12/12/2024 we are now receiving a sync error.  ERROR: Error converting value 11/16/2025 12:00:00 AM to type 'System.Nullable`1[Spark.Shared.Datatypes.Date]'. Path 'Entity.PasswordExpirationDate', line 1, position 3770. Support is saying that the manifest.csv and demographics.csv and this should work, but we had been sending the files over prior to this date without issue.  I also manually removed the files and uploaded via FTP and still received the errors.

325
Kathryn Carter
D
DLosavio 26348a2 catholichighObserver
asked in Assets
Device Assignment Ban\Disable

We have a user that has repeatedly broken our rules and is at this point no longer allowed to have a device.  Is there a way to make it so that no one can assign a device to his account?  Can I disable his account but still keep the history in the event that we decide that he can have a device again?

385
Melissa_iiQ
J
JRerickObserver
asked in Tickets
Quick Ticket Based on Permissions/Rules

Looking for some help/guidance on this one.I’d like to build a ticket/quick ticket that can only be seen by building principals and agents for student information requests (eg filtering or email history). That way, I don’t have teachers or staff asking for that data and we can create a proper channel of communication with the requests.Anyone had success with this before?

333
GWeiland_IIQ
B
BStraub greenhillsschoolObserver
posted in Integrations
Knowledge Base alternatives or integrations

Has anyone else struggled with the built-in knowledgebase editor in Incident IQ? It seems to be great for basic how-tos and long step-by-step lists, but the tool appears very incomplete and buggy at times. There are a number of things that we’d like to contribute to the already-large ‘Ideas’ pool that seem like they should be here already. Migrating our KB from Freshdesk has been a visual and functional step down and very difficult to bring over.  That said, how did you handle creating or moving your knowledgebase within Incident IQ? Do you have integrations with paid or free documenation tools that you like, or do you just link your docs out to another platform? If it’s not in an integration, how do you make the most of the editor? In our experience, it’s rather clunky. We favor Google Docs-based documentation because it gives us great formatting capabilities for our end-users, but adding more links and clicks to the user experience isn’t always practical depending on the audience or

681
Kathryn Carter
DMcDermott 15349b5 lawtonps
DMcDermott 15349b5 lawtonpsObserver
asked in Assets
How to download the "Timeline" history of an asset?

I need to provide a report to our wonder government on the complete history of multiple devices. i.e. Chromebooks and iPads.  My problem is that when a device is returned and reissued, the date the device was assigned to the new owner is overwritten from the past owner.  The tracking information is only available in the “Timeline” of that particular device.  So far I have not found a way to download the “Timeline”.  Please help… :)  I really appreciate any help you can provide.

546
Melissa_iiQ
T
TCunning 583467e pfisdObserver
posted in Integrations
SCCM - Verfication of user?

Looking for any assistance from another district that is using MS SCCM Devices App successfully for Audit purposes…Support states it has to match on name, but we do not have “names” in SCCM, only ID number.  ID numbers are unique, unlike names.  If you are successful with audit and SCCM, what exact query field are they matching on?

705
Kathryn Carter
K
Kyle MurphyObserver
asked in Assets
Linked Asset timelines

When working with Linked Assets my district mainly tries to use this feature with Chromebooks linked to the Chromecart they exist in out in the field. On the Chromecart side of the Linked Assets you can look in the timeline to see devices that have been linked and unlinked but on the Chromebook side of the Linked Assets you do not get entries into the device timeline for when it was linked and unlinked. Is it possible to make a Chromebooks timeline show when it was linked and unlinked from assets?

323
Kathryn Carter
S
sanchezl2Observer
asked in Tickets
API for adding ticker follower

Is there an API for adding a follower to an existing ticket?

382
Kathryn Carter
R
RJ-92Observer
asked in iiQ Facilities
Open Ticket Based on an Assets Custom Date field?

We want to setup tickets to automatically be opened when a maintenance due date is coming up for a given asset. Example:Custom field (date): Inspection Due DateWe cannot seem to automate tickets to be opened when the inspection due date is <30 days away. Mechanics need to manually check the asset data to know when maintenance tasks like this are upcoming for any specific vehicle. This seems like a pretty big shortcoming of IIQ facilities with regards to asset maintenance

282
AHolley_iiQ
A
ADavis 6209d1b acsd1Observer
asked in Assets
How to set an Asset filter that will compare two specific fields.

Is there a way in Asset Explorer to search for discrepencies between two different fields that should match in our inventory? For example we are wanting to locate a list of all our Chromebooks in inventory that do not have a matching value for Serial number and Asset tag? Is there a way to design a Custom Field in Admin for that purpose, etc? Thanks - ACSD1 Technology

391
JustinRaynor_iiQ
C
CAdmin 1931ef0 frcsObserver
asked in Integrations
NinjaOne API to connect IIQ

Hi, We are just new users for IIQ and I’m hoping to ask fellow IIQ users if one of you have tried to use IIQ API to NinjaOne API to pull the data for asset management rather than doing a manual upload.Thank you in advance.

201
Kathryn Carter
bwilkerson
Contributor
bwilkersonContributor
asked in Other
Cost of Materials (not parts or labor hours)

Sorry if this has been asked before but I am looking for ideas on how to use IIQ to track material cost.  This would be a bit different than part cost or labor rate costs.  Here is the example in my organization.  We have an in-house graphic designer that makes posters and signs as part of his other duties.  I was looking to see if there could be an easy way to add the cost of materials such as paper, ink and toner to the ticket that can be used for analytics and tracking later on.   The issue we find is we will get requests to make large posters or print many signs and right after everything is printed someone will come with a last minute change or addition requiring everything to be printed again.  We are told over and over to cut costs but trying to explain that this behavior of last minute changes is a primary reason costs are so high does not check with the ones asking us to cut costs.   I just want to have some hard data to show and if a job has to be printed multiple times we co

323
EStapf_iiQ
C
CHenneke 76364f2 mvisdObserver
asked in Tickets
Ticket view access

Hello everyone Reaching out to see if this can be done. I would like to setup to where techs/agents can only see the unassiged and tickets assiged to them, but thats it. TIA  

533
Kathryn Carter
MPeters 48079a4 stjacademy
MPeters 48079a4 stjacademyObserver
asked in iiQ Facilities
Facilities module integration into a current IIQ instance

We are currently using IIQ Ticketing and Assets. Our Facilities department is considering moving to IIQ’s facilities module. I’ll be assisting in this and had a question. The facilities department is interested in email to ticket creation. We currently are using this feature in ticketing and I was wondering if the facilities module would be able to have a different email address for ticket creation that could be separately enabled/disabled. Any insight would be helpful. Thanks!

311
EStapf_iiQ
J
JSanic 607fe2f friendsObserver
asked in Tickets
Ticket date to calendar

Hi Is there a way to add any Ticket due date to the incident IQ calendar?

564
GWeiland_IIQ
A
ABaker 813353e southcountryObserver
posted in Other
Tagging/Comments, Date Restrictions, Event Rules, and Outlook Integration

Hello,Thank you for all your help here in the IIQ Community.Please bear with me as I get more acclimated to our system. I apologize in advance for the length of this post—I'm aiming to be as detailed as possible. If anything, this helps me organize my thoughts for our IIQ rep.Below is a summary of issues reported to me by users, followed by potential solutions I’ve identified for handling them in IIQ, as well as options I may have as an admin. I’m curious to know what’s possible in IIQ and what I can manage on my own without always needing to involve IIQ support.1. Event Denial for Specific Dates (Principals Denying Dates)Problem: In our previous system, principals (or any approvers) could view all event dates in a request and deny specific dates within the request. In IIQ, they are unable to do this. For example, when conferences are happening but not in the cafeteria, principals may want to deny outside groups from booking the space on specific dates but not block the entire event.Fo

374
A
A
ABaker 813353e southcountryObserver
asked in iiQ Facilities
Routing, Calendars, Manual Toggle, and Shortcuts

Hello,I’m new here and grateful for this resource. I’ve been advised to start a new topic regarding some ongoing issues with our organization’s setup of Incident IQ after the initial implementation. Some of these issues were raised with Incident IQ support previously, but from what I understand, they weren’t fully addressed or configured as planned. I’m coming in at the end of this process, so I wanted to outline the key concerns.Here are the main issues: Routing Pathways: We need to create missing routing pathways to ensure events are routed correctly for both pending and approved organizations. Calendar Integration: The calendar integration needs fixing so that manually approved events display the correct approval icon on the calendar. Manual Toggle for Missing Organizations: We need to finalize the manual toggle for missing organization names. This will allow admins to process events without requiring organizations to resubmit their requests. Shortcut Routing Issues: There are

9416
A
J
Participant
jo.cpaParticipant
asked in Tickets
API - Create ticket with Follower

Looking at this documentation to create a Ticket and add a Follower at the same time.https://apidocs-cdn-g84-useast2.incidentiq.com/docs/v1/c2063c5b4a522-submit-a-new-ticketBut, I’m unsuccessful.  Is anybody able to accomplish this?I’ve tried“TicketFollowers”: “UID”“TicketFollowersUserIds”: “UID”“TicketFollowersUserIds”: [“UID”]

649
J
K
kcullenObserver
asked in Tickets
Monthly Ticket Report

Is it possible to have a monthly ticket report automatically generated and sent to specific users? We have a need to have a monthly report generated that shows all the tickets entered in a given time frame and ticket status/resolution.  

594
Kathryn Carter
C
Craig EllisonObserver
asked in Tickets
Can't Delete Ticket with Required Action

I was testing “required ticket actions” to force the agent to change issue type from “Other and Not Listed” to the correct issue. The action appeared on the ticket, but I couldn’t confirm that the required action took place.I updated the Issue Type to the correct one and confirmed the issue, but I still couldn’t “check the box” or “refresh” the ticket. I then:Removed the required ticket action from the rule—no change. Deleted the required ticket action—no change.Now, I have a ticket I can’t resolve or delete, even through bulk delete. Any advice is appreciated. 

601
Kathryn Carter
J
JGraham ASDK12Observer
asked in Assets
Filter - Asset Recent User Mismatch

I’m trying to apply the Asset Recent User Mismatch filter to an Asset View of Chromebooks that I’ve created and the results returned are far greater than I was anticipating. Does that filter pull only the most recent user to login on the device or does it pull all users that have logged in at some point?

322
Kathryn Carter

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Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

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