Skip to main content

Ask the Community

Ask a question, share a solution, and reach your goals–together!

1949 Topics
A
AThao 38030ce jacksonschoolsgaObserver
asked in Apps
Is there a way to change the time and frequency of syncs?

Our Google Devices, Google SSO and Microsoft Intune apps are only syncing once a day. We would prefer that it syncs twice a day around 7am and 7pm. Users are typically created before the school day starts, but our Google sync occurs at night which isn’t ideal if there are new student/staff accounts being created and activated the next morning. This sync issue is causing some students/staff to not show up in our user base until I run a manual sync. This is causing confusion within our school based techs. Devices are also typically enrolled during the work day and just having it sync twice a day would keep our inventory and users much more accurate and up to date.  I’ve put in a support ticket about it and was told this: “Unfortunately, this request can not be made as there is only one sync during the day on our end, and that is for all districts. This would be different if it was an SFTP like a OnceRoster SIS app where we could set something up like that, but in this case, because these

637
CThomas_iiQ
A
ARamirez 3471a7c pattersonObserver
asked in Tickets
Signature for ticket responses

Hello all , i was curious if there is an option to add a signature at the bottom of my ticket responses  in IIQ to add to the professionalism . Has anyone had sucess when doing this?

2134
Melissa_iiQ
STPittsinger
STPittsingerObserver
asked in Tickets
What is the purpose of the "Go to permanent ticket link"?

I was wondering what is the purpose of this icon?  

683
Kathryn Carter
K
KCortez 85384e0 udsdObserver
asked in Users
how to edit user roles

can I edit and or add user roles in Incident IQ?

1164
K
W
WFischer 676ca1 stcharlessdObserver
asked in Tickets
Adding additional fields into a ticket?

I am trying to move my district away from the current Google Form we use to submit order request and have it set within IncidentIQ. I have created a list of custom fields and created a custom ticket. Everything is setup there without issue; my question is related to a specific part of the ticket where we ask the user if they have any additional items needed. I want to know if its possible that when the user selects “yes” than an additional line becomes available to add the next item or do I just need to add a few lines to the bottom not required by the requester? 

522
PDonahue_iiQ
J
Specialist
jclarkSpecialist
asked in Other
Custom fields missing from custom views

As of this morning, our folks can no longer see custom fields as columns that they have added to custom views (all types). Anyone else experiencing this?I am submitting a support ticket - just wanted to see if we’re siloed here.

11010
nathaniel_lindley
Participant
A
AHoskins 7833f48 chindyObserver
asked in Apps
Exporting Google Admin data from IIQ Reports

We are using Google Admin with our IIQ. When making reports, I want to have the diagnostic information that is on IIQ in my report as well (Status, Firmware Version, OS Version, Platform Version, Last Sync, Last Enrollment). I am unable to get this information in a view. Is there any way to get this info for the report?

717
A
C
CRoth 77076eb olsdObserver
asked in Assets
Asset Creation

Is there a way to search for who created an asset in inventory? I would like to be able to check who has created assets at our organization but cannot find a filter or way to export the information other than going into each device and checking the timeline. Thanks!

501
AHolley_iiQ
C
CHoose 267b296 hflcsdObserver
asked in Other
Knowledge Base - Include GIF File?

Can I upload a GIF file into a Knowledge Base article? I would like to demonstrate steps as part of the resolution.  I have tried and the image is a still image. If it is possible, is there a size limit.

521
efoxworth_iiQ
D
DWaugh 68036e5 nemetroObserver
asked in Assets
Parts and models (Feature request)

2 Features desparately NEEDED for Parts inventory to be useful…. (Please correct me if these exist already)Ability to link parts with their associated models (like printer models to their cartridges/fusers) and see that in the Asset view.Ability to grab a part from inventory and apply it to an individual asset so we can count how many consumables an asset uses up. 

714
Kathryn Carter
hmezza
Contributor
hmezzaContributor
asked in Tickets
How do you update/edit your initial service request?

This may sound like a silly question/issue, but no one in my department (including myself) can figure out how to edit/add to the original request inn a ticket. Is it possible and, if so, how?

1767
Kathryn Carter
C
chadhuckabyObserver
asked in Other
Duplicate Tickets Created Automatically From Email with Rules

Our district has our copy machines send alerts for paper jams and supply needs as tickets via email. The biggest problem we have run into is that if a second paper jam occurs minutes after the first, that a second duplicate ticket is registered. Is there a rule that could prevent this?

956
GWeiland_IIQ
dbindschusz
dbindschuszObserver
asked in Tickets
Can followers see comments that are not visible to requestor?

Hello!We’ve started to have some confusion on what comments are visible to who in IIQ. We tend to add several followers to many tickets, including other agents, and external email addresses(to communicate to parents). I’m not 100% certain who can see comments when the comment is set to “Not visible to requestor”. Do all Followers see it? Is it truly just the requestor that doesn’t see it?Is it just Agents that are followers that can see comments set like this?Does anyone have any ideas? Thanks!   

29110
Kathryn Carter
A
ANelson 657a77b mcalesterObserver
asked in Other
Fee custom view

I am trying to create a custom view for each location to show how much money each user still owes in fees/fines.We apply fees for damaged devices to user profiles. The users are also assigned locations.I created a view with a filter for a specific location, a balance greater than 0, and specific grade levels. I then the columns are Asset Tag, Serial Number, Owner, and Balance.It is showing me the total amount of fees per user but not what the current / remaining balance is. For example, a user owes $50 but has paid $30. The view shows the user with a balance of $50. I’m not sure if I am missing a setting or filter or if there is some way to add a new “Outstanding Balance” filter. Please Advise  EDIT* This is using the Fee Tracker App Publisher by Incident IQ Team

314
EStapf_iiQ
N
NBrites 6073249 austinisdObserver
asked in Other
Vulnerability Management

Hello,I am wondering if any one is using IIQ for vulnerability management where identified vulnerabilities create tickets that enable tracking of vulnerability resolutions? This provides the opportunity to utilize the analytics created within IIQ to be used when asking for additional resources.Thanks!

1221
EStapf_iiQ
M
MStewart 580d802 montgomeryisdObserver
asked in Users
Mobile App

What permissions do I need to add labor to the mobile app? 

537
EStapf_iiQ
E
EPalmer 883df49 bvpObserver
asked in Tickets
Change/ Exchange option inconsistently appear in tickets

When tickets are submitted and we need to exchange a device to retire some times the option does not show up . I have checked the groups permission for the people that submit the ticket and the box is checked . Is there another place i should be looking ?

4310
Melissa_iiQ
A
Participant
AMeyer Greendale SchoolsParticipant
asked in Assets
Updating device locations when students switch schools

Figured a new topic made more sense than burying this in my existing discussion.We have Chromebooks with our students, and they keep their devices as they transition from elementary school to middle school & middle to high.Am I correct in thinking the following setup will work?At some point over summer, our SIS will send the new location info to iiQ (Pretty sure this is on us to “flip the switch”, if you will. I write out a rule to run at least once after this data comes over to assign the device’s location to the student’s location & push the changes to Google Admin I also double-check my Google Device mapping to make sure the OUs are mapped correctly.I thought the “Asset & Owner Location Mismatch” filter might be also be helpful, but nothing changed when I tested using it. Maybe I don’t understand how it’s supposed to work?

7810
Melissa_iiQ
A
Participant
akorkishkoParticipant
asked in Tickets
2/13 iiq issues (tickets not loading)

Is anyone else not able to load tickets this morning? 

667
A
Participant
D
Participant
Daniel PParticipant
asked in Tickets
The "Set Issue" drop down in ticketing rules is very confusing

Hi,I’ve been trying to create a ticketing rule based on certain keywords. Essentially, if an email comes in containing the “Parent Square” keyword, I wanted the ticket issue to be set to “ParentSquare > Other / Issue Not listed > Report an issue”. The screenshot below shows this category exists in our environment.  However, when I go to the rule and search for Parent Square issues, nothing shows up. Also, just to test, I tried searching for specific Parent Square issues, such as “Email not received”. This time it did find the issue:But for some reason the rule does not categorize this issue under “ParentSquare”, instead it puts it under “Classroom Management > Messaging issues”  Anyways, am I doing this wrong? what am i missing?Also, as a side note, the search function for issues is very, very slow!Thank you in advance.    

10310
Hannah Bailey
J
jmayesObserver
asked in Other
Individual agent reports

We like to run a report monthly for our Technology Support team showing how many tickets they created for the month. The report I run compared to when they pull up My Tickets from their dashboard is vastly different. Does anyone else do this? 

987
EStapf_iiQ
E
esamObserver
asked in Tickets
Issues with iiq - 2/11/25

Anyone else seeing issues with the platform this morning? Forms are not loading, jobs not running, pages loading slow…I don’t see anything on the status page yet so I submitted a ticket.

717
Kathryn Carter
C
Contributor
CLee 1176405 shakopeeContributor
asked in Tickets
Forms gone missing

Anyone see any forms having gone missing? All our forms are missing from designer.

282
Kathryn Carter
B
BLamb 143a1ff mwcsdObserver
asked in Users
Need to find students that don't have a device assigned to them

We are deploying new devices and have found a few students that don’t seem to have a device assigned to them.  Is there a way to filter users to show only those that do NOT have a device assigned to them?

563
Kathryn Carter
E
EHall 8973e4d husd22Observer
asked in Tickets
overtime logged

Why is all my labor being logged as overtime in the Labor Cost and Labor Logged?  What feeds this graphic?

456
Kathryn Carter

Badge winners

  • Incident IQ Administrator Certified
    JAdkins_iiQhas earned the badge Incident IQ Administrator Certified
  • Incident IQ Administrator Certified
    Reesa Azarhas earned the badge Incident IQ Administrator Certified
  • Incident IQ Administrator Certified
    Deborah Prosserhas earned the badge Incident IQ Administrator Certified
  • Incident IQ Administrator Certified
    ejones_iiQhas earned the badge Incident IQ Administrator Certified
  • Problem Solver
    CDay_iiQhas earned the badge Problem Solver
Show all badges
Terms & ConditionsCookie settings
Incident IQ logo

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

Corporate Headquarters:
750 Glenwood Ave SE, Suite 320
Atlanta, GA 30316