Ask the Community

We’re going to be attempting to upgrade several hundred machines to Windows 11. I’m using a combination of SCCM Reports and PowerShell to filter and extract the workstation names that need to be upgraded.I’m wondering what functions in IIQ would make sense to hold this data.Work packages Templates Something else?If this is going to be scalable, it would need to be automatable through a CSV upload of some sort too.-Marcus

I am trying to update ticket statuses through the API. The rest api documentation seems to have or used to have a section dedicated to this subject but it is no longer linked to anything in the docs.Everytime I try to update the workflow status nothing changes. I can see related “on update” rules fire but never see any change in the ticket. I also tried to update the subject to see if that was my issue and though I can see the subject update in the timeline log it never actually updates.Is this a limitation of the demo environment or is it not possible to update ticket statuses?

Resolved - Statusin the Info of the ticket or on the status when viewing all tickets is not reflecting correct info when you use the  Resolve Ticket - GREEN button while in the Ticket ProgressIf you choose to click this Green button - Resolve Ticket It does not reflect Resolved in the Status.  I believe it used to reflect Resolved in the Status and now it is not.

When I click on a user it shows no assets assigned to them.  If I check the asset tag it shows it is asigned though.When working in a ticket and I go to select asset it shows no asetts in the room.IIQ has been very unreliable for the past few weeks. 

We are seeing performance issue this morning with pages taking a bit loading. I am not sure if everyone else has seen this but the top of our dashboard no longer has the help option or the ability to submit a IIQ ticket for their team.It is only showing the search and Ticketing options. Also when I attempt to update a photo of an asset model, it will not let me save the picture no matter the format of the picture. Anyone else having issues?

We are seeing performance issues with IIQ this morning. We also encountered issues yesterday as well. Are other schools also seeing these performance issues? 

I am trying to create a ticket template that will: Add the asset tag of the device.  Technicians can use this template to rename a device.  It needs the device serial number, asset tag and student id.  Is there an action or a way I can create this kind of template?  

When an asset is deleted does it stay in the deleted assets or does it get removed after so much time? Are the items permenantly there or do they go away after a set number of days? Thanks!

Is IIQ having issues this morning?  We are having lots of issues loading tickets.  Get either this loading page or nothing at all. 

Our district distributes devices to students for the school year over the course of a couple of days.  How can we get statistics on how many devices were checked out on a specific day?

Hi all,I’m exploring ways to streamline the process of assigning assets to specific locations when a status is applied. Right now, it seems like you have to create separate rules for each location.Has anyone found a way to handle this more efficiently, such as using a custom field or another method, to assign assets to multiple locations with a single rule? I’d love to hear how others approach this.Thanks in advance for any suggestions!

I’m creating a PowerShell script to update device ownership in IncidentIQ. Looking through the the docs, it looks like I will need some guid values for the UserID, SiteID, LocationID, and RoleID. Is there any api endpoint that would let me search for users based on username/email to get this information? I tried looking through the docs but all user searches seemed to require the userId field which I don’t haveThis is the documentation I am using: https://incidentiq.stoplight.io/docs/v1/607c488c7e218-create-a-asset

Is there a way to get a report of how old each of the machines are in the system?

I have a view that I want to download via API.I can list the details of the view, but I don’t know what to use to actually get the entire list/results of the view via API.https://incidentiq.stoplight.io/docs/v1/89b6c035bf2bf-get-user-view 

We really need IIQ to perform and be available consistently.  This past year we had so many issues with slowness and services being unavailable it is really frustrating.  Today is the first day of school for us and here we are again and cannot check out or look up users to see what devices they have or need because we get blank pages.  User pages that do not show their assigned devices or the constant spinning wheel.This product is crucial to our daily work and when it does not work it severely impacts our ability to support our teachers and students.

When installing Jamf Pro, it prompts for a username and password. Should I use my own Jamf Pro login credentials for this, or is it recommended to create and use a generic account specifically for installation purposes?

This article: and this article:Both reference a NAV menu for shortcuts.  Does this still exist? If so could you point me in the direction of enabling it?  Also, when attempting to affect change on and existing shortcut from within a ticket, the pencil icon now applies the shortcut instead of allowing edit/delete. How does one now change a shortcut? 

I was wondering if there was a way to export "Insurance Expiration" and "Purchase Info” of an asset, when exporting a list of assets. I don’t see it listed under the columns tab. How would one add these items to the export? Thank you.

 I created an SLA for critical issues that includes multiple device models, two of which are laptops and Chromebooks. This SLA will be assigned (by a rule) only when the laptop/Chromebook is in a broken or non-working state. In these cases, we want techs to issue a spare right away, which should pause the "Resolution Time" and start a custom metric called "Spare Return." When the spare is returned, this metric should pause and the Resolution Time should continue.Here is the SLA I created, but for some reason it doesn't work as expected. I tried different things but nothing worked.When I created a support ticket, the response was: “Thank you for your patience as we looked into this further. It seems that while testing an SLA based on the "spare issued" condition was considered as a possible workaround, it unfortunately isn't functioning as expected in this case.As for your request to measure SLA based on when the spare

Hi.We are exploring using IIQ for Google Data writeback for Chromebook devices/Student organization with reference to Clever badge deployment. Asking the community if anyone has gone through the experience using IIQ google data writeback, and possibly share Thanks in advance -Andy Taylor

Hi. My district IT team spent the last 6 months getting onboarded to iiQ and started this school year with it as our ticketing and asset management system. In the past, the IT team had a script that updated our old asset management system with the recent user on Chromebooks as the assigned user. However, we had issues with students at the secondary level that never signed in to their devices, or elementary students who swapped devices amongst themselves, etc. I have suggested manually assigning devices in the past to which I get significant pushback. I’m trying to avoid the same pitfalls we’ve had in the past with missing devices that aren’t assigned, users with multiple devices assigned, etc. but without using a CSV to manually assign devices to a student ID, I don’t see a way out.

When getting an IIQ app notification, I’m curious if there is a way to see a more in-depth version of those. For example, when getting notifications, I see something like “ticket #1234 updated”. Is there a way for the notifications to show a brief issue description? That way I can see a preview of what the end user said in the ticket or at least get an idea of what the ticket is for without opening up the app. 

I have a few users who cannot find this component. They have the role as an agent and we have modified permissions but they are still not able to find this widget.Why? Some have it like IIQ Admins. Is this a permissions issues? Must this user be an IIQ admin to see all tickets from a certain team? Can they just see tickets from a certain team and have the ability to add this widget?

I am attempting to create a custom ticket view that includes tickets assigned to a team or the agents in that team. Our workflow currently is that network tickets get assigned to the “Network Field Team” and from there when one of the team members is ready to work the ticket they assign it to themselves. I want the view to include tickets that are assigned to “Network Field Team” with no agent, assigned to an agent on the “Network Field Team” with no team assigned and assigned to an agent on the “Network Field Team” and then team. Currently I cannot find an “or” option that would allow me to accomplish this in IIQ; I can only see all options if I have two separate views, since if you add both an agent and team filter to a custom ticket view, it only shows tickets that meet both of the requirements, not one or the other. 

Hi All,Not sure if this is a bug within the system but the new Shortcuts Management - Text snippets  is not functioning correctly for us. Text snippets are not able to be deleted from this interface and they are not displaying correctly in the UI. Is this an us issue or are others noticing this as well?