Ask the Community

We have over 30 buildings in over a 100 sq miles in our district. We have 6 Field Techs that are dispatched out to the buildings to pick up or drop off equipment at those locations. They also fix equipment on site, if need be. The district is split up into zones (geographically) so the field techs are not driving all over the place. But there are times that we do not know where the techs are. Yes, we can call or send a MS Teams Message, but that is not always the quickest. This is not just to track the employees (but that is helpful) it is also the quickest way to find someone that would be closest to a building in case of a pressing matter. So what apps, devices, or system does anyone use to track employees? GPS? Cameras in buildings with Facial Recognition software? Time clocks? What is being used out there and how is it useful in your district? What are the pros and cons that you see on a daily basis, does it integrate with IIQ?Our field techs have district issued c

Is it possible to import parents and have them linked with students via SIS sync? Our district uses ESP

Hello, Is there a way to disable or hide some of the Resolve Ticket options as shown below? Or a way to report on which were chosen so if an agent repeatedly chooses Resolve - No Issue Found a report can be pulled showing this as a ticket status. Currently only Resolved is a selection when exporting a report.  

Is there a way to customize the user field UI or limit what a person sees based on their permissions? Currently when an agent looks at someone they are somewhat overwhelmed by information that is not relevant to them and we would like to limit the visible information for some roles.

I’m looking to have tickets automatically generated when a Desktop or Laptop running Windows OS  is retired as they are some house keeping tasks that need to be completed. Has anyone been able to do something like this? 

If we wanted to suspend the sync with Infinite Campus SIS for the summer,  what steps would we need to do?  Or what is recommended?  Leave the sync running realizing there will be a lot of changes based on changes in schedules. 

Is there a way to customize an auto response that emails the person who put in the ticket when the agent starts the ticket? 

We print out the tickets as PDFs for our Maintenance guys.  When our employees create a new ticket, they enter their School and Room Number under Location, but when we download the ticket as a PDF only the School shows and not the Room Number.  Can this be updated to print the room, so we don’t have to write it on our tickets?  Thanks!

I was going to buy Avery labels, but wasn’t sure if that was supported.

I love the concept of the subtasks and would love to fully embrace and implement them but during our testing we ran into a major pain point.  When the mouse cursor passes over a ticket that has subtasks it displays them and even with only a couple subtasks assigned it covers up other tickets on the screen.Is there a way to turn that feature off? If not, is there a way to change how long you need to hover over a ticket before its subtasks are displayed? Currently they seem to appear instantly.

In our facilities department we have several vehicles that the schools can use. With summer coming we were looking to see if incident IQ has the ability for someone to check in /out vehicles and for it to show on the calendar so people know what if available. 

Hi, as the title implies, I created the following rule for Chromebook Devices:Asset rule: Device “Has Open Ticket” > set status to "In Repair"Our technicians love it because it saves tons of daily clicks, and pretty much guarantees device status accuracy. Except I ran into a snag: when a ticket is submitted for a lost Chromebook,  this rule will also apply. I first thought : no problem! I’ll just exclude certain Ticket categories or types from the rule, except there seems to be no such filter option under asset rules? Is this correct or am I not looking hard enough?Thank you in advance!

I am trying to reauthenticate our Google Devices and am receiving the following error message: "400_Admin_Policy_Enforced"How do I get around this error and successfully complete this process?

We want teachers to scan QR codes we have on each iPad with the serial number. The issue we have is the teacher uses their iPad and:1.Through the website on the iPad the teacher can see “My classes” but when they go to scan the codes through the website you can only use the front facing camera which will not read the QR codes at all.2.Through the IncidentIQ mobile app you hit the barcode symbol on the check in asset pages and it uses the back camera and works awesome, however we cannot find anywhere that shows the teacher their “My classes” link for them to be able to see each kid in their class. We know they can do rapid scan but with the “My Classes” it shows each student and shows what students are not assigned a device and also which students have multiple devices. So the question is where can we turn on for staff to see “My Classes” on the mobile app?Also even though we have it enable staff can’t seem to see any “User” tab on the mobile app.Th

Anyone else seeing custom views not populating the counts on the panel view?

Now that IIQ allows custom asset statuses, it would be great to be able to choose a custom asset status when checking out a device using batch deployment. Currently, the only option is “In Service” which we don’t use for anything.

I am currently working on the inventory for each classroom.  The teacher for that classroom will receive the inventory for their specific room, check off, and return it to me. To generate the inventory, I currently I go into devices, select the filters, and print out the inventory for each room one at a time.  Is there a way to print out all the device inventory for each room with a page break between each room?

I would like to bulk upload contracts to the user files.  The contracts have student id’s as file names, so it seems like there should be away to upload the files in bulk.

I am trying to allow one of our users to help manage the issues and ticket categories.  What permissions need to be set to grant this ability?

Is there an issue with Assets this morning?  I can’t search for an asset and check in / out isn’t working. 

as we are setting up our KB for staff, we noticed there is not a way to separate KB access between staff members and students. The setting “Everyone in IIQ” will see what information is in that level of access. Eventually, we do want to give students to access to open tickets and search their own KB, however not be able to access teachers’ KB articles. Is there a way to separate the two levels of access for students and teachers?

Should\is there a way to get google managed windows devices to import into assets as the chromebooks do?

I created a 9 step article and inserted images. While in editing mode, the numbering is correct. However, the numbers in the saved article begin at 1 after each image.  (So, instead of steps 1 through 9, we see 1 2 1 1 1 2 3 1 1.)

Had an interesting bit of learning today: I submitted a ticket on behalf of a colleague, and the agent posted a comment/question and flipped the “Mark as ‘Waiting on requestor’” button. The ticket languished … and when I was scrolling through IIQ stuff, I saw that IIQ was awaiting a response from me, rather than the person on whose behalf I submitted the ticket. If I were an AA submitting a ticket on behalf of my principal, this behavior might make sense: principal can’t always be expected to deal with ticket stuff. But a peer (me for my colleague, or a media specialist doing first-tier support before escalating to a ticket and IT support), I’d expect the nudge/flag to be for the customer. I’m curious as to what guidance/clarity people are using around this schism right now, and I wonder whether IIQ might evaluate either some UX change to accommodate these two workflows … or, to be honest, my request: flip to focusing on the customer rat

Is there a way to expand what fields are displayed when you view the “front page” Asset Details tab? I’m specifically hoping we can display a custom field.  Thanks!