Discussions & Tips and Tricks

This topic came up in Open Office Hours today and I remembered I had something set up. I’ll try to explain what I have had set up for a little over a year now to assist our Agents in finding the kids who seem to always “forget” their devices. I am pretty sure this came to mind when IIQ released the option to use Email Variables via the Rules Engine. Our middle school and high school agents have students that will often need a loaner device for a day or two or longer, but tracking who is getting those over time can prove to be a problem since you have to check the timeline of the device or the user. To aid with this, I set up a workflow using the Email Variables and an Asset > When Checked Out rule. The rule is fairly simple, it fires whenever an Asset is Checked out and just sends an email to a designated email box (I created an IIQAssetTracking@domain email for our domain). I have them divided by school year, so the subject line will just be a generic message with the school year a

So the end of the year comes and it’s time for everyone to return their devices. What about those students/teachers who are no longer with the district? Either they graduated or went to a different school in the middle of the year and possibly didn’t return their device. You can create a Custom View to see who still has those devices.  In the left hand Navigation, select Users > Users Explorer In the top right hand corner, select New View   Select +Add Filter and add the following filters: Role > No Access Asset Ownership > Has assigned device Please note that ‘Has assigned device’ will only filter and show IT devices.​​​​     On the Columns tab, add the Assets column and any other columns you find useful for this view, then select Save.  You should now be viewing a list of students who are no longer with the district, but still have an assigned device. Are there other Custom Views you have found useful for the end of the school year? We would love to hear abo

We have heard a variety of label printers being used for printing asset tags. Some of these include Dymo Labelwriter 550 Turbo, Brother QL-820NWB, etc. We want to know what you use!Please reply below with details for the label size and printer you use to print asset tags: Brand Model Label Dimensions

 Incident IQ’s survey feature can be very impactful and can be used to gain more insight into your team’s performance. We love seeing districts using surveys to gather feedback. Some of the most frequent questions that we see are:  Did the technician clearly understand the issue you were experiencing?  Was your technician knowledgeable about the problem?  Did your technician resolve your issue completely?  Did you feel that our team answered your request or inquiry promptly?  Did you find our staff helpful and courteous?  How can we make your experience even better? With questions like the above, you can more easily train your staff and tweak your program to meet the district’s needs. Does your district use the iiQ survey feature? What kind of feedback are you gathering?

Contributed by Bret Bentley District: Hudsonville Public School District (MI)During a recent Lunch and Learn in Michigan, I discovered an interesting widget created by Bret (​@BBentley 2405c76 hpseagles ) for Hudsonville’s upcoming launch of their Ticketing system. This simple widget allows Hudsonville to pin a "Submit Ticket" button on all Macs, making it easier for staff to create work orders. It's a great tool! I asked Bret if I could share this with our community, and he agreed. Enjoy!PurposeThe Support App is a valuable resource for both your staff and IT department. It offers your team quick access to essential device information and equips staff members with the tools they need to resolve simple issues on their own or easily contact IT support for assistance.What it Looks Like 1. Download the PackageFirst, download the Support App package and add it to your MDM solution.Download link: Support App v2.6.3 2. Customize with a Configuration ProfileAfter downloading the package, cust

One of the challenges we had at the beginning of the school year was getting all those new AUPs signed. As a district we went from paper copies to 100% digital using Policy Manger within iiQ to streamline the process. Bye Bye to Paper AUPs!To help we created a QR code with the URL of the ‘Lookup Page’ of the policy, which can be found here:Lookup Page in Policy Manager applicationI used a free QR code generator for my example, but there are some really cool QR code generators where you can add your district logo, change the color or shape, and track how many times its been scanned! Here is my sample QR code:Sample QR Code for AUPWhen scanned from your mobile device it looks like this:Mobile AUP SampleType in the student or employee ID number and click ‘Lookup’:Lookup user by school IDYou will need to click the blue HERE text to access the policy:Use the blue HERE button to access policyThis takes you to the AUP so it can be signed. Scrolling isn’t super intuitive. To see the entire pol

We’ve all been there. A teacher submits a work order for a broken projector before parent-teacher conferences. The request gets logged in your facilities system, but IT uses a completely different platform. The teacher makes a panicked call to IT 30 minutes before the event starts, only to find that the request was never received. Two departments, two systems, double the confusion. The result is a regular cycle of stress and chaos that erodes morale, disrupts learning, and costs your district real money in lost productivity.What if there was a better way?Forward-thinking districts are discovering that the path from chaos to efficiency involves addressing four areas where fragmented operations systems prove the most challenging. Let’s talk about where you can find the most meaningful gains in your operations. 1. Make Coordination Automatic Instead of AccidentalThe Problem:IT and Facilities work in silos. This is especially problematic when you consider that the average age of most U.S.

Hello iiQ Community!We’re excited to share that our Advanced Ticketing App course is now live in iiQ Academy—and it’s all about giving you deeper control and flexibility through Subtickets, Subtasks, and Subtask Groups. Whether you’re managing complex projects or team-based workflows, this course is designed to help you break down tickets into structured, trackable components that make collaboration easier and more efficient.  Here’s what you’ll learn: Subtickets: Managing Complex Workflows What subtickets are and how they help you divide and conquer large or multi-department requests How to create and configure subtickets based on ticket types, request categories, and trigger conditions Best practices for tracking and reporting on subtickets Real-world scenarios like deploying new devices or handling district-wide issues across multiple schools   Subtasks: Keeping Things on Track How to build step-by-step task lists directly within a ticket Assigning responsi

We are excited to see the innovative ways in which different districts are making it easier for users to connect to their iiQ instances. We have seen a lot of districts enhancing their email signatures and websites by including the provided image or logo. Please click on the link below to download image. Then, add it to your email signature with a link that directs to your iiQ Districts platform.Download Image ​  This district has added a quick link to the top of your districts website to access Incident IQ.   This school district has a Technology section on their website with information about Incident IQ. The added content includes detailed instructions on how to log in and downloadable documents that guide users on how to effectively utilize Incident IQ. 

This year we have seen an update to Fee Tracker with the ability to customize the emails that accompany the generated Statement, which has been a welcome addition to the application!If you haven’t taken a look, I would highly recommend checking out the Customize Fee Tracker Email section of the Installing and Managing KB article for Fee Tracker.As we wind down at the end of the school year it takes me back to those days at the district when we saw a lot of this:GIF of broken LCDI’ve had quite a few questions recently regarding being able to customize the Fee Tracker statement (which isn’t currently possible). That being said, I had to come up with a creative way to get information into that PDF statement! The delivery of the statement itself can be done via email or printing a hard copy and distributing. I have an idea for each method!Emailed Statements - This was the way my district got fine information to parent/guardians and our payment processing app didn’t integrate with iiQ. My s

 Hello Incident IQ Community!We’re thrilled to announce the launch of our brand-new Enhanced Approval Workflow (EAW) Learning Path in the Incident IQ Academy! These courses are designed to provide you with everything you need to know about configuring and managing approval workflows within your district’s iiQ system using the EAW app. Whether you're new to EAW or looking to refine your existing processes, this learning path will help you streamline approvals, increase transparency, and ensure district policies are consistently followed. What You’ll Learn:Get a foundational understanding of how EAW automates and simplifies the approval process. Learn the difference between the Send for Approval, Send for Approval to Team and Require Approval workflows, and how to configure them for your district’s needs. Discover key considerations before setting up an approval workflow, including rule triggers, approvers, ticket statuses, and workflow outcomes. Understand Single vs. Multi-Level Approva

Device collection is about to be underway in some of your districts. When collecting the devices, you may have a specific location where you store these devices. Did you know you can automatically set the device location to the storage location when the device is checked in? Simply create a rule that will automatically set the location.  There is no more need to scan everything into a spreadsheet during device collection and import the updated information into iiQ. Or to bulk update the location after checking them in.  You can set up a rule that says:Trigger: Device checked in Perform these actions:  Set Location /  Set Asset Status 

 Hello Incident IQ Community!We’re thrilled to announce the launch of our brand-new Permissions Course in the iiQ Academy!🎉 This course aims to equip you with the skills necessary to effectively manage and customize permissions across Incident IQ modules.Whether you’re looking to refine access for your teams, create custom policies, or understand how permissions work across modules, this course has you covered. Packed with step-by-step video tutorials and detailed documentation, you’ll learn everything from building tailored permission policies to using advanced features like Condition Groups and location-based access. What’s Inside the Course?✔️ An overview of permission policies and best practices✔️ Real-world scenarios to guide your setup✔️ Videos and examples for creating custom policies✔️ Tips for managing permissions across multiple modules✔️ A closer look at permissions for Ticketing, Facilities, and moreBy the end of the course, you’ll have a clear roadmap for streamlining per

The City of Duncanville is nicknamed the City of Champions because they’ve won so many state championships. Dr. Brian Brown, Chief Technology Officer of Duncanville Independent School District, incorporates that philosophy into his work as well: “We have to be the City of Champions in everything that we do. So one of the things I do as a CTO is watching the budget [and] making sure we are making the best purchases for the school district, getting what's best for our students, what's best for our staff, what's best for our community across the board.” When the department was struggling with a legacy system that wasn’t fitting their needs for IT service management (ITSM) and IT asset management (ITAM), Dr. Brown began to research other options. He felt that Incident IQ was the best Computerized Maintenance Management System (CMMS) choice for the district because it’s made for K-12 institutions. He liked that, unlike software built for all industries, it would be tailored to the school di

   Rapid Scan displays asset information and quick actions when an asset tag is scanned. Rapid Scan works anywhere in iiQ Assets and iiQ Mobile App — just scan a tag and take action. When using Rapid Scan you can scan multiple assets to perform bulk actions. Bulk actions can now be performed using the iiQ Mobile App as well. Let’s say you have a stack of Chromebooks that will be moving to a different school location. You can use Rapid Scan on your mobile device to quickly scan the stack of Chromebooks and bulk update their location to the new location within the iiQ platform. A quick scan of an asset tag brings up a menu of actions. By selecting Scan More, you can scan the rest of the Chromebooks in the stack. After scanning all of the Chromebooks, select Add to List. This will bring up a list of all the Chromebooks that have been scanned. You can use bulk actions to move the location of the Chromebooks by selecting the menu in the top right corner and choosing Move. Here, you’ll notic

Hello Incident IQ Community!We’re excited to announce not just one, but two brand-new courses now available in the Incident IQ Academy! 🎉 Quick Tickets CourseAdmins & Agents: Configuring and Distributing Quick TicketsRequestors: Quick TicketsIn this course, you’ll learn everything from setting up personal and shared Quick Ticket templates to managing them across your district. Whether you're a teacher aiming to simplify repetitive requests or an admin streamlining ticket submissions for staff, the course has it covered. Plus, there's a new interactive demo that allows you to practice submitting a Quick Ticket in a hands-on, risk-free Incident IQ environment.What You’ll Learn:How Quick Tickets reduce clicks and improve ticket consistency. Setting up and managing Personal and Shared Quick Tickets. Mastering bulk actions and dashboard visibility for Quick Tickets.  Due Dates & Work Calendar Course In this course, you’ll dive into the essential tools to enhance your ticket managem

Many districts offer families an opportunity to opt-in to buy device insurance for their students device for the year.  But how do you manage that best?  Manor ISD came up with a wonderful workflow solution to utilize the Premium Policy Manager App to do just that! USING POLICY MANAGER WILL:Generate a waring if a device is checked out or assigned to a student who didn’t accept insurance (warning will not display with spare pool devices assigned within a ticket).   Create a public URL to be placed on a website or social media page for parents to click on to accept the device insurance Add a record to the students user profile indicating whether the device insurance was accepted or denied Provide a filterable field to be used in Custom views to generate a list of those that accepted or denied the device insurance.  This can then be utilized with bulk actions to select all students who’s parents accepted and charge a fee, and generate a statement for the parents to pay. Rules that can g

We all know that you can use filters to create a specific view of users and assets then use bulk actions to quickly complete different tasks. However, what if you needed to complete these action items for a specific set of users or assets from a spreadsheet? Well, good news. This is simple with Incident IQ! Let’s say you have a spreadsheet of users. You can simply copy and paste your list of users into Incident IQ and bulk add a new permission policy, change a location, or set a new role for users. The same concept applies for assets. For example, you can copy and paste your list of assets into Incident IQ and bulk change the locations. The following steps demonstrate pulling a report within Users Explorer.   In your Users Explorer, open your list of All Users.    Select Filter > User Filters > User.    Copy the first & last names (as shown in iiQ) or emails from your list of users on your spreadsheet and paste them in the search bar within the filter window in Incident IQ. O

Hello,I recently read another topic on how a school district shows if there is insurance on a device. I wanted to share how I do this for our District.We provide optional insurance through Infinite Campus. We have a fee cutoff date a month into the school year. At that point, I export those who have paid into a spreadsheet. I then upload those payments as “Assets”. We also do this, so we can allow those student who have paid insurance the previous year to have coverage for the first month of the new school year, making it easier to view and sort.We have the insurance cover the student, rather than the device, in the event the student accidentally breaks a loaned Chromebook, or another students Chromebook. The Insurance Asset then shows as assigned to the student who paid. Just wanted to share in case this could help another District. Have a great day!  

We're considering hosting a conference tailored to your needs, and we value your input to make it as relevant and impactful as possible. Your feedback on the conference's format, content, and logistics will help us design an event that truly resonates with your priorities. This survey is an opportunity for you to share your thoughts and preferences, ensuring the conference aligns with what matters most to you and your team.Thank you for taking a few minutes to shape this potential event into something valuable for our community.  

Many districts want to send a policy to staff members when an asset is checked out to them at the beginning of the school year. This is simple with Incident IQ’s Policy Manager app and rules engine.  Please note that Policy Manager is a premium app. Complete this form to gather more information.  Within the rules engine, start creating the rule under Asset Select; the trigger is “When checked out.” To create an asset rule, your district must have iiQ Asset’s Module Then add your filters and the action of “Send policy acceptance alert” and select the policy that you created.In the example above, when a new device is assigned or checked out to a user in the role of “faculty, staff” the policy “Acceptable Use Policy” will be sent to the user.  Here is the Knowledge base guide for Policy Manager: https://community.incidentiq.com/utilities-76/policy-manager-296