https://community.incidentiq.com On the Forum you can ask questions or take part in discussions. https://community.incidentiq.com/tickets-32/entering-invoice-data-for-non-parts-purchases-6555 I am new to iiQ and am the Inventory Secretary for our school districts Maintenance Facility.  I enter invoice data information for All purchases our department makes.  (We previously came from School Dude/Asset Essentials) I know how to enter parts inventory but am searching for a way to enter any purchases (not a part) made for a work order ticket to be listed.  Besides just entering into the action notes field is there a way to set custom fields such as Invoice Date, Number, Cost, Vendor and Who Purchased to my ticket progress?  Anyone else have this available to them? Tickets Fri, 03 Apr 2026 19:57:00 +0200 https://community.incidentiq.com/assets-33/creating-asset-and-adding-a-custom-field-via-api-7391 Hello we are trying to create assets via API. I am able to create the asset but I am having trouble adding our custom field in. Ive tried to pass the custom field when creating the asset initially and I have also tried updating the asset post creation with the field. I had seen another discussion post where they did via the bulk set-info end point. I tried to follow that but it still did not work. Please let me know if I am doing anything wrong.  def set_asset_custom_field(self, asset_id: str, field_id: str, value):payload = {"AssetIds": f" {asset_id}]","Request": {"Values": "{"Key": f"$assets.custom-field:{field_id}","Value": f"{value}"}]}} response = self.request("POST", "/assets/bulk/set-info", payload) Assets Fri, 03 Apr 2026 19:07:41 +0200 https://community.incidentiq.com/about-this-community-2/new-to-the-community-introduce-yourself-228 Hello and welcome to the Incident IQ Community! 🥳   We are pleased to be here with you and have a chance to create an ecosystem where all Incident IQ users can connect, collaborate, share knowledge, and learn from each other. This thread is a space for you to share a little more about yourself, your interests, and all the cool iiQ-related things you are up to! Some questions you could answer to get started are below, but please feel free to add anything you’d like to your introduction: What is your name? What is your job title and where is your district located? How long have you been using Incident IQ? What is 1 way Incident IQ has benefitted your job and workflow? Anything you’d like the community to know about you? What are you looking for from this community? We look forward to meeting and learning more about you. About this Community Fri, 03 Apr 2026 19:00:21 +0200 https://community.incidentiq.com/apps-52/fee-tracker-fines-distributing-printed-copies-to-students-by-period-7390 Problem: Fines for my school are sent out intermittently as physical copies. This requires printing out all of the fines. These copies are distributed by 7th period teacher. I can print all the fines by grade, but there is no filter that considers a specific class period.Request: Can a user view filter be included for users (students) by class period? Consderations: This view would allow me to pull up a view for every student with a 7th period teacher, filtered by that teacher. I could then print out fines grouped by teacher + period. The grouped view would reduce time to accumulate and distribute fine statements. A view for user by period would also allow for statements to be batch generated with the "select all, generate statement" option on the view. Currently, you can view a teacher's class by period, but it does not allow to batch print statements from there.Does anyone know how this can be done? Apps Fri, 03 Apr 2026 18:51:13 +0200 https://community.incidentiq.com/assets-33/staff-member-cant-scan-assets-7405 We are begining our end of year audit process and i have given the staff instructions on how to verify the assets in there room using the incident iq app. well when they went to scan the asset tag it didnt pop up on mobile but they have claimed there room and in the browser version they cn see all there assets assigned to that room. Any ideas why it would work?? Assets Thu, 02 Apr 2026 20:30:19 +0200 https://community.incidentiq.com/apps-52/report-to-see-which-staff-have-not-set-up-their-recovery-questions-7388 Is there a way to run a report to see which users have not yet configured their account recovery questions?  We would like to make it a requirement that all staff set those up so they will have the ability to reset their own password.  It would be nice to see if there is a way to see who has, and who has not yet configured their answers. Apps Wed, 01 Apr 2026 19:54:31 +0200 https://community.incidentiq.com/other-54/product-updates-7399 Do these just not happen anymore? These used to include a lot of maintenance items and bug fixes in them, but I haven’t seen a post in a couple of months at least. Seems like progress on a lot of things has slowed to a crawl. Other Wed, 01 Apr 2026 17:57:12 +0200 https://community.incidentiq.com/assets-33/how-best-to-handle-cart-based-devices-1506 So we have 2 sets of 30 iPads.   They are in Shared iPad mode, and are not owned by anyone.   I have some various asset views that are looking for devices without an owner, because I would ultimately like for *most* things to either have an owner assigned, or to be somehow configured as a fixed “room asset” How would you configure these things so that they don’t show up in some of those Asset Views that I have.  As an FYI, we have JAMF School, and have done the integration into iIQ as well.   Thanks in advance.  Assets Tue, 31 Mar 2026 21:39:55 +0200 https://community.incidentiq.com/tickets-32/decom-email-rule-7397 Hi there! I’m trying to create a new rule in our iiQ stack that will allow for an email to be sent to the ticket submitter or on behalf of after we change the status of a device to decommissioned. So far I have created the rule and tested it but I’m not getting anywhere with success. I have used the AI Chatbot throughouly but am at the point that I am running in circles. Below is a picture of the rule in its current state, any help is much appreciated!!  Tickets Tue, 31 Mar 2026 21:01:24 +0200 https://community.incidentiq.com/assets-33/api-question-updating-asset-status-from-in-service-to-in-storage-7383 Hi Does anyone know if there’s a APi endpoint to update status of assets? for example, from “in Service”, to “In Storage”,we don’t want to assign and un-assign students users since they’ll be using their same laptop in new school years, we just want to mark it as in storage instead. Thanks! Assets Tue, 31 Mar 2026 19:21:23 +0200 https://community.incidentiq.com/tickets-32/force-ticket-start-when-adding-a-comment-5071 Is there a way to force a ticket to start/get assigned to an agent if we put a comment in a ticket? I thought this was happening in my previous district, but it’s equally likely I was just in the habit of hitting “start” every single time. Tickets Fri, 27 Mar 2026 16:44:10 +0100 https://community.incidentiq.com/integrations-73/qmlativ-sis-transitioning-to-the-skyward-csv-app-in-incident-iq-7386 OverviewEffective January 1, 2026, Skyward sunset access to the Incident IQ Skyward SIS app for all districts utilizing Skyward Qmlativ. To ensure uninterrupted service, SIS data must now be integrated into iiQ using One-Roster CSV data via the Skyward CSV app.This guide outlines the best practices and step-by-step procedures for ensuring a seamless transition without data loss. Best Practice RecommendationDo not immediately uninstall the original Skyward app. We highly recommend temporarily running both the original Skyward app and the new Skyward CSV app simultaneously. This allows you to verify that the One-Roster CSV data matching your active SIS records is perfectly accurate before fully cutting over. Phase 1: Pre-Installation ConfigurationBefore installing the new integration, you must protect your current data mappings to prevent the new CSV sync from unintentionally overwriting existing data.Navigate to APPS > Manage > Data Mapping. Check your User Field Mappings. If any mappings are currently being updated by Skyward, set your existing Skyward app as the Preferred App.Note: This safeguard ensures your data remains intact during the initial syncs of the new Skyward CSV file. Phase 2: Installation and ConfigurationStep 1: Install the Skyward CSV AppNavigate to the Incident IQ Apps left-hand navigation menu to find and install the app. Please follow the instructions below to install and configure the app.Install Instructions: Installing OneRoster CSV SIS Integration Configuration Instructions: Configuring Settings for CSV SIS Integration Step 2: Verify Your DataOnce the installation and initial sync are complete, validate the incoming data.Open the profiles of a handful of sample users. You will now see two widgets on their profile: one for Skyward CSV and one for the legacy Skyward (API) app. Cross-reference the data between the two widgets. Specifically, verify that the user's status, grade, and location are accurately populated in the new One-Roster CSV widget. Phase 3: Finalizing the TransitionOnce you are completely satisfied that the Skyward CSV data is syncing accurately, you can finalize the transition.Uninstall the original legacy Skyward app from your iiQ environment. Navigate back to APPS > Manage > Data Mapping. Update the Preferred App setting to the new Skyward CSV app so it can serve as your primary data source moving forward. Troubleshooting Issue: Active users are showing a status of “tobedeleted.”If a user was previously unenrolled or removed from the SIS at any point in the past, their log might incorrectly flag their current status as “tobedeleted” even if they are currently active. Solution:Open the Skyward CSV app. Navigate to App Settings and scroll to the bottom. Select the option: “Release iiQ Users linked to deleted SIS users.” Initiate a new manual sync.This will clear the backend flag and correctly restore their status to active.If you run into additional issues please contact your Customer Success Manager or iiQ Support at (866) 899-9169 or email support at support@incidentiq.com. Integrations Fri, 27 Mar 2026 14:31:06 +0100 https://community.incidentiq.com/tickets-32/tickets-delegated-to-team-non-agent-team-members-missing-ticket-features-7354 We have a team set up called “Assistive Technology” which allows a couple specific non-IT staff members to handle tickets related to IEP/SPED devices within IIQ, when tickets are assigned to the team. These users are assigned the staff role, not agent, because otherwise they’d be able to see/work all tickets in IIQ rather than just tickets assigned to the team. We’re seeing a few issues with using the delegated team permissions:Team members cannot see or create internal comments/comments not visible to requestor Team members don’t have the option to change the ticket’s status to “Waiting on requestor” when creating a comment Team members aren’t seeing all the ticket timeline itemsSee the below images for a comparison of what I see as an agent vs. what the 2 staff users see as a delegated team member to the ticket.  Here’s an image of our site options for delegated ticket permissions:  Tickets Thu, 26 Mar 2026 22:35:47 +0100 https://community.incidentiq.com/users-51/query-detailed-fees-payment-history-of-users-through-api-call-7384 HiWe are currently working on pulling fees / payment (eg. stylus, charger lost , etc) of each student .Is there an API endpoint for that? Or when we use customized Views (User -- Views -- ) in IIQ UI to export csv file manually,if we add columns, there are only total balance, Laptop related items, etc, it doesn’t have options that shows specific items and fees. Do you guys know if there’s an alternative approach to that? Thanks very much! Users Thu, 26 Mar 2026 21:35:21 +0100 https://community.incidentiq.com/users-51/users-and-assigned-devices-7382 I just had some questions about device assignments. When we assign a user to a device would the nightly syncs cause the device to go back to chrome-enroll? My other question is if a user logs in to another students device does that device now assign ownership to the student that borrowed/used the chromebook?  Users Thu, 26 Mar 2026 20:23:23 +0100 https://community.incidentiq.com/other-54/logo-image-not-usable-7378 I’m trying to upload a logo to our iiQ for emails and login page, but it will not let us to move or properly center the bounding box to display our logo correctly. We have noticed the size constraints and have done the absolutele minimum size, but it still cuts off part of the image even at 100x100 pixels.  Is this a broken part of the website or am I just picking the wrong size for our image? Other Tue, 24 Mar 2026 19:29:51 +0100 https://community.incidentiq.com/tickets-32/creating-ticket-based-on-asset-status-1873 Basically the problem we have in our district is that devices going missing happens often, but it can be a short-lived occurrence. Our librarians are very good at setting the asset status to “Missing”, which triggers a device lock, but they tend not to create tickets because the devices are often found within hours or even minutes of being locked therefore they don’t want to deal with ticket hassle.The problem this presents to us is we don’t have a good recorded history of how often any given student loses a device, which can be detrimental when discipline/remediation is required. I feel automating lost device ticket creation would be a win-win, librarians don’t have to do the extra work, but we’d still have a trail of who is losing what to support admins when needed. IIQ’s asset rules currently don’t allow for ticket creation based on device status for some reason. So I’m just wondering if anyone has found a workaround to this shortcoming, or what’s your approach. Thank you!     Tickets Tue, 24 Mar 2026 14:31:49 +0100 https://community.incidentiq.com/other-54/assigning-parts-to-a-storage-unit-7376 Currently with all of our repair parts I have been adding their shelf location and ID to the desctiption (ex: Keyboards on Rack A>Shelf 1) but I would like to be able to assign them a home. I have seen where this can be done with assets but is this possible with parts as well? Other Tue, 24 Mar 2026 14:07:07 +0100 https://community.incidentiq.com/assets-33/is-there-a-way-to-mass-assign-assets-to-a-room-7375 We are currently swapping out new Chromebooks into our elementary carts and wondering if there is a way to scan all 18 and edit the custom room field on all 18 at once. I.e change the room field to Cart- Room# 135. Or do I have to scan and edit each individually. Also if I can do that can I also bulk add text to say the PO# field? We are trying to find a way to filter and find them all at the end of a 4 year lease. Thanks in advance! - Dusty  Assets Mon, 23 Mar 2026 20:01:59 +0100 https://community.incidentiq.com/tickets-32/gather-information-first-7366 Currently - our agents work tickets and use a resolution action called “Escalate to SysAdmin” to assign the ticket to our SysAdmin team for review. The team would like some baseline information gathered FIRST before accepting the ticket. Here is the template:User: eTeacher Name / Username]Hostname: me.g., FCS-SerialNumber]MAC Address: s00:00:00:00:00:00]IP Address: s10.xx.xx.xx]Attachments: tScreenshot of Error] & mScreen Recording of Glitch]I do not see a way to “require” the template to be filled out prior to performing a resolution action such as “escalate to SysAdmin team” Please add this feature and we have several teams that would like the information gathered FIRST prior to escalation. Tickets Mon, 23 Mar 2026 17:45:13 +0100 https://community.incidentiq.com/tickets-32/ticket-templates-not-running-on-schedule-and-i-cannot-make-an-iiq-support-ticket-7361 I am sorry to have to put this here but the ability to submit a support ticket in our platform has disappeared.  There is no little icon in the lower right to open a support ticket.   Also out ticket templates that are set to run on a schedule have not run in over a week.  Looking through my list of templates they all have the next run date as a date in the past like the example attached to this post.  Is there a way support can reach out to me to look into this.  I did not know if there was a support email I could use.   Tickets Fri, 20 Mar 2026 15:48:25 +0100 https://community.incidentiq.com/other-54/is-there-a-rule-option-to-ignore-site-options-for-asset-automation-6600 We are having an issue relating around the automation from site options for asset automation. We are using 3 of the 4 options available, When User is assigned asset, update asset to match owner location and owner’s room. We are also using When User location changes, update asset to match owner location.The combination of those 3 solves most of our issues when staff/students move around, but it does present us with a large issue that I am hoping to address and get fixed. We have a process where some students are given an obsolete Chromebook after X years of use/district enrollment. Those Chromebooks are processed for surplus and removed from our District inventory, but they remain in IIQ for tracking who we gave them to. In IIQ they are set to our Surplus location and then retired.The problem we are getting is 8th graders who leave the district with their Chromebook, then return later to our high school and the site options trigger their retired Chromebook to come back into service and be assigned to our high school. It is creating inventory problems for our site tech, is there any option to ignore site options if an asset is at a certain location? There is nothing that I could see off hand, and nothing in the rules engine.If there is nothing that exists, then this needs to be an idea that can give us a filter similar to the Google Devices App, where we can set a filter to include/exclude devices based on all the available filters. Other Wed, 18 Mar 2026 18:46:29 +0100 https://community.incidentiq.com/assets-33/printing-asset-labels-1652 We are in process of getting started using incident IQ. I am having a heck of a time getting the label printing process together. I have a Dymo 450Turbo and I cannot find a nice, durable label to use. Does Incident IQ have a durable laminated label they sell? Thank youKathy  Assets Mon, 16 Mar 2026 20:06:58 +0100 https://community.incidentiq.com/assets-33/view-not-showing-updated-information-7332  I’m having the following where devices are verified but not populating in my custom view.  Assets Tue, 10 Mar 2026 17:12:50 +0100 https://community.incidentiq.com/tickets-32/is-there-a-way-to-quickly-see-if-the-recipient-has-responded-to-the-ticket-2710 We have a rule that sends us emails when a ticket has been responded too. But I like working off of the Ticket View. Is there a way to have some kind of icon to in the ticket views that show that there has been a response to a ticket?This is would be helpful when I look at the tickets “Assigned to Me”. I would like to quickly identify when a ticket requestor has responded. At this moment, I have to look at every ticket.  In the old ticketing system, the ticket subject would show in bold and I would check all tickets that were in bold. Once I responded they would go back  to regular font.This just made it a lot easier to keep up with responses. Tickets Thu, 05 Mar 2026 21:13:29 +0100 https://community.incidentiq.com/tickets-32/hiding-issues-under-models-3397 Is there a way to hide specific issues under Models? If there is I cannot find it. I can choose to only allow agents to see specific issues on all the other tabs, but not under Models. This causes us to put a lot of stuff under the Other Requests section because there are things we don’t want regular users to see. Being able to edit the issues visibility on Models would be a huge help to us! Tickets Thu, 05 Mar 2026 17:23:48 +0100 https://community.incidentiq.com/assets-33/syncing-asset-tag-from-iq-to-google-494 Good afternoon, I have been importing Chromebooks with their serial numbers and asset tags into IQ.   I want the Asset Tag to flow from IQ to Google Admin console.    So far it only appears that IQ will update the serial number and the only Asset ID information that will sync to google is the Annotations Asset IT, which I can’t import anything into using the import utility.   Has anyone else ran across this? Assets Tue, 03 Mar 2026 02:12:26 +0100 https://community.incidentiq.com/tickets-32/follow-email-notification-not-working-7298 Hi All, When I add my co-workers as followers to my tickets, I always click “Yes” on the “Do you want to notify the user that they have been added as a follower?” question before doing so.I have noticed that this does not really notify the user, it rather just starts to send them ticket update information (via email, which is our preferred notification method).Is there a way I can get this to actually notify a person that they were added as a follower (again, via email), and then provide them ticket update information rather than just start receiving ticket updates? Tickets Fri, 27 Feb 2026 21:19:02 +0100 https://community.incidentiq.com/tickets-32/creating-tickets-with-ticket-templates-via-email-submission-7285 Is there a way I can create tickets with ticket templates via email submission rule? Tickets Fri, 27 Feb 2026 17:58:19 +0100 https://community.incidentiq.com/assets-33/incident-iq-search-inputs-intermittently-drop-leading-characters-from-fast-hid-barcode-scanners-confirmed-across-multiple-vendors-7239 Summary of IssueWe are encountering an issue where barcode scans intermittently lose the first 1–3 characters when scanning into Incident IQ web search fields (asset search, ticket search, etc.).This behavior occurs across multiple barcode scanner vendors and models when used with Incident IQ only. The issue is not observed in native applications or on other websites.EnvironmentApplication: Incident IQ (web) Browsers affected: Google Chrome Microsoft Edge Browsers not affected: Native Windows applications (e.g., Notepad) Operating System: Windows (managed device) Scanner types tested (with issues): Netum NSL8 (2.4 GHz RF HID, no speed adjustment) Tera 1D scanner (HID, no transmission speed adjustment) Tera 2D scanner (HID, no transmission speed adjustment) Scanner types tested (no issues when configured): Nadamoo scanners with adjustable transmission speed / inter‑key delay Input Method: USB / RF HID keyboard emulation Barcode Types: Standard asset barcodes (1D and 2D)Observed BehaviorScanning into Incident IQ search fields intermittently removes the leading characters from the scan. Example: Expected: A123456789 Actual: 3456789 Characteristics: Does not occur on every scan Affects only the beginning of the scan Occurs only on Incident IQ Using the same scanners, scanning into: Notepad → 100% reliable Other websites → normal behavior The issue began recently; these same scanners previously worked reliably with Incident IQ.Troubleshooting PerformedWe performed controlled testing to isolate the cause: Tested multiple scanner vendors and models  Tested multiple Chromium browsers (Chrome & Edge)  Verified native applications never lose characters  Verified other websites do not exhibit this behavior  Confirmed behavior can vary by timing and machine  Tested Incognito mode  Disabled user‑controllable browser extensions  Tested scanner terminators (CR vs CR + LF)The issue remains isolated to Incident IQ.Conclusive Finding (Critical Evidence)We tested multiple Nadamoo scanners that support true transmission speed / inter‑key delay adjustment.Results Scanner Type Speed Adjustable Result in Incident IQ Netum NSL8 No  Intermittent character loss Tera 1D No  Intermittent character loss Tera 2D No  Intermittent character loss Nadamoo (default speed) Yes (unused)  Intermittent character loss Nadamoo (reduced speed)  Yes (enabled)  100% reliable scans All testing was performed on the same computer, browser, and network.The only variable changed was scanner output speed.Root Cause Analysis (High Confidence)This behavior is consistent with a front‑end input timing race condition in Incident IQ’s search fields.Specifically:Search input values appear to be: Cleared, re‑rendered, or replaced During early focus, keydown, or input lifecycle events High‑speed HID keyboard input arrives before the field stabilizes Early keystrokes are intermittently droppedScanners that emit characters too quickly (Netum, Tera) expose this timing issue.Scanners that insert a small inter‑key delay do not.Steps to ReproduceOpen Incident IQ in Chrome or Edge Click into a search field Scan a barcode using a fast HID scanner (Netum or Tera) Repeat across several scansObserved: Intermittent loss of leading charactersConfirmed mitigation: Reduce scanner inter‑key transmission speed → issue disappearsExpected BehaviorIncident IQ search fields should reliably accept full barcode scans regardless of scanner speed, vendor, or model.Request to Incident IQ EngineeringWe respectfully request a front‑end engineering review of:Search input handling under rapid keyboard input Whether input values are cleared or inputs are re‑rendered during typing Interaction between live filtering / debounce logic and fast input Preserving input state during search initialization Deferring search execution until input completion (Enter or debounce end)If Incident IQ has recommended scanner requirements or minimum input timing expectations, we would appreciate documentation so we can align deployments.ImpactSlows asset and ticket workflows Causes repeated scanning or manual correction Forces organizations to avoid certain scanner models Creates inconsistent user experience across environmentsAdditional Information Available Upon RequestVideo recordings of failed vs successful scans Detailed scanner models and firmware Exact transmission delay settings used on Nadamoo scanners Timing comparison data Why This Should EscalateIssue is reproducible Issue is isolated to Incident IQ Issue affects multiple scanner vendors Issue has a validated mitigation Root cause aligns with known front‑end input timing patterns Assets Wed, 25 Feb 2026 14:50:43 +0100 https://community.incidentiq.com/other-54/help-menu-gone-7276 The little help menu magnifying glass button in the bottom right to let me submit iiQ help tickets has disappeared from my admin account. Has anyone else experienced this and knows how I can get it back? Clearing my browser cache did not help. Other Fri, 20 Feb 2026 22:00:47 +0100 https://community.incidentiq.com/assets-33/displaying-asset-location-details-1639 After searching for/selecting someone in Users Explorer, it displays any assets assigned to them in the card- or button-type of display (circled below). The asset type, location (including room) and asset SN is displayed. But, is there any setting that can be adjusted to add location details to this asset card/button?Reason for my question...a teacher is assigned as the primary user to a lab of about 20 desktop units, so all those units display as assets in her users’ view to help her “quickly” find an asset to submit a ticket for...except it’s not that easy because she has to know the SN of the desktop.In her classroom, she has each station labeled 1-20, so those desktop positions are recorded along with the appropriate SN they’re assigned to within the IIQ asset info (specifically, the empty box underneath “room”). If location details could be displayed on the asset card, then choosing which desktop to submit a ticket for becomes much easier for her.On a similar, but different note, is there a way to change the view in Spare Pool Management to also be able to add the location details to the asset listing that generates there? This information in this display would better facilitate some of our spare pool checkout. Assets Wed, 18 Feb 2026 21:26:46 +0100 https://community.incidentiq.com/other-54/api-help-thread-posts-about-iiq-api-use-7249 I would love to be able to make better use of the iiQ APIs.If any other users would like to share ideas, repos w code, examples, etc, let’s do it in this thread.Of if you know of other threads, please post them here.  Other Tue, 17 Feb 2026 20:05:33 +0100 https://community.incidentiq.com/other-54/resource-mapping-for-office-365-4100 I am working with Office 365 calendars, I am trying to do resource mapping. Unfortunately on IIQ we are not getting any options of any Microsoft Buildings. I can see we have some on campus here. Wondering if anyone encountered this year or manage to figure out a solution. Would love some feedback.​​​​​​ Other Thu, 12 Feb 2026 21:16:15 +0100 https://community.incidentiq.com/integrations-73/unable-to-sign-in-with-google-sso-all-users-give-same-error-7251 We’re just starting with IncidentIQ and we’ve attempted to set up our SSO with Google. But every time that I try to login with my google account as an agent, I get an error that states that I’m unable to login:Login failed: That user is not set up in Incident IQ.eEmail: Emyemailaddress@schoolsite.com], UserId: 102499456635899842209, ETag: ]I’m in as an agent and the SSO authorization looks to be ok as it’s all green check marks when we look at it as the district admin in the configuration of the Google SSO application.We’ve also tried to login as a student to see if this works as well and get the same error. That the user is not set up in Incident IQ despite being in the Student user role and Google SSO being enabled in the google admin panel for the entire district. Integrations Thu, 12 Feb 2026 15:34:19 +0100 https://community.incidentiq.com/assets-33/follow-an-asset-7236 Does anybody have a method to Follow an Asset?Example, we have (6) locations.  Sometimes, a Parent/Staff will have a Student tech device that is expected to be returned or involved in a ticket.We don’t want a Rule to get notifications on ALL Asset changes.  We just want the ability to Follow an Asset.  So, if we are expecting something… we can get notified when it happens.  Like, the Parent/Staff returns it at one of the school locations… it gets Checked In (which those Rules don’t work very well to begin with… but we don’t want notifications for All).If there was an option to Follow an Asset, then an Agent/Team expecting something to change with an Asset can just be notified specifically. Assets Thu, 12 Feb 2026 15:10:50 +0100 https://community.incidentiq.com/tickets-32/using-purchase-orders-in-tickets-that-are-not-related-to-parts-629 Is there a way to reference a purchase order in a ticket that is NOT related to parts.  For example, if someone submitted a helpdesk ticket to purchase a desktop computer, could I link that ticket to a purchase order in some way?  Tickets Wed, 11 Feb 2026 16:09:26 +0100 https://community.incidentiq.com/assets-33/meta-information-export-is-blank-7245 We currently use the Technician Name field under Meta Information to track who is currently transporting a device between sites instead of assigning it to the technician. I’ve created an asset view and applied Technician Name as the filter. The view currently contains 2 devices but when I attempt to export the data, nothing is actually exported. Is there a way to export the info as a csv?  Assets Tue, 10 Feb 2026 22:31:06 +0100 https://community.incidentiq.com/users-51/google-sso-multiple-domains-7243 When I go to manage Google SSO, I see there is an “ADD NEW DOMAIN” button.Will this let me add an additional Google Workspace domain for SSO?If so, will identical OU’s in each domain be able to be treated differently for user import?For instance, each domain has a “/Students” OU.We have a charter school that has it’s own independent Google Workspace domain and we’d like to import those users as well, but when we do OU location mapping, we need to be able to put those users in the correct location. Users Tue, 10 Feb 2026 19:53:41 +0100 https://community.incidentiq.com/assets-33/custom-asset-labels-6588 Good afternoon Team, Question.  Has anyone else experience their custom asset labels not working this morning?  I tried printing some labels out, and I notice our whole label was different.  There is also a message under admin, site options stating that “Your district has a custom asset label created by Incident IQ. If you would like to use the asset label designer, please contact customer support to reset your custom template.”  I opened a ticket about this issue (6600) and the ticket has been claimed but I haven’t heard anything back yet since 11am EST.     Assets Mon, 09 Feb 2026 15:04:03 +0100 https://community.incidentiq.com/tickets-32/ticket-description-format-in-email-7127 We’ve noticed that when our agents get email notifications about tickets, new tickets, updates, etc. in the fields showing the updates the text isn’t formatted with line breaks.  Instead it is all put together with text wrapping.  On longer tickets where there are paragraphs in the ticket is just one big wall of text making it all very hard to read.Considering how many things IIQ does great I find it hard to believe that something as simple as properly formatting the emails is something they can’t do.  Are we missing a setting or something that would resolve this? Tickets Thu, 29 Jan 2026 18:54:22 +0100 https://community.incidentiq.com/tickets-32/permissions-issue-when-importing-models-7224 I tried to search through the community posts here but wasn’t able to find anything related to this. I get a permissions issue when trying to import models, do you know what might be going on? I’ve included a screenshot of the error.  I have the default IIQ Administrator role and have imported models on this account previously. I’m reposting this ticket because I think I initially put it in the wrong section.   Tickets Thu, 29 Jan 2026 18:21:01 +0100 https://community.incidentiq.com/tickets-32/stale-ticket-counter-7153 Hoping to get some clarification on stale tickets, specifically how the stale ticket count works and what triggers the stale ticket to reset.We currently have ‘Waiting on Requestor’ rules in place that send reminders to our requestors when a ticket has been sitting in that status for a specified amount of time. When each rule is triggered, it is suppose to change the status from ‘Waiting on Requestor’ to our custom reminder 1, 2, 3, etc. I understood that this rule would count how long the ticket sat at the specified status, and then trigger the next rule. However, we’re finding that the statuses aren’t changing.It seems like the stale count is resetting when the ticket is simply touched (opened) even though no changes are being made within. Is anyone else experincing this issue, or have any suggestions to fix this?Screenshot of one of the current rules...maybe we’re doing something wrong?  Tickets Thu, 29 Jan 2026 16:31:57 +0100 https://community.incidentiq.com/integrations-73/how-are-you-managing-cname-redirects-and-ssl-certs-for-iiq-7031 Our district currently has to use AWS to handle the redirect from our CNAME to our Incident IQ instance. IIQ support has told us they are unable to manage this on their end. Has anyone else run into this? For most of our other vendors, they handle both the redirect and certificate generation, so I wanted to confirm whether this limitation is expected. Integrations Wed, 28 Jan 2026 20:14:38 +0100 https://community.incidentiq.com/assets-33/unable-to-check-asset-need-to-have-a-status-of-in-service-to-be-checked-in-3179 Unable to check in assetAsset [ Acer Spin 514 - G111345095 ] is not currently checked out - Assets need to have a status of 'In Service' to be checked in  How do i check in without it being in service ?  New Chromebooks for example, or reasigning them. I need to know how to set those permissions.  Assets Wed, 28 Jan 2026 16:43:01 +0100 https://community.incidentiq.com/assets-33/referencing-asset-status-via-asset-rules-7211 Using the Ticketing Asset rules and a webhook, I need to be able to pass the current Asset Status to a Teams channel when the asset status is updated. I’ve tried every combination of {Status}, {Asset.Status}, {Asset.Status.Name} to no avail. Is there a reference to the key/variables available to the Asset Rules engine? Assets Tue, 27 Jan 2026 19:42:33 +0100 https://community.incidentiq.com/tickets-32/new-ticket-notifications-1210 How are you going about being notified of New Tickets other than logging into and living in IIQ all day?We don’t auto assign tickets quite yet, as there are only two of us, and we try to prioritize them and work them as we get them.  I have noticed, that when new tickets are submitted by my users, that neither of us get email notifications.  The only way either of us know about a new ticket is if we look for new tickets in IIQ.I don’t see an option for “Ticket Creation” notifications for Agents in the Site Settings.  What is the best practice here?Thank you all in advance for your help.  Tickets Tue, 27 Jan 2026 15:41:26 +0100 https://community.incidentiq.com/users-51/implement-add-followers-option-under-ticket-permissions-7006 Staff role users are not able to add followers to tickets and we’d like to be able to grant some access.   Users Thu, 22 Jan 2026 21:18:52 +0100 https://community.incidentiq.com/iiq-facilities-113/creating-ticket-templates-from-facility-side-7198 My school district has maintenance assets listed under the Facilities toggle and regular classroom items under Ticketing. Our Maintenance department submits their tickets through Facilities, and they would like to set up Ticket Templates. We were alerted that they don’t see the option to add assets to their templates when creating them, though the assets are showing up in the Assets Explorer, and they need to be able to reference specific items. Is this a permissions issue, or a different issue regarding the Facilities side of IIQ? iiQ Facilities Thu, 22 Jan 2026 20:21:22 +0100 https://community.incidentiq.com/tickets-32/updating-ticket-issue-update-subtask-list-7200 Is there a way to have the Subtask list update based on the ticket created rule > create subtask list when ticket issue is changed? For example, I had a requestor put the wrong ticket issue in, when I change to the correct issue, the subtask list based on that rule is not generated. Tickets Thu, 22 Jan 2026 19:32:42 +0100 https://community.incidentiq.com/users-51/why-can-t-i-add-policies-to-user-7191 I have one user whom I have made an Agent and since adding him as an agent he has no Role permissions. I have verified that the Agent role has set permissions, but it doesn’t update for the user. In an attempt to correct this, I have removed his role, added another role, deleted and re-imported his profile with the role addition/removal again and nothing is working. His permissions show no role policies. Users Thu, 22 Jan 2026 18:41:54 +0100 https://community.incidentiq.com/tickets-32/rule-application-3462 Hey guys,If I create a rule in IQ for tickets, will it run for all existing tickets as well? I want to add a “stale ticket” rule where the priority will increase based on how long the ticket has been stale. I would like the rule to start as it’s created, not for previously stale tickets. Tickets Thu, 22 Jan 2026 00:11:01 +0100 https://community.incidentiq.com/tickets-32/tickets-closed-gives-credit-to-assigned-agent-not-resolving-agent-7176 It has been brought to my attention that when another agent closes a ticket for someone else it gives the credit to the assigned agent not the agent that resolves the ticket.  Is there a way to fix it so that the system is set to give credit to the resolving agent?  When I run report on agent performance the numbers do not reflect what agents are really doing. Tickets Fri, 16 Jan 2026 15:26:49 +0100 https://community.incidentiq.com/users-51/class-details-for-infinite-campus-api-7177 Hello,We use the Infinite Campus API.  Is there a way to define what is displayed in the students “Classes” section?  We would like to add the teacher name.  Thanks, Glenn Users Thu, 15 Jan 2026 23:37:07 +0100 https://community.incidentiq.com/integrations-73/get-all-tickets-for-specific-forid-using-api-7166 I’m looking for a filter to use in a POST to /tickets that allows me to return all tickets based on the “ForId” in the ticket. I know I can do this by returning all tickets and then filtering the list in my tool, but we’re approaching 70k tickets which would be hundreds of pages and an almost 400mb JSON file returned each time, so I was hoping for a more efficient method using a filter in the body. I’m building an automation that randomly selects a subset of users from a very large list of users and creates a ticket with them as the “On Behalf Of” (ForId in API speak). I’m randomizing and limiting so that I don’t overload my techs with hundreds of tickets at once. Once the ticket is complete, there are mechanisms to remove them from the list getting randomized for future batches. I want to be able to create another batch of tickets before the first batch is necessarily 100% complete, so I’m wanting to see if the specific user already has this specific ticket created for them and then filter them from the list if the ticket already exists. This will prevent duplicate tickets if they happen to be randomly chosen a second (or third) time. Integrations Mon, 12 Jan 2026 19:01:00 +0100 https://community.incidentiq.com/tickets-32/fee-tracker-automation-best-practices-7150 We are looking to implement Fee Tracker in our IIQ tenant. How does your district handle automation with Fee Tracker and IT Ticketing? We are looking for a robust way for principals/administrative assistants to be added as followers whenever there is a fee update to a ticket. Cheers! Tickets Fri, 09 Jan 2026 16:32:53 +0100 https://community.incidentiq.com/other-54/updating-parts-cost-7136 Why is updating the cost of a part is complicated? The BOT initially referred me to Import Parts which does not have Unit Cost. When I mentioned that, it corrected itself and told me to Import Inventory. Which I did, then I noticed that it skipped the part because it was saying that no parts are found. Long story short, I exported the part, updated the cost and import the file. Then had to made sure that Qty Available at Location(s) is mapped to Location even though that field is empty before it allowed me to import the inventory and change the Avg Cost. There has to be a easier way of updating this... Other Thu, 08 Jan 2026 15:56:40 +0100 https://community.incidentiq.com/users-51/labor-type-when-logging-time-7156 Hi everyone,I’m wondering if it’s possible for an agent’s Labor Type to automatically display when they go to enter their time on a ticket. In Layla Stone’s post from a year ago on Labor Types, it mentions:“Upon logging in, the Agent field will automatically display the user’s name, and the Date field will show the current date.”It seems logical that their Labor Type would also auto-populate so they don’t have to scroll through the 25 Labor Types we currently have listed.Questions:Is there a way to make Labor Type autofill based on the agent? Or am I using Labor Types incorrectly? Should I just leave the three original types (Weekend, Standard, OT)? I created additional Labor Types because I update hourly rates for each agent and thought I needed to update Labor Types too. If both don’t need to be updated, and I keep only the three defaults, will labor hours still calculate correctly?Any guidance or best practices would be greatly appreciated! Users Tue, 06 Jan 2026 17:49:37 +0100 https://community.incidentiq.com/iiq-facilities-113/location-issues-7152 Our school district has dozens of custodians, including many who rove between schools. Often, these custodians submit work orders for schools they are not permanently assigned to in IIQ. Currently, they need to remember to use the “Edit Location” option, but this has proven challenging for many of them.Is there a way to make location selection more prominent—perhaps within the main work order entry area—so it’s easier for custodians to choose the correct site when submitting a ticket?I’m new to our district and learning all about IIQ. I’ve recently been designated as the point of contact for IIQ within our facilities team, and this issue has come up several times. So far, I haven’t found a solution in any of the threads I’ve reviewed.Any tips, best practices, or configuration options would be greatly appreciated! iiQ Facilities Wed, 31 Dec 2025 02:38:31 +0100 https://community.incidentiq.com/tickets-32/api-google-apps-script-7137 I would like to pull all ticket data from this year into a Google Sheet (nightly) so I can create custom reports. Anyone know how to do this using Google Apps script and an API call? Thanks. Tickets Mon, 22 Dec 2025 23:03:45 +0100 https://community.incidentiq.com/tickets-32/how-do-i-undo-returning-a-spare-asset-7145 I accidentally returned a spare asset on a ticket that I was updating because the spare asset had NOT been returned. Is there a “best practice” way of undoing this action?(I tried deleting the “return spare” action, which did delete the action, but the asset is now no longer associated with the ticket, other than in the reference in the “issue spare” action in the timeline.)(Somewhat relatedly, is there a way of backdating actions that are entered absent-mindedly after the fact? Clearly this would be something to avoid.) Tickets Mon, 22 Dec 2025 21:30:22 +0100 https://community.incidentiq.com/tickets-32/can-i-use-inventory-in-a-ticket-without-the-prices-7135 I work on a fleet of chromebooks at a school.  Typically we charge student fees for the Middle and High Schools, but not in K-6.  We also have incidents where the student is not at fault for defective parts. We do not want to charge fees for K-6 or defective parts.When we use an inventory item, it always displays on the ticket with a running cost.  We do NOT want our office staff to charge student fees for items that should be replaced free of charge.  It leads to confusion and sometimes these fees are added that shouldn’t be.For example, a chromebook has a defective battery.  So I add the part to the ticket (taking qty 1 out of our inventory) and the part is added to the ticket including the cost of the battery.Is there a way to have iiQ adjust our inventory, but NOT charge the student a fee?Thanks, can’t wait to see some input on this problem Tickets Fri, 19 Dec 2025 22:33:08 +0100 https://community.incidentiq.com/apps-52/sync-device-status-to-mosyle-7068 Hi all, I am hoping for a way to sync device status from IIQ to Mosyle so we know when a device has been damaged or replaced. As Mosyle doesn’t have an inbuilt “Device status” attribute and IIQ supports syncing back tags, I was hoping to just sync IIQ’s status to Mosyle as a device tag; unfortunately, device status isn’t an option to sync as a tag. Is it possible to add “Device status” as an option to sync to Mosyle as a tag? Seems like a pretty straitghtforward request. Thanks! - Jack Apps Thu, 18 Dec 2025 19:53:29 +0100 https://community.incidentiq.com/assets-33/assets-map-linking-by-room-4391 I tried to do a search on this and couldn’t find an answer.If I pin my rooms on the Interactive Map, would assets which are already located in that Room be pinned automatically or do I have to pin each asset to the room manually even though the asset has an assigned Room already?That was my initial request during the first stages of the Maps planning with IIQ team. Assets Thu, 18 Dec 2025 19:26:37 +0100 https://community.incidentiq.com/tickets-32/set-an-asset-location-and-room-using-a-shortcut-7116 Is there currently a way to set an assets location and room using a shortcut from a ticket?  I would like to change an assets location using a shortcut as I assess the asset through tickets.  Currently, I have to open a separate window to do so and sometime when I am doing multiple of the same asset, it gets a little confusing because sometimes the window hides behind another window.  Anyway, any help would be much appreciated. Tickets Tue, 16 Dec 2025 16:12:00 +0100 https://community.incidentiq.com/assets-33/asset-filter-attached-to-open-ticket-7088 Issue:Trying to find devices, that are assigned to students, that have an open ticket.Current Method:Ticket filter: “Has Asset Attached” and State = “Open”, export that list and add the Tags to an Asset view with the Role = Student filter.Solution:Asset filter of “Asset Attached to Open Ticket”.Our current process, regarding broken student devices, is to check the device in, create a ticket, issue a new device, and then repair the broken one. I am trying to identify when this process isn’t followed as, currently, we don’t have a process to catch/correct them. Assets Tue, 16 Dec 2025 13:23:21 +0100 https://community.incidentiq.com/tickets-32/edit-original-ticket-description-4835 How do I edit the original request detail that I was the requestor for? Tickets Mon, 15 Dec 2025 14:46:54 +0100 https://community.incidentiq.com/tickets-32/editing-ticket-problem-description-2931 Is there a way to edit the problem description of a ticket that you created? My manager created a ticket for himself to track some work but he forgot to add a few lines of information when he submitted the ticket to himself. I thought this would be useful to change these as needed even if it is for yourself.  Tickets Mon, 15 Dec 2025 14:45:23 +0100 https://community.incidentiq.com/assets-33/rapidscan-with-multiple-bulk-options-7112 I’d like to rapidscan a bunch of chromebooks and mark them Active and move them to a new location at the same time.  But it doesn’t seem to be an option.  Looks like one bulk action at a time.  Is that correct? Assets Fri, 12 Dec 2025 18:59:58 +0100 https://community.incidentiq.com/assets-33/rule-to-disable-chromebook-based-on-user-role-change-7105 I would like to create a rule that when a user is disabled (their role is removed) their assigned Chromebook is disabled. Is this possible? Assets Fri, 12 Dec 2025 14:42:20 +0100 https://community.incidentiq.com/tickets-32/notification-fatigue-7107 Sometimes when creating a ticket with many actions, users/techs will be bombarded with every action as an email. Are there way to limit this (create summaries, collection ‘x’ amount of notifications before sending them as one, etc..? -Marcus Tickets Thu, 11 Dec 2025 22:21:30 +0100 https://community.incidentiq.com/tickets-32/ticket-pages-not-loading-completely-7075 Our team has noticed in past few months that our ticket pages are no longer loading every ticket item that we have set to display. For example, when choosing 50, 100, or 200 items per page. It only loads the first 10 or so that you’re actually able to see on your screen. In order to get the rest you have to completely scroll down until you’ve reached your specified number. In the past these would all load when the page loaded, making it easier to navigate and search tickets on that page.  I reached out to support and was told it was working as intended. I stated that it worked in the past and asked why we would have the option to choose how many items per page we wanted if it didn’t actually load them all? To me that is not working as intended.. They escalated the issue. After the escalation I was again told it was working as intended and to submit a feature enhancement request through this idea exchange.  I’ve attached a screenshot below of what happens as you scroll down to load the entirety of the page. The tickets are not truly loaded until you scroll to them. I have also confirmed that it behaves the same on Chrome and Edge.  Please can we get our pages to completely load based on the amount of items we have set to display per page? I will add that user lists and rooms will load as expected, it seems to only be affecting tickets right now. However, we do need this functionality across Ticketing, Events, and Facilities.    Tickets Thu, 11 Dec 2025 20:13:24 +0100 https://community.incidentiq.com/other-54/dark-mode-theme-7100 Dark Mode would be a great addition. I’ve seen this was suggested before, but wanted to reopen this discussion as I see it has not been implemented. We here at TD3 just joined into the program and would all greatly benefit from a dark mode being available please! Personally I deal with a bad eye strain issue, being far-sighted. Thank you for considering this option, it would be very appreciated! Other Thu, 11 Dec 2025 00:59:09 +0100 https://community.incidentiq.com/users-51/create-a-ticket-using-a-a-user-rule-and-ticket-template-572 We are struggling with trying to find a way to create a ticket, using a ticket template, based on a user rule.  We can get all actions to work except “Create Ticket”The use case is if we have a user go to “No Access” that still has a device assigned we would like to create a ticket.We would also like to use this to trigger a ticket when we update a user to indicate they are leaving the district and we need to collect assigned devices. The user rules have the option to create a ticket but we have not been able to get it to work. Users Tue, 09 Dec 2025 21:26:57 +0100 https://community.incidentiq.com/tickets-32/allowing-certain-users-to-only-see-specific-tickets-7084 Goal: To allow our accounting department to only have access to tickets with fees without letting them access other non-fee tickets.  Also to not change any visibility for our other agents. Would this work?  If I created an accounting team with a permission policy that does not have any ticket permissions checked.  Then created a rule that once a ticket is updated with the amount applied filter set to greater than zero it will perform the action of assigning the ticket to the accounting team.  Would this allow accounting team members to view only the tickets assigned to them without accessing any other tickets? Tickets Tue, 09 Dec 2025 15:12:08 +0100 https://community.incidentiq.com/apps-52/fee-tracker-payment-7091 For those of you using fee tracker, how do parents pay fees? I notice it doesn’t email them a payment button like Vanco does.  Apps Mon, 08 Dec 2025 21:58:35 +0100 https://community.incidentiq.com/assets-33/deleted-custom-field-from-assets-still-showing-7094 I created a custom field in for a group of assets and gave it field type as number. Did import on those assest with new custom field. Didn’t like the format (OCD). Attempted to edit the custom field itself, but could not change field type. Ended up deleting custom field and then adding again with field type as text. Did import and now I have two of the same fields. (see image) When I hover over the lock icon, it states that it is deleted and can no longer be updated. If it is deleted then why is it still even showing? Please advise.   Assets Mon, 08 Dec 2025 20:52:58 +0100 https://community.incidentiq.com/tickets-32/is-there-a-way-to-upload-files-in-a-dedicated-section-of-a-ticket-outside-of-comments-7090 We have a team of Project Coordinators who frequently upload important documents related to the project lifecycle into work tickets. Currently, the only option is to attach these files in the comments section. Over time, this pushes documents farther down the ticket, making it difficult to locate them later without scrolling through multiple comments.Is there any way to:Upload files into a single, dedicated area of the ticket (for example, below the Info section or somewhere on the right-hand side)? Keep all documents organized in one place rather than spread throughout the comment thread?I understand this might be a minor feature request, but having a centralized document area would improve efficiency for our team. Any advice, workarounds related to this would be appreciated! Tickets Mon, 08 Dec 2025 20:37:35 +0100 https://community.incidentiq.com/tickets-32/updating-ticket-model-issue-via-rule-7046 Hello!I would like to allow all of my teachers to submit Staff Device repair tickets using a single Ticket Template.However, when I do that, it means I need to select a single Location and a single Model to submit the ticket under.I have created a “Dummy Model” which can be selected at time of ticket creation called “Staff Device” and given it the issue type “Needs Service” which is just a Description field.Given that we store device associations, building associations and more within IIQ, IIQ already has all of the information required to get the ticket in the correct state, without asking the user submitting the ticket to enter anything:Location of user will be their assigned Location in IIQ, fed from Google SSO Asset Tag of device is the main computer/device assigned to the teacher Model of device can be assumed from Asset TagAt this point, truly all I require from the user is a description of the problem.  I am not concerned at this time with having unique issue types per model. Is there a way IIQ can (without API calls being made from an outside server) see that a ticket with FILTER states X and Y has been submitted and then make a GET call to fetch the User info, followed by a POST call to update the Ticket WITH that User info?  I would rather not require my users OR techs fill in this information which was already stored in the system once.  I have a rule: “No Numbers Typed Twice”! Tickets Mon, 08 Dec 2025 18:49:47 +0100 https://community.incidentiq.com/tickets-32/how-tickets-are-being-submitted-6998 Just a question.  We are still having a vast majority of our tickets submitted through email.  I would like our district to really push the submissions through IIQ for obvious reasons.  Who has done this and what were some of the issues.  I still would want the option to send a ticket using email but I want that to be the last option for the user.  What worked for those who switched and what were some best practicesThank you Tickets Mon, 08 Dec 2025 15:02:00 +0100 https://community.incidentiq.com/assets-33/view-assets-that-failed-verification-7086 I am trying to create an asset view that shows me if the asset passed or failed it’s verification.  We have 10 + tech’s that verify and need to see what assets are failing.  Is there a column that we can see this information?  Thanks. Assets Fri, 05 Dec 2025 17:36:34 +0100 https://community.incidentiq.com/tickets-32/how-do-i-change-the-way-my-tickets-are-sorted-the-default-view-is-is-not-by-ticket-number-in-descending-order-7070 I have to change the way my default campus is sorted every time I view my campus. Is there a way to change the default view for how they are sorted on my dashboard.  Tickets Tue, 02 Dec 2025 23:34:24 +0100 https://community.incidentiq.com/tickets-32/cannot-check-in-spare-7072 I have a ticket that had a spare attached to it.  I checked in the spare, but the ticket is saying that the spare is still checked out.  I even tried re-checking out the spare and turning it back and it and that did nothing but make a duplicate record.  Any help would be much appreciated because I cannot close the ticket until the spare is returned.  I even tried closing the ticket as a duplicate and it said that the spare had to be returned before the ticket can be closed.   Tickets Tue, 02 Dec 2025 14:09:34 +0100 https://community.incidentiq.com/other-54/what-ip-address-es-do-i-need-to-whitelist-when-receiving-webhook-http-post-requests-from-iiq-7056 When using IIQ webhooks via HTTP POST or GET method via URL, which IP addressed I need to whitelist on our firewall in order to allow those requests to be delivered into our processing server? Other Mon, 01 Dec 2025 23:50:16 +0100 https://community.incidentiq.com/tickets-32/not-required-field-being-required-6628 Two custom fields in a ticket are now requiring to be filled in, but they are not marked as being required and they do not need to be required. When I go to edit the custom field, everything looks set correctly for it to not be required. Was wondering if there is somewhere else I should be looking or if I overlooked something? Tickets Mon, 01 Dec 2025 23:32:34 +0100 https://community.incidentiq.com/assets-33/how-to-required-notes-comments-field-on-asset-page-648 Under the Asset page there is a section with the heading Meta Information and a required notes comments field. I want to make it not required but not sure where to do that. Assets Mon, 01 Dec 2025 22:21:24 +0100 https://community.incidentiq.com/tickets-32/custom-view-daily-ticket-stats-7022 I would like to easily create a custom view or way to see this data. Columns would be:DateTickets Open TodayTickets Closed by Tech 1Tickets Closed by Tech 2Total Tickets ClosedTickets RemainingAny ideas?Thanks,Dave Tickets Tue, 25 Nov 2025 16:45:47 +0100 https://community.incidentiq.com/users-51/iiq-login-page-customization-928 Hi,I would like to know if our district’s iiQ login page can be customized to post a help desk phone number or a link to our “How To Log In” document to guide our parent users in the district in using this system. Thank you.    Users Tue, 25 Nov 2025 03:16:58 +0100 https://community.incidentiq.com/tickets-32/add-print-function-to-iiq-tickets-7032 Hi! I have two coworkers that, I believe, have the same general level of admin access but different options within a ticket. Employee 1 has an option to “Return to Dashboard” or “Print” in the bottom right corner of their view of a ticket (pictured below), which allows them to save a sort of receipt, or log, of what was included in the ticket. The other, Employee 2, does not have the option but would like it. Does anyone know what needs to be toggled to give Employee 2 the same ability? Employee 1’s option  Tickets Mon, 24 Nov 2025 20:40:35 +0100 https://community.incidentiq.com/assets-33/assigning-loaners-without-a-ticket-and-setting-up-rules-for-reminders-6851 We are currently in the process of building out iiQ and have run into a snag with spare pool. Currently we give out 2 types of loaners; daily (for students who forgot their chromebook) and extended (for damages/repairs). The system we are using now allows our staff to quickly assign daily loaners by scanning the student barcode and the asset barcode and with email the student daily to remind them to return the device if they have not done so. We are running into an issue setting it up this way in iiQ without having to create tickets for these daily loaners.  Does anyone have any insight into how we can make this a quick process for staff to assign loaners and have rules set to auto email students? Assets Fri, 21 Nov 2025 17:55:31 +0100 https://community.incidentiq.com/tickets-32/dashboard-unassigned-queue-by-location-6993 Is there a way to configure the dashboard unassigned queue so that each technician only sees the locations that they are responsible for? Tickets Fri, 21 Nov 2025 17:35:58 +0100 https://community.incidentiq.com/tickets-32/workflow-for-charging-for-repairs-5176 Good morning! What’s the best way to setup IIQ for the following idea?  My tech will submit a ticket for a broken screen and perform the repair.  After he is done, I want to get notified that I will now need to generate an invoice for the student and their family.  I feel like I’m over thinking it, but wanted to see what others have set up. Thanks! Tickets Thu, 20 Nov 2025 22:59:23 +0100 https://community.incidentiq.com/assets-33/creating-new-models-by-api-6040 Hello, I would like to push the information regarding new models directly into incidentIQ from our Purchase Order lines, and thereby skip the step of requiring my office manager to do the process manually of inputting the new Model information. Does the API support creating new models like it does creating new Assets? Assets Thu, 20 Nov 2025 22:30:57 +0100 https://community.incidentiq.com/integrations-73/filtering-which-events-make-it-to-google-calendar-7045 We are exploring the Google Calendar integration with iiQ Events and were wondering if there’s a way to only allow certain event types to export to the Google Calendar? We would like to use it as a public facing calendar so we don’t want internal events like conference room meetings and IEPs to appear on it. Also is there a way to link to multiple Google Calendars so we can separate our events based on building? a full district calendar can get crowded. Integrations Thu, 20 Nov 2025 17:09:28 +0100 https://community.incidentiq.com/assets-33/storage-location-room-numbers-6984 Is it possible to have a location’s room numbers as possible storage locations? We don’t have a warehouse or designated storage locations except for some closets, shelves, and cabinets. I’d like to be able to select a specific room for the storage location rather than typing in a blank field.  Assets Wed, 19 Nov 2025 18:12:24 +0100 https://community.incidentiq.com/users-51/filter-user-revisions-6897 Not having a timeline for users the way assets do is a pain, as the revisions lists every sync with SIS and you have to scroll forever to find things like a device assignment. Is there a way to filter the results?  Users Wed, 19 Nov 2025 16:45:46 +0100 https://community.incidentiq.com/tickets-32/adding-attachments-files-via-new-ticket-creation-api-7038 I have a few Powershell scripts that are generating data that is useful for some teams. I’d like to add files, mainly csv, to tickets during ticket creation using the New Ticket API. I’ve got ticket creating sorted with no issues but I’m having trouble finding good info on creating the file through the File API, and then adding it to a new ticket. Has anyone found something that worked? Tickets Wed, 19 Nov 2025 16:21:11 +0100 https://community.incidentiq.com/tickets-32/rule-s-that-change-parent-ticket-to-in-progress-again-after-subticket-is-resolved-7012 Afternoon!I am looking into creating a rule that only fires when the Subticket has been resolved, in which the Parent Ticket goes back into “In Progress” status.  Right now, the rule on creation places a Tag on the parent ticket called “Waiting for Department Escalation” and changes the status to “Waiting for Department Escalation.”  When the department closes the subticket, I’d like the Parent ticket to go back into “In Progress” automatically.   I’ve tried comments, resolution actions, and everything in between to create a rule on update.The problem is that the closing of the Subticket is slow, and the Parent ticket updates too quickly so it doesn’t catch the next Rule.  Also, ignore the Issue Types: TEST TICKET That’s my sandbox so it doesn’t happen anywhere else except with test tickets. Help!  Tickets Wed, 19 Nov 2025 14:47:23 +0100 https://community.incidentiq.com/tickets-32/filter-for-multiple-asset-for-user-7003 I am wanting to know if anyone knows how to create a filter to view users that have had multiple tickets.  The issue is, we want to see students who have had multiple devices checked out to them or tickets to keep track of students who are mistreating chromebooks.  We create a ticket for repair when a chromebook goes out, it would be nice to see what students have had multiple asset changes/tickets. Tickets Wed, 19 Nov 2025 14:39:25 +0100 https://community.incidentiq.com/assets-33/how-to-stop-owner-field-from-being-required-when-editing-asset-7039 I’m trying to set up and manually fill in some custom fields for our software assets. Every time I go to edit an asset the form sets the ‘owner’ field as required, forcing me to select an owner, make my changes and save the asset, then go unsassign the owner from the asset view’s list. Is it possible to make the owner field not required in the first place?  Assets Wed, 19 Nov 2025 14:21:40 +0100