Other

We have set up a rule in Events that will put an event request into a separate approvals process if the organization has been marked as Restricted or Pending Approval. This would happen, for example, if an organization’s insurance had expired since the initial sign up, and then they attempted to put in another event request with expired insurance. As part of our rule, we have created a specific email notification that goes out to the Organization Approvals Team who is notified that they need to review the submitted insurance and/or request new insurance.However, it seems that even though we have the rule set to stop processing rules, the next step approval team (a building based team) is also being notified via email. The email looks like a default message from the IIQ system titled an “Event Request Summary.” Attached is a screenshot of the email. Is there any way to turn this notification off? We do not want our building base approvals team to be alerted that there is a pending event

For some reason the delete option isn’t available on my previously saved views making it impossible for me to delete them. Any idea on how I can resolve this issue. Below is a screenshot of what one of the views look like. Normally you will see the “delete view” option in the lower left corner of the view designer. Please help me….  

Hello Incident IQ Support / Community,We’re continuing to experience an issue where the signature field in Forms does not accept touch input on both Windows touchscreen laptops and Chromebooks. The signature box only works when using a mouse or trackpad.The Incident IQ mobile app cannot be used as a workaround since Forms aren’t viewable in the app.However, we discovered that using a mobile browser (iOS/Android) and enabling Desktop Mode allows the signature field to function properly with touch.It would also be extremely helpful if the mobile app supported Forms, as that would be the ideal way for staff to collect signatures quickly and easily on mobile devices.Could you confirm if this issue is already under review and whether a permanent fix or mobile support is planned?Thank you,MikePaterson Public Schools

Is there a way to change this setting within iiQ?  DST ended this past weekend, but it appears that our tickets today are still displaying an hour ahead.

Are other districts experiencing issues with iiQ loading at the moment seems like the whole system just went down? 

What are the available IIQ variables(for Mosyle MDM) that can be passed into a webhook ? **For example: Bearer Token(Authorization), Device UDID, etc.

I am trying to create a view that shows two types of devices: Devices purchased through a specific funding source, OR Other devices assigned to users (not tied to that funding source). i would like both filters to include both sets of devices — not just the ones assigned to users from that funding source.  

Issue categories can be better differentiated with unique icons (e.g. a “wi-fi” icon for issues about internet, a “mouse” icon for issues about peripherals, etc.). This makes it much easier for users to find what they’re looking for!I started by creating custom issue categories for various models in Administrator > Issues. After creating the issue category, I noticed that if I hover my cursor over the name of the custom category, a “pencil” icon appears allowing you to not only edit the name, but select an icon for it as well!  In the above example, I created a custom category called “* Internet” and assigned a “wifi” icon to it. However, I ran into an issue — the selected icon never appeared anywhere. I had hoped it might appear on the boring, nondescript folder icons on the ticket wizard, but no luck. In fact, I didn’t see this icon appear anywhere. Not even in this list of issues.What am I doing wrong? Thanks.

Good afternoon,  How do I make and print a list containing the organization, calendar date/time, and location. I would like the list to be within a date frame and have it sorted by earliest date first and location. 

Hello.  Due to the lack of feature availability in the mobile view/app of IIQ compared to the full desktop view, we often find ourselves trying to use desktop view in the Chrome browser on Android.  However, ticket lists do not display text:  Tapping on a row does open the ticket details page, but it's completely trial and error to find the desired ticket.  Does anyone have a solution for making desktop view functional on a mobile device?  The in-field user experience has been challenging at best for us.  Thank you! 

How are other districts handling Public Records Act requests with Incident IQ?  We have a request for all tickets with specific search terms.I need a way to find all tickets by these search terms (about 20 terms) and a way to export the tickets in bulk to send to our legal team.

Is there a way to send monthly reports to school administrators and supervisors on tickets and/or broken devices for tracking purposes? I know there is the analytics report but it only downloads in a pdf or image file which really doesn’t look good. Is there a way I can automate this process to where it is done every month to certain people?

I created a new issue category but it's not populating when I create a ticket. I created the new issue category under the “other issue” tab. Hopefully this makes sense.  

In the past a line appeared through a To Do item after clicking on it. This item would then be transferred to All To Dos and leave the main list. This is no longer occurring. The line appears but the item does not move and after a few minutes the line disappears and the item is still in the main list. Not sure if this is a change or a bug.

We have a multi-stage approval set in our Events module for the following: When the ticket is created, a rule fires off that sets the following EAW: Awaiting Approval (Custom Ticket Status - Awaiting Approval workflow stage) Approved by Principal Assistant (Custom Ticket Status - Awaiting Approval workflow stage) Event Request Denied (Custom Ticket Status - Resolved workflow stage) If the principal assistant approves the request, then we have an update rule that fires off with the following EAW: Awaiting Approval (Custom Ticket Status - Awaiting Approval workflow stage) Approved by Building Principal (Custom Ticket Status - In Progress workflow stage) Event Request Denied (Custom Ticket Status - Resolved workflow stage) What is happening, is that when the principal assistant approves the request, it goes to the building principal for approval. However. if you check the event itself, the event status says Approved. We are trying to figure out why this is the case, as our understand

We have a unique scenario where one of our office clericals enters in requests for other Staff in the district. The issue is that she wants the Staff member to receive an email notification when the event is created.Since the office clerical is the event owner, the Staff member would not receive an email notification when the event is created. Normally we would just tell her to change the event owner to a Staff member, however this would cause an issue with our rules. We currently have a rule where if the event owner is the office clerical, then the event is automatically Approved without going through our usual approval workflow.So if the office clerical changes the event owner to the Staff member, then the event wouldn’t be auto approved. We had hoped that creating a custom field of type “IIQ User” and adding it to the Event form would solve this, however the rules engine doesn’t appear to be able to grab the user that the person selects.I’ve been searching the Community to see if th

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

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

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

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

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

Is it possible to have more detailed ticket filters? I would love a view where I am either a follower, requestor or the agent on a ticket. Basically any ticket I am involved in.It seems in my somewhat limited testing, that the filters get AND’ed. I would like a view where any of them are true.What am I missing? Thanks! James

Hi, My Team is opening a new building this year and retiring two others. I was wondering how to handle removing the old locations properly when it comes to assets and users.I have figured out how to set all users to migrate with our SSO to the new location along with any of their assets updated through a google or microsoft sync. I also have the new buildings room data filled out, but is there any other actions that need to be taken when it comes to opening and closing a new building Thankyou

I’m attempting to build out our Knowledge Base, but when I try creating a new article, my full list of categories are not visible in the category drop down menu. When I search for the desired category nothing is found.