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Find FAQ's, discussions, and best practices about topics outside of the main categories

  • 279 Topics
  • 986 Replies
279 Topics
TAnders
Specialist
TAndersSpecialist
asked in Other
Is there a rule option to "ignore site options" for asset automation?

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

523
TAnders
Specialist
D
DHenderson 35dde pasadenaisdObserver
asked in Other
performance issues this morning

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

281
Hannah Bailey
J
JAlspach 157bd05 shastacoeObserver
asked in Other
Ticket (or likely anything) filter with more options ("and", "or", etc...)

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

693
J
DKelly 430e93d tonacsd
DKelly 430e93d tonacsdObserver
asked in Other
Decommission Locations

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

18812
Kathryn Carter
Melissa_iiQ
Melissa_iiQEmployee
published in Other
Third Party Vendor Access to Incident IQ

Are you wanting to manage Third Party Vendors in Incident IQ for Facilities or Technology? Depending on the level of access needed, it is a simple process!Note: The following steps are all dependent on how your district would like to function vendor accessibility and their exposure to Incident IQ. If you want them to have login access:Create vendors in iiQ (two ways) it is recommended to put Vendors in the guest role and give said vendor(s) a higher subset of permissions. Local Creation Some districts create ONE central vendor login, and others create a login for each individual vendor. This is district preference. SSO Creation Create Teams (two ways) Team creations can be used for assigning permissions OR routing rules if the vendor(s) are expected to work tickets in iiQ. Manually inside of iiQ Group to Team Mapping through the SSO (recommended if creating vendors through SSO Creation) Assign Permissions Assign permissions to said vendors individually or to a team See our Defi

100
Melissa_iiQ
E
ethomasObserver
asked in Other
Unable to select/search all Categories when creating Knowledge Base Articles?

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.  

181
LWoods_iiQ
M
MGold 253567b pinehillObserver
posted in Other
Mobile App Use

Is anyone else having their facilities team working out of the mobile app? We have permissions set properly and everything works fine on the web. In the mobile app users are having issues getting into the correct product or even working tickets. They only have the option to cancel tickets. I’ve submitted a ticket with IIQ but the response is:“The issue is under development with our engineering team. There is no reported release date yet, but the development has already begun. Once I have more information on the expected release date, I will make sure to update you. We appreciate your patience. “ If I give them full admin rights the mobile app works as advertised. 

383
Kathryn Carter
D
DAdmin 24323bd claytonschoolsObserver
asked in Other
Our policies have been deleted

I know that it has been reported that there is an intermittent ticket and asset issue, but our created policies/permissions for our agents, staff and students have completed been deleted, which has now completely derailed our settings.  Also, the help option in iiQ is no longer available in order to report a problem or create a ticket with iiQ support.  Just wondering if anyone else are having the issues along with the reported viewing problem?

629
Kathryn Carter
J
Specialist
jclarkSpecialist
posted in Other
iiQ Performance Issues

Nothing seems to be loading in our site - nothing posted to the status page yet.Example from my dashboard... Multiple people have reported this to me already within our district, nothing is loading.

594
AHolley_iiQ
L
LimbaniObserver
asked in Other
Unable to add knowledge base articles

Whenever trying to add a knowledge base articles I receive an error that the category is necessary. When trying to select for a category, the drop down either does not appear, or flashes for a second and does not allow me to add any category. I have had this issue for several days. 

292
L
A
ASchultz 567f604 msd19Observer
asked in Other
Calendar View Customization

Hello! I’m over scheduling all athletic events and making sure there is no overlap etc. In the list view I can see the room location (gym/field house etc) but on calendar view which is what coaches will view first, it doesn’t show the room unless they click on it, which isn’t ideal. Is there a way to show the room on the calendar view without having to toggle back and forth to list view? Or can we change the color based on location? Thanks!

141
LWoods_iiQ
M
MLloyd 4675b73 hbschoolsObserver
asked in Other
IIQ Events rooms sort order

When selecting rooms for an event rooms do not appear to have a particular sort. Is there a field that controls how rooms are sorted in the list? It does not appear to be numeric. 

324
AHolley_iiQ
L
LJackson 3508588 desotoObserver
asked in Other
Are we able to create a wiki or knowledge page

Are we able to create a wiki or knowledge page with information on incident IQ in any kind of way for the students parents or teacher ?

403
EStapf_iiQ
S
SGriffin 1837c05 ortnObserver
asked in Other
finished courses now say not started in academy

I recently finished 6 courses, but when I logged back in today, it said I had completed just the one I completed today. thoughts?

171
Hannah Bailey
K
KeithObserver
posted in Other
SSO Not working

Our district is having issues with SSO to the platform this morning. And “Unable to login with the username and password provided. You might not have permission for this system. Please contact your school admin.”

1035
Hannah Bailey
K
KCortez 85384e0 udsdObserver
asked in Other
slowness and unresponsive

Good morning team, Anyone else experiencing Incident IQ being slow and unresponsive?  I have tried Chrome and Edge both seem to giving me the spinning wheel.  Print asset labels is also and issue not getting the printer prompt pages just spins. thank you 

403
K
A
Participant
AMeyer Greendale SchoolsParticipant
asked in Other
Community emails marked as spam?

As of this morning (possibly earlier than today), any email from the iiQ Community is landing in my Gmail spam folder. The messages have a banner above them that states: “The sender hasn't authenticated this message so Gmail can't verify that it actually came from them. “Screenshot below. Is this something on our end that needs to be addressed? 

556
A
Participant
A
ATridgell 501244 wwrsdObserver
asked in Other
Platform down?

Everything is running extremely slow or not loading at all, both on the ticketing side and asset side. We can’t do anything on the platform. Already tried the usual troubleshooting of clearing browser cache, etc. The platform status page states there’s no issue.

1025
C
bwilkerson
Contributor
bwilkersonContributor
asked in Other
Performance Issues 6/16/25

Anyone else having performance issues with IIQ?  Blank pages.  Data not loading.  I cannot even submit a support ticket because no options to select will load.   

433
K
C
Contributor
christine214Contributor
asked in Other
Is IIq down?

Is IIQ down for anyone else?  I am getting lots of blank pages or spinning circles.  Been about 10 minutes now.  Nothing on platform status page saying its down.

1174
LWoods_iiQ
MPeters 48079a4 stjacademy
MPeters 48079a4 stjacademyObserver
asked in Other
Chrome Version 137.0.7151.69 unable to access Help Center

I’m using Chrome browser Version 137.0.7151.69 (MacOS) and cannot access the Help Center. I switched to Safari and I was able to access the Help Center to make this post. After clicking “Help” it takes me to the page in the screenshot below. The sign in button doesn’t work. I can request a verification code but when I receive one it brings me back to this page. The “Help Center” link in the upper right corner of the screen doesn’t work either. I have cleared the cache and this does not fix the issue. Is anyone else having a similar issue?

491
EStapf_iiQ
Steve Rinehart
Steve RinehartObserver
asked in Other
Request for Automation of “On Behalf Of” Ticket Assignments from Forwarded Emails

Hi all,We’ve encountered a workflow issue with how tickets are created from forwarded emails, and we’re wondering if there’s a way to automate part of this process.Currently, when someone forwards an email to our helpdesk, the ticket is correctly attributed to the original sender (e.g., Jimmy). However, we would like the system to also recognize the person who forwarded the email (e.g., Billy) and: Assign the ticket requester as the person who forwarded the email (Billy), and Set the ticket as being submitted on behalf of the original sender (Jimmy). Right now, we have to manually edit each ticket to reflect this relationship. Ideally, we’d love for this to happen automatically so both individuals are connected to the ticket and are aware that it’s been submitted.Is there a feature, setting, or workflow automation in iiQ that could support this behavior?Thanks so much for your help!

431
Kathryn Carter
J
j_collinswbObserver
asked in Other
Field Trips or Offsite Activities in Events

We want to include any school field trips or offsite events in IIQ so everything is in one place.  It appears all Events require a room, so I created a room called “No Location”. I have a situation where there are multiple field trips from one school happening in one day, but I can’t book the second one, since “No Location” is already booked.   Is there way to allow a room to have multiple reservations?  I want to avoid having “No Location-1”, “No Location-2”, etc.

342
Hannah Bailey
N
NVeni 2333a2c bbrookObserver
asked in Other
Updating Google Calendar using Approval Process

My Superintendent is asking for me to find a solution that would help to manage school events with an approval process and then automatically add an event to a district calendar.  I was thinking since Incident IQ has Enhanced Approval Workflows and integrates with Google Calendar that something could be developed where a principal requests an event, it goes through the approval process, and then it gets added to our Google Calendar that will also integrate with our district website. Is this possible? 

321
EStapf_iiQ
T
TAbuselidze 9707c08 rqsObserver
asked in Other
API to add new parts and existing inventory

Is there a way to use the API to add new parts and/or add inventory to existing parts?

402
C

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Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

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