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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.

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!

Has anyone else noticed their Reports > Tickets dashboard is showing inaccurate or different average time logged per ticket? For example, when I look at the month of May it says our average labor time logged per ticket was 5.8 minutes which is way different than any of the previous months. So I pulled an export of tickets using the same filters and when I average them in google sheets it is completely different. It was different by 30 minutes this month. Other months it’s been different by 10 minutes. We use this information for our board meetings. 

Hey IIQ,Please bring back the Help Center button! As great as the Support Bot may be it doesn’t account for when there’s platform degradation, browser or user account issues.For platform resilience and user support during critical service disruptions, I strongly recommend implementing a static Help Center link. Twice now I have had critical platform issues and wasn’t able to get to what I needed as the Support Bot wasn’t present. Alternative methods all failed. Cache, signing out and in, alternative browsers or incognito mode, didn’t bring Support Bot back. This dependency resulted in significant lost time and delayed critical support for multiple staff members, forcing us to use inefficient workarounds. Something as simple as help should easily be found when tunnel vision sets in as we try to remedy some critical issues affecting multiple agents and staff. This isn’t a suggestion to outright rollback to Help Center only but this static link would ensure uninterrupted access to critica

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

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.

Hello, In my district, we are seeing the Comment section within the ticket is not allowing spacing to happen. Anyone else seeing this? 

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. 

I have run several Views within Users and Assets.  I need to clean up my files and discard some of these views.  How do I get rid of them?

Is there a way to add a count of tickets a user has submitted that have been resolved?We’re looking to set up a combination of custom fields and rules that ultimately let us send out a feedback survey once a user has had 5 of the tickets they submitted resolved. Currently I’m not seeing any actions in the rules section that let me update a custom field that triggers when a ticket is resolved. Ideally a ticket gets resolved, the custom field is incremented +1, then a rule checks when greater than 5, the survey is sent. Not sure if I’m missing something or if there is functionality like that already baked in. Thanks! 

Not sure if this is possible. I would like to create a rule when a student gets added to a ticket as a On Behalf of to run a rule that removes that user as a follower. Not sure if this can be done by variables or by domain my students have their own sub domain @stu.domain.org We are doing this is in the younger grades teacher open the ticket for the student and link the student by adding them on behalf of and they don’t need the emails if go back and forth in the ticket with the teacher.  ThanksRon  

Can someone share their rules for multiple approvals. For example, approved by principal, once approved by principal sent to curriculum director, once approved by curriculum it’s sent to IT.

Does the API support creating KB entries?Or is their any other method for efficient KB article creation?We have a lot of documents we have created for new policies and systems, and I’d like to know what options are available with the iiQ KB for efficient KB article creation.

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.

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?

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?

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.​​​​​​

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...

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!

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?

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?