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We have a custom user field that we use to track device insurance policy information, we allow multiple instances of the field.When exporting users with this field as a column, it’s exported as [‘Instance 1’, ‘Instance 2’] however, I am not able to import using the same format such as [‘Instance 3’, ‘Instance 4’]. Instead of importing Instance 3 and Instance 4 into their own field instances, it instead imports as “[‘Instance 3’, ‘Instance 4’]” into the first field instance.Is it possible to import two sets of data into two field instances? Like shown below 

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

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

First iiQ isn’t loading.Second I am not able to even put in a trouble ticket for help.

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.  

For some reason IIQ is absolutely butchering the image uploaded to a model. I’ve tried a variety of dimensions and cropping them differently, but the image preview keeps coming out nearly unrecognizable (see example below with Securly Classroom/Filter). Is there any officially recommended image format or dimensions to stop this from happening? 

We take in some emails from parents who don’t have access to our ticketing system. Often info will be included in the subject line of the email, but when that gets copied into a ticket only the body of the email makes it in, not the subject line. Is there a way we can retain that so we can see what the subject line says when converting into a ticket?

My Google Device general settings that set asset status are:I have a rule when a device has a ticket submitted for a ‘broken’ issue, the device status is changed to ‘Broken’. However, the day after, the device status is changed back to ‘In Service’. Google Devices is doing it:I want device data from Google to sync to IIQ when there are changes such as an OU move, a new user, last login date, last sync, etc. That is why I selected the ‘Update Asset” checkbox. Will unchecking that box prevent those data elements from syncing to IIQ?Obviously, it’s one of the ‘update’ checkboxes overwriting the device status, but I’m not sure which one.I’ve always been confused around the ‘Update status with every sync’ checkbox. Can anyone explain this option? Updating data with every sync is what it should be doing. What happens when this is unchecked?

I have a school district that has a spreadsheet of devices and their problems. They are using the Trafera implementation as well to have them sent off for repair. They are asking if there is a way they can upload that spreadsheet into IIQ and it auto-generates tickets for each device. I’ve look around on the site and could not find anything that looked like a way to do this. WIth all of the blanks and boxes that need to be filled out on each ticket, I didn’t think there was to begin with either. But I’ve missed things before and thought it wouldn’t hurt to ask.If this isn’t an option, would it be something that could be implemented? Maybe at the understood loss of more detailed information, like site codes and people? 

Is there a difference between editing an asset and clicking “Unassign” under owner versus going to “Assets” → “Check In / Out”?

Is there a way to see, in an individual Asset’s view, what Asset Groups they belong to? For example, if I make a group for a Rooms’ Chromebooks in a cart, when I select an individual device, it shows me that one device is in the group.  

Recently, our techs have noticed that anytime they add a part to a ticket, e.g a screen, it will send a notification to the requestor. I have looked and there are no rules setup to do that, and the techs have stated this has started happening recently. This is causing some confusion with our students, who have gotten used to when they get a follow-up email, that their device can be picked up. I can’t seem to find a way to turn this off district-wide, but I could be missing something. Is there a rule or setting that I’m missing to ensure that notifications aren’t sent on part add.

I’m getting emails from multiple users at our site that they are unable to login using Google SSO, but when I check their profiles in IIQ it shows that their accounts are all “authenticated by GoogleSSO provider”Unsure how to resolve this issue. Should I delete the faulty profiles and re-sync? The profiles were all imported in the same way, so why are only certain users reporting issues?

How do you add another tech to the ticket 

Is there a way to create a ticket view to see tickets with two specific tags? Currently if I select two tags in the filter, it acts as tag x OR tag y instead of tag x AND tag y like I’m wanting. My use case is that we have a tag that tracks what warranty vendor a Chromebook is sent to and another tag that tracks if we had to send it to them more than once. I’d like to make a view to see all tickets where we had to send a device for repair more than once from a specific vendor. I did notice that making a view using the overarching “this was sent more than once” tag, than using the filter feature for the vendor tag will do what I’m wanting, but it isn’t optimal.

An API request using pagination for returning ~74,000 assets results in duplicate values although the total items returned is correct.After doing some research, the issue could be related to non-deterministic ordering on the endpoint. How does iiQ order items in the query on their API endpoint?

Hello Everyone, Does anyone know how it looks for users when an admin changes a “Default Setting”? For example, if I change the “Notifications > As Owner > Ticket Created” from “Email Disabled” to “Email Enabled”, I assume that that setting would be changed for all users unless they had at some point manually changed it. Can anyone confirm if that is the case? Thanks,Emerson

Has anyone figured out a way to get an average ticket count based on a filtered view? I have a view for our “active” tickets that only includes specific ticket statuses. I want to find out what the average number of those tickets we have for a given time period.!--a=1-->

I would like for IIQ admin to have the ability to edit all Agents “out of office” settings .

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? 

Our district uses the My Payments Plus fee collection program. We need to link it in Incident IQ. How do we do that?https://www.mypaymentsplus.com/welcome

Is there a method available to visually assess which assets are allocated to specific rooms? 

I have a custom status of “Waiting on Student Pickup” that triggers a 30-day rule that will change the status to: “Needs to be Disabled” if it’s not picked up.At the moment, if an update is made to the ticket, the status automatically changes to “In Progress” and essentially starts the clock all over again because we have to manually change it back to “Waiting on Student Pickup”I want to create a rule to not change the status if updated when a ticket’s current status is “Waiting on Student Pickup” but that is not an option; or at least I can’t find it.

Is there a way to set the requestor of a ticket based on the input in a custom field on the ticket?We have a walk in station set up in our helpdesk where a ticket is already set up for input. It has a custom field for the user to select their user account based on the iiQ User field type. Once the ticket is submitted, I want the system to match the entered email address with the address in a users profile and change them to the requestor.!--a=1-->!----comment>

It would be great if we could have an option under Rules for “When Updated” under Users.If X role updated or changed to Y Role.For example,When a student leaves our district they are changed to No Access.When a staff member leaves our district they are changed to No Access.I would love to be able to make a rule for each situation;The rule to make a Staff Leaving ticket when the role changes/updates from Faculty to No Access. The rule to make a Student Leaving ticket when the role changes/updates from student to No Access.thank you.