New to the community? Introduce Yourself
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.
It would be awesome if when you set the ticket template screen to view 200 templates per page, that when you open a template to view, copy or modify and go back to the list of templates, it retains the view of 200 per page. Currently, once you set the screen to view 200 and go into a template, it goes back to the home screen of 20 per page and the start of the templates. I really hope I’m just missing a setting somewhere.Thanks.
We would like to make inactive older models for which we no longer have assets in service. For example, we used to buy Dell 3120s. Very soon all the ones we used to have will have been retired and we would never acquire new ones. However, knowing this for the thousands of assets we have is not managable.I’m trying to find a way to generate a list of every model and the number of in service devices so that we can then make inactive models that we will no longer be using.I suspect there may be a different way to do this so I’m open to a different approach that solves the same problem.Has anyone done this who can advise us?
Hi everyone. New to the community, been using IIQ for a little over a year now and loving it until now. My customer success manager asked me to submit my question here to get y’alls opinion so here we go.We’ve run into a hitch though with our SIS integration. We just upgraded from Skyward SMS 2.0 to Skyward Qmlativ. Skyward is requiring vendors to be a partner which IIQ does not seem to want to be a part of so they’re not an official integration partner to use the API. However, we have the ability to send CSV’s using the OneRoster reports. I followed this guide here:Installing OneRoster CSV SIS Integration | CommunityI got everything setup until it said it needed all the reports in a ZIP file? That seems counter-intuitive and of course Skyward Qmlativ doesn’t have the ability to send reports together in a zip file. So now I’m thinking I have to export to some local SFTP site, create a script to zip these files nightly, then send it out to IIQ? That seems like a lot of work that also op
Is there a way to bulk update the Specific Location field for assets? When editing an asset’s details, there’s a field called Specific Location under the Room section. I’ve been using this field to record the Chromebook cart number where the device is stored.I know how to bulk update the Room information, but I haven’t been able to find a way to bulk update the Specific Location field.Ideally, I’d like to filter assets by serial number, update their Room, and enter the cart number in Specific Location — all in one batch process. This would save a lot of time compared to updating each asset individually.
I’m trying to setup a workflow for our HR team to reduce manual input needs. I am trying to set up a rule that when a ticket type is submitted, create a subticket based on that type. I created the ticket template for the ticket I want to be created as a sub ticket, but when I go to select it from the rules engine all I get is this error: We haven’t used subtickets much in the past, my only assumption is that I can’t do this because the sub ticket has custom fields marked as “required”. Is that really a limitation of the ticket? That seems silly, the ticket would be created for another agent to go in and input the information that is needed.
Hello,I’m trying to create a subticket via API using a rule with a webhook. I’m not even sure it’s possible but I’m giving it a try. I have added the appropriate headers and values. Here’s what I have for the json which currently is not working to spawn a ticket. Json body:{ "TicketNumber":"{{Ticket.TicketNumber}}-1" "Subject":"Escalation: {{Ticket.TicketSubject}}", "IssueDescription":"{{Ticket.IssueDescription}}", "IssueCategoryId":"{{Ticket.IssueCategoryId}}", "IssueId":"{{Ticket.IssueId}}", "IssueTypeId":"{{Ticket.IssueTypeId}}", "LocationId":"{{Ticket.LocationId}}", "AssignedToTeamId":"98f04f05-5d16-f011-8b3d-000d3a0db164", "ParentTicketNumber":"{{Ticket.TicketNumber}}", "LocationDetails":"{{Ticket.LocationDetails}}", "Priority":"{{Ticket.TicketPriority}}", "ProductId":"88df910c-91aa-e711-80c2-0004ffa00010"} I am using the templating values to fill in the json fields for the subticket based on the parent ticket. I am not even sure ParentTicke
With the popularity of IIQ catching on in our district, I’ve had multiple departments asked me to automate their paper forms in a digital workflow. We do not have an HR or Forms modules (we only have Ticketing, Assets and Facilities), so I wanted to know how the other districts are doing it and to see if someone has a better idea.I am working on an Overnight Travel Request Form (OT for short).Current process:The paper is filled out by a teacher, turned in to a principal, who approves and moves it to the director of Elementary or Secondary departments, who in turn approves it and turns it into superintended to do a final approval.My plan is to create a bunch of custom fields with OT as identifier (hint hint IIQ, we need displayed and hidden custom name fields!!), so an example: OT-Names, OT-Events, etc.Create a new Issue and tie in the custom fields to a ticket with the issue types of Overnight Travel.Then build the rules to specific people for approvals. My trigger for progression will
Hello, I am trying to make tickets for Chromebooks that have physical damage done to them. I DO NOT want to have them to be “Checked In” into our storage. I just need tickets made for each asset. Is there a way to to do this. Thanks for any ideas!
Issue:Currently when automatically generating a subticket (say on escalation to a different team), there is no option for setting the ticket’s location to the parent ticket’s location. There is only a specific location, requestor’s location or for’s location. This does not encompass a useful default of parent ticket’s location since in many cases the other three could be wild guesses in a rule. Oddly, this happens by default when a subticket is created from an open ticket.Request:Add Parent Ticket Location as an assignment option in setting the location of a ticket via a rule. This would apply to subtickets, or any ticket that generated the resulting ticket) and could be used in rules or ticket templates (which are also used as part of rules).Also, ideally, we would love to be able to do actual escalated tickets which would generate a ticket ID based on a set method (like in the site config), such as {{Ticket.TicketNumber}}-2 for tier 2 work on the same parent issue. Makes it easi
As we all know, asset damages are a common occurrence in the K-12 space. Frequently, there can be users who are repeatedly damaging assets. Considering how it would be nice to be alerted to those users submitting multiple asset damage tickets, I created this process to help keep track of those "Repeat Offenders". This workflow can identify those users who continue to damage devices, easily apply fee tiers, and/or automatically categorize broken devices. With these steps, you can build what is helpful for your district's needs Steps:Create these custom details within iiQ: -Tags for each offense (Tags - Creating and Applying Tags to Tickets)-Fees/ Fines for each offense (if applicable) (Fee Tracker App - Installing and Managing) -Assets Statuses to correlate with each of the new offenses (Creating and Editing Asset Statuses)Create a “Ticket > Updated” Rule with a filter of the tag you created for the 1st offense 2a. Add the action “Set asset status” to the custom status you created t
I updated the asset locations in the High School spare pool group for Long-Term devices. Specifically, I set the Location to: School: High School Room: 268 Specific Location: Cart 1 I made sure to save the updated location details for each asset, and confirmed that the updates were correctly reflected immediately afterward.However, each morning, I notice that the Location field for these assets automatically reverts back to "District" instead of retaining the updated school and room details. This has occurred consistently across multiple assets in the group, as shown in the screenshot attached.Can you please help me understand why these changes are not persisting overnight? Is there an automated process or sync that might be overwriting the values?Thank you!
This isn’t a huge deal, just an inconvenience: when adding a new group to the team mapping in Google SSO, running a full sync only initially creates the corresponding team in IIQ, but the team will have 0 members. A 2nd re-run of the last sync is required for the team to actually populate with members. My assumption is that running a sync should both create and populate teams in the same job. Steps to replicate:Add a new group to the Team Mappings tab of the Google SSO app Run a full new sync of the Google SSO app Check the IIQ teams menu. The new team will be created, however it will have 0 members Go back to the Google SSO app and re-run the last sync Go back to the IIQ teams menu. The new team will now be correctly populated with members from the Google group.
Is there a way to send notices to students regarding the specific device that they have lost and need to pay for?
Hi, everyone.My questionIs there a way to unassign a device using a shortcut? My school has an insurance program that can be bought by the student or parents to be protected in case a chromebook gets damaged, but when the chromebook gets damaged and it doesn't have insurance, the user has to be removed. I have made a shortcut to automatically create the actions that have been taken with the chromebook. One of the actions is to unassign the owner, and I would like to include that action into my shortcut, but I haven't found an action that allows me to do that.Thank you very much… JV
Had a coworker mention this to me yesterday, but our ticket templates are not showing up on the Create Ticket screen. I usually use bookmarks I have saved in my browser, so I’m not sure how long they’ve been missing.Permissions don’t seem to have changed. I haven’t contacted support yet, figured I’d post here to see if anyone else is having the same issue.
So this isn’t making sense to me, but since nobody else has mentioned it I have to assume I’m overlooking something.We previously set up the Intune app to only create devices and update custom fields, just so we could get them pulled in. Like so: Yesterday, I checked the “Update Asset” box to update the asset and custom fields so that we’re pulling in current usage data, etc. Shown here: That setting alone is causing the Asset Tag field in iiQ to be overwritten with the Device Name from Intune. So lucky me, I’ve successfully erased about 10k asset tags. We can work through that though… I don’t see anywhere in the options that suggests the device name is mapped to the asset tag field, and nothing in this guide mentions it either. I even tried manually setting the asset tag on one device again, and then ran a full sync again, thinking it was maybe a one-time thing… nope. Overwritten again.Intune doesn’t have an asset tag field that I can load these to and map in iiQ, so I don’t know how
I’m looking to create a custom default dashboard for all of my users (faculty) that only has the welcome message and recent tickets. Is that possible?
One of our IIQ admins does not work in the summer and has asked to be taken off the list for the “bi-weekly ticket review” emails that she receives. I don’t get such emails, and I cannot for the life of me figure out where this is configured. Help? Thanks, -- MB
Looking for some assistance with creating assets with the API. I am hoping to create a workflow with my Jamf Enrollment policy to auto create a computer as it enrolls so I don’t have to wait for the job to run. Looking through the documentation an asset ID is required to create an asset but if the asset does not exist it wouldn't have an asset id. I must be missing something so any guidance would be appreciated. :)
Anyone else experiencing issues when trying to pull up different ticket views? It doesn’t matter which view I select, it can’t load any of the items, it just spins. I’m only seeing this issue when I try to pull up different ticket view. Asset and User Explorer are working as expected. I can even pull up the Open Tickets view, but none of my customized views will load.
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 ?
Staff are unable to put in tickets. Just get a spinning “Starting Ticket” page. The support staff is also experiencing performance issues. Seems to be happening quite a bit and really affects our day to day processes.
The custom fields in my asset views are not loading. The custom fields are also not showing up in the bulk “Set Info” menus.
When creating tickets using templates, I've noticed the ticket's location is automatically tied to the associated asset's location. My goal is to prevent this default behavior, allowing us to specify a different location during ticket creation. Many tasks involving software asset models take place off-site or at locations that differ from where the software is technically assigned, making this flexibility crucial.
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