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We have a team set up called “Assistive Technology” which allows a couple specific non-IT staff members to handle tickets related to IEP/SPED devices within IIQ, when tickets are assigned to the team. These users are assigned the staff role, not agent, because otherwise they’d be able to see/work all tickets in IIQ rather than just tickets assigned to the team. We’re seeing a few issues with using the delegated team permissions:Team members cannot see or create internal comments/comments not visible to requestor Team members don’t have the option to change the ticket’s status to “Waiting on requestor” when creating a comment Team members aren’t seeing all the ticket timeline itemsSee the below images for a comparison of what I see as an agent vs. what the 2 staff users see as a delegated team member to the ticket.  Here’s an image of our site options for delegated ticket permissions: 

We are in process of getting started using incident IQ. I am having a heck of a time getting the label printing process together. I have a Dymo 450Turbo and I cannot find a nice, durable label to use. Does Incident IQ have a durable laminated label they sell? Thank youKathy 

So we have 2 sets of 30 iPads.   They are in Shared iPad mode, and are not owned by anyone.   I have some various asset views that are looking for devices without an owner, because I would ultimately like for *most* things to either have an owner assigned, or to be somehow configured as a fixed “room asset” How would you configure these things so that they don’t show up in some of those Asset Views that I have.  As an FYI, we have JAMF School, and have done the integration into iIQ as well.   Thanks in advance. 

Our revamped Lunch & Learn format did not disappoint! We began our original Lunch & Learn journey in Oklahoma City in October 2022, so what better place to launch the new format for these events? While we've received positive feedback on our educational events in the past, we also heard loud and clear that attendees wanted breakout sessions and more opportunities to network. We delivered just that with our inaugural event in 2026. With over 60 district leaders from various departments and districts in attendance, there was something for everyone! Here’s what a few attendees are saying:“My favorite part was getting to meet and see other people of the community. I enjoyed the "coffee talks" with the experts.”“Favorite part was the separate rooms where we had a more one-on-one conversation about facilities and events.”“My favorite was the opportunity to connect with others and learn from their experiences. The presentations were very informative.” Will we be seeing you at one of o

 I’m having the following where devices are verified but not populating in my custom view. 

We have a rule that sends us emails when a ticket has been responded too. But I like working off of the Ticket View. Is there a way to have some kind of icon to in the ticket views that show that there has been a response to a ticket?This is would be helpful when I look at the tickets “Assigned to Me”. I would like to quickly identify when a ticket requestor has responded. At this moment, I have to look at every ticket.  In the old ticketing system, the ticket subject would show in bold and I would check all tickets that were in bold. Once I responded they would go back  to regular font.This just made it a lot easier to keep up with responses.

Is there a way to hide specific issues under Models? If there is I cannot find it. I can choose to only allow agents to see specific issues on all the other tabs, but not under Models. This causes us to put a lot of stuff under the Other Requests section because there are things we don’t want regular users to see. Being able to edit the issues visibility on Models would be a huge help to us!

Good afternoon, I have been importing Chromebooks with their serial numbers and asset tags into IQ.   I want the Asset Tag to flow from IQ to Google Admin console.    So far it only appears that IQ will update the serial number and the only Asset ID information that will sync to google is the Annotations Asset IT, which I can’t import anything into using the import utility.   Has anyone else ran across this?

Hi All, When I add my co-workers as followers to my tickets, I always click “Yes” on the “Do you want to notify the user that they have been added as a follower?” question before doing so.I have noticed that this does not really notify the user, it rather just starts to send them ticket update information (via email, which is our preferred notification method).Is there a way I can get this to actually notify a person that they were added as a follower (again, via email), and then provide them ticket update information rather than just start receiving ticket updates?

Is there a way I can create tickets with ticket templates via email submission rule?

Summary of IssueWe are encountering an issue where barcode scans intermittently lose the first 1–3 characters when scanning into Incident IQ web search fields (asset search, ticket search, etc.).This behavior occurs across multiple barcode scanner vendors and models when used with Incident IQ only. The issue is not observed in native applications or on other websites.EnvironmentApplication: Incident IQ (web) Browsers affected: Google Chrome Microsoft Edge Browsers not affected: Native Windows applications (e.g., Notepad) Operating System: Windows (managed device) Scanner types tested (with issues): Netum NSL8 (2.4 GHz RF HID, no speed adjustment) Tera 1D scanner (HID, no transmission speed adjustment) Tera 2D scanner (HID, no transmission speed adjustment) Scanner types tested (no issues when configured): Nadamoo scanners with adjustable transmission speed / inter‑key delay Input Method: USB / RF HID keyboard emulation Barcode Types: Standard asset barcodes (1D and 2D)Observed B

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.

After searching for/selecting someone in Users Explorer, it displays any assets assigned to them in the card- or button-type of display (circled below). The asset type, location (including room) and asset SN is displayed. But, is there any setting that can be adjusted to add location details to this asset card/button?Reason for my question...a teacher is assigned as the primary user to a lab of about 20 desktop units, so all those units display as assets in her users’ view to help her “quickly” find an asset to submit a ticket for...except it’s not that easy because she has to know the SN of the desktop.In her classroom, she has each station labeled 1-20, so those desktop positions are recorded along with the appropriate SN they’re assigned to within the IIQ asset info (specifically, the empty box underneath “room”). If location details could be displayed on the asset card, then choosing which desktop to submit a ticket for becomes much easier for her.On a similar, but different note,

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.