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Background: I have some custom fields setup for IIQ Events and have them mapped to the same fields in ticketing. There is a field that I would like to have updated as part of the approval process. It seems like the filed does not “map” beyond the initial creation. Therefore, after a field is updated in the ticket (or event), it does not update the field on the other end, leaving them out of sync. Question: is this the expected behavior, or is it supposed to be updating whenever a change is made? If this is expected behavior, then this becomes a feature request. If not, then I will put in a ticket with support. Thanks!
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
hello, can someone help me out with an issue, when our users submmit a ticket they are missing the option to input a room number. I have checked and in the site option we have it as required. is there anywhere else I can check to see if there was changes made?
User was not created because 'Create Students' is disabled.Where do I go to ‘enable’ this option?
I subscribed to the product updates a while back and have not received an email notification but see there has been updates. Is anyone else running into this issue?https://community.incidentiq.com/product-updatesThanks,Dave
Hello IncidentIQ team! Our school is currently weighing the pros and cons of giving parents and students direct access to IncidentIQ for ticketing, as we have previously only allowed tickets to be submitted through the guest submission portal, and followed up through email. In investigating a way to grant login access to users while providing the least possible amount of permissions, we have noticed that users can look up other users’ assets through the “Add Favorite” button on the “My assets” navigation bar. Additionally, access through absolute URLs is not restricted either. This is not optimal, as a user with an account and a serial number or asset tag could potentially look up the status, ownership, and email credentials of another user, as well as other information we have synced from our MDMs (network details, last usage data, etc). Ideally, we would like parents and students to only have access to the devices that are directly assigned to them, or to their children to aid with t
Curious… do any of you allow Parent to login to iiQ?Are you aware of this security concern? A Parent can see you entire Asset inventory. 😳
I’ve had a ticket open for a bit trying to figure this one out, but no luck, so thought I could try the community. We use Google SSO for all logins - this connection has been up and working pretty flawlessly until the last few weeks. Now, when we get a “new to IQ” user trying to login to IQ, they get an error message saying: “Login failed: That user is not set up in IncidentIQ”. (When I say new to IQ - we had some users that have been here for months just try logging into IQ for the first time getting that message, as well as brand new users trying to login). I see their account info being created with the Google SSO integration within IQ, but for whatever reason it is not letting them login. Any help or thoughts would be appreciated. Thanks!
When I click on a user it shows no assets assigned to them. If I check the asset tag it shows it is asigned though.When working in a ticket and I go to select asset it shows no asetts in the room.IIQ has been very unreliable for the past few weeks.
Hello,I’m curious if anyone else has extensively touched the IncidentIQ API with Python. I’m looking to automate the retirement of devices by having the script update specific fields for an asset based on a serial number an end-user puts in. However, the documentation is a bit confusing. Would I need to do a Search Assets Query with the user provided serial number, then get the SID of the asset in order to update fields? And where would I go to find the API names of these specific fields, especially for custom additions? I appreciate any clarification on this as the default workflow of clicking through the GUI each time is tedious, especially when dealing with dozens of retired assets.Here are the API docs I was working with: apihub.incidentiq.com/
We have some users with limited permissions (able to see site specific tickets, assets, users ect.) and when they do a quick search for a user or click on a user’s profile off of a ticket, the ticket history will not show up. However, if you go to User explorer and search for the same user, then recent tickets will show up. We have users with all open permissions and they can see ticket history under the quick search for users or tickets. Is this directly related to a specific permission or just a bug? We would like users to be able to see ticket history when they access a user’s profile, no matter the route.
I’ll add this to my existing support ticket since this is the second time this issue has happened. In the meantime, if one of you iiQ folks could force an action to complete, I’d appreciate it.One of our agents was working a ticket & clicked “return spare”. iiQ has registered that the spare is returned, but the action did not complete and the ticket is now in limbo.Ticket is: 12928
Has Incident IQ came up with a Mandatory Serial number field yet? This field would be a blessing if it’s possible.
Is anyone else having issues with Changing the status of tickets by Bulk?
Is it possible to add a “Set device status in Google” rule action to an On Schedule triggered asset rule? I’m not seeing it as an option. It only gives the option to change the asset status.I’m looking at creating a rule that automatically disables our unreturned loaner Chromebooks at a certain time after school lets out. I was hoping that a Google status rule action would exist in the on schedule triggered rules just as it does for all the other trigger types.
Seems silly to need to filter search results, but the search feature is basically unusable in it’s current state. I type in part of a name and I get every single user, student, staff, parent, etc that has that name or contains part of that name. And then even worse, there is no order to the results. It isn’t alphabetical, it isn’t sorted any manner that makes sense.
I’m using the Incident IQ iOS mobile app (version 3.9.4.24082901) on an iPhone running iOS 18. I’ve configured notification settings properly as described in the KB article, but I do not receive any notifications on my phone. Has anyone else experienced this or have any suggestions? Thanks.
We recently went through the upgrade process for the Enhanced permissions model. During that conversion, the “GLOBAL - AGENT ROLE PERMISSIONS” appear to have been changed. Our policy that was converted contains only the “Submit Tickets” permission in the “Tickets” category. Not sure what happened during the conversion, but I am pretty sure we are missing several settings from the default.I would like to reset this policy to have the same settings that were default. Does anyone have a screenshot or list of the Default settings for the Global policy?There was a KB posting from @Hannah Bailey with screenshots of the Default Global Policies. I am pretty sure those are not correct for the Agent role. I would think “Work Tickets” would definitely be set for the default “Agent” role. Thanks,-Chris
What is happening with iiQ platform? It has so many problems now, almost on weekly basis. It is frozen/spinning again 8:20am EST 10/9/2024
I want to export All Tickets with the Created Date included. I can filter by Created Date, but when I go to export the data into a csv the only dates I can export are Due Date, Last Updated Date, and Ticket Close Date. How can I get the Created Date included into the exported data?
How move software from Software > Education / Learning to Hosted Solutions > Learning Applications ?All but three of my applications are in Hosted Solutions > Learning Applications. Those three applications are Adobe and Autodesk products. Not sure if it was an automatic setup. Is there somewhere to turn off the read only option? Or do I disable Hosted Solutions > Learning Applications and then create three new models?
When creating buik tickets for devices, I am running into an issue with sub tickets. When someone closes out the parent ticket, the sub ticket assigns to the submitted by user and not the user of the asset. Does anyone have a way to bulk add submitted on behalf of or by changing the submitted user to the asset owner on creation?
I am trying to set up an automated email to be sent out to students who have a certain asset assigned to them at a specific time of day. Below is what I have set up, but it is not triggering an email. Thoughts?
We are trying to make a rule for when a new student or new staff is created in Incident IQ. Our SIS syncs with iIQ and the new “user” is created. I have made the ticket templates for the rule trigger; however, I don’t have a unique qualifier for the user except for the school id or email domain. There is no way to use a wildcard for these fields. Additionally, there is currently no Email filter, only the personal email filter. We cannot use the Role field as every user created in iIQ is entered through the sync as Student role.How can I get my 2 rules to work? Or is there an idea that I can upvote and will have to wait for the improvement to get my rules to trigger?
Forgive me, I am new to administering IncidentIQ and I have a concern that may be hard to follow with my explanation below:We have had a few instances where we have user data getting mixed. For example, say we have a teacher named Jane Deer. Her account, which includes her assets and previous tickets, has somehow gotten transferred to a student named Jane Fox. Meanwhile, when Jane Deer now logs in to IncidentIQ, it pulls up the account for student Jane Rabbit. When looking at the information from the account of Jane Rabbit, it has somehow gotten the username for Jane Deer. I understand this is why it is logging Jane Deer in as Jane Rabbit. What I don’t understand is why this happened in the first place. Or why it progresses down a line of people with the same first name mixing their data. I can see no similarities between any data in Google SSO or Powerschool for any of these users besides the first name.How are users matched inside IncidentIQ? We sync Powerschool data and Google SSO d
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