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Each day, our help desk creates hundreds of tickets on behalf of our users. “Hi, thanks for calling the help desk. Can I start by getting your name please?” When the user provides the agent their name, the agent has to first click the “Edit Requestor” button with each new ticket they create, and then search for the user. Is there any option to change the behavior so clicking “Edit Requestor” each time isn’t necessary? Is it possible the “Search users” option be available right from the get-go, so our agents don’t need to click “Edit Requestor” each time a user calls in? Trying to find the fastest way to get the ticket wizard up and on the screen and minimizing the number of clicks necessary to get there. Thanks.
I just added a battery pack to Parts (great tool!). However, I could not enter the PO as it defaulted to the first Part entered into inventory and would not let me type over the correct PO number.When I tried to edit after saving, I found there is no edit option. How can I edit so the correct PO is listed?
Why does my Audit Verification Status show "Not Currently Covered by an Asset audit policy” I just imported projectors and they show on the audit sheet. The other devices show “Pending Not Yet Verified”
According to the guide, we should see two options:Activate API Service Activate Local ServiceI don’t see either one after installing the application. I’ve tried different combinations of the two upper checkboxes to try getting it to show up (though, neither should matter). Am I just insane or is there a legitimate problem here?(I already know I’m insane, don’t answer that) 🤣
Is there a way to add the teacher’s name when viewing a student’s information?
When a student moves we lose them in iiQ. If they do not turn in all their technology is there a way we can still assess a charge in case they move back into the county? Also, allowing us to generate a bill to send to the next school along with the records.
We have a large inventory of Student items and a “Return Specialist” that help with contacting parents/students to get assets returned.The Returns Specialist is not an Agent.But what Policy/Permissions can I apply to this person so they can see the status of Student assets?
In preparation for the upcoming improvements to global search, we want to make sure our tickets are well documented. To that end what would you do in this situation?An Agent closes a ticket after resolving an issue for a user. I want to agent to go back and document how they solved the issue. I don’t want to reopen the ticket since the user would know it was reopened.How would you let the agent know that you wanted them to add documentation to the ticket?I know I could email or message them with a link to the ticket and the instructions, but can anyone think of a good way to handle the communication within IIQ?
In the Custom Name > ticket wizard. We have “ Other Requests “ being changed to the word Technology. This was working great now all our tickets come in with “ Other Requests” Pinned to the ticket. (( shown below )) it Seems to have changed around Mid to late Dec. While this is not “hurting anything” it’s frustrating to say the least… Anyone else having this problem. We did Open a ticket with Support but not much back as a solution goes so far.
I have an SIS connected via a OneRoster update. It seems to update fine but any new students are getting skipped because, as the title states, “Create User is Disabled”. When I go into settings for the SIS app (Rediker Admin Plus) I see the following: The import students and other have greyed out X’s by them. Is there a way to change this? Initially we imported our students and faculty/staff by Google SSO but we don’t get all the information from there so I would like this OneRoster to create students faculty and staff if possible. It creates parents just fine. Any ideas to get me moving in the right directions? Thanks!
I’m wondering if anyone actually has Mosyle integration working. We tried to set it up and get an unauthorized user error. Our ticket with IIQ has been ignored for 2 weeks. I’m wondering if this is a systemic issue and we should just give up or if there is hope that it gets fixed… There are not many settings to change, but if you have any ideas to try (the u/p and key have been reset and re copy/pasted 3 times) we’d love to hear about them.
Hi there I was wondering if anyone has a way that we can filter tickets by what ones have had assets exchanged in them. I am trying to see how often specific technicians opt for an exchange vs doing a full repair. Thanks!
Hello IIQ Team and community! We are currently setting up our spare pools for our school district. We have roughly 30+ Sites that we issue and deliver devices directly to each site to have them consistently supplied, the staff at each site then issues out the devices only from their allocated “pool” from their site. Is setting up a spare group for each site (30+ groups) and its subsequent spare pools an appropriate structure?
I have an agent user that is having issues with the App. Phone: 13 pro maxI can install his app and login. The next time he uses the app he can only see this blue screen:
In my experiments with setting up iIQ Events, the person submitting a Event ticket can eventually reserve a room/space with a larger Number of Attendees that the room’s/space’s has defined. Is there a way to disallow the submitter from selecting a room/space (by making such spaces invisible for selection) or by flashing a warning about the discrepancy between needs and capacity? One of the many reasons we want to use iIQ events is to minimize the back and forth with Events personnel and present the Submitter with unambiguous information to make the process smoother.
Is there a test or development mode in IIQ? We’d like to explore some category and issue changes without them being publicly available.Thanks!
Hello,We are trying to add a fee to an individual student’s user account and it will not allow us. It keeps throwing the error message Any suggestions?
Hiya folks! I have a user that the parts section of the UI looks off. Is there a fix?
If I create a single Asset I can choose to “Generate New Asset Tag” and it will create a random number, which I prefer. But if I bulk import new assets I can only get it to choose the serial number as the Asset Tag.Is there a way to have it Random generate a Asset Tag that is not the Serial Number during a bulk import?I have searched and can not find anything on this
When trying to create a sub task within a sub ticket, it will not save. Is this a bug?See screen recording
Device that needs repairs of any kind that require it to be opened up in any way.
Batch check in batch check out not in on the moble app. how do i add that in ?
We just went “Live” with IIQ today, so forgive me if I missed something obvious.I was checking on the form a user submitted this morning around 9 AM. Everyyting looks good except the timestamp is off by a few hours, it’s stamped around 2PM instead of 9AM.My first thought was timezone issue, but I can’t find any place to fix it. And times look correct elsewhere on the site, just not on the form. What am I missing?
I have an asset that is active, in service, and can be scanned and selected as a device for ticketing purposes. It functions normally.However, I just observed my front desk secretary scan the device in to make a ticket, but the device did not come up.I checked the user and they are set up identically to another front desk user who is able to scan just fine.What could I be missing?
I need to be able to search more than 100 owner/user ID’s at a time when I am building a custom view. I have a list of a number of staff that have an assurance program and I need to know of those users/owners what devices do they have assigned to them now in IIQ. So I can set a custom filed of has assurance but then I need to know those owners/users that have assurance what specific devices are checked out to them. I know the owner/users ID’s who should have it so I am using a custom view to search all 5,000 uniques owners/users but I can only copy into the view designer search box 100 at a time and that will take a long time for 5,000 users. I need to be able to either import the list of owners/users and tag them or be able to search in the view designer for more than 100 at a time.
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