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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? 

An Unassigned device is just that… unassigned.Why wouldn’t Previous Owner ignore an “Unassigned” and retain the actual Previous Owner?We need this for backtracking and reports.Unassigned is NOT an Owner.Does anybody have any thoughts?Our typical process is Owner uses device, device is returned and Unassigned/Check-in, then device gets reissued to an Owner again.With this process, we lose the 1st Owner information.  It doesn’t make any sense.

I have an issue where requesters can see internal comments even when we dont click the “visible to requestor” button.  I checked the users role and he is faculty.  Any suggestions on why this might be happening?  I’ve looked at the settings, but some of the items that look like they would need to be unchecked look as if it will mess their account up.  Any help would be much appreciated.

We want to create a student intern role to help create/work tickets but do not want those interns seeing other students/users sensitive information, such as student id, phone number, etc.

It has been requested by our Student Success Coordinator that we begin tracking the headphones used for testing. The goal is to maintain an inventory of available headphones and monitor their distribution during testing periods.Currently, many of the headphones we have on hand have limited identifying information, and in some cases we may only know the brand name. The coordinator would like a system that allows headphones to be checked out to teachers and staff during testing and tracked over time. This would make it easier to determine where a set of headphones is located and identify who last had them if they become damaged, lost, or need to be removed from inventory.Please let me know if you have any suggestions for the best way to implement this process.

What’s the difference?

Have others had any luck with importing data from their SIS and mapping user id’s onto the School ID field for users? We have not had much luck getting this field to populate when connecting IIQ with our SIS.

I want to enable File Attachments in Remote Support Ticketing, but I want to ensure this does not create an issue with malicious files being attached to tickets we receive. Does IIQ provide any sort of security measures regarding the files that can be attached to tickets, such as scanning attachments that are submitted in tickets? Any help is appreciated. Thank you!

Hello! I’m over scheduling all athletic events and making sure there is no overlap etc. In the list view I can see the room location (gym/field house etc) but on calendar view which is what coaches will view first, it doesn’t show the room unless they click on it, which isn’t ideal. Is there a way to show the room on the calendar view without having to toggle back and forth to list view? Or can we change the color based on location? Thanks!

Has anyone else noticed their Reports > Tickets dashboard is showing inaccurate or different average time logged per ticket? For example, when I look at the month of May it says our average labor time logged per ticket was 5.8 minutes which is way different than any of the previous months. So I pulled an export of tickets using the same filters and when I average them in google sheets it is completely different. It was different by 30 minutes this month. Other months it’s been different by 10 minutes. We use this information for our board meetings. 

Is there any way to set the audience of the Announcements from the app? I would like an announcement to go to just Faculty and Staff, but not students and vice versa. Thanks for any help!

We are familiar with and have been using custom fields for the InTune WiFi MAC addresses for some time now.  We are able to easily report on this information.  We are now wanting to report on the ethernet MAC addresses for desktop computers, and can’t see to find a relevant option in the InTune available fields in the integration app.  For example, both JAMF and Google Device apps have both ethernet and wifi MAC address information available.  Any ideas?  Does this feature just not exist? 

We have an auto reopen rule that says, if the status is Resolved and Comment is updated within 5 days of the ticket, then it is set to In-Progress.Issue: When a user performs a reaction on an email it automatically re-opens the ticket. I am looking for a solution to avoid that.

When running a manual  PUSH DATA sync in the Mosyle Manager app, why does all 177,000+ assets have to be downloaded? I have less than 5,000 assets actually in Moslye.  

When I go to manage Google SSO, I see there is an “ADD NEW DOMAIN” button.Will this let me add an additional Google Workspace domain for SSO?If so, will identical OU’s in each domain be able to be treated differently for user import?For instance, each domain has a “/Students” OU.We have a charter school that has it’s own independent Google Workspace domain and we’d like to import those users as well, but when we do OU location mapping, we need to be able to put those users in the correct location.

Is there a way to update custom fields (or any field) in assets with information from a CVS file? We have assets already in our system and a making changes to their information, in a custom field. I do not see where I can have that information update; specific information for each device, specific to that device from the CVS file.

Submitted on behalf of ​@BTefft 7034f23 tps: We are trying to get it set so teachers can verify a device without having edit asset permissions. However after reading this:https://community.incidentiq.com/integrations-73/unable-to-use-my-classes-to-verify-assets-since-permission-change-4312 We do not see the option to set verify asset in permissions and we also do not see the option in site options to toggle edit and verify as separate.

How can we send an email to a Parent using Rules to alert the parent that the Student has not used the Chromebook for 21+ days?There is no option to send to the Parent. 

I’m trying to apply the Asset Recent User Mismatch filter to an Asset View of Chromebooks that I’ve created and the results returned are far greater than I was anticipating. Does that filter pull only the most recent user to login on the device or does it pull all users that have logged in at some point?

We are using storage tracking for the first time and I just found where I could set some rules up for next year.  This year, we just checked them in and In Storage was sporadically setting.  Most of them stayed In Service.  Yesterday I created a view and set everything that was in a storage location to “In Storage”.  This morning, almost all of them have been changed back to In Service.  Am I missing something?

Hi Is there a way to add the “Additional Followers” field in the form for events?

We have a Dymo 450 label printer and I’m trying to get it to print asset tags for our laptops. Major problem is that the labels are not printing properly, it’s cutting off the QR code we’re trying to print on them and there is no way to “nudge” the print over a few mm to have it fit.What settings should I be using to get this set up correctly?

Hey IIQ,Please bring back the Help Center button! As great as the Support Bot may be it doesn’t account for when there’s platform degradation, browser or user account issues.For platform resilience and user support during critical service disruptions, I strongly recommend implementing a static Help Center link. Twice now I have had critical platform issues and wasn’t able to get to what I needed as the Support Bot wasn’t present. Alternative methods all failed. Cache, signing out and in, alternative browsers or incognito mode, didn’t bring Support Bot back. This dependency resulted in significant lost time and delayed critical support for multiple staff members, forcing us to use inefficient workarounds. Something as simple as help should easily be found when tunnel vision sets in as we try to remedy some critical issues affecting multiple agents and staff. This isn’t a suggestion to outright rollback to Help Center only but this static link would ensure uninterrupted access to critica

I need to change the options that show up when you click “new ticket”. I would like to create a custom category that would go be positioned first. Some of the options are irrelevant for us and only make it more challenging for users.