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I am trying to help some of our tier 1 technicians help track tickets that were waiting on requestor where the requestor has responded. Right now the ticket just shifts back to in progress but sometimes that can create issues where they miss that email/status change. Is anyone out there using any creative rules or other ways to keep better tabs on tickets where requestors have responded already? I tried out using a ticket update rule where it looked for any update on a ticket where if it was Waiting on Requestor it would flag it, but that might cause issues when internal updates/comments are added to tickets by a technician.

I have run several Views within Users and Assets.  I need to clean up my files and discard some of these views.  How do I get rid of them?

I am creating a ticket template for multiple locations scheduled for work to be done at the end of the school year.  When that date rolls around is one ticket opened for all locations or a ticket opened for each location?Thanks!

I am new to iiQ and am the Inventory Secretary for our school districts Maintenance Facility.  I enter invoice data information for All purchases our department makes.  (We previously came from School Dude/Asset Essentials) I know how to enter parts inventory but am searching for a way to enter any purchases (not a part) made for a work order ticket to be listed.  Besides just entering into the action notes field is there a way to set custom fields such as Invoice Date, Number, Cost, Vendor and Who Purchased to my ticket progress?  Anyone else have this available to them?

Is there a way to hide the default “description of issue” so users do not fill it in, and instead fill in the one I custom defined?

I wanted to see if there’s a way to schedule daily reports for tickets. I’ve been asked to figure out a way to give my department lead a daily report of our team’s open tickets. I know how to create the report, but I want to know if there’s a way to schedule one to be created daily and emailed. Thanks!

“Issue found, it was an old approval workflow that allowed them to work tickets and the users inquestion where accidently taking their own tickets.”  I have come across an issue, I have a small number of tickets that users are somehow creating and after they are created, it shows them as the agent and the status of the ticket is changed from submitted to in progress. They currently are all under the staff role.  I have not been able to replicate the issue and cannot find anthing in the timeline or rules that would be causing it to happen.   Does anyone have any thoughts on this? 

Real-time update suggestion, maybe use redis or any vector database. We like hover notification that someone open the ticket and currently reading. which seem like it should be a separate real-time database that shows real-time so teams know who worked on what. or at least real-time editing or commenting. 

Is there a way to add a count of tickets a user has submitted that have been resolved?We’re looking to set up a combination of custom fields and rules that ultimately let us send out a feedback survey once a user has had 5 of the tickets they submitted resolved. Currently I’m not seeing any actions in the rules section that let me update a custom field that triggers when a ticket is resolved. Ideally a ticket gets resolved, the custom field is incremented +1, then a rule checks when greater than 5, the survey is sent. Not sure if I’m missing something or if there is functionality like that already baked in. Thanks! 

Is there a way to email a receipt to the student or parent once you check in and unassign a user from a device?  We are having issues with students stating they turned in their device but they are still assigned to it and can’t prove it one way or the other with 2900 devices in storage.  Or does anyone have a suggestion as to how to better maintain “checked in” device accuracy?

Anyone else noticing that emails are not coming from IIQ this afternoon, April 16th?  We have submitted a ticket but just wondering if others are seeing the same thing.  

Howdy community! We currently limit a certain team to assets at specific locations and in specific categories:We’ve noticed that with these permissions enabled, these users are not able to apply any location filters to custom views:Is this working as intended? Ideally, they should still be able to filter out of the 128 locations they have access to. (Example: I want to filter down to only 1 location in my custom view.)This screenshot comes from a user with the Staff role assigned. The view they’re using is limited to a specific location types, however, this behavior is repeatable across all users and views we’ve tested within this permissions group.Our current work around is to have the user export their custom view > import the CVS file into Google Sheets > filter and sort in Google Sheets.Thank you in advance!

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. 

Not sure if this is possible. I would like to create a rule when a student gets added to a ticket as a On Behalf of to run a rule that removes that user as a follower. Not sure if this can be done by variables or by domain my students have their own sub domain @stu.domain.org We are doing this is in the younger grades teacher open the ticket for the student and link the student by adding them on behalf of and they don’t need the emails if go back and forth in the ticket with the teacher.  ThanksRon  

Can someone share their rules for multiple approvals. For example, approved by principal, once approved by principal sent to curriculum director, once approved by curriculum it’s sent to IT.

In Assets Explorer > Devices, is there a setting to allow asset tags to be sorted correctly numerically?Current sorting is 1-9, example:10,000110,00020,00065,000610,00070,00090,000etc.Rather, it would be helpful to sort having 10,000 [oldest asset] to 610,000 [newest asset].

Does the API support creating KB entries?Or is their any other method for efficient KB article creation?We have a lot of documents we have created for new policies and systems, and I’d like to know what options are available with the iiQ KB for efficient KB article creation.

Hello,I am looking for the specific payload requirements to programmatically create Knowledge Base articles.I noted a previous discussion where it was mentioned that KB creation might not be supported via API, but I have made some progress: Confirmed: GET /kb/articles/{id} (Read access works) Confirmed: POST /kb/articles (Search/List works) I am now trying to identify the correct endpoint and schema to create a new article. When attempting a POST to create, I need clarification on: The specific endpoint for creation (if different from the search endpoint). The required JSON structure (e.g., Title, CategoryId, Body, Status). We have several articles to migrate and would prefer an API solution over manual entry or external automation tools like Selenium. Any guidance from the iiQ team or community experts would be appreciated!

Do these just not happen anymore? These used to include a lot of maintenance items and bug fixes in them, but I haven’t seen a post in a couple of months at least. Seems like progress on a lot of things has slowed to a crawl.

We are begining our end of year audit process and i have given the staff instructions on how to verify the assets in there room using the incident iq app. well when they went to scan the asset tag it didnt pop up on mobile but they have claimed there room and in the browser version they cn see all there assets assigned to that room. Any ideas why it would work??