New to the community? Introduce Yourself
The custom fields in my asset views are not loading. The custom fields are also not showing up in the bulk “Set Info” menus.
We have multiple users that have the same permissions, but are seeing different abilities to apply a Custom Field as a Filter. Notice how Custom and Application are missing from the second screenshot.Anybody else experiencing this?
I came across a post mentioning that, by default, the Faculty and Staff roles cannot use the global search feature to find tickets — even those they’ve submitted or are listed as followers on. However, some of our Faculty/Staff members have multiple pages of tickets, so having access to the search functionality would be very helpful for them (that way they can search by certain keywords or for a specific ticket number).I found that enabling the “View Tickets List and Details” permission allows the search feature to work, but this also grants visibility into all tickets — which we want to avoid. I’ve tried restricting the scope using the “User’s assigned location” conditional filter, which helps lower the number of tickets visible, but this doesn’t limit the view to only the tickets a user has submitted or is following.I know that enabling the “View Tickets Nav Item,” allows them to create custom views as well as can limit their view to only the tickets they are following - but again, w
Everything is running extremely slow or not loading at all, both on the ticketing side and asset side. We can’t do anything on the platform. Already tried the usual troubleshooting of clearing browser cache, etc. The platform status page states there’s no issue.
Anyone else having performance issues with IIQ? Blank pages. Data not loading. I cannot even submit a support ticket because no options to select will load.
At our school, we are preparing for the new year ahead and as such, we are sending out an updated Technology Agreement via the app “Policy Manager”. We have all Alert Methods selected: “Dashboard Widget” and “Popup message on login”. It is designed to go out to “Faculty” only so our school is selected as the Location and “Faculty” is selected for the Role. We have the policy saved. When we test this with our test Faculty account, they neither receive a widget on their Dashboard nor a popup message upon logging in.Would I please be able to get some assistance getting this rolled out to my Faculty? Thank you for any help you’re able to provide in advance!
Hi, I need to print Asset labels with the Serial Number and not the Asset tag. Is this possible? Thanks in advance. Brandon
Possible bug? Maybe (hopefully) operator error? I was trying to create a rule today to act on tickets submitted by 2 specific Agents. I was testing and created a rule under Ticket Creation where the only filter was Agent is bclark. I would then enable this rule and move it to the top of the "Tickets When Created" list.What I found was after creating a ticket the rule was not triggered. The log just says it doesn't match the filter. The only thing I can think is that when I create the ticket it's not recognizing me as the Agent. I tried a couple other routes. For example, was the source the app or mobile. This was ignored too (in this case the app WILL be the actual source). I also tried adding a custom field to my profile and that wasn't an option for filtering. Neither is who submitted the actual ticket.Interestingly, other ticket created rules I have are working fine, ie if it has this issue give it to that agent.Any ideas? Edit to add I also tried a “When ticket is updated rule” and
Hi Everyone! We just started with iiQ (2nd full week in) and are running into an issue with duplicate tickets. In this instance two seperate emails were forwarded to iiQ and tickets were successfully created, but each ticket was created twice. We have gone through the tickets and verified they are the exact same and talked to the sender and confirmed they only sent the email once per ticket. Any ideas on what could be causing this or how I can prevent it in the future? We will be using the email to ticket feature a lot and the last thing we would like to see are a lot of duplicate tickets. Also another question related to these tickets. For both of these tickets the body of the email was not included in the creation of the ticket, so we are only seeing a subject line and a blank ticket, plus the picture that was attached. When going to the emails tab on the tickets and opening the originating email message you can clearly see and read the body of the ticket.Any ideas on that? Thanks fo
Would like to know how you assign devices to teachers. In my building I like to assign not only the district provided laptop to the teacher but the other tech devices in the classroom. They have a monitor, Airtame streaming device, Epson projector and phone in the classroom. I do this because if they need to create a ticket for lets say the projector it already has them as the owner and makes it quicker to submit a ticket. One issue someone on our team has brought up is when teachers move classrooms. This would require us to make those changes or else they possibly could be submitting tickets for devices in the wrong room. Is there anyway to set a device owner as lets say the room. Does anyone have something they do that seems to work well. My concern is that it would take more steps for a teacher to put in a ticket for one of those devices since they aren’t the owner. Would quick tickets work? Thank you
At my district when we can’t fix a problem in house we send the device off for repair. What is the best way to show that these devices are at the repair location. Is it to make a repair location and assign those devices to it or is there a better way?
Is there a way to send a notice letter as we are nearing Graduation to our seniors that have devices to return them?
I have read through quite a lot of knowledge-based articles, but I’m not finding the specific situation I’m trying to do. I would like when I sort something by status to have a specific status be listed first. I would like for submitted tickets to be shown first.
Is there a way to do a “mass” batch check in via importing a CSV or any other way? For example we have a list in a Google Sheet of 125 6th grade students asset tags. Is there a way I can drop them all in or do I have to still scan devices individually ? Thanks in advance! - Dusty
Is there an article describing how to set up and what it looks like to a user when they submit a comment by email? do they get some kind of notification of the out of office? I have been assigned tickets and was out for a few days, my tickets are not usually given to someone else to cover?
Hi all,We’ve encountered a workflow issue with how tickets are created from forwarded emails, and we’re wondering if there’s a way to automate part of this process.Currently, when someone forwards an email to our helpdesk, the ticket is correctly attributed to the original sender (e.g., Jimmy). However, we would like the system to also recognize the person who forwarded the email (e.g., Billy) and: Assign the ticket requester as the person who forwarded the email (Billy), and Set the ticket as being submitted on behalf of the original sender (Jimmy). Right now, we have to manually edit each ticket to reflect this relationship. Ideally, we’d love for this to happen automatically so both individuals are connected to the ticket and are aware that it’s been submitted.Is there a feature, setting, or workflow automation in iiQ that could support this behavior?Thanks so much for your help!
Is there a way to see assets that are added in Ticketing/Assets in Facilities? Reason for a need is if we are tracking high cost items, some things fall in tech so they are in our asset/ticketing module the rest would be facility equipment and we wanted to run reports on all these items would i need to re-create the item in both? I tried giving visibility to a model type that would be in both like a Copy Machine, but it does not appear as an asset in Facilities. That seams to have just added the ability to create tickets for them in the Facilities category.Thanks,FG
I’m trying to setup a workflow for our HR team to reduce manual input needs. I am trying to set up a rule that when a ticket type is submitted, create a subticket based on that type. I created the ticket template for the ticket I want to be created as a sub ticket, but when I go to select it from the rules engine all I get is this error: We haven’t used subtickets much in the past, my only assumption is that I can’t do this because the sub ticket has custom fields marked as “required”. Is that really a limitation of the ticket? That seems silly, the ticket would be created for another agent to go in and input the information that is needed.
I’ve built a middleware API to manage device management workflows when devices are checked in and out with more control/flexibility than webhooks currently provide.Looking for a way to meaningfully report information back to users from my API, I have two ideas: Asset Custom Field: does the API provide a way to set the value of a custom field for a particular asset? If so, then I could update this custom field with response/error information when a webhook triggers my “bridge” API. Asset Timeline: is there a way to add items to an asset’s timeline via the API? If so, then I could add things like “device successfully configured in the MDM” to an asset record.If neither of the above is an option, has anyone else done this sort of thing and have other suggestions?Thanks!
We are looking for a report that includes “Verified By”
The first line of text on our asset label is right at the bleeding edge of the label. Some of our Dymo labels are also at the bleeding edge of the printing so the upper half of that first line of text is cut off. Any way to adjust the template to have the lines of text be printed more towards the middle of the label?
I’m trying to create a new device category, but can’t find where to enable that.
I see how the Verifying Assets Through My Classes works, but I have a few questions. First, our secondary students are the ones that are 1:1 with the devices. If we ask teachers to do a check, they only seem to see the results of the “audit”. The next teacher does not already see that it was verified and we as the technology team cannot see that the teacher has done the process? Do I have a permissions set wrong somewhere? The very very light green background (needs to be darker!) lets the teacher know at a glance they have already verified the student’s device, but no one else can tell that. Reports? Permissions?What would be good for these Chromebooks would be that if we have Google Verification turned on, that the device shows it as Verified on that screen and if it shows Failed due to no logins or wrong logins, then it would show visibly so the teachers can know which students we really need them to talk to.
This blue information button started appearing a few days ago. In my environment, it jumps all over the screen as you are adding information to a ticket. Is there a way to remove this?
I set up a policy in the Audit Manager to verify the assets in one classroom. The schedule is set for Every 6 months starting on 5/7/25 and At risk 1 Day before failure to audit. I know the students logged into the devices but when I look at the Assets:Student Devices Policy tab it shows everyone as Pending Not yet verified. How do I get it to finalize?
Already have an account? Login
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.
Sorry, our virus scanner detected that this file isn't safe to download.
