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We have a rule set up that when a ticket status is changed to “Re-Image Request” it triggers a subticket to be created. I have made a district-wide shortcut that changes the ticket status to “re-image request.” Whenever the shortcut is applied, the status is changing, but the subticket is not being created.If I do not run the shortcut and just simply click on the ticket status and change it to “Re-image Request,” the rule triggers properly, and the subticket is created.Does anyone have any ideas why the rule is not being triggered when the status is changed via shortcut?
It is typical for our media center staff and office staff to hand out spare devices when a student breaks their device, or needs to borrow a spare for the day. It would be an amazing addition if these support staff members were able to issue a spare device themselves, rather than needing an Agent to issue the spare afterwards.I would like to see the “Issue Spare” button available in the ticket submission window - perhaps as custom field option which could be added to a ticket based on issue type, or other conditions.
Is there a way to prevent anyone outside of a team from resolving tickets assigned to that team?For example we have a set up for agents to submit a subticket assigned to the “Reimage Team” when they need to reimage a device but we do not want the agent to have access to closing out the subticket unless they are in the “Reimage Team.” Is this possible?
Is it possible to change the Annotated (custom) user field, location and notes to write back to Google, so that any devices in our system match the information we have in Google Admin Console?We want to edit these fields, but on the IIQ side. We have already created a Notes section, so we can change that when we edit an asset, but currently we cannot edit the Location or user in this section.
IIQ community I need your help!!!I created a summer audit so I can verify the classroom devices at my school. Things like projectors, monitors, etcThis is the schedule I created. I want to know the best setting for the Assets at Risk timeframe given that I want to do the audit once every year. I want the verified devices to stay in the verified state so I can make sure I get all of them. My first setting had it at 3 weeks and devices I know I verified were now showing as pending. Just need to know what the best setting for At risk should be. Thank you in advance
We have been using IIQ for about a year so I am getting more comfortable with rules, ticket templates, etc. I always end up finding the unique situations though 😆 Here’s what I want: I would like a ticket to be made, when a ticket closes, and I want the new ticket to reference the closed ticket number. Situation: Chromebook ticket comes in. Tech repairs Chromebook, adds actions, adds fee, closes ticket. I want a ticket to be made that tells me that ticket xxxx is closed and has a fee so I can prompt the email invoice to be sent. (We currently use MySchoolBucks if that matters.) Reasons I want it: 1. We don’t want the techs to send the invoice because that would add an extra step to their work and we want to limit that 2. I want to make a comment/action that the invoice was sent since there is no tracking information on sent emails3. Fee emails can’t be automatically sent (as far as I can tell and also, it wouldn’t be tracked) Creating a ticket template has not worked because it
Right now I can only see an option to create a view with 200 tickets as a visible listing per page. However there are times that I may have to deal with more than 200 tickets and having to ability to bulk process tickets are great but only if they are visible from the first page. Meaning if I am working on 10 tickets on page 1 but need another 10 tickets on page 2, I can only bulk process 10 tickets at once and then go to page 2 hoping that none of those tickets get sorted to page 1. This process definitely slows down the bulk processing of tickets and I think it should be a simple issue to allow more than 200 view ticket per page. Can this be an option of enhancement or change in our environment?
When selecting rooms for an event rooms do not appear to have a particular sort. Is there a field that controls how rooms are sorted in the list? It does not appear to be numeric.
It would be awesome if when you set the ticket template screen to view 200 templates per page, that when you open a template to view, copy or modify and go back to the list of templates, it retains the view of 200 per page. Currently, once you set the screen to view 200 and go into a template, it goes back to the home screen of 20 per page and the start of the templates. I really hope I’m just missing a setting somewhere.Thanks.
IIQ tickets is not working. All I am getting is a spinning circle or blank page. Anyone else experiencing the same issue?
Is anyone else experiencing slowness or buffering issues with iiQ today? The subtask sections on my tickets are just spinning and taking forever to load.Just checking if it’s isolated to me or something more widespread.
We would like to make inactive older models for which we no longer have assets in service. For example, we used to buy Dell 3120s. Very soon all the ones we used to have will have been retired and we would never acquire new ones. However, knowing this for the thousands of assets we have is not managable.I’m trying to find a way to generate a list of every model and the number of in service devices so that we can then make inactive models that we will no longer be using.I suspect there may be a different way to do this so I’m open to a different approach that solves the same problem.Has anyone done this who can advise us?
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.
Hello,I’m trying to create a subticket via API using a rule with a webhook. I’m not even sure it’s possible but I’m giving it a try. I have added the appropriate headers and values. Here’s what I have for the json which currently is not working to spawn a ticket. Json body:{ "TicketNumber":"{{Ticket.TicketNumber}}-1" "Subject":"Escalation: {{Ticket.TicketSubject}}", "IssueDescription":"{{Ticket.IssueDescription}}", "IssueCategoryId":"{{Ticket.IssueCategoryId}}", "IssueId":"{{Ticket.IssueId}}", "IssueTypeId":"{{Ticket.IssueTypeId}}", "LocationId":"{{Ticket.LocationId}}", "AssignedToTeamId":"98f04f05-5d16-f011-8b3d-000d3a0db164", "ParentTicketNumber":"{{Ticket.TicketNumber}}", "LocationDetails":"{{Ticket.LocationDetails}}", "Priority":"{{Ticket.TicketPriority}}", "ProductId":"88df910c-91aa-e711-80c2-0004ffa00010"} I am using the templating values to fill in the json fields for the subticket based on the parent ticket. I am not even sure ParentTicke
With the popularity of IIQ catching on in our district, I’ve had multiple departments asked me to automate their paper forms in a digital workflow. We do not have an HR or Forms modules (we only have Ticketing, Assets and Facilities), so I wanted to know how the other districts are doing it and to see if someone has a better idea.I am working on an Overnight Travel Request Form (OT for short).Current process:The paper is filled out by a teacher, turned in to a principal, who approves and moves it to the director of Elementary or Secondary departments, who in turn approves it and turns it into superintended to do a final approval.My plan is to create a bunch of custom fields with OT as identifier (hint hint IIQ, we need displayed and hidden custom name fields!!), so an example: OT-Names, OT-Events, etc.Create a new Issue and tie in the custom fields to a ticket with the issue types of Overnight Travel.Then build the rules to specific people for approvals. My trigger for progression will
Hello, I am trying to make tickets for Chromebooks that have physical damage done to them. I DO NOT want to have them to be “Checked In” into our storage. I just need tickets made for each asset. Is there a way to to do this. Thanks for any ideas!
I updated the asset locations in the High School spare pool group for Long-Term devices. Specifically, I set the Location to: School: High School Room: 268 Specific Location: Cart 1 I made sure to save the updated location details for each asset, and confirmed that the updates were correctly reflected immediately afterward.However, each morning, I notice that the Location field for these assets automatically reverts back to "District" instead of retaining the updated school and room details. This has occurred consistently across multiple assets in the group, as shown in the screenshot attached.Can you please help me understand why these changes are not persisting overnight? Is there an automated process or sync that might be overwriting the values?Thank you!
Is there a way to send notices to students regarding the specific device that they have lost and need to pay for?
Hi, everyone.My questionIs there a way to unassign a device using a shortcut? My school has an insurance program that can be bought by the student or parents to be protected in case a chromebook gets damaged, but when the chromebook gets damaged and it doesn't have insurance, the user has to be removed. I have made a shortcut to automatically create the actions that have been taken with the chromebook. One of the actions is to unassign the owner, and I would like to include that action into my shortcut, but I haven't found an action that allows me to do that.Thank you very much… JV
Anyone else experiencing issues when trying to pull up different ticket views? It doesn’t matter which view I select, it can’t load any of the items, it just spins. I’m only seeing this issue when I try to pull up different ticket view. Asset and User Explorer are working as expected. I can even pull up the Open Tickets view, but none of my customized views will load.
Are we able to create a wiki or knowledge page with information on incident IQ in any kind of way for the students parents or teacher ?
The custom fields in my asset views are not loading. The custom fields are also not showing up in the bulk “Set Info” menus.
Good morning team, Anyone else experiencing Incident IQ being slow and unresponsive? I have tried Chrome and Edge both seem to giving me the spinning wheel. Print asset labels is also and issue not getting the printer prompt pages just spins. thank you
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?
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.
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