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In the past a line appeared through a To Do item after clicking on it. This item would then be transferred to All To Dos and leave the main list. This is no longer occurring. The line appears but the item does not move and after a few minutes the line disappears and the item is still in the main list. Not sure if this is a change or a bug.
We have a user that reached out about wanting to be able to add followers to the ticket she opens. I read a few articles on here and the permissions for List Users is one that they said was needed. This is selected and the user still cannot add followers to a ticket they are opening. Can anyone help us with this?Thanks in advance!Gary in KC
I was wondering if there was a way to make take a bulk entry from Events and correct it after inputted. The same inquiry for deleting bulk entries.
Need guidance to structure a communication workflow for managing active incidents in IIQ using the Announcement App, ticketing, and tiered user alerts.
How do I move model categories to a new category? I can move some but not all. I assume the ones I can move are the models I created for mapping.
Good morning! I’ve been trying to figure out how to set device Asset Status to ‘In-Service’ status when they are logged in but have an Asset Status of ‘In-Storage’ My goal.. if something is In Storage, but is actively being used, I’d really like it to be In Service. Can anyone tell me how to make this happen, and if it’s a bad idea, tell me why? Thanks all! !--a=1-->
We added Events and Facilities this summer in hopes to created a unified, seamless experience for our staff. Unfortunately, we are not seeing that. I have discovered that when Faculty submit an event from Ticketing, they do not have the same options as if they were in the Events platform directly. Conversely, if Faculty are in the Events Platform, and try to submit an IT Ticket, the categories and issues I have created in the Ticketing Platform do not appear.My question is, is there a way to disable the option to submit Events from Ticketing, so that only IT and Facilities tickets can be submitted: AND, remove all of the other options when in Events. So it would force all Faculty to use Events to Submit Event reservations and NOT submit IT tickets. What would be ideal is if everything behaved the same in Ticketing and Events, but we are just not seeing that right now. It’s causing unnecessary confusion for Faculty.
When filtering tickets, is there a way to granularly list an assets location in a column? For example, I dont want to know just what building it is, I want to be able to list the room as well. When I bring devices back to our tech department for repair, we put them in a specific room in the tech department. I wish I could see that in a ticket list. I would like to be able to see if an asset is here at the tech department at a glance in a ticket list. If the asset has a balance, I can list that so that I can look at that at a glance.
Unable to search hyphenated names in Users Explorer?
I’m pretty sure there isn’t an option to do this but thought I’d double check. Several of our site based technology people would like to turn off notifications for ticket changes but only for specific ticket types. For example, they’d like to get updates to things like website block/unblock requests or provisioning requests, but not Chromebook repair tickets. Mostly because there are far more repair tickets than anything else and it’s a lot of inbox clutter.
Hi there! TL;DR check loaner iPad out → creates a ticket for that student. check loaner in → resolves the ticket. How? I’m sure this has been answered multiple times and I’m sorry for doubling up. Our front offices are trying to get a better handle on how students are checking in / out loaner iPads. Right now, I have a loaner pool through the Spare Pool app, and when we check in out it assigns it to the student no problem. When we check it in, it unassigns it no problems. Now when I go to the rules engines, I want to make a rule that when a student checks out a device (regardless of who actually uses the check out), it automatically creates a ticket assigned to that student under the issue “School Loaner”. I also would like it to update that ticket to Resolved when that device is checked back in. I’ve tried various rules but none seem to do exactly what I want!--a=1-->
We’re trying to configure permissions so a specific team can create tickets for any ticket type, but can only work (edit/resolve) tickets from one specific ticket type. Has anyone found a way to prevent a team from working tickets outside of their designated type, while still letting them create tickets for any type? Any suggestions, creative workarounds, or confirmation that this isn’t possible would be greatly appreciated.
I am looking for a way to pull out a specific field from our SIS integration with Synergy.Our users sync with ADFS and we do sync with Synergy classes and other data, but I am looking for one specific field from Synergy called " Administrator Name: " How can I add that field to write to IIQ (only a 1 way sync is needed here to write that admin to IIQ)I have put this in as a ticket as well just not gotten any answers if this is even possible.
I would like to set automatic reminders to my agents that they have a submitted ticket waiting. For example, if ticket is still in “Submitted” status then it will send a reminder every two days that the ticket hasn’t been started yet. I’m thinking it should be:Days Stale > 1 Status = SubmittedAfter that I’m not sure as I only want the message sent to the Agent and not the Requestor.
I want to allow my teachers to see student assets assigned and associated tickets in their My Classes view. (Just like I do). I can see the asset assigned and any associated tickets. My teachers dont see any of that. Just a list of students with a submit ticket button.
I am looking to see how I can add a variable that is connected to the last approver? Example: Our software review process goes through several approvers, but the very last approval is from our cabinet and then it automatically resolves. The rule I have is that once the Approve, it will send an email letting them know it was approved and to save this email as a PDF to be attached to any PO request. Finance wants it to show who that approver was in the email, but I don’t see any variables that are related to the approver process.
Hey all! I have two users who are agents and unable to sign into Asset Manager with Google SSO. I verified their user accounts show as authenticated with Google SSO, and that they are in the “Agent” role group. The only thing I noticed for both users is that the agent policies aren’t attached to them. I have tried deleting them and resyncing, and I still get the same error. Everyone else is able to use SSO.
In our HR Module, Agents are able to merge duplicate tickets but on ones where the ticket didn't get an approval done for it, it won't let them merge it. Do they need more permissions to be able to do that?
Is there a way to batch change the status to multiple items using their asset tag numbers? I am looking to move outdated iPads to the “Need to Recycle” status.
I am trying to update ticket statuses through the API. The rest api documentation seems to have or used to have a section dedicated to this subject but it is no longer linked to anything in the docs.Everytime I try to update the workflow status nothing changes. I can see related “on update” rules fire but never see any change in the ticket. I also tried to update the subject to see if that was my issue and though I can see the subject update in the timeline log it never actually updates.Is this a limitation of the demo environment or is it not possible to update ticket statuses?
Resolved - Statusin the Info of the ticket or on the status when viewing all tickets is not reflecting correct info when you use the Resolve Ticket - GREEN button while in the Ticket ProgressIf you choose to click this Green button - Resolve Ticket It does not reflect Resolved in the Status. I believe it used to reflect Resolved in the Status and now it is not.
When I click on a user it shows no assets assigned to them. If I check the asset tag it shows it is asigned though.When working in a ticket and I go to select asset it shows no asetts in the room.IIQ has been very unreliable for the past few weeks.
We are seeing performance issue this morning with pages taking a bit loading. I am not sure if everyone else has seen this but the top of our dashboard no longer has the help option or the ability to submit a IIQ ticket for their team.It is only showing the search and Ticketing options. Also when I attempt to update a photo of an asset model, it will not let me save the picture no matter the format of the picture. Anyone else having issues?
We are seeing performance issues with IIQ this morning. We also encountered issues yesterday as well. Are other schools also seeing these performance issues?
Hi all, On the facilities dashboard, there is a standard “open tickets by location” report. I would like to create another one that is the same logic but “Open tickets by agent”. So, a summary count of open tickets by agent. Has anyone been able to create a view/report that incorporates a counter like that? I am only able to pull standard columns into the view and have not been able to find a way how to tally up the lines. Thank you! Minette
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