Unanswered questions

Hi everyone,I’m wondering if it’s possible for an agent’s Labor Type to automatically display when they go to enter their time on a ticket. In Layla Stone’s post from a year ago on Labor Types, it mentions:“Upon logging in, the Agent field will automatically display the user’s name, and the Date field will show the current date.”It seems logical that their Labor Type would also auto-populate so they don’t have to scroll through the 25 Labor Types we currently have listed.Questions:Is there a way to make Labor Type autofill based on the agent? Or am I using Labor Types incorrectly? Should I just leave the three original types (Weekend, Standard, OT)? I created additional Labor Types because I update hourly rates for each agent and thought I needed to update Labor Types too. If both don’t need to be updated, and I keep only the three defaults, will labor hours still calculate correctly?Any guidance or best practices would be greatly appreciated!

Our school district has dozens of custodians, including many who rove between schools. Often, these custodians submit work orders for schools they are not permanently assigned to in IIQ. Currently, they need to remember to use the “Edit Location” option, but this has proven challenging for many of them.Is there a way to make location selection more prominent—perhaps within the main work order entry area—so it’s easier for custodians to choose the correct site when submitting a ticket?I’m new to our district and learning all about IIQ. I’ve recently been designated as the point of contact for IIQ within our facilities team, and this issue has come up several times. So far, I haven’t found a solution in any of the threads I’ve reviewed.Any tips, best practices, or configuration options would be greatly appreciated!

Hoping to get some clarification on stale tickets, specifically how the stale ticket count works and what triggers the stale ticket to reset.We currently have ‘Waiting on Requestor’ rules in place that send reminders to our requestors when a ticket has been sitting in that status for a specified amount of time. When each rule is triggered, it is suppose to change the status from ‘Waiting on Requestor’ to our custom reminder 1, 2, 3, etc. I understood that this rule would count how long the ticket sat at the specified status, and then trigger the next rule. However, we’re finding that the statuses aren’t changing.It seems like the stale count is resetting when the ticket is simply touched (opened) even though no changes are being made within. Is anyone else experincing this issue, or have any suggestions to fix this?Screenshot of one of the current rules...maybe we’re doing something wrong? 

I would like to pull all ticket data from this year into a Google Sheet (nightly) so I can create custom reports. Anyone know how to do this using Google Apps script and an API call? Thanks.

Why is updating the cost of a part is complicated? The BOT initially referred me to Import Parts which does not have Unit Cost. When I mentioned that, it corrected itself and told me to Import Inventory. Which I did, then I noticed that it skipped the part because it was saying that no parts are found. Long story short, I exported the part, updated the cost and import the file. Then had to made sure that Qty Available at Location(s) is mapped to Location even though that field is empty before it allowed me to import the inventory and change the Avg Cost. There has to be a easier way of updating this...

I work on a fleet of chromebooks at a school.  Typically we charge student fees for the Middle and High Schools, but not in K-6.  We also have incidents where the student is not at fault for defective parts. We do not want to charge fees for K-6 or defective parts.When we use an inventory item, it always displays on the ticket with a running cost.  We do NOT want our office staff to charge student fees for items that should be replaced free of charge.  It leads to confusion and sometimes these fees are added that shouldn’t be.For example, a chromebook has a defective battery.  So I add the part to the ticket (taking qty 1 out of our inventory) and the part is added to the ticket including the cost of the battery.Is there a way to have iiQ adjust our inventory, but NOT charge the student a fee?Thanks, can’t wait to see some input on this problem

Hi all, I am hoping for a way to sync device status from IIQ to Mosyle so we know when a device has been damaged or replaced. As Mosyle doesn’t have an inbuilt “Device status” attribute and IIQ supports syncing back tags, I was hoping to just sync IIQ’s status to Mosyle as a device tag; unfortunately, device status isn’t an option to sync as a tag. Is it possible to add “Device status” as an option to sync to Mosyle as a tag? Seems like a pretty straitghtforward request. Thanks! - Jack

We’ve noticed that when our agents get email notifications about tickets, new tickets, updates, etc. in the fields showing the updates the text isn’t formatted with line breaks.  Instead it is all put together with text wrapping.  On longer tickets where there are paragraphs in the ticket is just one big wall of text making it all very hard to read.Considering how many things IIQ does great I find it hard to believe that something as simple as properly formatting the emails is something they can’t do.  Are we missing a setting or something that would resolve this?

Is there currently a way to set an assets location and room using a shortcut from a ticket?  I would like to change an assets location using a shortcut as I assess the asset through tickets.  Currently, I have to open a separate window to do so and sometime when I am doing multiple of the same asset, it gets a little confusing because sometimes the window hides behind another window.  Anyway, any help would be much appreciated.

I’d like to rapidscan a bunch of chromebooks and mark them Active and move them to a new location at the same time.  But it doesn’t seem to be an option.  Looks like one bulk action at a time.  Is that correct?

For those of you using fee tracker, how do parents pay fees? I notice it doesn’t email them a payment button like Vanco does. 

We have a team of Project Coordinators who frequently upload important documents related to the project lifecycle into work tickets. Currently, the only option is to attach these files in the comments section. Over time, this pushes documents farther down the ticket, making it difficult to locate them later without scrolling through multiple comments.Is there any way to:Upload files into a single, dedicated area of the ticket (for example, below the Info section or somewhere on the right-hand side)? Keep all documents organized in one place rather than spread throughout the comment thread?I understand this might be a minor feature request, but having a centralized document area would improve efficiency for our team. Any advice, workarounds related to this would be appreciated!

Hello!I would like to allow all of my teachers to submit Staff Device repair tickets using a single Ticket Template.However, when I do that, it means I need to select a single Location and a single Model to submit the ticket under.I have created a “Dummy Model” which can be selected at time of ticket creation called “Staff Device” and given it the issue type “Needs Service” which is just a Description field.Given that we store device associations, building associations and more within IIQ, IIQ already has all of the information required to get the ticket in the correct state, without asking the user submitting the ticket to enter anything:Location of user will be their assigned Location in IIQ, fed from Google SSO Asset Tag of device is the main computer/device assigned to the teacher Model of device can be assumed from Asset TagAt this point, truly all I require from the user is a description of the problem.  I am not concerned at this time with having unique issue types per model. Is

Just a question.  We are still having a vast majority of our tickets submitted through email.  I would like our district to really push the submissions through IIQ for obvious reasons.  Who has done this and what were some of the issues.  I still would want the option to send a ticket using email but I want that to be the last option for the user.  What worked for those who switched and what were some best practicesThank you

Our district currently has to use AWS to handle the redirect from our CNAME to our Incident IQ instance. IIQ support has told us they are unable to manage this on their end. Has anyone else run into this? For most of our other vendors, they handle both the redirect and certificate generation, so I wanted to confirm whether this limitation is expected.