Ask the Community

Basically the problem we have in our district is that devices going missing happens often, but it can be a short-lived occurrence. Our librarians are very good at setting the asset status to “Missing”, which triggers a device lock, but they tend not to create tickets because the devices are often found within hours or even minutes of being locked therefore they don’t want to deal with ticket hassle.The problem this presents to us is we don’t have a good recorded history of how often any given student loses a device, which can be detrimental when discipline/remediation is required. I feel automating lost device ticket creation would be a win-win, librarians don’t have to do the extra work, but we’d still have a trail of who is losing what to support admins when needed. IIQ’s asset rules currently don’t allow for ticket creation based on device status for some reason. So I’m just wondering if anyone has found a workaround to this shortcoming, or what’s your approach. Tha

How are you going about being notified of New Tickets other than logging into and living in IIQ all day?We don’t auto assign tickets quite yet, as there are only two of us, and we try to prioritize them and work them as we get them.  I have noticed, that when new tickets are submitted by my users, that neither of us get email notifications.  The only way either of us know about a new ticket is if we look for new tickets in IIQ.I don’t see an option for “Ticket Creation” notifications for Agents in the Site Settings.  What is the best practice here?Thank you all in advance for your help. 

Staff role users are not able to add followers to tickets and we’d like to be able to grant some access.  

My school district has maintenance assets listed under the Facilities toggle and regular classroom items under Ticketing. Our Maintenance department submits their tickets through Facilities, and they would like to set up Ticket Templates. We were alerted that they don’t see the option to add assets to their templates when creating them, though the assets are showing up in the Assets Explorer, and they need to be able to reference specific items. Is this a permissions issue, or a different issue regarding the Facilities side of IIQ?

Is there a way to have the Subtask list update based on the ticket created rule > create subtask list when ticket issue is changed? For example, I had a requestor put the wrong ticket issue in, when I change to the correct issue, the subtask list based on that rule is not generated.

I have one user whom I have made an Agent and since adding him as an agent he has no Role permissions. I have verified that the Agent role has set permissions, but it doesn’t update for the user. In an attempt to correct this, I have removed his role, added another role, deleted and re-imported his profile with the role addition/removal again and nothing is working. His permissions show no role policies.

Hey guys,If I create a rule in IQ for tickets, will it run for all existing tickets as well? I want to add a “stale ticket” rule where the priority will increase based on how long the ticket has been stale. I would like the rule to start as it’s created, not for previously stale tickets.

It has been brought to my attention that when another agent closes a ticket for someone else it gives the credit to the assigned agent not the agent that resolves the ticket.  Is there a way to fix it so that the system is set to give credit to the resolving agent?  When I run report on agent performance the numbers do not reflect what agents are really doing.

Hello,We use the Infinite Campus API.  Is there a way to define what is displayed in the students “Classes” section?  We would like to add the teacher name.  Thanks, Glenn

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?

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.

I’m looking for a filter to use in a POST to /tickets that allows me to return all tickets based on the “ForId” in the ticket. I know I can do this by returning all tickets and then filtering the list in my tool, but we’re approaching 70k tickets which would be hundreds of pages and an almost 400mb JSON file returned each time, so I was hoping for a more efficient method using a filter in the body. I’m building an automation that randomly selects a subset of users from a very large list of users and creates a ticket with them as the “On Behalf Of” (ForId in API speak). I’m randomizing and limiting so that I don’t overload my techs with hundreds of tickets at once. Once the ticket is complete, there are mechanisms to remove them from the list getting randomized for future batches. I want to be able to create another batch of tickets before the first batch is necessarily 100% complete, so I’m wanting to see if the specific user already has this specific tic

We are looking to implement Fee Tracker in our IIQ tenant. How does your district handle automation with Fee Tracker and IT Ticketing? We are looking for a robust way for principals/administrative assistants to be added as followers whenever there is a fee update to a ticket. Cheers!

Unable to check in assetAsset [ Acer Spin 514 - G111345095 ] is not currently checked out - Assets need to have a status of 'In Service' to be checked in  How do i check in without it being in service ?  New Chromebooks for example, or reasigning them. I need to know how to set those permissions. 

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...

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

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!

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.

I accidentally returned a spare asset on a ticket that I was updating because the spare asset had NOT been returned. Is there a “best practice” way of undoing this action?(I tried deleting the “return spare” action, which did delete the action, but the asset is now no longer associated with the ticket, other than in the reference in the “issue spare” action in the timeline.)(Somewhat relatedly, is there a way of backdating actions that are entered absent-mindedly after the fact? Clearly this would be something to avoid.)

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

I tried to do a search on this and couldn’t find an answer.If I pin my rooms on the Interactive Map, would assets which are already located in that Room be pinned automatically or do I have to pin each asset to the room manually even though the asset has an assigned Room already?That was my initial request during the first stages of the Maps planning with IIQ team.

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.

Issue:Trying to find devices, that are assigned to students, that have an open ticket.Current Method:Ticket filter: “Has Asset Attached” and State = “Open”, export that list and add the Tags to an Asset view with the Role = Student filter.Solution:Asset filter of “Asset Attached to Open Ticket”.Our current process, regarding broken student devices, is to check the device in, create a ticket, issue a new device, and then repair the broken one. I am trying to identify when this process isn’t followed as, currently, we don’t have a process to catch/correct them.