Ask the Community

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

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?

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!

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.)

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

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.

How do I edit the original request detail that I was the requestor for?

Is there a way to edit the problem description of a ticket that you created? My manager created a ticket for himself to track some work but he forgot to add a few lines of information when he submitted the ticket to himself. I thought this would be useful to change these as needed even if it is for yourself. 

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?

I would like to create a rule that when a user is disabled (their role is removed) their assigned Chromebook is disabled. Is this possible?

Sometimes when creating a ticket with many actions, users/techs will be bombarded with every action as an email. Are there way to limit this (create summaries, collection ‘x’ amount of notifications before sending them as one, etc..? -Marcus

Our team has noticed in past few months that our ticket pages are no longer loading every ticket item that we have set to display. For example, when choosing 50, 100, or 200 items per page. It only loads the first 10 or so that you’re actually able to see on your screen. In order to get the rest you have to completely scroll down until you’ve reached your specified number. In the past these would all load when the page loaded, making it easier to navigate and search tickets on that page.  I reached out to support and was told it was working as intended. I stated that it worked in the past and asked why we would have the option to choose how many items per page we wanted if it didn’t actually load them all? To me that is not working as intended.. They escalated the issue. After the escalation I was again told it was working as intended and to submit a feature enhancement request through this idea exchange.  I’ve attached a screenshot below of what happens

Dark Mode would be a great addition. I’ve seen this was suggested before, but wanted to reopen this discussion as I see it has not been implemented. We here at TD3 just joined into the program and would all greatly benefit from a dark mode being available please! Personally I deal with a bad eye strain issue, being far-sighted. Thank you for considering this option, it would be very appreciated!

We are struggling with trying to find a way to create a ticket, using a ticket template, based on a user rule.  We can get all actions to work except “Create Ticket”The use case is if we have a user go to “No Access” that still has a device assigned we would like to create a ticket.We would also like to use this to trigger a ticket when we update a user to indicate they are leaving the district and we need to collect assigned devices. The user rules have the option to create a ticket but we have not been able to get it to work.

Goal: To allow our accounting department to only have access to tickets with fees without letting them access other non-fee tickets.  Also to not change any visibility for our other agents. Would this work?  If I created an accounting team with a permission policy that does not have any ticket permissions checked.  Then created a rule that once a ticket is updated with the amount applied filter set to greater than zero it will perform the action of assigning the ticket to the accounting team.  Would this allow accounting team members to view only the tickets assigned to them without accessing any other tickets?

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. 

I created a custom field in for a group of assets and gave it field type as number. Did import on those assest with new custom field. Didn’t like the format (OCD). Attempted to edit the custom field itself, but could not change field type. Ended up deleting custom field and then adding again with field type as text. Did import and now I have two of the same fields. (see image) When I hover over the lock icon, it states that it is deleted and can no longer be updated. If it is deleted then why is it still even showing? Please advise.  

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!