Ask the Community

I’m working on setting up an automated email notification that triggers when a student’s status is changed to “No Access” while they still have an asset checked out. The goal is to notify the site associated with the student and include the asset tag of the checked-out item in the email.I’ve configured a “User Updated” rule to handle this scenario. The rule executes as expected; however, the email content only returns the literal variable name {{Asset.AssetTag}} instead of the actual asset tag assigned to the student.Could you please advise if there’s a way to retrieve and include the asset currently assigned to the student in the email body? Specifically, I’m looking for a method to dynamically populate the asset tag in the notification.  

Is there a way to import a CSV of asset ID’s that we want to print labels for? The labels are great, but the process is very manual when we have hundreds of new assets that need replacement barcode/ID labels. Part of our verification involves scanning into a spreadsheet that we use to move the devices to the appropriate location for the school year. Also trying to figure out where it is pulling the “Location with Room” data from as there doesn’t seem to be anywhere that I can find that data matched within the Rooms under the “Places” tab.

Under Purchase Information, is there an option for leased devices?  These devices will need to be returned to the Vendor in a certain amount of time, so they are not purchased outright but leased. 

Has anyone implemented Okta for SSO? We are struggling with configuration since we cannot access login logs.

Is there a reason the IIQ is not being diligent with updating their status page with know issues? I put in a ticket today for an issue with the custom views not working correctly. Have not heard one thing about it prior to my ticket. Here is the response I got back.“ Thank you for contacting iiQ Support! I am more than happy to assist you with this concern. We apologize for any inconvenience this issue may have caused. I have confirmed that this is a known issue, and it has been escalated to our dev team. The problem is that the filter "Ticket State" with either value open/closed is causing an error that does not allow tickets to show as expected. Once our developers can investigate, I will provide you with another update. We appreciate your patience. Thank you,”Ticket still open and still having issues yet here is the status page.

I’m hoping someone from iiQ chimes in to discuss this.The way iiQ is presenting this piece of Chromebook data is completely inaccurate. The “Last Login Data” is being extracted from the “Active Time Ranges” field in the API response. Here is Google’s documentation showing the schema:https://developers.google.com/workspace/admin/directory/v1/guides/manage-chrome-devices I have been using this endpoint for years prior to us being in iiQ and it has always been misleading, so even our homegrown reporting solutions for Chromebooks that I’ve built in the past, I’ve always included a disclaimer about “Recent User” vs “Most Recent Activity” not necessarily bei

I have a teacher whose location keeps changing. I have even locked the location and it will go back to the “wrong” location but have the option as locked now.  It will not allow me to lock her location. Additionally, her assets are also doing the same thing.

We’re seeing issues when onboarding new hires.  They can click the link provided in the email and start their paperwork, but if they get closed out of the system and try and get back in they see:We were able to get things working by using having the end user use incognito or clear their “cookies and other site data”.Then they were able to get all the way to the verification code page and they’d get an email.  It just started happening this week.  We’re in the middle of onboarding a lot of new staff so we’re trying to sort it out.  We did create a helpdesk ticket, but wanted to see if anyone else had this issue.

Anyone run into this authentication error when trying to set up PowerSchool?Sorry, we could not authenticate the provided PowerSchool Consumer Key or Consumer Secret. I am doing a copy/paste of the OAuth Credentials directly from the Data Provider Configuration in PowerSchool.The access level for v1 APIs is Read Access.What am I missing? 

Is there a way to check out devices that are already assigned to a student? For example we can't unassign a device when we check them in because our mdm reassigns them overnight and we don't want to turn that off.

I have created a custom field for department and I originally made it as a text field.  After thinking about it I thought that the select option will be better to keep consistency.  However, I do not see a way to edit this parameter.

If I manually change a user’s information, how can I stop the integration from automatically pulling the information during the sync?

We are in the infancy stage of setting up Incident IQ tickets.  I have some conditions set up, however I would like to add new conditions.  Every time I attempt to add a new condition it links it to an already existing condition.  I would like to create specific conditions for specific issues…

Can I rollback or undo a Google sync? My devices mapped to a default location, removing them from their assigned room. It seems like me or someone in our team turned on location mapping without realizing exactly what it did.

Hello, Our Chromebook are assigned to a room and linked to a cart that is assigned to teacher. They can see the linked devices on their dashboard under My Assets, but it says they do not have permission to favorite the assets. Is there a rule/ permission that I do have turned on?Thanks,

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.  

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? 

I’ve had a principle ask the other day if it’s possible to create a rule in Ticketing that can a ticket in Facilities as well as Ticketing?

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?

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

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?

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.

Is there a way to have followers from a parent ticket auto map to the sub ticket. I know you can add followers based on location but am curious if there was an option without writing a super complicated rule to just have this happen…. Im guessing by asking the question there isn't going to be an easy Variable data point rule that I missed but I can dream. Any advice on not writing what seems like a million rules would be appreciated.