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1955 Topics
K
kjohnsonObserver
asked in Assets
Tracking Licenses

We’re thinking through how me might use IIQ to track licenses that are assigned to assets. We could create an asset model that represents the software and specific assets that represent individual licenses, then assign to a user if appropriate but not sure about assigning to a device. I see an feature suggestion around this but short of specific functionality being added in the future, has anyone handled this in IIQ using existing functionality?

47611
TAnders
Specialist
HDault 5301452 d300
HDault 5301452 d300Observer
asked in Tickets
New "Rules" on Actions

Today (9/30/24), there are some new implementations that I do not like. Actions are now required to resolve a ticket when using an alternate resolution (Resolve - No Response), when this has never been required before. Additionally, actions are now requiring that we add time to them in order to add them to the ticket. This is not a metric we use, so adding time is meaningless. Is there a way to disable these? Additionally, as a sort of annoyance, when assigning a ticket before, the view was automatically agents so you were able to assign tickets to only users who were marked as “Agents”, but now it’s listing every single user in our district. We are a 28 school district, which is means there a lot of users. It’s so frustrating, is there way to change this back so the automatic view is agents?

18020
Kathryn Carter
AWilson 677ca7d spartanpride
AWilson 677ca7d spartanprideObserver
asked in Users
Creating a View to that includes user internal notes

I would like to create a view that shows all active students with a column that shows internal notes for the student. Currently, I do not see that as an option. Is there a way to achieve this?

362
D
Contributor
J
JRasor 2908c9b wearewayneObserver
asked in Assets
Manage non-serial numbered assets/resources/peripherals

We have several different types of devices (keyboards, Docking Stations, monitors) that don’t cost enough to assign Asset Tags and some items don’t even have Serial Numbers, but we want to track how many we have on hand and where they went.  I thought about using Parts, but haven’t found where I’d be able to assign them without a ticket and we don’t want to create a ticket for each Docking Station we send out (especially on our initial distribution).Is there a way this can be done in IIQ that I’ve missed?

726
Kathryn Carter
C
CLaMoreaux 147c69e metuchenObserver
asked in Assets
Changing Model Categories

We have all of our projectors except one model in a model category called Projectors. The one exception is in a category called Overhead Projectors. How can I change the category for the exception model so that it is in the category called Projectors?

312
Kathryn Carter
ACampbell 717f23b friscoisd
ACampbell 717f23b friscoisdObserver
asked in Tickets
Removed or updated custom fields?

When you remove a custom field from a issue type, does it remove the field from all existing tickets? That is, the data that had been entered in that field is just lost forever? We accidentally had the wrong field on a ticket (two student ID fields with very similar names - one required and one not required) so we took the required field off of the ticket and put the optional field on. Now none of the existing tickets have a student id - they were all replaced with an empty field.Is that working as intended? Or a bug?

271
Kathryn Carter
S
SPenland 4671c29 gilmerObserver
asked in Assets
What is the "facet" value for searching the "Notes" field value?

I have written a small program that does some things for me. I use this (for example) as a way to query an asset by its serial number: {  "Filters":[    {"Facet": "AssetSerialNumber","Value": "value"}  ]} That works great. But I now want to search using the Notes field. I’ve tried Facet being Notes and AssetNotes but neither work. I’d like to know how to search based on the value in the Notes field.  Also, it’d be nice to know if there is a find all AssetSerialNumbers starting (or ending) with a value. That’d be super helpful too but is not required.

414
Kathryn Carter
K
KCave 3577b48 weberObserver
asked in Assets
Storage unit stand alone creation.

I would like to pre-create storage units for future use without having to add assets right away. Or copy and edit existing storage units to retain the information I want and change what I need to. 

301
Kathryn Carter
J
Specialist
jclarkSpecialist
asked in Integrations
Anyone else experiencing sync failures with Jamf?

For the last week or so, our Jamf Pro sync has been failing with an “Unauthorized” error. We checked the credentials that iiQ is connecting with, and verified that permissions for the account in Jamf have not been modified.We reached out to Jamf support and were told that they’ve had some recent infrastructure upgrades, and that additional IP ranges and ports would need to be allowlisted by iiQ.My initial hesitation with that answer is that I’d assume someone else would be having the same problem if that is the case - so I’m here to check. Anyone else seeing these failures?  

925
T
A
Participant
AMeyer Greendale SchoolsParticipant
published in Tickets
Daily loaner template workflows

In the November 14th Office Hours, I mentioned some of the details for how we handle loaner Chromebooks, specifically the templates we use and some rules to help reduce clicks.We have 2 main reasons students need a loaner Chromebook from our spare pool:Chromebook left at home Chromebook not chargedWe have templates for each of these, which makes submitting tickets easier & allows for clearer data.  Within those templates, a few actions are included. Initially, we just added the Daily Loaner tag. Once the ticket loaded, we needed to click Start Ticket and head over to the Submitted By section to change the requestor.To reduce the clicks and ensure the Submitted by section reflected the student, I added 2 actions:Set status: In Progress (this sets the ticket to In Progress as soon as the page loads) Set requested for:        (left blank as a prompt for the student’s ID number or name)These changes mean we can immediately assign the spare device.I also have some rules set up related t

1112
A
Participant
C
covingtona1Observer
asked in Tickets
How do I run a report to show an Agents tickets

I need to run a report ran every FridayASSIGNED TO  SUBMITTED ON.. STATUS TICKET# SUBMITTED BYCan this report be emailed?

381
GWeiland_IIQ
LCampbell
Contributor
LCampbellContributor
asked in Assets
Permission to View Asset Custom Fields

I submitted this feature request a while back, with the intent of hiding “secret” fields:  However, I realized I also want the opposite. Today, I have custom fields for Assets that mark whether the asset is a loaner, or a classroom spare. It’s a simple Y/N toggle. With Permissions v2, I have a subset of Faculty / Teachers who can view assets at their site. They are not Agents. Here’s their permissionsThe custom fields I’m looking for are configured for Assets as such: While these folks CAN view assets, they CAN”T view the “Meta Information” section. As an IIQ Admin, I can. Does anyone know what v2 permission I need to grant to allow non-Agents to view Custom Field metadata on the Asset? Granting Agent access is not an option; I don’t want them to see or work tickets.

411
Kathryn Carter
ADeLacy
Participant
ADeLacyParticipant
asked in Tickets
Guest Ticket Creation

So We have been asked to allow Guest emails for a specific domain that shares a campus, we are getting the following. error, double checked settings and am now here.. any ideas where else to check past rules, permissions and roles ?  

473
A
Participant
A
amacObserver
asked in Tickets
Make adding a comment required when changing the ticket status

Is there a way to make adding a comment required when changing the ticket status.  We would like to have a comment required when the ticket is escalated to a higher level tech or when we move the ticket to Facilities (we have a custom status that unassings the ticket, removes followers, then moves it from Ticket to Facilities).  It would be nice to know why the ticket is being escalated or moved.

353
Kathryn Carter
DAdmin 407d141 mtbluersd
DAdmin 407d141 mtbluersdObserver
asked in Assets
Sign out assets?

Is there an option in iiQ that would allow users to schedule to sign out assets? We have a computer cart that teachers can sign out to use for their class periods. It would be good to have them do it in iIQ since they are already in here for tickets but I don’t know that the functionality exists.

203
Kathryn Carter
A
AFoote 86364c1 ccslObserver
asked in Assets
Anyone else having issues with updating issues from category to models?

We have a category called “Chromebooks” and when I go in and update an issue to categories, I select from the dropdown Update category and overwrite models to match category. It seems to have updated one of the models within the Chromebook category but not the other models. Any suggestions

344
Kathryn Carter
B
BLoveday 957e8da lenaweeisd
posted in Tickets
User centric journey for ticket creation

We are asking the user to start “troubleshooting” in the current model with the UI offering top level technology areas branching down further into problem areas within each top-level domain.  I believe this is looking at the ticket creation path from the view of the system and not from the perspective of the ticket creator.The ticket creation should be from the perspective of the ticket submitter.  For instance, a faculty member who is currently teaching a course with the classroom display that stops working will not go through the trouble of selecting the area of the problem in a decision model to eventually arrive at a subsection that describes the issue.The alternative would be to have options for faculty experiencing the issue by first selecting who they are.  Faculty have different technology requirements than Staff.  Staff have different technology requirements than Students.  Students have different technology need than Parents.  You get the idea.So instead of looking at it from

245
Kathryn Carter
C
CHess 274d2c ccpsObserver
asked in Assets
Duplicate Assetrs

We have duplicate assets that have been imported with the same serial number, but the asset tag number is different. How can we stop this from happening? Besides the obvious of letting 30 other techs know not to do this, I would like a solution that states this is a duplicate asset and to not create. See photo for example. 

614
Kathryn Carter
A
ANapoliello 9973cc1 roxbury
asked in Tickets
Batch update ticket room numbers

I’m looking for a way to update the room numbers of several tickets at once without having to go in one by one (they are all resolved). Any Suggestions?

351
Kathryn Carter
B
BGlover 300f99a penntraffordObserver
asked in Assets
Viewing number of tickets submitted for each User/Asset

Our administration office has reached out to us and asked if we would be able to pull some information for them that lets us see who our most frequent flyers are.I am looking for a way to filter the asset list by number of tickets that have been submitted for that asset. In doing so we can determine which of our students have brought their chromebooks to us the most.Is there an elegant way to do this? I took a look through the columns available in the view builder and the filters and did not see anything.

594
A
Participant
J
jmerwinObserver
asked in Apps
bulk clear fees

Anyone know of a way to bulk clear fees? It can probably be done with the API, but I am not well versed using the API

294
Kathryn Carter
K
KAlbrecht 8706de4 southcountryObserver
asked in Other
Deny specific dates in a multidate request

How can I deny only certain dates within a multi-date request?

202
Kathryn Carter
E
EJordison 907f9c6 rockcastleObserver
asked in Tickets
Hide Cost Summary Field in Tickets

Today I noticed a new field in all tickets - cost summary.This is not applicable for our organization’s use, so I want to hide it.The only location I have found where the option might be present is under “Custom Fields.”The issue here is that it seems to be locked and unable to be removed.I have full admin rights, so I’m not sure why I cannot remove this.Since we don’t use cost tracking, I worry that this is just visual noise that makes the product more difficult to use for our purposes.Is there any way to hide this field?

15411
K
PMurray 328b4 pps
PMurray 328b4 ppsObserver
asked in Other
iiQ API access to list tickets and events

I’m working on using the API to access events in order to sync certain ones to a series of Google Calendars. I have been able to generate a call that will grab the information I need from a single event. Unfortunately, I have to know the event ID in order to do that.Does anyone know what params I need to list all event IDs?The events module API seems to be undocumented, so it’s been difficult to discover what I need. (And, for a bonus ask… anyone know how to list tickets as well.)Thanks for your help!Paul

1995
PMurray 328b4 pps
A
Aviator08Observer
asked in Assets
Share Views to Non-Agents

I would like to see a way to be able to share custom views with users who are not agents. For example I I have a list of all the student devices on my campus with their assigned students.  I would like to be able to share that list to the campus secretary without having them set as an agent in Incident IQ. Currently I am not sure how to do this. I have played with the permission settings but I havent found a solution yet. Any Ideas? TIA

1899
Hannah Bailey

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Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

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