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We use subtickets that has the parent ticket in Facilities and then a subticket gets generated when a certain question in the parent ticket is answered accordingly. The subticket then gets switched to the Ticketing side via rules. We are having issues with the room not being transferred to the subticket from the parent ticket.

Hello, is there a way to have agents reassign tickets to other agents or admins. Oftentimes, we have tickets that come in, in which the agents do not have admin rights or access to solve the issue, so they would have to notify one of the Admins in our central office building.  Sometimes we also have staff members that change school locations without notifying us, so their location might be for the wrong school / wrong agent.  I currently have rules set up where a ticket gets assigned to an agent based on the requestors school location. We also have per diem intern technicians who go around to all the schools and assist our main techs, they would need to be able to create tickets for the locations they are at. But once they open the ticket for a school, it locks the ticket and assigns it per my rules

Is there a way to get a report of the survey results from the resolved tickets?

We have an agent who helps with some of our tickets, that never gets assigned the ticket directly.I am wanting to filter the tickets we have to see what tickets they have previously worked on.Essentially the flow is:Ticket gets assigned to Agent 1Device gets handed to Agent 2 that performs some part of the work (replaces a keyboard for example) and adds comments to the ticket on the work done. The ticket remained assigned to Agent 1 During this process. Agent 2 is not a follower of the ticket (and can not be) Agent 1 completes the rest of the work needed and closes the ticket upon completion.The desire is to be able to filter on IIQ tickets and be able to see what tickets “Agent 2” performed some work on. I’ve been checking the filters, and unless I’m missing something (which is HIGHLY possible), I do not see a way to filter for this.

When attempting a bulk import of over 400 assets, system states that 367 of my entries in the Serial number field are skipped due to “Not a valid GUID”The file is a CSV with various serial number formats, but all fields have an entry.

I want to filter assets based on a custom date field. The specific date option allows me to use “before” as an operator but then I have to pick a specific date. I want it to be “before today”. This option doesn’t seem possible in the “moving date ranges” either. !--a=1-->

is there a way for a media specialist to scan loaners in and out of IIQ if I give them agent account permissions, or what permissions would they need to have to scan assets in and out?

Is there a way to limit access to certain tickets to a team?I have assigned the ticket to a team but other agents can still view it. We want to limit access to tickets that might have sensitive data.Thanks

When our Google SSO sync ran this morning, it moved all of our Google users to No Access. We haven’t made any changes to our iiQ system or Google Admin settings that would have prompted this issue. Did anyone else see anything like this?!--a=1-->

If I create a single Asset I can choose to “Generate New Asset Tag” and it will create a random number, which I prefer.  But if I bulk import new assets I can only get it to choose the serial number as the Asset Tag.Is there a way to have it Random generate a Asset Tag that is not the Serial Number during a bulk import?I have searched and can not find anything on this

We often get tickets that are misclassified because sometimes Staff/Faculty do not know the details of a system / issues.The fact is that the ticket input for system/issue is very limiting and does not allow search until some choices are made.  Even then, the search does not seem to be recursive… thereby limiting the options presented.Is this a common situation for others?  Would you like to see better system/issue type choice AND recursive search?We’re trying to make the most of rules and analytics… but this is all dependent on proper “original” choice of system/issue.

In the iiQ community, when you go to the Topics page for your account, when looking at the votes counter, it’s black on dark blue. It’s VERY hard to read. Please switch it to white text so it’s a quick and easy number to see. I’m sure we all stare at screens enough. Please help us to not strain our eyes further! 😁 

Is there a way to create a list of subtasks and subtasks groups without having to go into a ticket itself? I would think it should be as easy as creating issues.

Apologies if this has been asked and answered already but in the Open Tickets view, what's the difference between "All Open Tickets" and "Available to Work?"Are there ever any instances where an open ticket is not available to work?Is it possible to remove one of these tabs if they’re redundant in how we have things configured?

Hello,  Im looking to create an automated report for our department admins that would show the daily tickets resolved by the agent as well as the tickets that are still in submitted status 

In Ticketing Analytics Explorer, where do date filters like “This School Year” or “This Semester” get set.  When I click on “This School Year” the dates are incorrect.Thanks

We have a vendor who uses their own ticketing system (Zendesk) that automatically creates a ticket on their end when one of their devices is down. When that occurs, they send an emails to us letting us know that there is an issue we need to troubleshoot. We want to be able to use that email to generate a ticket, but whenever they try using our tickets email address, it won’t do it. I don’t know if it is because it is from Zendesk and saying it’s from the vendor. I do know that if I forward the email from Zendesk to our tickets email address, it creates the ticket, so the rule is valid. How do I get iiQ to allow the Zendesk email to generate a ticket?!--a=1-->

What does this lock do? I noticed it this morning, and it doesn’t seem to do anything? new icon? 

My rules don’t appear to be running against a portion of my tickets. I did find out that for a week or so another administrator had disabled my rules. Once i noticed, i reactivated them, but since then, they have not rerun on any tickets from that time. They are working on current tickets, so the rules still work. I can bulk close these stale tickets, but i would prefer to run the final rule to send out the associated email once last time to the user. Can I manually run a rule against a bult of tickets?  

Hello,I have a custom asset field that is viewable without any issues on the full IIQ website, but when viewing it on the mobile app the field is displayed for the asset but the data for the custom field is blank.The users that are looking at the assets and reported it to me are agents and have the necessary permissions to view the field and its data as they have no issues when logged in on their PCs.To provide details on the field: It is a RichText and contains a clickable link to an external web address for the assets warranty information. The field is updated via bulk upload and is set to https://pcsupport.lenovo.com/us/en/products/[SERIALNUM]/warranty with the actual serial number in place of the [SERIALNUM]. Below is a screenshot of the field’s properties:  Is there an issue with RichText fields on the mobile app, or am I missing something else?

I’m curious if anyone has a workflow for auditing tickets within IIQ. I’d like to be able to audit resolved tickets for things like:correct issue selected correct resolution selected user attached to ticket asset (if applicable) attached to ticket was inventory properly updatedTo generate an unbiased sample to audit from, I wanted to set up a rule to randomly select resolved tickets from the week prior. Unfortunately, creating a rule like that isn’t possible yet. I would love to hear what other districts are doing to ensure tickets are accurate and complete. 

I am very curious on if there is a way to create more tabs in this open tickets view. I am looking to create a tab for Subtask any help and direction is appreciated 

Does anybody else have a staging site?Are you able to see any users in it?I cannot.I need to test some Role/Team changes, but I cannot test them cause there are no Users.  

Hello,I’m running into an issue with the Microsoft SCCM Devices app that we have integrated with IIQ. I have enabled the mapping options to create, update, and delete assets in IIQ based on SCCM data. For import options, I have selected:Update asset owner Unassign owner if primary user is blank Remove owner if the primary user can’t be matchedProblemIt seems like IIQ is not correctly correlating asset ownership with the Primary User(s) field in SCCM.For example, when I search for devices assigned to myself in IIQ, it returns over 50 assets. However, after checking SCCM:I am correctly listed as the primary user for only my desktop and laptop. Many of the other assets already have a correct primary user assigned, but this information is being ignored. Some assets don’t have a primary user listed, but I appear as a user who has logged into them within the last 90 days (which makes sense since I’m a Windows technician and log into many devices).Additional Configuration DetailsI have weekly

Every time I try to check out a chromebook to a patron it makes me scan the chromebook twice.