Ask the Community

Hi,I would like to know if our district’s iiQ login page can be customized to post a help desk phone number or a link to our “How To Log In” document to guide our parent users in the district in using this system. Thank you.   

Hi! I have two coworkers that, I believe, have the same general level of admin access but different options within a ticket. Employee 1 has an option to “Return to Dashboard” or “Print” in the bottom right corner of their view of a ticket (pictured below), which allows them to save a sort of receipt, or log, of what was included in the ticket. The other, Employee 2, does not have the option but would like it. Does anyone know what needs to be toggled to give Employee 2 the same ability? Employee 1’s option 

We are currently in the process of building out iiQ and have run into a snag with spare pool. Currently we give out 2 types of loaners; daily (for students who forgot their chromebook) and extended (for damages/repairs). The system we are using now allows our staff to quickly assign daily loaners by scanning the student barcode and the asset barcode and with email the student daily to remind them to return the device if they have not done so. We are running into an issue setting it up this way in iiQ without having to create tickets for these daily loaners.  Does anyone have any insight into how we can make this a quick process for staff to assign loaners and have rules set to auto email students?

Is there a way to configure the dashboard unassigned queue so that each technician only sees the locations that they are responsible for?

Good morning! What’s the best way to setup IIQ for the following idea?  My tech will submit a ticket for a broken screen and perform the repair.  After he is done, I want to get notified that I will now need to generate an invoice for the student and their family.  I feel like I’m over thinking it, but wanted to see what others have set up. Thanks!

Hello, I would like to push the information regarding new models directly into incidentIQ from our Purchase Order lines, and thereby skip the step of requiring my office manager to do the process manually of inputting the new Model information. Does the API support creating new models like it does creating new Assets?

We are exploring the Google Calendar integration with iiQ Events and were wondering if there’s a way to only allow certain event types to export to the Google Calendar? We would like to use it as a public facing calendar so we don’t want internal events like conference room meetings and IEPs to appear on it. Also is there a way to link to multiple Google Calendars so we can separate our events based on building? a full district calendar can get crowded.

Is it possible to have a location’s room numbers as possible storage locations? We don’t have a warehouse or designated storage locations except for some closets, shelves, and cabinets. I’d like to be able to select a specific room for the storage location rather than typing in a blank field. 

Not having a timeline for users the way assets do is a pain, as the revisions lists every sync with SIS and you have to scroll forever to find things like a device assignment. Is there a way to filter the results? 

I have a few Powershell scripts that are generating data that is useful for some teams. I’d like to add files, mainly csv, to tickets during ticket creation using the New Ticket API. I’ve got ticket creating sorted with no issues but I’m having trouble finding good info on creating the file through the File API, and then adding it to a new ticket. Has anyone found something that worked?

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

Afternoon!I am looking into creating a rule that only fires when the Subticket has been resolved, in which the Parent Ticket goes back into “In Progress” status.  Right now, the rule on creation places a Tag on the parent ticket called “Waiting for Department Escalation” and changes the status to “Waiting for Department Escalation.”  When the department closes the subticket, I’d like the Parent ticket to go back into “In Progress” automatically.   I’ve tried comments, resolution actions, and everything in between to create a rule on update.The problem is that the closing of the Subticket is slow, and the Parent ticket updates too quickly so it doesn’t catch the next Rule.  Also, ignore the Issue Types: TEST TICKET That’s my sandbox so it doesn’t happen anywhere else except with test tickets. Help!

Is there a way to reference a purchase order in a ticket that is NOT related to parts.  For example, if someone submitted a helpdesk ticket to purchase a desktop computer, could I link that ticket to a purchase order in some way? 

I am wanting to know if anyone knows how to create a filter to view users that have had multiple tickets.  The issue is, we want to see students who have had multiple devices checked out to them or tickets to keep track of students who are mistreating chromebooks.  We create a ticket for repair when a chromebook goes out, it would be nice to see what students have had multiple asset changes/tickets.

I’m trying to set up and manually fill in some custom fields for our software assets. Every time I go to edit an asset the form sets the ‘owner’ field as required, forcing me to select an owner, make my changes and save the asset, then go unsassign the owner from the asset view’s list. Is it possible to make the owner field not required in the first place? 

How can we track untagged assets?We have some low cost items, tools and accessories, that don’t warrant tagging, but we would still like to track that they were issued to someone.Example: Our techs are issued various tools needed for their job: screwdriver, bits, crimpers, etc.. These individual pieces are impossible to track precisely, but we still want to make sure, 1. that the techs have the items they need, and 2. that they return, or report as lost, something that at least resembles what was issued.We have thought about Parts, but that doesn’t look like it will work because, 1. parts attach to Tickets, not Users or Assets, and 2. we would need to manually add the parts back into inventory upon return, which is extra Permission delegation.

I’m am starting to think I’ve been using this feature incorrectly and would appreciate some input.   When a ticket is created, say a chromebook has a broken screen, my typical process is to open the ticket, and click the “Exchange” button to the right near the affected asset.   A window pops up,  I scan the barcode of the new chromebook and update the status of the broken one to “broken”.   Thus completing the exchange for the student.   The ticket updates with the exchange as the performed action and I can resolve/close the ticket.    The issue that I am now realizing is that the ticket for the broken screen is not attached/linked to the chromebook that is actually broken.  Its attached to the history of the new device - which is obviously not broken.    Being able to view the ticket history of any device is a huge advantage.   It seems as though any report I run for the end of the year will be wrong and this entire year’s worth of device tickets are

Sort of a silly question. Is there a way to unmark a ticket as urgent?

Hello All, I am hoping to get some help with a ticket approval process.  Currently i am using the enhanced approval workflow to generate an email to the end user to see the changes they requested on a website.  But the user has to copy and paste in the site and is causing some issues.  Does anyone know of a different solution?if not can you all help me out and get my Idea some upvotes? thanksErik 

Is there a way to see what issue is assigned to a ticket after customizing the subject?I know that the subject defaults to the current issue, but we try to customize our subjects for tickets relating to projects, shipments, etc (mainly our more vague issues). Is there a way/place to show the current issue besides the subject line? I know you can hit that pencil icon and look for the old subject in the timeline, but I was hoping for something a bit more user friendly for our agents!This has mainly come up in the context of agents confirming the issue of the ticket they’ve been assigned. “How do they know if the issue is correct if they can’t see it anywhere?”

We have set up a rule in Events that will put an event request into a separate approvals process if the organization has been marked as Restricted or Pending Approval. This would happen, for example, if an organization’s insurance had expired since the initial sign up, and then they attempted to put in another event request with expired insurance. As part of our rule, we have created a specific email notification that goes out to the Organization Approvals Team who is notified that they need to review the submitted insurance and/or request new insurance.However, it seems that even though we have the rule set to stop processing rules, the next step approval team (a building based team) is also being notified via email. The email looks like a default message from the IIQ system titled an “Event Request Summary.” Attached is a screenshot of the email. Is there any way to turn this notification off? We do not want our building base approvals team

I am trying to recreate the metrics on the analytics dashboard, specifically the “Response Time Average for all ticket statuses”I have created a custom ticket view - but when I export the data and calculate the average it does NOT match the average response time when I am on the same custom view, and click analytics.Has anyone else had this issue?  What does specifically the “all ticket statuses” mean? Thanks!Jenn

Looking to build a rule that deprovisions a chromebook and moves locations if status changed to Retired (or a custom status). Or deprovisions a chromebook is moved to a specific location and status updates to Retired. Possible?

I’ve created a rule based on the following filtersIt should fire when the Asset Status filed is changed. Does the Statuses filter apply to what the Status equaled prior to the change or after the change?

This is new this morning, when importing assets (using a CSV), there is now a “Define an import schedule” step.1000000% this requires a “RUN NOW” option, or let us pick the exact minute!Importing assets already takes a long time with so many steps and wait time as it processes its steps.EDIT: I selected a time before my current time and it looks like the import is going.OR is this a bug with the new Scheduled Import SFTP option that dropped yesterday?I’m in the Manual Import and still get that “Define an import schedule” step