Ask the Community

I’m not sure if I’m missing something… is this really the only way to Follow a ticket?  This is so tedious. Why not add a “Follow Ticket” action for Agents right here?  

Issue categories can be better differentiated with unique icons (e.g. a “wi-fi” icon for issues about internet, a “mouse” icon for issues about peripherals, etc.). This makes it much easier for users to find what they’re looking for!I started by creating custom issue categories for various models in Administrator > Issues. After creating the issue category, I noticed that if I hover my cursor over the name of the custom category, a “pencil” icon appears allowing you to not only edit the name, but select an icon for it as well!  In the above example, I created a custom category called “* Internet” and assigned a “wifi” icon to it. However, I ran into an issue — the selected icon never appeared anywhere. I had hoped it might appear on the boring, nondescript folder icons on the ticket wizard, but no luck. In fact, I didn’t see this icon appear anywhere. Not even in this list of issues.What am I doing wrong? Thanks.

An agent went to use Ticket Template and it wasn’t present started digging and can not find setting in our site options.

When students need their device repaired, the technicians add the part to the ticket so it removes it from our inventory, however, it shows the cost of the part to the student. We don’t want the students/parents to see the cost, but we want them to see the part was added to the ticket. Is there a way to keep the part visible, but cost hidden? We’ve been entering all costs as $0.00 but this affects our analytic charts. Thank you.

Currently you have to remove followers one-by-one. It’s tedious, especially when you have 85 followers. There should be a way to remove followers in bulk by selecting them through clicking on them or having a checkbox and then a button to “remove selected”, or something like that.TIP: If you do run into this issue, start removing followers starting with the very last one a the bottom, it goes faster than starting from the top and having to wait for it to refresh the list.

Is anyone else having issue adding image to added models. I added a number of models for our environment and want to start adding images to them.  I noticed two things It is allowing me to add the image but when I hit the Save button. It does not do anything. It is allowing me to add the image but the Save button is disabled. There is no issue when I am adding the image while adding the model. Thanks in advance

Hello, curious if there is a way other districts handle this.I have an audit setup for our checked out 1:1 student Chromebooks that looks for most recent user matching owner. The trouble being, when a student changes their name they get get a new email address to match the new name and their old email becomes an alias in Google (it still is all under the same profile in Google technically). This means IIQ now has a new email for them in their profile.The issue I am seeing is the audit fails because it still sees them using their old email as most recent user (which IIQ does not tie into the existing profile that now has a new email).Outside of having students remove old profiles from a ChromeBook and sign in under their new primary email are there any other solutions?

I am excited to see we can now mark events as Private or Public which is great. Without the ability to do this via the Rules Engine or setting them to default to private, we cannot use this feature that we really wanted and were excited for.

We are starting our migration from Windows 10 to Windows 11 on devices.   We have created Views of the laptops eligible for the upgrade for a building and want to also filter by the OS version.  Currently we import Windows devices with SCCM integration (Windows 10) and will be integrating with Intune when they are upgraded to Windows 11.   the SCCM app pulls in the “OperatingSystem: Microsoft Windows 10 Education" but I can’t seem to map it to a custom field or use that as an attribute to filter views by.   I’m workking with IIQ ssupport to see what is possible.  Does anyone else filter Windows devices by Operating system? 

Good afternoon,  How do I make and print a list containing the organization, calendar date/time, and location. I would like the list to be within a date frame and have it sorted by earliest date first and location. 

so right now you can add parts used to a ticket and this will take the part out of inventory.  was wondering if this is the best way to do this if lets say your repair needs multiple parts and is not currently being worked on and you may need to order other parts.  So I need a bottom cover, system board and battery for a Chromebook.  I have the bottom cover and system board but need the battery.  I would like to have my inventory reflect that i have the bottom cover and system board assigned to this ticket but waiting for the battery.  If I add them as parts used it does this but technically if I haven’t replaced those parts yet is there any other way to “assign them” to the ticket so my inventory reflects that I don’t have that number available.  so if I have 10 system boards but 1 is assigned to a ticket I truly only have 9 available.  hope I explained that correctly.

What is the best way to know what assets were not returned at certain point? For example, right now, I’d like to know what assets that were checked out last school year to a student, were not returned as of today.Also, if I look at the Timeline of a specific asset, I can see when that asset was assigned to a user, but I have not found a way to include that information as a Column or in an Export. Is that possible?

I need to produce a report or create a dashboard showing the number of students per class and the number of assets per room, for all my elementrary school classes.  The Chromebooks in our elementary schools are cart based, and I need to make sure that we have enough devices in each classroom cart for testing.  If I look up a teacher and click on the class, I see the number of students and number of assets assigned to the room listed on the tab.  Is there a way to create a dashboard, report, or view that shows me a list of teachers, the number of students and the number of assets in their room? 

How do I add pictures to an open ticket?

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?

I have a teacher who is wanting me to give her list of devices in her testing carts and the only indicator of these specific devices is in the annotation notes.  Is there a way to search for devices using this?   

Im setting up a ticket workflow for application approval requests. The intended process is for the ticket to go to my supervisor for approval, and then route back to the technician for final processing and closing.The issue is that even after approval, the workflow status remains 'Send for Approval,' which prevents the technician from closing the ticket. Could you advise on how to fix this status update error?

Is there a way to merge duplicate tickets that users have submitted?

Hello.  Due to the lack of feature availability in the mobile view/app of IIQ compared to the full desktop view, we often find ourselves trying to use desktop view in the Chrome browser on Android.  However, ticket lists do not display text:  Tapping on a row does open the ticket details page, but it's completely trial and error to find the desired ticket.  Does anyone have a solution for making desktop view functional on a mobile device?  The in-field user experience has been challenging at best for us.  Thank you! 

IIQ app in iPad does not rotate to landscape mode. Can this be changed?

If you’re a Staff role user and have “View ticket lists and details” permission enabled, you see all the system actions, SLA stuff, rules being fired, etc. If you take that permission away it fixes it but then you can’t see other tickets at your location, only what you submit. Is this a bug or how do I hide this? 

When I edit custom fields in the Events section, I see a number of fields with a lock icon on them (fields like “Name Your Event”, “Event Description” and “How many attendees do you expect?”) .  Is there any way for me to edit these fields (i.e. make one of the fields required)?

Staff can add followers during ticket creation but not after. They see the tab and can list the users but when selecting them, it says they don’t have permission. How do you grant this? I don’t see a permission for it anywhere. There is a “work ticket” permission that enables it but then they have too much permission. Their role is Agent and we might drop them to Staff later, besides the point, but either way it doesn’t seem to be possible to explicitly allow it unless I’m missing something.

I have a group of laptops of different models that we use as electronic hall pass kiosks.  I thought I’d create an asset group but the models are not the same.  They only share location and their purpose as kiosks.  How can I group them so I can view them all?  Thank you.

How do I move model categories to a new category? I can move some but not all. I assume the ones I can move are the models I created for mapping.