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When tickets are submitted and we need to exchange a device to retire some times the option does not show up . I have checked the groups permission for the people that submit the ticket and the box is checked . Is there another place i should be looking ?

Figured a new topic made more sense than burying this in my existing discussion.We have Chromebooks with our students, and they keep their devices as they transition from elementary school to middle school & middle to high.Am I correct in thinking the following setup will work?At some point over summer, our SIS will send the new location info to iiQ (Pretty sure this is on us to “flip the switch”, if you will. I write out a rule to run at least once after this data comes over to assign the device’s location to the student’s location & push the changes to Google Admin I also double-check my Google Device mapping to make sure the OUs are mapped correctly.I thought the “Asset & Owner Location Mismatch” filter might be also be helpful, but nothing changed when I tested using it. Maybe I don’t understand how it’s supposed to work?

Is anyone else not able to load tickets this morning? 

Hi,I’ve been trying to create a ticketing rule based on certain keywords. Essentially, if an email comes in containing the “Parent Square” keyword, I wanted the ticket issue to be set to “ParentSquare > Other / Issue Not listed > Report an issue”. The screenshot below shows this category exists in our environment.  However, when I go to the rule and search for Parent Square issues, nothing shows up. Also, just to test, I tried searching for specific Parent Square issues, such as “Email not received”. This time it did find the issue:But for some reason the rule does not categorize this issue under “ParentSquare”, instead it puts it under “Classroom Management > Messaging issues”  Anyways, am I doing this wrong? what am i missing?Also, as a side note, the search function for issues is very, very slow!Thank you in advance.    

We like to run a report monthly for our Technology Support team showing how many tickets they created for the month. The report I run compared to when they pull up My Tickets from their dashboard is vastly different. Does anyone else do this? 

Anyone else seeing issues with the platform this morning? Forms are not loading, jobs not running, pages loading slow…I don’t see anything on the status page yet so I submitted a ticket.

Anyone see any forms having gone missing? All our forms are missing from designer.

Why is all my labor being logged as overtime in the Labor Cost and Labor Logged?  What feeds this graphic?

Is there a way to create shortcuts without starting a ticket? I would like to go create shortcuts for all the google classroom links we have on repeat tickets without opening a ticket.

Hi,We are still allowing users to send tech support request emails into IIQ. When a new email comes in, for the most part (we do have a few automations based on keywords) it is up to the agent to place the tickets in the right category. However, they often forget and the ticket gets closed out with being filed in the right category. Is it possible to enforce categories before a ticket can be closed? Thank you!

What happened to the activity tracker on my tickets that I am working on? I used to see how long it has been in my que.

Did I miss changes coming to ticket view?Used to see updated on standard ticket viewNow not there 

I am wondering what this option does if you say yes?

Is it possible to have a custom dashboard for different teams/Users?  Can i create it and roll it out to a specific team/User?

How can I limit ticket views to only the person who submitted the ticket and followers. Sometime there is sensitive information in a ticket and any user can keyword search and look at all tickets, even if they didn’t submit the ticket.

Good morning,if I’m sending a plain-text email to IIQ intending it to be a ticket, can I use any kind of markup like HTML or Markdown to dress it up, or will it always come through as plain?Or if I send it as an HTML mail, with that markup come through, or do all email-to-tickets come through plain?Thanks!

Hi,I’m wondering if there is clarification on what the “Is Retired?” field in the Asset Status Details is doing on the system end of things. If “Is Retired?” = Yes, does the system do anything with that information on the back end?  

Is Incident IQ down?  I am experiencing longer than normal load times if the page loads at all. 

I have created a stale ticket rule applying it to in-progress tickets.  I assumed that it would be applied to all tickets under the in-progress status.  However, I ran across a post that stated that it would be applied to any New tickets that had the corresponding status.  Would it be a feature request to have newly created rules applied to the work status of all in-progress tickets?

I created a custom field to determine if the user is insured or has already used a claim. However in order to view it I have to select “Edit User.” Is there a way to remove feilds like “job title” or “supervisor” so that the custom feild will be visible?   

I am looking for a report (or view) that can show me what tickets used specific action.  We have a specific action for when our Chromebooks are sent to Dell for warranty repair.  It also updates the status.  When we get them back the actions are updated (returned to student, etc) and the status changes to resolved. I’m looking for a report or view that can show me which tickets were sent to Dell, either by the action or by the status.  Is that possible?

We recently ran into a situation where a user sent in an event request ticket for two different rooms at two different locations. I’m looking for help on handling the approval chain when that happens. Currently our Events approval chain is structured to first send an Event ticket to the building admin based on the location selected as shown below: Once the building admin approves the ticket, it moves to other departments based on custom fields, for example, IT, like shown below: At the bottom of the rule list, once all necessary departments are notified, we have a rule that resolves the ticket so that the event can be approved:The problem is if an event is submitted with 2 locations, the first rule routes the approval to the first location listed, but the team for the 2nd location never gets a chance to approve since the first rule fires on ticket creation only. This results in one of the locations not being aware that a space has been requested, and allows a team from a different loca

Good morning, I am trying to export a file for assets that we have in district for auditors however I am running into an issue where it will only export 500 devices out of around 2400. Is there a way around this where I can get all the devices in one export?

Is there a way to embed a google form into a ticket? I have tried placing the embed code into a info custom field as you do HTML, but it will not work. I don’t want to upload a form to iiQ and attach it. We use google forms to collect and store information on who requests specific things.

Is there a script example or have anyone successfully used the api to trigger a ticket creation from a ticket template?I have a ticket template that only requires the ticket creator to type in a student’s ID and the template takes care of the rest. Here is where the student ID would go.