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I would like my team to verify Assets in the field using the phone app, when they physically touch them. This helps to ensure we know with certainty that on such and such date the device was where it was expected.I do not want to force verifications through a ticket because too often, someone has opened a ticket for someone else and the system is not asking to verify the right hardware anyway. Also it would rely on the end user finding the serial number and such.I set up verification policies which seemed great but now each hardware related ticket will not close unless the device in question is “verified”. Is it possible to do what I am hoping to do? Thank you for your help on this otherwise great product!

I don’t want the weekends to be included in our SLA calculations. Is it possible to exclude them?

We are hoping to create a rule that triggers every X number of times happening. Students are disciplined based on the number of times they have forgotten their Chromebook or have broken so many parts. We are hoping to create a rule that is triggered after we close a ticket a 3rd time, or 5th time, not every single time.

I am just making sure what I believe will happen, will happen. We would like to change the Global Agent Permission to have less permissions.  Therefore, if we make the changes to that Global permission, any user that has the Role of Agent will then get the reduced permissions? Then we can build another permission for “adding” additional permissions to various users? I appreciate the confirmation.

Does anybody know the location in the API docs to check in a device/asset via API?

I may be missing something; can someone point me in the right direction?  Help me figure this out.I can view closed tickets, specifically Resolved tickets, for a specific period of time… what I can’t figure out is how to view those resolved tickets and which specific agent resolved the ticket?  I want to know how many tickets were resolved by a specific agent.  It doesn’t matter who the requestor was or who the ticket was assigned to, I want to know which agent actually resolved the ticket… hope this makes sense.Please help me figure this out.. I hope i’m just missing something easy. 

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?