Ask the Community

I received a sticker at an IIQ Lunch and Learn yesterday, and we love this logo so much that we’d like to use it in other places. Would it be possible to get a digital/PNG version of this? I was able to make one using my phone but it doesn’t look as good as the real version would. 

Has anyone else experienced the "Select Asset" option on tickets not showing assets assigned to a user or located in a room anymore? Has this ever been a feature? I feel like I’ve used this in the past, and it disappeared within the past few months or so.  

Is anyone else having issues with Changing the status of tickets by Bulk? 

Hello,  I’m trying to figure out if there is a maximum file size for attachments for a knowledge base article.  Does anyone know the max?   My goal is to use the knowledge base to story digital copies of things like as-built records, O&M manuals, etc.  Some of these files are quite large (500mb).

I just went to push a Jamf sync and noticed last night’s sync did not run.The error iiQ is reporting is:  [ GET ** instance name** -- (79.0145 ms) ] {"error":{"code":401,"message":"Version not supported","extra_message":"Illegal version (0)"}}I read through the knowledge base article for setup, and everything looks correct. I copied/pasted the API key just in case one of us had edited that, but no change.

I thought I recall this being mentioned in training but am struggling to fine it.  Can I assign shortcuts to specific users or groups instead of district wide. 

We currently use a Spare Pool to manage a set of “loaner” Chromebooks that students can check out if they forget theirs at home. Last year, when we checked out a loaner Chromebook we would simply scan the barcode into the “Check-in/Check-out” tool and it would show the date in the “Spare Pool: Issue Date” column. Since this school year started I do not have that functionality any more. It checks the device out to the student but does not enter anything in the date field. Has anyone else noticed this change and was this intentional?  

Seems silly to need to filter search results, but the search feature is basically unusable in it’s current state. I type in part of a name and I get every single user, student, staff, parent, etc that has that name or contains part of that name. And then even worse, there is no order to the results. It isn’t alphabetical, it isn’t sorted any manner that makes sense. 

Kind of torn on this…Our district’s dev team has historically used Azure DevOps to pull in their tickets from iiQ and work them via ADO - and they are also closing them that way too.It was brought to my attention that the API suddenly will not allow them to close tickets without resolution actions. This is where I’m torn: The Site Option for us to require resolution actions has always been enabled, intentionally. They were really the only group not using them because they worked via API, and we just rolled with it.Part of me wants to assume that this recent change is intended, because it should have been in line with our Site Option setting, but then part of me possibly believes it is related to this issue:So I was questioned today - “why weren’t we notified of this change?”My answer was a little bit of a theory on both… It may have been a bug all along, and you were never supposed to be able to do that, orIt may be a bug now, but really you should be using resolution actions anyway -

We changed a name in our Active Directory users list to reflect a name change and see the changes on the Local AD/Cloud AD Azure/Intune but the username in IIQ is the original name before the change. We would prefer not to have to delete the user and remake to keep the ticket history.  Tested sync in the IIQ apps and things appear to be working on that side.  This issue is preventing the user from logging in using the Azure SSO link. 

Somebody accidentally deleted a user, is there a way to re-enable her account with all previous tickets, asset assignments, etc.? I can’t find her through Users Explorer, but if I search an asset that I know is assigned to her I can click her name from there and see her profile with all past info. It says “This user has been deleted!”. Any way to un-delete?*(Since we sync with Google, a new account was automatically created under her name, but it is completely blank - she is not able to see any menu or create tickets)

I have stored some information in iiQ Assets that is used quite often. Would it be possible to use some sort of API to query information using a field and getting back just a few fields? I’d like to maybe do this in C#.NET or really any programming language is fine… Mainly just to speed up how quickly I can get just an item or two, instead of going through the rather robust search offered in iiQ Assets. If this is not possible, please let me know - if it is possible, let me know even more :)

Hello All:I work for a charter school using the homeschooling model.  In short there are no brick & mortar schools.  So we ship LOTS of laptops to kids, Chromebooks, Windows and Macbook Airs.  Often, a family may get 2 or more of the same device for siblings.  What inevitably happens is that wrong sibling logs into the wrong laptop.  Do ya see where I am going with this?  I would like to use Automated Verification to send an email to our team for the following condition:Within a timeframe, say 2 weeks, the wrong kid logs into the device and the right never does.  If w/in that timeframe, the proper kid logs in, no notification.If w/in that timeframe no one at all logs in, no notification.  Is this doable?  Is this doable for apple devices (Macbook Airs and iPads)?  We use Jamf School and Jamf Pro as our apple MDM.  Intune for Windows devices.  And, of course, G-Admin for Chromebooks.Thanks very much for taking the time to read this.  Have a great day! 

We have 3 new IIQ agents in the last 3 months and for the life of me I can not figure out how to get them into the IIQ certification. When they go to the Academy and Dashboard they do not see the certification at the top. They have done all 3 of the agent learning paths, tickets, users and assets but they are still not seeing the option to get agent certified.  What are we missing?

Recently our facilities users lost the ability to switch products on the App. Now when they login they cant see any tickets cause they are on the wrong Product. When I login, I do see the option available. I believe they lost access with the recent permissions changes but cant find the source of the issue. 

Is there a way to bulk un assign devices from users? 

When I am trying to assign an agent to a ticket, I am seeing ALL users in the system including students and staff. How do I only show Agents?? This changed over the summer and is quite annoying.

I scan my assets into a list and I click the bulk options and verify the entire list all at one time, but it is marking all the assets as “Failed” even though I am selecting “Verified/Correct.” Is anyone else having this problem? It just started happening in the last few weeks. 

HelloI’m noticing that when our student’s names are changed in AD/Azure, the Azure sync in iiQ doesn’t update the names, it thinks the account (id number) is a new user so it tries to make a new iiQ user account but it can’t because there is one already existing (with original name).But if we change the iiQ account’s name to the new name and run the Azure sync, iiQ then sees it and updates the rest of the account’s information (location, etc...)Is this how it’s supposed to be or should I submit a support ticket?

We recently went through the upgrade process for the Enhanced permissions model. During that conversion, the “GLOBAL - AGENT ROLE PERMISSIONS” appear to have been changed. Our policy that was converted contains only the “Submit Tickets” permission in the “Tickets” category. Not sure what happened during the conversion, but I am pretty sure we are missing several settings from the default.I would like to reset this policy to have the same settings that were default. Does anyone have a screenshot or list of the Default settings for the Global policy?There was a KB posting from @Hannah Bailey with screenshots of the Default Global Policies. I am pretty sure those are not correct for the Agent role. I would think “Work Tickets” would definitely be set for the default “Agent” role. Thanks,-Chris

Hello, Is there a way to not have users be auto-assigned a location? We have multiple buildings and I’m finding people putting in work orders for buildings they are not in because they’re auto-assigned to a building. Ideally, that would be the first step in entering a work order, choose your location. 

so I’m trying to run an audit at one of our campuses and normally we can bulk scan using the rapid scan feature and verify the assets and update them that way. but now even though I select verify the system fails the item 

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!

When we search against PO numbers that we know exist in Assets, we get no asset results. We can get around this by creating a view IF we know the location and PO number. Anyone else seen similar results?

Anyone know the attachment file size limit on tickets? I need to keep some videos of the issue to for auditing purposes. Also is there a list of formats that can’t be uploaded? Thanks