Ask the Community

My agents would like to have a field added to the display above to show if the chromebook is active or disabled so agents don’t need to get that information from the asset details page. 

I had one of our agents point out to me if a hidden comment is used in a ticket, and that ticket is printed, the hidden comment shows up. I tried printing both the webpage (where I would expect it to show) and generating the PDF (where I would not expect it to show).  Am I missing something? 

This may be a dumb question, but is there a relationship between linked assests?In our old system there was a parent/child relationship between assets. So if I wanted to link an asset I had to go to the child component and select the parent asset it belonged to.However, asset linking in iiQ appears to be just that… a link. It seems as though, in iiQ, it wouldn’t matter if, for example, you were viewing the switch module and clicked on Link Asset and then chose switch chasis or if you were looking at the switch chasis and clicked on Link Asset and then chose the module. Am I understanding this correctly?

The search view has changed does anyone know how to change it back?

Hello,I am trying to fire multiple ticket templates on a schedule, is this possible?​​​​​​​For example: At our school, in the 100 wing, I want 6 projector “PM’s” to fire on July 5th on a yearly rotation. Is this possible instead of building each ticket template out individually?  Best,Chris

I incorrectly set up a filter for my assets and would like to eliminate that view from the left side of my screen.  I also need to rename a view that I set up correctly, but did not give it a title.Thanks. 

So we have students that have a tendancy to take their Chromebook with them when the leave the district. We usually disable their accounts, but the Chromebook is still active. I’ve poked around in the rules and I can’t quite find what I am looking for.What I’d like to see is a way for iIQ to look at the student’s role. In this case, no access. Then I’d like to see it run a rule that looks for any Chromebooks that are assigned to them and then disable them via a rule. I’ve seen a few that are close to what I need, but doesn’t do what I want it to do. 

For the end of year process in my district we are making lists of students, their devices, and weather or not they have open tickets (to prevent duplicate tickets from being submitted durring collection). When I go to export the views I made for each grade it will not export any ticket information. Is there a way to get it to at least export the ticket number?

Is there a way to create quick tickets as an Admin, and have everyone else be able to use them.Currently right now, my quick tickets are just for myself. It would be helpful to be able to make a set of quick tickets that others can utilize, and everyone be on the same page. 

Hello,Is there a custom field type for a simple yes or no type of question? I love the look of the standard question “is this ticket urgent” I think the simple bubble option of yes and no look very minimal and sleek can we use that option on other custom fields?  

Maybe I’m overlooking it - but is there really not a way to delete an attachment from a ticket? I would think as an admin I could do this. I know we can remove them from comments, but a user uploaded the wrong attachment to their ticket when they submitted it, and it contains sensitive/PII material that needs to be removed.

I’ve found a behavior with iiQ ticketing + assets that I did not expect today and it’s causing some issues. The setup:Our district uses “role” based conditions to limit visibility of certain custom fields.For example, when an agent starts a new a hardware ticket, they can mark if the device has physical damage. This is not a custom field that we want visible to the end user / asset owner, so we limit it to only being visible to agents and iiQ administrators.The “roles” condition in Custom Fields allows you to set the visibility of custom fields. What works:As expected, if an agent starts a new ticket via their Dashboard or left-hand nav, they see the custom fields specific to their role: What doesn’t:But if an agent starts a new ticket via the Asset Details page, the custom fields are no longer visible: Why this is happening:I figured out that there is difference in the ticket submission behavior, depending on where the new ticket is generated from:If an agent starts a new ticket from 

I’m not sure if I missed this somewhere, but when batch checking in/out, it seems like the only “location change” you can do is the storage location. We have multiple sites, and when a site sends devices off for repair, our process is to change the actual location, not the storage location of those devices. We change the location to the repair center/warehouse.We’ve attempted to use the batch check in feature for this, since we would like to check those devices in to the repair center/warehouse to show where they physically are for inventory tracking purposes. This is also important because those devices may not end up going back to the same site they came from, depending on inventory needs. Is there a way to change the actual location, rather than simply changing the storage location?We really need to be able to change locations, since if the devices are sent off, they are no longer physically at Site A, but if we create a view and filter by location, those devices would still show as

How can I tell if we have Enhanced Global Search for our District.   Seams like nothing has changed and would really benifit having the ablity to search more specific information.   Can you tell me when to expect it in our district. Maize USD 266

I like to create asset groups so I can have a quick look on how many devices I have and where they are. I just did another group and I know I have 88 devices, but only 2 shows up. I don’t know how to fix this so I can see all 88 devices? thanks, cheryl 

Where do these ticket totals generate from and can they be hyperlinked so you can drill down to see the actual tickets?Thank you in advance.   

Hello,We prefer to use pre-printed asset tag labels, rather than printing tags from IIQ as needed.   Unfortunately our previous source of these labels is no longer an option, and we’re in need of a large quantity of labels for a Chromebook refresh.Do any other districts purchase rolls of pre-printed labels with a tag number and barcode that would be willing to share their source?   We’re looking for alternative options that would work well for scanning new assets into IIQ.Thank you!

Trying to find a way to quickly and easily create a ticket by having faculty/students scan their IDs BEFORE talking talking to on-site tech support. It seems on the surface that scanning with an. iPad and mobile app with Quick Tickets might be the best approach.Ideally, I would like make it super simple to create/open a ticket with a default information to ensure a record of the interaction is created, then the tech could go back later and update/close as time permits.Thoughts on how best to automate this to make it as simple and foolproof as possible?

Is there a way to have the rules re-evaluate the ticket if the location or issue is changed by the agent?Example one.  User submits ticket but the location is wrong so no agent is assigned or the wrong agent is assigned. Agent changes the location  but the rules don’t repapply so the agent has to assign the ticket to the other agent manually.Example two. Use submitted ticket for new software to be evaluated.  Ticket assigned to Software Eval team.  What they actually wanted is a website unblocked.  Software team changes the issue but the rules don’t run again.  Ticket has to be manually assigned.Possible?

I used to use the quick filter and be able to search tickets by status, open and closed. Can we please get that added back to the search bar?

I am setting up student technicians and have assigned them all to the user role ‘faculty’ (a workaround that has enabled me to modify their permissions with more granularity). I believe it’s because of this change that these users can no longer customize their dashboard view. When the click their username and select ‘options’, ‘Dashboard’ is no longer one of the available tabs. I only see ‘Settings’ and ‘Notifications’.Is there a setting or permission where I can reenable the ‘Dashboard’ tab for them?

I’m having trouble with the Google Chrome Remote Assistance app. I have the app installed, our Google devices are in. I have created a ticket to test this functionality and I am not getting the button into the right side panel under the “Submitted By:” portion as it is supposed to. When I go to manage the app to see if it has any extra settings, there is only an “Overview” tab, there are no other settings. I have attempted uninstalling the app and reinstalling as well.Any other troubleshooting steps or suggetions? I have looked at the 2 main KB articles already about installing and using it, but I do not see any troubleshooting steps for this issue.Thank you!

Would like to have to ability to reorganize Subtickets/Subtasks after creating Subtickets/Subtasks. Currently I have to delete all the subtask and recreate in the desired order.

Is there a way to run a rule if a text field such as the Google Apps annotated location field is blank? I didn’t see anything but maybe I am missing something?

I would like to be able to ask/remind the agent if a part was added to a ticket.  This way, when working a ticket an agent has the opportunity to be reminded to add a part.