Ask the Community

We are having an issue where our faculty and staff can view quick tickets that are assigned their roles, but when they click on the tickets they are not able to access them. I have gone through the permissions for those roles and did not notice anything obvious that was not toggled on. I have not known of any major settings changes that have caused this issue. Is there an action to cause Quick Tickets to go into “View Only?” IIQ admins are able to access quick tickets from their dashboards without issue. 

So we have 2 sets of 30 iPads.   They are in Shared iPad mode, and are not owned by anyone.   I have some various asset views that are looking for devices without an owner, because I would ultimately like for *most* things to either have an owner assigned, or to be somehow configured as a fixed “room asset” How would you configure these things so that they don’t show up in some of those Asset Views that I have.  As an FYI, we have JAMF School, and have done the integration into iIQ as well.   Thanks in advance. 

What is the delimiter for “OU fragment(s) to filter:”. I want to exclude a number of  OU from the initial sync.

Hello iiQ Community, We at Riverdale Country School are interested in connecting with districts which have adopted iiQ Events into their event workflows. We are struggling to migrate our system of Google forms and Google Calendars into iiQ and are hoping we could see your workflow and be inspired with new ideas on how we could migrate from Google into iiQ. I am open to connecting within this discussion or via conference call. Thanks in advance.

With the release of the new IQ Academy Certs, I tried it out. I had to stop taking the test. The picture examples in the test are to difficult to read, in order to answer the questions. They are blurry and semi unreadable.

How can I pull an inventory report for assets by classroom?

When I export an Analytics view as a PDF, I get file sizes ranging from 30 to 130 megabytes. This seems outlandish. I submitted a ticket thinking this might be a bug, but it was closed - “the file size is as intended,” was the comment. Can someone please help me understand by there is an intent for a one-page PDF with simple vector graphics to be so large? I have multi-page PDFs with high-res photos and incredibly intricate diagramming from building schools that are smaller than some of my IIQ exports.

Hey all, I am curious how other districts handle this, and be warned I might be overthinking it. Currently we have a tech at each school building. They handle all tier 1 support at the site. This includes intake of devices for repair. Most techs spend some amount of time troubleshooting devices that come in and determine if they need further repair. If they do those devices/tickets are re-assigned to our repair team. When we do this though the report will no longer reflect the time the agent themselves spent on the ticket I assume (from what I can tell) unless we retain the assigned agent. If we did retain the agent the work the repair team did would then not be reported it seems.In the end I am curious what other districts do to manage repair ticket workflows in order to maintain accurate reporting/analytics (I know we can create sub-tickets but not sure if that would be overcomplicating it). 

How can I remove the blue “Help & Tips” vertical tab on the right-hand side of the screen?  I’m constantly fighting that thing as I try to scroll the window underlying it.  It’s completely useless since there is already a “Help” button at the top of the screen.

Is there a setting I can limit a number of device one person can have assigned to them? I don’t want this as a blanket setting but at an individual level?

Identifying duplicate assets.

Your newsletter mentions separate trainings for Technology and Facilities but the online registration page that it takes you to does not differentiate.  Help???Rod MaynardOregon Episcopal SchoolMaynardr@oes.edu 

I am still learning how to use IIQ, how to I fail a device that is showing “At Risk” once I complete my inventory. My devices are either discarded or missing. Thanks for the help.

We have created a new acceptable use policy with the Policy Manager extension. We are having trouble getting the banner to appear on faculty and staff’s IIQ dashboards. The banner is only appearing in the IIQ Admin dashboards. There are no dates listed in the Active period. There were at first, but then I removed the dates and it does not seem to have made a difference. Under Alert Methods I have Dashboard Widget and Popup Message at login selected. The location where the users are in should be listed correctly. I even added Faculty and Staff under the Roles section. Under Policy Permissions I have Faculty and Staff selected under the Can Approve on Behalf of Self tick boxes. Not sure what else to check.

After the improved permissions were implemented I noticed I lost the Models button under admin. I went into permissions and noticed my user account lost most of the permissions. I clicked select all and applied that. It did fix the missing Model button. I am posting this here as I know of a few others with the same issue. 

Last week we were adding new models in via the models tab under administration.  Today, when we logged in there is no longer a models tab under administration.  When I look at the policies, it shows we have rights, but it isn’t there.  Did the ability to add new models change or move?

When importing assets via csv, what data is the best thing to put into the owner field? Name? Email? Some ID number that’s IIQ specific?

How can I add multiple days to one ticket?For example I need to reserve the Cafeteria from 8-12-24 to 8-21-24.

Anyone else having issues with a parent ticket not showing the child ticket in the “timeline” when they are merged? For instance I have a ticket that had the same issue on another ticket and decided to “merge” them with resolving with “duplicate ticket” option. In the past I thought that it would give me a “timeline” comment saying that the ticket was a duplicate to reference later within the parent ticket?

I’m a visual leaner and I love watching videos. I don’t mind the how-to guides but I like to watch what I’m learning in action. I don’t want to read every one’s comments if I don’t know what I’m supposed to do! Are there full videos of how to for Importing Parts and Inventory? I want to watch a video first to see how I can apply it to my job. Is there a web page with only videos? I went on YouTube but the videos are only a minute or two minutes long. I started the academy program for new employee but I don’t like the short videos and then read then a video and so forth. I’ve been working in my position for a month now and I have a lot to learn for IIQ. Also, If you make a a section for new employees basics. All the information provided is good but overwhelming! 

Anyone know how not to have the IT tasks show on the employee onboarding email sent to the new hire. Those tasks are internal only.  

I get this wording on every ticket i write now. I never did before.” undefined submitted the ticket “why? and how to I stop it?

Suddenly, agents cannot check out a device in Checkin/checkout using a student’s ID.  Is anyone else having this problem?

not sure if this is already available and I don’t know about it or if it’s something that can be added.  I would like to see in my ticket view some sort of icon or wording that lets me know someone has added a comment.  Right now it says updated and a time but that can change based on many factors.  would be nice to see that a user has left a comment so I can then go to that ticket.  thank you

Good Morning,Our district is currently working on submitting tickets in bulk using created ticket templates. Our intention was to submit tickets for assets that have associated owners, in order to have the owner of the assets captured as the requestor field. Since Ticket Templates default to the Ticket Submitter for requestor, and the ‘Requested by’ and ‘Requested for’ actions require specific users to be filled in, we are looking for a way to map other fields to the Requested for / Requested By field.Are there any solutions that could accommodate this? Our intention is to be able to utilize fee tracking with these tickets, which requires the tickets be ‘on the behalf of’ the associated asset’s owner.Thank you in advance!