Ask the Community

I am attempting to publish a KB article instructing users to dial *97 to access their voicemail.  Putting asterisks in the body of the article are causing formatting issues.  Is there an easy solution to have the article show a “*” instead of affecting formatting?

Is there a way to search the comments for a string?

So our ticketing system is just spinning and we are not able to submit a support ticket. There is no information on the iiq site for a support email or a phone number. Does anyone know where to find this information?  Thank you. 

Is the ticketing system down for anyone else? I can’t access existing tickets or create new tickets. I can access events and assets. I can’t even submit a ticket to IIQ.

Ticket listings and opening tickets from links is showing “Loading items...” and never completes. Can’t submit a ticket to IIQ support either. 

In our environment, we have Librarians initiate tickets and manage inventory of spares etc.We’re looking to create a ticket workflow that does the following:Ticket gets created for student chromebook repair Librarian issues a loaner from the spare pool Ticket gets kicked off to a Tech to repair Chromebook Ticket gets kicked back off to Librarian to return the spare pool device that was issued.Anyone have an idea if this is possible or should we change things up?

I have a handful of devices that are not mapped because their model could not be mapped.  I have many different machines in this list.  I’m assuming they’re under Asset Model [Not Set], however, I don’t want all of these devices to map to a single iiQ model.  Any thoughts on this?

Can the Custom Field “IP Address” pull the IP Address from the machine the user is on?  We use NAT so our local IP Addresses are like 10.42.0.1.  I worked with this field yesterday and saw that it was pulling our outside network address. Thanx

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!