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1914 Topics
T
TSell 327b176 capitalObserver
asked in Tickets
How can subtickets be automatically assigned a "Requested on behalf of..." attribute?

Hello all! I am a Systems Administrator for a K12 district and need some help troubleshooting a process. I will lay out the issue below:We need a process that looks like this”Student breaks their assigned device and brings it to our Librarian (this person is an IIQ Agent) Librarian creates a tech request ticket that is requested on behalf of the student to get the Chromebook repaired (example: broken screen needing replacement) The moment he/she creates that ticket on behalf of that student for that asset, a subticket should be generated from a template called “Repair Loaners” This subticket should be tied to its parent and share its “requested by” and “requested on behalf of” attributes WITH the parent ticket. That is to say, both the original repair ticket AND the loaner ticket should have the Librarian as the requestor and the student as the person that the ticket is being requested on behalf of The Librarian is the AGENT on the subticket as well as the requestor, while within the p

851
Kathryn Carter
R
rbretthObserver
asked in Users
Create a Ticket using a a "User Rule" and Ticket Template

We are struggling with trying to find a way to create a ticket, using a ticket template, based on a user rule.  We can get all actions to work except “Create Ticket”The use case is if we have a user go to “No Access” that still has a device assigned we would like to create a ticket.We would also like to use this to trigger a ticket when we update a user to indicate they are leaving the district and we need to collect assigned devices. The user rules have the option to create a ticket but we have not been able to get it to work.

63518
Kathryn Carter
BrandonGHAPS
Contributor
BrandonGHAPSContributor
asked in Assets
Turn Off Inactive Models

Is there a way to turn off Inactive models in the drop down when creating an asset? For example, when I type “ipad” I don’t want to see everything inactive that has the word ipad in it, rather only the models that are active. 

995
Kathryn Carter
B
Participant
bbeaudetteParticipant
asked in Integrations
How does IIQ manage Google devices in the root OU?

I sync devices into IIQ with the Google Devices app. I have devices in the root OU in Google. The root OU is sometimes referenced by a “/” and sometimes by the domain name (rfschools.com, in my case).Location Mapping:If I wanted to map an IIQ Location to the root OU, how would I write that? / or domain? If I map to the root OU and I have devices not otherwise named in an existing location mapping, do they get inherited by the root OU mapping or would they get the Default Location setting?I’d test this buy I’d need to run full syncs and can only run 2 a day (it throws errors I assume are for too many API calls. I’m not sure).As far as filtering, the root OU is referenced as a “/” and it inherits everything. If I use it in a filter against assets, it does nothing (all assets are shown with/without it). That means nothing for location mapping, but I just wanted to call out the behavior, as I could at least test it.

735
Kathryn Carter
E
Contributor
ekangContributor
posted in Tickets
"criteria" for spare pool

How do you set a ticket to meet the “criteria” for an established spare pool , as mentioned in the guide titled “working with spare pool assets on tickets?”  We want “issue a spare” feature to be available for tickets with issues like missing devices or daily loaner and cannot figure out how to meet the criteria for spare asset to show up!Thank you in advance!  

1823
Reesa Azar
E
ERookObserver
asked in Tickets
Icon meaning.

Just out of curiosity. What is the difference between these tickets? 

724
E
Kathryn Carter
Kathryn CarterCommunity Manager
published in iiQ Facilities
Facilities Tips and Tricks - Tracking Parts in Rooms

Suppose you want to track and report on which rooms are using what parts; I would suggest using a ticket view with the room and parts columns. The filter you will be using is “Parts Used Date,” and you can add the columns with the information you need. One use case would be to see the rooms that are consuming parts more than they should. For example, 6th Grade boys' bathroom using more toilet paper than other bathrooms) One example is a monthly report of the number of parts and the cost of parts by room. First, select the filter Parts Used Date; you can show weekly, monthly, or semesterly data. The columns include the requestor, room number, and total parts used. Additionally, you can add additional filters like location or part type.

1170
Kathryn Carter
J
JMendoza 257638c sageoakObserver
asked in Assets
How to create a user view that shows an assigned asset categories

I’d like to know if there is a way in IIQ to create a view that I assume would be a user view. We need to know which students do not have a Chromebook assigned. This is crucial for us because we need to be able to assign Chromebooks to these students. Having a custom user or asset view setup that dynamically changes as new students with no assigned Chromebooks would greatly help us. I mention Chromebooks because we do have some students who do have Macs or PCs assigned to them, but we are trying to make sure that all of our incoming and current students have Chromebooks going forward. We are actually not a classroom-based school, so students do not report to a campus. This means that we need to know who needs a device sent out.

1153
Kathryn Carter
J
JacksonJTObserver
asked in Tickets
Assign multiple agents to a subtask

Is it possible to assign multiple users to a subtask? We’re attempting to create a mid year enrollment change check list that sends out to all parties involved.  Some tasks can be completed by multiple users/agents.  The goal is to not create duplicate subtasks for each user.  Thank you

693
Kathryn Carter
C
Contributor
CLee 1176405 shakopeeContributor
asked in Tickets
Dashboard component not visible to all agents?

Was just walking some of our agents through dashboard options and they do not have the Tickets by Agent or Tickets by Team. Are these limited to iiQ Administrators only or should all agents have them?

221
Kathryn Carter
M
Contributor
MaryReedContributor
asked in Assets
DOE Reports

I need an inventory report for the DOE, CTAE and Title 1 that includes the info below. When I try using the filters I get zero results. What am I doiing wrong? Does anyone else run reports like this?asset type owner asset status model serial number asset tag location all purchaseing info: Funding, PO #, Purchase date, price, vendor, warranty

751
Kathryn Carter
T
TJuarez 703c3e5 palermok8Observer
asked in Other
Job alerts

Is there a way for the administrators to receive an email every time a sync/Audit run?  We don't regularly check the jobs tab, and it would be more convenient to receive an email nightly. 

401
Kathryn Carter
A
Participant
akorkishkoParticipant
asked in Tickets
Approved - Partial

My agents are asking me what does Status: Approved - Partial mean exactly?I looked at the history on the ticket and it shows the ticket was sent for Approval and got Approved by a principal and then got assigned to an agent again. I don’t see Partial approvals in the ticket status. This is the email my agent received:  

563
Kathryn Carter
DKelly 430e93d tonacsd
DKelly 430e93d tonacsdObserver
asked in Other
Decommission Locations

Hi, My Team is opening a new building this year and retiring two others. I was wondering how to handle removing the old locations properly when it comes to assets and users.I have figured out how to set all users to migrate with our SSO to the new location along with any of their assets updated through a google or microsoft sync. I also have the new buildings room data filled out, but is there any other actions that need to be taken when it comes to opening and closing a new building Thankyou

15010
Kathryn Carter
L
lwoodsObserver
asked in Tickets
Search function when creating tickets

Am I missing the search function on the initial ticket creation page?  Our users are getting lazy and just choose issue not listed rather than find the issue that applies to their request.  Having a search function at the beginning of the ticket creation for the 5 main categories would be very helpful.  Anyone have ideas if this isn’t an option?

652
Kathryn Carter
S
sseifert2
asked in Users
How do I remove Facility Agents from my list of Tech Agents

Hopefully a simple fix due to an oversight on our end.  When I assign tickets I see all the agents, Facility and Tech.I should only be seeing the Techs as the ticket was submitted for tech and not facilities.  How can I accomplish this? 

731
Kathryn Carter
RStafford
RStaffordObserver
posted in Other
Keyboard shortcuts

When was this taken away, and when did I miss the memo? I certainly miss the shortcuts, but the post referring to them is closed for commenting - so here we are.   

2538
Kathryn Carter
T
Contributor
tdayeContributor
asked in Tickets
Attachments show up as "Screen Recordings"

We are constantly sending out UPS labels to our families and staff as an attachment to a comment so as to facilitate the return of equipment.  I have many people tell me they cannot find the attachment.  Eventually, they do find it and many have told me its labeled as “Screen Recording”.  The UPS label is attached as a PDF file.  Is there a way to make the attachment more obvious to the recipient?

10912
MichaelK12
D
Participant
Daniel PParticipant
asked in Tickets
Is there any way to get my custom "IIQ support tickets" view to work again?

Hi!I have a really nice custom view named “IIQ support tickets", which includes a number of useful columns such as “Issue description”, “Submitted on”, “Last Update”, etc. These columns give me a lot of versatility when it comes to sorting/organizing/managing my tickets. However, it seems since IIQ introduced “View My Support Tickets” my custom view stopped working. Is this a glitch are we now being forced to use “View My Support Tickets”?  What I don’t like about “View My Support Tickets” is that it takes more clicks to get there, and it doesn’t seem to allow customizations, which makes tickets harder to find, unless I’m missing something?Thanks in advance for any insight.PS: sorry for the typo in the title, i don’t seem to be able to correct it 😬   

1158
Kathryn Carter
J
jeremyjamesonObserver
asked in Tickets
Remote Support Ticketing - Guest Users with Students at Multiple Locations

We are utilizing Remote Support Ticketing and parents are submitting tickets(as guest) who have students at more than one location.  I.E. - Student 1 attends High School, Student 2 attends middle school.  If I enter a ticket with my guest email for student 1 and select high school and later enter a ticket for student 2, my location defaults to student 1’s location despite the fact that I chose a different location on the initial screen.  This in combination with the security password is creating a very unpleasant experience for our parent population.  How can we resolve the location defaulting to a parent’s previous choice.  (This also occurs when a student moves up in grade level to a new school, Parent’s email is attached to old location and default(and routes) to that location). 

893
Kathryn Carter
C
Contributor
CLee 1176405 shakopeeContributor
asked in Assets
MiFis and multiple users

We issue MiFis out to student upon request from our buildings.  In old system we would assign all students in a family to the device for visibility.In iiQ only able to assign on user to one device, correct?Any creative ideas to maintain this family deployment concept?

333
Kathryn Carter
GWade
Contributor
GWadeContributor
asked in Other
IIQ down?

Getting extreme slow response from the site and tickets are not loading, 1123am EST.   Anyone else? 

1683
Kathryn Carter
G
GBertollini 7398db fultoncsdObserver
asked in Tickets
Filter containing multiple agents' tickets.

How can I create a filter containing tickets that are "Assigned to me" and “Unassigned”?I want the filter to only show me the tickets that are mine or need someone assigned to them.The filter allows me to select multiple selections in most things, but not who the ticket is assigned to.

252
Kathryn Carter
TCummings 9174959 juhsd
Contributor
TCummings 9174959 juhsdContributor
asked in Tickets
modify or customize email notification subject line or email rule variables on ticket creation

Is it possible to modify ticket notification subject line to include more detail? We have a ticker that uses the subject line to display and would like to have an email sent on ticket creation with ticket number, subject, location etc.   I tried creating a rule but did not see a way to create variables or expressions in the email rule. For instance are old system web help desk had this: <ticket_id> = Ticket number <request_type> = Request Type <status_type> = Status Type <priority_type> = Priority Type <client> = Client's full name <client_short> = Client's first initial and last name <client_phone> = Client's primary phone <client_email> = Client's primary e-mail <assigned_to> = Party responsible for Ticket (Tech, Tech Group, or manager) <assigned_to_short> = Short form of <assigned_to> (uses initials for first names) <tech> = Tech's full name <tech_short> = Tech's first initial and last name <tech_phone&

4964
Hannah Bailey
vannattar
vannattarObserver
asked in Apps
Mobile App Timeout

Is there a way to turn off the timeout on the mobile app so it doesn’t log you out all of the time? Our maintenance department is not liking being logged out so frequently.

321
Kathryn Carter

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Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

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