Ask the Community

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.

I use a custom EOL (End of Life) field to track our replacement cycle. I have realized that I need to use a generic date such as 6/30/2024 so users do not put in tickets to have a device replaced the date is is listed as expiring (we used the purchase date + the number of lifecycle months to calculate the EOL). As devices break and are replaced and put back into service, I need to document the original owner of a device class so I can slate them for a replacement device. A report would be nice, any other ideas?

Hello all. I am having an issue with the rule section. I've implemented a rule to automatically direct tickets related to a particular model category and specific location to the assigned agent. Unfortunately, it seems like it not doing that. Instead of routing these tickets to the designated agent, they're being sent to another agent assigned to the same location. There's an additional rule in place where tickets originating from the same specific location are directed to an agent. Not sure if this is causing the confusion.

The built-in asset tag format works fine for physically larger devices (monitors, laptops, printers, etc.). However, I have come up against a number of devices where having the asset tag really improves our life, but the device itself is small.For example: the remotes that go with our hybrid classroom cameras. The asset tag lets us easily see which remote is paired with which camera. (And re-pairing them is a pain in the tuchus.) But… the standard size asset tag is just too big for the remote. Last spring I had an arts-and-crafts afternoon, having printed out 75% scale labels and then cutting them down.I have a handful of AV equipment that similarly lacks a large enough surface for a standard tag.Anyone have a good trick for printing _readable_, smaller asset tags? An approach for adding a second asset tag format to IIQ to print as an alternate in this situation?

I have a rule to create a ticket on email but I am wanting to automatically close the ticket on creation. Is there a way in the rules to make this happen?

I am working on migrating iPads from Jamf to Intune. Not what most would recommend but this will do the job and save us some $$$. I have device sync working fine and IIQ is pulling all the owner/user fields just fine. The issue is that this is not updating the IIQ Owner field despite having selected “Automatically update owner in iiQ based on Registered Owner's Email Address in Microsoft Intune” and ensuring this data is pulled and the email is the same as my IIQ email.Can anyone please provide some insight on what seems like should be a simple task?

Is there a way to export this to a .csv file?

As we have been working through importing our assets, when we get to choosing the model category, we are noticing that categories are showing up even though they are not available. We are not using a bunch of the categories and they are not turned on for either ticketing or facilities, yet it is still showing up as an option on the imports. Has anyone found a way to hide these so end users cannot choose them? An example is the Appliances from the IIQ catalog, there is a red x for both ticketing and facilities, yet when they do an import, they show as an option when doing a mapping.  This is causing things to be put in the wrong category.  

I clicked “view course” underneath “get admin certified” and on the next page I click “start course” (no other options exist) and it brings me straight to the quiz. The course does not show up anywhere. I was thinking maybe it’s found somewhere else, but if that’s the case why would there be a link to click that says “start course” if it wasn’t suppose to actually start the course? It doesn’t say “start quiz”.I decided to take the test without studying so I can get a more detailed idea of what I actually need to go over. It’s a busy day, lots going on and first question submitted by mistake. I thought to myself ok, no problem, I’ll just start over real quick, but this not possible. Is there really no ability to simply start over? Had a couple more I realized were wrong after submitting, but that’s my fault as we were warned. Ended up with a 74%, reviewed the questions I got wrong and went to take the test again, but it just brings me back to the same page with no option to st

I am trying to set up IIQ to write to Google Admin the Asset, User, and Location field.  I went into Google Devices app and in general settings I see the mapping options.  This is what I set everything to, but it doesn’t seem to be filling the asset information to google admin.  I ran a full sync after setting it up, but I still haven’t seen any changes.  Did I set this up correct?  Do I just need to be a little more patient for google admin to update?

Is there a way to automatically resend the email to the admin for Approval?My initial thought was after 7 days, after 3 days, than daily, but I do not see anything that would trigger after the initial email.

Hello all, I need to assign iiQ Locations to our Chromebooks based on our Google Admin OUs for the devices in the Google Devices app under the Location Mappings tab. I’m having a bit of a problem: Is there a way to select a parent OU and have all of the child OUs under it automatically adopt the location of the parent? Do I need to enter the domain as the root of the path or is a / enough at the start of the OU? Do I need to adopt any special formatting for the path entry in Google Devices when the OU in Google Admin has a space in the name? Is the formatting literally <root>/Parent OU/Child OU/Child OU/Child OU/ ? We have a fairly standard OU tree.I would love to just be able to enter .../Chrome Devices/AD/ for all devices in child OUs for our District Office. /Chrome Devices/BE/ for all devices in child OUs for Berney Elementary.

I have 15 Chromebook that I have been working on to replace screens.  We have “resolved the tickets” by saying that we are waiting for parts but now that parts are here, and installed I'd like to go to the old ticket and say that they are installed instead of going to each individual ticket and do it that way are start a new ticket.  Any suggestions on this?   

Good afternoon,  We would like to review all of our categories/issues to make things more streamlined. Is there a way to export or run a report of all the categories and issues we could print out or make into an excel spreadsheet? Thanks!