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1899 Topics
evanhees
evanheesObserver
posted in Apps
Check-in/check out performance

I have been noticing that there is a very long wait time when someone checks in a device. No matter the hardware of the computer doing the check-in it take quite a while to check in or out a device. I don't know if there is something on my end that would be causing this. Could it be if i have asset updates being pushed to google?

341
Kathryn Carter
E
EGuerrero 703e9c4 cfbisdObserver
asked in Users
Generated Statement for Staff, Faculty, Agent

Every spring, many of our campuses provide faculty/staff with a list of items checked out to complete an inventory. When creating a view to generate a statement to print to individually hand out, it says it is not able because there is no cost or fee. When I try to export into an excel sheet it only pulls certain data and does not allow to add asset as a field. Is anyone else having this issue?Any help is greatly appreciated.

732
Hannah Bailey
DKelly 430e93d tonacsd
DKelly 430e93d tonacsdObserver
asked in Users
Locked Users

It’s it possible to filter a user view by Locked users?

1519
DKelly 430e93d tonacsd
J
Contributor
JPisani 803812b lcalionsContributor
asked in Tickets
Is There a way to show the asset number in the subject line?

I was wondering if anyone knows of a way to have the asset number for tickets be part of the subject line? Say I’m creating a ticket for a chromebook, I’d like to have the asset tag for that device be part of the subject line “Dell 3100 Chromebook [Asset Tag Here] > Hardware Damage> Cracked Screen” Any suggestions? 

605
Kathryn Carter
C
CCornwall 8637ba3 ohsdObserver
asked in Tickets
Assign tickets based on location

I am wondering if there is a way to have tickets at certain locations assigned automatically to agents. In our district (as well as many others) specific agents handle the tickets for specific locations. Instead of me having to assign those tickets based on location to the same agents everyday I would love to have the ability to have those locations send the tickets to them automatically and have them pass off the ticket if it is not relevant to them.

2076
Kathryn Carter
E
Contributor
ekangContributor
asked in Assets
Student loaner management

I am looking for ways to more efficiently manage our student loaner devices, both for daily and long term loaners. Daily would be for students who forget to bring their devices to the school or forget to charge their devices. Long term would be when the devices are sent out for repair. We have three tech centers servicing nine buildings. We currently use a combinations of Google Form and IIQ to keep track of our loaners. My hope would be to process everything within IIQ.  

1992
Kathryn Carter
M
Mike1Observer
asked in Tickets
Sensitive Information Default Value not working?

I’m trying to change the value in the Site Options page for “Sensitive Information Default Value” but no matter what I choose, new tickets have the option checked “yes” and it won’t let me change it. I’ve tried turning the site option to on, off, and not set, but there is always a check next to “Yes” on the ticket creation page. Am I missing something? Site options Ticket creation 

28427
Hannah Bailey
bclark
Mentor
bclarkMentor
asked in Tickets
Ticket Creation Rule seems to be ignoring who the agent is?

Possible bug? Maybe (hopefully) operator error? I was trying to create a rule today to act on tickets submitted by 2 specific Agents. I was testing and created a rule under Ticket Creation where the only filter was Agent is bclark. I would then enable this rule and move it to the top of the "Tickets When Created" list.What I found was after creating a ticket the rule was not triggered. The log just says it doesn't match the filter. The only thing I can think is that when I create the ticket it's not recognizing me as the Agent. I tried a couple other routes. For example, was the source the app or mobile. This was ignored too (in this case the app WILL be the actual source). I also tried adding a custom field to my profile and that wasn't an option for filtering. Neither is who submitted the actual ticket.Interestingly, other ticket created rules I have are working fine, ie if it has this issue give it to that agent.Any ideas? Edit to add I also tried a “When ticket is updated rule” and

557
bclark
Mentor
C
CSmith 653280b crowleyisdObserver
asked in Users
Fee tracker for previous user

This should be a simple process, but at moment it is not. At our school, if a device is assessed a fee, it is assigned to the device and connected to the student that had the device. If that device is fixed and reissued to another person, there is not an easy way to pull the fee history in a CSV file as we need to send out fee emails to parents. So, for example… Device 123 was used by Johnny. Johnny broke the screen and was assessed $50 for the damage. Device 123 was fixed and reissued to Bob. When I look at the snapshot, I see that Bob has the device and does not have a fee. I need to pull up a bulk CSV that will show Johnny, his fee, the asset tag, model description, etc… that has the $50 fee. Is there a way to do this? Thank you!

1097
Kathryn Carter
D
Participant
Daniel PParticipant
asked in Other
Navigation Bar v2.0

Hi, I have been exploring navigation bar v2. It looks nice, but i’m failing to see any noticeable differences as far as features and usage.  Before v2 was released, I seem to recall the ability to group views was one popular feature requests, so I thought this would be a highlight in v2, but it doesn’t seem to be an option as far as I can tell?I wonder if users who have fully adopted v2 would recommend the switch, and what advantages they are seeing in v2 over v1. Thank you    

653
Kathryn Carter
bclark
Mentor
bclarkMentor
asked in Tickets
API Question about User Ticket Info

I have a script some of our agents run related to some stuff in Jamf (our mdm) that results in creating a ticket for the user, with their asset attached, and assigned to the agent who runs the script. This part works great. However, occasionally human error happens and the Agent has to run the script a second time resulting in a duplicate ticket.Is there an endpoint in the API that can tell me if a user has open tickets with their ticket ID? Or show me the tickets in a custom view that can get me the ticket ID?  I've found some info about views and tickets but not going so far as to let me inspect an individual ticket that way without already knowing the ticket ID ahead of time.I was thinking I could then either update the ticket that it was ran a second time (if possible) or at least alert the agent that a second ticket was NOT created because the first is still open and provide the number.As a novice shell script writer I am 100% open to the idea it's all right there and I'm just ove

852
Kathryn Carter
bclark
Mentor
bclarkMentor
asked in Other
Custom Views are not showing up for me on the dashboard in the mobile app

Custom Views are not showing up for me on the dashboard in the mobile app. They did at first when that feature was first added. Now if I add them that space they are in is just blank. If I put a custom view in, at that point and anywhere below it doesn't display.I thought I'd post here before emailing support in case someone had an idea of something I'm missing. I'm on an iPhone 14 Pro Max. I've deleted the iiQ app and reinstalled. Here are a couple screenshots. One showing how it’s set up in the Dashboard settings and one of my phone. 

1433
bclark
Mentor
bclark
Mentor
bclarkMentor
asked in Assets
First day of Storage Tracking

I feel like I'm spamming the place with questions right now 🤦‍♂️ We used storage tracking for the first time today. Overall it seems to work well but we did come up to an odd scenario.If the page refreshes, or if you open a partial box, it does NOT seem to recognize that the box has been partially used.For example, I have a box named WHS 1 with 10 slots that are full (see screen shot). If I go to batch check out and tell it I'm doing box WHS 1  it does NOT show that those 10 slots are already full.  It seems to us since I picked an existing box it should show those slots as unavailable? I poked around site options but didn’t see anything. Has anyone else had experience with this.

1504
Kathryn Carter
M
MLund 7030f35 sd308Observer
asked in Tickets
Rule application query

Hello,I Know I can run a rule simulation to see its application on a ticket.  I was wondering if there was a way to query tickets to see how many times the rule has run and those tickets it has been applied too?  Maybe it is there and I am just missing it. Thank you for any help! Mike

822
Kathryn Carter
E
EReeder 1475f98 weber
asked in Assets
Default View Columns

Is it possible to set default columns when creating new asset views? I often have to create views that have the same columns, and when I scan items in and use the bulk menu to put all selected assets in a new view, I have to manually go in and change the columns, like usual. Is there a faster way to do this?

801
Hannah Bailey
D
Contributor
dbreaultContributor
asked in Users
Possible to hide purchase info in My Assets for staff?

Our staff can view assets assigned to them in their My Assets page. When they click on one of the assets, they can see purchase info such as price, funding source, purchase date, PO number, etc.Is it possible to hide that data?

512
D
Contributor
therealt
therealtObserver
asked in Tickets
email to ticket auto location set

Can I setup a single email address to receive all helpdesk requests and then automatically set the location of the ticket based on the location of the sender?  Our IIQ instance is Google integrated.  IIQ should “know” the location of the sender.

803
Kathryn Carter
J
JTichavsky 433b89d creightonObserver
asked in Tickets
Dashboard sites showing all resolved tickets

The custom views for school sites (under tickets) show all applied settings which only show open tickets. If I select a school site through the dashboard, it shows all resolved tickets instead of just the current open tickets. It just recently changed and I’m not sure why. Is there a way to exclude all resolved tickets when selecting a school site from the dashboard? 

768
Kathryn Carter
zige
Participant
zigeParticipant
asked in Other
Rules Engine: Why can I not auto-assign subtasks (or subtickets) to tickets generated from email?

Like many schools, we’re using Incident IQ’s rules engine to enable the creation of tickets from requests sent via email.To do this, we’re using the “From email” trigger, as described here.That said, we’d like to expand upon this by also assigning subtasks to that ticket. This knowledge base article explains how to assign subtickets via rules; however, I’m not seeing the “create subtickets” option from the list of available actions when using the “From email” trigger:The “Create Subtickets/Subtasks” option is missing from the list of available actions when using the “From email” trigger in the Incident IQ rules engine. However, if I switch to a different trigger type, the option is available:Because anything else would make too much sense, right?Is there any other way to enable the creation of subtickets/subtasks on tickets created via email?For what it’s worth, I did try and get around this arbitrary limitation by recreating the email-to-ticket rule using another trigger category; how

1491
EStapf_iiQ
J
JTichavsky 433b89d creightonObserver
asked in Assets
Models source

Good afternoon! How do I change the Source for a model from Custom to Incident IQ Catalog?  Thanks! 

501
Hannah Bailey
A
alexankObserver
asked in Users
Can I add a model filter to User View?

We recently distributed new devices to students and I want to create a report the details who has not received one yet. My work around is a user view-asset view combo, but it would be much more efficient to have the model filter added to user view!

543
Hannah Bailey
E
EBelal 97727e7 eacsnjObserver
asked in Apps
Policy Manager

Hello,I created a policy for chromebooks and in the body we have text boxes for students to enter information. My question is how can I save the text that was inputted. When the policy is signed and I go back to check the student profile, I see when it was signed but I can’t see the information that was entered.   Thank you in advance! 

1131
Hannah Bailey
M
Participant
MattHenryParticipant
asked in Tickets
Easiest way to claim tickets based on asset

When we have a crate of devices that need repair delivered to Central Office, the tech would have to, one at a time, look up each device, click the active ticket on that device, and claim it.Is there a good way to allow them to simply scan the tags of the assets and then, in bulk, claim the tickets for those devices?I wanted to make sure this wasn’t a feature somehow before posting an idea.

424
Hannah Bailey
DAdmin 407d141 mtbluersd
DAdmin 407d141 mtbluersdObserver
asked in Users
Using location change as user rule trigger

I’m trying to set up a rule to create a ticket whenever a student changes locations in the district...i.e. they are moved from one school to another in our SIS and our Google sync changes their location in iiQ.I have set up a rule for Users, when Updated with the following criteria: ‘When field is update: Location’I tried a variation where I added to the filter ‘Location’ and included all locations. When the user location changes either manually, or by Google sync, the rule is evaluated but marked as false in the rule log. We have several other rules that are similar based on the user role changing between student and no access and staff and no access and the rules work great. Am I missing something?

1057
Kathryn Carter
M
mikegambleObserver
asked in Other
Call IIQ APIs From SQL Server Stored Procedures

Anyone in here Call IIQ APIs From SQL Server Stored Procedures?

1974
M
Participant

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