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1716 Topics

JRood 877c5a lvpioneersContributor

Low Inventory Alert Question

Can you make it so you don’t get low inventory notifications if you have enough parts at another building? Example: I have one building that has 2 keyboards and our minimum threshold is set to 5 but I have 20 more keyboards in stock at another location. I get a low inventory alert at one building because they are below the threshold.

TlapinskiObserver

Tell who added fee

Is there a way to see who added a fee or adjustment in Fee Tracker?

bellbradleyObserver

asked in Tickets

Splitting tickets between 2 people

I’m sure I’m just blind but I’m looking in the rules engine for a good way to split the tickets at 1 location between 2 techs. My idea would give a tech every other ticket. I was looking for more documentation for “Assign to most available team member” in the rules engine but can’t find anything. Would it just assign it to the tech with the lowest number of open tickets?

Jim.SchContributor

asked in Tickets

Filtering ticket stats?

Is there a way to put a filter on ticket stats? I like the quick view aspect of the stats but I would like the ability to filter out certain statuses. A good example of this would be the “In Repair (Vendor)” status.

Jim.SchContributor

posted in Tickets

Ticket statuses

Currently I have an excess of systems which have been sent back to our vendor for repair. As the “In Repair (Vendor)” status still shows up in any raw statistics (especially the Ticket Stats widget) it gives misleading information. What is the best practice for handling devices that have been sent to a vendor for warranty repair?

ryanlehmsObserver

asked in Tickets

Require a comment when changing status?

Is it possible to require a comment when a technician changes the status of a ticket? We have the option to put tickets “on hold” and it stops the SLA clock. I’m fine with that option being available to my technicians, but I want them to be forced to explain why they’re putting a ticket on hold.

Daniel FraileyObserver

IIQ User Custom Field no longer working

We have a ticket for our provisioning that we utilized the IIQ User Custom field, this worked flawlessly for a while. As of the other day, the staff role can no longer populate users in the IIQ User custom field within our provisioning tickets. Need assistance in figuring out how to reverse this. Thanks

jaxContributor

asked in Assets

Remove barcode number on labels

We are interested in printing a barcode label with the student’s name and ID barcode associated with the device they have checked out. In order to protect their ID number we would like to show the barcode, but hide the actual number that is associated with the barcode. I couldn’t find a way to hide it. Anyone know of a way?

BCHSJAndersonObserver

asked in Assets

Rapid Scan (website)

Am I the only one that can’t get rapid scan to work via the website? I’m using a barcode scanner and Google Chrome (beta). This just doesn’t work:

hmezzaContributor

Fee Tracker: How to Process Refunds

I can’t find a way to process a refund in Fee Tracker, nor can I find any resources about this. (For example, when a family is charged for losing an asset, but then they find the asset, how do we record this within Fee Tracker?)

JSzczepanski 50303f1 nnscObserver

asked in Assets

ECHANGING devices

Is there a way to leave a students name on a device when doing an exchange? Just need the easiest way of seeing whose device it was because once you do an exchange it removes the device from the student which is great but need to do some other processes after that and it would be helpful to still have their name attached.

pcho1234Observer

Allowing user view permissions does not allow user to view permissions

I want to allow select staff to view the owner of a device (search by asset tag or serial number) or to search a user’s name or ID to see which, if any, devices are assigned to them. I am able to allow them to view all assets, but when I try to search for a user or their ID, i am not given the option, nor am I given any results. See screen shot below:User PermissionsSearch optionsIs there a permission I am overlooking?

owenObserver

asked in Tickets

searching for all tickets with a certain action item

is there in anyway that i could pull out a record(s) from all the tickets a certain action item like for example “invoice issued” because i needed to know how many ticket(s) that have “invoice issued” and identify all of them

Jorge OObserver

asked in Assets

Unable to create a Monitor Asset

I am unable to create a ‘Device\Monitor’ asset. I get this error: “The model category cannot be a top level category, it must best nested beneath a top level category”. How can I create a child category within ‘Monitor’?Thanks!

davecartyParticipant

Bulk Updating User Policy Assignments - Bug or Limitation

We are in the process of assigning/changing user policies to a ton of Agents. However, we’ve run into an issue. Rather than type it all, I did the screen recording linked below. https://watch.screencastify.com/v/sWs9d8XIvfmhfLE7YwIX Is this a bug or intentional limitation?

mcarriganParticipant

asked in Assets

Report on all assets with associated tickets

Is it possible to create a view/report of all assets that are linked to tickets?

Nathaniel GidonObserver

posted in Integrations

Microsoft Teams w/ IIQ

We use Microsoft Teams here- Wondering if theres a way to create a ticket from teams. Often time people bypass Teams and just send us a message. I don’t feel like there is a way but curious if anyone has any ideas.

davecartyParticipant

asked in Tickets

Can I create a rule to give rights to a ticket?

Our district is expanding its use of IIQ quickly to encompass more than Technology Support Tickets. The new Forms app is accelerating the expansion even faster. This is leading to some security concerns. For example, if you need access to all tech support tickets you don’t necessary need access to the tickets containing form data our Grant department is using. So far I’ve controlled access 2 ways.Give an Agent rights to the tickets for a particular school When an Agent is assigned a ticket, then they receive rights to itI’m now trying to determine if a third way is possible using Rules. For example, if the Category is Devices and the Location is XYZ, give Agent Jim, rights to the ticket. So far, I’m thinking this is not currently possible, but I thought I’d get some second opinions.

erich.geigerContributor

Check In/Out User Rights

What user settings would allow a user to check items in and out of spare pools?

abennettObserver

asked in Tickets

Create a Rule to Assign Ticket Based on Time

Does anyone know if it’s possible to have a rule set so that if a ticket is created from 7am-1pm, assign to agent and then a different agent from 1pm-6pm? We have agents that support locations at various times of day and would be great to be able to set up something like this!

PSahu 133de35 parkwayObserver

asked in Tickets

Change in Status

If a ticket’s Status is set to “waiting on requestor” it changes to “in progress” only if the submitter responds to it. If any of the followers respond on the email, the ticket’s status is not impacted, and it remains “waiting on requestor”, which might be misleading in some scenarios. Status should change if any of the followers have commented. Is there a setting or a rule that can be created to implement this in IIQ?

davecartyParticipant

asked in Tickets

Rights to Make Shortcut Available District Wide

Is it possible to give an Agent the ability to make shortcuts available District Wide without making them an IIQ Administrator?

toddyellandObserver

Impersonate user

I would like the ability to impersonate / login as another user. This feature would help with troubleshooting issues. If your user roles are configured differently, your UI will look different from theirs and you'll need to impersonate the other user to be able to see what they see. It would also aid in proper setup, configuration and verify correct permissions. Thank you for your consideration.

Carina Burns RandolphContributor

asked in Integrations

Google Device Integration - assigning No Access owners?

Within the Google Devices integration app, we have the following params set:It looks to me that IIQ is assigning No Access users as device owners since it is able to match a username. I’m seeing users that have withdrawn as students being assigned devices...some where the last login date is the previous school year.If this is the default config, I suppose a rule is necessary to remove owners when the owner’s role is “No Access” ??

Shelby LangfordObserver

asked in Tickets

Adding Labor on Mobile Device

Our Facilities employees will begin using iPads for tickets and need to enter their labor. I can’t find where to make that change. We also have Rules set up to assign to an agent with multiple followers but am having some issues getting everything set accordingly for them all to add their time without being the agent of the ticket.

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