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2083 Topics
M
Participant
MattHenryParticipant
asked in Tickets
Filter by Manufacturer

I am hoping I’m overlooking something. Is there really no way to filter by the manufacturer. I created a custom field for tickets that I need to show up for any Lenovo device repair. I’m having to select all the Lenovo models we have which isn’t great because when we add new Lenovo devices to our environment we’ll need to come update these custom fields, rules, etc.

784
M
Participant
D
DRimpa 14076eb ojaiusdObserver
asked in Users
Create report to reconcile money collected this semester

I am making my deposit and I don’t have a report from IIQ to show how much money I’ve collected this semester (January to June) so I can balance my books for accountability. How can I create a custom date report to show this information? What if I am missing a receipt from a paid charge and I don’t know it? HELP!

392
Hannah Bailey
M
Participant
MattHenryParticipant
asked in Assets
Mobile Verification - Unassign

When verifying devices from the desktop site we can choose to unassign them which is handy as it makes sure we did actually turn in the device properly. However, when using the mobile app, it wants you to set the assigned person and doesn’t appear to let you unassign it.Am I doing something wrong? Can the mobile app verification process not ensure it is unassigned?If that is correct, would this be an idea request or a bug?

745
Hannah Bailey
G
GFranseth 400b11b butlertechObserver
asked in Users
View all Assets

I think I know the answer to this based on what I read and the planned changes, but I want to confirm my suspicions.I want to give a site supervisor the ability to see all of the assets at a location. I tried giving them a new role with Permission to view assets at that location, but they could only see there own assets.Is the only way to give them this view right now to give them the agent role?(I even tried duplicating the permissions from there, but did not get the results I wanted.)Thank you.

592
G
Instructor_Ivan_Quigley
Instructor_Ivan_QuigleyiiQ Know it All
asked in iiQ Facilities
Email to Ticketing and Facilities respectfully

Is it possible to have email to ticketing set up for facilities and then one for ticketing?

431
Hannah Bailey
C
CWilliams 73d796 ewrsdObserver
asked in Assets
Give Agents the right to add and modify computer models

We would like our computer techs to add computer models and other devices to out IIQ system. How would we add this option.

2341
Kathryn Carter
G
GFranseth 400b11b butlertechObserver
asked in Assets
Strange behavior on new custom field

I have added a new field to indicate that an asset should not be replaced when it reaches end of life. It is called “Do Not Replace” The field is identical other than name to a field which indicates whether an asset is assigned to a student or not. Both are yes/no fields. Both are assigned to assets in Ticketing.Both fields appear on the edit screen for assets correctly. Both fields can be filtered on. However, when I search for the Do Not Replace field either because I am using Set Info to change multiple assets because I want to add it as a column, it is not found. The Student Machine field appears in all cases.For the life of me I cannot figure out what I did with the Student Machine field that is different from the Do Not Replace field to cause the differing behavior. Any advice would be appreciated. Thank you.

365
Kathryn Carter
R
RWinchester 977ad07 bcscObserver
asked in Tickets
Automatically print new tickets

Im trying to figure out a way to have new tickets that are assigned to me automatically print to my printer. We print all of our work orders for repairs and tape them to the repair. It would be nice if this was a feature, because we have a hard time having the teachers print their own tickets to put onto the device. Any Ideas?

821
Kathryn Carter
mmickey
Contributor
mmickeyContributor
asked in Users
Assign default permission in bulk

Is there a way to change the default permission policy for a set of agents? We would like to change the default from the default agent permission to a custom set for our principals to view only, but the only way I see to change that is to go to each individual user.Thanks!

1255
Kathryn Carter
C
cperez2424Observer
asked in Tickets
Transfering a Ticket to a team

Hello. How can agents transfer a ticket to a seperate team and have it roundrobin and reassign to a new agent from that team? 

1412
Kathryn Carter
betekdoc
betekdocObserver
asked in Assets
Export Asset Created Date and who created it

I would like to create an export that shows the Asset tag and the date it was created and who created it.  I see where I can filter by created date but I don’t see how to include created date as a column in the export.  Is that even possible?

451
Kathryn Carter
TAnders
Specialist
TAndersSpecialist
asked in Tickets
Anyone else having to "Verify" software models?

About a month or two ago, tickets coming in for our SIS (we use Infinite Campus) have started requiring me to “Verify the asset” of Infinite Campus. I put in a ticket directly in the software to see why, but it was closed without resolution. Has anyone else been experiencing this? I don’t have any audit policies set up on software, or asset verification required in the site options for anything that is not an actual device.

11511
Hannah Bailey
R
Robert CebulaObserver
asked in Apps
Google Device Full Sync vs Push Data

If I unassign a chromebook in IIQ and then run a Full Sync in the Google Devices app, the AnnotatedUser field for the device in Google Admin still shows the user’s email.  However if I go into the Asset Details in IIQ and click Push Data, then it removes the users email from the device in Google Admin.  Can you tell me why the sync doesn’t remove the user’s email?

6487
Kathryn Carter
J
Participant
jo.cpaParticipant
asked in Integrations
LocknCharge location details - include address/map link at a campus

Hello, There is reference made to the Location Details being configurable.But, we see no method to be able to add any more information.We have a Location that has several areas.  How should we provide that information to Parents to be able to find the LocknCharge?  The email doesn’t provide any details.  

321
EStapf_iiQ
K
Contributor
KBremner 76000e4 mtbluersdContributor
asked in Tickets
Rule to change ticket status based on action item

Hoping someone can help me out with a rule I tried creating.I set it up so that when a user adds the resolution action “Created ticket with the depot” it would change the ticket status to “In Repair (Vendor)”.So the rule is:Triggers on UpdatedWhen “Resolution Actions = Created ticket with repair depot” Perform ‘Set Status In Repair (Vendor)This works great...except...any time the ticket is updated, because there is a resolution action for ‘Created ticket with repair depot’ it changes the status which became apparent when nobody could resolve any tickets because the status kept getting changed to In Repair. I only want the rule to trigger at the time that the ‘Created ticket with repair depot’ action is added. I can’t see an option to make this happen.Any thoughts?

873
Kathryn Carter
Z
ZThird 293a471 oxboeObserver
asked in Tickets
Limit Ticket Visibility for Specific User

We have a user that needs to be able to see only one issue type/category in particular but we don’t necessarily want that user to see all tickets. I have tried everything that I can think of and can’t find any way to do that. Is there a way that I am missing or is this not a possibility?

881
Kathryn Carter
J
JWindell 960ef7a roundrockisdObserver
asked in Assets
Question about Start full sync and Push Data

What is the difference between the “START FULLY SYNC” and the “PUSH DATA” buttons under Google devices? 

52011
Kathryn Carter
D
dpollardObserver
asked in Other
IIQ Desktop View on Mobile

Hello.  Due to the lack of feature availability in the mobile view/app of IIQ compared to the full desktop view, we often find ourselves trying to use desktop view in the Chrome browser on Android.  However, ticket lists do not display text:  Tapping on a row does open the ticket details page, but it's completely trial and error to find the desired ticket.  Does anyone have a solution for making desktop view functional on a mobile device?  The in-field user experience has been challenging at best for us.  Thank you! 

1726
Kathryn Carter
bclark
Mentor
bclarkMentor
asked in Tickets
Ticket Templates not assigning to agent

Our agents use several ticket templates. In the past those have always bypassed our regular ticket assignment rules because at the bottom of the ticket we have "Do not process any more rules" checked. This allows the ticket created to go to the agent who triggered it. One of them noticed this morning that those tickets are being created but are not assigning to the agent who used the template like in the past. Is this happening with anyone else? Did something change? Can it be changed back if something did?

14816
Kathryn Carter
G
gilesfeltonObserver
asked in Assets
How to required Notes Comments Field on Asset Page

Under the Asset page there is a section with the heading Meta Information and a required notes comments field. I want to make it not required but not sure where to do that.

945
Kathryn Carter
H
HMcCollum 7477687 eiaseObserver
asked in Tickets
Submit a ticket with a form filled out in the ticket

I know when we were first setting up our site, we talked about being able to submit a ticket with a form in the initial parent ticket. So if we had a PD request, the user could fill out the form, which then goes straight to our agent to approve/deny the request. Or if someone needed to update their W4 they could just create a ticket and immediately fill out the form, instead of submitting the ticket and then the form being attached once an agent has worked it. Is this still in the works, or did it kinda die out?

2445
Kathryn Carter
JRood 877c5a lvpioneers
Contributor
JRood 877c5a lvpioneersContributor
asked in Other
Parts Alert Email Not Working Properly

I have set up the parts alert email the same way I saw in the knowlegebase article and I am getting alert emails with warnings outside of the minimum thresholds that I have set.   I have attached one of the emails I received.  It was saying I have low inventory of 26 when I set the minimum to 2. This happened when I transfered stock to a different building. 

1223
Kathryn Carter
vannattar
vannattarObserver
asked in iiQ Facilities
Ticket Requestors

Is there an easy way to limit who can submit tickets per location? Our Maintenance department only wants certain individuals to submit tickets in their module. 

693
Kathryn Carter
FGonz
FGonzObserver
posted in Assets
Cart Device Setup / Naming

Hello,I’m new to the software, we currently just have the Asset module and I’ve been working on getting things setup. I know there was a discussion about how others setup cart environments but I wanted to follow up a little and ask a new off topic question.Currently I’m trying the “create a room” named my mobile cart and adding the Chromebooks, linking them to the physical cart which we have in the system as well.It looks great showing the list of 36 devices but we have them numbered and I was wondering if there is an easy way to look in a list view that can show a device name or custom field?I tried putting the device # under the Room which was called ‘specific location’ I’m not able to see that on my searches, to see which number each device is, I need to click on one and go into the device details.Reason this is needed is for our library that checks out our loaner computers, they are numbered and when one is not returned we disable them.  The library will let me know that #5 needs t

3209
Cozmo03
Participant
F
FMullen 6130352 longwoodcsdObserver
asked in Tickets
A Rule to resovle a ticket

when a Ticket got resolved by a technician, it then immediately got assigned to another technician.How do i create a rule to fix that ? 

26021
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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