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1898 Topics
J
jjmill9299Observer
asked in Users
User access to IIQ Academy

I have some users that can’t access the Academy to view the tutorials. I am guessing I have to check a switch somewhere. Any suggestions greatly appreciated.

741
Kathryn Carter
Admin PTSC
Admin PTSCObserver
asked in Tickets
Automatically assign fee for tickets with specific categories

We are looking to have fees automatically assigned to users when a ticket is put in for certain things such as “Broken Screen iPad Screen” would automatically assign the iPad screen replacement fee to the ticket, asset and user. I didn’t see the fee tracker as an option in the rules engine, so I’m not sure how we go about doing this.

762
Kathryn Carter
J
Participant
jo.cpaParticipant
asked in Users
Class #Students incorrect (in User profile)

Has anybody else noticed this?The # of students listed here doesn’t match the actual class when you click in to view the class.  

261
Kathryn Carter
D
Contributor
DWallis 434c1d brooklynContributor
asked in Assets
OrgUnitPath Translation Map Not Working

I have the following mapping set up for IQ. When I run a full sync, it doesn’t seem to move chromebooks to where they need to go in Google Admin. Is there something that I am missing? I do have locations mapped. Could this be causing the issue?  

792
D
Contributor
JRood 877c5a lvpioneers
Contributor
JRood 877c5a lvpioneersContributor
asked in Users
Student Report Question

I have come across several students who for whatever resasons don’t have their powerschool information linked to their Google sso user.  I am trying to find a way to run a report that will give me a list of the students who have this issue, but I can’t seem to figure out how to accomplish this.  I was thinking of just doing a new view of “duplicate users” but I am not getting any results doing that.Does anyone have any ideas? Thanks!

511
Kathryn Carter
M
MMorris 407ff1d belprecityObserver
asked in Apps
Past Due Fees

So I’ve been setting up a view in my users section for students that owe fees. When we create the fee, it shows up in the view, but I’d like to filter out those fees for the ones that are past due by 30 days so I can print a reminder statement to send out, but when I try, I am not getting any invoices show up.When I look at individual students, I see the fees showing as past due, but it’s not showing up in any filter or view I create that references the past due that I have set. Am I missing something? Thanks,Matt

641
Kathryn Carter
J
JMaier 980539d uofdjesuitObserver
asked in Integrations
Blackbaud K-12 One Roster OAuth

Hello,We are working on connecting our Blackbaud K-12 SIS. Wondering if anyone else is using that connection. We need help determining what url to use. 

2373
Hannah Bailey
S
SMc Pherson 713abdf brrsdObserver
asked in Tickets
Is it possible to hide parts cost in a ticket from requestor?

When students need their device repaired, the technicians add the part to the ticket so it removes it from our inventory, however, it shows the cost of the part to the student. We don’t want the students/parents to see the cost, but we want them to see the part was added to the ticket. Is there a way to keep the part visible, but cost hidden? We’ve been entering all costs as $0.00 but this affects our analytic charts. Thank you.

571
Kathryn Carter
K
kjohnsonObserver
asked in Assets
Google App Data Not Updating for Deprovisioned Chromebooks

I’m seeing that when a device is deprovisioned in Google Admin, the Google app data isn’t updating in IIQ. For example, IIQ still shows the device is active in Google when it shows as deprovisioned in Google Admin. Is data no longer synced once it’s deprovisioned in Google? Or is there a setting I need to check?

15713
Kathryn Carter
A
Amy.YorkObserver
posted in Tickets
Issue Types Not Loading Constantly

Anyone else have this constant issue when editing Rules? I try to add an Issue Type to a rule and it spins and spins and then gives me an error that issues cannot be loaded. We’ve been having this issue for MONTHS and every time I am told it’s fixed it works for a few days and then stops working again. I am so frustrated!!

231
Kathryn Carter
R
RBROWN 6436b0b kcsObserver
asked in Other
New View folder

I have run several Views within Users and Assets.  I need to clean up my files and discard some of these views.  How do I get rid of them?

802
Kathryn Carter
D
Contributor
DWallis 434c1d brooklynContributor
asked in Tickets
Do not send email notification for specific issues

Goal: Track devices left in a classroom and then turned into us without notifying the student. Teachers turn in chromebooks to us that were left in the classroom. I would like to keep track of that via a ticket incident but not notify the student that we have it. The student would then need to look for it and come and see us to pick it up. Is there a way to create a ticket on behalf of the student with a specific issue type and mute all email notifications? Maybe a rule?

731
Kathryn Carter
V
VWijObserver
asked in Tickets
Archiving and Downloading Tickets

How do I archive all of the yearly ticket and download them for documentation purpose?(similar to how you’re able to archive and download gmail/outlook emails)

682
Kathryn Carter
S
SSandrock 29300e0 gmObserver
asked in Assets
Google Admin Asset Re-Upload

Hello! We did our Google Admin Chromebook Asset bulk import to IncidentIQ and we have been entering asset data into the tickets and it’s been working great. Now that I’ve been through the process, I’d kind of like to just start over on our Chromebook import with as much clean Google Admin info as possible (When running the Google Devices Sync I have about 900 skips because there are assets conflicted over Asset Tag #’s already being used with a different Google Device ID). Can someone tell me, if I were to delete all of our Chromecast assets from the Asset explorer, will that remove the asset information from tickets that we’re already worked through? Or is there a better way to consolidate these devices by matching Google device ID? Thank you! Scott Sandrock

1144
J
Specialist
J
JHughes 1932ee5 sisdObserver
asked in Assets
Assets

My assets are not importing correctly and now I have duplicate assets.  Can someone please help?

801
Kathryn Carter
D
DAdmin 8836f81 orland135Observer
asked in Tickets
Email to ticket

I have followed all of the steps for the email to ticket process. From my email, I am able to sucessfully submit a ticket via email with no issues. No other accounts (all included in our SSO) seem to be able to submit a ticket via email and receive a “could not be parsed” failure message

2632
Kathryn Carter
lpreedom
Contributor
lpreedomContributor
posted in Tickets
IIQ not responding correctly

We are not able to create a new asset. We are also not able to create a new ticket. When we try, it shows as submitted and then instantly shows as deleted. When I try to put a ticket in for IIQ, It says the same...submitted and deleted. This is the only way I have found to let IIQ know about the issue.

869
Kathryn Carter
RTSD26_AllynJ
Contributor
RTSD26_AllynJContributor
asked in Other
Ticket Creation Automation on a schedule based on asset values

Here is what I would like to do.   I recently added some custom values for our Backup Batteries.   One of the values is a “replacement date” which is a “date value”  I would like to be able to build some form of rule automation that runs Daily/weekly that will basically look at those date values, and if any of those date values are $NumberOfDays away that it will create a ticket, assign it to someone, to tell them that they need to order replacement batteries.   How can I make this happen?  Please and thanks!  

1965
ttownes_iiQ
J
JDienye 620d27d gmsdObserver
asked in Assets
Field mapping on import

Good morning! I’m new to the IIQ Admin role and have been annoyed by a common issue when importing assets. First, when I “Add Field Mapping: SKU Number” it targets the field of “PO Number” for some reason even though that field has it’s own Target Field.   Then is there anyway on the backend to add the custom mapped fields so that when I do import I won’t have to custom add the Field Mapping? 

1331
Kathryn Carter
N
nveniObserver
asked in Assets
Updating Assets in Spare Pools

I started playing around with the Spare Pools by manually adding a device.  I would like to now bulk add more devices into a group.  I have all the asset tags for the devices, but I can’t figure out a way to bulk edit devices into a spare group.  My workaround so far has been to upload a csv with a column for spare pool that includes the Pool Name.  After uploading the file I noticed the original device is the only one still listed in the pool.  When I did a closer look at the import I noticed the original device had this comment.Does anyone know the syntax I need to use in the Spare Pool column for my upload so that I can bulk add to this Spare Pool? I appreciate your help!Nick

2373
Kathryn Carter
J
Participant
jo.cpaParticipant
asked in Assets
How to keep Teacher access to view/connection to a NoAccess Student

When a Student goes NoAccess, a Teacher loses the ability to assist Tech in recovering Assets since they are unable to view the Student.How can a Teacher (or last Teacher of record) keep the ability to view their NoAccess Student’s Assets.This only get more complicated by the fact that Followers cannot view tickets in the iiQ web interface (only emails).

586
Kathryn Carter
rob.danninger
rob.danninger
asked in Tickets
Ticket Creation Rule for Submitter's Location versus Asset Location?

Our IIQ Agents are assigned to, and support, specific physical Locations. We have defined Rules when a ticket is created and conditions meet selected filter Locations. The Rules action is to assign the ticket to a specific Agent.Each of the Rules appears to be executed well, however, the Rule is evaluating and matching an asset’s Location rather than the ticket submitter’s Location.For example, if a user at Location A creates a ticket for an asset that does not have an Owner is associated with Location B, the Rule will assign the ticket to Location B’s Agent.How might we modify these Rules so these tickets are assigned to the Agent who supports the ticket submitter’s Location?

1622
C
Contributor
T
tmeixnerObserver
asked in Other
Auto-populate fields based on requestor info

Is their any functionality for coding in names or other fields into tickets?  I’m thinking like %username% as an example.I’m trying to fine-tune what info is available for some of our notifications that go out to followers.  Namely, when a new student account is created, followers get an email for a ticket with the student’s temp PW.  I’d like to include the student’s username and ID (from IC) into the ticket info so they see those in the email as well. Right now, they have to click the “view ticket details” button to get that info - which as we may all know, is hard to get users to do sometimes! Alternatively, is there a way to adjust what is included in those ticket notifications? 

814
T
M
MT_JimObserver
posted in Assets
Asset Verification

We are fairly new to iiQ and are a little lost on what the purpose of the asset verification is. Our thought process is that if we touch the device, label it and give it to the student, we have verified it both physically and in iiQ. This is also our first asset management system, so we are new to the idea as a whole. Just wondering if anyone had a little more insight on asset verification or maybe some examples of how you use it within your district.

7253
M
Gary_KCMO
Contributor
Gary_KCMOContributor
asked in Assets
Unable to submit ticket for some assets

One of my techs came to me saying that one some assets, not all, when you bring up the asset record, the submit ticket button is greyed out. I had them provide me an example and when I got to the asset and hover over the submit ticket button, it shows “visibility is disabled for this role”.  Can any tell me what is causing this? Thanks in advance or your help!Gary

704
nburke
Contributor

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