Ask the Community

I’d like to know if there is a way in IIQ to create a view that I assume would be a user view. We need to know which students do not have a Chromebook assigned. This is crucial for us because we need to be able to assign Chromebooks to these students. Having a custom user or asset view setup that dynamically changes as new students with no assigned Chromebooks would greatly help us. I mention Chromebooks because we do have some students who do have Macs or PCs assigned to them, but we are trying to make sure that all of our incoming and current students have Chromebooks going forward. We are actually not a classroom-based school, so students do not report to a campus. This means that we need to know who needs a device sent out.

Is it possible to assign multiple users to a subtask? We’re attempting to create a mid year enrollment change check list that sends out to all parties involved.  Some tasks can be completed by multiple users/agents.  The goal is to not create duplicate subtasks for each user.  Thank you

Was just walking some of our agents through dashboard options and they do not have the Tickets by Agent or Tickets by Team. Are these limited to iiQ Administrators only or should all agents have them?

I need an inventory report for the DOE, CTAE and Title 1 that includes the info below. When I try using the filters I get zero results. What am I doiing wrong? Does anyone else run reports like this?asset type owner asset status model serial number asset tag location all purchaseing info: Funding, PO #, Purchase date, price, vendor, warranty

Is there a way for the administrators to receive an email every time a sync/Audit run?  We don't regularly check the jobs tab, and it would be more convenient to receive an email nightly. 

My agents are asking me what does Status: Approved - Partial mean exactly?I looked at the history on the ticket and it shows the ticket was sent for Approval and got Approved by a principal and then got assigned to an agent again. I don’t see Partial approvals in the ticket status. This is the email my agent received:  

Am I missing the search function on the initial ticket creation page?  Our users are getting lazy and just choose issue not listed rather than find the issue that applies to their request.  Having a search function at the beginning of the ticket creation for the 5 main categories would be very helpful.  Anyone have ideas if this isn’t an option?

Hopefully a simple fix due to an oversight on our end.  When I assign tickets I see all the agents, Facility and Tech.I should only be seeing the Techs as the ticket was submitted for tech and not facilities.  How can I accomplish this? 

When was this taken away, and when did I miss the memo? I certainly miss the shortcuts, but the post referring to them is closed for commenting - so here we are.   

We are constantly sending out UPS labels to our families and staff as an attachment to a comment so as to facilitate the return of equipment.  I have many people tell me they cannot find the attachment.  Eventually, they do find it and many have told me its labeled as “Screen Recording”.  The UPS label is attached as a PDF file.  Is there a way to make the attachment more obvious to the recipient?

Hi!I have a really nice custom view named “IIQ support tickets", which includes a number of useful columns such as “Issue description”, “Submitted on”, “Last Update”, etc. These columns give me a lot of versatility when it comes to sorting/organizing/managing my tickets. However, it seems since IIQ introduced “View My Support Tickets” my custom view stopped working. Is this a glitch are we now being forced to use “View My Support Tickets”?  What I don’t like about “View My Support Tickets” is that it takes more clicks to get there, and it doesn’t seem to allow customizations, which makes tickets harder to find, unless I’m missing something?Thanks in advance for any insight.PS: sorry for the typo in the title, i don’t seem to be able to correct it 😬   

We are utilizing Remote Support Ticketing and parents are submitting tickets(as guest) who have students at more than one location.  I.E. - Student 1 attends High School, Student 2 attends middle school.  If I enter a ticket with my guest email for student 1 and select high school and later enter a ticket for student 2, my location defaults to student 1’s location despite the fact that I chose a different location on the initial screen.  This in combination with the security password is creating a very unpleasant experience for our parent population.  How can we resolve the location defaulting to a parent’s previous choice.  (This also occurs when a student moves up in grade level to a new school, Parent’s email is attached to old location and default(and routes) to that location). 

We issue MiFis out to student upon request from our buildings.  In old system we would assign all students in a family to the device for visibility.In iiQ only able to assign on user to one device, correct?Any creative ideas to maintain this family deployment concept?

Getting extreme slow response from the site and tickets are not loading, 1123am EST.   Anyone else? 

How can I create a filter containing tickets that are "Assigned to me" and “Unassigned”?I want the filter to only show me the tickets that are mine or need someone assigned to them.The filter allows me to select multiple selections in most things, but not who the ticket is assigned to.

Is there a way to turn off the timeout on the mobile app so it doesn’t log you out all of the time? Our maintenance department is not liking being logged out so frequently.

Does anyone automatically create a ticket for a new student/staff that is synched from Genesis? We are looking to generate a ticket for new students or staff that are created via a Genesis sync. We currently do a nightly sync from Genesis (Student Information System)  Thanks!

A parent in our district was hired as an employee. As a parent, she has a guest IIQ account (janedoe@gmail.com) and has put in Guest tickets as a parent. She started as an employee today so her Google credentials (jdoe1234@ourdomain) were created today.  I am trying to get Campus/Google to sync her employee information to IIQ so I can make her an IIQ agent, but it keeps syncing her as a parent/Guest. I tried manually editing her IIQ user information and changing her email/username from her personal gmail to her district email address and changing her access from Guest to Agent, but she's unable to SSO in even after I reran the Campus-IIQ and Google-IIQ syncs so I changed it back.It looks like Campus and Google are sharing her employee information on the Guest account (for instance, Google shows the OU her employee account is in) but the username on the account remains her personal email.  There are not two accounts for her, so I can’t merge her Guest and Agent accounts.  Does anyone kn

Wondering how other groups that are using iIQ in a Tier support model handle escalation. What rule or statuses might you be using that prevent Tier 1 from escalating to Tier3 without going through Tier2?

I’d like to create a rule that occurs on the trigger “when updated” that triggers a status change. What I’d like is that whenever a requestor updates a ticket, it changes the status to a custom status. In our case, “waiting on tech”.  I see a way to change it based on a comment change, but I’d like that to be specific to requestor change and not if an agent adds something.

Is there a way to hide some of the default workflow ticket status? There are many options we don’t need.

Our Maintenance & Operations team does not maintain an inventory of parts, instead our agents are able to purchase necessary parts for jobs from local vendors, and provide the invoices to the helpdesk admin for facilities, who entered them in as “Parts”, specifying a cost (e.g. Part = “Grainger”, Qty = “1”, Cost = “[whatever the cost for the parts for this job were]”) With the enhancements that were rolled out recently, I am struggling to find a way to implement this for them. It looks like we’re locked in to maintaining a specific inventory of named parts with associated costs. Their team simply does not have the labor hours to add this much overhead. I want to keep them engaged with the platform but if we can’t add in part costs I don’t know what I can do. We can’t be the only district who does things this way, is there any guidance around this? I see there’s a section for “Suppliers” but it looks like that’s just a database of contact info, and not mapped to the parts inventory

How do I add a materials purchase from the hardware store to a ticket? Also, how would i attach a scanned copy of the receipt to that same ticket?

I want to make sure I’m doing this whole survey thing correctly. We want to generate a survey for every ticket created in our district, our users don’t respond to them very often so we’re throwing a wide net. We also don’t want to send surveys to anyone in our department. I have it currently set up so that every ticket that is resolved generates a survey for who the ticket was created for. My question is, if a ticket is created by the user experiencing the issue and the “On behalf of” field is blank, will the user that generated the ticket get the survey instead? I am unable to check both boxes to have surveys generated for the user that creates the ticket and the user the ticket is created for. I want to make sure that if that field is not used it will go to the user generating the ticket instead.

It would be nice to have a feature to override room use conflists. I sometimes have a group that has multiple things going on at one time in the same room. This usually occurs when they have a recurring event and then also need to schedule something specific for the same group.