Ask the Community

 How do I cancel this APROVAL REQUIRED? I have sent it to myself multiple times and through my email selected APPROVED but it takes me back to the ticket and doesn’t allow me to do anything because the APPROVAL REQUIRED is still unselected. Please assist.  thank you  

When I type in the comment box in a ticket, my text looks like this:  After submitting the comment and clicking “Show more lines”, it adds an extra line between each space, and my signature has two spaces in it when it didn’t before.  This is what also shows up in the email that gets sent to the user: Which does not look great when sending emails. If I click “Fully Expand” it looks correct, but the email is where it matters the most. Is anyone else seeing this?

Hello! I see it is possible to enable check-in/check-out for teachers, but I would like to grant my receptionists the ability to check-in/out our loaner devices to any student. What is the best way to set this up? Thanks!

Hello,I’m looking for the best way to accomplish the following:When an agent works on a chromebook ticket, we need a way for them to mark the ticket in a such a way that our secretary is automatically notified by email what the level of damage is.  My idea was to create a resolution action for each level of damage, and then create a rule that sends the email when the ticket is resolved if one of those resolution actions was applied.  The problem is that there is no supported Variable Data Point for the resolution actions.  So basically the email doesn’t contain info about which resolution action was applied.  Sure our secretary can click on the ticket to find that information, but I really want it to be included in the email.  Is there a better way to do this?Thank you,

Hello! Is there an application filter or column for Vanco where we can view payments made? 

The “Visible to requestor” checkbox is defaulted to on when adding action items to a ticket (unless it’s a shortcut we’ve set up where we can uncheck the box). Where can I find the setting to turn this off for action items (that are not our shortcuts)?

As the subject states, I’m trying to understand what the use case is of the option "Do not process any more rules" when creating a Rule. As far as I can tell, having that option clicked means any Rule further down the list is simply ignored (similar to setting the ticket to “Currently Disabled”) when creating a ticket. For greater specificity, we initially had the “Do not process any more rules” option selected for the second rule listed in the ‘when Created’ category, which then meant any other tickets listed further down were not processed. Is it just an easier way to have a long list of Rules that you want to manually control when that list is active? For example, if you had 10 rules in that category, but wanted to manually change it so that only the first 3 were active you could click the "Do not process any more rules" and simply stop the Rules engine there rather than having to individually disable all of the further rules in that category?Reading the Knowledge Base I just couldn

We have the My Classes option enabled, but not the check in/check out feature. When a teacher goes to the class, that is populated from the sis and shows the students and the devices, and clicks on submit ticket, it acts normal when starting the ticket, and then remove all the progress in the breadcrumb trail and starts from where it asks for the users location(and can select it from the list). If I select a teacher from explorer and select their classes, I can click submit & it works fine. It starts me at what issue is this about. It almost seems like a permissions issue, but I don’t see what would need to be selected. I have viewed the best practices video and nothing mentions needing to set permissions.Not sure if it’s important, but the teacher sees a read only tag next to the names of the students.

When I assign a ticket to a different agent I am automatically made a follower on that ticket. Is there a way to disable/toggle this feature? 

We are looking to create rooms as a user that assets can be checked out to(things that wont move such as document cameras, printers, smartboards). The only issue we are running into is we would like to have the teachers who are associated with that room to be able to see the information about those assets. My original thought was creating the room as a student at the site, but the teacher role(faculty) doesn't have the ability to view users. So are we able to manually link a student to a teacher, or would I need to make all teachers agents with “very” limited rights? 

If I start a ticket, do the work but a coworker resolves the ticket, does it count towards my metrics in the reports, his or both? 

I know that IIQ officially recommends the Dymo LabelWriter 450 printer with the 1” x 3.5” labels. We have one and it works great. However, we are now looking to add 2 more label printers in our environment and the LabelWriter 450 model is now discontinued.Is there a recommended replacement for the LabelWriter 450 model? I believe the LabelWriter 550 would be the “new” model, but the reviews are pretty terrible across the board, mostly due to Dymo forcing the use of official Dymo labels, which have apparently dramatically increased in price.

Hi Everyone,We are trying to see if there is a way to search for multiple devices in a particular location & wondered if anyone had a way to do this. For example we want to see if there is a way to search for all rooms that have both a projector AND a Television. I have been unable to find a way to search for X AND Y and exclude any rooms/locations that do not have both. Does anyone have a way to perform inventory searches to narrow when 2 particular devices are in a single room?Thanks!Chris

Is there an option to receive notice when a student unenrolls and has a device assigned to them? We do always get a heads up until a student is gone and then it can take a while to track down a device. 

Is anyone else having issues with assets not showing on the Users profile pages? Yesterday all the devices listed to a user that was located at the top of the page above the “Select File to attach field” disappeared. When you search the asset and filter by Owner the assets are properly listed but now you can no longer click on the asset on the profile page.  

Is there a way I can set custom permissions to Staff but have it based on location? for exmaple I want staff to be able to see assets from just their location so they can submit tickets for student devices using the search Asset function in the ticket workflow.

Is it possible to create a rule that applies to any ticket regarding a specific Software/Online System?I attempted to do so, but I can only see ‘Issue Types’ or ‘Issue Categories’ - and that leaves me with just three ticket options, when that platform has dozens.

For teachers, the MyClasses view has all the relevant information including username, password and device(s).  Generally, at the beginning of each school year, I create a spreadsheet with the same information to share with teachers for a one stop lookup and to print the information out (on labels via a mail merger) for teachers with younger students for use in class as well as to send home.Is there a way to export username, password, and device info by teacher? Better still, can teachers export the data?

Hello! Why are custom labor rate types only available for Facilities? I would like to be able to track different labor types in IIQ Ticketing for IT issues as well. Traditionally our administration staff want to be able to run reports showing how much travel time our employees spend driving between tickets and do not want it lumped into the labor hours for a ticket (“Spent 30 minutes driving for a 5 minute ticket” vs “Spent 35 minutes driving to Site Y and turning on the power switch on the surge protector the customer didn’t realize they had turned off by kicking it with their foot. Again.”). If we could get this functionality, that’d be really cool!

When unassigning a device on the device details page, the device will show as unassigned but when the page is refreshed it will revert back to the previous owner that it was just unassigned from. This will sometimes happen 5+ times before it will stick. Has anyone else been experiencing this issue. It is causing significant delays or if not noticed it has caused errors in our data.

Is it possible to sort tickets by the date they were created? One use case would be when there’s a reported issue to review the latest tickets to help determine if it’s a sitewide issue or just small scale. 

Looking to create a custom view that allows us to see the asset owner of a device.  We currently have students bring their devices to the library where the aide creates a ticket for said device. However, this makes finding the ticket we are working on or closing difficult. We found a custom view for device asset tag which is helpful, but looking to see if there is a way to have a column with the device owner as well. 

Depending on a Staff Members Title they are qualified for different devices. We capture this in Powerschool but I don’t see how to include this field to map to Users. If I go into Apps\Manage choose Powerschool and select Manage I can see available data mappings, but not a way to add one that’s not there.  Ideally I want to map a users Title in Powerschool so that it shows as a custom field in IIQ Example: I click on a user and I can see thier title is Art Teacher meaning they qualify for a Macbook instead of a Chromebook. I have created a custom field, but still don’t see it in IIQ

Is there a way to edit the problem description of a ticket that you created? My manager created a ticket for himself to track some work but he forgot to add a few lines of information when he submitted the ticket to himself. I thought this would be useful to change these as needed even if it is for yourself. 

Hey all,All buildings have rooms crafted/labeled in IIQ. At the elementary level, our CB’s are assigned to a room. Teachers are likewise assigned to room through Skyward. I would like to map CB’s in a room and assign them to a teacher automatically.Then, at the start and end of the year, I can craft “Audit Manager” rules that has teachers verify the CB’s in their classroom as part of our accountability process.I thought IIQ could link assets to owners of a room but I don’t know how that happens. Anyone have an idea?