Ask the Community

Is there a way to not have an SLA applied to a specific type of ticket/team upon ticket creation? 

I have a school that was verifying chromebooks and didn’t have access to IIQ for the first day. They scanned all the SN into a spreadsheet. I would like to update the verification status on all of these. Trying to find way to look up all SN or import and update. However, I do not have models for these SN.  Is there a way to look up multiple SN in asset explorer or import and update status from CSV file?  Would be great to be able to look up multiple SN in asset explorer. 

It appears that my Issue Categories on my tickets default to posting in alphabetical order.  Is it possible to edit the order that my Issue Categories appear when creating a new ticket for submission?

Can I change the set up of where the fees are located on the user page?  I would like to move them higher so I don’t have to scroll down so far to see them.

We have 2000 devices that we deprovisoned and moved into a specific Deprovison OU. However, the devices are moved back into their original OU every night. Do I need to set up a filter to stop this? I don't understand why it's moving them back into their old OU.  

I was trying to set up a rule that will powerwash all of my elemntary devices at the beginning of summer, but I don’t see an option to set google status with the “On a schedule” under asset in the rules.  Is there a way to accomplish this?  

I have read this article on upgrading from the PS plugin v1 to v2 but it is pretty vague and uses quite a few non-definite pronouns.  Whatever, it happens. Is there better documentation on this process anywhere?

Lately I've been thinking about how I would have done some things differently in iiQ if I had the knowledge/experience I do today back when we started using it. But one thing I have zero knowledge on is SLAs. They have never been a priority for us. We are looking at finally using those now. Our leadership is still working on what kind of time frames they might want to use as a starting point, but my question is for those who utilize them... what do you know now that you wish you had known when you started? 

So it looks like there may have been a shift in some of my data that I used for my imports. Now it would appear that I have some devices out there with the wrong tag numbers in iiQ. Is there anyway for me to export our data from iiQ so I can use spreadsheets to compare data between the old system and iiQ?

Is there a way to customize the message a follower gets when added.   We sometimes need to add someone from another department to work a ticket.   They aren’t an agent but they handle this particular task.   When they are added as a follower the ticekt doesn’t indicate that and the email just says the ticket has been updated. It would be nice for them to get an email specifically saying“You have been added as a follower to ticket XYZ”

We recently switched to IIQ and a user was trying to send a picture from their phone in with their ticket using the Mobile Site (not to be confused with the Mobile App). In this case, he was using Safari on an iPhone and went to our IIQ site, logged in, and went through the ticket process. He claimed that he was unable to submit an image from his phone or camera through the site, even though the options were there. I too confirmed this on my iPhone using Safari and Google Chrome. You can click the button to “Take Photo” or “Add from Photo Library” but neither do anything. Am I missing something? Or is this a glitch? I totally understand end users not wanting to download an app on their device and just wanting to use the browser. This would be a welcome fix if it is indeed a glitch. Thanks,Keegan

Is there a way to add a banner on top of the ticketing page for everyone to see? Such as outages that are happening or other issues that may be effecting everyone.

In PowerSchool a user can be associated with multiple buildings as a teacher or as a staff member. We’re trying to figure out how a single location value is selected and sent to IIQ for a given user, particularly a user may be assigned to multiple buildings. What table(s) and field(s) from PowerSchool are used to set the location? Is it possible to select a different table/field or have different options for a staff user than a teacher user?We have received feedback from users that the building they are under in IIQ is outdated or incorrect. We would like to understand how the incorrect info is getting transferred as opposed to setting corrective overrides.Just this week I noticed that my own account switched buildings and I have no idea why. As a district IT administrator my own PowerSchool user table account has a homeschoolid of the district ofiice. I also have teachers table records associated with each of the other buildings in the district, some as staff and some

I would like to create two subtasks when a ticket is updated with a Fee Tracker Fine for whole unit replacement. I could do that either by description or by amount >. Is this possible? If not, could this be possible?

Is there a way to see when a Rule was created and who created it?

I have added a Custom Field for the MAC address to the SCCM sync app and made it searchable.When you go to a device view and add a filter for the new field you can search and find the MAC address. When you save the filter and go back to the view there are no results showing. Also if you just go to a device view and add the Custom Field as a column it is blank for all devices. Any idea on what I’m missing, or will this not work as I’m expecting it to?   

Is there a way for the knowlege base articles to show up in ticket before they submit the ticket? That way if they can figure it out, they won’t need to submit the ticket?

I don't know if this should be idea or not. Is there anyway to possibly make it so that a user can only see tickets that are assigned to them? Like if i have people that should only see Chromebook tickets can i have it so that they see what i want them to. If not that would be a cool thing.

I have questions for anyone who is actively using Email to Ticket.We have a lot of custom fields in tickets because we require specific information in order to work many of the tickets. Do you find that you waste a lot of time trying to get the information you need in order to resolve a ticket? I am worried that if I activate this and people just starting emailing in tickets that we will get flooded with uncategorized tickets with little information and end up endlessly sorting tickets to the right teams and categories.

How to I filter students at a location that does not have a chromebook assigned to them?What do I choose?

When working a ticket, where do I go to change the issue?

Looking for a good work flow that would help us sync our current Calendar in IIQ to a new Blank Google Calendar. Currently we seem to be hung up because we can’t map Locations to our Google Calendar because there are no existing Events or locations to map to. Is there an easy way to sort of populate our entire IIQ Calendar to a new Blank Google Calendar and then continue to sync from there?

Is there a way to edit the username of a manually created user? I’ve tried to simply edit the user, but the username field is not an editable field. When creating the user, the username is set to the email address and we need to user name to basically be the email without the @ domain part. 

I’m trying to use the “New Device” workflow but when I manually open up a bay using my admin credentials, IQ thinks the device was already picked up.  Is this normal?  My process is after i create a ticket and assign a bay for a new student, I go to the bay and put in the charger.  Should I just do that before I assign them a bay?

We use Lexicon Tech Solutions with AlwaysLearning to send Chromebooks for repairs in iiQ.  To create the order in iiQ we must first start the ticket then select “send for repair” then go through the prompt.  We have to do this on each individual ticket and we are usually sending hundreds of Chromebooks for repair at one time.  Is there a way to create a ticket shortcut for this process or to scan multiple devices and send for repair through a bulk operation?.