Ask the Community

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?.

I would like to add a required action, or some type of features, on tickets that call for loaner issuance to remind my agents to properly check out loaner devices to the staff/student. I currently use subtasks as reminders but that did not help. Thank you. 

I am sure it’s just me, but where is the configuration to set up E-mail to ticket creation ?,   I want to start testing ticketing flows. I can’t seem to find the “root” Email that our staff would use to even start making  a ticket.   (( also, is there two separate emails  one for  Technology and  another for  Facilities ? As always any help welcomed

We are making a ticket template for daily laptop loaners. I want it so that the only field the agent has to type in is the student’s name for on Behalf Of field. The only thing I can’t figure out is how to populate the ticket title with the students name. What I want is the following.  Agent puts in the on Behalf of Field with student’s name (ex: John Smith) Agent submits the ticket and it now says “Daily Loaner Laptop: John Smith” I figured there’s probably some field connection shortcuts but I just don’t know em or how to find them. 

Is there a way to see ticket density?  The analytics can show me how many tickets were submitted/completed for a particular date range, but I would like to see how many tickets are submitted/completed on an hourly basis, and then be able to see that over longer periods of time.  It would help to have this information be exportable to a CSV to be able to do higher level analytics. This information would be used to better understand when I need additional support on the service desk, look for trends, and possibly start predicting when we may have spikes in tickets.

When a user submits a ticket, is there a way for them to see all assets listed in their assigned room so they don’t have to pick from a list of models they’re unfamiliar with?I always find myself unlinking the asset from the ticket and selecting the appropriate asset assigned to their classroom.IIQ already knows what’s in the user’s assigned room because that’s how I quickly link the new asset.Can this feature be enabled upon ticket creation?

How do I create a preventative maintenance ticket in iiQ? Thank you. 

Is there anyway that I can tag users with custom tags so I can easily filter out certain users from views? We have a bunch of early grads who stay in our system and a several out of district kids who come here for one class. I was wondering if I could filter those kids from custom views like kids who don’t have devices checked out because those kids won’t have devices. I thought I could use the internal notes field but I don’t seem to be able to filter based on that.

I am curious if it’s possible to create an action that will pull a part from inventory?For example, a damaged/lost chromebook charger. If i select my custom action “issued new charger” is it possible to have it pull a charger from inventory? This would expedite the process of these tickets because then you can work multiple tickets submit the action, pull the part from inventory and resolve the ticket at the same time.  Thanks

Is there a way to create rules based on survey results? I am not sure which trigger to use, but I want to create a rule to email me when survey results do not meet certain criteria so I can follow up on the ticket. 

Hello IIQ Community!  First time poster here.  One of school librarian’s asked if there’s a report that they can run that will give them the device check-in log, so that they can see the devices that were checked in and checked out each day.  Is that possible? I wasn’t able to find a pre-built inventory report like that.  Any help you can provide is appreciated.  Thank you!Best,GavinGavin Maedahe/him/hisInstructional Technologist, SSFUSD

I know we can create a view and report of users with multiple devices, which is helpful, except every student here has a laptop and charger assigned. Therefore every student shows up in this out of the box report.Can we apply a filter to say show me users with multiple assigned devices of Category “Laptop”?Or can we say show me users with multiple device when the count is greater than 2?this would then give us an accurate report of how many students (or staff) have multiple laptops signed out.

We are looking to make our toner request for printers system better. One of the issues we have is that there is no forced option for the user to tell us what toner they need. Yes, there is a text box but in our experience, users will do the least work possible when submitting a ticket.  Is there a way that I am not seeing to force a specific set of questions for specific issues? For example, if they put in a ticket for a color printer, they must check boxes on what color they need?

I have literally every notification box checked to receive  emails for tickets but for some reason i am not receiving emails for submitted tickets. it looks like i will get emails once i assign the ticket to myself and updates but not without first assigning them to myself. This is a little inconvenient since i will have to periodically check to see if tickets are being submitted. is anyone here having this issue or has found a solution?

We have staff or students who have left the district. Even though we are updating info in our SIS they are still showing up in IIQ as active. Is there a setting for when the sync happens it moves these to no access?

We are just getting started in using Events and the first thing I saw was that I can only integrate a single calendar from our existing Google. That won’t do us much good since we already have multiple calendars spread across the district. My work around that came to mind was to create a new master calendar, and then see if I could get the Events created in IIQ to write back to that Google Calendar, then write themselves to the already existing multiple different calendars based on the Building/Location/Room. Has anyone tried to accomplish this? Searching Google Admin options didn’t seem to be very promising.