Ask the Community

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

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? 

Without having Edit rights, our users can not assign devices to a room.  We do not want to give them edit rights because they can change the funding source (ECF, ESSER,etc..).  Pull the room location out of the edit rights and let users “assign” devices to a room location within their school

LOVE the new KB enhancements - can we see these same options integrated with our Support Ticket comments and the email notifications that users receive?

I want to add requestor name and ticket id in the email and or subject line of a stale ticket notification. I can’t find anywhere telling me if this is doable or not. I also would like to be able to see a sample email before activating the rule.

Is there a way to bulk Unassign tickets from a specific agent? Not a team, just from one agent.

I am making a custom field for devices called Kiosk Mode. The goal is to affect the OU placement of devices in our Google Device sync based on the value of this field. Since I cannot filter by “field not set” the options on the select box are: - None - Kiosk Mode This allows me to edit our Google Device general settings so that if it is set to None they sync to the regular OUs and if it is set to Kiosk Mode the device will move to the Kiosk OUs (by school).But, I need to ensure devices being created have a default value of “None”. Apparently an Asset on Create rule can’t set custom fields.So, without the ability to filter by “not set” and without the ability to automatically set a custom field’s default value (either via a default value feature which doesn’t seem to exist or via a rule which doesn’t seem to exist) I’m dead in the water on this little change.I could set the filter on each OU placement rule to EXCLUDE Kiosk Mode… but if

Is there a way to filter by user permissions?  We are a large county with 90+ sites and I need to see who has “CUSTOM” permissions that we’ve created for different user groups throughout the county.  I can’t find a way to do this.  Thanks.

Is it possible to attach an asset (provided the client only has one) to a ticket via ticket template? I don’t see a way to do that (though I do see a way to change the asset status.) I’m looking at that before writing something myself to the API.

We have several new staff members districtwide who can’t see class schedules and rosters through iiQ. We use Ascender SIS, and they’re marked “Active” in the gradebook and employee portal, but are still showing inactive in the sync to Incident IQ. The only reason we can think it would do this is because they haven’t received a paycheck from our district yet, but it’s really inconvenient to wait until September 15 to see if that works. Is there any way to change where Incident IQ pulls employee status in the Ascender Sync so we can link schedules and rosters?

I am trying to get into IIQ from Google Chromebooks what the total amount of RAM they have installed is.  We have purchased some with 4GB and now some with 8GB and I want to be able to tell them apart based off the RAM.  I have setup in IIQ in the Google App to sync the SystemRamTotal to a new custom text field I created called Total RAM.  I am just testing this with a few devices, doing the asset Push Data from the Google device data sync (i don’t want to run a full Google Sync during our school day the first week of school) and I am seeing the custom field but it is blank, nothing is coming over or populating from Google.   Here is what i setup in the Google app in IIQDoes anyone have any ideas or see what I am missing to get the RAM amount to sync over?  Thanks

Is there a way to customize the initial 5 Ticket Types in the ticket creation menu?

We just changed up how we are running device handouts in our district for 5-12 graders, they will be getting their devices checked out to them for 4 years with no check-ins during that time, we are relying on audits to keep them in line. What we need to know is if there is a way for the device to follow the student based on the students location data? We have kids that transfer schools mid-year or the usual route of going from middle school to high school and we need these devices to automatically change their location when the students location changes. I’ve looked through several articles but I was unable to find any specific documentation or process on this.