Ask the Community

I have a ticket (#3581) open with IIQ Support, but it seems to have been abandoned as it hasn’t been responded to or had any communication (other than from me) in two weeks. This is a major problem for us and we need to figure out what happened with this ticket, and how to resolve the issue to which the ticket is referring.

When we first imported all of our assets, we created over 800 model mappings. Now that we have out systems working better, we would like to delete all of those old, outdated mappings. We would like to start fresh. Instead of having to go one by one, is there a way to delete all the mappings at once?

I was just reading through the Rollout Scout enhancements and I found it odd that the Rule requires the Automated verification to be toggled on. If we are physically checking in/out devices with Rollout Scout, why would we not allow it to verify on a physical verification policy? Having it only work on an automated verification seems like the opposite of what we would be doing when using Rollout Scout.

Hi All, I have a fairly specific task I am trying to accomplish and I haven’t been able to find the right options to make it work. Here’s the details:I have two teams: “HR Investigations” and “HR Changes”When a ticket is created for HR Investigations it gets several subtasks for that team. After the investigation is complete, one of two things happens. Either the HR Investigation team resolves the ticket on their own OR the ticket is passed to HR Changes to complete other tasks. It’s at this point I’d like a rule to create additional subtasks when the ticket is passed from the HR Investigation team to the HR Changes team.I haven’t found a way to do a trigger “When Team switches from XXX to YYY”. I tried using the “When Ticket Updates….” trigger and selecting Team= HR Changes but that resulted in subtasks being generated over and over on the same ticket so that wasn’t any good.Any suggestions on the easiest way to do this?Thanks in advance! 

I’ve been using IIQ for many months now, but today it seems that the adding Actions to a ticket is not working, which also means that I can’t resolve tickets because an Action is required. I tried logging out and logging back in, but the issue persists. Any help is greatly appreciated!

Our district just ordered several iPads (10th generation) but I noticed Incident IQ does not yet have this included in their list of available models as part of the global Incident IQ Catalog. We can create our own model for it, but then, after Incident IQ gets around to updating the catalog, we’ll have two categories with the same name. How often does Incident IQ update the global model catalog? Thanks.

I need to move the ticket along from myself to our tech department.  

I am looking to set up a rule so that any time a chromebook is placed into a specific asset status to automatically deprovision the chromebook in google console.  For the rule, I used “Asset” when “updated” and the only options I found was to wipe device. Does anyone have any idea if this is possible? Thanks! 

Is there a way to, within a ticket an agent is working, assign a new or loaner device and have that record as an action on that ticket?Scenario, a teacher walks in with a broken screen. The agent creates the ticket for them, takes the ticket, confirms the issue, and proceeds to assign them a loaner device.I was hoping they could, within the ticket itself, assign that loaner. Then the ticket could show that in the timeline. Maybe it would even add a resolution action somehow. If this isn’t the workflow then what should the agent be doing in this scenario?

Is there a way to run a daily report of new users added to IQ?  I’d like to be able to see when an account is added so that I can create a deployment ticket to get devices and equipment quickly checked out to them.  I’d also like to be able to limit the report to either student or staff as needed.

Is there a way when creating a custom view for multiple devices to select a quantity? Each user is assigned 2 “devices” a laptop and a charger. so when i am using multiple delives i see all my users. i want to see who has 3 or more devices assigned to them. Thoughts?

Hello! We are currently creating audit policies using Google data for automatic verification in our Chromebooks. However, we would like to expand this to include our other devices, such as Windows and Mac. Specifically, we want to know how to use Filewave data for auto verifications.Currently, we only see the option to use Google Devices. Is there a setting that needs to be turned on in order to see the option for Filewave? Thank you. 

I can’t find how to provide permissions for our agents to verify an asset.Right now, if they multi-scan they can verify multiple devices but if they look up one device the option to verify doesn’t exist. What am I missing?

We have an issue category (“Loaner Pool”) that we use to issue spare equipment. For example, a student walks in and needs a spare charger for the next period… we create a ticket for a model (e.g. “Apple USB-C Laptop Charger”) without specifying a particular asset and issue a spare from our pool.This lets us track who has which loaner device, while also making it easy to not create a history of tickets that are, basically, irrelevant to, say, their laptop (there was nothing wrong with it: the problem was with the student forgetting their charger).To close these tickets, we have to both return the asset (of course) _and_ ignore the requirement to select an asset.I can see in Site Options where I could turn off “Require Assets to be Confirmed” for _all_ tickets. But that seems… *bad*. I just want to turn it off for those tickets in the Loaner Pool category.Ideas? 

We have a need to show that we’ve checked out items such as a stylus, a charger and a sleeve/case to a student or staff member.  How are others handling this as IIQ doesn’t support this natively?  At present we have designed a powerapp that integrates with IIQ and a custom field for each item.  Ideally I’d like to be able to add these as parts and check them out that way so it has a nice inventory record, but we haven’t been able to do that yet. 

Where are the instructions on changing a person from staff to agent.

We have had some issues arise that we need to be able to merge the user and ticket history on duplicate devices due to CloudReady Chrome devices were updated and the CloudReady Serial number (Mac Address) was changed to the actual Serial number of the device by Google updates. Support was able to merge the bulk of these devices but do not seem receptive to merging stragglers that we find after the initial merge.  We are told to search our deleted devices in iiQ for the same asset number.  This is not ideal at all.  Since we are able to merge users at Admin Level, I feel like merging Devices should not be an issue.  ??

Please add the function to allow agents to forward new emails coming in to an existing ticket when they are related. Users do not always reply to the ticket already made. 

When working with multiple assets, using a scanner to create a list of specific items is amazing. Then you can bulk update. However, if you don’t have a scanner handy, how do you search for and create a list of multiple items that can be bulk updated?

If it isn’t already available, I would like a way to take my custom view and sort it by “Location”, and then each location by “Submitted”, so when I go to a location, I can more conveniently see the oldest tickets first, instead of looking for them. Any help is greatly appreciated, and I apologize if this is a duplicate request.Cheers! 

So we are working on setting up where someone can email to create a ticket and are wanting to implement a rule to assign to a team/person based on subject or body keywords. Is there a way to add more than one word in a single rule or do I have to keep writing OR statements?  

We are trying to create a rule to assign tickets to the most available tech in a specific team at a specific location and I cannot quite figure out the logic on it.  We have 3 locations with 2 techs each.team 1 @ site 1team 2 @ site 2team 3 @ site 3 we want to assign tickets for site 1 to team 1 then to the  most available tech for that site . The same for the other 2 sites. I am trying to keep this all in one rule but I am un sure of exactly how to lay out the filtering. Any help would be appreciated. .  

Can IIQ asset be used for management/ check in/ check out for Band and String instruments? What would that look like? Do we need custom fields? Has anyone done this with instruments?  Also, is there a way to auto generate an email to parents when an asset is assigned to a student?

Hello,We’re very new to IIQ Assets.   We’re trying to develop a process to enter new assets as they’re purchased, and then assign an asset tag, serial number and location as the assets are deployed.We’d like to use the purchase order number as part of the temporary asset tag until the asset is deployed and an actual tag is assigned.   I have entered two assets under this scheme, but now when I search, only one is returned.I’m using the following as the temporary asset tag numbers:2302962-12302962-2When I search for 2302962 only 2302962-1 is returned in search results.  I’ve also tried searching for 2302962@ and 2302962% based on a wildcard post from the community - no luck with those searches either.I’ve also tried using asset tags 2302962X1 and 2302962X2 in case the hyphen was causing trouble.  No luck.     Even if I search for the full asset tag number (2302962X2), I cannot pull up the asset in search.We’d like to be able to search for the PO number (temporary asset tag) and have all

One issue I'm having is when I select the issues under the default category, they do not appear when I create a ticket, but if I manually create a Category and add issues, they appear when I create a ticket. What am I doing wrong? Also, I would like to have the ability to edit the default Categories.