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We have many students who are entering tickets and will change the “Edit Requestor” to myself, the Agent. Is there a way to create a rule that when they do this that it would automatically set back to them and only them as the Requestor? I have other tickets that have rules associated to them and they will not fire off because I can’t select myself as the “Requested For”  filter option, it doesn’t exist.  I hope this makes sense.Thank you.

We are using the Deployment option in the Rollout Scount app. When I enter a device to be checked out to a student who already has a device it gives me a message, Maximum number of assets ( 1 ) for Student [NAME] are already in service.To continue, please authorize. How do I authorize?

Would anyone happen to know how to edit assets in bulk?  For example: Books.  If we have 30 of the same book, but need to edit all of them at once, is there a function for that?  Right now we have to click on each book one-by-one to edit all of them.  Extremely time consuming.   Deleting the assets, then cloning again won’t work because then we will lose data such as which staff books are assigned to.   Thanks for reading and helping1 

When a user clicks “Create Ticket”,  they are presented with devices assigned to them (which is nice), and below that is a huge list of device categories.   This list has 32 options!   Way too many.   How do I customize this list?    Thanks,

Is it possible to provide a user with a knowledgebase article that could resolve their problem before they submit a ticket? If they can fix it themselves, this might stop unauthorized tickets from being entered. Though I could be wrong, I seem to remember that the pre-entry prompt was anticipated during our onboarding.Currently, after a ticket has been entered, if a problem matches a knowledgebase article, a link to the article is displayed at the bottom of the page. This is only visible if you scroll down, but I'm assuming that it depends on the zoom level of your browser. At the very least could that post-entry link be moved up higher on the page so it is accessible if a pre-entry prompt is not possible?

Is there a way to recover a deleted part to keep all it’s usage history? I was trying to adjust inventory and accidentally deleted the entire part from inventory when just trying to cancel the adjustment. 

Though I didn’t see it included in the API list, I was wondering if there is an API for Kaseya. If not does anyone know if this is in the works? Thanks!

Hello everyone,As we look at summer projects for our IT Department I was wondering if anyone has found a way to enable students to self-checkout from a common device cart?We are a 1:1 district but our Middle Schoolers have a habit of leaving devices at home. It would be nice to have a cart full of computers that a student can walk up to, scan their ID and the Asset Tag of a device, and then walk away with a spare checked out to them. We do have Rollout Scout for our district, but I can’t think of a way to set up a kiosk mode with that or any of the other check-in/out options in IIQ. Maybe having a service account with only device assignment permissions set up on a Chromebook on the cart? We have a barcode scanner that could be mounted to it and configured as always on.I would shy away from any non-digital options since they can’t be well managed and are prone to worse errors than digital scanning methods (trust me on this one). I’m not looking for a paid option since this would be a sm

We just recently acquired and rolled out the software in our county. I’ve taken charge of creating workflows from ticket submission to billing. We have created statuses but some of the status equal similar analytical calls. We dug deper and found a default workflow template that seems to set the determining resolution:  So my question is can we change these to reflect this: As you can see by the color indicators our pipeline in analytics picks up alot of ‘waiting for requestor’ and ‘in progress’ time. Obviously we can change parts of our workflow to equate different things to create a better analytical pool. Can we program the title of the resolutions to curate our analytical profile better? To show ‘pick-up for repair’ as ‘delivery time’ in analytics? The slide is old as we have added ‘Out for delivery’ after ‘vendor repair complete’. We are trying to get a better read on the amount of time a device is out of circulation with in our processes. 

I have (4) sites that all have different working hours that don’t all line up with the 7a - 3p default. Is it possible to have each of my sites set to different hours? 

Is it possible to insert images inline within  a comment or text snippet?

Good morning all,  I was wondering if there was a way to pull PDF’s that have been attached to tickets in bulk. We are wanting to pull every pdf that has been attached to a ticket to review certain materials.  

Does anyone have any issues seeing all users when checking out devices on the mobile apps? When we go to check-out, select an asset, we can’t see students when we search users. Happens on both Android and iOS.

I created a when “updated” rule that will assign a ticket to a specific team and change the status when a resolution action is preformed. The rule works when the action is preformed, but any further updates to the ticket will retrigger the previous action again and cause the ticket to loop. How can I keep this from retriggering the rule? 

Can data for custom fields for assets be imported?

In our district we use charging carts for our chromebooks. These carts are tracked as an asset. In our previous help desk system we were able to assign chromebook assets to  cart asset within our inventory. Is there similar option available for Incident IQ?

I have an agent who cannot see the unassigned queue. If we assign a ticket to them they can see it and if they unassgn it from themselves they can then see it in the unassigned queue. Any ideas why they are unable to see the tickets until they are assigned to them and then unassigned?

Hello. I know that there is a timeline filter for the Owner Change Date and it asks you to select a range. However I just want that exact date as a column in my search results so that I may export it as a piece of data (field). I am tasked to report out the exact date assets was assigned to all our faculty.Not sure if I missed it in the filters, but if you could pls point me in the right direction.Thanks,Maggie NgParsippany Troy Hills School District.

We are looking for a way to provision user accounts with one ticket, in which multiple agents perform portions of user account provisioning. For instance, one person creates the initial account, another person creates an account in the student infromation system, another person creates an account in the papercut software for printing, another person creates the users phone extension/voicemail ,etc.Is there a way for multiple agents to work from the same ticket? Or a way for a ticket to move on to the next agent in the workflow of account provisioning?  Hope this question makes sense.

I know I can create custom views, but it can get tedious to have to do it for multiple technicians. It would be nice if I could search for an Agent, and then click the “Open Tickets” section within their profile.  Is this a feature that I’m not finding, or should I add it to the Ideas section? Thanks.   

Hi all!I would like to send out a notification from IIQ to PARENTS when students’ devices/assets have been returned/checked-in. So far the only way that I know of to achieve this is to use RULE. HOWEVER, I am running into the following problems:Students email accounts in grades k-5 are not set up to receive emails due to security reasons. There is no option for me to create a rule that would send the alert to parents/guardians. (I have submitted a ticket to IIQ admin to see if this can be done). I can assign assets to parent users and make them “assignees”. Is there a way to assign 3000 devices to 3000 parents by uploading a CSV file? That’s it for now.Thank you!Jean

The way our IIQ is set up, each agent receives an email every night for each ticket that has been open for a while and is awaiting resolution. So, last night I received 17 email notifications at 12:25AM with the subject line “Attention: Help Ticket Awaiting Resolution.”I can’t find anything in the administration settings to change this notification setting. Can someone tell me where I could find this? Thanks!

Hello,We love the Google device integration that exists with IIQ that allows us to disable / enable a Chromebook from within the platform. Likewise, I love the new rule engine feature that allwos me to automatically disable a Chromebook the second I change it’s status from In Service to Missing or Stolen. This allwos bulk disabling of devices vs manually clicking the button for each device. Anyhow, we have a small fleet of old Windows devices that we just converted to CloudReady/Google Flex devices. Basically they now primarily function as a Chromebook and appear in Google Admin but we do not have the ability to disable / enable them or get any of the data passback in IIQ like they were a “true” Chromebook. Does anyone know what fields need to be updated in order to get this syncing? Is it possible? 

How can I create a custom view for all open incidents that are not in a work package?My current “All open incidents” view is a bit cluttered with many things that are honestly being tracked via work packages. I would love a view to see all of my incidents assigned to me that are NOT in a work package. Is this doable?  Thank you. 

We have Microsoft Onsite Active Directory (v2) IIQ App installed, however when our staff change their password, they lose access to IIQ.  We had our sync setup to run dialy, but since we have over 2000 users, not sure what best practice or suggestions are for a sync schedule.  I was looking at running every 30 minutes, but was told we should not.  What is everyone else doing, or are you just telling them, that after a password change, you can not use IIQ for until the next day?