Ask the Community

Hi!  Looking to find out if anyone knows if, in Analytics Explorer, the “Ticket Resolution Over Time” section includes any “on hold” status of tickets? Wondering if when a ticket is put on hold, the “clock stops” for that ticket, and any time spent “on hold” is excluded from performance calculations.  Thank you!

When deleting a ticket, does the person who submitted it get a notification?We have a backlog of a few tickets that were duplicate issues already resolved and I’d like to just delete them - but don’t want to do so if it will generate an email to the user and confuse them.

Based on the “PowerSchool SIS - Configuring Settings” guide, we should be able to associate Rooms with users. Unfortunately when we try to configure the App, that option does not exist. Is this a change to the app that isn’t reflected in the Guide, or is there some other issue?

I am starting to set up our Audit Manager and have scheduled a monthly automatic verification and a yearly in person verifcation schedule for our chromebooks at the high school.  We have started to go through the list of failed verifcations and check what those students currently have.  When checking their devices we manually verify those devices but they are still showing up as failed verifications after we add it manually.  Do I have something set up incorrectly or does it take a while for the system to change their status?

Scenario: You receive 2 separate tickets on the same problem, but  from 2 different aspects of the problem. So they are related, but not identical. Question: Is there a way to link these 2 tickets together for troubleshooting and resolution?

I am looking for the ability to allow specific staff to view the Google Device Data when viewing Chromebook assets. I’ve looked through the permissions but I haven’t been able to find anything that allows this through testing. I’m also looking to allow the same specific staff to enable/disable chromebooks and I see the checkboxes in the permissions but it doesn’t seem to do anything when checked.Any ideas would be helpful, thanks!

The time is coming up for the need for the Analytics Explorer and I am having a hard time trying to get analytics on “Tickets that triggered the stale rules” that we have set up. When I use the “Is Stale” filter, it only gives me open tickets, not ones that may have been closed but triggered the stale rules while they were open. Is there a way to filter that out to get a solid report? Originally I set the rule to add a “Tag” to any ticket that triggered it, but that caused the ticket to no longer be stale since a Tag was added to it, so I can’t use that to get the info.Ideally I would like a way to get a view/analytic report By Agent, ticket counts of how many triggered our stale rules (and even more ideally, specific rules, because I have multiple levels set up at different intervals). 

Since the most recent update to the mobile app, when a technician is trying to close a ticket, it asks for a labor rate.  I have no labor rates on file so it will not allow the ticket to be closed.  How do I disable this feature?

Grandview Heights Schools would like to offer our space for an in-person Ohio IIQ User Group Meetup.  We have hosted other vendors in the past for in-person meetings among Ohio users and vendor staff and have found them to be an excellent way to learn from one another.   Would IIQ be interested in hosting an Ohio User Group at Grandview Heights Schools this summer? Thanks,Chris

I just purchased 400 Chromebooks.   They were purchased wtih a grant and need to tracked with the funding source field.   The Chromebooks have not yet been added to the Google Admin Console, so they have not synchronized with incidentIQ to have them automatically added.  I have a spreadsheet from the vender with all of the serial numbers of all of the Chromebooks.  If I import the spreadsheet with the funding source assigned prior to them being added to incidentIQ via the Google Devices sync, will it just update the ones I import or will it create duplicates.    I do have the Google Devices app set to “Update Asset”, but it doesn’t seem to work.The reason I am hesitant to just try it is my secratary had added a single chromebook and assigned it to a user prior to it being added to the Google Admin console.   After it was added via the sync, it created a duplicate instead of updating the one she added.   I thought maybe there was a typo in the serial number, but when I

We enabled the version 2 of the menu bar. When switching from ticketing to facilities, it used to change from Blue to Green. Is this going to happen with the new menu?

Recently we were doing an in person audit with our Intermediate school to test run the process before we roll it out to everyone. Our media specialist wanted a report to be made with each students Homeroom to see which Homeroom hasn't completed the audit yet. I can see an option for Homeroom mapping when i go into the settings of PowerSchool but there is nothing that comes up when i export a list of students. Would this be on IIQs side or would we have to look into it on the PowerSchool side.

Is there a way to set up a ticket status that would trigger an action when set. For example a status like “1st Violation” - Then it would disable the device (using the Intune integration). Even better yet, allow us to schedule an action to re-enable the device x days later or even create a re-enablement ticket.

So, has anyone figured out how to use user attributes within an asset view? I have mapped custom fields that show a person’s job title within their user page.   I would like to create an asset view that shows me a device assigned to a user and allows me to filter on these attributes but the attributes aren’t available in an asset view because they are user attributes, and not asset attributes.   is there any way to accomplish this?   Thanks for any advice you can offer. 

What happens when agent user profile is deleted?  Are tickets attached to the profile deleted as well? Thanks!

I recently was inventoring our office using the batch check in/check out and didn’t realize it automatically changes the status field to “In storage”. Is there a way to see what items were changed from “Parted” or “Broken” to “Instorage” so I can fix those? If not I guess I will just have to rescan them into their own batch and fix them that way. I see the option to view items that have status changed but I don’t know if we can go even deeper than that or not. Thanks!

Happy Friday! We are having an issue where one of the custom Tags we created has been deleted. I am trying to investigate specifically how this happened, but do not see any option for viewing changes to our iiQ environment. Is this a thing? Thanks in advance.

We’re in the process of rolling out iiQ ticketing to our district. In our previous system, we used teams in a similar fashion as we plant to in iiQ, however one thing that’s different is that we made team assignment required, and the agent had to be a member of the assigned team in order for the ticket to be assigned to that agent. I noticed that in iiQ this doesn’t appear to be an option. I’m able to change the assignee to any agent on a ticket no matter what team the ticket is assigned to. Is there a workaround for this?

We will be new at using this system this year. As we work out the scenarios and procedures we are trying to figure out systematically how to maintain record of loaners for DAILY “forgotten devices” .. I believe we only have two options:(1)  Manage them directly from the Spare pools or within check-in/out   (2) Create individual tickets for each student forgetting their device, then issuing the spare within the ticket.  We find option 2 the most time consuming and likely difficult to process.What is your process? Thank you in advanceMatt

Has anyone else been having an issue with spare pools where the dashboard shifts to the right and cuts off the check box. It is fine when we are on the first page but when we adjust how many things are on the screen or go to the second page it happens.  Here is a screenshot.  

We’ve recently switched to IIQ as our helpdesk. I’ve committed myself to doing the hard work of setting it up well from the start so we don’t lose effectiveness and efficiency over time. We’ve struggled a little getting use to a different layout. One thing that catches us is the granularity of IIQ. This is one on the reasons we liked it but we’re finding setup can be a bear. We recently realized that our Resolution Actions were set to whatever the issues defaulted to (which doesn’t appear to have any rhyme or reason). If we added issues, not even custom issues, no resolution actions were assigned. This was having a negative effect on how we were resolving our tickets.I found the article in the knowledge base “Editing and Creating Custom Resolution Actions” which helped me add some custom resolution actions and informed me how to update others. Adding Resolution Actions turns out to be quite cumbersome. After a consideration for my time and a discussion with my team, we decide

We have been using IIQ for help desk management and have separate remote assistance software. We have used TeamViewer in the past and are currently using Dameware. We would like to utilize remote software from within the ticket itself and would love any recommendations for currently available integrations with IIQ. 

I’m sorry if this has been discussed but I was wondering if there was an automated way that we could have a student’s account throw a flag up if they try to get more than two loaner devices per week.We have a massive problem where students won’t bring their loaners back and it’s causing a deficit in our loaner pool. This can lead to kids who generally use their personal device and need a loaner Chromebook for testing, unable to receive one due to none being available. We implemented a “2 loaners per week” policy to deter some regulars but it can be hard/easy to miss if there’s several kids in the room being helped. The limit we introduced has brought out loaner pool back to half instead of 0 like it was before.Ideally, it would be nice to have an automated system where we could limit the amount of loaners per week and it would automatically reset the “flag” at the end of the week. Certain limits associated with students who have loaners out for excessive amounts of tim

Starting today (Monday 3/20/23), email from IIQ for new tickets appears come from the ‘System Service’ account, instead of the user who submitted the ticket.  It was very useful to be able to see who the ticket was from in the inbox, without opening the message.  Is this a setting somewhere that can be changed back?  vs. 

Hello, When trying to import assets, iiQ skips all records with the message:  User does not have 'assets.create' to LocationId Also, some records say “Model is required”. That issue applies to items where we want to track the maintenance being performed, but there is no applicable model number for the asset. Any help would be appreciated.