Ask the Community

I am trying to see if it’s possible to make certain assets visible to a select group of users. I have a department that wants to add equipment to IIQ( which I can do) , but I need to make it only visible to that departments users. I first thought maybe create a team for that department but I can't find anything that would suggest we can narrow those assets down to be visible by only that team. Alternatively, I thought maybe make a certain user group ( ie: agent, guest, etc) and go from that angle? Or is it possible to make certain asset groups only be seen by certain users, maybe edit each users permission in that department to see that equipment. Thanks in advance! 

How can I create a report of the top users that have had tickets created for them or by them?

I would like to be able to send a Knowledge base article to a ticket submitter.   What is the best way to do that? 

Can we just instead default all resolution actions to a text box that agents can fill in with text snippets maybe? Trying to figure out how to make the resolution process go faster and having to click through actions is taking way too long.

I want to just have a box that has some details in it. Nothing the user can edit, just an FYI of sorts. It would be visible on the final step of the ticket creation process. Thanks.

I am looking for a way to pull the disk space usage from the System activity and troubleshooting  section in Google Admin. It would be nice to track how much of your disk space is being used on any given Chromebook. We are constantly having to clear profiles from these devices. Does anyone know of a way to use IIQ’s Google Devices App to pull this info from Google Admin?Thanks.

We don’t need all these questions to be listed on this screen:How can I remove some of these questions? For example, the request for a room number? Can I edit the text that appears there? Can I add my own questions?Thanks.

We have three types of devices (“models”).I want to create custom issue categories and issues that apply to ALL three.Can I create these and quickly apply them to all three models at the same time? Or do I need to click into each model from the Issues page, click the Issue button next to each model, and click “Add New Issue” for each one?Thanks.

I’d like to create my own parent categories that can be selected when creating a ticket.Do they have to be nested under an IIQ-provided category to be visible? (e.g. Computers, servers, etc.)Or can I create my own and have it placed under Other or someplace else?Thanks.

I just created my own model category, and I see that it asks if I want to upload an image to the model.For fun, I tried uploading one, but I don’t see where this is supposed to be visible? Any context? Thanks.

I’d like to clean up the number of models that we have in the ticket creation wizard. It’s far too many.How can I tell which of these models are considered “active” or “enabled” and which aren’t?For instance, when I look at the asset explorer, if I were to create a new asset, I see this notice:  Where can I get a list of all active/inactive models?Thanks.

I would like to be able to run a report to see dates that each device (especially when multiple devices are involved) was assigned.  It would be helpful in determining which are loaners, and identifying problems.

Is there a way, that I can disable the status change mails for some of the followers ? other than removing and adding them for every status change. There are a couple of reasons for this requirement, one being that even the “waiting on requestor” mails keep popping in the followers inbox, with no recent mail body, but lot of status messages in the email, which simply confuses the end user, who is outside network and are not IIQ users.

Where can I find the Vendor Agreement?

Is there a way in IIQ to automate asset tag numbers when importing assets?

Hi everyone, hope you all are having a good Tuesday. My manager mentioned there’s a way to mess with the calendar inside Incident IQ so that if you’re going on vacation, or going to be out of the office, you can set up your calendar so you don’t receive any tickets. If anyone can vouch for this and demonstrate this for me I’ll greatly appreciate it. Thank you!

Does anyone have any tips on setting up software/app approval process via IIQ? I can’t quite figure out where it would best fit. Looking for anyone else who has done this successfully.

How can I best simulate an approval process flow with ticketing?  For instance, a user submits a ticket requesting a widget.  That ticket should route to her supervisor for approval and then to IT for procurement. Any ideas?

We are having issues with IIQ this morning, it is 8 AM CDT, and we are unable to update tickets or re-assign tickets, anyone else having this issue? The status page looks like everything is fine. Just wondering if anyone else is seeing this?

I am not able to scan multiple devices using Rapid Scan.  The first device scans successfully but additional scanned devices do not create an asset list as shown in the video. There is no error message the scan is just ignored.  Is there a specific setting for barcode scanners?

Hi Everyone, I was wondering if anyone had a way either through a rule or possibly a feature enhancement that I can unlink an asset when it is assigned to a student. We use device lockers in our buildings as swap devices when a student breaks a device. We assign that device to the student and refill the lockers on the back end. Currently we link the computers to the locker so that we can see at any one point what is in the lockers. The problem is right now we have to manually unlink the asset when we assign it or it does not show that it has left the locker. Any thoughts would be greatly appreciated.

HI, I am wondering if there is a way to look at previous tickets for a certain asset? I have been digging around and have yet to find out if that is an option. Does anyone know if that is a thing or if it will be? I am needing to pull a report of all tickets created for a couple assets.   

Here is my issue, we have multiple sites and bring back old retired or damaged devices and then send them to the recycler. When I mark the chromebooks as disposed after google sync it changes their status back to deprovisioned and assigns it back to the last student that used it (as long as their account is active) as well as the original device. I think I figured out the deprovision issue but cant seem to find out how to stop the assigning on retired devices and moving back to the original site. Any thoughts or suggestions would be awesome.

I was reading up on using spare pools and saw something about allowing other users to issue a spare from the spare pool. I went in to the spare pool but could not find these permissions. Also, can a specified user add the spare before the ticket is submitted? When a student comes in with a broken Chromebook, right now we are writing it in the comments and I add it later. This takes time and manging the spares a bit more difficult. Another questions is can we issue a spare to a student for the day? Like if a student forgot their Chromebook and need a spare for the day. Can I assign a specific user to issue a spare for the day?Thanks.

What does DOE mean in this status option?