Ask the Community

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?  

I am trying to create a rule that creates a ticket when we are out of stock of parts, but it doesn’t seem to work..  I have attached a screenshot of my rule.  I feel like I just don’t have the logic correct, but I don’t know what I need to adjust.  Can someone help? 

Hello, our team is having an issue with adding tags onto tickets. When clicking on the button to add a tag, the search field does not expand and we aren’t able to see tag suggestions or what we are typing. This is occurring across multiple browsers and devices. 

Hello,My facilities guy here is an agent on our helpdesk (so he can access facilities tickets) but he is also a user who my tech office supports. When he files tech tickets, however, he reports back that he us unable to respond on that ticket because it is read-only to him.I suspect this is because he, as an agent, cannot access and comment on normal tech tickets, but he’s  the one who filed the ticket. Is there some way I can thread this needle in settings?

I want to limit the number of emails I receive. How do I update my email notifications?

I see this is already an FAQ, but I wanted to just post about it since I missed when the permissions to write back got changed. Pre-pandemic, all of our district’s Chrome Devices had their own Cart OU in Google. Then the pandemic hit and all of them got dumped into everywhere. There is no easy way to bulk update device locations in the Google Admin Console, so doing it through the expanded write back options in IIQ has been a huge help for us. It does require quite a lot of setup on the admin side, but it’s mostly a set it and forget it setup. When we first adopted IIQ we were not able to add filters to writeback, it was only Location writes to OU, all or nothing. The addition of filters is awesome. What we are doing here is creating a “Room” with the cart name and Room number for each C

Hi, Does anyone have a list of the TicketActivityTypeId.I’m trying to use the API to find tickets that were marked as resolved and later changed to in progress again.Thanks.       "ActivityItems": [        {          "$type": "Spark.Shared.Models.TicketActivityComment, Spark.Shared",          "TicketActivityCommentId": "6xxxxxxxxxxxxxx1",          "CreatedDate": "2022-10-07T16:17:18.493",          "ModifiedDate": "2022-10-07T16:17:18.493",          "TicketActivityId": "6x-7d46-ed11-xd1",          "ByUserId": "30821cxxxxx-xxxx-xxxx62dbca2",          "Comments": "Chromebook was in my box. Issue was corrected by information below.\n\nPutting back in your box shortly.",          "TicketActivityTypeId": 6,          "ExternalId": null,          "IsPublic": false,          "Meta": null        }  

Is there a way to add “Set Role” under User Explorer and other bulk option actions to customize the view for specific agents? Currently only our IIQ Administrators can view “Set Role” as a bulk option under User Explorer. We have searched the permission settings and allowed “Extended Bulk Options” for our normal IIQ Agents but it does not allow for the “Set Role” option to be visible to them. 

We created a custom field to document repair notes and so that they appear right at the top of the asset page when it’s loaded. However, when I try to import into that field this is the error I receive during import.  It keeps skipping the entry and I’m not able to import but I’m not sure why I cannot just overwrite the existing data? Is it related to my custom field? There’s just no message to help me understand what’s the issue. Thank you!

Can you make it so you don’t get low inventory notifications if you have enough parts at another building?  Example: I have one building that has 2 keyboards and our minimum threshold is set to 5 but I have 20 more keyboards in stock at another location.  I get a low inventory alert at one building because they are below the threshold.