Ask the Community

Anyone have support survey questions that you use after tickets are completed that would like to share?

The staff users, which comprise the bulk of our users, don’t have permission to customize their dashboard and filter it by location. The filters that are there are zero help. Am I missing something in permissions that would allow them to filter it by location? 

Anyone having issues this morning?  My Open Tickets is just spinning.  It won’t load so I can submit a ticket to IIQ. 

I am building out a number of asset and ticket views that need to be shared across all of our agents, however only a few of my agents have the “manage shared views” link in the sidebar.   what controls access to shared asset and ticket views?

We have a business need where only certain people can submit tickets to our account management team. With the current configurations of IQ, I have a rule set with a manually maintained list of users, and if you are not in that set of users it sets the ticket status to cancel, and sends an email to inform you that you need to use your designated person. Unfortunately these users are just reopening these tickets and they are getting to our AM team. Is there a better way to restrict users from submitting certain tickets, or a way to make the tickets I close with this rule permanent. Thank you in advance. 

We added BrainPop as a Model for tickets and issues, and the corresponding KB Articles imported.   We don’t want all the default KB articles visible to anyone, they don’t apply but we can keep some of them.  Is there a way to turn off/on a single imported KB article or should we just remove the BrainPop Model from our catalog and add it back as a custom model?

Is there a way to run a report to show users who do not have a device checked out to them, AND be able to export the report?  

I was asked this question by a user today: Is there a way to run reports to see how many payments we took in this week? Any ideas?Thanx

FEATURE REQUEST:  We’ve been enjoying IIQ for a few years.  A new (August 2022) “feature” of IIQ is a multi-window process to add a part to a service/repair ticket.  Previously, we added repair part(s) via a drop-down menu on the ticket screen.  Changing part quantities was rarely needed but was a simple update to a text box on the ticket screen.  Now adding each part requires navigating multiple pop-up windows.  When we click on the Part tool we are REQUIRED to start TYPING the name of the part, e.g. "trackpad". Assuming the part you want is shown, you click the box containing the search result you want then click continue. If the part name is spelled or specified incorrectly you are given no choices. For example, searching for a "screen" reveals no results because we use the Apple "display assembly" term. This difference is easy to identify in a drop-down (multiple choice) list but not in an empty search results box. After picking your part and clicking "Continue" we now encounter a

Our check-our process may be different than others, I don’t know.For various reasons, our students keep the same chromebook year over year.  We have found that the most efficient method of checking out chromebooks each year is to call the students down to the cafeteria by grade level, and then calling them up by name as we come to their chromebook in the stack.  For this to work, we have to know which student the chromebook belongs to before we call the student forward.In years passed, we have placed a physical label with the student’s name on each chromebook and case in order to make this work.  This is very cumbersome, and prone to error.  Because IIQ allows us to check in devices while leaving them assigned to the user, we felt this was an idea solution to our organizational problems at the beginning of the year.The problem we are running into as we try things out is that the Batch Check-Out requires that we scan the Student first, then scan a device to the student. (this scenario w

Good afternoon,I noticed that my role of guests when completing the remote support ticketing form are able to view ticket details, but those email addresses whom are tied to a parent/guardian role are being asked to sign in. Further, those with the parent/guardian role are not getting an email from the system on ticket submission. I do have a ticket in with incidentiq on this, but I was curious if anyone else is seeing similar?-John 

Hi!I was just wondering how to delete a Spare pool. I created one and it wont show any of the chromebooks I added to the pools, so I tried to delete and re create it, however its saying there's devices still in the pool even though nothing is showing up. Any one else have this happen? 

We recently switched from Web Help Desk to IIQ In our old system , we would generate invoices ( fees) based on parts availability and prices then , once the invoice was generated in a pdf format , we would email to our school secretaries for budget code and signatures It looks like IIQ does not have this “all in one” feature and we need to request parts in the ticket then , have a fee that matches the part # and price I can fee tracker allow you to add a fee if the part is not available in inventory is my question

I’ m aware that Fee Tracker is being evaluated for possibly changesWould it be possible to have access to customize the template ex. , adding a budget code line and a signature line Also , our previous system allowed us to add a custom formula to auto calculate and add taxes to the final fee thanks 

I might be blind, but looking for to set global notifications for our entire district for staff/faculty. This way, we know they are receiving emails (and can opt-out on their own instead of opting in). Thanks for the insights.

Is it possible to add an App for LANSchool Air into IIQ? Is there a process to request new apps? We’d 

Is there a way to allow an agent to choose different notification rules for tickets submitted outside of working hours? I am a director and would like to be alerted via email for new tickets that are submitted after-hours, on the weekends, and on holidays. I monitor my email pretty religiously and would prefer to not have to monitor IQ when it’s rare to find anything come in.

Does anyone have a creative solution to students pulling off asset tag labels? Would love to hear how districts are handling this pre beginning of the year device rollout. Thank you!

What are the Webhooks that IIQ supports for user rules? I don’t see any documentation and only see it for assets and tickets.

The laptops we have are currently searchable by either serial number or an asset tag we provide.However, on the bottom of the device there is a scannable field for the device serial number that does have the serial but it includes other data as well.Example:Serial number: xxxxxxxxScannable tag: yyyyyyyyyyxxxxxxxx Is there a way to either add a custom searchable field or to do some sort of substring search for serial number?

Is there a way to have the verification date update when using the Check-In/Check-Out option for asset assignment?

Our school district is brand new to IIQ, and from our training with the people at IIQ to our own understanding of the website we are still having troubles nailing down certain aspects of the site.If there’s anyone that has been with IIQ for a while that has tips for a district brand new to the site that would be great for us to know. If there are any advanced tricks anyone use to streamline the site I would love to implement it if it benefits us!

We have a separate 3rd party maintenance work order system, and folks are entering maintenance orders in iiq instead of the separate system.We are also automatically assigning tickets based upon origin of tech ticket submission.So, anyone know of a way our support techs could respond to the email notification that a ticket has been assigned with something simple like adding - maintenance - in the subject?Then, a rule is fired (based upon that email response) that automatically closes the ticket and the end user receives an email stating ticket closed and here’s the link to the maintenance system? 

Is there a way to set it to where you have more categories when viewing all tickets instead of it being just Description, Priority, Status, Requested by and Assigned to ? I want to add Location to this so I can see where the ticket is at before clicking the ticket.  and Not A filter either. 

We are using Policy Manager for our Digital Agreement process. Once you have confirmed, the box no longer pops up.  I can I reset it to pop up for the new school year so students can confirm responsibility for the device received this school year?