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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?

Can a “device model” filter be added to the User Explorer? We want to run a report of users who have multiple devices. But that report does not show what type of devices are assigned to the user. 

If a school calendar is being synced, will the courses not show up until the school start date? I can see the courses in the sync but I do not show any courses listed under students or teachers. 

What type of part permission do you give to your agents so they can add a part to the ticket that they are working on but not anything else?

Currently we have QR codes posted around campus that allow students to scan and take them directly to IIQ to submit a ticket. Ideally this eliminates some of the perceived hassle and encourages more students to use and report issues.My goal: I’d like to create separate links/codes to the Ticketing and Facilities sides so appropriate codes can be placed in convenient locations. It appears both sides use an identical address so I’m struggling to find a workaround.Bonus Goal: I’d LOVE a way to create a link/code for a specific ticket type. For example I’d like to post QR codes on all of our printers so that when scanned it takes you to a prefilled ticket (or at least the correct category) so all that’s left is to describe the issue and hit submit.

Hello,I’m looking to see if there is a way to automatically redirect smaller but frequent tickets to a specified knowledge base article via an agent created rule. For example: “Monitor no signal” in the comment box would either have a tooltip come up with a link to the knowledge base article, or if it is possible to email the ticket submitter a link to the article and automatically resolve the ticket without it reaching agents in order to focus on more urgent tickets. I appreciate any pointers on how to implement something like this.

I’m currently setting up our district’s chromebook spare pools. I’ve created pools for all 4 of our buildings but for some reason when I attempt to move devices to the pool for our middle school I’m unable to select the pool in question. I’m only able to select an option that says “[Not In Pool]” while for the other buildings I am able to select that option or a pool called Chromebooks.  I don’t see any differences in how the pools are configured. Any help would be appreciated.Thanks, 

I have created an issue called “Printer Home / Personal”.  Our team does not provide support to home printers.  So, I created a rule that, when this issue is selected, it will cancel the ticket and sends a polite email to the Submitted By person that states we do not support home printers.  Here is where the problem, comes in.  The rule will cancel or resolve (I have tried both) the ticket, but it does not send the email.  I have tried to move the rule around to the top, the bottom, etc.  I have tried to re-order the two actions, no joy.  I am wondering if other things need to be set, like ticket owner perhaps, before an email can be sent. Just to recap, the rule is supposed to do 2 actions based on the issue selected:Cancel (or resolve) ticket Send email to Submitted ByIt is only doing the Cancel/Resolve regardless if its the 1st or 2nd Action.If anyone has any suggestions, I’m all ears!  Thank

I was looking for a way to create a ticketing custom view filtered by followers. Specifically I wanted to create a custom view to show tickets I am following so I can add that view to my dashboard and quickly see the status of tickets I am following.

We would like our students to only create tickets for their own user account and their own location. Right now, we can only assign a policy to all students that gives them access to create tickets for all locations (and subsequently all users). I figure this can be done in two ways: Adding a feature to the current policy editor, or creating a new role based on a combination of their role and location. Is there a way to limit the ticket submission so that students can’t submit tickets for other users or change the location?  Is there a way to assign a new role based on a combination of location and current role (i.e. student, staff, etc)?

Right now our district is using Azure with IIQ and it working great, but we heard that it causes problems if we also want to integrate SCCM into IIQ as well. We cannot find any documentation on this and my managers and I are unable to remember specifics on why this might be an issue. If anyone has any info on this it would be greatly appreciated, but this is not my main question. My main question right now is that once we get SCCM applied to our IIQ account (assuming no conflicts with Azure) how robust is the auditing capabilities of IIQ using the data provided by SCCM. Our district will be assigning devices this year that will stay with the students for 4 years, with no physical check-in at the schools during the summer or holidays like we normally do. We would want to run an audit that would look at the SCCM data and essentially determine if each student is using the correct device assigned to them and when their last log-on date is. I’ve been unable to find any arti