Ask the Community

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

Dear IIQ community, Can someone please advise how I can disable the feature that makes the system services to resolve tickets that have no activity for 5 days? Thank you.  Jean  

What is the easiest and fastest way to checkout multiple assets to a single user?  i.e.  a classroom set of chromebooks to a specific teacher

A student withdrew from the district three months ago and was deactivated through the integration with our SIS. I needed to determine whether the student returned the laptop. The student is no longer in a list of users. I can’t find him using the SIS = inactive filter. We happened to have an external database that is linked to Active Directory, so I was able to look up the serial number and find the device is still assigned to the inactive student in IIQ.. How can I go about running reports or filters to find withdrawn students and whether they still have a device assigned to them solely within IIQ?

Since we are a school there are some tickets that were for a previous school year that just need to be cleared out without notifying the user. Is there a way of doing this?

Good Day,Is there a way to pause the sync in IQ Apps for Google and Infinite Campus during the summer? The issue is once an end date is applied to a student in Infinite Campus, the student disappears in IIQ until the next year becomes active. ThanksKeith

Does a user get notified if an agent deletes a ticket they submitted?

I had a request from a user wanting to know if there was a way to bulk print invoices for remaining fees owed at a site.

When adding a purchase order, a file can be uploaded for both the purchase order and the invoice.Can another file upload filed be added to upload a quote or another relevant file if needed to be associated with that purchase? 

Can anyone best describe how they set up permissions for Building administrators that are building specific?  It looks like a permission policy needs to be created for each building that is “building specific” for them to be able to oversee the tickets at their location? Just checking as this would create many policies for us. Thanks,Matt

The majority of password reset requests are from staff who do not have access to their email because they cannot login. Can the “forgot password’ button be hidden or removed? If not, can the Help is right around the corner! dialog be edited to refer them to a different option?

Is there a way to add checkbox into the problem description of a ticket.  I want to create tickets for my data clerks throughout the year and want them to check off that they have completed the 10-15 items that are on the ticket.