Ask the Community

Hello there, I’m trying to determine if it’s possible to create a filter view to locate Facilities tickets that have a nonstandard part supplier with certain names (e.g. Home Depot, etc.). Failing that, is it possible to just run a filter view that has facilities tickets for a specific agent that also has a criteria of having a part added? That would help narrow it down at least.

Is there a way to filter surveys by ratings? I have been able to filter by agent, but would love to be able to filter by the rating, for example see everything that was rated 1 star. 

Hi! Is it possible to access the Knowledge Base to see public KB articles without having an IQ login?  We would like our end users/requesters to have the ability to seek self help articles prior to submitting a ticket.  

Hey there, I have work flow currently set up where if a ticket is submitted using a specific issue type, 3 sub tickets are created and assigned accordingly. Templates, rules, etc.… all work well. However, I’ve been asked to include subtasks to each sub ticket to make it easier for the requester and followers to monitor the status of the project as a whole.So far, all attempts to generate subtasks to sub ticket have failed. Is this even possible?

Is there any way to set the audience of the Announcements from the app? I would like an announcement to go to just Faculty and Staff, but not students and vice versa. Thanks for any help!

With all of our automation software running at full tilt first thing in the morning, we would like to have iiQ pull from Azure at about 8:45 AM instead of 4:00 AM. Right now it is pulling so early that it’s not getting updated information from Azure for the day we are entering into.  We need a way to time our updates and syncs so that nothing is left behind waiting for the next day. The question here being, is there a way to do this currently?

Can notification settings be adjusted for specific Roles or groups of users or is this only adjustable individually by the user? 

Is there a limit to the number of ‘or filters’ you can enter into a rule? I have a rule setup for emails to create ticketsIn the rule using ‘or when the from email’ is equal to various email addresses.      

I am creating a “service account” for our automation and I cannot for the life of me remember where I can find the UserToken that is required for the header information, does anyone know where I can find it for this service account?

Checking in to see if there is a way to automatically check out linked assets at the same time?  For example, if I wanted to link several assets that belong in a classroom and then check them all out at once to the same person, is that possible?  And then be able to check them all in at the same time?  I had to do them individually in my testing and didn’t see a way to create a rule to help with this.

We received new digital cameras for the journalism classes this winter. Is there a way to attach a PDF of the instruction manual to the model type so when a user is assigned that asset they can see the instruction manual attached to the model type and download if needed? Or, is there a way to add a note to model that will attach to all of the assets of the same model so they can see a link in that note to take them to a website for some tips and tricks? Thank you.

When we scroll over a ticket with subtasks/sub tickets they popup. It is pain to get them to go away.You can’t see the ticket below the one with subtasks.  Is there anyway to turn this off?  We turned off flyouts, but that didn't work.

Is there a way to sort the subtasks created in a ticket?

Any plans on a refresh of ticket views.We consistently have techs working the same ticket because you don’t see that they picked it up until you refresh the page.Also, after any changes or updates, the ticket count in the side panel never matches the ticket count or the asset count.Ticket statuses don't update if changed by another Team member. For example, I just looked at one of my Team queues showing 9 tickets, all 'In Progress'. I had to refresh the page to see that 6 of those had been closed and there were actually only two active tickets in the Team queue.So essentially, any time we want or need to see accurate information, we have to reload the browser page.

Is there a way to use the Asset Check In/Out function without removing the assigned user during check in? We have student devices that are assigned to students but are stored during the summer and need to retain assigned users while checked in. 

 Trying to figure out printer settings for our Dymo 450 turbo using 1”x3.5” durable labels. The test label I used seems high and not centered. When I choose print it opens up a regular print window not a Dymo one. The regular print window doesn’t have Dymo labels listed. Any suggestions to a new user would be great.  

For rules triggered on a schedule, is there a place that I create the schedule or is it a predetermined schedule and if so what is it?

Hi, Is there anyway to customize the Create Ticket page for users?  It’s this page.  We’d like to have different options or rename them.  Any help would be greatly appreciated. 

I have a couple questions about the Analytics. First what I'm currently seeing happening.When I look "By Agent" and apply specific filters I want, at the bottom it shows me a list of the agents and their ticket count that matches the filters. I can also sort by agent First name or by Ticket Count. If I click on Tickets in the upper right to see the actual tickets matching the filter criteria, and then go back to the analytics, it takes me to just the "Tickets" view even though I started from "By Agent". This is the same default view any custom views take you too if you click on Analytics.Is there any way to save a custom analytics view so I don't have to recreate it every time the way you can for Users/Tickets etc? Yes I can make a custom view for those items, but it loses the ability to see the ticket counts by Agent which is useful for us.  On the Dashboard, there is a lot of information not relevant to our workflows. I found where to take those out. Is

Is there a way to view the issue date of a device that was issued using the Check in/out feature? When a device is issued as a spare via a ticket you can see the issue date but not when you issue it the other way. The reason I ask is we need to see how long a student has had a loaner device.  If anyone has any suggestions on how to do this I would really appreciate it.Thanks!

Hi,We have a user that likes to print out any tickets that she enters, to keep them in her records.  When creating the PDF however, it doesn’t show that she attached any files in the activity listed. Is there a way to customize what appears on the printed / PDF ticket?Thanks,Ricky WallaceEnterprise Network AdministratorInformation Technology ServicesSanta Rosa County District Schools

I’m wondering if there is a way to upload or copy tickets in bulk. We have hundreds of devices that get enrolled, inventoried, tagged, and imaged each year. Creating a separate ticket with the same content for each one is numbingly long. I know there is a way to make copies with a limit of 20, but is there anything for mass submissions?

Does anyone out there use the Zoho Assist Integration App in IIQ?  Looking for someone who can share their experience with this app!

I am gathering hundreds of various products for ewaste.  When I went to upload the CSV to update the current haul, Source Field matched Target Field in IIQ and the sample shown for each column.  None of them include the model (too many to add).  However, after analyzing, IIQ shows Data that will be skipped with the reason “model is required.” In another asset import with the same set up, 90 out of 890 items were flagged the same way… but the majority updated. What can I enter to ignore the model number error?  Thank you. 

Is there a way to reference one ticket from the comments and/or actions of another ticket? I’m hoping for something like the pingback behavior of GitHub issues and commits -- when I tag ticket A in ticket B, not only do I get a hyperlink to ticket A in ticket B, but ticket B also gets a reciprocal link back to ticket A. That would be the biggest win.But for now I’d just love an easy way to reference another ticket with a hyperlink.