We have some for when devices are checked in or checked out to set specific locations and statuses that we want. Like most rules it’s all stuff that could be done manually but it’s just more reliable and consistent to have it done by rule. For example, on checking ones in. If they check in to location A it might do one thing vs location B doing something else. Rather than our agents having to think about all the specific differences, they just have to remember which location to check it in too.
We did something simlar to bclark. We have set our rules up that when a Chromebook is checked in, the device is disabled. Our buildings have a bad habit of giving out Chromebooks to any student and they are not checked out to a student or any way to track it. When the device is checked out, it assigns it to the student, does a move to the correct OU in Google, and enables the device.
We also setup rules for tickets that we are waiting for a response from the end user that if they don’t respond in 5 days we give them a little nudge. If after 7 days there is no response, we cancel the ticket. Being a one man IT show, I don’t have time to keep badgering the person for more info.
As a school district, we have Jamf as our MDM, and need to keep its info sync’d with IIQ in realtime. So we have rules that will send webhooks to a listening server that will then process them and update Jamf with any changes. This allows us to keep fields up-to-date with any changes made in IIQ and also gives us the ability to put iPads in and out of Lost Mode directly from IIQ. It makes it easier for our users when they can do all their work from a single interface.
We just migrated into IIQ this summer so our ruleset is mainly management focused. Like @MMorris 407ff1d belprecity , we use rules with the stale trigger to remind then remind/resolve requestors of their ticket, when nec. (I LOVE his rule on disabling/re-enabling during check-in/out!).
We had a hard time distinguishing updates (new comments, attachments, etc) from requestors within tickets. We added a new status (new comment) and a rule to change to that status when any field is updated. If fires more often then we’d like but it does its job making a change we can easily see without having to depend on notifications/emails (which we found pretty ‘noisy’ and less efficient then just looking at a view).
We’ve also leveraged ‘shortcuts’ and ‘ticket templates’ to automate work. I’m partial to a productivity methodology called GTD (Getting Things Done) and use shortcuts to triage and schedule tickets with just a couple clicks (changing priority levels, SLAs, status, tags). Views then show what the most important work is (or least, or what’s needed in 1 week or 1 month, etc.). Similarly, using batch management with shortcuts/tags, we’ve also implemented some ITIL principles to manage “problems” such as a wifi outage that creates 50 tickets across the district (viewing, updating, and resolving them all together). As far as templates, anything you do a lot can use a template. I schedule plenty of recurring work, too. We are using templates to explore more workflow-focused rules, such as creating sub-tasks/tickets for certain issue types.
@bclark @MMorris 407ff1d belprecity @luke.r @bbeaudette
I love how we are sharing so much on this thread! Could y’all add some screenshots to accompany your words? It helps when anyone wants to recreate your rules 😄 Thanks!!
This is the ‘new comment’ rule. Like I said, its a bit messy but helps more than it harms:
The GTD-based shortcuts:
I have corresponding views. And since we are sharing in this post, I shared most all of them (it’s a lot of tags):
We have a rule to automatically disable Chromebooks upon “Missing” status, and another one to re-enable them upon “in-Service” status. It’s been such a time saver!
We have a rule to automatically disable Chromebooks upon “Missing” status, and another one to re-enable them upon “in-Service” status. It’s been such a time saver!
I cannot get this one to work for us. I can change the status, but it will not push the info into Google Admin. Actually, I have several things with devices that do not push the info into Google Admin and when I make a change, the next GA sync changes them back. It’s weird, it’s not all of my devices.
These rules would be a life saver!
As a school district, we have Jamf as our MDM, and need to keep its info sync’d with IIQ in realtime. So we have rules that will send webhooks to a listening server that will then process them and update Jamf with any changes. This allows us to keep fields up-to-date with any changes made in IIQ and also gives us the ability to put iPads in and out of Lost Mode directly from IIQ. It makes it easier for our users when they can do all their work from a single interface.
Would you be able to connect with me and show me how you're doing this? We are looking to do the same thing.
We have created a couple rules that tend to help our agents at their locations quite a bit. The first is a new student/staff rule which fires off a ticket to tell the agent they have a new person in their location. Along with an exit rule to collect devices from users who leave. These rules are connected to our user management system to update automatically.
I recently created some rules that will automatically create subtickets based on the Subject and Body of an emailed ticket. The subtickets will auto create and assigned tickets to our Eschool person, badge access person, and the respective building tech to get a device ready.
At my previous district I had a rule that would push updates to Google Admin Console to update the Annotated location of a device based on the Owner in IIQ. This worked in conjunction with the Device location updates in IIQ based on Owner location. Then the rule would trigger off a location change and push to GAC and update the OU as well.
Another one I had was that is the Status was set to “Scrap”, it would update the asset location to a scrap location as well as unassigned any owners. I would assume you can tie that into disable or deprovision a Chromebook as well.
@SMillsTVSD - Where you able to sync up with @cris.ward on setting that rule up?
If not, then we can look into your site and make sure you have the rule set up correctly 😁
@SMillsTVSD - Where you able to sync up with @cris.ward on setting that rule up?
If not, then we can look into your site and make sure you have the rule set up correctly 😁
Yes and no 😂 I am able to send emails to iIQ to create a tickets, however if I try and break the tickets down by locations with keywords in the body, it gets hung up. I’m not giving up yet. I have the hard part working. YAY!
@SMillsTVSD - Where you able to sync up with @cris.ward on setting that rule up?
If not, then we can look into your site and make sure you have the rule set up correctly 😁
Yes and no 😂 I am able to send emails to iIQ to create a tickets, however if I try and break the tickets down by locations with keywords in the body, it gets hung up. I’m not giving up yet. I have the hard part working. YAY!
Oh my Gracious. I have it working and routing to the correct locations.
So the rule is: Secretaries send me an email with the information of a student who is newly enrolled in their building. I have the email automatically forward it to iIQ to create a ticket requesting the Chromebook. The secretaries are added as a follower to see the device was issued and the ticket is set to the correct building.
I am as giddy as a kid on Christmas! 😁
@SMillsTVSD - Where you able to sync up with @cris.ward on setting that rule up?
If not, then we can look into your site and make sure you have the rule set up correctly 😁
Yes and no 😂 I am able to send emails to iIQ to create a tickets, however if I try and break the tickets down by locations with keywords in the body, it gets hung up. I’m not giving up yet. I have the hard part working. YAY!
Oh my Gracious. I have it working and routing to the correct locations.
So the rule is: Secretaries send me an email with the information of a student who is newly enrolled in their building. I have the email automatically forward it to iIQ to create a ticket requesting the Chromebook. The secretaries are added as a follower to see the device was issued and the ticket is set to the correct building.
I am as giddy as a kid on Christmas! 😁
Do you use any account creation system such as Active Directory or Google? If you do you can automate the process where they would not have to email you each time to create the ticket.
@SMillsTVSD - Where you able to sync up with @cris.ward on setting that rule up?
If not, then we can look into your site and make sure you have the rule set up correctly 😁
Yes and no 😂 I am able to send emails to iIQ to create a tickets, however if I try and break the tickets down by locations with keywords in the body, it gets hung up. I’m not giving up yet. I have the hard part working. YAY!
Oh my Gracious. I have it working and routing to the correct locations.
So the rule is: Secretaries send me an email with the information of a student who is newly enrolled in their building. I have the email automatically forward it to iIQ to create a ticket requesting the Chromebook. The secretaries are added as a follower to see the device was issued and the ticket is set to the correct building.
I am as giddy as a kid on Christmas! 😁
Do you use any account creation system such as Active Directory or Google? If you do you can automate the process where they would not have to email you each time to create the ticket.
We have Active Directory and Infinite Campus. I get emails directly from Infinite Campus when a student is enrolled, but it doesn’t have a teacher/room assigned to them yet, the secretaries add that to their internal email to the staff. They just added me as a CC to their emails.
Any suggestions is greatly appreciated.
@SMillsTVSD - Where you able to sync up with @cris.ward on setting that rule up?
If not, then we can look into your site and make sure you have the rule set up correctly 😁
Yes and no 😂 I am able to send emails to iIQ to create a tickets, however if I try and break the tickets down by locations with keywords in the body, it gets hung up. I’m not giving up yet. I have the hard part working. YAY!
Oh my Gracious. I have it working and routing to the correct locations.
So the rule is: Secretaries send me an email with the information of a student who is newly enrolled in their building. I have the email automatically forward it to iIQ to create a ticket requesting the Chromebook. The secretaries are added as a follower to see the device was issued and the ticket is set to the correct building.
I am as giddy as a kid on Christmas! 😁
Do you use any account creation system such as Active Directory or Google? If you do you can automate the process where they would not have to email you each time to create the ticket.
We have Active Directory and Infinite Campus. I get emails directly from Infinite Campus when a student is enrolled, but it doesn’t have a teacher/room assigned to them yet, the secretaries add that to their internal email to the staff. They just added me as a CC to their emails.
Any suggestions is greatly appreciated.
So we use PowerSchool but had the same way up front. Our PowerSchool feeds Active Directory the accounts. The accounts are made. I have a rule that says:
I Created a ticket template called New Student Device. That this rule calls. What the rule does is every hour it checks to see if new accounts are made. If they are made it fires off the ticket for the students building location and assigns the ticket to that tech with the information from the New Student Device ticket. Is that what you are trying to look for?
@SMillsTVSD - Where you able to sync up with @cris.ward on setting that rule up?
If not, then we can look into your site and make sure you have the rule set up correctly 😁
Yes and no 😂 I am able to send emails to iIQ to create a tickets, however if I try and break the tickets down by locations with keywords in the body, it gets hung up. I’m not giving up yet. I have the hard part working. YAY!
Oh my Gracious. I have it working and routing to the correct locations.
So the rule is: Secretaries send me an email with the information of a student who is newly enrolled in their building. I have the email automatically forward it to iIQ to create a ticket requesting the Chromebook. The secretaries are added as a follower to see the device was issued and the ticket is set to the correct building.
I am as giddy as a kid on Christmas! 😁
Do you use any account creation system such as Active Directory or Google? If you do you can automate the process where they would not have to email you each time to create the ticket.
We have Active Directory and Infinite Campus. I get emails directly from Infinite Campus when a student is enrolled, but it doesn’t have a teacher/room assigned to them yet, the secretaries add that to their internal email to the staff. They just added me as a CC to their emails.
Any suggestions is greatly appreciated.
So we use PowerSchool but had the same way up front. Our PowerSchool feeds Active Directory the accounts. The accounts are made. I have a rule that says:
I Created a ticket template called New Student Device. That this rule calls. What the rule does is every hour it checks to see if new accounts are made. If they are made it fires off the ticket for the students building location and assigns the ticket to that tech with the information from the New Student Device ticket. We also get emails from PowerSchool but ran into the same issue you have. So this process eliminated that because everything has already been completed before the ticket hits. Is that what you are trying to look for?
My favorite most helpful, but painstakingly long to create, rule set is something I set up when I integrated our HR team into the system as “Agents” but only with access to use ticket templates. I integrated them to input tech tickets for any account updates for an employee that need to be done. We technically have an automated system that is already integrated with their system to do the actual changes, but the communication from that system is 24 hours behind. Mainly a big deal when staff is leaving/retiring and we don’t know until after they are gone, that we need to collect their devices on the tech side.
I set up a rule that automatically adds the site secretaries and the site agents to any ticket from our HR team that is at their respective location. Now our devices are more readily collected from departing staff and ready to deploy for incoming staff.
@SMillsTVSD - Where you able to sync up with @cris.ward on setting that rule up?
If not, then we can look into your site and make sure you have the rule set up correctly 😁
Yes and no 😂 I am able to send emails to iIQ to create a tickets, however if I try and break the tickets down by locations with keywords in the body, it gets hung up. I’m not giving up yet. I have the hard part working. YAY!
Oh my Gracious. I have it working and routing to the correct locations.
So the rule is: Secretaries send me an email with the information of a student who is newly enrolled in their building. I have the email automatically forward it to iIQ to create a ticket requesting the Chromebook. The secretaries are added as a follower to see the device was issued and the ticket is set to the correct building.
I am as giddy as a kid on Christmas! 😁
Do you use any account creation system such as Active Directory or Google? If you do you can automate the process where they would not have to email you each time to create the ticket.
We have Active Directory and Infinite Campus. I get emails directly from Infinite Campus when a student is enrolled, but it doesn’t have a teacher/room assigned to them yet, the secretaries add that to their internal email to the staff. They just added me as a CC to their emails.
Any suggestions is greatly appreciated.
So we use PowerSchool but had the same way up front. Our PowerSchool feeds Active Directory the accounts. The accounts are made. I have a rule that says:
I Created a ticket template called New Student Device. That this rule calls. What the rule does is every hour it checks to see if new accounts are made. If they are made it fires off the ticket for the students building location and assigns the ticket to that tech with the information from the New Student Device ticket. We also get emails from PowerSchool but ran into the same issue you have. So this process eliminated that because everything has already been completed before the ticket hits. Is that what you are trying to look for?
Thank you! This is how I have our MS and HS buildings setup, since the device is assigned to the new student. Our elementary buildings have the device assigned to a room/teacher. Our system does not include who or where that will be go to so our secretaries send out an inter-office email to include that info. I think I have it setup the best for our situation, but thank you for the help on the initial process. It has saved me so much time!
We have created a couple rules that tend to help our agents at their locations quite a bit. The first is a new student/staff rule which fires off a ticket to tell the agent they have a new person in their location. Along with an exit rule to collect devices from users who leave. These rules are connected to our user management system to update automatically.
can you share how you set this rule up? i think I see it now. Is it the Rules for Ticketing Users that fire when Created?
@TracieR Yes! If you need any help let me know!
@TracieR We have also worked on refining it a little more. We ran into issues where we did not want tickets to go out for any staff with holds on their devices. So if that information sounds interesting let me know!
@SMillsTVSD - Where you able to sync up with @cris.ward on setting that rule up?
If not, then we can look into your site and make sure you have the rule set up correctly 😁
Yes and no 😂 I am able to send emails to iIQ to create a tickets, however if I try and break the tickets down by locations with keywords in the body, it gets hung up. I’m not giving up yet. I have the hard part working. YAY!
Oh my Gracious. I have it working and routing to the correct locations.
So the rule is: Secretaries send me an email with the information of a student who is newly enrolled in their building. I have the email automatically forward it to iIQ to create a ticket requesting the Chromebook. The secretaries are added as a follower to see the device was issued and the ticket is set to the correct building.
I am as giddy as a kid on Christmas! 😁
Do you use any account creation system such as Active Directory or Google? If you do you can automate the process where they would not have to email you each time to create the ticket.
We have Active Directory and Infinite Campus. I get emails directly from Infinite Campus when a student is enrolled, but it doesn’t have a teacher/room assigned to them yet, the secretaries add that to their internal email to the staff. They just added me as a CC to their emails.
Any suggestions is greatly appreciated.
So we use PowerSchool but had the same way up front. Our PowerSchool feeds Active Directory the accounts. The accounts are made. I have a rule that says:
I Created a ticket template called New Student Device. That this rule calls. What the rule does is every hour it checks to see if new accounts are made. If they are made it fires off the ticket for the students building location and assigns the ticket to that tech with the information from the New Student Device ticket. Is that what you are trying to look for?
I am new to Powerschool AND iiQ. How do you get Powerschool to feed the account to your AD ?
Has anyone created a rule for a reminder email on a ticket that has been marked ‘Waiting on Requestor’? I would like to have rule that sends a reminder email to them after the ticket status has been changed for 3 days.
Any help would be greatly appreciated.
