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We recently deployed ~800 devices to our staff and are trying to run reports in IIQ to make sure the right device got assigned/signed into. We used FileWave as our MDM and the app sync is working correctly.In IIQ I have created a custom view of the 800 devices we recently deployed. I have the columns selected to show the asset tag number, the owner, and the client device name. The client device name is a app field from the MDM app that gets synced. It is one of the pre-populated app fields when you setup the sync.What happens is that on most of the assets the client device name field shows up correctly in the view. But on a few assets that field is not showing up at all in the view. But if I click on the asset it shows up perfectly fine and says the asset is syncing with the MDM.Curious if there is a trick or something I need to do to get the view to show the updated fields from our MDM sync.Thanks!
This may be an enhancement request. Previous product, the fees followed the user and our registrar’s or campus admin’s could see that they owe for something when they try to withdraw or register at another campus. I don’t feel I can ask them to run a report each time to see if the student is on the list. They are already on the screen to see if the student has any prior equipment still checked out. I really want them to be able to see the Fee Tracker information as well without making them agents.How are others addressing this?
On the left side of my screen, I accidentally removed the Assets icon. How do I get it back?
Hello, we were looking for a way to get more detailed reporting from our outstanding invoices. We’ve used the regular reporting function under fee tracker but my director would like a way to sort by location (school) and a way to single out only unpaid invoices so we can give a report to individual principles showing just the unpaid invoices for their individual schools. As far as I can tell, I can only export all the invoice data to one spread sheet and then we have to manual separate and sort it. Can anyone point me in the right direction or offer some ideas for what I’m trying to do?Thank you.
I have an issue where when a ticket is in level 2 or 3 or assigned to manager, we have reasons we want them to stay there and a over zealis level 1 tech assigned the ticket to themselves and works on it, sometimes we are waiting on the “go ahead approval” or have other factors, etc where we don’t want this to happen. I have tried making custom permissions but I cannot seem to achieve what I want.Does anyone have an idea how i can solve this?I just don’t want level 1 agents to be able to either see or assign level 2 and 3 tickets to themselves. My main concern which i have seen happen many times is we send a level 2 or 3 person to actively work at a site on an issue and the level 1 person just takes the ticket and starts working on it at the same time, this is something that we would like to stop. When we had web help desk it was possible to make certain ticket categories or level not visable to other levels.
When creating a subticket with a rule or template can I assign the requester to work the subticket automatically? We are trying to set up iiQ to create subtickets automatically when a certain ticket is created, and have one of those assigned to the original requestor of the parent ticket.We have tried setting the ticket template set to “assign to submitter” as an “action” but something seem to be conflicting with that and It keeps going to “System Service”
We use many rules for assigning tickets, creating subtickets, assigning SLAs, sending Webhooks, etc, which has been great, but we have gotten to a point where we have 75+ “When Created” rules, which all affect tickets differently. Part of it is on us, we are trying to simplify and reduce the number of rules, but we also just have many rules that do different things, so not all can be simplified. All that being said, my question is this: How do you keep track of your rules, what does what, and making sure new rules are placed correctly? Do you use rule names to do it? or do you have another method? I feel like there is an easier way to do it, but maybe I’m missing something. Thank you for the response!
Thinking this isn’t currently possible or I am missing how to configure. There are a few tickets that when they hit rules for routing and such we would like to add internal message/note of process to follow. I am not seeing anyway to do that in the rule process has anyone figured out a work around?
In our district, we would like increased functionality in the Purchase Order screen. Right now the search feature on the page only searches the the PO number, and doesn’t search all other fields. We request that there is either all of the PO’s listed to be able to use “Ctrl+F” or be able to search the rest of the fields.
Hi all brand new to IIQ so if I am posting in the wrong place please be gentle.My question is there a way to have a rule auto assign a ticket to the creator. I created a category called To Do list and will use that to track my personal project list. Wondering if I could create a rule that when that category is selected it auto assigns to the person that created it.
Is there a way to limit access to certain tickets to a team?I have assigned the ticket to a team but other agents can still view it. We want to limit access to tickets that might have sensitive data.Thanks
I need a way to be able to pull these labor transactions into separate lines on a spreadsheet. Does anyone know how to do that?? Every report I do either combines the total labor hours or it will give me 2 lines but both lines have both labor totals. This should be very simple to do since each labor transaction is its own record.
We use iiQ at a public school, and have an SLA set to respond to tickets within two working days. How do we set the calendar so our breaks days do not count as working days?
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