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I have a custom status of “Waiting on Student Pickup” that triggers a 30-day rule that will change the status to: “Needs to be Disabled” if it’s not picked up.At the moment, if an update is made to the ticket, the status automatically changes to “In Progress” and essentially starts the clock all over again because we have to manually change it back to “Waiting on Student Pickup”I want to create a rule to not change the status if updated when a ticket’s current status is “Waiting on Student Pickup” but that is not an option; or at least I can’t find it.

Is there a way to set the requestor of a ticket based on the input in a custom field on the ticket?We have a walk in station set up in our helpdesk where a ticket is already set up for input. It has a custom field for the user to select their user account based on the iiQ User field type. Once the ticket is submitted, I want the system to match the entered email address with the address in a users profile and change them to the requestor.!--a=1-->!----comment>

It would be great if we could have an option under Rules for “When Updated” under Users.If X role updated or changed to Y Role.For example,When a student leaves our district they are changed to No Access.When a staff member leaves our district they are changed to No Access.I would love to be able to make a rule for each situation;The rule to make a Staff Leaving ticket when the role changes/updates from Faculty to No Access. The rule to make a Student Leaving ticket when the role changes/updates from student to No Access.thank you.

Not having a timeline for users the way assets do is a pain, as the revisions lists every sync with SIS and you have to scroll forever to find things like a device assignment. Is there a way to filter the results? 

Has anyone figured out a way to get an average ticket count based on a filtered view? I have a view for our “active” tickets that only includes specific ticket statuses. I want to find out what the average number of those tickets we have for a given time period.!--a=1-->

Hey iiQ Community!We are looking for guidance—and potentially putting forward a feature request—regarding the most reliable way to trigger a device recall ticket when a student leaves the district mid-year.The Challenge: Delayed User Account DeactivationOur primary challenge is timing. Our Student Information System (SIS) marks a student as inactive (e.g., isactiveinsource=false) immediately upon exit. However, our district policy keeps the student's Google account active for a 30-day grace period.This means we cannot key an iiQ User Rule off of the user account being deactivated, as that's 30 days too late for a timely device recall.Furthermore, we've noticed from previous community discussions (like the one about using "When field is updated: Location" which often fails to execute reliably, that relying on other standard User fields can be tricky.Our Proposed Solution: Keying off the Inactive Google GroupWe have implemented a solid workaround that seems reliable, and we wanted to sha

Is there any way to take all of your ticket templates and filter out by a specific agent or team? I have many templates created for our maintenance dept. and when someone leaves, I have no way to pull up all ticket templates that were created for that specific agent and change to a new employees name.  Would there be any way to add a filter or view setting to see agents/teams assigned to ticket template view?Thanks

For some reason the delete option isn’t available on my previously saved views making it impossible for me to delete them. Any idea on how I can resolve this issue. Below is a screenshot of what one of the views look like. Normally you will see the “delete view” option in the lower left corner of the view designer. Please help me….  

Is there an integration that pulls from Mosyle, if the device is online or in use somewhere, like Google and Microsoft do?  We want to do the Smart Audit, but doesn’t look like there is a way to pull the iPad and Macbook info.

Is there a way to create a ticket view to see tickets with two specific tags? Currently if I select two tags in the filter, it acts as tag x OR tag y instead of tag x AND tag y like I’m wanting. My use case is that we have a tag that tracks what warranty vendor a Chromebook is sent to and another tag that tracks if we had to send it to them more than once. I’d like to make a view to see all tickets where we had to send a device for repair more than once from a specific vendor. I did notice that making a view using the overarching “this was sent more than once” tag, than using the filter feature for the vendor tag will do what I’m wanting, but it isn’t optimal.

Need guidance to structure a communication workflow for managing active incidents in IIQ using the Announcement App, ticketing, and tiered user alerts.   

I’m not sure if I’m missing something… is this really the only way to Follow a ticket?  This is so tedious. Why not add a “Follow Ticket” action for Agents right here?  

Issue categories can be better differentiated with unique icons (e.g. a “wi-fi” icon for issues about internet, a “mouse” icon for issues about peripherals, etc.). This makes it much easier for users to find what they’re looking for!I started by creating custom issue categories for various models in Administrator > Issues. After creating the issue category, I noticed that if I hover my cursor over the name of the custom category, a “pencil” icon appears allowing you to not only edit the name, but select an icon for it as well!  In the above example, I created a custom category called “* Internet” and assigned a “wifi” icon to it. However, I ran into an issue — the selected icon never appeared anywhere. I had hoped it might appear on the boring, nondescript folder icons on the ticket wizard, but no luck. In fact, I didn’t see this icon appear anywhere. Not even in this list of issues.What am I doing wrong? Thanks.

An agent went to use Ticket Template and it wasn’t present started digging and can not find setting in our site options.

When students need their device repaired, the technicians add the part to the ticket so it removes it from our inventory, however, it shows the cost of the part to the student. We don’t want the students/parents to see the cost, but we want them to see the part was added to the ticket. Is there a way to keep the part visible, but cost hidden? We’ve been entering all costs as $0.00 but this affects our analytic charts. Thank you.

Currently you have to remove followers one-by-one. It’s tedious, especially when you have 85 followers. There should be a way to remove followers in bulk by selecting them through clicking on them or having a checkbox and then a button to “remove selected”, or something like that.TIP: If you do run into this issue, start removing followers starting with the very last one a the bottom, it goes faster than starting from the top and having to wait for it to refresh the list.

Is anyone else having issue adding image to added models. I added a number of models for our environment and want to start adding images to them.  I noticed two things It is allowing me to add the image but when I hit the Save button. It does not do anything. It is allowing me to add the image but the Save button is disabled. There is no issue when I am adding the image while adding the model. Thanks in advance

Hello, curious if there is a way other districts handle this.I have an audit setup for our checked out 1:1 student Chromebooks that looks for most recent user matching owner. The trouble being, when a student changes their name they get get a new email address to match the new name and their old email becomes an alias in Google (it still is all under the same profile in Google technically). This means IIQ now has a new email for them in their profile.The issue I am seeing is the audit fails because it still sees them using their old email as most recent user (which IIQ does not tie into the existing profile that now has a new email).Outside of having students remove old profiles from a ChromeBook and sign in under their new primary email are there any other solutions?

I am excited to see we can now mark events as Private or Public which is great. Without the ability to do this via the Rules Engine or setting them to default to private, we cannot use this feature that we really wanted and were excited for.

We are starting our migration from Windows 10 to Windows 11 on devices.   We have created Views of the laptops eligible for the upgrade for a building and want to also filter by the OS version.  Currently we import Windows devices with SCCM integration (Windows 10) and will be integrating with Intune when they are upgraded to Windows 11.   the SCCM app pulls in the “OperatingSystem: Microsoft Windows 10 Education" but I can’t seem to map it to a custom field or use that as an attribute to filter views by.   I’m workking with IIQ ssupport to see what is possible.  Does anyone else filter Windows devices by Operating system? 

Good afternoon,  How do I make and print a list containing the organization, calendar date/time, and location. I would like the list to be within a date frame and have it sorted by earliest date first and location. 

so right now you can add parts used to a ticket and this will take the part out of inventory.  was wondering if this is the best way to do this if lets say your repair needs multiple parts and is not currently being worked on and you may need to order other parts.  So I need a bottom cover, system board and battery for a Chromebook.  I have the bottom cover and system board but need the battery.  I would like to have my inventory reflect that i have the bottom cover and system board assigned to this ticket but waiting for the battery.  If I add them as parts used it does this but technically if I haven’t replaced those parts yet is there any other way to “assign them” to the ticket so my inventory reflects that I don’t have that number available.  so if I have 10 system boards but 1 is assigned to a ticket I truly only have 9 available.  hope I explained that correctly.

What is the best way to know what assets were not returned at certain point? For example, right now, I’d like to know what assets that were checked out last school year to a student, were not returned as of today.Also, if I look at the Timeline of a specific asset, I can see when that asset was assigned to a user, but I have not found a way to include that information as a Column or in an Export. Is that possible?

I need to produce a report or create a dashboard showing the number of students per class and the number of assets per room, for all my elementrary school classes.  The Chromebooks in our elementary schools are cart based, and I need to make sure that we have enough devices in each classroom cart for testing.  If I look up a teacher and click on the class, I see the number of students and number of assets assigned to the room listed on the tab.  Is there a way to create a dashboard, report, or view that shows me a list of teachers, the number of students and the number of assets in their room? 

How do I add pictures to an open ticket?