New to the community? Introduce Yourself
When I send a Chromebook to Dell for repair, they automatically deprovision the device, causing the asset/device to unlink from the iiQ ticket after syncing with our Google Admin Console. Is there a way to prevent assets from unlinking to tickets during repair, regardless of their status in Google Admin?
We have an Agent who would like to forward an email to an open ticket so that she has visibility on that email from within the ticket. She would like that email to be a part of a pre-existing ticket and not to create a new ticket. Is this a feature in IIQ that is supported? If not, Has anyone found any valid workarounds to accommodate this?Thank you!
Part of the workflow for all of our Chromebook tickets is to verify the asset tag at the end. However, this includes Forgot Chromebooks… but we don’t have the Chromebook, so we can’t verify it. Is there a way to turn off the need to verify assets for certain ticket types.
We are using SCCM for Windows Asset Integrations and occasionally run across issues where the device is completely gone from SCCM - we verify this by resource id, but we sometimes we see where when the device is renamed, it fails to update the asset with the new name stating that its still in use. Is there some soft of best practices that some have seen that will allow the devices to update. We hesitate on using the delete assets option for fear that it wont merge and just create a duplicate so we wouldn’t be able to check the real history without pulling up more than one device. Any input would be appreciated.
When the “New Ticket” is selected you are prompted with “What is this ticket about?” and you can choose from 5 options. Is there a way to add Chromebooks to that list? 90% of our request from teachers are about Chromebooks and they always seem to choose the wrong subject.
We have a specific user who oversees all of our desk phones. They aren’t actually tracked in iiQ. He has a completely different system he uses for managing those. Putting those in iiQ inventory isn’t going to happen. We have the model listed in iiQ however so that if an end user has an issue with one they can still submit a ticket. He wants to know if there is a way to turn off the step that requires asset confirmation. Currently he hits ignore but he has to do that every time he goes back to a ticket. I know this step can be turned off site wide, but we don’t want it off for other models (for example, student laptops). Can we turn it off for a specific model or is there a way that you can ignore it once for a ticket and not have to click that every time?
Is anyone else having this problem? I’ve had a ticket open for some time and they cannot seem to solve it, but our end users are unable to search by asset number from “Search” feature on the dashboard, when they are putting in a ticket, or when creating a quick ticket for a device. The only time it works is when they are adding a favorite. As an Admin, I have never had an issue with this, but when I began preparing a class to teach staff, I came across this issue. Every user (Not an admin) that I tested, regardless of browser of device type have had this issue. Anyone else?
Not sure if it exists but I’m looking for two things. One is that we have a lot of Chromebooks and siblings from other buildings love to mix up their devices and only after months have passed and a device needs to be serviced do we have to untangle the mess. Also somehow a student has lost their device but somehow this has gone unnoticed for months. Eternal loaners? If this can’t be done I’ll do a feature request.1. I want to be notified (Email/Report) if a user signs into a Chromebook they are not assigned to after X times (Ex. 3 times) Also exclude loaner pools.2. I want to be notified if an assigned device has not had its user sign in after X time (Ex. 2 weeks) Why haven’t you used your Chromebook?
Our IT Team is currently filing out a Google Form for each repair done in the field on our student devices. It would be lovely to figure out a way to also export ticket data (repairs done at central office) in Real Time to these sheets as well so that I can setup data pulls in real time to update a Principal Facing Google Sheet for repaired devices. Is there currently a way to do this? Any ideas on how to work around this?
Just in time for the end of the school year, we are working on a staff device check-in process which looks like this:HR or supervisor creates an Incident IQ ticket for a staff member who is leaving the district. From that ticket, we use the Rules Engine to call a PowerAutomate webhook. The webhook calls the IIQ API, pulls the affected staff username and finds a list of checked out assets. These assets are included on a generated check-in PDF document. Here’s where we are stuck. We want to attach the generated PDF file to the Incident IQ ticket. However, there’s no apparent function on the API which can do that.Is there a way we can attach a file to a ticket via the API? Or do we just need to create the file in OneDrive or Google Drive and add a link to the file in the ticket comments?
Already have an account? Login
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.
Sorry, our virus scanner detected that this file isn't safe to download.