Solved

Issue:Trying to find devices, that are assigned to students, that have an open ticket.Current Method:Ticket filter: “Has Asset Attached” and State = “Open”, export that list and add the Tags to an Asset view with the Role = Student filter.Solution:Asset filter of “Asset Attached to Open Ticket”.Our current process, regarding broken student devices, is to check the device in, create a ticket, issue a new device, and then repair the broken one. I am trying to identify when this process isn’t followed as, currently, we don’t have a process to catch/correct them.

How do I edit the original request detail that I was the requestor for?

Is there a way to edit the problem description of a ticket that you created? My manager created a ticket for himself to track some work but he forgot to add a few lines of information when he submitted the ticket to himself. I thought this would be useful to change these as needed even if it is for yourself. 

I would like to create a rule that when a user is disabled (their role is removed) their assigned Chromebook is disabled. Is this possible?

Sometimes when creating a ticket with many actions, users/techs will be bombarded with every action as an email. Are there way to limit this (create summaries, collection ‘x’ amount of notifications before sending them as one, etc..? -Marcus

Our team has noticed in past few months that our ticket pages are no longer loading every ticket item that we have set to display. For example, when choosing 50, 100, or 200 items per page. It only loads the first 10 or so that you’re actually able to see on your screen. In order to get the rest you have to completely scroll down until you’ve reached your specified number. In the past these would all load when the page loaded, making it easier to navigate and search tickets on that page.  I reached out to support and was told it was working as intended. I stated that it worked in the past and asked why we would have the option to choose how many items per page we wanted if it didn’t actually load them all? To me that is not working as intended.. They escalated the issue. After the escalation I was again told it was working as intended and to submit a feature enhancement request through this idea exchange.  I’ve attached a screenshot below of what happens as you scroll down to load the

Dark Mode would be a great addition. I’ve seen this was suggested before, but wanted to reopen this discussion as I see it has not been implemented. We here at TD3 just joined into the program and would all greatly benefit from a dark mode being available please! Personally I deal with a bad eye strain issue, being far-sighted. Thank you for considering this option, it would be very appreciated!

We are struggling with trying to find a way to create a ticket, using a ticket template, based on a user rule.  We can get all actions to work except “Create Ticket”The use case is if we have a user go to “No Access” that still has a device assigned we would like to create a ticket.We would also like to use this to trigger a ticket when we update a user to indicate they are leaving the district and we need to collect assigned devices. The user rules have the option to create a ticket but we have not been able to get it to work.

Goal: To allow our accounting department to only have access to tickets with fees without letting them access other non-fee tickets.  Also to not change any visibility for our other agents. Would this work?  If I created an accounting team with a permission policy that does not have any ticket permissions checked.  Then created a rule that once a ticket is updated with the amount applied filter set to greater than zero it will perform the action of assigning the ticket to the accounting team.  Would this allow accounting team members to view only the tickets assigned to them without accessing any other tickets?

I created a custom field in for a group of assets and gave it field type as number. Did import on those assest with new custom field. Didn’t like the format (OCD). Attempted to edit the custom field itself, but could not change field type. Ended up deleting custom field and then adding again with field type as text. Did import and now I have two of the same fields. (see image) When I hover over the lock icon, it states that it is deleted and can no longer be updated. If it is deleted then why is it still even showing? Please advise.  

I am trying to create an asset view that shows me if the asset passed or failed it’s verification.  We have 10 + tech’s that verify and need to see what assets are failing.  Is there a column that we can see this information?  Thanks.

I have to change the way my default campus is sorted every time I view my campus. Is there a way to change the default view for how they are sorted on my dashboard. 

I have a ticket that had a spare attached to it.  I checked in the spare, but the ticket is saying that the spare is still checked out.  I even tried re-checking out the spare and turning it back and it and that did nothing but make a duplicate record.  Any help would be much appreciated because I cannot close the ticket until the spare is returned.  I even tried closing the ticket as a duplicate and it said that the spare had to be returned before the ticket can be closed.  

When using IIQ webhooks via HTTP POST or GET method via URL, which IP addressed I need to whitelist on our firewall in order to allow those requests to be delivered into our processing server?

Two custom fields in a ticket are now requiring to be filled in, but they are not marked as being required and they do not need to be required. When I go to edit the custom field, everything looks set correctly for it to not be required. Was wondering if there is somewhere else I should be looking or if I overlooked something?

Under the Asset page there is a section with the heading Meta Information and a required notes comments field. I want to make it not required but not sure where to do that.

I would like to easily create a custom view or way to see this data. Columns would be:DateTickets Open TodayTickets Closed by Tech 1Tickets Closed by Tech 2Total Tickets ClosedTickets RemainingAny ideas?Thanks,Dave

Hi,I would like to know if our district’s iiQ login page can be customized to post a help desk phone number or a link to our “How To Log In” document to guide our parent users in the district in using this system. Thank you.   

Hi! I have two coworkers that, I believe, have the same general level of admin access but different options within a ticket. Employee 1 has an option to “Return to Dashboard” or “Print” in the bottom right corner of their view of a ticket (pictured below), which allows them to save a sort of receipt, or log, of what was included in the ticket. The other, Employee 2, does not have the option but would like it. Does anyone know what needs to be toggled to give Employee 2 the same ability? Employee 1’s option 

We are currently in the process of building out iiQ and have run into a snag with spare pool. Currently we give out 2 types of loaners; daily (for students who forgot their chromebook) and extended (for damages/repairs). The system we are using now allows our staff to quickly assign daily loaners by scanning the student barcode and the asset barcode and with email the student daily to remind them to return the device if they have not done so. We are running into an issue setting it up this way in iiQ without having to create tickets for these daily loaners.  Does anyone have any insight into how we can make this a quick process for staff to assign loaners and have rules set to auto email students?

Hello, I would like to push the information regarding new models directly into incidentIQ from our Purchase Order lines, and thereby skip the step of requiring my office manager to do the process manually of inputting the new Model information. Does the API support creating new models like it does creating new Assets?

We are exploring the Google Calendar integration with iiQ Events and were wondering if there’s a way to only allow certain event types to export to the Google Calendar? We would like to use it as a public facing calendar so we don’t want internal events like conference room meetings and IEPs to appear on it. Also is there a way to link to multiple Google Calendars so we can separate our events based on building? a full district calendar can get crowded.

Is it possible to have a location’s room numbers as possible storage locations? We don’t have a warehouse or designated storage locations except for some closets, shelves, and cabinets. I’d like to be able to select a specific room for the storage location rather than typing in a blank field. 

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? 

I have a few Powershell scripts that are generating data that is useful for some teams. I’d like to add files, mainly csv, to tickets during ticket creation using the New Ticket API. I’ve got ticket creating sorted with no issues but I’m having trouble finding good info on creating the file through the File API, and then adding it to a new ticket. Has anyone found something that worked?