New to the community? Introduce Yourself
Is there a way to filter so that everything that was manually verified within a date range will show in a view, regardless of if it failed automatic verification a day or so later? We’ve had to disable our automatic verifications because certain items are failing verification, which is a separate issue we’re going to have to work on our end since we know the cause, but even if it passes automatic verifications, we have to do a full physical inventory once a year, so the automatic verification causes issues with that as well. If it automatically passes, but we haven’t manually verified it, then technically we are failing to do our inventory properly.We just need to be able to filter and see if something has been manually verified within a set time frame, something that we aren’t able to right now, unless we just aren’t figuring it out.
When we create a ticket to provision a new computer, we have several subtickets that are generated to different teams that handle initial hardware/OS setup, installing additional software depending on the user, passing through our cybersecurity team for final checks, being handed off to the tech to give to the user, etc.Currently, all subtickets are generated and emailed at the same time, and the teams have to sort through the generated tickets and then go into the parent ticket to see what the status is (which wastes their time). I’d like it so that subticket 2 doesn’t get fired off until 1 is completed, and 3 doesn’t fire off until 2 gets completed.I know a workaround for this is to create one singular ticket, and upon close, have it then generate a new ticket to go to the next team, and on close generate a new ticket, and so on down the line. But that makes management a nightmare because you can’t track the child tickets as you can by doing subtickets tied to a parent.Am I missing s
Is there a way to add dates to a ticket or event? I have not been able to do so. I cannot modify it as a ticket and when I try to do it in the event the blue apply selection button doesn’t actually apply the dates. I have tried as an admin and also had the “owner” try.
we are trying to revert tickets back how they used to be where you can only assign to agents. since the permissions enhancement it now shows all roles available to assign tickets to, even though our rules and back end settings say otherwise.
We are working on improving our documentation practices. I have setup a rule to email the ticket to me when it marked as resolved. However, I only see the last comment and recent status changes. I’ve looked through the Supported Variable Data Points for Email Notifications KB Guide but don’t see a way to include all actions and comments.When viewing these emails on a phone, it is a pain to go directly to the ticket since email links do not open the IIQ app.Is it possible to view all details in an email?
Is there an API call to search values from the CustomFieldValues? Something similar to the new global search feature where I can search for almost anything. Example:A script that searches for a MacAddress “XX:XX:XX:XX:XX:XX” and I would get a return with the Asset attached to that CustomFieldValue.
How do we remove one or more of the top issue tabs? For example, I want to remove the “Provisioning” tab. I’ve removed all the issue categories under that type but it’s still there.
How would you go about filering how man devices are linked to students? Example: High School Library issues out loaner chromebooks to students that have forgotten theirs, but have rarely receive them back. Need to find out what students have multiple devices linked to them. TIA
Is it possible to setup quick tickets for the remote support form.
Hey all! I’m trying to find how I can add a required field when adding new assets. I want there to be a field for IP Address and MAC address when creating a new asset (like a server). I have IP and MAC as fields but they don’t show up to select when I go to Required Fields. Any help is much appreciated!
Is there a method to verify Jamf devices? Like Google and Intune?
Hello!I recently created a quick ticket template which as “room” as one of the required information that the requestor has to provide. Please advise how to make “room” as non-required on this quick ticket template. Thank you!
I am attempting to publish a KB article instructing users to dial *97 to access their voicemail. Putting asterisks in the body of the article are causing formatting issues. Is there an easy solution to have the article show a “*” instead of affecting formatting?
Is there a way to search the comments for a string?
Is the ticketing system down for anyone else? I can’t access existing tickets or create new tickets. I can access events and assets. I can’t even submit a ticket to IIQ.
In our environment, we have Librarians initiate tickets and manage inventory of spares etc.We’re looking to create a ticket workflow that does the following:Ticket gets created for student chromebook repair Librarian issues a loaner from the spare pool Ticket gets kicked off to a Tech to repair Chromebook Ticket gets kicked back off to Librarian to return the spare pool device that was issued.Anyone have an idea if this is possible or should we change things up?
I have a handful of devices that are not mapped because their model could not be mapped. I have many different machines in this list. I’m assuming they’re under Asset Model [Not Set], however, I don’t want all of these devices to map to a single iiQ model. Any thoughts on this?
Can the Custom Field “IP Address” pull the IP Address from the machine the user is on? We use NAT so our local IP Addresses are like 10.42.0.1. I worked with this field yesterday and saw that it was pulling our outside network address. Thanx
My agents would like to have a field added to the display above to show if the chromebook is active or disabled so agents don’t need to get that information from the asset details page.
I had one of our agents point out to me if a hidden comment is used in a ticket, and that ticket is printed, the hidden comment shows up. I tried printing both the webpage (where I would expect it to show) and generating the PDF (where I would not expect it to show). Am I missing something?
This may be a dumb question, but is there a relationship between linked assests?In our old system there was a parent/child relationship between assets. So if I wanted to link an asset I had to go to the child component and select the parent asset it belonged to.However, asset linking in iiQ appears to be just that… a link. It seems as though, in iiQ, it wouldn’t matter if, for example, you were viewing the switch module and clicked on Link Asset and then chose switch chasis or if you were looking at the switch chasis and clicked on Link Asset and then chose the module. Am I understanding this correctly?
The search view has changed does anyone know how to change it back?
Hello,I am trying to fire multiple ticket templates on a schedule, is this possible?For example: At our school, in the 100 wing, I want 6 projector “PM’s” to fire on July 5th on a yearly rotation. Is this possible instead of building each ticket template out individually? Best,Chris
I incorrectly set up a filter for my assets and would like to eliminate that view from the left side of my screen. I also need to rename a view that I set up correctly, but did not give it a title.Thanks.
For the end of year process in my district we are making lists of students, their devices, and weather or not they have open tickets (to prevent duplicate tickets from being submitted durring collection). When I go to export the views I made for each grade it will not export any ticket information. Is there a way to get it to at least export the ticket number?
Already have an account? Login
Enter your 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.
