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Where are the instructions on changing a person from staff to agent.
We have had some issues arise that we need to be able to merge the user and ticket history on duplicate devices due to CloudReady Chrome devices were updated and the CloudReady Serial number (Mac Address) was changed to the actual Serial number of the device by Google updates. Support was able to merge the bulk of these devices but do not seem receptive to merging stragglers that we find after the initial merge. We are told to search our deleted devices in iiQ for the same asset number. This is not ideal at all. Since we are able to merge users at Admin Level, I feel like merging Devices should not be an issue. ??
Please add the function to allow agents to forward new emails coming in to an existing ticket when they are related. Users do not always reply to the ticket already made.
When working with multiple assets, using a scanner to create a list of specific items is amazing. Then you can bulk update. However, if you don’t have a scanner handy, how do you search for and create a list of multiple items that can be bulk updated?
If it isn’t already available, I would like a way to take my custom view and sort it by “Location”, and then each location by “Submitted”, so when I go to a location, I can more conveniently see the oldest tickets first, instead of looking for them. Any help is greatly appreciated, and I apologize if this is a duplicate request.Cheers!
So we are working on setting up where someone can email to create a ticket and are wanting to implement a rule to assign to a team/person based on subject or body keywords. Is there a way to add more than one word in a single rule or do I have to keep writing OR statements?
We are trying to create a rule to assign tickets to the most available tech in a specific team at a specific location and I cannot quite figure out the logic on it. We have 3 locations with 2 techs each.team 1 @ site 1team 2 @ site 2team 3 @ site 3 we want to assign tickets for site 1 to team 1 then to the most available tech for that site . The same for the other 2 sites. I am trying to keep this all in one rule but I am un sure of exactly how to lay out the filtering. Any help would be appreciated. .
Can IIQ asset be used for management/ check in/ check out for Band and String instruments? What would that look like? Do we need custom fields? Has anyone done this with instruments? Also, is there a way to auto generate an email to parents when an asset is assigned to a student?
Hello,We’re very new to IIQ Assets. We’re trying to develop a process to enter new assets as they’re purchased, and then assign an asset tag, serial number and location as the assets are deployed.We’d like to use the purchase order number as part of the temporary asset tag until the asset is deployed and an actual tag is assigned. I have entered two assets under this scheme, but now when I search, only one is returned.I’m using the following as the temporary asset tag numbers:2302962-12302962-2When I search for 2302962 only 2302962-1 is returned in search results. I’ve also tried searching for 2302962@ and 2302962% based on a wildcard post from the community - no luck with those searches either.I’ve also tried using asset tags 2302962X1 and 2302962X2 in case the hyphen was causing trouble. No luck. Even if I search for the full asset tag number (2302962X2), I cannot pull up the asset in search.We’d like to be able to search for the PO number (temporary asset tag) and have all
My district purchased IIQ as an asset management system but also wants to use it for textbooks and instructional materials that are checked out to students and teachers. I am looking for other districts who are also using it for instructional materials for best practices and other ideas. If this is you, please reply so we can connect.
Is there a way to perform this action in bulk, on a list of users? I know I can unassign a permission policy from a list of users, but I want to clear the user specific permissions. Really hoping there’s a good way, because we need to do this to over 300 people, so one at a time is not ideal. I don’t see an option for it in the API documentation either.
I’d like to see an example of a survey from the viewpoint of the recipient.Does this appear in their email? If so, what does the email look like?Thanks.
I’ve created a user view that will tell me what students have multiple devices checked out to them. When I click export I have to essentially setup my view all over again. But this time I am unable to select assets from the +Column dropdown. Is there something I’m overlooking here? Why do I have to specify what I want to export when I’ve already created a view. And why can’t I access assets anymore in the export window?
Having a little trouble with getting the user mapping straight. When we try to login we get “No attribute values could be mapped from the SAML response”. Any ideas would be appreciated.
I am trying to create a rule based upon whether or not a student has a signed AUP on file.The basis of the rule would be IF a student doesn’t have a signed AUP on file THEN display a message stating that “This student is not allowed to have a school issued device.”, or just prevent devices from being checked out to them altogether would be even better.Has anyone been able to successfully do this or have suggestions on how to make this happen? Thanks!
Hi! Looking to find out if anyone knows if, in Analytics Explorer, the “Ticket Resolution Over Time” section includes any “on hold” status of tickets? Wondering if when a ticket is put on hold, the “clock stops” for that ticket, and any time spent “on hold” is excluded from performance calculations. Thank you!
When deleting a ticket, does the person who submitted it get a notification?We have a backlog of a few tickets that were duplicate issues already resolved and I’d like to just delete them - but don’t want to do so if it will generate an email to the user and confuse them.
I am starting to set up our Audit Manager and have scheduled a monthly automatic verification and a yearly in person verifcation schedule for our chromebooks at the high school. We have started to go through the list of failed verifcations and check what those students currently have. When checking their devices we manually verify those devices but they are still showing up as failed verifications after we add it manually. Do I have something set up incorrectly or does it take a while for the system to change their status?
Scenario: You receive 2 separate tickets on the same problem, but from 2 different aspects of the problem. So they are related, but not identical. Question: Is there a way to link these 2 tickets together for troubleshooting and resolution?
I am looking for the ability to allow specific staff to view the Google Device Data when viewing Chromebook assets. I’ve looked through the permissions but I haven’t been able to find anything that allows this through testing. I’m also looking to allow the same specific staff to enable/disable chromebooks and I see the checkboxes in the permissions but it doesn’t seem to do anything when checked.Any ideas would be helpful, thanks!
Grandview Heights Schools would like to offer our space for an in-person Ohio IIQ User Group Meetup. We have hosted other vendors in the past for in-person meetings among Ohio users and vendor staff and have found them to be an excellent way to learn from one another. Would IIQ be interested in hosting an Ohio User Group at Grandview Heights Schools this summer? Thanks,Chris
Is there a way to set up a ticket status that would trigger an action when set. For example a status like “1st Violation” - Then it would disable the device (using the Intune integration). Even better yet, allow us to schedule an action to re-enable the device x days later or even create a re-enablement ticket.
What happens when agent user profile is deleted? Are tickets attached to the profile deleted as well? Thanks!
I recently was inventoring our office using the batch check in/check out and didn’t realize it automatically changes the status field to “In storage”. Is there a way to see what items were changed from “Parted” or “Broken” to “Instorage” so I can fix those? If not I guess I will just have to rescan them into their own batch and fix them that way. I see the option to view items that have status changed but I don’t know if we can go even deeper than that or not. Thanks!
Has anyone else been having an issue with spare pools where the dashboard shifts to the right and cuts off the check box. It is fine when we are on the first page but when we adjust how many things are on the screen or go to the second page it happens. Here is a screenshot.
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