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I created a stale rule as a reminder for the requestor at 5 days and then on 7 days which was also set to automatically resolve. It has all worked (the emails on day 5 and 7), but my ticket did not automatically resolve on the 7th day even though I set that up in the rule (see below). My tickets require us to confirm the issue and then set an action before resolving. Is that why it didn’t automatically resolve? The only issue there is that there’s no option at the bottom to add an “action” to the ticket before setting the status to resolved. Maybe I’m missing something though!
Would be beneficial to our customer service building to see tickets that have been resolved by an agent and then reopened/escalated by the requestor afterwards. Would like to include tickets that have been marked resolved, then reopened, and then resolved again as well (in other words not just currently reopened tickets but past ones). Is there a way to go about this?
I need Renaissance Place added for Ticket Type/Model. It is currently not available in the Apps tab while logged in as an administrator. I am also unable to add it.
I no longer see the option in the JAMF app to push data from IIQ to JAMF. Is this no longer a feature, or am I missing a setting?
One of my facilities people showed me this, the click here to unsubscribe goes to nothing, not sure if glitch.
We have all of our projectors except one model in a model category called Projectors. The one exception is in a category called Overhead Projectors. How can I change the category for the exception model so that it is in the category called Projectors?
When you remove a custom field from a issue type, does it remove the field from all existing tickets? That is, the data that had been entered in that field is just lost forever? We accidentally had the wrong field on a ticket (two student ID fields with very similar names - one required and one not required) so we took the required field off of the ticket and put the optional field on. Now none of the existing tickets have a student id - they were all replaced with an empty field.Is that working as intended? Or a bug?
I have written a small program that does some things for me. I use this (for example) as a way to query an asset by its serial number: { "Filters":[ {"Facet": "AssetSerialNumber","Value": "value"} ]} That works great. But I now want to search using the Notes field. I’ve tried Facet being Notes and AssetNotes but neither work. I’d like to know how to search based on the value in the Notes field. Also, it’d be nice to know if there is a find all AssetSerialNumbers starting (or ending) with a value. That’d be super helpful too but is not required.
I’m exploring the option of assigning custom fields to staff based on Job Title. However, it looks like none of our staff are getting that data in iiQ.I checked our Data Mappings, and Job Title is set to pull from Google SSO. Do the titles need to be in a specific format?I have a custom field mapped with the data, but it would be nice to see it in the main profile section. I do have a support ticket submitted since staff with multiple titles don’t get recognized properly by that custom field. Single titles are working.I might be able to pull this from our SIS (Infinite Campus) but I’m hesitant to make the switch. Hopefully our sandbox instance is ready soon 😂Screenshots below of our:Data Mappings Staff Profile
I would like to pre-create storage units for future use without having to add assets right away. Or copy and edit existing storage units to retain the information I want and change what I need to.
For the last week or so, our Jamf Pro sync has been failing with an “Unauthorized” error. We checked the credentials that iiQ is connecting with, and verified that permissions for the account in Jamf have not been modified.We reached out to Jamf support and were told that they’ve had some recent infrastructure upgrades, and that additional IP ranges and ports would need to be allowlisted by iiQ.My initial hesitation with that answer is that I’d assume someone else would be having the same problem if that is the case - so I’m here to check. Anyone else seeing these failures?
I need to run a report ran every FridayASSIGNED TO SUBMITTED ON.. STATUS TICKET# SUBMITTED BYCan this report be emailed?
We are syncing assets with Mosyle and FileWave. We have set a default location for new items to be in "provisioned" location. However we have many things that stay in that provisioned location even when we move them to a different location. I will move the tags during the day to a specific school location but that night it syncs with Mosyle or FileWave changes it back to provisioned. There is not a specific user assigned to these devices as they are Computer labs or shared use iPads and a few other things. Can you help me figure out how to have these items come over from Mosyle and FileWave but then have them stay in the location we move them to even if there is not a user assigned to that particular device/item? For Mosyle we have set automatically update owner in IIQ based on user id in Mosyle and we haveFor Filewave we have checked the box to map by Owner’s location (Assign asset to location in IIQ based on owners location and map by location name checked. We have custom mappin
I submitted this feature request a while back, with the intent of hiding “secret” fields: However, I realized I also want the opposite. Today, I have custom fields for Assets that mark whether the asset is a loaner, or a classroom spare. It’s a simple Y/N toggle. With Permissions v2, I have a subset of Faculty / Teachers who can view assets at their site. They are not Agents. Here’s their permissionsThe custom fields I’m looking for are configured for Assets as such: While these folks CAN view assets, they CAN”T view the “Meta Information” section. As an IIQ Admin, I can. Does anyone know what v2 permission I need to grant to allow non-Agents to view Custom Field metadata on the Asset? Granting Agent access is not an option; I don’t want them to see or work tickets.
Is there a way to make adding a comment required when changing the ticket status. We would like to have a comment required when the ticket is escalated to a higher level tech or when we move the ticket to Facilities (we have a custom status that unassings the ticket, removes followers, then moves it from Ticket to Facilities). It would be nice to know why the ticket is being escalated or moved.
Is there an option in iiQ that would allow users to schedule to sign out assets? We have a computer cart that teachers can sign out to use for their class periods. It would be good to have them do it in iIQ since they are already in here for tickets but I don’t know that the functionality exists.
We have a category called “Chromebooks” and when I go in and update an issue to categories, I select from the dropdown Update category and overwrite models to match category. It seems to have updated one of the models within the Chromebook category but not the other models. Any suggestions
Is there anyway to have a device move to the homeroom of the student it is assigned to? Trying to avoid having our techs manually move everything into the kids classrooms
We have an agent who helps with some of our tickets, that never gets assigned the ticket directly.I am wanting to filter the tickets we have to see what tickets they have previously worked on.Essentially the flow is:Ticket gets assigned to Agent 1Device gets handed to Agent 2 that performs some part of the work (replaces a keyboard for example) and adds comments to the ticket on the work done. The ticket remained assigned to Agent 1 During this process. Agent 2 is not a follower of the ticket (and can not be) Agent 1 completes the rest of the work needed and closes the ticket upon completion.The desire is to be able to filter on IIQ tickets and be able to see what tickets “Agent 2” performed some work on. I’ve been checking the filters, and unless I’m missing something (which is HIGHLY possible), I do not see a way to filter for this.
We have duplicate assets that have been imported with the same serial number, but the asset tag number is different. How can we stop this from happening? Besides the obvious of letting 30 other techs know not to do this, I would like a solution that states this is a duplicate asset and to not create. See photo for example.
I’m looking for a way to update the room numbers of several tickets at once without having to go in one by one (they are all resolved). Any Suggestions?
Is anyone else seeing this issue where a usb webcam is not working to take a snapshot? I have deleted cookies, restarted the browser and computer, tried a different webcam, tried a different browser, made sure that allow is set in camera settings, and it is still not working. Any help would be much appreciated.
Anyone know of a way to bulk clear fees? It can probably be done with the API, but I am not well versed using the API
How can I deny only certain dates within a multi-date request?
I have a ticket opened. But I want to send a comment/response to multiple users via the ticket system. How do I send an email response to a user via ticket?
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