Unanswered questions

For some reason IIQ is absolutely butchering the image uploaded to a model. I’ve tried a variety of dimensions and cropping them differently, but the image preview keeps coming out nearly unrecognizable (see example below with Securly Classroom/Filter). Is there any officially recommended image format or dimensions to stop this from happening? 

We take in some emails from parents who don’t have access to our ticketing system. Often info will be included in the subject line of the email, but when that gets copied into a ticket only the body of the email makes it in, not the subject line. Is there a way we can retain that so we can see what the subject line says when converting into a ticket?

My Google Device general settings that set asset status are:I have a rule when a device has a ticket submitted for a ‘broken’ issue, the device status is changed to ‘Broken’. However, the day after, the device status is changed back to ‘In Service’. Google Devices is doing it:I want device data from Google to sync to IIQ when there are changes such as an OU move, a new user, last login date, last sync, etc. That is why I selected the ‘Update Asset” checkbox. Will unchecking that box prevent those data elements from syncing to IIQ?Obviously, it’s one of the ‘update’ checkboxes overwriting the device status, but I’m not sure which one.I’ve always been confused around the ‘Update status with every sync’ checkbox. Can anyone explain this option? Updating data with every sync is what it should be doing. What happens when this is unchecked?

I have a school district that has a spreadsheet of devices and their problems. They are using the Trafera implementation as well to have them sent off for repair. They are asking if there is a way they can upload that spreadsheet into IIQ and it auto-generates tickets for each device. I’ve look around on the site and could not find anything that looked like a way to do this. WIth all of the blanks and boxes that need to be filled out on each ticket, I didn’t think there was to begin with either. But I’ve missed things before and thought it wouldn’t hurt to ask.If this isn’t an option, would it be something that could be implemented? Maybe at the understood loss of more detailed information, like site codes and people? 

Recently, our techs have noticed that anytime they add a part to a ticket, e.g a screen, it will send a notification to the requestor. I have looked and there are no rules setup to do that, and the techs have stated this has started happening recently. This is causing some confusion with our students, who have gotten used to when they get a follow-up email, that their device can be picked up. I can’t seem to find a way to turn this off district-wide, but I could be missing something. Is there a rule or setting that I’m missing to ensure that notifications aren’t sent on part add.

I’m getting emails from multiple users at our site that they are unable to login using Google SSO, but when I check their profiles in IIQ it shows that their accounts are all “authenticated by GoogleSSO provider”Unsure how to resolve this issue. Should I delete the faulty profiles and re-sync? The profiles were all imported in the same way, so why are only certain users reporting issues?

An API request using pagination for returning ~74,000 assets results in duplicate values although the total items returned is correct.After doing some research, the issue could be related to non-deterministic ordering on the endpoint. How does iiQ order items in the query on their API endpoint?

Has anyone figured out a way to get an average ticket count based on a filtered view? I have a view for our “active” tickets that only includes specific ticket statuses. I want to find out what the average number of those tickets we have for a given time period.!--a=1-->

I would like for IIQ admin to have the ability to edit all Agents “out of office” settings .

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? 

Our district uses the My Payments Plus fee collection program. We need to link it in Incident IQ. How do we do that?https://www.mypaymentsplus.com/welcome

I have a custom status of “Waiting on Student Pickup” that triggers a 30-day rule that will change the status to: “Needs to be Disabled” if it’s not picked up.At the moment, if an update is made to the ticket, the status automatically changes to “In Progress” and essentially starts the clock all over again because we have to manually change it back to “Waiting on Student Pickup”I want to create a rule to not change the status if updated when a ticket’s current status is “Waiting on Student Pickup” but that is not an option; or at least I can’t find it.

Is there a way to set the requestor of a ticket based on the input in a custom field on the ticket?We have a walk in station set up in our helpdesk where a ticket is already set up for input. It has a custom field for the user to select their user account based on the iiQ User field type. Once the ticket is submitted, I want the system to match the entered email address with the address in a users profile and change them to the requestor.!--a=1-->!----comment>

It would be great if we could have an option under Rules for “When Updated” under Users.If X role updated or changed to Y Role.For example,When a student leaves our district they are changed to No Access.When a staff member leaves our district they are changed to No Access.I would love to be able to make a rule for each situation;The rule to make a Staff Leaving ticket when the role changes/updates from Faculty to No Access. The rule to make a Student Leaving ticket when the role changes/updates from student to No Access.thank you.

Hey iiQ Community!We are looking for guidance—and potentially putting forward a feature request—regarding the most reliable way to trigger a device recall ticket when a student leaves the district mid-year.The Challenge: Delayed User Account DeactivationOur primary challenge is timing. Our Student Information System (SIS) marks a student as inactive (e.g., isactiveinsource=false) immediately upon exit. However, our district policy keeps the student's Google account active for a 30-day grace period.This means we cannot key an iiQ User Rule off of the user account being deactivated, as that's 30 days too late for a timely device recall.Furthermore, we've noticed from previous community discussions (like the one about using "When field is updated: Location" which often fails to execute reliably, that relying on other standard User fields can be tricky.Our Proposed Solution: Keying off the Inactive Google GroupWe have implemented a solid workaround that seems reliable, and we wanted to sha

Is there any way to take all of your ticket templates and filter out by a specific agent or team? I have many templates created for our maintenance dept. and when someone leaves, I have no way to pull up all ticket templates that were created for that specific agent and change to a new employees name.  Would there be any way to add a filter or view setting to see agents/teams assigned to ticket template view?Thanks

For some reason the delete option isn’t available on my previously saved views making it impossible for me to delete them. Any idea on how I can resolve this issue. Below is a screenshot of what one of the views look like. Normally you will see the “delete view” option in the lower left corner of the view designer. Please help me….  

Is there an integration that pulls from Mosyle, if the device is online or in use somewhere, like Google and Microsoft do?  We want to do the Smart Audit, but doesn’t look like there is a way to pull the iPad and Macbook info.

Need guidance to structure a communication workflow for managing active incidents in IIQ using the Announcement App, ticketing, and tiered user alerts.   

I’m not sure if I’m missing something… is this really the only way to Follow a ticket?  This is so tedious. Why not add a “Follow Ticket” action for Agents right here?  

Hello, curious if there is a way other districts handle this.I have an audit setup for our checked out 1:1 student Chromebooks that looks for most recent user matching owner. The trouble being, when a student changes their name they get get a new email address to match the new name and their old email becomes an alias in Google (it still is all under the same profile in Google technically). This means IIQ now has a new email for them in their profile.The issue I am seeing is the audit fails because it still sees them using their old email as most recent user (which IIQ does not tie into the existing profile that now has a new email).Outside of having students remove old profiles from a ChromeBook and sign in under their new primary email are there any other solutions?

I am excited to see we can now mark events as Private or Public which is great. Without the ability to do this via the Rules Engine or setting them to default to private, we cannot use this feature that we really wanted and were excited for.

Good afternoon,  How do I make and print a list containing the organization, calendar date/time, and location. I would like the list to be within a date frame and have it sorted by earliest date first and location. 

so right now you can add parts used to a ticket and this will take the part out of inventory.  was wondering if this is the best way to do this if lets say your repair needs multiple parts and is not currently being worked on and you may need to order other parts.  So I need a bottom cover, system board and battery for a Chromebook.  I have the bottom cover and system board but need the battery.  I would like to have my inventory reflect that i have the bottom cover and system board assigned to this ticket but waiting for the battery.  If I add them as parts used it does this but technically if I haven’t replaced those parts yet is there any other way to “assign them” to the ticket so my inventory reflects that I don’t have that number available.  so if I have 10 system boards but 1 is assigned to a ticket I truly only have 9 available.  hope I explained that correctly.

What is the best way to know what assets were not returned at certain point? For example, right now, I’d like to know what assets that were checked out last school year to a student, were not returned as of today.Also, if I look at the Timeline of a specific asset, I can see when that asset was assigned to a user, but I have not found a way to include that information as a Column or in an Export. Is that possible?