@AMeyer Greendale Schools Thank you for submitting your question to our community!

I force resolved the spare so that agent can close the ticket now. Do you have iiQ admin rights? 

@Kathryn Carter I am an admin for our instance, is there somewhere I should be looking to force these actions? I don’t see the button you have in your screen shot.

@AMeyer Greendale Schools Looks like only an iiQ employees have that option so I can resolve those for you when needed. Additionally, what is the route cause of these going into limbo? Do you have a rule set for spares? 

I did not have any rules related to spares when we first had the issue (October 2nd).

Within the last week or so I did add a couple to our high school only. The affected ticket today was for our middle school.

Rules I added: 

1. When a spare is issued, the ticket’s status changes to “waiting on requestor”
2. When a spare is returned, close the ticket

@AMeyer Greendale Schools Hmmmmm, I am not sure why those tickets are in limbo then. It only affects some random spare tickets too so maybe submit a ticket and have our tier 2 team look into this. 

@Kathryn Carter I appreciate your insight, as always! Ticket has been submitted.