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Unable to return spare to pool

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Figured I’d post here since the issue hasn’t resolved after 15 minutes.

I’m working a ticket that has a device assigned through the spare pool. I’ve got the device and click on “return spare”

iiQ is returning the spare to the pool but is not unassigning from the student OR recording that the action is complete, leaving the ticket in limbo as I cannot close it.

 

Best answer by Kathryn Carter

@AMeyer Greendale Schools Not sure why I thought that was rule. 🤦🏼

Alright so it looks like the device is now unassigned and located in the HS sparepool. 

I hit the Force Resolve ticket button and it is now resolved. I hope this helps! 

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Alyssa Meyer - Tech Lady, Superhero & Guru (depending on who you ask)
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    Kathryn Carter
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    • October 2, 2024

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

    What’s the ticket number?? 

    Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
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    @Kathryn Carter I knew I forgot something… ticket number: 12507

    Alyssa Meyer - Tech Lady, Superhero & Guru (depending on who you ask)
    Kathryn Carter
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    • Kathryn Carter
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    • October 2, 2024

    @AMeyer Greendale Schools What is the trigger for the Daily Loaner Rule? 

    Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
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    @Kathryn Carter Do you mean the tag? I don’t see a rule with that name being evaluated.

    The tag is added when we use some ticket templates - I believe Forgot Device, Forgot Device 2024-25 test  and Not Charged.

    No other triggers I know of.

    Alyssa Meyer - Tech Lady, Superhero & Guru (depending on who you ask)
    Kathryn Carter
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    Kathryn Carter
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    • October 2, 2024

    @AMeyer Greendale Schools Not sure why I thought that was rule. 🤦🏼

    Alright so it looks like the device is now unassigned and located in the HS sparepool. 

    I hit the Force Resolve ticket button and it is now resolved. I hope this helps! 

    Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
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    @Kathryn Carter thank you! hopefully it’s a one off.

    Alyssa Meyer - Tech Lady, Superhero & Guru (depending on who you ask)
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    • October 2, 2024

    @AMeyer Greendale Schools I hope so as well. Let me know if it happens again. 

    Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
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    @Kathryn Carter I just learned that another agent has a ticket in this same “limbo”. Could you force close it for us?

    Should be ticket #12496

    Alyssa Meyer - Tech Lady, Superhero & Guru (depending on who you ask)
    Kathryn Carter
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    • October 7, 2024

    @AMeyer Greendale Schools Alright, your agent should be able to resolve the ticket now 😄

    Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
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    @Kathryn Carter thank you!! We’re good to go.

    Alyssa Meyer - Tech Lady, Superhero & Guru (depending on who you ask)
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    • richardhill
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    • November 7, 2024

    we are having similar issue with returning spares and them not unassigning the spare and keeping the ticket in limbo ticket number 154002 and153513

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      CrunchyTigerHiddenKraken
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    @richardhill Might want to submit a ticket to iiQ support for that. Were the devices assigned to agents by any chance?

    Alyssa Meyer - Tech Lady, Superhero & Guru (depending on who you ask)
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    • richardhill
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    • November 7, 2024

    no they are assigned to student at different schools 

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    @richardhill the devices being with agents was the only thing that might have been part of our issue.

    Info for contacting iiQ support below.

    https://community.incidentiq.com/dashboard-account-settings-55/how-to-get-in-contact-with-iiq-support-team-2230?tid=2230&fid=55

     

    Alyssa Meyer - Tech Lady, Superhero & Guru (depending on who you ask)
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    Was this fixed? we are having this happen on multiple tickets at our locations as well.

    Kathryn Carter
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    • Kathryn Carter
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    • November 8, 2024

    @CrunchyTigerHiddenKraken You will need to submit a ticket to support to get this reported to our internal team. If it is a reoccurring issue, we will open a ticket for us to look into this. 

    https://community.incidentiq.com/dashboard-account-settings-55/how-to-get-in-contact-with-iiq-support-team-2230?tid=2230&fid=55

    Thank you in advance for your assistance with this. 😄

    Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
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    ​@Kathryn Carter could you work your magic on a ticket for me with this issue? I’m still waiting to hear back from iiQ support with a fix.

    Ticket 13546 with asset tag 022154 needs the “return spare” button pushed please.

    I’ve got 2 others but am leaving those for the dev team to look at (hopefully soon...)

    Alyssa Meyer - Tech Lady, Superhero & Guru (depending on who you ask)
    Kathryn Carter
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    • November 26, 2024

    ​@AMeyer Greendale Schools got you! 

    Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
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    ​@Kathryn Carter I (and my coworker) appreciate the assist. Have a great holiday!

    Alyssa Meyer - Tech Lady, Superhero & Guru (depending on who you ask)
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