Repeat Offenders Workaround via Asset Status / Rules / Tags

As we all know, asset damages are a common occurrence in the K-12 space. Frequently, there can be users who are repeatedly damaging assets. Considering how it would be nice to be alerted to those users submitting multiple asset damage tickets, I created this process to help keep track of those "Repeat Offenders". This workflow can identify those users who continue to damage devices, easily apply fee tiers, and/or automatically categorize broken devices. With these steps, you can build what is helpful for your district's needs

Steps:

Create these custom details within iiQ:

-Tags for each offense (Tags - Creating and Applying Tags to Tickets)

-Fees/ Fines for each offense (if applicable) (Fee Tracker App - Installing and Managing)

-Assets Statuses to correlate with each of the new offenses (Creating and Editing Asset Statuses)

Create a “Ticket > Updated” Rule with a filter of the tag you created for the 1st offense

2a. Add the action “Set asset status” to the custom status you created to correlate with that 1st offense (i.e., first offense).

Create a “Ticket > Created” Rule with a filter of the asset status for that 1st offense created in step 2.

3a. Add the action “add tag,” selecting the tag for the 2nd offense.

3b. Add the action to update the asset status to correlate with the 2nd offense.

*Replicate this as many times as needed, cycling back to step 1 with the appropriate adjustments for the fee progression.

Result:

For the first incoming ticket, all you’ll need to do is add the 1st offense tag to the ticket which kicks off the automation built in the steps above. From here, the only thing you’ll need to do on new, incoming tickets is add the applicable fees/ fines if your district utilizes a fee system.

* Please note that if a device is ever broken beyond repair, you will need to manually apply the asset status that correlates with the number of damages the user has attributed to them to the new device they’ve been issued to keep the process running.

Let me know what you think! And if you have any ideas to improve this, keep me posted!

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This is great @JTherrien_iiQ!!! Thank you for sharing this

@JTherrien_iiQ If I am understanding the workflow correctly, every time a ticket is created it will update the asset status to the next offense? Is there a way to have this done when resolving the ticket based on whether or not we issue a fine or something like that?

I don’t want to prematurely update the asset status if a ticket is made for something that isn’t physical damage.

Hi ZGarber 4208988 glshelp,

You could use a variation on the workflow above by only setting the Asset Status to “2nd Offense” when your agent adds the tag “2nd Offense” to the ticket. You can even have iiQ email the appropriate person once the allowed number of offences has been reached.

@MKing_iiQ This is a solid idea. Though, if I’m understanding correctly, @ZGarber 4208988 glshelp, I would adjust the build to be based on Resolution actions so that you can control weather or not the damage status applies to the asset. Does that sound like what you might be looking for? Let me know either way and we can work it out together. :)

I don’t think this will work in our case. The device status would change but the device isn’t with the same student when a repair is complete. The number of offenses or breaks needs to be affiliated with a user so billing/consequences can be appropriately applied. A rule that applies a tag to the requested for user would allow us to track breaks by user. We would also need this to be able to be reset each summer.

Hi @Modlinm ! I think this would be a great suggestion for the Idea Exchange. As of now, we cannot automate this workflow with users, only assets.

That said, the workflow would just need to be adjusted to associate the breakage count to the new asset by the Agent assigning the new device or working the ticket, and the counter will continue to run. (ex. the old device had the First Offense status - when assigning the new device, change the status of that device to Second Offense to keep the process running.)

Here is what you can do to change the status when you unassaign the previous device when it has been/ will be exchanged for a new device.

And you can set an automation to reset these over the summer as well. Here’s an example of that.

Let me know what you think!

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