Students Using IQ

@cris.ward Thank you for submitting your question for discussion & this is an important discussion topic! 

Anyone in our community who can share their experience with Cris?

We have not yet since we have been primarily a K-8 district, but that may change in the next year or two with an addition of some 9-12 students with take home devices. I am curious as to what other district’s feedback on student use is as well. I haven’t tried, but are we able to limit “student use” by grade level? I wouldn’t mind testing out letting the 9-12 students enter information, but I wouldn’t be expecting the younger grades to even try it out.

We have the rules set up for students to begin using IIQ to submit their own tickets, but haven’t implemented it yet. I’m not sure what the reason is.  Currently limited to only choose Chromebook model(s) assigned to the building they are at and tickets are auto assigned to the Chromebook tech that is assigned to the building. We’re also currently looking at adding Policy Manager to manage device insurance agreement and acceptable use policy for each student. 

We utilize it here, students are able to submit tickets for anything to do with their Chromebook. We often get them when student are missing their Chromebook or have damaged or need a new one. It works well and we are happy with it. Students login with Google SSO and have access that way.

Thank you @TAnders @BrandonGHAPS & @Nathaniel Gidon for adding your ideas into this thread! 

We have our students in grades 5-12 create their own tickets. We have it pretty locked down on what categories they see, basically anything Chromebook. We also have staff submit tickets for students if their screen is broke, won’t power on, This is what a student sees when they hit New Ticket. They can only select Chromebooks or Apps/Websites/Software

Then this is the issues they see for Chromebooks:

 Or, they will see these categories for the program side of things. We have the Apps/Websites/Software selections will then only allow students to go right to the comments section of the ticket and they let us know what they need.

We are a 9-12 high school district and we do allow students but we found that most students chose the wrong issue, or chose the wrong asset/software.  Some just chose whatever they wanted to get the ticket submitted and we found we were fixing their tickets all the time, or some would get resolved with incorrect information which affected our reporting and views.   We now just enter the tickets ourselves.  I do believe that adjusting what the students can see with the issues and devices will help and we just haven’t cleaned that up, and I also think ticket templates can help. Unfortunately when our district started using IIQ it was like the Wild West.  All of our IT staff had access and issues were created randomly and have been used-and many are duplicated or don’t make sense, and nobody has cleaned it up.