LocknCharge is a hardware and software solution to efficiently charge, store, and secure phones, tablets, laptops, and other mobile devices. This guide will walk you through how to configure the necessary settings within Incident IQ.
Enable Workflows
On the overview tab, you can enable or disable the different LocknCharge workflows. This gives you control over what workflows agents will be able to perform when using LocknCharge on tickets. Please see the following guide for the different workflows:
Enable Emailing Parent/Guardian
Also, on the overview tab, you can enable the Send Email to Guardian. This will send the emails to the student AND the parent/guardian. The emails for the parent/guardian are being pulled from your SIS integration. This way, the parents are notified of the workflow along with the pass code to access the Bays if necessary.
Creation of iiQ Assets for Discovered Stations
After successfully authenticating the app in iiQ, district admins will need to navigate to the Discovered Stations tab within the app to verify that all expected towers were successfully retrieved. Also, will need to enable the tower License Status. If missing towers select the Refresh button. If towers are still not available, Admins may want to verify the connection status for the missing tower(s) from the LocknCharge portal and troubleshoot accordingly.
For each tower managed in the district’s instance of the LocknCharge Cloud portal, a new asset is already created in iiQ. These asset profiles can be viewed and managed by clicking on any of the towers from the discovered stations tab within the app.
These are also available to view and manage from Assets Explorer. Districts can quickly look up towers in iiQ by scanning or entering the serial number of the tower. More details surrounding how this asset data is pulled and populated into iiQ:
Tower Serial number → Asset tag in iiQ
This field can be edited in iiQ and districts are encouraged to update this to a more user-friendly identifier to make it easier to lookup the tower in iiQ later.
Tower Serial number → Serial Number in iiQ
It is not recommended that districts update this field in iiQ. The serial number for LocknCharge towers can typically be found on the back of the tower.
Tower Name → Tower Name in iiQ
Districts will not be able to edit this field from iiQ, but this can be adjusted by an Account Owner in the LocknCharge Cloud portal. It is recommended that tower names are intuitive for Agents and Technicians, as this is how towers are referenced throughout ticketing workflow menus. However, as long as Agents and Technicians know the location, asset tag, or serial number of the tower, these identifiers can also be used to select a tower from any ticketing workflows.
Location and Location Details
This information is NOT pulled automatically from LocknCharge, and it is recommended that Admins update this information on the towers before utilizing any ticketing workflows, as the location details field is referenced in instructions provided to end users via LocknCharge ticketing notifications. Any data captured in the location details field for towers will be leveraged to direct users to a corresponding tower for device pickup and drop-off.
In addition to the fields outlined above, districts are encouraged to use any additional fields for the asset to capture purchase and insurance data.
Remote Tower & Bay Management
In addition to managing the asset details for each tower in iiQ, Admins and Agents will have the ability to refresh tower and bay statuses from LocknCharge in the event that changes were recently made in the LocknCharge Cloud Portal but aren’t yet reflected in iiQ.
Agents and Admins will also have the ability to manage tower bays from the asset details interface:
Bay Controls
For each bay of every tower managed by the iiQ/LocknCharge integration, Admins or Agents with permissions to manage towers and bays will have the option to do the following after clicking the settings icon next to each bay:
Open bay: This option opens the bay remotely - please note that this action may interfere with ticketing workflow notifications when a bay is accessed via this option while reserved for a ticket. It’s recommended to cancel the workflow from the ticket details page to prevent ticketing notifications from being sent inadvertently as the bay door is closed. This is ideal for pre-loading bays as needed (before a workflow is initiated from a ticket).
Assign Pin: This option allows Admins and Agents to manually enter a PIN code that can be used for accessing the bay without initiating a ticketing workflow. Please note that this option does not send email notifications that provide the PIN code to another user. This PIN code is also not saved within the UI, so it’s important for the Admin to remember the PIN code. Otherwise, they can overwrite this PIN later by creating a new one.
Bay Statuses
Bay Statuses in iiQ - These statuses are only applicable for working with bays in iiQ, and do not reflect bay statuses from the LocknCharge Cloud portal.
Online - indicates the tower is connected and includes any of the following bay statuses
Available: Bay is online, empty, and ready for use on a ticket.
Ideal for the “return” use case or any workflow when an asset is not pre-loaded into the bay (IE device or item in Agent’s possession prior to initiating workflow)
Asset Available: Bay is online, contains an asset or item, and ready to be used on a ticket.
Ideal for workflow when bays are preloaded with devices and ready for pick-up
In Use: Bay is online, may or may not contain an asset or item, is reserved for a ticketing workflow (ticket number & link to view ticket will be included with bay status)
Offline - indicates the bay is offline and not available to manage remotely.
Bay Statuses in LocknCharge Portal - These statuses are applicable to working with bays from the LocknCharge Cloud interface and provide some context surrounding the status of a bay based on the color displayed by the LED light on bay doors.
Bay LED display - colors description:
Green: bay is ready and available
Red: bay is open
White: bay is reserved
Black: bay is offline
Bays that are being utilized for an iiQ workflow will stay in an “assigned” or “reserved” state and the bay LED display should be white until the bay door is opened. Once opened, it will turn red.
Managing Bay Contents
Admins and Agents have the option to pre-load bays with either assets or item descriptions from the Bay management interface of any LocknCharge tower asset profile in iiQ. To add an asset, they’ll just need to select the drop-down menu for the bay they’re placing the device in, and search for an asset by asset tag or serial number. After selecting the device they’re placing into the bay, they’ll then need to click the Save button included beneath the bay number.
In addition to adding a device to a bay, districts also have the option to add any item description to the bay from this interface by clicking the Custom description button. Users can input any text values that describe the contents they’re placing in the bay. After entering the description, they’ll want to click the Checkmark icon to save the description, and then click the Save button listed beneath the bay number.
Any text entered into this field will also be used in ticketing notifications that instruct requestors of what they’re picking up. But these can only be sent via initiating a LocknCharge ticketing workflow from the ticket details widget.
Example use cases that this option can be used for include:
Adding chargers to bays for distribution if a student or teacher forgets theirs
Adding other device peripherals to the bay for pick-up
Adding documentation or paperwork that must be signed or notarized to the bay
Permissions
There are a couple of permissions around LocknCharge. Navigate to the Administration > Permission. Under the Apps & Integrations section are the following permissions:
Conduct Exchanges - allows users to initiate an exchange on a ticket.
Manage Towers and Bays - allows users to manage all bay controls and contents from the asset details page
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Hannah Bailey - Director, Customer Engagement