Enter locations

Locations are attributes built-in to Web Help Desk. Administrators can add these attributes based on their Web Help Desk deployment. You can also add locations using the client LDAP synchronization.

Locations allow you to store information about customer locations and their corresponding departments. You can map those locations to techs in the same geographical area. Populating this section is another step towards automated ticket processing and technician dispatch.

When you first use locations, only four location pages (Options, Locations & Rooms, Location Groups, and Location Custom Fields) are listed. Depending on the features you choose, the names and screens will change.

Select the location options

  1. Click Setup > Companies & Locations > Options
  2. Select the options to include for your locations.

    Select Use Companies to link your locations to a company.

    Select Company or Location Group to indicate which manager location manager will take precedence for all ticket escalations.

    Select Use Rooms to attach rooms to all locations.

    Select Use Departments to allow clients and techs to be assigned to departments.

    A Departments submenu will display under Setup > Locations & Departments and a Department popup menu will display in the client-profile and ticket pages. To enable the Assigned Techs tab in Setup > Locations & Departments > Departments > [Department], enable Preferences > Tickets > Ticket Preferences > Auto-assigned Tech Must Belong to Department.

Create a location

  1. Click Setup > Companies & Locations > Locations & Rooms.
  2. Click New.
  3. Enter the location name and contact information.
  4. Click the Company drop-down menu and select the company assigned to this location.

  5. Enter the e-mail domains for this location.

  6. Click the Business Zone drop-down menu and select the default time zone for this location.

    See Configure the business zones and calendar settings to set up a time zone for this location.

  7. Select the Client Login Enabled checkbox to indicate whether clients assigned to this location area allowed to log in using the web interface. When deselected clients cannot log in but can crate tickets using e-mail.

  8. Select the default client permissions for this location.

    Select Client Admin Can Report For Others to allow the client administrator to create and assign a ticket to another client.
  9. Locate and select the clients assigned to this location.

    To minimize database errors, do not assign a client administrator to more than 2,100 locations.
  10. Select the priority type that determines the ticket due date for this location.

    Select All for all types or Specific to select one or more types.

    See Create a priority type for details on setting up the priority types.

  11. Click the Default Priority drop-down menu and select the default priority type for this location.

  12. (Optional) Select a billing rate for this location.

    See Define rates and terms to set up a billing rate for this location.

  13. Select a tax rate used in calculating costs for tickets assigned to this location.

    Select Default to apply all tax rates defined as a default tax rate at Setup > Parts & Billing > Rate & Terms > Tax Rates.

  14. Indicate whether parts are stored at this location.

  15. Select the checkbox to enable clients to view the work time for this location.

  16. Select the checkbox if the Assets tab is available in the client interface for clients at this location.

    This option overrides the default setting at Setup > Assets > Options.
  17. Determine how clients can create tickets for this location.

    Clients who are not allowed to create tickets using either method can only view and update existing tickets if their login credentials are enabled.

  18. (Optional) Add any notes related to this location.

  19. (Optional) Add an attachments that provides specific details for this location.

  20. Select the status of this location. Leave this checkbox blank if this location is active.

  21. (Optional) Enter a custom label for this location.

  22. (Optional) Select a color that highlights the label for this location.

  23. Select the outgoing mail account used to send email for tickets assigned to this location.

    Click the tooltip for details.
  24. Click Save.

Create the rooms

If you selected Use Rooms for your location options, configure the rooms for your new location.

  1. Click the Rooms Editor tab.
  2. Click New.
  3. Enter a room name. For example, B-125.

  4. Click Save.
  5. Repeat step 2 through step 4 for each additional room in this location.