Create and manage locations

Locations can be assigned to tech groups and to assets.

Select the location options

1. Click Setup > Companies & Locations > Options.

2. Select the options to include for your locations.

   Option	Description
   Use Companies	Links your locations to a company.
   Manager Precedence	Indicates which location manager will take precedence for all ticket escalations.
   Use Rooms	Attaches rooms to all locations.
   Use Departments	Allows clients and techs to be assigned to departments.

   A Departments submenu is displayed under Setup > Locations & Departments and a Department popup menu is displayed 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.

3. Click Save.

Create a location

The following example shows how to create a location in Web Help Desk. The location will be assigned to an asset later in this guide.

1. Click Setup > Companies & Locations > Locations & Rooms.

2. Click New.

3. Enter a name for this location.

4. Enter the address for this location, and enter phone numbers if applicable.

5. From the Company drop-down menu, select the company assigned to this location.

6. Enter the email domains for this location.

7. From the Business Zone drop-down menu, select the default time zone for this location.

   The business zone describes the time zone, country, business hours, and other related information for your primary and remote call center locations. See Configure the business zones and calendar settings to set up a business zone for this location.

8. 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 create tickets using email.

9. In the Default Client Admin Permissions, 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.

10. Locate and select the clients assigned to this location.

    When you look up and select a client, the client name and role is displayed in the Client Admins row.

    To minimize database errors, do not assign a client administrator to more than 2,100 locations.

    

    To override the admin permissions for a client, click the key icon under Role and select the appropriate options. When you are finished, click Done.

11. Select the priority type that determines the ticket due date for this location.

    • Select All for all types.

    • To select one or more types, select Specific. Then select the types from the Selected Priority Types section.

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

12. From the Default Priority drop-down menu, select the default priority type for this location.

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

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

14. 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.

    • Select Specific to select one or more tax rates from all defined rates.

15. Indicate whether parts are stored at this location.

    • If this location does not store parts, select No.

    • If this location stores parts, select Yes and then enter the email addresses (separated by semicolons) of personnel who will receive inventory alerts for this location. You can set up the default value at Setup > Parts & Billing > Inventory Alerts.

16. Select the Work Time Visible to Clients checkbox to enable clients to view the work time for this location.

17. Select the Clients Can Search Assets checkbox if the Assets tab is available in the client interface for clients at this location. Otherwise, leave the checkbox unchecked.

    This option overrides the default setting at Setup > Assets > Options.

18. In the Clients Can Create Tickets Using area, specify how clients can create tickets for this location. If both options are unchecked, clients whose login credentials are enabled can only view and update existing tickets.

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

20. (Optional) Add any attachments that provides specific details for this location.

21. If this location is not currently active, select the Inactive checkbox. Leave this checkbox blank if the location is active.

22. (Optional) Use the Color option to specify a color that highlights the label for this location. Select white for no label color.

23. From the Outgoing Mail Account drop-down menu, select the outgoing mail account used to send email for tickets assigned to this location.

    If you select Default, the outgoing mail account is retrieved from one of the following locations:

    • Outgoing mail account tied to the company assigned to this location.

    • Outgoing mail account tied to the incoming mail account that is relevant to the ticket (determined by the ticket request type). See Setup > E-Mail > Incoming Mail Accounts.

    • System default mail account configured at Setup > E-Mail > Outgoing Mail Accounts.

24. Click Save.

Create the rooms

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

1. Click Setup > Companies & Locations > Locations and Rooms.
2. In the Location Name column, click a location that requires a new room.
3. Click the Rooms Editor tab.
4. Click New.

5. Enter the room name.

6. Click Save.

Search for a location

All locations are stored at Setup > Companies & Locations > Locations & Rooms.

To search for a location, enter a name in the Location field and click Search. If the Location Name column contains multiple names, you can search this column by appending a wildcard (*) symbol to your search term.

The following table lists the types of searches you can enter using this symbol.

Search type	Description
*Austin	Displays all locations that end with Austin.
Austin*	Displays all locations that begin with Austin.
*Austin*	Displays all locations that contain Austin.

Delete a location

1. Log in to Web Help Desk as an administrator.
2. Click Setup > Companies & Locations > Locations & Rooms.
3. In the Location Name column, click the location you want to delete.
4. Click to enter edit mode.
5. Scroll down to the bottom and click Delete.
6. Click OK.

Delete a department

1. Log in to Web Help Desk as an administrator.
2. Click Setup > Companies & Locations > Departments.
3. In the Department column, click the department you want to delete.
4. Click to enter edit mode.
5. Scroll down to the bottom and click Delete.
6. Click OK.