Creating and managing locations

Track-It allows you to maintain the location and address details of requestors and departments. You can also add contact information for a location and assign a priority to it. You can configure multiple locations based on the database of requestors and departments. You must have system administrator permissions to manage locations.

The following topics are provided:

Key considerations

  • While creating a ticket, if the Location field is enabled and a requestor selects a location, the Contact Information and Address Information fields are automatically populated on the Ticket form in Self Service.
  • The data in the Location field of a ticket shows the location of the department and not of the requester. Although requestors can view the department and location information in Self Service, they cannot update it.
  • You can configure SLAs and business rules that are specific to locations.
  • On the Locations page, you can sort the list of locations by Location Name, Priority, Contact Person, and Location Phone columns.
  • Using Priority hierarchy, you can set an order of precedence for the Category, Requestor, Location, and Department modules. Based on the priority hierarchy that is configured for a group, a record is assigned a priority. For more information, see Defining Priority Hierarchy.

Creating a location

  1. On the header bar, expand the hamburger menu  and select Configuration.
  2. Click Application Settings > Location.
  3. On the Locations page, click New.
  4. In the New Location dialog box, in the Location Information section, perform the following actions:
    1. In the Location Name field, enter a name for the new location.
    2. (Optional) To assign a priority to this location, in the Priority list, select a priority.
    3. (Optional) In the Location Phone field, enter a phone number for the location.
    4. In the Alternate Phone field, enter an additional phone number.
  5. (Optional) In the Contact Information section, perform the following actions:
    1. In the Contact Person field, enter name of a contact person for this location.
    2. In the Phone field, enter a phone number of the contact person.
  6. (Optional) In the Address Information section, perform the following actions:
    1. In the Address field, enter an address for this location .
    2. In the City/Province field, enter name of the city or province.
    3. In the State/Territory field, enter name of the state or territory.
    4. Click the Country list.
    5. In the Select Country dialog box, select a country and click OK.
    6. In the Postal Code field, enter postal code for the location.
  7. Click Save.

Editing or deleting a location

  1. Navigate to the Locations page (hamburger menu  > Configuration > Application Settings > Locations).
  2. On the Locations page, perform one of the following actions:

    To edit the location
    1. Select a location that you want to edit and click Edit.
    2. In the Location: locationName dialog box, edit the required fields.
    3. Click Save.
    To delete the location
    1. Select a location that you want to delete and click Delete .
    2. In the Delete Record dialog box, click Yes.

Related topic

Creating and managing departments

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