The Location / Customer field is used to define an affiliation for each user. Location names or customer names are an aid in structuring tickets - from accepting tickets by phone or email, to ticket editing, to reporting.
Example: The comment (the field "Info Location" in the ticket list) can be used to store the entry "Maintenance customer" for several different customers. Sorting by the field now allows a quick overview to tickets of all customers with maintenance contracts.
Every user of INETAPP has a field location in their master data. Locations can be buildings, branch offices and so on. They are an extension to the user's room number and are used to pinpoint the user's location.
Note: From a well-maintained central user administration, the location name can be automatically imported into INETAPP via LDAP. In Microsoft AD, the field "city" (LDAP attribute location
) is usually used in the user data.
The field in the master data can be used alternatively for the assignment of customers - therefore we usually talk about location / customer. Here, for example, one entry is stored for any external company, which is then assigned to the different users of the same company in INETAPP.
This assignment as customer can also be automated via the Email inbox. Here the global part of a received email, e.g. inetsoftware.de
from the email address contact@inetsoftware.de
, is used as location/customer and assigned to the user with the name contact
.
The INETAPP is automatically extended with new location/customer entries.
The configuration allows defining customer specific selection values. When tickets are created by the customer - as the end user - these values are offered for selection in 'Order Field 3'. The available values are defined per location/customer individually. An end user is offered exclusively values that are stored in the location/customer linked to his master data.
The following rules exist for the field:
#
are values that are displayed to the end user.//
Note: The field "Order Field 3" must be set to at least "Show user" in the Configuration application → Tickets → Settings → Ticket fields. The field must also be set as selection list.
Note: The field "Order Field 3" can be preset with values. These are offered in the selection list first.
Example for one location/customer:
#Module HR #Module FiBu #Module Controlling // Comment on Controlling #Module Warehouse Comment on the customer