The Location / Customer field is used to define an affiliation for each user (or asset). Location names or customer names are an aid in structuring tickets - from accepting tickets by phone or email, to ticket editing, to reporting.

• Name - Display name of the location / customer.
• Info - characterization of the place / customer. Can be additionally displayed as "Location-Info" field in the ticket list.
• Priority - individual prioritization of the customer - see default values
• Address - the address of the customer can be used in reports.
• End user values - additional field for customer specific values

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 i-net HelpDesk 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 i-net HelpDesk via LDAP. In Microsoft Entra ID / 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 i-net HelpDesk.

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 i-net HelpDesk is automatically extended with new location/customer entries.

The list of active locations is shown in the configuration at the top. New locations can be added and existing locations can be changed.

Below all deactivated locations are shown. Locations can be deactivated when they are no longer used and no further tickets, user or assets should be created for them. Existing users and assets mapped to a location being deactivated remain unchanged, they can still be found by searching or view as usual. Deactivated locations can be reactivated.

Deactivated locations can be physically deleted in maintenance.

Note: When reading emails matching a deactivated location, e.g. inetsoftware.de, then this location is used for a new user without reactivating the location. If there is an active and a deactivated location with the same name, then the activate location is used.

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:

• Lines with a beginning hash # are values that are displayed to the end user.
• Lines without a hash at the beginning are comment lines
• Comments in a line with a value can be delimited with //

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