iSupport Community

We have this in multiple circumstances where it would be nice to have multiple locations per customer for instance.  I have a customer lets call him Dan and he is the a Division Coordinator that has 9 locations that he is supporting, plus his location.  Right now he is in GWI as Dan from Fictional, Inc. at Nowhere, USA.  Well when tracking calls from Dan it is not real easy to have him available to call from multiple locations without duplicating his customer and assigning it a new Location with a bogus email. 

What I was thinking is if you make the location a semi-colon separated string you could then have multiple locations for one person. Aka then when selecting a customer on an incident it would show

Dan @ Nowhere, IA
Dan @ OfficeTown, CT
Dan @ Plantville, AK
Dan @ Hometown, PA 

and so on...  This would help out in later looking at incidents per location rather than having to fill out more info to try to separate the plant or office location some other way for these unique customers.

 Is there anyone that has any thoughts on this?

I would really like to see GWI make some changes related to locations as well.  Some that come to mind for me are...

1.  Allow a rep to be assigned to multiple locations.  In our support environment, we have about 20 sites (schools) that we support for hardware and software.  We have 6 technicians that support the 20 sites, and each technician is responsible for two or more sites.  We assign techs to specific sites so that they have a stronger connection with the people they support rather than randomly assigning tickets as they come in.  If a rep could be assigned to multiple locations, we could utilize Location-based routing, which would simplify some of what we need to do to assign incidents.

2.  Make some kind of connection between "Rep" locations and "Customer" locations for permissions.  The reason for this is that in addition to the support structure described in #1, we also have a local support person at each site who has minimal support responsibility.  Basically, they can take care of any 5-minute task, like replacing a keyboard or mouse, but then route it to their sites assigned tech for anything more complex.  Unless we give permissions to "All" for these intermediate support staff, they lose ability to view and track incidents within their site unless they authored are assigned the ticket.  I tried to set permissions based on "Location", but all location permissions are relative to the "Rep" and not the "Customer" location.

3.  Not directly related to locations, but related because of the workarounds we do to address the limitations with locations, in Incident Templates, provide the ability to specifiy "Others to notify" in the template.  Because of the location limitations, we built a template for each site which contains the correct Rep to be assigned the ticket.  As part of the process, we've require the ticket author to also specify the intermediate rep as an "Others to notify" so that the stay in the loop as work occurs.  Making this part of a template would make this easier for the submitter and make sure it happens consistently (which is now a problem).