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Location, location, location

  • August 11, 2025
  • 3 replies
  • 99 views
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So, we have staff that are reassigned for the next school year, mid-way through the school year, or staff that serve multiple schools. I have set up a view to catch those tickets that put the Location as Unassigned, but how can I catch those whose Requested For location and Location differ? The example below shows how staff are trying to correct it by putting this information in Location Details. I’m trying to teach them how to Edit Location, but in the meantime, I need to make sure our teams go to the right place. 

 

Thanks for any help you can provide.

Best answer by Kathryn Carter

​@amhernandezccisd Thank you for clarifying. Best practice would be for the agent to adjust the ticket location upon ticket creation since it will default to their assigned location. 

One way to catch these tickets would be to add a custom field. This custom field could ask something like “Did you confirm the location of the ticket matches the location you are serving at?” with the selected answer of “yes” & “no.” This would be one way to making sure the agent when submitting the ticket is double checking that location. 

 

3 replies

Kathryn Carter
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  • Kathryn Carter
  • Community Manager
  • August 12, 2025

​@amhernandezccisd Thank you for submitting your question to our community! 😄

Just to clarify, their assigned location is different from the requested location and you are trying to catch tickets where this they do not match? 

Do you have a custom field asking for the location within the existing tickets? 

Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
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No, their Location and Requested for Location are the ones that match. I apologize for not including the headings. So in the picture from my original post, the first column is Location, second column is Location Details, and the last column is Requested for with their name and assigned location.

Normally, their Location and Requested for match. It’s the Location Details, they put the actual location they are at, because they’ve noticed their location is not correct. At times, they put it in the description and that I’m just going to have to watch like a hawk.

No, we do not have a custom field within a majority of the tickets. We do have a custom field for tickets that don’t generally need for anyone to go out. Hope this makes sense. Let me know if you need any more information.

Kathryn Carter
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  • Kathryn Carter
  • Community Manager
  • Answer
  • August 14, 2025

​@amhernandezccisd Thank you for clarifying. Best practice would be for the agent to adjust the ticket location upon ticket creation since it will default to their assigned location. 

One way to catch these tickets would be to add a custom field. This custom field could ask something like “Did you confirm the location of the ticket matches the location you are serving at?” with the selected answer of “yes” & “no.” This would be one way to making sure the agent when submitting the ticket is double checking that location. 

 

Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
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