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We aren't sure how to best configure WHD. We are setting up a new WHD system at my university.We want to create tickets when faculty call or submit problems about technology problems in their classrooms. We have many tech groups on campus, each of which handle's various sets of buildings or rooms (over 400).
Almost of our resolution efforts focus on the building and room; the faculty member who reports the problem or creates a ticket is nice to know, but secondary. We want to be able to use WHD data to show open tickets by building, show the complete history of problem reports by classroom over time, and things like that. In a university, each classroom may be used by up to 10 faculty in any given day; we need to solve the ROOM’S problem, NOT so much a particular person’s.
Any ideas on how to most efficiently set things up to do what we need would be appreciated.
You should be able to set that up fairly easy.
Register all the locations and rooms in Companies & Locations > Locations & Rooms.Make Companies & Locations > Location Groups for each of the areas that managed by the different Techs.Assign the Techs to the Location Groups they look after.If you want to restrict access to the Techs and their ability to access Tickets, Assets and Clients for a specific Location Group then check the Preference in Techs > Tech Permissions.
What you can than do is pool all the tech who look after Locations and Rooms and have them into one big tech group and match that group to the request types they will look after.
In the Tickets window - Add to the Column Set : Locations & Rooms
And that should cover off most of what you need.