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Home > Success Center > Web Help Desk (WHD) > Client cannot override the assigned room in a ticket

Client cannot override the assigned room in a ticket

Overview

In WHD 12.4.1 and later, when you click Setup > Ticket > Option and select the Lock Ticket To Client Location checkbox, the client cannot select a different location.

In WHD 12.3 and earlier, selecting this checkbox locks the room so the client cannot change the assigned room. 

The following error appears:

Room is Required

 

STEPS TO REPRODUCE
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  1. Log in to WHD as an admin.
  2. Create locations and rooms.
  3. Create a Client.
  4. Add the client to a primary location. Do not assign the client to a room. 
  5. Click Setup > Ticket > Option and select the Lock Ticket To Client Location check box.
  6. Click Setup > Ticket > Option and select the Room Required check box. 
  7. Log out of WHD.
  8. Log in to WHD the client you created in step 3.
  9. Create a ticket.


ACTUAL RESULTS
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Cannot create a ticket. The room is required but not editable.


EXPECTED RESULTS
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The room should not be locked when the Lock Ticket To Client Location checkbox is selected in Setup > Ticket > Option.

Environment

WHD 11.x

WHD 12.0

WHD 12.1

WHD 12.2

WHD 12.3

Cause

Known issue. 

Resolution

Upgrade to Web Help Desk 12.4.1 or later. 

 

 

Last modified

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Public