Frequently asked questions and messages

Manual — Locations and calendars · chapter 9 of 9

The table explains the messages that may appear on the location screens. The most common questions come right after.

Message	Where	Why	What to do
Name is required	New Location, New Sub-location, editing	empty name	fill in the Name
A location cannot be moved into one of its own sub-locations.	Save when editing	the new parent chosen is below the location itself	choose a parent outside its subtree (chapter 6)
A location with sub-locations cannot be deleted. Delete the sub-locations first.	Delete / tree trash	the location has sub-locations	move or delete the sub-locations first
Delete this location? This action is irreversible. / Delete location “name”?	Delete in the record / tree trash	confirmation — the deletion is permanent	check the location’s tickets and assets before confirming (chapter 6)
Error creating / Error saving	registration and editing	failure without a server message: no connection, or the server refused — for example, the Parent location belongs to a site you do not reach (chapter 4)	check the Parent location and the connection and try again
Error loading location	when opening the record (H2O goes back to the list)	the location no longer exists or the connection failed	refresh the list and try again
No locations registered.	Tree mode	there are no locations within the reach of the site in the header	check the site in the header or register the first one
Failed to load.	List mode	the table could not be fetched	try again

Frequently asked questions

• What is the location for if the ticket already has the site? The site says which client or project the ticket belongs to; the location says where, inside it: the building, the floor, the room. It is how the technician gets to the place and how the List mode shows where tickets concentrate (chapter 3).
• I registered a location and it does not appear in the ticket of another project. The location belongs to the site where it was created. To make it valid in every site below, tick Visible in sub-sites (recursive) — in the site above (chapter 4).
• I created the location in the wrong site. The site of a location cannot be changed on screen. If it has no tickets or assets yet, delete it and create it again with the right site in the header.
• I moved a location. What about the ones inside it? They go along: the path and the level of the whole subtree are updated (chapter 6).
• The Assets tab of the location is empty, but there are assets there. The tab only shows the assets linked directly to the location — those of the sub-locations are in the record of each one — and requires the Computers right (Read) in your profile (chapter 5).
• Why is the number of tickets in the List different from the Tickets tab? The List counts only the tickets linked directly to the location; the Tickets tab also adds those of the sub-locations and shows at most 50 (chapters 3 and 5).
• A recursive location of the company does not show a room I know exists. The room is registered in the site above, but without the recursive mark: the N sub badge and the arrow show only the sub-locations the site in the header can see. To be valid in every site below, the room also needs Visible in sub-sites (recursive) (chapters 2 and 4).
• The location I created in the app ended up loose, outside the building. In the app, a new location is created without a parent. On the web, open its record, Edit and choose the Parent location (move to) (chapters 6 and 7).
• What is the calendar for? To count the SLA paused time and the SLA consumption in the report in business hours, and to move the dates of Automatic Scheduling and of the Maintenance Plans off weekends and holidays (chapter 8).
• The ticket deadline fell on a Saturday, even with a calendar on the SLA. The due date calculated at opening adds the SLA time in elapsed time; the calendar is used in the pause count and in the report (chapter 8).
• I need to change the working hours or add a holiday. There is no screen for that in H2O today. Contact the H2O administrator in your company (chapter 8).
• Is the recurring holiday valid every year? Yes, on the same day and month, including a period that crosses the year. A holiday with a moving date (such as Carnival) must be registered for each year (chapter 8).
• What if the SLA has no calendar? Everything is counted in elapsed time, 24 hours a day, and in the Tickets report the SLA bar shows a ~ (chapter 8).