In modern ITSM and ITAM systems, one of the most important elements that organizes daily work is the logical division of all objects into locations and departments. This applies both to IT asset records and inventory, as well as to ticket handling in the ticketing system, the knowledge base, notes, approvals, confirmations, and other components used in everyday helpdesk and service desk operations. A well-designed data structure helps maintain order, improves visibility management, and significantly speeds up orientation within the information structure-regardless of the organization’s size. This approach ensures consistency across all modules and provides a clear, scalable structure for both operational and managerial use.

Locations - a service model divided into companies, departments, sections, and rooms

The location mechanism in Codenica ITSM + ITAM is one of the core foundations for organizing data across asset records, inventory, the ticketing system, and other application modules. The concept has been designed to be flexible, meaning that the same fields can be used both by companies servicing multiple external organizations and by organizations using the system internally only. This flexibility allows the same structure to be reused across different business models without redefining data relationships.

  • IT service providers working with multiple clients
    • The Location field is best used as the name of the serviced company.
    • The Department field represents the client’s organizational unit, operational division, or internal structure.
  • Organizations using the system internally
    • The Location field can represent organizational departments (e.g., IT, HR, Accounting).
    • The Department field can define an internal organizational unit or office context.

Additionally, the location mechanism allows very precise physical placement of objects using two complementary fields:

  • Section - for example, a floor, building wing, zone, or separated area.
  • Room number - the exact physical location of the object.

Thanks to this approach, Location and Department provide a logical, organizational structure, while Section and Room Number add physical precision.

Visibility of localized elements

The way objects are assigned within the organizational structure directly affects which data is visible to specific users of the system. This information is used not only for reporting and analysis, but also as an important access control mechanism. Using the RBAC permission system, it is possible to precisely define which assets, tickets, and related objects are accessible to a given agent. As a result, operational users work only with the portion of data that falls within their responsibility, while system administrators retain full visibility across the entire environment.

Assigning visibility to an RBAC role in Codenica ITSM + ITAM

Assigning locations in asset records and inventory

In IT asset records and inventory, logically assigning objects to an organizational structure is crucial for maintaining order and data consistency. This applies to all infrastructure components such as computers, network devices, peripherals, licenses, and software. Each asset gains a clear organizational and operational context, which significantly improves daily IT operations-especially in environments where the number of assets grows dynamically.

Location fields in asset management in Codenica ITSM + ITAM
  • Each asset can be assigned a Location and a Department.
  • Additional fields such as Section and Room number allow precise physical placement.
  • This structure simplifies reporting, summaries, and infrastructure analysis.
  • Asset assignment directly affects their visibility for system users.

This approach makes asset records and inventory not only complete, but also clear and easy to maintain. Clear assignment allows faster asset identification, spatial analysis, and better planning of administrative and technical activities. These data are widely used in operational and management reports, internal audits, compliance checks, and IT asset control processes, turning inventory into a reliable source of organizational knowledge rather than just a static list of assets.

Assigning locations in the ticketing system

Assigning tickets to the appropriate organizational structure is a key element of effective ticket handling. From the moment a request is received, the system can determine exactly which organizational area it belongs to. This keeps ticket queues organized and significantly improves helpdesk and service desk efficiency.

Ticket location in the Codenica ITSM + ITAM application
  • Tickets can be filtered and grouped by location and department.
  • Agents can handle only tickets assigned to specific companies or departments.
  • Administrators have access to all tickets regardless of location.

Ticketing system automation

Codenica also supports advanced automation of ticket assignment. Using automation rules and email integration, tickets can be classified automatically at the moment they are created, eliminating human error and speeding up processing-especially in multi-company or multi-department environments.

Ticket automation in the Codenica ITSM + ITAM system
  • Tickets sent from specific email addresses automatically receive a predefined location.
  • In multi-client environments, the location identifies the client company.
  • In internal environments, the location represents the requester’s department.

Thanks to automation, tickets are correctly classified without manual intervention. This significantly shortens response times, reduces administrative overhead, and ensures scalability in high-volume environments, resulting in a more predictable and structured ticket handling process.

Assigning locations in the knowledge base

The Codenica knowledge base can be precisely adapted to organizational context by assigning articles to specific structures. This allows creating solutions dedicated to particular companies, teams, or departments, increasing relevance and usability.

Knowledge base location in Codenica ITSM + ITAM
  • Knowledge base articles can be visible only to selected locations.
  • Instructions can be created for specific companies or departments.
  • Users and agents see only content relevant to them.

This model prevents information overload and content duplication, keeping documentation clear and easy to maintain-even in large environments. This is especially important in multi-client or large internal environments where the number of articles grows over time.

Assigning locations to tasks, notes, requested items, approvals, and confirmations

The same organizational assignment mechanism applies to other system elements such as tasks, notes, requested items, approvals, and confirmations. Each object operates within a clearly defined structure, ensuring process consistency and full information control.

Task location in the Codenica ITSM + ITAM application
  • Notes and requested items are automatically linked to the appropriate structure.
  • Approvals and confirmations can have restricted visibility.
  • RBAC precisely controls who can view and manage these elements.

This ensures a consistent, secure, and well-organized environment across all system components.

Defining locations and departments

Locations and departments in Codenica ITSM + ITAM are defined as dictionary values in system settings. Configuration is available under System Settings → Global → Locations, and similarly for Departments. This ensures centralized management and consistent selection, preventing typos, inconsistent naming, and accidental duplicates.

System settings showing location and department configuration options in Codenica ITSM + ITAM.

System settings with highlighted options for managing locations and departments.

Location settings panel with a list of dictionary values in Codenica ITSM + ITAM.

The location management control displays all defined dictionary values. New locations can be added using the + button.

IT audits and data imports with location context

IT audits and software audits are essential elements of effective IT asset management. Codenica allows cyclical computer scans and importing audit results directly into the central database, with clear organizational assignment at import time. This is particularly important for organizations performing audits for multiple companies simultaneously, where data separation and clarity are critical. Assigning location context during import ensures audit results remain structured, comparable, and ready for reporting from the very beginning.

IT audit scan import with visible location fields in Codenica ITSM + ITAM.

Importing data from IT audit scans allows administrators to assign organizational context and precise physical placement.

Data import with location and department fields in Codenica ITSM + ITAM.

Data import from external files and integrations such as JSON, XML, CSV, Ewida Standard, Ewida Audit, and Azure Entra ID also supports organizational assignment.

Summary

The location mechanism in Codenica ITSM + ITAM is a core foundation for structured data management across the entire system. It ensures consistency, visibility control, and scalability across assets, tickets, knowledge base, audits, and imports-while integrating seamlessly with RBAC permissions. Combined with RBAC permissions, this approach allows precise control over data visibility and responsibility scopes, while maintaining full administrative oversight across the entire IT environment.