Change or Update the Location Associated With a Case - Appv5 Knowledge

What's in this article?

Every case is related to a Location, which is the primary entity that represents the customer. By ensuring all cases are linked to the correct location, you build a robust and insightful data set about that customer — enabling better experiences and stronger long-term relationships.

When a case is created, the system attempts to match it to an existing location based on the available data. For example, inbound emails are matched by email address, and inbound phone calls are matched by phone number. If a single location cannot be matched, a placeholder location is created until the case is moved to the correct one.

Update the Location on a Case

There are two ways to move a case to an updated location.

1. In the case header toolbar, click Actions > Change Location. This opens the Change Location modal, where you can search and filter to find the correct location. Select the location and click the Change Location button.

2. Click the pencil icon in the case header, which displays Change Location on hover. This opens the same Change Location modal described above.

If You Cannot Find an Existing Location

If no existing location can be found to move the case to, you can create a new one using either of the following methods.

1. Update the location information directly by clicking Customer Details in the right side navigation bar, then updating the information in the Customer and Location blocks.
2. Open the Change Location modal as described above, then click Add New Customer in the top right and fill in the required information to create a new customer.

After Updating the Location

Once the location has been updated, all existing information about that location will be visible in the Customer Details and case history.