Chapter 12 Service Requests Service Requests Streamlined citizen

Chapter 12: Service Requests

Service Requests • Streamlined citizen service processes: “ 3 -1 -1” • Service citizen requests • Present Information and updates on said requests • Manage back office processing • Utilize resources effectively through CRM

Service Requests • In The “ 3 -1 -1” scenario, service requests are requests made by the public to deal with municipal matters

Service Request Creation • Created via a Web Form on the portal • The specific service request, for example the pothole service request, will be created • Will also appear in the CRM and reports as a general “Service Request” record • An email workflow will be triggered – For example when a pothole service request is triggered, it might be assigned to the public works team – The supervisor for this team then receives an email notifying him or her that a new pothole request was assigned to their team

Service Request Handling • Service request are then handled by members of the team via. Internal processes • An email will be sent to the original creator of the service request when the status of the service request changes • Portal Users can check the status of service requests that they have created on the portal

Exercise: Track a new Service Request In this exercise we will learn how to use the 3 -1 -1 Service Request Feature

Service Request • Example of Configurable Entity Pattern • Can be re-used in any scenario where multiple related entities should be rolled up together for reporting or other purposes • “Polymorphic” entity – like multiple implementations of an interface, for you programmers out there • Also used for permits • Serves as a template/example to model your own configurable entity patterns around

Service Request • When a new specific service request (i. e. Pothole service request) is created on the portal, a Plugin fires in the background to create a generic “Service Request” Entity • This entity is used for things like rollups, Bing Mapping, etc….

Service Request Type • This mapping is achieved by referring to a configurable entity pattern mapping entity • In the case of service requests, this is the Service Request Type Entity • Specifies the field mappings, auto-numbering definition, Web Form, etc.

Service Request Entity • Attributes & Relationships • Also Related to all Service – Name Requests – Service Request Type • Each specific Service – Regarding Contact Request will have a related – Service Status Service Request – – – – Location Latitude Longitude Incident Date Scheduled Date Closed Date Priority

Service Request Type • General Attributes & Relationships – – – – Name Entity Name Web Form Description Auto Numbering Definition Subject Thumbnail/Map Icon Image URL

Service Request Type • Field Mapping Attributes – Primary Field Name – Service Request Number Field Name – Service Status Field Name – Priority Field Name – Incident Date Field Name – Closed Date Field Name – Location Field Name – Longitude/Latitude Field Name – Contact/Lead Behaviour • Create Lead • Create Contact – Regarding Contact/Lead Field Name – First Name Field Name – Last Name Field Name – Email Field Name – Phone Number Field Name

Creating a new Service Request Type • Create your entity, and make sure it has the required fields of the service request – Closed Date, Email Address, First Name, Latitiude, Longitude, Location, Phone Number, Priority, Regarding Contact, Regarding Lead, Scheduled Date, Service Request Number, Service Status • Edit the Form • Create the Service Request Type Record that matches your new custom request entity • Register Plugin Steps using Plugin. Registration. Tool

Configurable Entity Pattern • This basic design can be used for any scenario where a configurable entity pattern is an appropriate solution

Exercise: Add a New Service Request Type In this exercise we will learn how to add a new service request Type This will involve: • Creating a New Service Request Entity • Creating a Service Request Type • Creating a Web Form • Registering a Plugin Step