How do I configure the Assigning Reports function of the Citizen Problem Manager?

KateKeeley

I am interested in deploying the Citizen Problem Reporter but couldn't find a lot of information about a critical part for my client: how the assigning reports function works. So, how does routing reports to different departments work and what is required to configure it?

From the main webpage, I understand that "In local governments that have deployed an automated system (CRM/CMMS systems) to track service requests and work activities, the online requests can be routed to staff responsible for their resolution. If an automated system is not present in the local government, a manual service ticket can be created and routed to appropriate staff (Source)."

I found a page about setting up email notifications with Python, but nothing else. Is Python and email notifications the only way to notify personnel without a CRM/CMMS system? Also, I can't find support for connecting the application to the CRM/CMMS systems. How does that work?

Thanks in advance!

AllisonMuise1

Hi Kate,

The exact manner of connection really depends on what system you are trying to comment to and your overall workflows. You can use Manager to update attributes on the report which can trigger an email to be sent, or which can trigger the details of the report to be copied into another system, or which can simply flag an item for attention in the same layer when viewed in Collector.

The Workforce team has scripts that can be used to copy features from AGOL feature layers into the schema required for workforce, and we are looking to extend these in the near future. Additionally we are working with partners such as Cityworks to set up connections between ArcGIS layers and their systems.

If your client is using another CMMS, and one that cannot read ArcGIS layers directly, I suggest looking at the ArcGIS API for Python to export the contents of the reports feature layers into a format that can be read by their CMMS.

-Allison