SeeClickFix Connect for VUEWorks

SeeClickFix 311 CRM provides a productized, hosted integration with VUEWorks, through the Service Call Web Service (REST methods).

With the integration, requests are instantly routed and passed from SeeClickFix into VUEWorks through a two-way integration. When a resident submits a request into SeeClickFix, it is automatically sent to VUEWorks for the organization's personnel to manage with their normal workflow. The integration enables SeeClickFix to periodically poll VUEWorks for changes to the request and update it accordingly.

Important Note

The license for the third-party software's API utilized for this integration may require additional cost from that vendor. Please confirm your organization's API access and license with your third-party vendor.

Requirements

• Test Environment
  • URL such as:
    • https://vw-test.city.gov/VUEWorks
    • https://vw.city.gov/VUEWorksTest
  • Project Name
  • App Authentication Key
  • Username (such as SCF or SeeClickFix)
• Production Environment
  • URL such as:
    • https://vw-prod.city.gov/VUEWorks
    • https://vw.city.gov/VUEWorks
  • Project Name
  • App Authentication Key
  • Username (such as SCF or SeeClickFix)

Features

Syncing Categories

• The integration queries VUEWorks for a list of public request categories marked in VUEWorks as “External” to create the list of integrated categories within SeeClickFix.
  • Request categories are grouped into one or more customer-defined “agencies”, each with a geographical service area. These geographies are configured using polygon shapefiles uploaded to SeeClickFix.
  • There is no limit to the number of categories that can be synced with VUEWorks.
• This query runs on a daily schedule but can also be triggered on-demand within the CRM.
• The integration does not sync questions.

Submitting Requests

• As requests are created on SeeClickFix, the integration submits them to VUEWorks in real time as a new issue. When the request has successfully been submitted into VUEWorks, the status of the request in SeeClickFix will automatically be updated to Acknowledged with a comment to the resident. The customer can customize this comment. A standard comment includes:
  • The City has received this issue. This is an automated response. It is registered as service request #<VUEWorks ID>. 
• If a SeeClickFix request includes an image, the URL for the image will be included on the request in VUEWorks.
• Secondary questions and answers set up in SeeClickFix will be sent to the Description field on the VUEWorks Request.
  • If the requester contact information is desired, the secondary questions can route directly to the constituent fields within VUEWorks. The following inputs need to be put onto the Secondary Question within SeeClickFix as the Integration Key:
    • FirstName
    • LastName
    • Phone
  • Note: The email addresses of registered users will automatically be sent to the email field within VUEWorks.

Address Lookup (Optional)

Before creating a request in VUEWorks, the integration can query a customer-provided ArcGIS server for an address, based on the X/Y map coordinates of the request (reverse geocode). If this configuration option is enabled, the integration request categories are required to enable the setting to reject Intersection Addresses and Address Ranges. This is because the address lookup relies on exact addresses being matched to parcels.

Submitting Comments

• As public comments are added on SeeClickFix, the integration submits them to VUEWorks as a comment. All public comments will be sent to VUEWorks.
• If the public comment on the SeeClickFix request includes an image, the URL for the image will be included in the comment in VueWorks.
• Internal comments within VUEWorks and SeeClickFix are not integrated or synced.

Importing Comments and Image Attachments

• The integration will periodically query VUEWorks for new comments added to the request. SeeClickFix imports the comment from VUEWorks by using the “To SCF:” prefix in front of the comment in VUEWorks. This prefix is used because the VUEWorks system does not have a standalone checkbox for public comments.
• Image attachments are enabled from VUEWorks. To send an image to SeeClickFix, the user within VUEWorks needs to open the attachment area and select the check box “for public view”.

Checking for Updates

• The integration will periodically poll VUEWorks for changes to the request, to take the following actions:
  • The Integration will close the issue in SeeClickFix if the VUEWorks request has been closed. This is triggered by the status code in VUEWorks. When the request is closed in SeeClickFix a standard comment will be posted. For example:
    • The City has addressed the service request #<VUEWorks ID>.
• This query runs on the standard polling schedule but can also be triggered on-demand through the SeeClickFix system.

In-Article Glossary

Review the Help Center Glossary a comprehensive explanation of the acronyms, abbreviations, and company-specific terminology. The terms located in this section are listed alphabetically.

• API: Application Programming Interface
• CRM: Customer Relationship Managment
• REST Method: an interface that two computer systems use to exchange information securely over the internet
• SCF: SeeClickFix