The Requests List View page is the first screen that you see when you log into SeeClickFix CRM. This is the "Homepage" of the CRM and where you will manage your organization's request.
Who can view the Requests List View?
- All organization users can access the Requests List View.
- All Requests can be viewed by any organizational user within the CRM
Every time you log in to the CRM, the Requests page is the first screen that you see.
When a member of the account logs into the requests management tab from the CRM, they can click My Profile > My Assignments to begin viewing own their assignments.Once a member has viewed their assignments, they can begin to take action:
For Owners and Managers within the organization, all actions in this tab are available.
For Internal Personnel, only internal comments with or without @mentions and assignments back to an owner or manager are available actions.
When a request shows up, it’s in the open state.
The request is usually assigned (either automatically through automatic-assignment, or manually), and then manually acknowledged by the assignee with a public comment. This option is only available to an Owner or Manager within an organization.
- Once the request is acknowledged, it can then be reassigned to another member on the account who may go out and do the work. Here’s where the internal personnel role comes into play.
You can also navigate to the Requests page by choosing “Requests” from the menu in the upper portion of your screen if you are in some other area of SeeClickFix.
Within the Requests page, staff can manage service requests and update citizens on the status of the requests that have been created. Here, you will be able to:
- Search for requests by request ID number, date range, service request category, assignee, status, geography, priority, and keyword.
- View request details such as pictures, map location, and secondary Q&A.
- Update the status of requests to acknowledged or closed.
- Print work orders.
- Assign requests to other users on your account.
- Merge duplicates.
- …and more!
Search for Requests
The left menu of the “Requests” page allows you to search and/or filter requests created in your organization. These allow you to easily filter or search for the service requests you want to view.
In the “Search & Filter” box, you can type the request ID, street name or keywords.
In the dropdown filter section, there are several options by which you can filter to find requests to view and/or edit: Date range, Status, Request Category, Assignee, Priority, Geography.
When you click any of the Date Ranges, you'll be able to set a filter by selecting a start & end date by clicking the field and then selecting from the corresponding dates in the calendars that pop up.
Then choose a date on the calendars presented.
When you click Status, Request Category, Assignee, Priority, or Geography, a dropdown menu of filter options appears. If you select one of the dropdown items, a checkmark is displayed to the right of the filter criteria, indicating which criteria you are filtering. You can select items individually or choose “Select All.” To deselect, simply click on the item that is checked, and the checkmark will be removed. To deselect all, simply click "Select All" again.
Clicking the Clear button will clear the filters.
Once you have selected your criteria, push the blue filter button.
Once you have the list of requests that you want to look at and/or edit, you can either use action buttons on this page or select a request to look at it further.
This feature provides the ability to change the Status of the request(s) chosen. As shown in the screenshot above, in addition to changing the Status, an assignee can be selected, a comment needs to be written or selected from your “Prepared Content/Canned Messages”, a picture or other media can be attached, and/or the status can be changed.
- This feature provides a way to easily change the status on multiple requests at the same time.
- Select the appropriate status, then click “Post” to change the status on the selected request(s).
- When the status of a request is changed to Acknowledged, Closed or Reopened, you will be required to add a comment that will be Public.
- Internal Personnel are not able to change to the statuses listed above.
- When the status of a request is changed to In Progress or Needs Review, Internal Personnel will be required to add a comment that will be Internal-only.
- This comment can be associated with assignment &/or an @mention back to an Owner or Manager, or simply an internal comment.
- A request can only be changed to the Closed status by an Owner or Manager on the organizational account.
- Also, if your setup includes using “Closing Questions”, there will be another dialogue box that will display your Closing question(s). If an answer is required, one must be provided to close the request.
When this tab is selected, the dropdown options are High, Normal and Low. Choose the priority you want to set and select the ‘Prioritize” button to set the priority. This is an internal-only performance metric.
Change Due Date
To change the due date associated with a request or set of requests to a specific date, select the requests and click on "Change Due Date".
When Change Due Date is selected, a field will populate. By clicking in the field, a calendar will show up and select a date from the calendar.
Please note the following with regard to Due Dates:
- Due dates are dates (Jan 01 2017), not countdown clocks (7 Days Left).
- Due dates are movable.
- Moving a due date will record as an internal comment on a request.
- Due dates can be moved by Owners & Managers, but not Internal Personnel (A role only available in the SeeClickFix Work package).
- A Due Date column will replace the SLA column in the requests page.
- Both SLA & due date will be visible on the single request page.
- Due dates can also be added manually & used without SLAs set.
This feature provides the ability to change the Request Category for the request(s) selected.
By selecting the Recategorize option and clicking the down arrow by the “Select the new request category” message, the list of the available Request Category will display. When the new Request Category is chosen and the “Change Request Category” is clicked, the Request Category is changed for the request(s) that was chosen.
When this is changed, there is a Comment that is automatically generated to document this change, and you can define if that Comment will be public or private.
Please Note: It does not notify the users who are usually notified when that category of request is first submitted. The request will also need to be reassigned. An email will be sent out with reassignment.
You can change who a request or multiple request(s) is assigned to by selecting “Assign”.
Then, the list of potential assignees displays in the dropdown. By choosing one from the list and clicking the “Assign” button, the request will be reassigned. You can decide if the change in the assignment should be public or internal-only. An email will be sent out with re-assignment.request, and the request will be reassigned.
Please Note: Owners/Managers who are reassigning a request to an Internal Personnel member, should be sure to Acknowledge the request before assignment.
- Internal personnel may easily reassign the request back to the Owner/Manager when the work is completed and/or if it Needs Review.
- When the Owner/Manager receives this notification, the request can then be reassigned back to the Internal Personnel (if more work is needed), or Closed if the request has been resolved.
This feature can be used to add a Comment (Public or Internal). A comment can be written or selected from your “Prepared Content/Canned Messages.” This does not change the status of a request.
Mark as Duplicate
The “Mark As Duplicate” feature provides the ability to mark any duplicate requests.
As we type the duplicate request number into the field, SeeClickFix searches the database for matching numbers. Once a match is found, SeeClickFix displays some basic information about the request. This provides an opportunity to confirm that this is the duplicate request.
Selecting “Mark as duplicate” in the lower-right corner makes the selected request a duplicate of the other request.
Flagging a request provides the ability to engage the SCF Moderations Team to review inappropriate content.
The dialogue box provides the ability to write what is problematic or objectionable and/or select a "Common Problem". In the dialogue box is also a request for the person who is flagging the request to include their email address. It is strongly encouraged that this be included so that SeeClickFix can contact you if we have questions and so we know this is being flagged by an official user.
Print Work Order
When the “Print” button is selected, a Work Order(s) for the request(s) is generated. This contains the request information like the map, history, who it is assigned to, comments, etc.
Note: This is a feature included with Work
Export Requests Data
To get an exported spreadsheet (.CSV or .XLSX) of data pertaining to requests you've selected:
- Select your search/filter criteria
- Click the Filter button
- Select any requests and/or simply click Export
- You will receive an email shortly thereafter with the option of downloading the export as a .CSV or an .XLSX spreadsheet.