SeeClickFix Connect for KANA/Lagan

SeeClickFix has a turnkey integration with the KANA-hosted Open311 Application Programming Interface (API), which serves as an interface between external applications and your Lagan Citizen Request Manager (CRM).

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

• Jurisdiction ID (provided by KANA), for the Test and Production environments.

Features

• Syncing Request Categories
  • The Integration queries KANA for a list of service request templates (such as Open311 “services”), to be used as request categories on SeeClickFix report forms.
    • 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 KANA.
  • This query runs on a schedule, but can also be triggered on-demand using SeeClickFix.
• Syncing Request Questions & Answers
  • For each request category synced with a KANA service request template, the Integration will query KANA for a list of Questions and Answers (Open311  “service definitions”).
  • This query runs on a schedule, but can also be triggered on-demand using SeeClickFix.
• Address Lookup
  • Prior to sending a service request to KANA, the Integration can query a customer-provided ArcGIS server for an address, based on the X/Y map coordinates of the request (such as reverse geocode).
• Submitting Requests
  • As requests are created on SeeClickFix, the Integration submits them to KANA individually (on-the-fly), as a new service request.
  • If an issue includes an image, the Integration submits it to KANA as a media URL.
• Checking for Updates
  • The Integration will periodically query KANA for changes to the service request to take the following actions:
    • The Integration will close the issue if the KANA Service Request (SR) / Work Order (WO) has been closed.
  • SeeClickFix will periodically query KANA for changes to the request to take the following actions:
    • SeeClickFix will close the issue if the KANA request has been closed.
    • SeeClickFix can comment on the issue with a predefined message if any KANA request field matches a pre-configured value (such as Status = PENDING).
  • This feature is also available on-demand in our SeeClickFix system.