Add a Question or Message to a Request Category

Through the use of Secondary Questions, you can include questions with each Request Category to capture any additional information that will help to address the reported issue. You can also include messages to be shown during the reporting process.

Before you begin adding secondary questions, make sure you have a clear idea of the information you need to collect from a resident during the reporting process to increase your efficiency in addressing each service request. To ensure a friendly experience and maximize the accuracy and quality of the data you want to collect with these questions, we recommend planning out what questions you wish to ask before beginning to add questions.

Instructions

1. Navigate to your Profile then select Manage Organization
   
2. Select Request Categories on the left-hand side navigation menu
3. Click on + Question to the right of the Request Category
   
   
4. Fill out the question fields
   
   
   • Question Prompt: Enter a prompt for the question
   • Question Type: Select a question type from the drop-down menu
     • Small Text Box: For more specific descriptive questions that cannot be answered with predefined options
     • Big Text Box: For questions that require a significant amount of detail or elaboration about the issue. For example: circumstantial details and extensive lists
       • Note: Reporters will use the description field in the issue itself to describe the issue in detail.
     • Pulldown Select: For questions with predefined answer options that require a single answer like yes or no, small or medium or large, and outside or inside
     • Checkboxes: For questions with predefined answer options that allow for one or more answers
     • Message/Note: Enter the text you want to be displayed with the service request to inform the reporter about any requirements or limitations. For example:
       • "Please do not use SeeClickFix 311 CRM to report emergency issues.”
       • “The city is not responsible for fixing road problems on state-controlled roads such as highways. If this issue is on a state road, please call...”
     • Datetime: For questions with date/time answers
     • Number: For questions that require numeric answers
   • Maximum Answer Length: This is the character limit of the text field
     
     
     • Note: This field is only available for Small/Big Text Box question types
   • Answer Options: Enter values for the pulldown or checkboxes. Each value must be unique. It is recommended to use the same info as in the Display field. The exception for this is for integrated categories, which use the value to integrate the answer to a specific field of the integrated system.
     
     
     • Note: This field is only available for Pulldown Select and Checkboxes question types
   • Time of Question: This defines whether this second question is asked when the Request is submitted or after it's Closed
     
     • Selecting Open asks the question when the Request is initially being opened by the resident. These are questions that only the reporter will answer.
     • Selecting Closed asks the question after the Request has been closed. These are questions that only Organization Users will answer and they can only be answered within the SeeClickFix 311 CRM internal system. This can be used to require information from staff when a Request has been closed.
   • Internal Use Only: If checked, this question will only appear to organizational users, not constituents
   • Display the answer publicly?: If toggled, the answer to this question will appear visible to all
     • Note: This option is not available for the Message or Note question type
   • Is a response required?: If toggled, this question must be answered to submit the Request
     • Note: This option is not available for the Message or Note question type
   • Enabled: If checked, this question is active within this Request Category
5. Click Create