Overview

When a resident or field worker contacts you to report a request on their behalf, you can use the New Request form within the CRM.

Important Notes

• All Organizational users can access this feature.
• Submitting a Request within the CRM is only done when an organization staff member needs to submit a request on behalf of another person. For example, a Citizen calls City Hall with a complaint - the City Administrator who answers the phone would use this form to log the Citizen's Request.

Instructions

1. To begin a new request within the CRM, click New > Request
   
   
2. Drag the pin to the location of the request or manually key in the Address
   
   
   • Note: If there is no address available, select No under Is there a location to report?
     
     
3. After selecting the location a list of corresponding categories will appear, select the appropriate Request Category
   
4. Fill out additional details:
    
   • Issue Title: This will populate from the request category, modify as needed
   • Description: Add a public-facing description for the request
   • Request Questions: Answer any additional questions; these will differ depending on the Request Category selected
   • Subscribe to this request: Uncheck if you do not wish to receive updates about the request
   • Request Image: Add a photo of the issue, if available
   • Is the caller providing an email: Select if the requestor is providing their email address or not; if Yes fill out the following:
     • Caller Email: Enter an existing user's email, the email of a new reporter, or your email
     • Caller phone number: If available, enter the phone number for the requestor
     • Submit anonymously: The request will not be traceable back to any particular user; the display name can be hidden and the report will show up as an anonymous report
     • Note: A report created with the caller email will still show the email address of the person who keyed in the report on the Request Details page after the request is created. This can also be found in request exports in the Agent column.
   • Source: Choose an option from the dropdown for how the request was submitted
   • Note: If there are potential duplicate requests that were previously created, a list will populate to the right of the report form under the heading: Potential Duplicates. If the request is a duplicate of another request, you may select the existing request from the list and add a follower, such as the person who created the request. If the request is not a duplicate of another request, continue filling out the form.
5. Click Log Request
   
   
6. A confirmation will appear, select View Request to see details