SeeClickFix Connect for CentralSquare EAM Technical Requirements

This document describes the information that SeeClickFix 311 CRM requires to ensure a timely and trouble-free integration of your CentralSquare Enterprise Asset Management (EAM) (formerly known as Lucity) system. 

A Note on Security: All information requested in this document should be entered directly into the system or discussed with your Implementation Manager. Please do not send credentials. Please direct any questions about this document to your Implementation Manager or Support.

Important Note

• The license for the third-party software's Application Programming Interface (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.

Testing Instructions

View the steps to test your integration: Testing the SeeClickFix Connect CentralSquare EAM Integration.

Terminology

SeeClickFix 311 CRM systems integrate with a wide variety of external service request and work order systems. The following table describes the terminology used in this document and the associated terms in the remote system.
 

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Service Endpoints and Network Access

A service endpoint is identified by a URL and represents a connection point where SeeClickFix 311 CRM accesses your systems. We strongly recommend that you make available a test endpoint for CentralSquare EAM that is not associated with your production system. This allows the integration to be thoroughly tested before any changes are made to your production system.

Firewalls

Many customers have network security equipment installed (firewalls) to protect their systems. In this case, your IT staff or vendor will need to ensure SeeClickFix systems are permitted to establish connections to your CentralSquare EAM systems by whitelisting the IPs listed below. Please let us know if your IT staff will be reconfiguring any network security systems to allow SeeClickFix 311 CRM systems to access your systems.

• SeeClickFix Integrations Environment IP: 66.228.40.16
• SeeClickFix Production Environment IP: 69.164.215.225

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GIS Information

Address Verification in ArcGIS

SeeClickFix can utilize an ArcGIS server to provide improved address verification. Please specify your ArcGIS endpoint to your Implementation Manager if you want to take advantage of this feature. If you have no custom endpoint, we will use the ESRI World Geocoder by default.

SRID Projection

Please provide the SRID used by your CentralSquare EAM system. SeeClickFix 311 CRM will translate all latitude and longitude coordinates to this SRID. 

You can look up your SRID using the Spatial Reference website or by contacting CentralSquare EAM Support for further information about finding your SRID.

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Integration User

During the normal operation of an integration, SeeClickFix 311 CRM will add a variety of comments to a service request including acknowledgment comments, closing comments, and comments imported from your CentralSquare EAM system. The Integration User name is the display name that will appear on these comments. Typically, this is the name of your organization (Example: City of New Haven).

This will be set by default by your Implementation Manager to your organization's name, however, you have the ability to change the Display Name for this user at any time. To learn how see our guide: Changing Display Names.

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Service Request Types

Remote Request Type Syncing

SeeClickFix 311 CRM uses a dynamic sync to define the service requests offered during issue reporting. Here are the features and processes of dynamic sync.

Initial Setup

1. Create a new Category Code called SeeClickFix with a code of SCF.
2. For all issue types that should be offered to citizens during issue reporting, associate those Problem Codes within CentralSquare EAM to the SeeClickFix Category Code.
3. Once this is done, SeeClickFix will sync those Problem Codes and create integrated Request Categories the following morning. This action can be forced under Manage Organization, Request Categories by clicking the Cog Icon next to the integrated Agency and then clicking Sync with Integration.

Adding, Editing, and Disabling Problem Codes

Maintaining the list of issue types offered to citizens during issue reporting is done entirely within CentralSquare EAM. To change the name of the Request Category, add a new Request Category, or disable an existing Request Category, you should perform those actions within CentralSquare EAM. All changes within your CentralSquare EAM system will then be reflected in SeeClickFix. 

Private and Internal Categories

For all requests that you add to CentralSquare EAM and wish to have synced into SeeClickFix, please send us a list of all Request Categories that should be Internal and/or Private using this format.

Acknowledgment Messages

When a new service request is successfully transferred to your CentralSquare EAM system, SeeClickFix 311 CRM will transition it from Open to Acknowledged. Please provide the text of the automated acknowledgement message which will be added as a comment to the service request. 

Default Acknowledgement Message

If no custom acknowledgment is specified, a default message will be used. 

Custom Fields

During service request submission, SeeClickFix 311 CRM can insert values into CentralSquare EAM user-defined fields such as User13 or WorkOrderUser1. Custom field requests will be reviewed by SeeClickFix 311 CRM to confirm that we are able to satisfy your specified requirements.

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Checking Service Request Status

Periodically SeeClickFix 311 CRM will poll your CentralSquare EAM system to retrieve updated information regarding the status of any service requests that are not yet closed. SeeClickFix 311 CRM supports a simple status model of Acknowledged, Closed, and Reopened.

By default, SeeClickFix 311 CRM will transition a service request to Closed when it sees a system status code of 950 or more on the service request.

Once a service request has transitioned to Closed, SeeClickFix 311 CRM will cease polling your CentralSquare EAM system for that service request. As such, no comments will be pulled from your CentralSquare EAM system once the service request is closed.

Closing Messages

You may specify a default closing message that will be added as a comment when the service request is closed. You may also specify custom closing messages based on the particular system status code that triggered the closure of the service request. 

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Syncing Comments and Images Added to Requests

Comments and Images Added in SeeClickFix 311 CRM

When a comment or an image is added to a Request, the comment or image will be pushed to your CentralSquare EAM system. The comment and the commenter’s name will be made available in the Comment and RecordedBy fields. If the comment includes an image, the URL to the image will be added to the comment text. Additionally, all images sent from the Request are listed in the Document Links. 

Comments and Images Added in CentralSquare EAM

Comments or images added within CentralSquare EAM are pulled into SeeClickFix 311 CRM by toggling on "Publicly Available" within the comment or image upload. If you do not have this checkbox on your comments tab, please enable it within CentralSquare EAM Settings.

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Article Glossary

• API: Application Programming Interface
• EAM: Enterprise Asset Management
• ESRI: Environmental Systems Research Institute
• GIS: Geographic Information System
• IP: Internet Protocol
• N/A: Not applicable
• SRID: Spatial Reference Identifier

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