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We are excited to announce the launch of updated product names, logos, and headers within our user interfaces as part of the CivicPlus® Solution Rebranding initiative. These changes mark the first step toward creating a cohesive and seamless user experience across all solutions in our portfolio. As part of this transition, users may notice minor design updates. While the functionality you rely on remains unchanged, we are in the process of updating screenshots and other resources on our Help Centers to reflect the new branding. We appreciate your patience and understanding as we work to complete these updates.

Request Recategorization With an Integration

  • Updated:

When a request is integrated and recategorized, the behavior is different than if it is a non-integrated request. It is important to understand the parameters and behavior around integrations and recategorization.

 

Generally, if a request is recategorized into an integrated category, we will send the request into the integrated system. However, there are a few exceptions to note:

  • This will not happen if the new category has required questions that are not answered.
  • If the original request was integrated into another system, SeeClickFix will stop checking for updates, but leave the remote request untouched. This means SeeClickFix does not close out the request opened in the other system or recategorize it.
  • SeeClickFix does not re-categorize within the same integrated system. If a request is already integrated and it is recategorized within SeeClickFix to another category within the same integrated system, nothing is changed in the integrated system.

 

If the request cannot be recategorized, the recommendation is to open a new request with the correct information in the correct category so that it integrates. We suggest marking the older request as a duplicate of the new one. This will archive the duplicate and will notify any followers of the original issue with the request ID and a link.

 

Examples

Provided below is a detailed breakdown of what happens in various scenarios.

 

The Original Request is Not Originally Integrated

  • If the new category is non-integrated:
    • The request will be recategorized per the new non-integrated category, auto-assigned, and set with auto-subscribers per the non-integrated category.
  • If the new category is integrated:
    • Does the new category have required questions not answered by the original request?
      • No: SeeClickFix will integrate the request.
      • Yes: SeeClickFix will not integrate the request. There is no integrated request created if there are required questions unanswered in the original request. If this happens, an internal comment will be added to the request stating: "Integration of categorized issue blocked by incompatible secondary questions."

 

The Original Request is Integrated

  • The new category is non-integrated:
    • SeeClickFix will de-integrate the request. This means SeeClickFix stops checking for updates from the integrated system but leaves the remote request untouched. The request will be recategorized as the new non-integrated category, which will be auto-assigned and set with auto-subscribers per the non-integrated category.
  • The new category is integrated:
    • Same integration:
      • SeeClickFix does nothing with the integrated system. The request will show recategorized in SeeClickFix but will not reflect this update in the integrated system.
    • Different integration:
      • SeeClickFix will de-integrate the request. This means SeeClickFix stops checking for updates from the integrated system but leaves the remote request untouched.
      • Does the new category have required questions not answered by the original request?
        • No: SeeClickFix will integrate the request.
        • Yes: SeeClickFix will not integrate the request. There is no integrated request created if there are required questions unanswered in the original request. If this happens, an internal comment will be added to the request stating: “Integration of recategorized issue blocked by incompatible secondary questions.”

 

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