Special Functions

Field Name

Special Function(s)

Problem

When you select a Problem from the pick list, if there is Knowledge Base Info in the Work Flow Setup Problem record, that information will appear in a pop-up dialog box. To access this knowledge base information again, press F6 with your cursor in the Problem field.

Note: Knowledge Base Info can consist of any additional, user-defined information about a problem. For example, this could include instructions for the work crew to repair a problem, questions to ask the caller, etc.

Location Address fields

When your cursor is in one of the address fields (excluding the building number field), you can press F8 to search for a matching customer address in the Customer module. If a matching address is found, the owner info from that customer record will be carried over into the Owner fields of the request (in the Notifications tab).

Follow-Up Date

This field is auto-populated based on the received date + the number of days overdue. The overdue days are specified in the Work Flow Setup Problems module.

Category,

Loc Address

These fields can track and identify duplicate requests.  For example, if fifteen people call to report the same pothole problem, you can identify duplicates using these fields.  By pressing the F3 key while the cursor is in one of these fields, you can see a list of potential duplicates and determine if they deal with the same problem.  If so, you can select a record and your duplicate request will be merged into the previous record.  Your caller's information will be logged in the Requesters tab and the duplicate request will be eliminated. Thus, you will have only one record per problem with multiple individuals listed as requesters.

Note:  This special function only applies if the Find Duplicate Request by Category Code, Address Block, and/or Date Range options in the Work Options module are turned on.  For further information on these options, please reference the Work Options module help guide.

Affected Asset

Desc1

Desc2

The affected asset field allows users to select one asset to attach to the request. This field cannot be filled out until a Category is chosen, and the asset must match the selected category. Click the field caption button or press F9 for list of available network assets that match the currently selected category.

The Desc 1 and Desc 2 fields are automatically populated with information from the Affected Asset.

Publically Available

This marks whether the request record is available to the public through the Citizen REST API. This affects things like external phone apps used for checking on requests.