Lucity's Work Problem Setup module allows an agency to document the issues or situations that commonly generate the work it performs. The module can also be used to link Problems to other elements of the Work system, such as certain Tasks, Categories or business areas. Those details are then carried over to Work Orders and PMs—promoting consistency and improving an agency's work flow.
Problem vs Cause
Be careful not to confuse a problem with a cause. Lucity enables agencies to track both the problem that leads to a Work Request and its cause. Therefore, it's important that administrators understand the distinction.
A problem is a matter or situation that triggers a Request for a Work Order (e.g., a sewer backup, a missing street sign, a pothole).
A cause is the event or circumstance that creates a problem that necessitates a Work Order Request (e.g., flooding, a tornado, a lightening strike, vandalism, natural age and wear).
Example 1
A severe flood washes out part of a road. The damaged roadway is the problem that requires work; its cause is the flood.
An agency could filter its Lucity Work Orders by Cause to determine how many work hours were related to flood response.
Example 2
Every year, the City coats its roadways with with a thin surface treatment to seal cracks and pores. "Asphalt cracks" is the problem; its cause is simply "Preventative maintenance."
The City could filter its Lucity Work Orders by Cause to determine what proportion of its work was proactive (preventative maintenance) vs reactive (due to unforeseen circumstances).
How To Access
To access the Problem Setup module, select Work > Administration > Work Flow Setup > Problem Setup.
Open the Work > Administration > Work Flow Setup > Problem Setup module.
Click the button to expand the ProblemSetup record to which you want to add a notification.
Select the Notifications grid and click the button. A new Notification record appears.
Use the Notification Label pick-list to select the Notification you created previously. The options in this pick-list come from the General >Notification Setup module.
Click Select.
Indicate which module(s) (Requests and/or Work Orders) should trigger the Notification.
Save and close the record.
The system is now configured to send the Notifications related to that Problem to the printer and/or email addresses listed in each Notification's Recipient List.
In the Work > Administration > Work Flow Setup > Problem Setup module, click the button to expand thedesired Problem record.
Select the Categories grid and click the button to expand the Category record that you would like to associate with a Problem Notification.
In the Category Notification grid, click . The Problem Category Notification form appears.
Click to select an existing Notification template (required). The options in this pick-list come from the System Configuration >Notification Setup module.
Click Select.
Indicate whether the Notification should be triggered by a Request and/or a Work Order that bears the selected Problem and Category.
Save and close the record. The selected Notification now appears in the Category Notifications grid.
Now, when a user selects this Category and Problem combination on a Request and/or Work Order, Lucity will send the designated Notifications to the email addresses listed in each Notification's Recipient List.
Note: Several Notifications can be set up for a Category associated with a particular Problem.
In the Work > Administration > Work Flow Setup > Problem Setup module, click the button to expand the Problem record to which you want to add a zone supervisor.
Select the Zone Supervisors grid and click the button. The Maintenance Zone Supervisor form appears.
Select a Maintenance Zone (required). These options come from the Work > Administration > Maintenance Zones module.
Click Select.
Select a Supervisor (required). These options consist of records from the Work > Administration > Work Flow Setup > Employee Setup module with the Supervisor field marked.
Click Select.
Choose a Crew, if desired. These options come from the Work > Administration > Work Flow Setup > Crew Setup module.
Save and close the record. The individual now appears in the Problem Setup record's Zone Supervisors grid.
How to create a Problem Setup record 
button.
button to save the record. The new Problem now appears in the grid.
to expand the Problem Setup record to which you would like to add a Script item.
to select an existing Notification template (required). The options in this pick-list come from the System Configuration > Notification Setup module.