Requests

Lucity's Work Requests module enables agencies to log and track requests for work. The system collects contact information for the internal or external customer who initiates the request, as well as details about the need or problem. If, after reviewing this information, agency decision-makers choose to act upon the issue, users can generate a Work Order based on the Request.

Lucity understands that customer communication is an integral part of work management. The Work Request module can automatically generate notifications to keep the customer and other key players aware of progress on resolving an issue. It can also automatically request customer feedback on the work that was performed.

Although Requests may come from a variety of sources and be created using several different methods, this section of the Lucity Web Help Guide explains how to create and edit Request records directly in Lucity. (Learn more about methods for creating Requests.)

In the Work > Work Requests module, click the button. The Request form appears.
Identify the person or entity making the request by completing as many of the Customer (or Requester) fields as possible: Name, Phone #, Email, Req Address, Req Street Name, Req Parcel Number, etc.
- These data points are also used to look up additional customer information and identify previous Requests the customer has made.
Identify the location of the issue by completing the Request fields.
- Identify the Loc Address and Loc Street Name.
- Select the Category and Problem to identify where the Request falls within your work system.
- If possible, identify the Affected Asset.
- Assign the appropriate Supervisor for the work.
Provide other information pertinent to the request.
- Enter any information you would like to ensure is passed on to resulting Work Orders.
  - Enter detailed information about the problem or location of problem using the Request to Work Order field.
  - Enter other information in the WO Custom fields.
- If the Problem selected in Step 3 requires the user to ask the customer additional questions, the questionnaire will appear in the Scripts grid.
- If there are additional requesters, log these using the Requesters grid.
- Enter supplemental comments in the Comments grid.
Click to save the Request. Lucity assigns the record a Request Number, and the new record appears in the Request grid.

More information about other ways that requests can be created

Often, an agency configures Lucity to automatically generate Work Orders for certain types of Requests. But situations may arise that require a user to manually create a Work Order based on a Request.

In the Requests module, select one or more Requests for which you'd like to create a Work Order. All of these Requests should be related.
Click the Create Work Order button. The following pop-up appears:
Under Category Code, select the work category for the Work Order. The system automatically completes this field if a Category is listed on the Request.
The Select Template menu lists Templates from Lucity's PM/Templates whose Category matches that of the Request. Using a template can streamline data entry on the Work Order. If desired, select a template to apply to the Work Order.
Click OK. If there are open Work Orders related to any of the assets identified on the Request, a prompt asks whether the user wants to create a separate Work Order:

Note: This prompt appears only if the Notify user when Asset is already attached to an open Work Order Work Option is enabled.
Click Yes to continue. Lucity creates a Work Order that includes all of the data from the related Request fields and WO Custom fields.
- This Work Order is linked to the Requests selected in step 1 (above), as well as to any other Work Orders associated with those Requests.
The system opens the Work Order in a View. If the Work Order module provides multiple views, the user is prompted to select a preferred view:
Select a View from the list and click OK. The system displays the new Work Order. If no Work Order View exists, the system creates the Work Order and a notation appears above the grid indicating that the operation succeeded.

The following options are found in the Admin Portal under Settings > Work Options on the Requests and Number Format tabs.

General Options

Address Block Range

Enables an administrator to set a numerical value indicating how many address numbers are in a block. This feature works with:

Work Request > Toolkit > Associate Work Order with Same Street Block
The Find Duplicate Request by Address Block option.

Always Refresh Request after Creating a Work Order

Only Applies to Desktop

Causes the work request record to refresh when a work order is created from a request. This causes the request to show the most recent information.

Auto Update Request Status when WO Complete

Updates the Status in the Request module to Completed, On hold, or Canceled when all Work Orders associated with the request are listed as Completed, On hold, or Canceled.

More information about Request/Work Order Status

Automatically Search for Existing Request

Only Applies to Desktop

Automatically searches for existing Requests without the user pressing F7.

Note: The Special F7 Lookup Functionality must be enabled for this option to operate correctly.

Automatically fill Home Phone# from Phone#

Copies data from the Phone Number field to the Home Phone Number field.

More information about Request > Customer Fields

Date Range

Enables an administrator to set a numerical value indicating the date range. This option works in conjunction with the Find Duplicate Request by Date Range option.

More information about Request Lookups

Disable Request overdue notifications

Prevents distribution of all Overdue Request notifications.

Disable Street Validation for Citizen Requests

Allows Citizens using the Lucity Citizen Portal to enter street names that are not part of the Street Name List into the Loc Street Name field. This simplifies entering street names for customers.

Note: If a Work Order is created from a Request with an invalid street name, the address will be moved to the General Location field of the Work Order.

Find Duplicate Request by Address Block?

When enabled and a user uses the Search for Duplicate Request tool by the request's Loc Street Name field the system searches for potential duplicate Request records by finding requests that have a the same Loc Street Name and a similar Loc Address.

The number of addresses considered to be in the same block is set using the Address Block Range option.
More information about Request Lookups

Find Duplicate Request by Category Codes?

More information about Request Lookups

Find Duplicate Request by Date Range?

When enabled and a user uses the Search for Duplicate Request tool by the request's Loc Street Name field the system searches for potential duplicate Request records by finding requests that have a Recorded Date that falls within a date range of the current date. The date range is the Current Date - # entered in the Date Range option.

The number of days for the system to look back must be set in the Date Range option.
Example: If the current date is 5/4/18 and the date range is set to 7, then the search will pick up all Requests with a Recorded Date <= (today's date - 7).
More information about Request Lookups

Find Duplicate Request by Problem Code?

More information about Request Lookups

Look for Requests by Request Phone ONLY

Only Applies to Desktop

Searches for duplicate requests using only the Request Phone Number. This option helps prevent duplicate prompts during data entry.

Notification Completed

Specifies which notification template is used to send the Customer Complete notification. This notification is sent out when a request's status is changed to Closed (Status > 950) and saved. The email is sent to the customer Email address on the request record.

More information about Customer Complete notifications

Require Building Number for Updating or Adding Customer Address

Requires the user to complete the Building Number portion of the Address field when creating a Request that generates a new record (or updates an existing record) in the Customer Address module.

Requires the Update Customers from Requests work option to be enabled.

More information about updating customers information from requests

Search for Customers by Account?

Causes the system to automatically search the Address module's Account # grid for records that match the entered Util Acct #. The related customer and address results are used to complete fields on the Work Order Request module's Requester fields. This feature helps speed data entry.

When disabled:

The system will not automatically fill out requester information based on the Util Acct # field.
Users can still manually search using the Customer Lookup and Request Lookup functions on the request's Util Acct # field.

More information about searching for customers

Search for Customers by Contact?

Causes the system to automatically search the Customer module for records matching the entered Name and Name 2. The customer and address results are used to complete fields on the Work Order Request module's Requester fields. This feature helps speed data entry.

When disabled:

The system will not automatically fill out requester information based on the Name/Name 2.
Users can still manually search using the Customer Lookup and Request Lookup functions on the request's Name 2 field.

More information about searching for customers

Search for Customers by Parcel Number

Causes the system to automatically search the Address module's Parcels grid for matching parcel numbers. The related customer and address results are used to complete fields on the Work Order Request module's Requester fields. This feature helps speed data entry.

When disabled:

The system will not automatically fill out requester information based on the Req Parcel Number field.
Users can still manually search using the Customer Lookup and Request Lookup functions on the request's Req Parcel Number field.

More information about searching for customers

Search for Customers by Phone Number?

Causes the system to automatically search the Customer module for matching phone numbers. The customer and address results are used to complete fields on the Work Order Request module's Requester fields. This feature helps speed data entry.

When disabled:

The system will not automatically fill out requester information based on the Phone #.
The system will not collect customer data from the Customer module.
Users can still manually search using the Customer Lookup and Request Lookup functions on the request's Phone # field.

More information about searching for customers

Special F7 Lookup Functionality

Only Applies to Desktop

Enables the user to search for existing Requests that fall within a set of address criteria. Users press the F7 key within the Location Address field to launch the tool. When this option is disabled, the system only searches for requests at the given address.

Thank you Notification

Specifies which notification template is used to send the Customer Thank You notification. This notification is sent when a request record is created and saved. The email is sent to the customer Email address listed on the request record.

More information about the Customer Thank You notification

Update Customers from Requests

Prompts the user to update the Customer Contact and Address modules if the Requester name and address data entered in a new WO Request does not match any existing records.

If the user responds Yes to the prompt, the system automatically adds a new record to (or updates an existing record in) the customer database using data from the Request form.
This only adds an address for records where the full street name is in the Street List.
The Req Address is necessary for this to work if the Require Building Number for Updating or Adding Customer Address option is enabled.
This option does not apply if the Eden Customer Database Integration option is enabled.

More information about updating customers information from requests

Use Category Level Security

Enables administrators to control which types of Requests each employee can add or edit based on the Category set on the Request.

Example: A sewer employee can only edit requests that have a Sewer related category.

More information about Category Level Security

Use Combined Contact Address Lookup in Web Requests

Causes the Customer Lookup to automatically pop-up if there is more than one customer with the same name.

More information about searching for customers

Financial Options

Integration of Eden Customer Database

Enable this to allow users to search through the Eden Customer database when adding Work Requests.

Search Parcel Owners (In Addition to Customers)

Only Applies to Desktop

Enable this to allow users to search through the Eden Parcel owner database in addition to the Customer database when adding Work Requests.

More information about the Eden Integration

Tracking Options

Category Change	Enable to track changes to the Work Request > Category field.
Department Change	Enable to track changes to the Work Request > Department field.
Division Change	Enable to track changes to the Work Request > Division field.
Follow Up Date Change	Enable to track changes to the Work Request > Follow Up Date field.
Priority Change	Enable to track changes to the Work Request > Priority field.
Problem Change	Enable to track changes to the Work Request > Problem field.
Status Tracking	Enable to track changes to the Work Request > Status field.
Supervisor Change	Enable to track changes to the Work Request > Supervisor field.

Request Numbering Options

Options for the Request # field in the Request module.

Reset Request Number (M, Y, D, N)

This option controls how often the Request # auto number is reset.

M = Monthly, Y = Yearly, D = Daily, N = Never

Reset Request Number To

Enter a number that the Request numbering system will be reset to when the reset occurs.

Request Number Format

Displays the format of the Request number. This is automatically populated based on the settings in the previous fields. To change the formatting click the Edit Format button and then use the previous fields to create the desired format.