The Automations tool allows all SeeClickFix 311 CRM organizations to build customizable workflows in SeeClickFix 311 CRM.
When certain service request actions occur and the configured criteria are met, then the request can automatically be assigned to a designated person. Automations are run in order from top to bottom, stopping after the first criteria is met and an action is taken. In other words, the assignment only happens once.
If multiple automations are set up for a category, then assignment automations should be ordered with the smallest limitation (such as smallest geography polygon) at the top of the list.
Due to this, if a category is set to location optional and a request is submitted without a location, then the first assignment automation in the list will always be used, as it meets the first listed criteria. A request category is set up with an assignment automation that does not include a geography, then all requests will be auto-assigned using that automation as it does not have the limitation of a geography area.
Who can use this feature?
Owner
Instructions
Navigate to the Profile menu, then select Manage Organization
Select Assignment Automations
Click New Automation
Note:
You can also add Automations on the Request Category screen.
Fill in the fields
Events: Three events trigger automation: Request Creation, Request Reopen, and Request Recategorization.
Criteria
Category: Select the category to associate with the automation
Account Geography: Choose a geographic location from the list
Actions
Assign: Select the user you wish to assign the request to
Click Save
Once a request meets the specified criteria, the assigned staff member will receive an email notification
