CivicPlus Asset Management Integration

CivicPlus provides a two-way integration between the SeeClickFix 311 CRM and CivicPlus Asset Management solutions. This enables residents to submit all requests through SeeClickFix 311 CRM, with the request details automatically integrated into CivicPlus Asset Management. This then enables both systems to communicate with each other, keeping residents informed about the latest updates.

Features

Syncing Categories

• Entity Types from Asset Management are automatically synced with SeeClickFix 311 CRM to create the correct request categories for residents to utilize to enter a request.

• Within the Asset Management system, the Entity Types will need to be configured by CivicPlus support or implementation team to work with SeeClickFix 311 CRM.

• Categories will sync once every night but can also be triggered on demand using the SeeClickFix 311 CRM system.

Questions & Answers

If the organization needs specific additional information about a request type, then secondary questions are set up on SeeClickFix 311 CRM. These s will then be sent to the Asset Management Entity during integration. The questions need to be created manually within SeeClickFix 311 CRM as there is not a similar Q&A type setup within Asset Management. The integration does not currently offer syncing for secondary questions.

Requests Submission

When a request is submitted into SeeClickFix 311 CRM, the information is then automatically sent into CivicPlus Asset Management and created as a new entity. The organization can then tie this request specifically to an asset and manage the work order for resolution. The integration automatically changes to the status of the request in SeeClickFix 311 CRM to “Acknowledged” with a comment updating the resident that the request has been received. This acknowledged status comment can be customized by each customer.

Checking for Status Updates and Comments

SeeClickFix 311 CRM automatically checks the entity in Asset Management for any updates and then posts these updates to the request within SeeClickFix 311 CRM. This happens using a polling schedule. This can also be triggered on demand at any time within SeeClickFix 311 CRM by clicking "Check Integration" on the request page. These updates include comments, status changes, and images.

When the work is completed in Asset Management and closed, then the integration will automatically update and close the request within SeeClickFix 311 CRM, which updates the resident. When a public comment is added to SeeClickFix 311 CRM, it will be added and sent to Asset Management. Comments created in Asset Management will be synced into SeeClickFix 311 CRM when they have the prefix of “To SCF:”. This helps enables internal comments added within Asset Management to not be sent to the public. Only comments intentionally sent to SeeClickFix 311 CRM using this prefix will be sent to the public resident.

Once a request is closed in SeeClickFix 311 CRM, the integration no longer syncs information to or from Asset Management.

If an integrated request on SeeClickFix 311 CRM is closed and then re-opened, it will open a new entity in Asset Management.

Importing Images

• Images added to the SeeClickFix 311 CRM request will be added to the entity within Asset Management.

• Images added in Asset Management and set to “public” will be sent to SeeClickFix 311 CRM and added as a comment on the request.

Terminology

SeeClickFix 311 CRM and Asset Management utilize different terminology for service requests and work orders. The following table describes the terminology used in this document and the associated terms in both system.