Important Notes
SeeClickFix 311 CRM can integrate with Hexagon EAM to create records from SCF requests. Depending on configuration, the integration can create either Hexagon EAM Work Orders or Hexagon Call Center Service Requests.
Work Orders and Call Center Service Requests use different Hexagon EAM configuration paths, and supported fields or sync behavior may vary by implementation. CivicPlus will review the customer’s Hexagon EAM environment, API access, required fields, and desired workflow before configuring the integration.
Requirements
To configure the Hexagon EAM integration, CivicPlus needs the following information:
Hexagon EAM REST API endpoint
Integration user credentials or authentication details
Required organization and tenant values
Confirmation of whether the integration should create Work Orders or Call Center Service Requests
Request categories or service types that should be sent from SeeClickFix 311 CRM
Firewall or allowlist requirements for CivicPlus-hosted integration services
Do not send credentials by email. CivicPlus will provide a secure method for sharing sensitive configuration details.
Shared Configuration
Request Categories
SeeClickFix 311 CRM request categories can be mapped to Hexagon EAM values such as service types, problem codes, classes, statuses, equipment, or other required fields.
Each mapped category should include any required Hexagon EAM defaults needed to create the record successfully.
Address and Location Information
SCF can send request location information to Hexagon EAM. Address mapping depends on the customer’s Hexagon EAM configuration and may include full address fields, work address fields, or other location-related values required by Hexagon EAM.
Hexagon Call Center Service Requests
Submitting Requests
When configured for Hexagon Call Center, SeeClickFix 311 CRM can create a Hexagon Call Center Service Request from a SCF request.
The integration can send request details such as:
Request description
Category or mapped service type
Location or address information
Requester contact information, when available
Required Hexagon EAM defaults configured during implementation
Requester Contact Information
For Call Center Service Requests, SeeClickFix 311 CRM can send requester contact details to Hexagon EAM when the requester has provided them. This can include first name, last name, email address, and phone number.
If the request is submitted anonymously or contact fields are unavailable, those values are not sent.
Hexagon EAM Work Orders
Submitting Requests
When configured for Work Orders, SeeClickFix 311 CRM can create a Hexagon EAM Work Order from a SeeClickFix 311 CRM request.
The integration can send request details such as:
Request description
Category or mapped work order values
Address or work address information
Required Hexagon EAM defaults configured during implementation
Address Information
SeeClickFix 311 CRM can send the request address to the configured Hexagon EAM Work Order address field. The exact field mapping is reviewed during implementation because Hexagon EAM environments may require different address or location values.
Images and Attachments
For Work Orders, SeeClickFix 311 CRM can send images attached to the original request as Hexagon EAM documents or attachments.
Images added later through SeeClickFix 311 CRM comments can also be sent to the related Hexagon EAM Work Order as documents or attachments when the integration is configured for that workflow.
Connection Check
CivicPlus can test the configured Hexagon EAM connection from the SeeClickFix 311 CRM integration settings. A successful connection confirms that SCF can reach the configured Hexagon EAM REST endpoint using the provided connection details.
A successful connection test does not guarantee that every request will create successfully. Required field mappings, category configuration, and Hexagon EAM validation rules must also be configured correctly.