When a request is integrated and recategorized, the behavior is different than if it is a non-integrated request. It is important to understand the parameters and behavior around integrations and recategorization.
Generally, if a request is recategorized into an integrated category, we will send the request to the integrated system. However, there are a few exceptions to note:
This will not happen if the new category has required questions that are not answered.
If the original request was integrated into another system, SeeClickFix 311 CRM will stop checking for updates, but leave the remote request untouched. This means SeeClickFix 311 CRM does not close out the request opened in the other system or recategorize it.
SeeClickFix 311 CRM does not re-categorize within the same integrated system. If a request is already integrated and it is recategorized within SeeClickFix 311 CRM to another category within the same integrated system, nothing is changed in the integrated system.
If the request cannot be recategorized, the recommendation is to open a new request with the correct information in the correct category so that it integrates. We suggest marking the older request as a duplicate of the new one. This will archive the duplicate and will notify any followers of the original issue with the request ID and a link.
Examples
Provided below is a detailed breakdown of what happens in various scenarios.
The Original Request is Not Originally Integrated
If the new category is non-integrated:
The request will be recategorized per the new non-integrated category, auto-assigned, and set with auto-subscribers per the non-integrated category.
If the new category is integrated:
Does the new category have required questions not answered by the original request?
No: SeeClickFix 311 CRM will integrate the request.
Yes: SeeClickFix 311 CRM will not integrate the request. There is no integrated request created if there are required questions unanswered in the original request. If this happens, an internal comment will be added to the request stating: "Integration of categorized issue blocked by incompatible secondary questions."
The Original Request is Integrated
The new category is non-integrated:
SeeClickFix 311 CRM will de-integrate the request. This means SeeClickFix 311 CRM stops checking for updates from the integrated system but leaves the remote request untouched. The request will be recategorized as the new non-integrated category, which will be auto-assigned and set with auto-subscribers per the non-integrated category.
The new category is integrated:
Same integration:
SeeClickFix 311 CRM does nothing with the integrated system. The request will show recategorized in SeeClickFix 311 CRM but will not reflect this update in the integrated system.
Different integration:
SeeClickFix 311 CRM will de-integrate the request. This means SeeClickFix 311 CRM stops checking for updates from the integrated system but leaves the remote request untouched.
Does the new category have required questions not answered by the original request?
No: SeeClickFix 311 CRM will integrate the request.
Yes: SeeClickFix 311 CRM will not integrate the request. There is no integrated request created if there are required questions unanswered in the original request. If this happens, an internal comment will be added to the request stating: “Integration of recategorized issue blocked by incompatible secondary questions.”