This article describes the information that SeeClickFix 311 CRM requires to ensure a timely and trouble-free integration of your CentralSquare Enterprise Asset Management (EAM) (formerly known as Lucity) system.
A Note on Security: All information requested in this article should be entered directly into the system or discussed with your Implementation Manager. Please do not send credentials. Please direct any questions about this document to your Implementation Manager or Support.
Important Notes
The license for the third-party software's API utilized for this integration may require additional cost from that vendor. Please confirm your organization's API access and license with your third-party vendor.
Technical Requirements
Testing Instructions
View the steps to test your integration: Testing the SeeClickFix Connect CentralSquare Enterprise Asset Management Integration.
Terminology
SeeClickFix 311 CRM systems integrate with a wide variety of external service request and work order systems. The following table describes the terminology used in this document and the associated terms in the remote system.
Document Term | Description | CentralSquare Enterprise Asset Management Term |
|---|---|---|
Local system | The SeeClickFix 311 CRM system | Customer application |
Remote system or integrated system | The CentralSquare Enterprise Asset Management integrated system | CentralSquare Enterprise Asset Management |
Request | The resident-generated request | N/A |
Work Request or remote request | The service request information is available to CentralSquare Enterprise Asset Management | Work Request |
Issue ID | The primary key for the issue in SeeClickFix 311 CRM | N/A |
Remote service request ID | The primary key for the incident in CentralSquare Enterprise Asset Management | Request # |
Request Category | The type of service request, such as "Pothole" or "Graffiti" | Problem Code |
Status | The status of the issue in SeeClickFix 311 CRM | N/A |
Remote status | The status of the incident in CentralSquare Enterprise Asset Management | Status field of Service Request |
Secondary questions | Additional questions associated with a request type | See the secondary question section |
Service Endpoints and Network Access
A service endpoint is identified by a URL and represents a connection point where SeeClickFix 311 CRM accesses your systems. We strongly recommend that you make available a test endpoint for CentralSquare Enterprise Asset Management that is not associated with your production system. This allows the integration to be thoroughly tested before any changes are made to your production system.
Item | Description |
|---|---|
Test Endpoint | The URL specified by CitizenPortalRESTAPI for your test system. |
Production Endpoint | The URL specified by CitizenPortalRESTAPI for your production system. |
Firewalls
Many customers have network security equipment installed (firewalls) to protect their systems. In this case, your IT staff or vendor will need to ensure that SeeClickFix 311 CRM systems are permitted to establish connections to your CentralSquare Enterprise Asset Management systems by allowlisting the IPs.
GIS Information
Address Verification in ArcGIS
SeeClickFix 311 CRM can utilize an ArcGIS server to provide improved address verification. Please specify your ArcGIS endpoint to your Implementation Manager if you want to take advantage of this feature. If you have no custom endpoint, we will use the ESRI World Geocoder by default.
SRID Projection
Please provide the SRID used by your CentralSquare Enterprise Asset Management system. SeeClickFix 311 CRM will translate all latitude and longitude coordinates to this SRID.
You can look up your SRID using the Spatial Reference website or by contacting CentralSquare Enterprise Asset Management Support for further information about finding your SRID.
Integration User
During the normal operation of an integration, SeeClickFix 311 CRM will add a variety of comments to a service request, including acknowledgment comments, closing comments, and comments imported from your CentralSquare Enterprise Asset Management system. The Integration User name is the display name that will appear on these comments. Typically, this is the name of your organization (example: City of New Haven).
This will be set by default by your Implementation Manager to your organization's name; however, you have the ability to change the Display Name for this user at any time. To learn how, see our guide: Changing Display Names.
Service Request Types
Remote Request Type Syncing
SeeClickFix 311 CRM uses a dynamic sync to define the service requests offered during issue reporting. Here are the features and processes of dynamic sync.
Initial Setup
Create a new Category Code called SeeClickFix 311 CRM with a code of SCF.
For all issue types that should be offered to residents during issue reporting, associate those Problem Codes within CentralSquare Enterprise Asset Management with the SeeClickFix 311 CRM Category Code.
Once this is done, SeeClickFix 311 CRM will sync those Problem Codes and create integrated Request Categories the following morning. This action can be forced under Manage Organization, Request Categories by clicking the Cog Icon next to the integrated Agency and then clicking Sync with Integration.
Adding, Editing, and Disabling Problem Codes
Maintaining the list of issue types offered to residents during issue reporting is done entirely within CentralSquare Enterprise Asset Management. To change the name of the Request Category, add a new Request Category, or disable an existing Request Category, you should perform those actions within CentralSquare Enterprise Asset Management. All changes within your CentralSquare Enterprise Asset Management system will then be reflected in SeeClickFix 311 CRM.
Private and Internal Categories
For all requests that you add to CentralSquare Enterprise Asset Management and wish to have synced into SeeClickFix 311 CRM, please send us a list of all Request Categories that should be Internal and/or Private using this format.
Question | Description | Notes |
|---|---|---|
Title of the Request? | The title of the Request | We need to know the title, of course! |
Is this an Internal Request? | Should this Request Category only be accessible for reporting by members of your organization? | Yes or no? |
Is this a Private Request? | Request Categories within SeeClickFix 311 CRM can be marked as Private so that they cannot be viewed by members of the public after being used for a Request. | Internal Requests can be set to Private. Non-internal Requests are subject to review by SeeClickFix 311 CRM to be set as private. |
Acknowledgment Messages
When a new service request is successfully transferred to your CentralSquare Enterprise Asset Management system, SeeClickFix 311 CRM will transition it from Open to Acknowledged. Please provide the text of the automated acknowledgement message, which will be added as a comment to the service request.
Default Acknowledgement Message
If no custom acknowledgment is specified, a default message will be used.
Custom Fields
During service request submission, SeeClickFix 311 CRM can insert values into CentralSquare Enterprise Asset Management user-defined fields such as User13 or WorkOrderUser1. Custom field requests will be reviewed by SeeClickFix 311 CRM to confirm that we are able to satisfy your specified requirements.
Checking Service Request Status
Periodically, SeeClickFix 311 CRM will poll your CentralSquareEnterprise Asset Management system to retrieve updated information regarding the status of any service requests that are not yet closed. SeeClickFix 311 CRM supports a simple status model of Acknowledged, Closed, and Reopened.
By default, SeeClickFix 311 CRM will transition a service request to Closed when it sees a system status code of 950 or more on the service request.
Once a service request has transitioned to Closed, SeeClickFix 311 CRM will cease polling your CentralSquare Enterprise Asset Management system for that service request. As such, no comments will be pulled from your CentralSquare Enterprise Asset Management system once the service request is closed.
Closing Messages
You may specify a default closing message that will be added as a comment when the service request is closed. You may also specify custom closing messages based on the particular system status code that triggered the closure of the service request.
Syncing Comments and Images Added to Requests
Comments and Images Added in SeeClickFix 311 CRM
When a comment or an image is added to a Request, the comment or image will be pushed to your CentralSquare Enterprise Asset Management system. The comment and the commenter's name will be made available in the Comment and RecordedBy fields. If the comment includes an image, the URL to the image will be added to the comment text. Additionally, all images sent from the Request are listed in the Document Links.
Comments and Images Added in CentralSquare EAM
Comments or images added within CentralSquare Enterprise Asset Management are pulled into SeeClickFix 311 CRM by toggling on "Publicly Available" within the comment or image upload. If you do not have this checkbox on your comments tab, please enable it within CentralSquare Enterprise Asset Management Settings.
Work Orders
SeeClickFix 311 CRM can integrate directly into the CentralSquare EAM (Enterprise Asset Management) Work Order module. While most integrations with CentralSquare EAM are with the Work Request module, we do also offer an integration directly between a SeeClickFix 311 CRM Request and CentralSquare EAM Work Order. The current use of this direct integration with Work Orders in CentralSquare EAM is for internal types of requests, such as city facility concerns.
The integration with the Work Order module is more limited than the Work Request integration. It includes the following feature sets:
Automatic creation of a Work Order from a SeeClickFix 311 CRM Request, including image attachments.
Automatic creation of comments on the Work Order if new comments are added to a SeeClickFix 311 CRM Request.
Automatic status change to “Close” of the SeeClickFix 311 CRM Request based on Status Codes updated on the Work Order. The closing comment can be customized based on status.
Automatic comments posted to SeeClickFix 311 CRM Request based on Status Codes updated on the Work Order. The comments can be customized based on different status codes.
Ability to import comments from a Work Order onto a SeeClickFix 311 CRM Request.
The integration with the Work Order module does not include:
Request category or question syncing
Secondary geocoding
Closing of Work Orders based on the closing of SeeClickFix 311 CRM Request
Ability to create requests in SeeClickFix 311 CRM based off Work Orders
Ability to import images from a Work Order onto a SeeClickFix 311 CRM Request
Work Requests
SeeClickFix 311 CRM provides a productized, hosted integration with CentralSquare Enterprise Asset Management (EAM) for Work Requests.
With the integration, resident requests are instantly routed and passed from SeeClickFix 311 CRM into CentralSquare Enterprise Asset Management through a two-way integration that keeps the city and the requester up to date. SeeClickFix 311 CRM can dynamically sync the correct work request categories into SeeClickFix 311 CRM for public reporting.
Address Lookup
Prior to creating a Work Request in CentralSquare Enterprise Asset Management, the integration can query an ArcGIS geocode server for an address, based on the X/Y map coordinates of the request (such as reverse geocode).
Submitting Requests
As requests are created in SeeClickFix 311 CRM, the integration submits them to CentralSquare Enterprise Asset Management individually (on the fly) as new Work Requests
If a SeeClickFix 311 CRM request includes an image, the integration submits it to CentralSquare Enterprise Asset Management as a Document on the Work Request
Submitting Comments
As public comments are added in SeeClickFix 311 CRM, the integration submits them to CentralSquare Enterprise Asset Management individually (on the fly) as Comments on the Work Request
If a comment includes an image, the integration submits it to CentralSquare Enterprise Asset Management as a Document on the Work Request
Importing Comments
The Integration will periodically query CentralSquare Enterprise Asset Management for Comments added to the Work Request and will import those marked as Publicly Available.
Importing Images
The Integration will periodically query CentralSquare Enterprise Asset Management for Documents added to the Work Request and will import those marked as Publicly Available.
Checking for Updates
The Integration will periodically query CentralSquare Enterprise Asset Management for changes to the Work Request, in order to take the following actions:
The Integration will close the issue if the CentralSquare Enterprise Asset Management Work Request has been closed.
The Integration can optionally comment on the issue with a pre-defined message if a specific CentralSquare Enterprise Asset Management Work Request field matches a pre-configured value (example: Status = In Progress) or changes (example: ProblemCode changes from Trash Pickup to Illegal Dumping).
This query runs on a schedule but can also be triggered on demand through the SeeClickFix 311 CRM internal system.