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.
Cityworks has released Cityworks 23, which is a significant upgrade. The new version requires a change in authentication. The SeeClickFix 311 CRM solution is prepared for the upgrade and can work with customers to update the integration in sync with the update the organization does with their Cityworks solution. Any organization that is updating its Cityworks system should submit a Support ticket so that SeeClickFix 311 CRM can update the integration appropriately.
Requirements
Versions: 2013 ( JSON API), 2014, 2015, 15.0-15.8, 23+
On-premise or online
Service Requests (SR) and/or Work Orders (WO)
Citizen Engagement API license and/or Work Order Basic API
Features
Syncing Categories
The Integration can query Cityworks for a list of public SR or WO "Templates", to be used as request categories on SeeClickFix 311 CRM report forms.
Request categories are grouped into one or more customer-defined "agencies", each with a geographical service area. These geographies are configured using polygon shapefiles uploaded to SeeClickFix 311 CRM.
There is no limit to the number of categories that can be synced with Cityworks.
This query runs on a schedule but can also be triggered on demand using the SeeClickFix 311 CRM internal system.
Syncing Questions & Answers (Service Requests Only)
For each request category synced with a Cityworks Service Requests (SR) template, the integration will query Cityworks for a list of Questions and Answers.
The Cityworks integration views questions synced from Cityworks as Public on SeeClickFix 311 CRM unless the question text contains "email", "e-mail", or "phone". If any of those words are used in the question, then the question will be marked as Private. If a secondary question should be kept Private within SeeClickFix 311 CRM, then the automatic sync for secondary questions should be disabled. This must be completed by a SeeClickFix 311 CRM Admin.
Questions imported using the automatic sync process are always marked as "required" within SeeClickFix 311 CRM.
This query runs on a schedule, but can also be triggered on demand using the SeeClickFix 311 CRM internal system.
Address Lookup
Prior to creating a Service Request in Cityworks, the Integration can query a customer-provided ArcGIS server for an address, based on the X/Y map coordinates of the request (reverse geocode).
Submitting Requests
As requests are created on SeeClickFix 311 CRM, the Integration submits them to Cityworks individually (on-the-fly), as a new Service Request or Work Order.
If an issue includes an image, the Integration submits it to Cityworks as a Service Request/Work Order Attachment.
Importing Requests (Service Requests Only)
The Integration can periodically query Cityworks for new Service Requests (SR) originating in Cityworks directly. This allows SeeClickFix 311 CRM applications (web portal and mobile apps) to display all Cityworks SRs, not just those originating SeeClickFix 311 CRM.
The importer feature requires a standard polygon without cutouts to be used for the geography of the agency. For example, a geography with state highways cut out of polygon will cause errors in the importer.
Submitting Comments
As public comments are added on SeeClickFix 311 CRM, the Integration submits them to Cityworks individually (on the fly), as Service Requests/Work Order comments.
If a comment includes an image, the Integration submits it to Cityworks as an SR/WO Attachment.
Importing Comments
The Integration will periodically query Cityworks for comments added to the SR/WO and will import those intended for public consumption.
NB: this "Public" indicator is currently implemented using a comment prefix "To SCF:", pending the addition of a proper checkbox field for this purpose.
Checking for Updates
The Integration will periodically query Cityworks for changes to the SR/WO, in order to take the following actions:
The Integration will close the issue if the Cityworks SR/WO has been closed.
Importing Images (from Cityworks)
SeeClickFix 311 CRM can import images intended for public consumption attached to the SR/WO in Cityworks.
If the attachment includes a comment with the prefix "To SCF:", the content of the comment, along with the image, will be imported to SeeClickFix 311 CRM and posted as a public comment on the request.