When a resident or field worker contacts you to report a request on their behalf, you can use the New Request form located on the header banner once logged in to your account.
Who can use this feature?
Owner | Manager | Internal Personnel
Note:
Submit a Request in the internal system only when a staff member needs to do it for someone else. For example, if a resident calls City Hall with a complaint, the City Administrator can use this form to enter the resident's Request.
Instructions
To begin a new request, click New, then Request
Drag the pin to the location of the request or manually key in the Address
Note:
If there is no address available, select No under Is there a location to report?
After selecting the location, a list of corresponding categories will appear. Select the appropriate Request Category
Fill out additional details
Potential Duplicates: A list of potential duplicates will populate that were previously created. If the new request is a duplicate of an existing request, you may select the existing request from the list and add a follower, such as the person who created the request. If the request is not a duplicate of another request, continue filling out the form.
Issue Title: This will populate from the request category, modify as needed
Description: Add a public-facing description for the request
Request Questions: Answer any additional questions; these will differ depending on the Request Category selected
Request Image: Add a photo of the issue, if available
Submit for Constituent: Submit the report on behalf of a constituent
Constituent: Enter a constituent's name and choose from the provided list of names. If a constituent isn't populating, select the Add New Constituent option to create their account.
Note:
To add a Constituent, reference the Add a New Constituent in the Call Taker Interface article.
Once the Constituent information is input, a toggle will appear asking Does the requester want this report to be anonymous? If toggled to YES, the report will be submitted without their information but they will still be able to subscribe to request updates. NO will attach their account to the report. Depending on how the request category is set up, this option may not appear.
Source: Choose an option from the dropdown for how the request was submitted
Submit for Guest: Submit the report on behalf of someone who does not want to follow the progress of the request or know the resolution
Note:
Depending on how the request category is set up, this option may not appear.
Source: Choose an option from the dropdown for how the request was submitted
Submit for Yourself: Submit the request as yourself so you can follow the progress
Subscribe to request updates: Check if you wish to receive updates about the request
Click Log the Request
A confirmation will appear; select View Request to see details
