SeeClickFix 311 CRM provides a productized, hosted integration with VUEWorks. The integration helps agencies route requests from SeeClickFix 311 CRM into VUEWorks. It also keeps key request activity aligned between both systems.
When a resident submits a request in SeeClickFix 311 CRM, the integration can send that request to VUEWorks for staff to manage through their normal VUEWorks workflow. SeeClickFix 311 CRM can also check VUEWorks for request updates and reflect supported changes on the SeeClickFix 311 CRM request.
Important Note
VUEWorks API access, licensing, and version availability are managed by VUEWorks. Your organization may need to confirm API access and any related cost with VUEWorks or your VUEWorks administrator before configuring this integration.
Supported VUEWorks Integration API Versions
SeeClickFix 311 CRM supports VUEWorks Integration API v1.2 (version 1.2) and later for updated VUEWorks integration configurations.
Customers with an existing VUEWorks integration should contact CivicPlus before changing their VUEWorks API configuration. CivicPlus can help review the current setup, confirm the requirements for the updated API configuration, and plan validation in a test environment before production changes are made.
VUEWorks product versions and VUEWorks Integration API versions may not use the same version numbering. Work with your VUEWorks administrator or vendor contact to confirm which VUEWorks product version is required for VUEWorks Integration API v1.2 or later.
Requirements
To configure a VUEWorks integration, CivicPlus needs details for both test and production environments.
Test Environment
Provide the following:
Test VUEWorks URL, such as https://vw-test.city.gov/VUEWorks or https://vw.city.gov/VUEWorksTest
OAuth2 (Open Authorization) client credentials for the test environment
Client ID
Client secret
Required API access or scopes, as provided by VUEWorks
Production Environment
Provide the following:
Production VUEWorks URL, such as https://vw-prod.city.gov/VUEWorks or https://vw.city.gov/VUEWorks
OAuth2 client credentials for the production environment
Client ID
Client secret
Required API access or scopes, as provided by VUEWorks
Client credentials should be unique to each environment. Do not reuse test credentials in production unless your VUEWorks administrator confirms that it is the correct setup.
Feature Behavior
Syncing Request Types
The integration can query VUEWorks for request categories defined in VUEWorks and create matching integrated request types in SeeClickFix 311 CRM.
Request types can be grouped into one or more customer-defined agencies, each with a geographic service area. These geographies are configured in SeeClickFix 311 CRM using uploaded polygon shapefiles.
There is no limit to the number of categories that can be synced with VUEWorks. Category sync runs on a daily schedule and may also be triggered on demand in SeeClickFix 311 CRM.
The integration does not sync SeeClickFix 311 CRM questions from VUEWorks.
Submitting Requests
When a request is created in SeeClickFix 311 CRM, the integration can submit it to VUEWorks in real time as a new service request.
After the request is successfully submitted to VUEWorks, SeeClickFix 311 CRM can update the request status to “Acknowledged” and post an automated acknowledgement comment for the resident. The acknowledgement message can be customized by the customer. A standard comment includes: The City has received this issue. This is an automated response. It is registered as service request #.
Secondary questions and answers configured in SeeClickFix 311 CRM can be sent to the VUEWorks request description. If requester contact information should map to VUEWorks constituent fields, CivicPlus can help configure the appropriate integration keys.
If requester contact information should be routed directly to constituent fields in VUEWorks, add the appropriate integration key to the secondary question in SeeClickFix 311 CRM:
FirstName
LastName
Phone
The email addresses of registered users are automatically sent to the email field in VUEWorks.
Address Lookup
Before creating a request in VUEWorks, the integration can optionally query a customer-provided ArcGIS server for an address based on the request's map coordinates.
Note:
The VUEWorks integration uses X/Y coordinates from the request location to complete address lookup. Because of this, address lookup only supports exact addresses.
If address lookup is enabled, integrated request types must reject intersection addresses and address ranges. This is because the lookup relies on exact address matches.
Submitting Comments to VUEWorks
When public comments are added to a SeeClickFix 311 CRM request, the integration can send those comments to VUEWorks. All public comments are sent to VUEWorks.
Internal comments in SeeClickFix 311 CRM and internal comments in VUEWorks are not synced between systems.
Importing Comments from VUEWorks
The integration can periodically check VUEWorks for new comments and import supported comments back to the SeeClickFix 311 CRM request.
For comments that should be visible in SeeClickFix 311 CRM, follow the public-comment process configured for your VUEWorks environment. Some configurations use the To SCF: prefix in VUEWorks to identify comments that should be imported into SeeClickFix 311 CRM because VUEWorks does not provide a standalone public-comment checkbox. CivicPlus can help confirm the expected process during implementation or upgrade validation.
Images and Attachments
The integration supports sending supported images or attachments between SeeClickFix 311 CRM and VUEWorks, where configured.
For requests and comments created in SeeClickFix 311 CRM, supported images or attachment references can be sent to VUEWorks. Attachment behavior may depend on your VUEWorks environment, API access, and integration configuration. Confirm expected attachment behavior during test validation.
Checking for Updates
The integration can periodically check VUEWorks for updates to the connected request.
When VUEWorks indicates that a request has been closed, SeeClickFix 311 CRM can close the corresponding request and post a closing comment. A standard closing comment includes: The City has addressed the service request number.
This check runs on the standard integration polling schedule and may also be triggered on demand by CivicPlus or authorized staff.
Moving from a Previous VUEWorks Integration to API v1.2+
If your organization already uses the VUEWorks integration, plan the move to VUEWorks Integration API v1.2 (version 1.2) or later with CivicPlus and your VUEWorks administrator or vendor contact.
Recommended Steps
Confirm that your VUEWorks environment supports VUEWorks Integration API v1.2 or later.
Confirm any required VUEWorks product version, API license, or vendor-managed access.
Gather test and production environment URLs (Uniform Resource Locators).
Provision OAuth2 (Open Authorization) client credentials for each environment.
Confirm the required API access or scopes with VUEWorks.
Validate request type sync, request creation, status updates, public comments, and supported images or attachments in a test environment.
Coordinate the production cutover with CivicPlus after test validation is complete.
Do not replace an existing production VUEWorks configuration until the updated API configuration has been validated in test.