Basic request type information
- Under , you can define the basic characteristics of the request type, such as its effective and expire dates. The values that you specify in the Priority, Responsibility, and Project fields are defaults that will be added to all service requests of this type.
The Request Type Group field can be used to publish request types for Open311 for Infor Operations and Regulations. See the Open311 for Infor Operations and Regulations Installation and Configuration Guide.
The Standard Resolution field specifies the resolution code that will be used to automatically resolve service requests of this type, if auto resolve is enabled.
- Under , you can specify what information is required when submitting a service request, such as requiring contact information or an account number. You can also select the Customer Contact Requested check box to indicate that the customer should receive email notifications regarding the progress of a request.
Select the Show Usage Details check box if you want to show the Usage Readings tab in the Service Request InfoViewer for requests of this type. If a service request is associated with an asset, the Usage Readings tab shows the usage history for the asset. You can also use this tab to add usage readings.
Select the Asset Information Required check box to indicate that an asset must be specified to submit a service request of this type. If you select an asset type from the Asset Type list, then only that asset type will be available for service requests of this type.
The Auto Resolve list determines how Infor Operations and Regulations will automatically resolve service requests of this type. You can select one of these options:
- Immediately: Infor Operations and Regulations automatically resolves requests of this type as soon as they're submitted, using the code that you specify in the Standard Resolution field under .
- After Confirmation: After a request of this type is submitted, Infor Operations and Regulations shows a message asking if you want to resolve it.
- Never: Infor Operations and Regulations does not automatically resolve requests of this type.
- Under , you can define how Infor Operations and Regulations will search for duplicate requests when requests of this type are submitted.
- Under , you can specify how quickly requests of this type must reach certain stages. Infor Operations and Regulations uses the numbers of days and hours that you specify to set deadlines for service requests to be scheduled, started, completed, and resolved.
Note: The progress requirements depend on the check boxes that you select under . For example, if you only select the Weekdays check box, then Infor Operations and Regulations will only consider weekdays when calculating due dates. So if a service request is taken on a Friday at 1 PM, and the Schedule By fields are set to 1 day and 2 hours, then the due date for scheduling the request will be Monday at 3 PM. Saturdays and Sundays are not available for scheduling.
There is one exception. The day on which a service request is taken is always counted, even if its check box is not selected under . For example, suppose a service request is taken on Saturday at 1 PM, and the Weekends check box is not selected. If the Schedule By fields are set to 0 days and 2 hours, then the due date for scheduling the request will be Monday at 3 PM, because Saturdays and Sundays are not available. If the Schedule By fields are set to 1 day and 2 hours, then the due date for scheduling the request will still be Monday at 3 PM, because Monday is the next available day.
- Under , you can indicate on what days service requests of this type can be scheduled.
You can select any or all of these check boxes:
- Weekdays: Indicates whether service requests of this type can be scheduled on weekdays.
- Weekends: Indicates whether service requests of this type can be scheduled on weekends.
- Holidays: Indicates whether service requests of this type can be scheduled on days that your agency has identified as holidays.
- Followed by Business Day: Indicates whether service requests of this type can be scheduled on days followed by business days. Days followed by business days are Sunday through Thursday, excluding days that your agency has identified as holidays.
- Under , you can indicate what type of inspector should be assigned to requests of this type.
- Under , you can indicate how long an average service request inspection is expected to take.
- Under , you can provide a description that will be displayed for users in Dynamic Portal.
- Under , you can direct Infor Operations and Regulations to automatically change a water meter's service status when a service request is resolved. Specify the resolution code that will trigger the service status update in the Resolution Code field, and specify the status that you want to assign in the Service Status field.