Enhancements

Q2 Customer Feedback

In Q2, a project was created to implement customer feedback on the citizen portal web form, the service request tab, and submitter notifications. The following changes will be available after this release. 

Citizen Portal (311) Improvements

New Web Form Setting:

Users requested the ability for the details tab to appear first in the web form. After this release, users can now access a “Show Details First” Web Form Setting. 

• Once “Show Details First” is selected, the details tab will appear on the web form.

New Account Creation Settings

• Citizens can create online accounts within the citizen (311) portal as part of the Request Management Enterprise (RME) package. 
• After this update, users of (RME) citizens will be able to enable email notifications during signup.

Service Request Improvements

Responsible Users Column

• For service request views filtered by results from “My Requests’,  “Other People,” and “Unassigned,” the “Responsible Users” column will now display. 

Escalation Filters and Sorting:

• Escalated On Filter: A new filter, “Had Escalated On,” is now available in the view settings on the Service Requests page.
• Escalated On Column: The “Had Escalated On” column will be displayed if the corresponding filter is set in the view settings.

• Sorting by Escalation Date: Clicking the “Had Escalated On” column name will sort the table by escalation date, allowing for easier management and review of escalated requests.

Re-Send Email Action

• If an email is invalid and subsequently corrected,  system users now have the option to resend all previous emails automatically.

Activity log Improvements

• Activities for submitter notifications now clearly state that the call/text will be sent during business hours.

Service Request Configuration Improvements

Archiving and Searching Requests Types

Broward County requested the ability to:

• Archive Service Request Type: Users can now archive a service request type from the configuration settings.
• Visibility Control: Once a service request type is archived, it will no longer be visible in the configuration list or available for future requests.
• Reporting and Search: Archived service request types will still appear in reports, request views, and relevant searches, ensuring historical data remains accessible.
• Restore Archived Request Types: If a service request type is accidentally archived, users can restore it through support or an admin user.
• Enhanced Search: Users can search request types within the configuration settings for easier navigation and management.

Maps Tab Improvements

• Request comments and custom fields are now available in the CSV export in the map tab.

General Improvements

Updated Support Contact

• Citizen Portal: The public portal copyright and link have been updated to display Catalis.

• About Dialog: The “About” dialog now shows Catalis contact information.
• Contact Support: The “Contact Support” button has been updated to a mailto link directing users to munisupport@catalisgov.com.

SMS Blacklist Update

• The SMS blacklist moved from RME(QAlert) to QCore.  Originally, this feature was for submitters but has now been expanded to handle system users.
• User preferences now display a reminder if their mobile number has been blacklisted (i.e., they used the STOP command and need to reply START to receive messages again).