When requests arrive in the PublicStuff system, their original status will be Submitted. The first person within the Workflow will receive a notification email that he or she is assigned a step within a Workflow.
The user will manually update the Status of the service request from Submitted to Received. When the status of the service request is updated, it will trigger an automated confirmation message to the submitter.
If additional information is needed to begin progressing the service request, the user can communicate with the request submitter through the Comments field. If the comment is supposed to be resident-facing, toggle the button next to Comment to Public. In cases where the request is private, toggling the comment button to Public will make the comment available only to the resident who submitted the request, and to staff..
As with status updates, sending a public comment will trigger an email to the submitter.