Basic Request Management

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. Here's, generally, what the statuses mean in PublicStuff - your municipality or department may have different or more specific definitions based on request type.

• Submitted: Default state when a new request comes in via PublicStuff. Staff have to actively change to another status, which usually goes to...
• Received: Someone from staff has reviewed the information in the request and changed the status to Received
• In Progress: Work is being done on the request. Typically the departments define what that means per request type
• Completed: Work is complete or added to another system if it's a longer-term project, or if it is irrelevant.

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.