Service Configuration

Service Configuration allows an admin to create a new public-facing page to capture information from citizens via a form. The admin can configure what information is captured by the form by enabling/disabling the form options discussed below.

From the left-hand navigation bar, click the Configuration menu item.

This will display a list of all the currently configured Request It pages.

From this page, you will be able to:

  • view a list of ALL existing pages that have been configured.
  • create a new page using the Add a New Subject button
  • edit the configuration of a page using its View button.
  • See the current state of all existing pages configured

Clicking the View button will open the page's configuration allowing you to:

  • Enable or Disable a Request It transaction.
  • manage and maintain the states for transactions submitted using its States menu item.
  • manage and maintain the Resolution Reasons also via the States menu item.
  • remove a page using its Delete button
  • clone a page which will create a new page with the same configuration using its Clone button
  • view and copy the page's public URL using its URL button

Add a new subject page

From the left-hand navigation bar, click the Service Configuration menu item.

Click the Add A New Subject button on the top of the page

You can configure the following information:

Step 1: Admin Configuration

  • Subject for the contact form (mandatory): you must enter a unique subject title;

    • this will be the name of your page and will form part of its unique URL
    • this text will be displayed at the top of your Request It form (unless you configure a custom title)
    • Note that this text cannot be changed once the page has been created.

  • Email delivery address for notification of received messages (mandatory): you must enter a valid email address; this will be the email address that receives notifications for all transactions submitted through this page.

  • Check the appropriate settings as they apply to your requirements:

    • enable closed loop: if toggled on, the 'closed loop' confirmation email will be issued to the citizen and reply functionality turned off against its transactions.
    • enable transaction allocation: if toggled on, transactions received for this service can be allocated to a service user for processing.
    • Remove Reply Functionality: if toggled on, there will not be a reply function on transactions for this subject.
    • Inactive reminder email notification period: enter the number of days to elapse before the system will send you out an automated reminder notification.

Step 2: Form Configuration

  • Message label (Mandatory): this text is displayed along with the message field
    • if you do not configure a message label, then the following default text will be displayed: Your message
  • Make Personal details optional: If toggled on, this means the citizen can submit an anonymous response to the form if they wish. The personal details fields will continue to display but will not be marked as mandatory fields.
  • Add custom title: If toggled on, prompts you to enter a customised title to be displayed on the page.
  • Add custom introduction: If toggled on, prompts you to enter a customised introduction to be displayed on the page. You can format how this text will be displayed to the citizen using the editor functionality. You can also format URLs to display as clickable hyperlinks or as plain text.
    • if you do not configure a custom introduction, then the following default text will be displayed: Complete the fields below and submit the form to send us the information.
  • Add a file upload: If toggled on, prompts you to enter file upload text which will be displayed on the page along with an upload button.
  • Add custom text field: If toggled on, prompts you to enter a label to be displayed along with the additional text field.
  • Add custom dropdown list: If toggled on, prompts you to enter a label and a list of options to be displayed in the custom dropdown list.
  • Remove the message field: If toggled on, the text area on the page to allow citizens to type in information, will NOT be displayed.
  • Enable product selection: If toggled on, prompts you to select a product from the dropdown list.
    • Selecting a product will allow your customers to pay for the product via this page.
    • Note that these payments can be viewed in the separate Payment Gateway service.
    • Also note that each product has one or more preconfigured costs attached to it that the user will be able to select from and pay for via this page.
  • Enable Rate It: If toggled on, prompts you to enter a Rate It subject name.

Click the Save button to complete.

Your new configuration will now be listed at the end of the Service Configuration subject list with its associated action buttons. You can search and sort the list as required.

Clicking the View button will reopen the above settings and allow you to change them. Once saved, changes will be visible the next time a citizen clicks the public link/button for this service.

Configuring States

To manage the available states for transactions submitted via a page, select the Subject by clicking its View button, followed by its States menu item.

You will be shown a Configuration Summary. Detailing the Subject, Date created and the State (enabled/disabled) of the configured transaction.

For each new configuration created, the following three states are automatically set:

  • Received: (starting state) all new transactions will enter the admin system in this state.
  • Under Investigation: (interim state) admin users can set transactions to this state while being worked on.
  • Resolved: (end state) admin users can close out transactions using this state.

As an admin user, you can edit the display name of any of the default states using their Edit buttons but cannot remove the first or last states.

Add a new state

Only interim states can be added.

  • Click the Add A New State button
  • Enter the new status Name and Display Name
  • Click the Save button

Your new state(s) will be added to the state list.

You can use their associated Up and Down arrow buttons to reorder how the interim states are displayed in the Update State dropdown list (located in Transaction Details).

Configuring Resolution Reasons

As an admin user, you have the ability to configure a list of resolution reasons for each Request It subject:

  • If configured, this list will be displayed to users when setting any transactions associated to this subject to resolved. When displayed, it is mandatory.
  • if no list has been configured then no dropdown will be displayed when setting transactions to resolved.

To configure and manage your resolution list, click the Request It Subject's States button.

At the bottom of the page, you will see the Resolution Reasons List section which is empty by default.

Configure Resolution Reasons List

  • Click the Add Reason button

  • Enter a reason

  • Click the Add entry button to add it to the list

  • Continue adding reasons until your list is complete

  • Click the Save button at the bottom of the screen to save your list.

When at least ONE reason has been configured, it will be displayed on the Update State modal only when the 'Resolved' state has been selected. When displayed, users must select a reason to set the transaction to resolved.

Clone an existing page

Clicking the Clone button against an existing configuration will open a brand new configuration details page. The system will automatically configure all the options to exactly the same as the existing page.

You must enter a new unique name for this new configuration.

You may also edit any of cloned options.

Clicking the Save button will add the configuration to the list and create the public URL.

Public URL

For each page created, the system will automatically generate a unique public URL for it; this is the link that citizen's will click to navigate to the page, fill in and submit their requests. It is this URL which your website provider will display on the appropriate public web page.

Clicking the URL button will display its unique public URL in a modal.

  • clicking the Copy Link button, this will copy the URL address to your clipboard for you to share with your website provider.
  • clicking the URL, this will navigate you to the public page; from here you can:
    • confirm that it is displaying as expected before making the link publicly available
    • you can also fill in and submit a transaction to view in the admin system

Removing a configuration

You can remove an existing configuration using its associated Delete button and this will:

  • remove it from the list of existing configurations
  • for any existing transactions which were submitted against it, the following message will now be displayed: Please note that the subject for this message is no longer active
Important

It is important to note that the public URL has NOT been deleted so you must ensure to remove the page's link/button from the public website or citizens can continue to submit transactions against it.