CM Module Overview

The Code and Contact Management module is used to track all citizen correspondence and can be is used to create, track, and report on issues related to lots and customer accounts. The information stored on an issue is fairly flexible so the module can be used for a variety of events or incidents. The module can be used for tracking code enforcement issues such as overgrown vegetation, vehicles parked on lawns, or improperly contained refuse. The module can also be used to track requests for services such as street repairs or utility billing service requests.

Creating an Issue

The creation and processing of issues and issue steps will generally take place in the Issue Search window (CM> Issues> Issues Search). 

In order to create a Code and Contact Management issue, you must first set up the issue types, which act as templates when creating issues. When an issue type is attached to an issue, it will populate the fields of the issue with the default values set up on the issue type. Issue types reduce data entry and data error and allow similar issues to be processed in a uniform way. You should set up an issue type for each recurring issue to ensure that the issues will be processed in the same way and with consistent information.

You will also need to establish Issue Queues. Queues are used to assign issue responsibilities to departments or individual Springbrook users.

Creating Issue Steps

Issues can be processed and completed in a single step or in multiple steps. This allows you to assign portions of the process to certain queues or specific Springbrook users. Issues inherit the issue steps from the attached issue type, but you can modify the issue steps on each issue as the issue is processed and the issue steps are completed.

Issue steps can also be used to perform a specific action. The actions that can be performed by an issue step are the creation of an Accounts Receivable invoice or a Utility Billing module service request. These actions will be performed on the customer or lot attached to the issue.

Each issue step will contain a completion date and time that can be used in reporting. Each issue step also has a scheduled date and time of completion field, which allows you to schedule, plan, and monitor the issue workflow.

Attaching Forms to Issues

Issue steps can also contain forms, which can be sent to the customer attached to the issue as the step is processed. These forms are Microsoft Word documents that can contain merge fields from the issue record.

Resolving Issues

Once the steps of an issue are complete, the issue is resolved and a user-defined resolution code is attached to the issue. The resolution code can be used to filter issues in reporting.

Information Tracking

There are several user-defined fields on every issue that allows you to customize the information tracked on each issue. The values in these miscellaneous fields will display on the printed version of the issue and can be used in reporting with the QBE reporting tool in the Code and Contact Management module.