The My Council Services platform now allows you to configure Advanced Nearby functionality on forms. This enables you to identify repetitive service requests being raised for the same issue, based on location and other parameters.
Note
This is currently only available for use in the Web Portal.
What steps do I need to follow to configure Advanced Nearby on my system?
1. Go into Administration > Forms Builder, and locate the relevant form. Please note that the Form must have a Location Picker in order to use an "Advanced Nearby" plugin.
IMPORTANT
The Form must have a Location Picker plugin with Primary set to "Yes". If the Primary is set to "No", the Advanced Nearby plugin will not work correctly.
2. Within the form settings, under the "Near by" heading, click on "Enabled".
3. This will generate further options for you to configure below. Scroll down the page to configure settings for Advanced Nearby, which will define the criteria to be considered for submitting the same requests.
The system will scan for similar service requests in a radius, using the location specified in the location picker. Distance can be in metres, kilometres, miles, or yards.
The system will only pull through similar service requests that have been submitted within the time frame specified, in days.
The system will only pull through similar service requests that have a certain status (Open, Under Review, Closed, Cancelled, etc).
The system will use a specific answer to a question in the form, and compare it with other answers submitted using the same form.
The system will actively show the existing service requests that could potentially be a match for the same issue, if allowed.
If the "Customer information" field is set to "Show", you will be presented with these options. You can specify which SR information will show - the date the SR was submitted, the chosen location on the map, and the current status of the SR. You can also give customers the choice to view this information.
You can configure the default option available to a customer if the service request they are submitting has been reported before. Regardless of the default, customers will be able to select between the following:
- This is not the same issue and I would like to continue to submit this request. This option will allow the submitter to continue with this request, as they feel it is not the same issue.
- This is the same issue and I would like to be updated on progress. This option will stop the submitter from creating a new request, and will update them on the progress of the original SR. So if a customer asks to be kept up-to-date on SR XYZ, their notifications would show "SR XYZ has been updated".
- This is the same issue and I will not continue to submit this request. This option will stop the submitter from creating a new request.
Click on to apply the changes to the form.
4. You will need to add an "Advanced Nearby" plugin item on your form. This will need to be the final item of the form, on the last page, in order to function correctly.
Simply add an item on the last page of the form. Set the "Item Type" to "Plugin", and the plugin itself to "Advanced near by".
IMPORTANT
Please ensure that the Primary is set to "No" for the Advanced Nearby plugin. If the Primary is set to "Yes", the plugin will not work correctly.
Save the changes, and publish the form.
5. Go into Service Desk and select the form where "Advanced Nearby" has been configured.
6. Enter the details, and proceed to the last page. If a similar request has been raised earlier, then it will display on the page, as per the plugin settings.
7. You will be presented with the three options, as shown in the plugin settings earlier. You can choose to report this as a new and separate incident, receive updates on an already-existing incident, or cancel the SR submission.
If the user chooses to receive updates, they will be sent email updates whenever there is a change in the status of the service request.
8. Advanced Nearby functionality is also available in Contact Centre. When you go into this module and search for a service requests, you will have the option to view any similar service requests related to it.
9. A pop-up will display on the screen, showing other similar service requests, as well as any similar service requests raised by the user logged in. Under "Interested SR", you will be able to see which customers have asked to be kept up-to-date with the progress of any particular SR.
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