Claiming and Assigning Incidents

When an issue is reported, an incident is created. Code enforcement supervisors can assign incidents to code enforcement technicians, and technicians can claim incidents. The technician who claims an incident or is assigned to it becomes responsible for managing the incident.

The procedures in this topic describe how to assign or claim incidents from the code technician worklist. The same actions are available from the Incident Details page. For more information about the code technician worklist, see Using the Code Technician Worklist. For more information about the Incident Details page, see Working with Incident Details.

Overview of Automatic Routing

If you enable automatic incident routing on the Code Enforcement Options page, then incidents are routed to technicians who are responsible for specific issue types and subtypes.

Define a technician’s areas of responsibility using the Issue Type and Issue Subtype attributes for the Code Enforcement Technician and Code Enforcement Supervisor job functions:

• Assign a user to an issue type to make the user responsible for all related subtypes

• Assign an issue to a subtype when the user is not responsible for all of the subtypes that belong to the related issue type.

• To give a user responsibility for all types of issues, create an Issue Type attribute row, but leave the attribute value blank.

Note: If you don’t set up any issue type or subtype attributes, and you activate the system-level setting for automatically routing incidents, incidents will never be routed to the user.

When automatic routing is active, the Incoming Incidents tab on the code technician worklists shows only the incidents in the user’s area of responsibility. Additionally, technicians can only reassign incidents to technicians who have the appropriate area of responsibility.

If there’s only one code enforcement technician responsible for a particular issue type or subtype, then those issues are assigned to that technician automatically, and they don’t appear on the Incoming Incidents tab unless the technician releases the incident.

Code enforcement supervisors can assign or reassign incidents to any technician. During this process, the list of available technicians is initially limited to those with the appropriate area of responsibility, but the supervisor can select a check box to open up the list to all technicians.

When automatic routing is active, incidents can only be updated by these users:

• Users with responsibility for the incident’s issue type or subtype

• Users who are assigned to the incident, regardless of the user’s areas of responsibility.

• Supervisors and super users such as a system administrator.

See Setting Up Agency-Level Options for Code Enforcement and Setting Up Agency Staff.

Claiming an Incident

Claiming is the action that code enforcement technicians take to assign incidents to themselves. Code enforcement supervisors who are also code technicians have to use the Assign action rather than the Claim action to assign issues to themselves.

To claim an incident:

1. From the agency springboard, click the Code Technician Worklist tile.

   The Incoming Incidents tab appears by default. The incidents that appear on the list depend on whether you use automatic routing:

   • If automatic routing is off, this tab displays all unclaimed incidents.

   • If automatic routing is on, this tab displays incidents with types and subtypes in the current user’s areas of responsibility.

2. Optionally select the Overdue or Priority subtab to filter the list of incoming incidents.

   To return from a subtab to the main Incoming Incidents tab, click the Back to Incoming Incidents icon next to the Search icon.

3. Click the Claim button to claim an incident.

   Claiming an incident makes you the assigned technician. As the assigned technician, you are now responsible for processing the incident.

Assigning an Incident

Code enforcement supervisors assign incidents to code enforcement technicians. Supervisors who also have the technician job function use the Assign action rather than the Claim action to assign issues to themselves.

To assign an incident:

1. From the agency springboard, click the Code Technician Worklist tile.

   The Incoming Incidents tab appears by default. The incidents that appear on the list depend on whether you use automatic routing:

   • If automatic routing is off, this tab displays all unclaimed incidents.

   • If automatic routing is on, this tab displays incidents with types and subtypes in the current user’s areas of responsibility.

2. Optionally select a subtab to further filter the list of incoming incidents:

   To return from a subtab to the main Incoming Incidents tab, click the Back to Incoming Incidents icon next to the Search icon.

3. Click the Assign button.

   The Assign a Technician window opens.

4. Use these fields to review the list of technicians:

   Page Element	Description
   Show All Technicians	This check box appears only if automatic routing is on. Select the check box to list all code enforcement technicians, regardless of whether their job function attributes match the current incident’s issue type and subtype. If automatic routing is not enabled, this check box is hidden, and the technician list always includes all technicians.
   Name	Displays the names of available technicians.
   Incidents	Displays the number of open incidents that the code technician is currently assigned to.

5. Select a technician by clicking the row with the technician’s name.

6. Click Save.

   This assignment occurs immediately, and the incident disappears from the Incoming Incidents tab.