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.

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.

   Any active workflow tasks that were assigned to the previous technician will be automatically reassigned to you. For more details on workflow task assignments, see Using Workflow.

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.

   Any active workflow tasks that were assigned to the previous technician will be automatically reassigned to the new technician. For more details on workflow task assignments, see Using Workflow.