Resolving Issues

Registered public users can access their cases online to address code violations for which they are responsible. Users request access from the Resolve Issue page, view a summary of their cases, and initiate actions such as an appeal.

Tip: Users can request online access and manage their cases on a phone as well as on a laptop or desktop computer. The layout changes based on the device being used.

Note: The following topic details the functionality that is applicable to the Next Generation Flow. For the steps to enable the flow, see What's New—Update 24A for Oracle Permitting and Licensing. To view the documentation for the Classic Flow, which is enabled by default, see the Update 23D documentation—Resolving Issues.

Requesting Access

Registered public users use the case ID and access number provided by the code enforcement agency to submit a request for accessing their case online. Once the agency approves the request, the case is listed in the Resolve Issue page.

Here are the steps for a registered public user to request online access to a case:

1. On the registered public user landing page, the user clicks the Resolve an Issue tile.

   If there are no cases available for online access, the Request Access to Your Case page is displayed.

2. On the My Cases page, the user clicks the Request Access button.

3. On the Request Access to Your Case page, the user enters values provided by the agency in the following fields:

   Page Element	Description
   Case ID	Enter the identifier of the case as displayed in the notice.
   Access Number	Enter the unique number associated to the specific case, provided by the agency.
   Email	Enter your email ID.
   Contact Type	Select the type of contact from the options.
   Phone	Enter the phone number in the format set up.
   Extension	Enter the extension number for the phone.
   Additional Information	Enter any detail, such as a reason for requesting access to the case.

4. The user clicks the Submit button.

Agency staff such as a code technician receive the request, review, and decide to issue access or deny the request. For information on reviewing and taking action on access requests, see Using the Code Technician Worklist and Adding Responsible Parties.

Note: Agency staff decide the type of access they should issue to the requestor. Access types determine the level of control the registered users have on their cases.

Viewing and Resolving Issues

After the agency staff approve the access request, registered users can view their case on the My Cases page.

On the My Cases page, users get a snapshot of the information regarding the cases to which they have online access. Actions such as viewing the notice document and requesting an appeal can also be performed from this page.

From the registered user’s landing page, registered users can access their approved cases by clicking the Resolve an Issue tile. The following table lists the information that registered users can use on the My Cases page:

Page Element	Description
Request Access	Click to request access to a case. See the previous section for more information.
Case ID	View the identifier of the case that was generated at the time of case creation.
Description	View detailed information about the issue recorded at the time of case creation.
Compliance Date	View the date by which the responsible party must ensure compliance.

Viewing Case Details

Users can select a case on the My Cases page to open the detail view of the case, where they can:

• Request appeal
• Make payment
• View corrective actions
• Attach photos
• Request an early inspection
• View the assigned code officer’s name and
• View the list of code violations related to the case.

The header shows the issue type, issue subtype, status of the case, case ID, and compliance date.

The following table lists the information that registered users can use on the case detail page:

Page Element	Description
Appeal	Click the link to submit an appeal for the issued violation or citation. On the Appeal page, enter a reason for appeal and click Submit. A text indicates the number of days left for requesting the appeal. Once the appeal is submitted, the text shows the date on which the appeal was submitted. The period in which an appeal can be submitted is determined by the time rules set up by your agency. See Setting Up Time Rules.
View Case Notices	Click the button to view the list of notices in a drawer. Select a notice to view in a format that is set up by your agency.
Make Payment	Click to open the Checkout page and pay the case fee.
Ready for Inspection	Turn on the switch if your case is ready for the inspection before the compliance date. Choose this option after you have applied all corrective actions related to the violation. The agency will be notified about your early inspection readiness.
Corrective Actions	Click to open the Corrective actions drawer and view the list of actions the user must take to ensure compliance.
I’ve resolved this case	Click the link to open the Ready for Early Inspection page and request an early inspection. Use this option if your case is ready for inspection before the compliance date. You add a comment that all corrective actions are taken, and that you have ensured compliance. You can also add photos as supporting document. Clicking Requestwill return to the case detail page, displaying a message explaining that the property is ready for inspection. The agency will be notified about your early inspection readiness.
Add photos	Drag and drop photo files related to the case. You can add photo, video, or audio files. Click the attachment image to download or delete it.
View Codes	Click to open the Code Violations drawer and view the list of violations related to the case. Each violation record includes the code violation ID, summary, and description.