Processing Incidents

The code enforcement technician or code enforcement officer who claims an incident has various options for processing it: scheduling an inspection, marking it as a duplicate, reassigning it to another technician or officer, releasing it back to the pool of unclaimed incidents, rerouting it by updating the issue type or subtype, or closing it.

The following actions are available for processing incidents:

Schedule Inspection
Update priority and description
Update District Info
Mark as Duplicate
Reassign
Release
Reroute Incident
Close

Code enforcement technicians access these processing options from an Actions menu. This menu appears on:

The Incidents tab of the code technician worklist, which lists incidents where the current user is the assigned technician.
The Incidents list page.
The Overview page of the incident details. See Working with Incident Details.

Note:

The Incidents tab of the code technician worklist displays the same incident information as the other incident-related worklist tabs.

Accessing Incident Actions from the Code Technician Worklist

To access the Actions menu for an incident in the code technician worklist:

From the Fusion Applications Permitting and Licensing homepage, click the Code Technician Worklist tile.
Select the Incidents tab to view incidents in Reported status where you are the assigned technician.
Optionally, select a subtab to further filter the list of incoming incidents:
- Click the Overdue tab to display incidents with a due date before the current date.
- Click the Priority tab to display incidents with a priority setting of Yes.
To return from a subtab to the main Incoming Incidents tab, click the Back to Incoming Incidents icon next to the Search icon.
Click the Actions icon for an incident.

A drop-down list of actions appears.

Accessing Incident Actions from the Incidents Page

To access the Actions menu for an incident from the Incidents list page:

From the Fusion Applications Permitting and Licensing homepage, click the Code Enforcement Incidents tile.
On the Incidents list page, click the Actions icon for an incident row.

A drop-down list of available actions appears.

Accessing Incident Actions from the Incidents Overview Page

To access the Actions menu for an incident from the Incidents overview page:

From the Fusion Applications Permitting and Licensing homepage, click the Code Enforcement Incidents tile.
Click an incident row.

Alternately, click the View Details from the actions menu.
On the incident Overview page, in the header section, whenever more than two actions are available, the primary action is displayed as a button and the rest are available in the 3-dot action menu.

When only one or two actions are available, they are displayed as buttons.

Scheduling an Inspection When Autoassignment is Active

If the technician who reviews an incident determines that it is a valid incident, the next step is to schedule an inspection. If the code enforcement autoassignment option is active, the system does the work for you.

To schedule an inspection when autoassignment is active:

Access the Actions menu for an incident.
Select Schedule Inspection from the menu.

The system schedules an inspection for the next available date. The inspection is assigned to a code enforcement officer who is associated with the incident’s district. A confirmation message tells you the inspection date and the assigned officer, and you are done.

Note:

In some situations, autoassignment can’t be completed. For example, a system-level option sets the maximum number of inspections per day code enforcement officers, so there might not be any eligible officers available on or before the inspection due date. When autoassignment isn’t possible, the Schedule an Inspection page opens, and a message explains why the inspection couldn’t be scheduled automatically. In this scenario, simply use the Schedule an Inspection page to schedule the inspection manually. When you schedule the inspection manually, you can overbook an officer or set the inspection date past the due date.

Scheduling an Inspection Manually

To schedule an inspection manually for an incident in the reported status:

Access the Actions menu, and select Schedule Inspection.

The Schedule inspection drawer opens. The top of the drawer displays the incident ID. The incident subtype and address of the reported incident are also displayed, when available.
Select an inspector from the list in the Assign Code Officer section.

The list displays the names of inspectors available on the inspection date. It also displays the assigned district type and district of the inspector.

The inspection count for an officer indicates how many inspections that person is already scheduled to perform on the specified date.

If no inspectors are available, change the inspection date.

Review the following fields:

Page Element	Description
Priority	Use the switch to indicate if the inspection should be considered on a priority.
Due Date	Displays the date by which the inspection should be completed. The inspection due date is determined by the time-based rules for the associated issue subtype. These rules are based on the incident submission date and whether the incident is marked as a priority.
Inspection Date	Accept the default inspection date, or enter a new one. The default inspection date is normally the inspection due date. However, if you are scheduling the inspection manually because autoassignment couldn’t find an eligible officer before the due date, the default date is the next date that an officer is available without being overbooked.
Search	From the Assign Code Officer section, use the search field to search and assign a code officer for the inspection, or select an officer from the list below.
Sort By	Sort the list by name, district type or district.
All, Related tabs	Use these tabs to filter the list to view all code officers or only those who are assigned to the same district or district type as the current incident.

Click Schedule to schedule the inspection on the selected date with the selected inspector.

The inspection is scheduled, and the incident status changes to Inspection.

After you schedule an inspection, the incident no longer appears on the Incidents tab of the code technician worklist. You can still access the incident from the incident list and incident details pages. See Working with Incident Details.

Checking for Duplicates and Marking an Incident as a Duplicate

To check for duplicates and mark an incident as a duplicate:

Access the Actions menu for an incident.
Select Mark as Duplicate from the menu.

The Mark as Duplicate drawer opens.

The top of the drawer displays the incident ID, issue subtype, and address for the incident that you are marking as a duplicate.
Use the Incidents or Cases tabs to view initial lists of possible duplicates.

The search that is performed when you open the page shows active incidents and cases that match the issue subtype and location of the selected incident. Cases and incidents appear in separate lists that appear when you click the corresponding tabs.

The search results show the case or incident ID, issue type or subtype, address, and its status.
Optionally, enter your own search criteria and click Search to look for other cases or incidents that the selected incident duplicates.
Click the incident or case row that the selected incident duplicates.
Click Mark as Duplicate.

The original incident status changes to Closed.

On the incident Overview page, a Closure details section is displayed with the date on which the incident was closed, the reason for closure as Duplicate and the ID of the related issue (incident or case) which is active.

Click the related issue (incident or case) ID link to access the detail page of the active incident or case.

After you mark an incident as a duplicate, it no longer appears on the Incidents tab of the code technician worklist. You can still access the incident from the incident list and incident details pages. See Working with Incident Details.

Reassigning an Incident to Another Technician

Note:

Reassigning an incident assigns the incident to a new technician, who is then responsible for reviewing and processing the incident. Reassigning does not assign the incident to a code enforcement officer who will perform an inspection. To assign an incident for inspection, use the Schedule Inspection option from the Actions menu.

To reassign an incident to another technician:

Access the Actions menu for an incident.
Select Reassign Code Technician from the menu.

The Reassign code technician drawer opens.

Review the list of technicians:

Page Element	Description
View History	Click to view a pop-up list of all code technicians previously assigned to the incident. The pop up lists the name of the code technician, and the date and time of the assignment.
Sort By	Sort the list of the code technicians based on name or the count of open incidents currently assigned to each.
Related	Click to view a list of all code technicians who are assigned the same district as the incident to be reassigned.
All	Click to view a list of all available code technicians irrespective of the district.

Select a technician by clicking the row with the technician’s name.
Click the Reassign button.

After you reassign an incident, only the newly assigned technician sees the incident on the Incidents tab of the code technician worklist.

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.

Releasing an Incident

Releasing an incident clears the Technician Assigned field. This sends the incident back to the Incoming Incidents tab on the code technician worklist so that another technician can claim it.

You can only release incidents in Reported status that are assigned to you—that is, where you are the assigned code enforcement technician. If the incident has moved past Reported status, you can still reassign it, but you can’t release it.

To release an incident from the incident details page:

Access the Actions menu for an incident.
Select Release from the menu.

The Technician Assigned field is immediately cleared, and the change is saved. The Claim button becomes available again.

Rerouting an Incident

Incidents are classified based on the issue type and subtype. If automatic routing is enabled, the issue type and subtype route incidents to code technicians with the proper area of responsibility.

The Reroute Incident action enables you to correct an incident’s issue type and subtype. The action is available regardless of whether automatic routing is enabled, but automatic routing ensures that the correctly classified incident is directed to the appropriate code technicians.

Rerouting an incident closes the original incident with a reason of Rerouted and creates a new incident.

When the new incident is created:

Information from fields that are common to all incidents gets copied to the new incident.

This includes the location, the description, whether the issue is a public safety risk, and the name and contact information (if any) from the original incident.
Data in the original incident’s custom fields are not copied.
You can review and edit the new incident information before submitting it.

Use this option to add information in any custom fields for the new incident subtype.
The agency user who reroutes the incident becomes the creator of the new incident.

If a public user was signed in while creating the original incident, the user can see the incident using the Track Your Issues option. After rerouting, however, the new incident is not associated with the original public user account, and it’s not included in the user’s issue list. The public user can see that the original issue was closed, and the issue details provide the new issue number.

To reroute an incident:

Access the Actions menu for an incident.
Select Reroute Incident from the menu.

The Select an Issue Type window opens.
Select the correct Issue Type.
In the Reroute Incident page, review the information for the new incident.
If you need to add or change information for the new incident, click Update on the Reroute Incident page to make the fields editable.
Click Submit.

The original incident is closed with the reason Rerouted, and a new incident is created. A confirmation message provides the ID of the new incident.

If automatic routing is active, the new incident is routed to the appropriate code technicians. Otherwise, the new incident goes into the general pool of unassigned incidents.

Closing an Incident Manually

Sometimes an incident can be closed immediately, without first being inspected.

To close an incident:

Access the Actions menu for an incident.
Select Close from the menu.

The Close Incident drawer opens.

From the Close Reason drop-down list, select one of the following reasons:

Value	Description
Compliance	No violation has occurred.
Error	The incident was created in error.
Referral	The incident has been referred to another department or agency.

Note:

Other close reasons, including Duplicate and Reroute, are assigned by the system during related processing.

Review any existing comments, and optionally add additional comments.

To add new comments:
1. Click Add Comment.
2. In the Add comment drawer, enter your comment in the rich text field.
  
  Alternatively, insert a copy of an existing comment from the Recent, Standard or Favorite tabs, in the Select Comments section. For more information about working with comments, see Working with Comments.
  
  After entering a comment, even if you choose to cancel the Close Incident action, the newly entered comment remains saved in the Comments page for the incident. To modify or delete it, go to the Comments page, click the comment to open the Comments details drawer.
Click Save.

The incident status changes to Closed.

After you close the incident, it no longer appears on the Incidents tab of the code technician worklist. You can still access the incident from the incident list and incident details pages. See Working with Incident Details.

Reopening a Closed Incident

Agency staff with the appropriate role and access can reopen a closed incident.

Note: To reopen incidents linked to a case and in the Violation or Closed statuses, first update the status of the case.

For details, see the section Updating Status of a Case, in the topic Reviewing and Claiming Cases.

Once reopened, the incident goes back to its last active status. A new Review Due Date is calculated based on your agency’s time rules and the date that the incident was reopened. You can edit or update the incident to schedule an inspection, mark as duplicate, reassign, or reroute an incident based on its new transaction status. A reopened incident retains its history and allows agency users to access all the links associated with it.

To reopen an incident:

From the Fusion Applications Permitting and Licensing homepage, click the Incidents tile.
On the Incidents page, on the Search field enter closed, to find the closed incident you want to reopen.
Click the incident row to access the Incident Overview page.
Click the Reopen Incident button.
In the Reopen Incident drawer, select the reason for reopening the incident from the drop-down menu. The options available are Closed in error and Referred back.
Click Add Comment to enter a comment.
Click Save.