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. It’s also available on the Overview section of the Incident detail page. 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 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 Incident Details

The Actions button on the Overview section of Incident Details page is identical to the Actions button on the code technician worklist. Click the button to see a drop-down menu of available actions.

You have two options for accessing incident details:

To access incident details via the code technician worklist:

From the Fusion Applications Permitting and Licensing homepage, click the Code Technician Worklist tile.
Access a tab that displays the incident you want to access, and locate the incident in the list.
Click the View More Details icon for the incident.

To access incident details via the Incidents list:

Click the Incidents tile on the agency springboard.
On the Incidents list page, locate the incident and click it.

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.

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.
District Type	Displays the incident’s district type, which is inherited from the issue subtype.
District	Displays the incident’s district, which is based on the district type and the incident location. The default list of available code officers consists of the code officers who are assigned to this district.
Assign Code Officer	Use the search field to search and assign a code officer for the inspection, or select an officer from the list below.
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.

Click Save 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.
Click the Cases and Incidents 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 with the reason Duplicate. The related issue information is saved so that the Incident detail page for the newly marked duplicate shows which incident or case was duplicated.

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.

In the Select to Change area, use these fields to 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 Assign 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:

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

The Technician Assigned field is immediately cleared, and the change is saved.

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.

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, 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.