Create a Parent or Child Problem Type - NEXGEN 311

Create a Parent or Child Problem Type - NEXGEN 311

You can configure problem types in your NEXGEN 311 site to allow for users to select different pre-set issues to report. These problems are organized in a hierarchy in NEXGEN; parent problems act as categories in which child problems live. This article goes over how to configure parent and child problems so users can click through the 311 Portal and report issues via an organized click path.

Navigate to NEXGEN 311 Settings

NEXGEN 311 can be configured in the back end of your NEXGEN site. To navigate to NEXGEN 311 problem type configuration:
  1. From the NEXGEN dashboard, click "Settings."
  2. Click "Integration."
  3. Click "311 Service."
  4. Click "Problems."

Create a Parent Problem

Parent problems can be created and edited from the Problems section of your 311 settings. To create a new parent problem:
  1. Within the 311 Service settings and in the Problems section, click "+Add" in the top right.
  2. Enter the problem details.
    1. Enter a name for the problem.
    2. Enter a description. This will be visible under the problem name on your portal to help users decide which problem best describes their issue.
    3. Make sure Active is checked so the problem is shown on the portal.
    4. Check Map if you want users to be able to select the location of this problem from a map as opposed to a drop-down menu.
  3. Click "Ok" in the bottom right to save.

Create a Child Problem

Child problems are housed within parent problems. To create a child problem:
  1. Within the 311 Service settings and in the Problems section, click "+Child" next to a parent problem.
    1. Note: If the level you want to add a child problem to does not have the "+Child" button visible, then you must first dissociate the action attributed to that level before you can create any child levels.
  2. Enter the child problem details.
    1. Add a name for the child problem. This will be visible to end users.
    2. Add a display message. This is information that will be visible under the child problem name and to end users. It can include information on what is contained within the child problem.
    3. Select the Active checkbox to make this problem visible in the portal.
    4. Select the Map checkbox if you would like the end user to be able to report the issue by dropping a pin on a map as opposed to selecting a location from a drop-down menu.
  3. Click "Save."


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