Map External SR Types - NEXGEN 311

Map External SR Types - NEXGEN 311

Service request types in the NEXGEN 311 Portal can be mapped to internal service request types on your NEXGEN site. This means that when a portal user submits a service request and it gets automatically sent to NEXGEN, the SR type will auto-populate according to information the portal user originally put in with their request. 311 Administrators must do this in order to have service requests appear correctly in NEXGEN; otherwise, unmapped service requests will appear on the Unsynced Service Requests page. To learn how to map external SR types to NEXGEN SR types, see below.
Note: Before mapping SR types, make sure that you have already set up service request types on your NEXGEN site that align with the problem types in 311.

Navigate to the 311 Portal Settings

To navigate to the External SR Mapping section within the 311 Service settings:

  1. From the NEXGEN dashboard, click "Settings."
  2. Click "Integration."
  3. Click "311 Service."
  4. Click "External SR Mapping."

Map External SR Types to Internal SR Types

Mapping external SR types to internal SR types is useful if you would like SRs that are being pushed from the 311 Portal to your NEXGEN site to auto populate certain information. To map this data:
  1. Navigate to the External SR mapping section of your 311 Service settings.
  2. Map your existing external SR types to internal SR types by selecting the correct data from each drop-down menu.
    1. Select a Domain for the SR to go to.
    2. Select a Department and/or Division for the SR to auto populate, if applicable.
    3. Select the Internal SR Type. This is what will populate in the Type field of the SR record when an SR with the corresponding type is submitted through NEXGEN 311.
  3. Click "Save."


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