The Contact Information screen keeps track of all contacts that could initiate a service request. You may or may not have this list. Even if you have this list, you may or may not want to maintain it. A municipality is unlikely going to enter all citizens that may initiate a request. Entering a service request without a well-maintained Contact Information list is no problem. The Call Center screen will let you enter all the necessary contact information along with the request directly on the screen.
If you want to control who can initiate a service request, maintaining the list of contacts can be done on this screen. The advantage for the call center personnel is that they can search on the contact information and do not have to retype it again.
The Contact Information screen tracks the obvious personal data like name, address, phone, e-mail, etc. The following attributes may need clarification:
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Portal ID—Unique identifier the contact can use to login to the Service Request Portal. This portal does not require a password.
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Language—Preferred language of the contact on the Service Request Portal.
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External Contact ID—Support for a SSO option.
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Campus—A contact can be located at a certain campus. This campus will default on the Service Request Portal to speed up data entry.
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Building—Within a campus a contact can be located at a certain building. This building will default on the Service Request Portal to speed up data entry.
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Floor—Within a building a contact can be located at a certain floor. This floor will default on the Service Request Portal to speed up data entry.
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Room/Unit—Within a floor a contact can be located at a certain room/unit. This room/unit will default on the Service Request Portal to speed up data entry.
Note that Campus, Building, Floor, and Room/Unit are all equipment records in HxGN EAM. The lowest level that is entered for the contact also becomes the default equipment on the Equipment tab of this screen. Other equipment associated to the contact, like laptops, printers, etc., can also be listed on this tab. This list of contact related equipment is accessible on the Call Center screen when needed.
To make an equipment a Campus:
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On the Classes screen create a Class and associate the Property Definition ‘Campus’ to this Class.
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Associate this Class to the equipment record. This turns the equipment record into a Campus.
These steps are similar for Building, Floor, and Room/Unit.