What's New in Release 2024.3
Generally available in Dec of 2024, this release has the following new functionality:
Linking Cases
Often, several residents will raise a similar concern with an issue; for example, you may receive multiple calls regarding a pot hole, or public graffiti. To improve efficiency and reduce duplication of work, it is now possible to link multiple cases together. By doing so, each resident will still have their issue tracked independently, and all correspondence will be to them alone, however any changes made to the case can be propagated to all related cases.
To link a case to one already in the system, find the "Linked Cases" section on the Case Edit screen and click on the blue "+". From there, you will be able to search and select other cases related to this one.
When updates are made to any related case, the user will have the option to propagate them across all linked cases. For example, adding a Public Note to a case with linked cases,
A popup will be provided to select which changes to propagate to other cases for user confirmation.
Enhanced Custom Fields including Web Form Support
Expanded Custom Fields Options
With the new capabilities, case managers are able to define many new types of custom fields and determine which case categories they apply to and whether or not they are mandatory to be filled in.
The system now allows for the addition of the following custom field types:
- single value picker; to enable a single selection from a list of choices
- multiple value picker; where one or more values can be selected from a list of choices
- date and date/ time to choose from a calendar and optionally include time of day
- number; where the selection must be a numeric value
In addition to these new types of custom attributes, each department or category can be configured to allow the fields to be mandatory, visible or hidden. For example, if you have a custom field (like neighbourhood) that only applies to a single department, you are able to show it only in cases with that category and exclude it from other case types. In this way, data entry can be expanded to meet the needs of one group without created additional complexity to other teams.
Custom Fields Visible on the Citizen Web Form
Custom fields can now be added to web form and be made mandatory at submission time. That way, residents will know exactly what to submit, and incomplete requests can be rejected at submission time.
Filtered Reporting
Case filters are now supported on reports. This will allow any of the standard reports to include only the desired information. Similar to the “case find” filters, reporting will now support the ability to only include selected categories, assignees, or any custom fields previously defined.
Mobile App Push Notification
The mobile application now supports push notifications, to better disseminate information to staff about new assignments and updates to cases
Feature Improvements
- RESIDENT EMAIL. Optional ability to reopen closed cases when a resident replies to an email case update
- PRIVATE PORTAL. Residents can now close cases from the private portal if they feel the issue has been addressed.
- WEB FORMS. Ability to disable RECAPTCHA for web forms to simplify resident usage.
- CASE TRACEABILITY. Addition of "Created By" column to the different case tables for filtering and tracking case history.
- CONTACT EXPORT REPORT. This has been modified to include all notes, phone numbers and emails, not just the preferred one.
- PERMISSION MANAGEMENT FOR CASE DELETION. New setting to limit case deletion to only case office admins
If you have any questions or concerns about the newly released features, please don't hesitate to reach out to support@civicentric.com. One of our team will be happy to resolve your concerns.
Related Articles
What’s New in Release 2022.2
User Accounts User Management: Welcome Emails An option has been added to send an auto-generated welcome email to new users on account creation, or at a different time of an administrator’s choosing. This email contains important information and ...What’s New in Release 6.0
Case Work Separate Follow Up Date/Time and Due Date With this release, it is now possible to set a separate Follow Up Date/Time and Due Date. To set it at the Case Office Level see How To Administer a Case Office. To set it for individual Categories ...What’s New in Release 2021.2
Case Work Bulk Operations This release introduces the ability to perform a wide range of bulk operations on all or a selected set of cases that are returned by using the platform’s flexible search features. This eliminates the need to process changes ...What’s New in Release 2022.1
New Applications Public Citizen Portal AccessE11 now offers a Public Citizen Portal where the general public can find information on all active issues within the community. Similar to the Web Form and personalized Citizen Case Portal, this can be ...What’s New in Release 5.0
New Features List Builder A completely redesigned List Builder application has been added to replace the Target Criteria module from previous versions of the platform. This offers a simplified and more intuitive approach for defining contact lists to ...