We've run in to some scenarios where constituents come to our Open311 portal to
file a service request, but it is not a service we use Open311 to track. In
some cases, it is not even a service we offer.
For example, constituents will try to report street lights that are not
working. This is a service maintained by an electric utility company that is
not affiliated with our city. In the past, we have created an Open311 service
and collected reports via our portal, but then city staff must manually forward
these requests to the utility company.
Has anyone else faced this situation and developed strategies to deal with it?
In our case it would be sufficient to display an informational message on how
to report the issue directly to the external service. It seems like the only
way to display information is to create a service, which would also mean
collecting service requests.
If it is not possible to configure this with the current specification, what is
involved with adding this to a future version of the specification? Maybe
"External Service"?
Thanks,
-Charles
file a service request, but it is not a service we use Open311 to track. In
some cases, it is not even a service we offer.
For example, constituents will try to report street lights that are not
working. This is a service maintained by an electric utility company that is
not affiliated with our city. In the past, we have created an Open311 service
and collected reports via our portal, but then city staff must manually forward
these requests to the utility company.
Has anyone else faced this situation and developed strategies to deal with it?
In our case it would be sufficient to display an informational message on how
to report the issue directly to the external service. It seems like the only
way to display information is to create a service, which would also mean
collecting service requests.
If it is not possible to configure this with the current specification, what is
involved with adding this to a future version of the specification? Maybe
"External Service"?
Thanks,
-Charles