Purpose Statement

Custom Request Tiles allow fire departments to create and manage custom request types within First Due Community Connect without requiring custom development.

Administrators can configure request forms, define required information, manage request statuses, establish notification settings, and control which Community Connect or High Hazard portal users can access each request type.

This functionality provides departments with greater flexibility when collecting information and processing requests from community members.

Background Information

Previously, Community Connect request tiles were predefined and could not be customized without a development request.

With Custom Request Tiles, departments can create their own request types and manage them through a centralized configuration area.

Key capabilities include:

• Creating custom request types with unique names and descriptions.

• Adding questions with different answer types and required or optional responses.

• Enabling and requiring attachments.

• Creating custom statuses for each request type.

• Configuring notifications.

• Publishing requests to Community Connect and/or High Hazard portals.

• Reordering questions and request tiles.

• Activating or deactivating request types.

• Reviewing and managing submitted requests through a consolidated list.

Important: Custom Request Tiles are available for Community Connect and High Hazard portals. They are not available in the Business Portal.

Required Permissions

Administrators must have the appropriate permissions to configure Custom Request Tiles and manage submitted requests.

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Step-by-Step Guide

Step 1: Access Custom Tiles

1. Navigate to Custom Tiles.

2. Locate the list of existing custom request tiles.

3. Select New Request Tile to begin creating a request.

Step 2: Create a New Request Tile

1. Enter a name for the request tile.

2. Enter a description explaining the purpose of the request.

3. Continue configuring the request before publishing.

Note: Draft tiles are not available to portal users until published.

Step 3: Configure Custom Request Statuses

1. Locate the status configuration for the request tile.

2. Create the statuses that will be used to track submitted requests.

3. Configure the desired status labels.

4. Can drag and arrange the order to the left of the Status using the 6 dots.

Each request tile maintains its own custom status set.

Important: At least one status is required before a request tile can be published.

Statuses currently assigned to one or more requests cannot be modified or deleted.

Step 4: Configure Portal Visibility

1. Locate the portal visibility settings.

2. Select which supported portals should display the request tile:

• Community Connect

• High Hazard

Note: Business Portal visibility is not supported for Custom Request Tiles.

Step 5: Configure Attachments

1. Locate the attachment settings for the request tile.

2. Enable attachments if users should be able to upload supporting documents or images.

3. Determine whether attachments are required.

Note: When attachments are required, users cannot submit the request without providing the required attachment.

Step 6: Add Questions to the Request

1. Open the request tile configuration.

2. Add a question to the request form.

3. Select the appropriate answer type.

4. Configure the available answer options, when applicable.

5. Determine whether the question is Required or Optional.

6. Repeat the process for additional questions.

7. Reorder questions as needed by dragging the questions.

Important: A request tile must contain at least one question before it can be published.

Step 7: Configure Notifications

1. Locate the notification settings for the request tile.

2. Configure the notification recipients using the available settings.

Configured recipients are notified when a new request is submitted.

Additionally, when staff update the status of a request, the requester automatically receives an email notification containing the updated status.

Step 8: Publish the Request Tile

1. Review the request tile configuration.

2. Confirm that the request includes at least one question.

3. Confirm that at least one custom status has been configured.

4. Select Publish.

5. Verify that the tile displays a Published state.

Once published, the request type becomes available through the Custom Requests card on the selected portal or portals, provided the tile is Active.

Important: Publishing is a one-way action. A published tile cannot return to Draft status.

Step 9: Edit an Existing Request Tile

1. Select the request tile you want to modify.

2. Review whether the tile is in Draft or Published status.

3. Make the appropriate changes.

4. Save the configuration.

Editing capabilities depend on the tile's publishing state.

Important: Archived questions remain associated with historical request records.

Step 10: Activate or Deactivate a Request Tile

1. Navigate to Custom Tiles.

2. Change the tile's Active/Inactive setting.

An Inactive request tile is hidden from portal users, but previously submitted requests remain available to staff.

Note: If a request tile has existing submission records, it cannot be deleted. Deactivation is the supported method for removing it from portal visibility.

Step 11: Review and Manage Submitted Requests

1. Navigate to Community Connect > Custom Requests.

3. Use the Request Types column to identify the associated request tile.

4. Filter requests by available statuses as needed.

5. Open a request to review its details.

6. Update the request status when appropriate and Update Request.

When the status is updated, First Due automatically sends an email notification to the requester.

Note: The status filter displays only status values currently in use.

Step 12: Submit a Request on Behalf of a User

1. Navigate to Community Connect > Custom Requests.

2. Select Request on Behalf.

3. Search for the user's address or account.

4. Select an address associated with an existing Community Connect or High Hazard account.

5. Select the appropriate request type.

6. Complete the required questions.

7. Upload any required attachments.

8. Submit the request.

The request is created using the same structure and validation requirements as a request submitted directly by the portal user.

Important: Only addresses associated with existing Community Connect or High Hazard accounts can be selected.

Best Practices

• Plan request questions before publishing. Existing questions cannot be edited after publication.

• Use clear request names. Choose names that help residents quickly identify the correct request type.

• Limit required questions to necessary information. Avoid collecting unnecessary information.

• Create meaningful statuses. Use labels that clearly communicate request progress.

• Review notification settings. Ensure the appropriate personnel receive request notifications.

• Deactivate outdated requests instead of deleting them. This preserves historical submission records.

• Review requests regularly. Keep statuses updated so requesters receive accurate information.

• Confirm portal visibility. Ensure requests are available to the intended Community Connect or High Hazard audience.

Troubleshooting & FAQs

Why can't I publish my request tile?

A request tile must contain at least one question and one custom status before publishing.

Why can't I edit a question after publishing?

Published questions cannot be modified. Administrators can add new questions or archive existing questions to preserve historical submission data.

Why can't I delete a custom status?

A status cannot be modified or deleted while one or more requests are assigned to it. Once no requests are assigned, the status becomes eligible for deletion.

Why can't I delete a request tile?

Request tiles with existing submission records cannot be deleted. Set the tile to Inactive instead.

Why isn't my request tile appearing in Community Connect?

Confirm that the tile has been published, is Active, and has the appropriate portal visibility configured.

Why can't I find an address when submitting a request on behalf of a user?

Only addresses associated with existing Community Connect or High Hazard accounts appear in the search results. The account must exist before staff can submit a request on the user's behalf.

Can I make a request tile available in the Business Portal?

No. Custom Request Tiles currently support Community Connect and High Hazard portals only.

Why can't I access the Custom Requests list?

Confirm that your role includes the Community Connect: Custom Tiles List — Update permission. Super Admin users cannot access this list.