Custom Request Tiles (New Enhancement)

What – Introduced Custom Request Tiles in Community Connect, allowing agencies to create and manage configurable request types without custom development. Administrators can define request questions, required fields, attachments, custom statuses, notifications, and portal visibility. All custom requests are accessible through a consolidated Custom Requests card for portal users and a centralized Custom Requests list for authorized staff.

Why – This enhancement provides greater flexibility in collecting and managing community requests while reducing the need for custom development. By allowing agencies to configure their own request types and manage submissions from a single location, the feature streamlines request processing, improves communication, and provides a more consistent experience for both staff and community members.

How –

• Create a Custom Request Tile:

  • Navigate to Custom Tiles and select New Request Tile.

  • Enter a name and description for the request tile.

  • Add questions, select the appropriate answer types, and identify required fields.

  • Configure attachments as optional or required.

  • Define custom request statuses and configure notifications.

  • Select visibility for the Community Connect and/or High Hazard portal.

  • Select Publish to make the request tile available to users.

    • Note: A tile must contain at least one question and one status before it can be published.

• Manage Existing Request Tiles:

  • Navigate to Custom Tiles and select an existing tile.

  • Draft tiles can be fully edited. Published tiles allow new questions to be added and existing questions to be archived, but published questions cannot be modified.

  • Set a tile to Inactive to remove it from portal visibility while preserving existing submissions.

    • Note: Tiles containing existing requests cannot be deleted. Statuses assigned to existing requests cannot be modified or deleted until no requests remain assigned to them.

• Submit a Custom Request:

  • Open the Custom Requests card in the Community Connect or High Hazard portal.

  • Select Add and choose an available request type.

  • Complete the questions, provide any required attachments, and submit the request.

• Review and Manage Requests:

  • Navigate to Community Connect > Custom Requests.

  • Review submissions across all custom request types in one centralized list.

  • Use the Type column and status filters to locate requests.

  • Open a request and update its status as needed.

    • Note: Updating a request's status automatically sends an email notification to the requester.

• Submit on Behalf of a User:

  • Navigate to Custom Requests and select Submit on Behalf.

  • Search for and select an address associated with an existing Community Connect or High Hazard account.

  • Choose the request type, complete the required information, and submit.

    • Note: Access to tile configuration and request management is controlled through the Custom Tiles and Custom Tiles List permissions.

Use Case – An agency needs to collect requests for community safety assistance, such as home safety visits or other locally managed services. An administrator creates a custom request tile with questions about the requested service, contact information, and any supporting attachments. Community members submit requests through the Custom Requests card, while authorized staff review all submissions from a centralized list, update request statuses, and automatically notify requesters of progress. Staff can also submit requests on behalf of individuals with existing portal accounts who are unable to complete the process themselves.