Triage a new citizen request
Categorize and prioritize an incoming 311 report so its SLA timer starts correctly.
When a new 311 report arrives, you need to assess its priority and category before it enters the workflow. This ensures SLA timers start with the right deadline and your team handles urgent issues first.
Triaging takes just a few clicks and sets the tone for how quickly the reporter gets a resolution.
Open Requests in the sidebar.
The intake queue shows all incoming reports waiting for your review.
Open the request you want to triage from the top of the intake queue.
Set the priority. SLA timers are stricter for arterial roads and safety hazards.
Priority determines how strict the SLA timer is — arterial roads and safety hazards get tighter deadlines.
Click Accept request. The reporter gets an automatic status update with the SLA target.
The reporter receives an automatic notification with the SLA target, so they know when to expect an update.
The request leaves Triage with its category, priority, and 48-hour SLA attached.
What's next
Once the request leaves Triage, your team can assign it to the right department and begin work against the SLA deadline.
Check your team's dashboard to monitor how requests are progressing through the workflow.