Configure Citizen Problem Reporter

Learn how to configure the Citizen Problem Reporter solution to meet specific needs in your organization.

Modify request categories and types

The Citizen Problem Reporter app allows the public to submit nonemergency requests. Requests types are grouped into categories that make it easier to submit a request. Domain and contingent values configured on the request feature layer can restrict the types of requests that can be submitted in the Citizen Problem Reporter app.

Complete the following steps to modify the valid request types and apply them as domain and contingent values on the Requests feature layer.

1. Sign in to your ArcGIS organization and browse to the Request Types .csv file.
2. Open the item page and click Download.
3. Open the Request Types .csv file; add, remove, or modify the request categories and types; and save your changes.
4. From the item page, click Update Data.
5. Follow the steps in the Update data wizard to load your data.
6. In your ArcGIS organization, browse to the Request Types Notebook item.
7. Open the item page and click Open notebook.
8. Click Run then Run All Cells.

   When finished, a message will state that contingent values have been successfully updated. If the Request Types .csv is empty, the message will state that contingent values have been removed from the Requests hosted feature layer.

Configure the Citizen Request Center site

The Citizen Problem Reporter solution includes the Citizen Request Center ArcGIS Hub site. This site can be configured with your organization's branding and used to share information with the public about reporting nonemergency problems.

Update with organizational information

After deploying the Citizen Problem Reporter solution, the Citizen Request Center Hub site layout requires a few updates to fit your local context.

To update the site with your organizational information, complete the following steps:

1. Verify that you are signed in to your ArcGIS organization and browse to the Citizen Request Center site.
2. From the item page, click Configure.
3. Scroll to any sections that you want to update, hover over the card, and click the edit pencil that appears in the horizontal toolbar, and then edit the content with information specific to your organization.
4. In the side panel, click Footer.

   A custom footer is provided. In most cases, you will need to update it with your organization's branding, contact information, and social media references.

5. Click the HTML box.

   The HTML window appears.

6. Make the necessary changes and click Apply.
7. Click Save.
8. Click the Save drop-down arrow and click Publish Draft.

Share items with the public

Several layer views, maps, and apps included in the Citizen Problem Reporter solution must be shared with everyone so they can be accessed by the public on the Citizen Request Center site.

To share items with the public, complete the following steps:

1. Verify that you are signed in to your ArcGIS organization and browse to the Citizen Problem Reporter folder.
2. Next to each of the following items, check the check box:

   Name	Item
   Requests_public	Feature layer (hosted, view)
   Requests_reporter	Feature layer (hosted, view)
   SatisfactionSurveys_public	Table (hosted, view)
   SatisfactionSurveys_submit	Table (hosted, view)
   Citizen Problem Explorer	Web Map
   Citizen Problem Explorer	Dashboard
   Citizen Problem Reporter	Web Map
   Citizen Problem Reporter	Instant App
   Citizen Problem Satisfaction Survey	Form
   Citizen Request Center	Site Application

3. Click Share.
4. In the Share window, click Everyone (public) and click Save.

   The Warning: Sharing editable layers publicly message appears notifying you that you are sharing editable layers publicly.

5. Click Update.

Enable Citizen Problem Reporter app sign-in

The Citizen Problem Reporter app will allow anonymous users to view and submit nonemergency requests by default. This is accomplished by sharing the app, map, and supporting layer with everyone. It is also possible to allow users to choose to sign into the app with an ArcGIS identity. For example, if your org is licensed with ArcGIS Hub Premium residents can create community accounts and use this account to login into the Citizen Problem Reporter app. When logged into the app, users can filter the requests to view only their requests by clicking their profile image near the top of the app and enabling My reports.

Complete the following steps to enable sign-in on the Citizen Problem Reporter app.

1. Verify that you are signed in to your ArcGIS organization and browse to the Citizen Problem Reporter app.
2. From the item page, click Configure.
3. Click About > Cover page settings and turn on the Enable sign in toggle button.
4. Click Publish.
5. Click Launch.

Revise satisfaction survey questions

The Citizen Problem Satisfaction Survey allows you to solicit feedback from the public that helps you improve your community’s customer service. The survey includes six questions. In some cases, you may want to add or remove questions from the survey.

1. Install ArcGIS Survey123 Connect.
2. Start ArcGIS Survey123 Connect and sign in to your ArcGIS organization.
3. Click Citizen Problem Satisfaction Survey to download the survey.
4. In the Download window, click Download and click OK.
5. Click Citizen Problem Satisfaction Survey again to open the survey.
6. On the side toolbar, click the Open XLSForm Spreadsheet button.
7. In the Microsoft Excel spreadsheet, click the choices tab.

   This tab comprises all the selectable options for survey questions.

8. Click the survey tab.

   This tab comprises all the questions in the survey.

9. Revise the survey to reflect your needs.
10. Save and close the Microsoft Excel spreadsheet and preview your changes in ArcGIS Survey123 Connect.
11. In ArcGIS Survey123 Connect, click Publish on the side toolbar to publish your changes.
12. Click Publish survey to publish your changes and click OK.

Disable estimated resolution date

The Citizen Problem Reporter app will show an estimated resolution date by default when viewing and submitting new requests. The estimate is calculated based on the average time to resolve requests of the same type and will display if at least three requests of the same type have been resolved. It is possible to remove this from the form and pop-up so that it is not shared with the public.

Complete the following steps to remove the estimated resolution date from the Citizen Problem Reporter app.

1. Verify that you are signed in to your ArcGIS organization and browse to the Citizen Problem Reporter map.
2. Open the item page, and then click Open in Map Viewer.
3. On the Contents (dark) toolbar, click Layers to open the Layers pane and select the Requests layer.
4. On the Settings (light) toolbar, click Forms to open the Configure form window.
5. Select the Estimated Resolution Date form element and click the Delete button.
6. Click OK.
7. On the Settings (light) toolbar, click Pop-ups to open the Pop-ups pane.
8. To the right of Estimated Resolution arcade element, click the More options button and choose Delete.
9. On the Contents (dark) toolbar, click Save and open and click Save.

Extend Citizen Problem Reporter

You can extend the Citizen Problem Reporter solution to automatically generate request IDs and enrich requests.

Generate request IDs

Some workflows may require you to generate a unique identifier when a new request is submitted so it can be referenced and tracked. An arcade expression delivered in the Citizen Problem Reporter web map can be applied to the Request ID field and will generate a new unique id each time a new request is submitted.

To update and apply this expression to generate unique IDs on new requests, complete the following steps:

1. Verify that you are signed in to your ArcGIS organization and browse to the Citizen Problem Reporter map.
2. Open the item page, and then click Open in Map Viewer.
3. On the Contents (dark) toolbar, click Layers to open the Layers pane and select the Requests layer.
4. On the Settings (light) toolbar, click Forms to open the Configure form window.
5. Select the Request ID form element to open its Properties pane.
6. In the Properties pane, under Logic, click the Calculated expression button.
7. To the right of Request ID, click the More options button and choose Edit Arcade.

   The Arcade editor window appears. The editor allows you to write and test an expression before saving it to the selected form element.

8. On line 2 of the expression, update the idPrefix variable, the value inside the single quotes, to specify the prefix that you want to apply to your unique id.
9. Click Done.
10. In the Properties pane, under Logic, click the Calculated expression button.
11. Click the Request ID expression to apply the expression to the Request ID form element.
12. Click OK.
13. On the Contents (dark) toolbar, click Save and open and click Save.

    When you create a new request in the Citizen Problem Reporter app, it will calculate a new unique id to the Request ID field.

Enrich requests

When a request is submitted, you may want to update the request with details from an intersecting polygon feature such as a municipal boundary or a service district. This can be accomplished using a calculated expression on a field in the Requests form configured in the Citizen Problem Reporter web map.

To configure a calculated expression to enrich new requests with an attribute from an intersecting feature, complete the following steps:

1. Verify that you are signed in to your ArcGIS organization and browse to the Requests feature layer.
2. Open the item page, and click the Data tab.
3. Click Fields and click Add to add a new field to store the value from the intersecting feature.

   Note:

   For more information about adding a new field, see Add or delete a field.

4. In your ArcGIS organization, browse to the Requests_reporter feature layer.
5. Click the Settings tab.
6. Scroll down to the Feature Layer (hosted, view) section and click Update View.
7. Click Next.
8. Click the Requests layer.
9. Expand Fields and click Select fields.
10. Check the field you added to the Requests feature layer and click Done.
11. Click the arrow next to Layer definitions to return to the list of all layers in the view.
12. Click Update.
13. In your ArcGIS organization, browse to the Citizen Problem Reporter map.
14. Open the item page, and then click Open in Map Viewer.
15. On the Contents (dark) toolbar, click Add > Browse for Layers to open the Browse layers pane.
16. Add the feature layer that you want to use as the intersecting layer.
17. On the Contents (dark) toolbar, click Layers to open the Layers pane and select the Requests layer.
18. On the Settings (light) toolbar, click Forms to open the Configure form window.
19. From the panel, drag and drop the field that you created above into the Hidden Calculated Fields group and select it to open the Properties pane.
20. In the Properties pane, under Logic, click the Calculated expression button and click New expression.

    The Arcade editor window appears. The editor allows you to write and test an expression before saving it to the selected form element.

21. Copy and paste the code below into the Arcade editor.

    var layerName = 'layer_name'; // replace 'layer_name' with the name of the layer in the map used to pull intersecting features from (ex. Municipalities, Districts)
    var fieldName = 'field_name'; // replace 'field_name' with the name of the field from the intersecting feature to pull the value from
    var intersectingFeatures = Intersects(FeatureSetByName($map, layerName, [fieldName], false), $feature);
    for (var f in intersectingFeatures) {
         var value = f[fieldName];
    	 if (IsEmpty(value)) continue;
         return value;
    }
    return null;

    Note:

    If the request intersects multiple features in the layer, the expression will return the value from the first feature where the field value is not null or empty. If no intersecting features are found, it will return null or no value.

22. On line 1 of the expression, update the layerName variable, the value inside the single quotes, to specify the name of the layer that you added to the map above.
23. On line 2 of the expression, update the fieldName variable, the value inside the single quotes, to specify the name of the field in the layer that has the attribute you want to write to the request feature.
24. Click Done.
25. In the Properties pane, under Logic, click the Calculated expression button.
26. Ensure the expression you just created is checked as enabled for the form element.
27. Click OK.
28. On the Contents (dark) toolbar, click Save and open and click Save.

    When you create a new request in the Citizen Problem Reporter app, it will intersect the location of the request with the polygon layer and write the specified attribute from the first intersecting feature to the request.