Service Administration

This page contains information regarding the roles and configuration available to the service administrators.

Note

This service currently employs Service Manager functionality.

Service Configuration

From the left-hand navigation bar, click the Service Configuration menu item.

This will display a list of all the currently configured Tell Us pages.

From this page, you will be able to:

• view a list of ALL Existing Tell Us pages that have been configured (shown above)
• create a new Tell Us page using the Create a new Tell Us button
• edit the configuration of a page using its Edit Config button
• manage and maintain the transaction states for each Tell Us page using its Edit States button
• change the automated email templates via its Configure Email button
• view and copy the Tell Us page's public url using its Public URL button
• remove a Tell Us page using its Delete button

Add a new Tell Us page

From the left-hand navigation bar, click the Service Configuration menu item.

Click the Create a new Tell Us button on the top of the page

You can configure the following information:

• Subject for the contact form (mandatory): you must enter a unique subject title;
  • this will be the name of your page and will form part of its unique url
  • this text will be displayed at the top of your Tell Us form (unless you configure a custom title)
  • Note that this text cannot be changed once the page has been created.
• Email delivery address for received messages (mandatory): you must enter a valid email address;
  • this will be the email address that receives all contacts submitted through this form.
• Check the following items that apply to your service
  • enable closed loop: if checked, automated emails will not be sent to the citizen.
  • enable allocate service user: if checked, transactions received for this service can be allocated to a service user for processing.
  • add custom title: if checked, prompts you to enter a customised title to be displayed on the Tell Us page.
    • 
  • add custom introduction: if checked, prompts you to enter a customised introduction to be displayed on the Tell Us page.
    • 
    • if you do not configure a custom introduction, then the following default text will be displayed: Complete the fields below and submit the form to send us the information.
  • enable file upload: if checked, prompts you to enter file upload text which will be displayed on the Tell Us page along with an upload button.
    • 
  • make file upload required: if checked, this makes the file upload mandatory for the citizen; they will have to upload an attachment before they can submit their Tell Us message.
  • add custom text field: if checked, prompts you to enter a label to be displayed along with the additional text field on the Tell Us page.
    • 
  • add custom select list field: if checked, prompts you to enter a label and a list of options to be displayed in the custom dropdown list on the Tell Us page.
    • 
  • enable Rate It: if checked, prompts you to enter a Rate It subject name.
  • disable the message field: if checked, the textarea on the Tell Us page to allow citizens to type in information, will NOT be displayed.
• Inactive reminder email notification period: enter the number of days to elapse before the system will send out an automated reminder notification.

Click the Save button to complete.

Your new service will now be listed at the end of the Existing Tell Us Pages list with its associated action buttons. You can filter/sort the list as required.

Clicking the Edit Config button will reopen the above settings and allow you to change them. Once saved, changes will be visible the next time a citizen clicks the public link/button for this service.

Configuring States

To manage your Tell Us page's available states, click the Edit States button.

For each new Tell Us page created, the following three states are automatically configured:

• Received: (starting state) all new transactions will enter the admin system in this state.
• Under Investigation: (interim state) admin users can set transactions to this state while being worked on.
• Resolved: (end state) admin users can close out transactions using this state.

As an admin user, you can edit the display name of any of the default states using their Edit buttons but cannot remove the first or last states.

Add a new state

Only interim states can be added.

• Click the Add Status button
• Enter the new Status Name and Status Display Name
• Click the Save button

Your new state(s) will be added to the state list:

You can use their associated Up and Down arrow buttons to reorder how the interim states are displayed in the Update Status dropdown list.

Configuring Emails

To manage your Tell Us page's configured email templates, click the Configure Email button.

For each new Tell Us page created, the email templates are automatically mapped to the standard triggers.

Important

These are automatically set to the correct templates and although they can be changed, we advise that you do not as this may result in the wrong email template being sent to the recipient at the wrong time.

For information about making changes to the contents of Email templates, please see Template Administration

Public URL

For each Tell Us page created, the system will automatically generate a unique Public URL; this is the link that citizen's will click to navigate to, fill in and sumbit their Tell Us communications. It is this url which your website provider will display on the appropriate public web page.

Clicking the Public URL button will display the the page's public url in a modal.

• clicking the copy icon button (circled above) will copy the url address to your clipboard for you to share with your website provider.
• clicking the url (highlighted above) will navigate you to the public Tell Us page; from here you can
  • confirm that it is displaying as expected before making the link available publically.
  • you can also fill in and submit a Tell Us to view in the admin system.

Examples of some configured components are highlighted below:

Removing a Tell Us page

You can remove an existing page from your configuration using its associated Delete button and this will:

• remove the page from the list of Existing Tell Us pages
• for any existing transactions which were submitted against it, the following message will now be displayed:

Important

It is important to note that the public URL has NOT been deleted so you must ensure to remove the page's link/button from the public website or citizens can continue to submit transactions against it.