Divisional Status Update Guidelines

Owned by Mei Sun
Last updated: Jun 01, 2022
1 min read

This refers to the Service Request Cancellation Rules from 311.

A divisional 'Status Update' is any follow-up request, in relation to an existing service request, where significant information may change the current state of that service request and may require the Division to be contacted about the change. The following are considered examples of a status update:

  • Resident calls 311 back and wishes to cancel the request

  • Resident calls 311 back and wishes to change significant information about the request - e.g. address update, species change for tree planting, new information that will assist in the investigation of the current complaint, etc...

  • Resident wishes to obtain a status update from the division where no notes are available on file

In all cases of a status update, a case note should be added to the file to document the request and action taken. However, the appropriate course of action must be taken to advise the division of any significant change. For example, in cases where a customer wishes to receive a call from the integrated division, enter a case note in the Salesforce SR, and call transfer to the appropriate staff, if required.

 

The following table is a quick guide showing the status where 311 can 'cancel' an SR.

 

Cancellation Rules

Salesforce Status

SWM (TMMS)

Transportation (TMMS)

Forestry (TMMS)

Toronto Water (Hansen)

MLS (IBMS)

TAS (Chameleon)

New

Yes

Yes

Yes

Yes

No

No

In Progress

No

No

No

No

No

No

When cancelling a service request, a cancellation reason must be selected (eg. duplicate, customer requests to cancel, service request created in error) and an explanation can be added.

Additional Links:

Service Request Cancellation from Salesforce
https://toronto.atlassian.net/browse/EP2-1075

Divisional Request and Work Order Management
https://toronto.atlassian.net/wiki/spaces/EP2/pages/910655649/Divisional+Request+and+Work+Order+Management#Cancellations

Divisional status update guidelines - index
https://staff-cms.lightning.force.com/lightning/r/Knowledge__kav/ka06g000001dASmAAM/view