Reference
311 Omni-Channel Citizen Intake glossary
Terms used in 311 Omni-Channel Citizen Intake and its documentation.
Applies to 311 Omni-Channel Citizen Intake as it works today. Moraph updates the platform continuously, and this page is reviewed when it changes.
Terms used in 311 Omni-Channel Citizen Intake and its documentation.
| Term | Meaning |
|---|---|
| Service request | A resident report or request for a city service, with a reference starting SR. |
| Service catalog | The list of request types your city accepts, each with its own questions, routing and target time. |
| Routing rule | A rule that uses request type and location to choose the department, district and crew. |
| Duplicate | A new report of a problem that already has an open request; it is linked to the existing request instead of creating new work. |
| Parent request | The original request that duplicates are linked to and closed with. |
| Work order | Work assigned to a department or crew for a request, in the 311 queue or the department's own system. |
| Resolution code | The recorded outcome of a request when it is closed, such as repaired or no problem found. |
| Target time | The time your city aims to close a request type in, shown on each request. |
| Open311 GeoReport v2 | An open standard for submitting and reading service requests, used by third-party apps. |
| Referral | Sending a request outside your jurisdiction to the right agency, with a note to the resident. |
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