Update Geospatial section of DTS Service Request workflow

[amenity]

The Geo team would like to update their DTS service requests to provide more clarity for their users. The following updates will need to be done simultaneously-ish in a Dev+Apps+Product work session

Knack (Apps)

• [x] In the "What do you need help with?" field, replace GIS or Maps with Geospatial Services (GIS, Maps, etc.)
• [x] Add dropdown field conditional on the "Geospatial..." selection:

What do you need?

• Map
• GIS Data
• ArcGIS Training
• ArcGIS Online Access
• ArcGIS Online Support
• ArcGIS Pro Support
• ArcGIS Pro Installation

ATD Service Bot (Dev)

• [x] For the "What do you need help with?" field mapping, replace GIS or Maps with Geospatial Services (GIS, Maps, etc.)
• [x] Map the new "What do you need?" field to the following labels:

What do you need?	"Service" label	"Type" label
Map	Service: Geo	Type: Map Request
GIS Data	Service: Geo	Type: Data
ArcGIS Training	Service: Geo	Type: Training
ArcGIS Online Access	Service: Geo	Type: IT Support
ArcGIS Online Support	Service: Geo	Type: Data
ArcGIS Pro Support	Service: Geo	Type: Data
ArcGIS Pro Installation	Service: Tech Services	Type: IT Support

• [x] Update label mapping from "Transportation Development Services Portal": "Product: Transportation Development Services Portal", to "Transportation Development Services Portal": "Product: TDS Portal",

Product tasks

• [x] Schedule work session
• [x] Attend work session to provide support and testing

[amenity]

@andrewshensky - after you add specs above, assign this to me and I can fill out the Github+Knack+Service Bot task lists based on the process we used here. Thanks!

[andrewshensky]

@amenity ill add this as an item for our GIS mini sync this friday to discuss with broader Geo Team

[andrewshensky]

@amenity below are some recommendations and ideas that came up during our geo sync:

Workgroup May be clearer to requestor by asking "What is your workgroup?"

What do you need help with? "GIS or Maps" - Replace with Geospatial Services (GIS, Maps, etc.)

What Application are you using? It would be nice to have more options included for the type of GIS request being submitted. Recommendations are below: ArcGIS - Map Request ArcGIS - Data Request ArcGIS - Training ArcGIS Online - Access ArcGIS Online - Support ArcGIS Pro - Installation ArcGIS Pro - Support

How soon do you need this? Add category between Urgent and Soon to reduce abuse of urgency Potential to add deadline date that requestor could select from identifying when requested item is needed Mirror ServiceNow Impact/Urgency Dropdown If both Impact and Urgency are high notify requestor emails will be sent

[amenity]

Thanks, @andrewshensky. 👍🏻 🌍

We can replace the "What application are you using?" field with a just-for-Geo "What do you need?" field rather than adding all those options to the existing application drop-down. Will you please specify what labels you want to be applied for each option here?

I made a separate issue for the urgency/impact changes since those could be a significant refactor for everyone: #13479

[mddilley]

Quick update here - I checked the box for the dev TDS mapping update above because the service bot script broke with a Knack change. It was a quick fix. 🙌 https://github.com/cityofaustin/atd-service-bot/pull/59 https://austininnovation.slack.com/archives/C010535KP0W/p1694035730989019

[amenity]

Thanks so much, @mddilley!

[mddilley]

Here is the PR for the code changes for the dev part of this. I'll request reviews from the dev team. I left out the field number for "What do you need?" since it doesn't exist in the Knack app yet, but I can add that before merging the code in the meeting on Monday.

[dianamartin]

9/25

• [x] Added new object What did you need?
• [x] Add field to form
• [x] Add display rule

[amenity]

@mddilley @dianamartin and I did this yesterday, cc/ @andrewshensky @ATD-ZachB

A couple notes for future reference:

• New Knack fields can be created beforehand to get the field ID# for Dev to include in their PR. The field is hidden until it's added to the form during go-live.
• When a new field is added to the form we also need to add it to the API view that powers the service bot.

[andrewshensky]

Zach and I were doing some brainstorming and we're thinking the changes below would help streamline things further for our team and make things more clear on the requestor side.

NEW Proposal:

What do you need?	"Service" label	"Type" label
Map	Service: Geo	Type: Map Request
GIS Data	Service: Geo	Type: Data
ArcGIS Training	Service: Geo	Type: Training
ArcGIS Online Access	Service: Geo	Type: IT Support ArcGIS Access
ArcGIS Online Support	Service: Geo	Type: Data ArcGIS Support
ArcGIS Pro Support	Service: Geo	Type: Data
ArcGIS Pro Installation	Service: Tech Services	Type: IT Support

[dianamartin]

@amenity how do you want @andrewshensky to handle this new proposal?

[amenity]

@andrewshensky - please open a new "Update Geospatial section of DTS Service Request workflow" issue with the revised table you added above.

Assign it to me, and I'll write the step-by-step and schedule an Apps + Dev + Product work session to roll this out.

[andrewshensky]

I have now created a new issue, linked below, for these additional changes. Thank you! https://github.com/cityofaustin/atd-data-tech/issues/14404