Incident & Case ManagementPurpose
1. Enable real-time assignment, scheduling, and dispatch of animal control officers for incidents or site visits.
2. Reduce manual intervention, optimize officer workloads, and improve response times for public safety cases.
3. Integrate with communication, scheduling, and GIS systems for efficient coordination and tracking.
4. Deliver automated notifications, calendar updates, and reporting tied to each incident or animal pickup request.
Trigger Conditions
1. New animal control request submitted via web, phone, SMS, or mobile app.
2. Dispatcher manually logs an incident or case in the case management system.
3. Escalation from unresolved or overdue cases triggers reassignment.
4. Officer availability or shift change in workforce management platform.
Platform Variants
1. Microsoft Power Automate
- Feature/Setting: Create automated flows for incident intake, calendar integration, and dispatch notifications.
- Sample config: Automated workflow triggered by Form submission, assigns task in Outlook and sends Teams message.
2. Salesforce Service Cloud
- Feature/Setting: Configure Service Appointment and Dispatcher Console for dynamic assignment and scheduling.
- Sample config: Create Workflow to auto-generate Service Appointment on Case creation.
3. Google Calendar API
- Feature/Setting: Automate creation, update, and cancellation of officer site visit events.
- Sample config: POST /calendars/events when a new case is logged.
4. Twilio Programmable SMS
- Feature/Setting: Send automated SMS to officers with assignment details and route links.
- Sample config: Trigger SMS API from case escalation workflow.
5. SendGrid
- Feature/Setting: Dispatch notification emails to officers and supervisors.
- Sample config: Automated email with incident summary, links, and calendar invite.
6. Slack API
- Feature/Setting: Push real-time notifications to officer channels for assignment or status changes.
- Sample config: Post message to #dispatch when incident assigned.
7. SAP Field Service Management
- Feature/Setting: Dynamic scheduling, route optimization, and mobile job notification.
- Sample config: Auto-create job and push to mobile app upon ticket intake.
8. Zoho Creator
- Feature/Setting: Custom workflow to capture incident details and allocate officers.
- Sample config: OnSubmit action triggers schedule API and notification.
9. PagerDuty
- Feature/Setting: Use incident triggers to generate on-call schedule assignments.
- Sample config: Create incident and auto-assign based on skill/location.
10. ServiceNow Field Service Management
- Feature/Setting: Automate work order assignment based on officer availability.
- Sample config: Automated workflow from Case to Work Order to Schedule.
11. Cityworks AMS
- Feature/Setting: Work order automation and real-time officer dispatch.
- Sample config: Intake triggers auto-schedule and update to mobile app.
12. Smartsheet
- Feature/Setting: Real-time scheduling sheet with alert rules for dispatch.
- Sample config: Form submission creates row, triggers assignment, and sends update.
13. Asana
- Feature/Setting: Automate task creation for new incidents, assign to officers by availability.
- Sample config: Zapier flow creates Asana task for each new request.
14. Microsoft Teams
- Feature/Setting: Channel alerts and calendar invites for dispatched cases.
- Sample config: Power Automate posts to Teams and updates shared calendar.
15. ArcGIS Workforce
- Feature/Setting: Assign and track field work with geo-enabled dispatch.
- Sample config: API auto-assigns job to nearest available officer.
16. Airtable
- Feature/Setting: Log new incidents and trigger assignment via automations.
- Sample config: Form intake populates table, triggers assignment email.
17. Workato
- Feature/Setting: Orchestrate multi-app workflow for intake, scheduling, and communication.
- Sample config: Workflow integrating incident form, calendar, and SMS.
18. Freshservice
- Feature/Setting: Auto-create and assign service requests with SLAs for animal pickup.
- Sample config: Workflow rule assigns ticket to appropriate group/officer.
19. ClickSend
- Feature/Setting: Bulk SMS alerts for rapid officer mobilization.
- Sample config: Trigger API to send SMS on high-priority cases.
20. Monday.com
- Feature/Setting: Board automations for new incident rows, assignment, and reminders.
- Sample config: Incoming webhook adds row and triggers automated assignment.
21. Google Maps API
- Feature/Setting: Calculate and embed fastest route in officer notifications.
- Sample config: Generate and share Maps link dynamically on assignment.
Benefits
1. Faster response and assignment by automating all dispatch steps.
2. Reduced manual errors, better tracking, and auditable processes.
3. Improved officer workload balance and resource allocation.
4. Streamlined multichannel notifications and real-time visibility.
5. Scalable for peak periods or emergency response.