Routing to intermediaries to traige issues before escalating to councils

[Richard Perry]

We are looking to customise FMS to enable the volunteer sector in each area to traige issues rasied by the community, and coordinate local intervention if they are able or then escalate issues they are not to our local council.

The way we see this working is as follows:

1. Customer raises issue as normal.
2. Issue is routed to the ward area admin (configured as a body in FMS) within the council unitary area (we only have 1, so this makes development easier).
   1. Each issue type will be routed to a separate mailbox / admin user for that ward ("ward admin")
   2. The ward admin will triage the issue and decide on:
      1. Local intervention
         1. And will coordinate response and resolution, and ward members will update the issue to point of closure.
      2. Unable to resolve locally, and escalate to the Council
         1. Council will take over case and resolve

 Has anyone looked at this type of customisation before? Any pointers?
= = =
We propose following the approach below: -

1. Adding an attribute for escalate date:time to issues in database and escalated flag
2. If the issue is marked for escalation, the date:time is set.
   1. The flag is set once the issues is escalated successfully
3. Run a cron job to issues with a date:time set that do not have an escalate flag set.
   
   1. Parse the issue data into a JSON format, including image URLs
4. Escalate the issue to the council using a message bus (such as AWS eventbridge)
   1. This will use the unitary authory code and issue type in JSON header to route to the issue to the correct department
5. Message is parsed to the correct message type for communication method (eg API endpoint, email etc)
6. If API, response received with council reference number, which is updated in issue table.
   
   Any thoughts / guidance gratefuly received.
   
   Richard