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How do I set up complaint types for the public portal in Connect?

Step 1: Configure Complaint Types in Admin Settings

Go to Admin Settings > Settings > Types > Complaint Types to add or edit types. Each entry needs a unique ID number and a label, and can optionally have a default department and user assigned.

Optional - in Admin Settings > Settings > Types > Complaint Categories you can update the default Complaint Categories (Citizen Issue, Inquiry, Request).

Step 2: Configure Public Access in Portal Admin

  1. From the SDL Portal homepage, click Account Menu > Portal Admin.
  2. Click the down arrow next to Web Request, then select Complaints.
  3. Set the overall access level: SDL Desktop User Access, Public Account Access, or Anonymous Access.
  4. Optional: Add BCC Emails to receive a notification for every complaint submission.
  5. Under Display Settings, check "Display on home page" and/or "Display on Request Page" as needed.
  6. Under Manage Templates, configure each individual complaint type template: set its access level, BCC emails, description/instructions, location settings, and required upload fields.
  7. Click Save Settings.

Important: both the main page access level and the template-level access level need to be configured — the main page sets overall access, and templates control access per complaint type.