Cityworks Integration Prerequisites for UtiliSync

This article outlines the two primary requirements that must be met within your organization's Cityworks environment and IT infrastructure before the UtiliSync TMS application can successfully connect and create Service Requests from 811 locate tickets.

These steps are typically handled by your organization’s IT or Network Administrator and your Cityworks Administrator.

1. Cityworks Server Accessibility

For UtiliSync to connect to your Cityworks environment and automatically create Service Requests, the UtiliSync production servers must be able to communicate with your Cityworks server.

Option A: Externalized Server (Recommended)

The easiest method is to ensure that your Cityworks server is externalized (publicly accessible on the internet). This allows our system to connect seamlessly.

Option B: Whitelisting UtiliSync IP Addresses (Firewall Configuration)

If your Cityworks server is hosted behind a firewall (which is common), you will need to whitelist the specific IP addresses of the UtiliSync production servers.

Please contact the UtiliSync support team to obtain the current, authoritative list of IP addresses for our production servers. Once you have this list, your Network Administrator must configure the firewall to allow inbound and outbound connections between those UtiliSync IPs and your Cityworks server.

2. Create the 811 Service Request Template

A dedicated Service Request template must be created within Cityworks to handle the incoming 811 ticket data. This template provides the structure and specific settings for the automated tickets created by UtiliSync.

Template Requirements:

• Service Request Domain: The template must be associated with the Service Request Domain you intend to use for 811 operations (e.g., "811," "Damage Prevention," or "Locates"). This domain is what the UtiliSync admin will select during configuration.
• Template Type: Create a Service Request template specifically for 811 locate requests.

Once this specific 811 Service Request Template has been created and saved in your Cityworks environment, the UtiliSync Administrator can proceed with the configuration steps outlined in the main article: Save 811 Tickets to Cityworks Service Request