# Backend

This backend customisation guide for the **Complaints Management (CMS)** covers end-to-end changes to support new business requirements. It includes:

* **Field Enhancements** – Adding new attributes (e.g., `landmark`) with updates to models, validations, enrichment logic, persistence, indexing, and search APIs.
* **Workflow Customisation** – Modifying service request lifecycles, SLA rules, and state transitions to align with department processes.
* **ID Generation** – Integrating with IDGen to produce unique complaint/reference IDs for new workflows or modules.
* **Notifications & SMS** – Configuring template-based email/SMS alerts triggered at specific workflow events to keep citizens and officials informed.

These changes ensure that CMS remains adaptable, delivering improved data capture, process automation, and citizen communication.


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