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.