Email Tracking System — Functional Specification

Jalan Besar Town Council · Resident Feedback and Email Tracking · v1.0 — 6 August 2026

Covers the 36 functions of the Functions List. It was 37 until the Town Council asked for the two shared-folder screens to be removed (C01 dropped, C02 rewritten as personal folders) [TC note 20/08].

What this document is. It records what the requirement document, the 29 legible application screenshots, the three video walkthroughs recorded by the Town Council on 1 August 2026 and their transcripts state about the existing CRFM system and about the requirement for its replacement. It is written for Town Council officers, managers and procurement staff.

What it is not. It is a record of requirements, not a system design, not a build plan and not a contract. Nothing in it is a commitment.

0. How to read this document

0.1 The one rule

Every statement carries a source tag. Nothing here is proposed, recommended or designed. Where no source states something, the document says so with [NOT STATED] rather than filling the gap.

Where two sources together point at a conclusion that neither of them states, the document draws it in words that show it is being drawn — so, which indicates, appears to be — and marks the underlying fact [NOT STATED]. Those conclusions are the author's, not the source's, and are the ones to challenge first.

Two tags are used without a number where the statement rests on a source collectively rather than on one point in it: [IMG] for the screenshot set as a whole, including the navigation, and [REQ] for the requirement document as a whole.

Naming. CRFM is the name printed on every screen of the existing system, supplied by Combuilder Pte Ltd, version 1.13.1 [IMG 1], reached at jbcrm-v2.fmit.sg [V213 t=495] [V214 t=375]. The requirement document calls the same thing the Resident Email Tracking System [REQ §1] and the Email Tracking Module [REQ §6]. This document uses CRFM for the existing system and Email Tracking System for the replacement.

Nature of the video material. The three videos are handheld phone recordings of a monitor, made while a Property Officer demonstrated the system. Some values are noted as not legible; the limitation is in the capture, not in the system. The audio could not be used — the transcripts supplied by the Town Council are the record of what was said, and everything tagged [T213] [T214] [T215] comes from them.

Values. Text in code style is verbatim from a screen or a document, including any spelling on screen — a screen typo is marked (sic). Where a screen truncated a value the truncation is kept (Roof Access -Switch Roc) rather than completed. Figures such as 27235 or 121296 are the live values captured; they are quoted so Town Council staff recognise their own system, and are sample data, not requirements. The screenshots and the videos were captured a month apart, so the same counter carries different figures in different sections.

Personal data. Town Council operational values are quoted as captured. The personal data of residents, of contractor staff and of named officers at other agencies is not reproduced anywhere in this document, even where it was legible on screen, because nothing in this specification depends on it. Town Council staff names and Town Council addresses are quoted where they carry meaning, because they are the client's own data and they demonstrate how folders, ownership and notification are configured.

0.2 What this document deliberately does not contain

Neither the requirement document nor any screenshot nor any video discloses an API, a database, a data dictionary, a validation rule or a permission matrix. The existing system belongs to a third party and none of its internals was disclosed. Therefore this specification contains no:

• API endpoints, request or response shapes
• database tables, columns, keys or types
• field data types, lengths, formats or validation rules, beyond the one validation message actually seen on screen
• state machines beyond the status values actually observed
• permission matrix per role

Any of those written here would be invented. They can only be settled once the open items in section 9 are answered.

0.3 How much can be specified from source

All 36 functions are identified and traced (section 10). Of the six marked Name only, five are requirements that the existing system does not visibly satisfy at all — dashboards, monthly KPI reports, content search, archiving and media compression — and the sixth is the Reassign Task dialog, which was never opened.

Five functions carry a contradiction between the sources that has to be resolved before they can be built: A03, A09, I02, H01 and J01 (section 9.1).

1. System context

What the system is for. [REQ §2.2] "Integrated with Microsoft 365." · "All resident feedback, MP, NEA, HDB and website feedback emails are automatically imported." · "Staff review, categorise, assign, reassign and monitor cases." · "Default SLA is 3 working days." · "Managers receive reminders and overdue notifications." · "Monthly KPI reports are generated." · "Daily emails are sent to managers so they will know what are the outstanding issues that are yet to close."

Why it is being rebuilt. [REQ §3] "Current systems belong to the previous Managing Agent and cannot continue under the new direct management model." · "Enhancements are slow due to third-party dependency." · "Existing systems have workflow and usability limitations." · "Town Council wants flexibility to enhance the systems over time." · "Future AI capabilities can be introduced after the new platform is established."

What is in scope. [REQ §4] "Email Tracking System web portal integrated with Microsoft 365."

What is required of the replacement. [REQ §6] "Continue Microsoft 365 integration." · "Support task assignment, reassignment, reminders and dashboards." · "Managers automatically copied when cases are closed." · "Support email templates." · "Maintain 3-working-day SLA. Number of days can be edited". Pain points: "Searching historical records is difficult." · "There is no search using email address. Allow search using email address, subject name and email content" · "Need easier reporting and long-term archiving (up to 7 years)."

Retention and security. [REQ §7] "Secure authentication and audit logging." · "Minimum 7-year data retention." · "Automatic photo/video compression recommended." · "Support both on-premise and cloud deployment." · "Penetration testing required before production." The last two are hosting requirements, not functions, and are not specified here.

Scale, as captured. [IMG 1] The shared mailbox folders carry OneService@SG (1069), OTHER AGENCIES (674), WATER TANKS (859), Delete (356), Draft (20), Sent (27235). [V213 t=13] A second user, a Property Officer, sees 07-WH (TEY ROSA) (4396), 08-WH (WEILING wef 2 Jan 24) (3057), Draft (0), Sent (263). [IMG 37] [V213 t=13] Task numbers run in one sequence: the digest of 14/07/2026 lists numbers from 120144 to 120606, and the task cards captured on 31/07/2026 run to 121296. [IMG 1] [V214 t=30] Each imported message also carries a six-digit number, 263840 in early July and 267307 at the end of July.

Tenancy. [IMG 11] The Company section shows one company record, JALAN BESAR, and no list or count. Nothing in any source describes a second tenant.

This system is not the Vendor Management System. [REQ §1] "Town Council currently operates two separate systems". The other one is out of scope here and is specified separately; the sections of the requirement document that describe it are not used in this document (0.1).

2. Actors

[NOT STATED] The complete role list, and what each role may do on each screen. No role administration screen has ever been supplied. The only role labels that appear anywhere are Task Owner, Folder Manager and Admin(s).

3. How the work actually flows

[REQ] does not describe the Town Council's organisation. [T214] does, and it explains why the folder is the central object in the system.

The lifecycle of one case, as observed:

An email arrives at feedback@example-jbtc.sg                             [IMG 1]
   — from a resident, an agency, a contractor, or the website form
   — the website form arrives from noreply@example-jbtc.sg with a
     structured body: Name · Email · Number · Address · Message      [IMG 1]
        ▼  imported automatically from Microsoft 365                 [REQ §2.2]
It lands in the folder of the division that handles those blocks,
visible to the manager                                                [T214]
        ▼  the manager creates the task and assigns an owner          [T214]
Create task: owner, folder manager, task details, workflow options    [IMG 2,3,8,9]
        ▼  the owner is emailed: CRM TASK ASSIGN (Task ID: nnnnnn)    [V213 t=435]
The officer opens the Tasks tab and selects the task                  [V213 t=13]
        ▼
Task detail — Task Details · Task Messages · Task History            [V213 t=455]
        ▼  Update Status
Step 1  Status + Comment (Comment mandatory)                          [V213 t=259]
Step 2  the reply composer opens, pre-filled, and the officer sends   [V213 t=320]
        ▼
The task reads Completed                                              [V213 t=13]
        ▼
Reminders before the due date, then daily                             [IMG 20]
Overdue notification to the monitoring manager                        [IMG 21]
A daily digest of outstanding tasks                                   [IMG 37]
        ▼
Reports: overdue, task listing, service delivery                      [IMG 25,26,28]

3.1 What the existing system does not do — the evidence

1. Replying from Outlook does not update the task. [IMG 37] The daily digest instructs the reader to "ensure the task owner updates the task status by replying to the customer and ticking the "Completed" check box in Microsoft Outlook." [T213] states the opposite: "If you reply here then it doesn't get tracked the system. So appear as open. I mean as they haven't done anything." Every action in all three videos is performed in the portal; nothing in Outlook is used to update a task. The instruction printed on the digest is wrong.

2. The system's own notification comes back into the system. [V214 t=30] The message list of the shared mailbox contains an item Fw: CRM TASK ASSIGN (Task ID: 121168) - [2607270294] RE:…, sent from one Town Council address to feedback@example-jbtc.sg and imported as a new message with its own six-digit number. An assignment notification forwarded back to the feedback address becomes a new item in the mailbox.

3. A case reopened by the same resident becomes a second task. [T213], see O5. No source describes any de-duplication.

4. Contractor follow-up and agency referral leave no trace. [T213], see O3 and O4. The task is closed on the reply to the requester; what was actually done about the complaint is not recorded in this system.

5. Search is a single free-text box. [IMG 1] One box with the placeholder Search.... [REQ §6] "Searching historical records is difficult." · "There is no search using email address."

4. Domain objects, as observed on screens

Only what appears on a captured screen. No types, no keys, no relations beyond those a screen shows.

4.1 Folder — the central object

[IMG 14] A folder has a Folder Name, a Description and an Active toggle.

A folder is the unit of five separate things, each evidenced on a different screen:

Two names for one thing. The mail screen and Folder Management call it a folder; the reports call it a Workspace [IMG 25, 26, 27]. The values are the same. [NOT STATED] whether the product intends any distinction.

Folder names carry the officer. The naming convention in use is a number, a division code and the officer in brackets, sometimes with an effective date: 03-KG (AMIRA YUSOF wef 1.7.26) with the description KAMPONG GLAM (Amira Yusof) [IMG 14], 07-WH (TEY ROSA) and 08-WH (WEILING wef 2 Jan 24) [V213 t=13], 04-KK (WEILING wef 6.8.25) and 02A-KY (Jonathan 30… (truncated on screen) [IMG 20], 02-KY (MARVIN GOH & OLIVIA) [IMG 25].

Others carry no person, and are named for a subject or a department: 09-FINANCE AND ADMIN, 12-TOWN COUNCIL MATTERs (sic) described as Emails or Memo for TC info, Haulage Debris/LEW/INFO, Roof Access -Switch Room Keys [IMG 14]; OneService@SG, OTHER AGENCIES, WATER TANKS [IMG 1]; 06-POTONG PASIR [IMG 21, 27].

[NOT STATED] The full folder list and its count; the largest number seen in a folder name is 12. [NOT STATED] What happens to a folder, and to its open tasks, when the officer named in it changes — the wef dates in the names show this is handled by renaming.

[IMG 1] Three folders are of a different kind — Delete, Draft and Sent — and are drawn with their own icons rather than the folder icon.

[IMG 1] [IMG 14] One folder appears in two forms across two screens: the mail folder list truncates it to Roof Access -Switch Roc, and Manage Folders shows it in full as Roof Access -Switch Room Keys. Both are quoted in this document where each screen is the source.

4.2 Task

[V214 t=282] [V213 t=455] [IMG 3] The fields on a task, in the order they appear on the form:

The owner is chosen as a folder. [V214 t=282] [V213 t=455] Both Select Task Owner and Select Folder Manager display a folder name as their value, with a person's name aligned to the right of the same row. [NOT STATED] Whether the list is a list of folders that resolves to a person, or a list of people grouped by folder.

Task card. [V213 t=13] [V213 t=455] A card in the Tasks tab shows: task name · Assigner · Requester · task number · Start date · Due date · a status badge.

Three date formats appear in the product, across four places. Dates on the task card are mm/dd/yyyy (07/31/2026); dates on the task form are yyyy-mm-dd (2026-07-31); dates on the reports are also yyyy-mm-dd [IMG 27]; dates on the automated emails are dd/mm/yyyy [IMG 37].

4.3 Status

The list the officer can choose from holds two values. [V213 t=125] The Status field of the Update Status dialog was opened. It is a selection field with a filter box at the top, and it offers exactly two options: In Progress and Completed. Nothing scrolls below them.

Open Or New is not in that list. [V213 t=38, 455] It appears on task cards and [V213 t=90] in the task history as the state a task starts in, but the officer cannot select it. So on the evidence, a task moves forward only — from Open Or New to In Progress or to Completed — and there is no observed route back. [NOT STATED] Whether any role can set a task back.

Open Or New is one badge label, not two states [V213 t=38].

[T213] "in progress means you acknowledge" — and in practice it is skipped, see O6. [IMG 26] The Status column of the Task Listing Report shows Completed on every captured row.

The badge carries a second signal. [V213 t=38, 455] Of four cards, two read Open Or New outlined in grey, one reads Open Or New outlined in red, and one reads Completed in green. The red card is task 121198, due 07/31/2026; the two grey cards are due 08/04/2026. The green card is task 121108, due 07/30/2026 — an earlier due date than the red one, and it carries no red outline. So on the evidence of four cards the red outline distinguishes among the open ones and does not apply to a completed one; four cards do not establish the rule. [NOT STATED] What the red outline means. Nothing in the videos or the transcripts explains it. This is outstanding question Q1 (section 9.4).

4.4 Priority

[IMG 17] Four rows, columns Priority, Duration (Days), Description, Actions: Low, Medium, High, Urgent. Every one has Duration (Days) = 3 and a Description identical to its name. Add Priority creates a row; each row has edit and delete. Paginated at 10 per page, 1-4 of 4 items.

[REQ §2.2] "Default SLA is 3 working days." [REQ §6] "Maintain 3-working-day SLA. Number of days can be edited". Duration (Days) is the only editable number of days that appears anywhere in the product against a priority. [NOT STATED] whether Duration (Days) is what produces the Due Date, and [NOT STATED] whether it counts working days or calendar days.

4.5 Category

[IMG 18, 19] Columns Category Name, Priority, Description, Actions, with edit and delete per row, paginated at 10 per page over 3 pages, 1-10 of 24 items, with a Go to … Page control.

Page 1 holds ten rows: Misc, Lift Issue, Highrise Littering-Potential Killer Litter, Water Storage Tank, Social Issue, Obstructions, Report - Returns, Surveillance Camera, Roof Access, Obstructions. Every row on that page shows Priority = Low and a Description identical to its name. Obstructions appears twice on page 1.

[NOT STATED] Pages 2 and 3 of the master list were not captured, so the Priority and Description of rows 11 to 24 are unknown.

All 24 names, however, are known. [IMG 4-7] The Category selection list on the task form — which carries a search box — was scrolled from the top of the list to the bottom in four captures. The four overlap, and the overlaps are forced: [IMG 4] ends and [IMG 5] begins on Surveillance Camera; [IMG 5] ends and [IMG 6] begins on Lift Issue; [IMG 7] repeats the last six rows of [IMG 6] and adds two. Merged on those overlaps the sequence is exactly 24 long, matching the 1-10 of 24 items counter on the master list, and its first ten entries are the ten rows of master-list page 1, in the same order:

That the first ten match page 1 exactly is evidence, not proof, that the dropdown and the master list are the same list in the same order; nothing on screen states it.

24 rows carry only 16 distinct names. Eight names occupy two rows each: Misc, Lift Issue, Water Storage Tank, Social Issue, Obstructions, Report - Returns, Roof Access, Other Agency. The repeats reach the task form, where an officer picking Obstructions chooses between two entries that read identically. [NOT STATED] Whether the repeated rows differ in any respect not shown by the three visible columns.

4.6 Reminder and notification rules

Three separate mechanisms exist, on three separate screens.

a. Per task, set when the task is created [IMG 8] [IMG 15] — block Workflow Options, all checkboxes:

• Remind owner [N] days before Start Date
• Remind owner [N] days before Due Date — shown ticked with 1, and carrying an information icon
• Remind Owner Every Day till Task Closed — shown ticked
• Enable Status Report Request — with a radio choice of Days [N] or Specific Days [selection list]

b. Per folder and role [IMG 20] — Task Reminder Settings, displayed as one card per rule with Create, edit and delete. Each card shows: the folder name (truncated on screen), a role chip reading Task Owner or Folder Manager, a timing chip reading 2 days before due date or 1 day before due date, a chip reading → Then Daily, the line No priority-based reminders configured. and the line No skips.

Six cards were visible, over four folder names: 02-KY (MARVIN GOH & … appears twice, once with each role chip, and 03-KG (AMIRA YUSOF wef 1… likewise; 02A-KY (Jonathan 30… appears once with Task Owner and 04-KK (WEILING wef 6.8.25) once with Folder Manager. So a folder may carry a rule per role. [NOT STATED] The total number of rules — the pane scrolls, the second row of cards is cut off at the foot of the capture, and the screen shows no count.

The two lines that read "No …" show two further capabilities exist: a rule may be priority-based, and a rule may carry skips. [NOT STATED] What a priority-based reminder is, and what skips are available here — no card in the capture had either configured, and the Create form was never opened.

c. Per person, for overdue [IMG 21] — Overdue Notification Settings, one card per person with Create, edit and delete. Each card shows the person's name, their email address, Skips on: with a value of None or the two chips Weekends and publicHoliday (sic), and Monitors N Folder(s): followed by the folders, each with a number of days.

Entries captured: Lena Poh — skips None, monitors 1 folder, 09-FINANCE AND ADMIN: 1 days. GM Marcus Sim — skips Weekends and publicHoliday, monitors 8 folders, of which 03-KG (AMIRA YUSOF wef 1.7.26): 7 days and 06-POTONG PASIR: 7 days are shown and "…and 6 more folders." Ivy Teoh — skips None, monitors 1 folder, 03-KG (AMIRA YUSOF wef 1.7.26): 0 days. Two further cards, Cindy and Amir Halim, both skip None; their monitored folders are cut off at the foot of the capture. [NOT STATED] The total number of people configured — the pane scrolls and the screen shows no count.

[NOT STATED] What the number of days against a folder means — a delay before the first notification, or a repeat interval. [NOT STATED] Whether publicHoliday reads the Public Holidays table (4.7); nothing on either screen links them.

The three mechanisms are configured in three places and no screen shows how they interact. [NOT STATED] What an officer receives when a per-task reminder and a per-folder rule both apply.

4.7 Public holiday

[IMG 12] Columns Name, Date, Actions. Name is sortable. Actions: New Public Holiday, edit and delete per row, and a Delete button for rows selected by checkbox. Rows captured: Deepavali 2025-10-20, National Day 2025-08-09, Christmas Day 2025-12-25, New Year's Day 2025-01-01, Chinese New Year 2026-02-17, Chinese New Year 2026-02-18. The screen offers create, edit and delete and no import; one row holds one date, so a holiday spanning two days is two rows.

[NOT STATED] What consumes this table. The only other appearance of the word is the publicHoliday skip chip in 4.6c.

4.8 Feedback source

[IMG 22] Columns Name, Actions, sortable by Name, with Create, edit and delete per row. Paginated at 10 per page over 2 pages, 1-10 of 19 items, with a Go to … Page control. Page 1 shows PUB Email, Tracking Reply, LTA Email, MND Email, REACH Email. [NOT STATED] The remaining 14 names — page 2 was not captured and page 1 was cut off after five rows.

[IMG 9] Source of Feedback is a selection list on the task form, in the Other Information block.

4.9 Email template

[IMG 23] Columns Template Name, Status, with Add Email Template. Every visible row reads Status = Active. Nine rows were visible; the list scrolls and the screen carries no total.

[V213 t=495] The drawer the officer actually picks from lists sixteen templates, in this order: Referral to HDB · Acknowledgement of MPS email · Require for exact location · Reply for Unsuccessful Application · Template for Flyer Box Enquiry · Template (Location) for Installation of Vending Machine · Acknowledgement Template for GBO · New Staff Taking Over Estate · Other Agency Referral Reply · Acknowledgement of MPS Online Email · Acknowledgement of Compliment 1 · Acknowledgement of Compliment 2 · Request for full location template email · Acknowledgement for Defect from Periodic Structural Inspection · Bulky Item Removal Services to Non-HDB Residential estates · Referral to Other Town Council. The first nine are the nine visible on [IMG 23], in the same order. [NOT STATED] Whether sixteen is the whole list.

One template body was seen. [V213 t=510] Choosing Referral to HDB writes prose into the composer above the signature block, which is left in place: it opens We refer to your feedback below., states that the matter falls under the purview of the HDB Car Park Department, offers to refer it on and gives HDB's own hotline and www.hdb.gov.sg/efeedback, gives the Town Council's office-hours and after-hours numbers, and closes We appreciate your kind understanding and thank you for the opportunity to serve you.

[NOT STATED] Whether a template carries merge fields — the one body seen contains no placeholder — and whether a template is scoped to a folder or a category. The Add Email Template form was never opened. [T213] One officer, asked who defines the templates, answered "I'm not sure who defines this but it's a predefined".

4.10 Shared address book entry

[IMG 24] Columns Name, Email Address, Actions, sortable by Name, with edit and delete per row and two add actions: Add New Address and Add Group Address. Entries captured are other Town Councils and government agencies: Aljunied-Hougang Town Council, Ang Mo Kio Town Council, Bishan-Toa Payoh Town Council, Chua Chu Kang Town Council, Dept. of Public Cleanliness (DPC), East Coast Town Council, and one named officer at MND.

[V215 t=1] An address field on the reply composer offers a directory in the form "Display Name" <address>. Opening the list without typing shows eight consecutive entries, alphabetically: an MND officer, "Environmental Pollution, Crows (NEA)", "HDB Commercials", "Holland-Bukit Panjang Town Council", "Jurong Town Council", "Nee Soon Town Council", "Pasir Ris-Changi Town Council", "Sembawang Town Council". That is one scroll position of a longer list, not the list.

The picker is not only the Shared Address Book. [V215 t=25] Typing sen filters it live to two entries: "Sengkang Town Council" <enquiry@example-sktc.sg>, which is of the address-book kind, and a named Town Council officer at a @example-jbtc.sg address, which is not. [IMG 16] Auto add all user emails into address book is ticked, which would put staff addresses into the book. [NOT STATED] Whether the picker searches one combined table or two.

[IMG 16] Auto add all user emails into address book is an option on Task Workflow, shown ticked. [NOT STATED] Whether that writes into this same table.

[NOT STATED] What a group address holds — the Add Group Address form was never opened, and no group row appears in the capture.

4.11 Message

[IMG 1] A message in the list shows a checkbox, the subject, From:, To:, a six-digit number, the received date and time in mm/dd/yyyy hh:mm:ss AM form, and a paperclip when it carries an attachment. The opened message shows the subject, From, To, Attachments as file-name links, and the body.

[V214 t=30] Some subjects carry a bracketed ten-digit reference, [2607270294]. [IMG 37] The same pattern appears in a task name on the daily digest, [2606290279]. [NOT STATED] What generates it and what it identifies; it is not the task number and it is not the six-digit message number.

The website contact form. [IMG 1] A message from noreply@example-jbtc.sg to feedback@example-jbtc.sg, subject Contact Enquiry - Town Council Services, whose body is a labelled block: Name · Email · Number · Address · Message, and which may carry an attachment. [NOT STATED] Whether the system parses those labels into the task fields, or whether the officer retypes them.

5. The mail workspace

5.0 Two screens, one application

[IMG 1] [IMG 11] CRFM has two top-level areas and they do not share a layout.

The mail workspace [IMG 1] — a header bar carrying a hamburger control, the vendor logo, the product name CRFM, and an account icon at the far right. Below it a toolbar: New mail, Move to, Create task, a delete icon, a Search... box with a search button, and one further icon button beside it. Below that, three panes: the folder list, the middle pane, and the reading pane. A footer reads Combuilder Pte Ltd. All Rights Reserved. | Version 1.13.1.

The settings area [IMG 11] — the same header without the hamburger: logo, CRFM, account icon. Then a collapsible left navigation and a content pane:

Company            → General · Public Holidays
Folder Management  → Folder Authority · Manage Folders   ← removed, see C01/C02
Task Management    → Task Workflow · Priorities & Categories · Task Reminder Settings ·
                     Overdue Notification Settings · Feedback Sources
Email Management   → Email Template · Shared Address Book
Report Management  → Overdue Task Report · Task Listing Report · Service Delivery Report
Account icon       → Profile · Setting · Logout

The navigation groups and the Company items are legible on [IMG 11]; the three collapsed groups are expanded on [IMG 13], [IMG 15], [IMG 23] and [IMG 24]; the account menu is [IMG 10].

[NOT STATED] How a user moves between the two areas — a hamburger exists on the mail workspace, but no capture shows what it opens. [NOT STATED] Where the sign-in screen is, and whether a dashboard exists — neither has ever been captured, and no navigation item points to one.

A01 · Automatic import of feedback emails — Partial

Source [REQ §2.2] [REQ §6] [IMG 1]

[REQ §2.2] "Integrated with Microsoft 365." · "All resident feedback, MP, NEA, HDB and website feedback emails are automatically imported." [REQ §6] "Continue Microsoft 365 integration."

What the screens show of it: [IMG 1] feedback@example-jbtc.sg is the shared Town Council address that inbound feedback is sent to, and the website form arrives from noreply@example-jbtc.sg. A folder holds traffic in both directions: of the two message cards in [IMG 1], one is addressed to feedback@example-jbtc.sg and the other is from a Town Council officer to a member of the public. [V214 t=30] messages in a folder are numbered 266824, 267183, 267285, 267307, received on 07/31/2026 between 08:07 and 10:55; one of the four is addressed from feedback@example-jbtc.sg to itself. [V213 t=13] folder counts of 4396 and 3057 on one officer's two folders.

[NOT STATED] Which messages are imported and which are written back by the system — the mailbox plainly holds both, and no source distinguishes them.

No screen of the import itself has ever been supplied — no mailbox connection screen, no import log, no failure state, no rule that decides which folder a message lands in. [T214] describes that routing as being by the blocks a division handles, not by a rule visible in the product.

[NOT STATED] How a message is routed to a folder. [NOT STATED] Whether import is a poll or a subscription, what happens to a message that matches no folder, and what happens on failure.

A02 · Read and action an email — Full

Source [IMG 1] [V214 t=30]

The middle pane carries a tab labelled Messages (and, from the walkthrough, a second tab Tasks — A06). Under Messages, one card per message as described in 4.11. The selected card is tinted.

The reading pane shows the subject as a heading, then From: and To:, then the actions Print Email, Reply, Reply All, Forward on the same line as From:, then Attachments: as file-name links, then the body.

Toolbar actions that apply to a message: Move to, and a delete icon.

[V214 t=30] Selecting a message that already has a task shows the task detail pane on the right instead of the message body — the same three tabs Task Details · Task Messages · Task History described in A07. So the reading pane and the task pane occupy the same third of the screen; [NOT STATED] how the system decides which of the two to show.

[NOT STATED] What Move to offers, whether delete moves to the Delete folder or removes, and whether Reply from here is tracked — [T213] says a reply made outside the Update Status flow "doesn't get tracked the system", but it says that of Outlook, not of this button.

The navigation menu must collapse. [TC note 20/08] "Collapse Menu". [T 18/08 15:11] "they need a big screen to see the email... all these definitely must be collapsible" — the walkthrough asked for it across the panes; the written note asks for the menu.

A03 · New mail — Partial · contradiction, see 9.1

Source [IMG 1] [V213 t=13] [T214]

A toolbar action New mail. The composer behind it was never opened.

[IMG 1] The folder list carries Draft (20) and Sent (27235). [V213 t=13] A different user's list carries Draft (0) and Sent (263). The two users see different figures, which indicates the folders hold the signed-in user's own items.

[T214] The officer's own account of it is an impression, not a statement of design: "I believe it's only mine", "I think I can only see whatever I send". This is outstanding question Q5 (section 9.4).

A04 · Search — Partial

Source [IMG 1] [REQ §6]

[IMG 1] One free-text box with the placeholder Search..., a search button inside it, and one further icon button immediately to its right. That second button was never opened, so what it offers is unknown.

[REQ §6] "Searching historical records is difficult." · "There is no search using email address. Allow search using email address, subject name and email content".

The requirement for the replacement is I06.

Search must offer the case ID first. [TC note 20/08] "Most of the time, they search by ID. Add ID as first option". [T 20/08 20:17] "they need the ID. You also need a search by ID".

[NOT STATED] How the ID is formed. [T 20/08 20:18] the Town Council does not know either — "they don't know how they [set] the ID" — and asked for a formula to be proposed and agreed: "you and I, we can define. Tell them see whether they are okay". The bracketed ten-digit reference seen in subjects (4.11) is the closest observed candidate.

A05 · Create task — Full

Source [IMG 2, 3, 8, 9]

A toolbar action Create task opens a modal titled Create Task, holding four collapsible sections and, fixed at the foot, the buttons Cancel, Create & Next and Create.

Values pre-filled from the original email in the capture: Task Name = the message subject, Requester = the sender's address, Start Date = 2026-07-02, Due Date = 2026-07-06, Priority = Low. Category reads Please Select — not pre-filled. Block and Street Name is empty.

Block and Street Name is a selection list. [NOT STATED] What populates it. [NOT STATED] What Create & Next does that Create does not. [NOT STATED] What Agency IC means.

[IMG 16] The Other Information fields are individually switchable — see D01.

A06 · Tasks tab — Full

Source [V213 t=13] [V213 t=455] [V214 t=282]

A tab labelled Tasks sits beside Messages in the middle pane and lists the tasks of the signed-in officer. The tab carries a Filter control and a Sort control, both to the right above the list.

One card per task: task name in bold, then Assigner: and Requester: on the left, the task number and Start: and Due: dates on the right, and a status badge at the foot left. Assigner on all four cards captured is the same person. Requester holds either an email address or a person's name — one card shows a first name only.

Status badges and the red outline: see 4.3.

With nothing selected the right-hand pane reads Select an item to read and, below it, Nothing is selected.

[NOT STATED] What Filter and Sort offer — neither was opened. [NOT STATED] Whether the list is the officer's own tasks only, or the folder's, and whether a manager sees a different list.

A07 · Task detail — Full

Source [V213 t=90] [V213 t=455] [V214 t=282] [V214 t=30]

Selecting a task opens a detail pane on the right, carrying three tabs — Task Details, Task Messages, Task History.

Task Details repeats the create form, read-only in the capture, in two collapsible blocks: Task Assignment & Management holding Select Task Owner and Select Folder Manager, then Task Details holding Task No (populated, e.g. 121296), Task Name, Block and Street Name, Unit No, Requester, Category, Priority, Start Date, Due Date, then the collapsed Workflow Options and Other Information.

Task Messages is the tab shown while the original email is displayed. It shows From, To, Cc, the attachments as links, and the message body.

Task History [V213 t=75, t=90] is a log of the task, with a search box placeholdered Search by Task Name, Assigner, or Owner. Each entry is a collapsible row headed by a timestamp — 7/31/2026, 11:03:47 AM — carrying the status badge that applied at that moment, Open Or New, at the right. Expanded, the entry is a snapshot of the whole task written as Field: value lines:

TaskName · Requester · Assigner · Owner · StartDate · DueDate · Cc (NA when empty) · Manager · RemindOwnerStart (Do not remind owner before Start Date) · RemindOwnerDue (Remind owner 1 day(s) before Due Date) · RemindOwnerDueTillClosed (Remind Owner Every Day till Task Closed) · RequestStatusOwner (Do not Request status report from owner) · BlockAddress (82 Whampoa Dr) · UnitNo (0) · FeedbackSource (Email) · AgencyIC (TC)

Two things follow. The history stores the state, not the change — an entry is the full record as it stood, so a reader compares entries to see what moved. And the four Workflow Options are stored as sentences, not as flags. Manager here is the value of Select Folder Manager, and Owner the value of Select Task Owner, both resolved to a person's name rather than the folder name the form displays.

Only one entry existed on the task captured, so [NOT STATED] what an entry looks like for a status change, a reassignment or a reply sent, and [NOT STATED] whether the log is append-only and who may read it.

Two buttons at the bottom right of the pane: Reassign Task and Update Status.

[NOT STATED] Whether any field on this pane is editable after creation, and by whom.

A08 · Reassign Task — Name only

Source [V213 t=455] [V214 t=282]

A button on the task detail pane, beside Update Status. The dialog behind it was never opened in any of the three videos.

[REQ §2.2] "Staff review, categorise, assign, reassign and monitor cases." [REQ §6] "Support task assignment, reassignment, reminders and dashboards."

[NOT STATED] Everything else. This is part of outstanding question Q7 (section 9.4).

A09 · Update Status — Full · three contradictions, see 9.1

Source [V213 t=106] [V213 t=259] [V213 t=320] [V215 t=1] [V214 t=152] [T213] [T214]

This is the screen on which a case is worked and closed. It is two steps in one flow.

Step 1 — the status dialog. [V213 t=106] A modal titled Update Status with two fields, both marked mandatory: Status, a selection field, and Comment, a text area with the placeholder Please enter a comment. Buttons Cancel and Ok. [V213 t=125] The Status list opens with a filter box and two options, In Progress and Completed — see 4.3.

[V213 t=259] With Status set to Completed and Comment left empty, pressing Ok produces the message Comment is required in red beneath the field, and a red border on it. Comment is enforced; the status is chosen before any email is written.

Step 2 — the reply composer. [V213 t=320] Pressing Ok opens a full-width composer, also titled Update Status, with a Send link at the top left and a Send button at the bottom right beside Cancel.

Insert Template [V213 t=495] opens a drawer down the right of the composer listing sixteen templates by name — see 4.9. [V213 t=510] Choosing one writes its prose into the body above the signature block, leaving the signature and the PDPA notice in place. [NOT STATED] What happens to text the officer has already typed.

[V215 t=1] [V215 t=25] An address field opens a directory shown as "Display Name" <address>, and typing filters it live — see 4.10.

[T213] "So you reply and send it, right? Then this this task will be closed…" The two steps are one flow: the status is set in step 1, the reply to the requester is written and sent in step 2. [NOT STATED] The transcript does not mark speakers reliably, and this line reads as the interviewer confirming rather than the officer stating; the flow itself is established by the two captures, not by the quotation.

[NOT STATED] What the From field defaults to, and which mailbox the message actually leaves from. The signature block is the individual officer's; [T213] is contradictory on the point. This is outstanding question Q3, and contradiction 3 of section 9.1.

[NOT STATED] What rule fills Bcc. [REQ §6] requires "Managers automatically copied when cases are closed" and this is the only mechanism observed that could satisfy it, but no source says so. This is outstanding question Q4.

[NOT STATED] Whether a message sent from here is also written to the officer's own mailbox. [V214 t=152] The officer's Outlook Sent Items holds replies of this kind, addressed to members of the public; [V214 t=215] one opened shows the same signature block. [T214] states the opposite: "it doesn't appear in the send copy because it's sent out through the system." The two do not agree. This is outstanding question Q6, and contradiction 2 of section 9.1.

[NOT STATED] Whether replying from Outlook rather than from here updates the task. [IMG 37] instructs the reader to do exactly that; [T213] says it is not tracked. Observed practice follows the transcript. This is contradiction 4 of section 9.1.

[NOT STATED] Whether the task closes on Send, or on Ok in step 1, and what happens if the officer cancels at step 2 after setting a status.

Two points were raised by the interviewer, not by Town Council staff, while this screen was being demonstrated. Neither is an agreed requirement, and one rests on a mistake:

• [T215] The interviewer asked whether typing could search the recipient list instead of scrolling it — "It scroll so long. Can you when you type can you automatically search?" — and the Town Council side replied "Ah, that makes sense." [V215 t=25] shows the feature already working: typing sen filters the list live. There is nothing to add here.
• [T214] The interviewer questioned Add Original Attachment being a manual action — "I assume that … should do the attach or attach the original attachment before right by itself." The Town Council officer's own contribution was only that they did not know why it was there.

6. Settings

B01 · Company › General — Full

Source [IMG 11]

Path Company › General. The card is titled Company Details and carries an Edit action. It holds the company logo and, below it, the label Company Name and the value JALAN BESAR.

[NOT STATED] What else the edit form holds — it was never opened.

B02 · Company › Public Holidays — Full

Source [IMG 12]

Path Company › Public Holidays. Page title Public Holiday (singular on the page, plural in the navigation). Content as 4.7.

C01 · Folder Authority — REMOVED FROM SCOPE

Source [IMG 13]

Path Folder Management › Folder Authority. The page holds two cards.

Config Admin Folder Authority — one field, Select Admin(s), a multiple-selection field holding removable chips, with Reset and Save beneath it. Six values selected: Karen Chew, Combuilder Demo, JBTC Feedback, Bella Soh, Nadia Rahim, Combuilder Admin.

Config Folder Authority — a second card below it. Its contents are cut off at the foot of the capture. [NOT STATED] Everything inside it, including whether authority is granted per folder to a person, or per person to folders.

This screen is the only place folder-level access is configured, and [V213 t=13] proves it takes effect: the officer in the videos sees two folders where the user in [IMG 1] sees a different set entirely.

The replacement does not carry this screen. [TC note 20/08] "Remove shared folder eg. \"Folder Authority\", \"Manage Folders\"". Folder-level access control goes with it: a user sees their own folders, so there is nothing to grant. Everything above is kept as the record of what the current system does, not as a requirement.

C02 · Personal folders — Partial

Source [IMG 14]

What the replacement does. [TC note 20/08] "In \"Mail workspace\", make the folder shows as personal folders" and "Remove those folders with the person name". [T 11/08 16:25] "they can create the folder... This is a personal folder" — a user creates their own folders and moves messages into them, inside Mail workspace; there is no separate administration screen.

To confirm whether "Remove those folders with the person name" means deleting those folders, or only taking the person's name out of the folder name. [T 20/08 20:26] reads as the second: "you want to remove the name and keep the folder name only?" — "Yeah, yeah". Six of the fourteen folder names carry a person's name, so the two readings differ by six folders.

What was observed of the screen being removed, kept as the starting data: path Folder Management › Manage Folders, page title Folder, with Create New Folder.

Columns Folder Name (sortable and filterable — it carries both a sort control and a filter funnel), Description (sortable), Active, Actions. Active is a toggle per row, on for every captured row. Actions are edit and delete per row.

Rows and values: see 4.1.

[NOT STATED] The create form, and what deactivating a folder does to the messages and tasks inside it.

D01 · Task Management › Task Workflow — Full

Source [IMG 15] [IMG 16]

Path Task Management › Task Workflow. One page holding three collapsible blocks. Every control on the page is a checkbox, except, inside the first block, three number fields, one selection list and one radio pair.

The first block repeats the four options that also appear per task in Workflow Options (4.6a, A05), and the second block names five of the fields that appear on the task form. [NOT STATED] No wording on the page says these are defaults, or that they govern the task form. The relationship is not established, and one label does not map: Show Location and Is location mandatory have no counterpart in the Other Information block — the nearest fields, Block and Street Name and Unit No, sit in Task Details and are mandatory there.

[NOT STATED] What Show vetting is. It is the one control on this page that corresponds to nothing seen anywhere else in the product.

[NOT STATED] Whether these settings are global or per folder — the page shows no folder selector.

D02 · Task Management › Priorities — Full

Source [IMG 17]

Path Task Management › Priorities & Categories. The page carries two cards; this is the first, titled Priorities, collapsible, with Add Priority. Content as 4.4.

D03 · Task Management › Categories — Partial

Source [IMG 18] [IMG 19] [IMG 4-7]

Path Task Management › Priorities & Categories. The second card on the page. Content as 4.5.

Partial because only page 1 of 3 of the master list was captured. All 24 names are recoverable from the task-form dropdown, but Priority and Description are known for the first ten rows only.

D04 · Task Management › Task Reminder Settings — Full

Source [IMG 20]

Path Task Management › Task Reminder Settings. Content as 4.6b.

D05 · Task Management › Overdue Notification Settings — Full

Source [IMG 21] [REQ §2.2]

Path Task Management › Overdue Notification Settings. Content as 4.6c.

[REQ §2.2] "Managers receive reminders and overdue notifications." This screen is where that is configured. Of the five people on the cards captured, one carries a title on screen, GM; nothing on the screen states the role of the other four.

[NOT STATED] The Create form was never opened, so what a rule may hold beyond the fields visible on a card is unknown.

D06 · Task Management › Feedback Sources — Partial

Source [IMG 22] [IMG 9]

Path Task Management › Feedback Sources. Content as 4.8. Partial because 14 of the 19 names were not captured.

E01 · Email Management › Email Template — Partial

Source [IMG 23] [V213 t=495, t=510] [T213]

Path Email Management › Email Template. Content as 4.9.

The consumer of this list is the Insert Template drawer on the reply composer (A09), which lists sixteen templates against the nine visible on this screen.

Partial because the Add Email Template form was never opened, so how a template is authored, whether it carries merge fields, and whether it is scoped to anything are all unknown.

[T213] Asked who defines the templates, the officer answered "I'm not sure who defines this but it's a predefined". Recorded as an observation. No source states who owns them.

E02 · Email Management › Shared Address Book — Full

Source [IMG 24] [V215 t=1] [IMG 16]

Path Email Management › Shared Address Book. Content as 4.10.

F01 · Report Management › Overdue Task Report — Full

Source [IMG 25]

Path Report Management › Overdue Task Report.

Search block titled Overdue Task Report Search, with List and Export at its top right:

• Start Date (From), carrying an information icon · Start Date (To) — captured as 2026-06-01 to 2026-07-01
• Group By: a radio pair, Workspace or Owner — Workspace selected
• Select IDs: a multiple-selection field holding the removable chip All

Result table, with a two-level header:

Every count is rendered as a link; % Closed by Due Date is plain text. [NOT STATED] Where a count links to — none was clicked.

The four counts sum to the total on all three rows: 213+11+55+9 = 288, 137+15+29+3 = 184, 17+1+0+0 = 18. So the four cells partition every task assigned in the period.

% Closed by Due Date is consistent with On Time → Closed ÷ Total Task Assigned, truncated rather than rounded, on all three rows: 213/288 = 73.96% shown as 73%; 137/184 = 74.46% shown as 74%; 17/18 = 94.44% shown as 94%. [NOT STATED] The formula itself. Three rows are consistent with that reading but do not establish it, and nothing on the screen states it. [REQ §2.2] "Monthly KPI reports are generated" — if this percentage is the KPI, the formula has to be confirmed before it is rebuilt.

[NOT STATED] What Select IDs selects when it is not All — workspaces, or owners, depending on Group By.

F02 · Report Management › Task Listing Report — Full

Source [IMG 26] [IMG 27]

Path Report Management › Task Listing Report.

Search block titled Task Listing Report Search, with List and Export:

• Start Date (From) with an information icon · Start Date (To)
• Filter By: four selection lists — Workspace (placeholder Select Workspace), Owner, Priority, Category

Result table, twelve columns, scrolling horizontally: S/N, Task No, Task Name, Requester, Status, Start Date (From), Due Date, Days Overdue, Owner, Assigned By, Block Details, Workspace. Task No is a link.

Rows captured: 120196 · Bulky Item Removal Service · Completed · 2026-07-01 · 2026-07-03 · 0 days overdue · owner Zoe Chua · assigned by Karen Chew · 212C Sample Park Drive · 06-POTONG PASIR; 120195 · Bulky Item Removal Service · Completed · 2026-07-01 · 2026-07-03 · 0 · owner Nora Hidayah · assigned by Bella Soh · 110 Sample Road · 08-WH (WEILING wef 2 Jan 24).

Assigned By here is the same concept the task card calls Assigner (4.2). Two names for one field.

Block Details here is the same concept the task form calls Block and Street Name (4.2). Two names again.

F03 · Report Management › Service Delivery Report — Partial

Source [IMG 28]

Path Report Management › Service Delivery Report.

Search block titled Service Delivery Report Search, carrying a Compare KPI? checkbox on the same line as the title, and List and Export:

• Start Date (From) with an information icon · Start Date (To) — both empty, placeholder Select date
• A two-list transfer control: Available Categories, headed 24 items, and Excluded Categories, headed 0 item and reading No data, with a > and a < arrow between them. Each row in the left list carries a checkbox.

No result was ever captured. [NOT STATED] What the report produces, and what Compare KPI? compares against. This is the only report that could correspond to [REQ §2.2] "Monthly KPI reports are generated", and nothing confirms that it does.

G01 · Profile, Setting, Logout — Partial

Source [IMG 10] [V214 t=360, t=375]

The account icon at the top right of the header opens a menu of three items: Profile, Setting, Logout.

Profile [V214 t=375] opens a drawer down the right of the screen, titled My Profile, over whatever the user was on. It holds an avatar, the user's name, their Town Council email address, and then four rows, each with a chevron:

Authenticator (2FA) · Password · Signature Setting · Address Book

Two of those matter beyond this screen. Signature Setting is where the signature block that pre-fills every reply (A09) comes from — nothing else in the product accounts for it. Password and Authenticator (2FA) mean the existing product holds a credential of its own; see the note against J01.

The replacement holds no password of its own. [TC note 20/08] "For user management for staff, only admin can create a new account using microsoft email for staff". [T 20/08 19:55] "for the staff, they log in by the Microsoft email is safer... you don't have to remember many password". So Password and Authenticator (2FA) are not carried over: sign-in is the Town Council's Microsoft 365 account, and the Town Council supplies the admin account's API credential for the connection [T 20/08 19:56]. This closes 9.1 #5. ⚠️ The contractor system is the opposite — a welcome email, sign-up with an authenticator, then "login using their email address with their own password + authenticator code" [TC note 20/08]. That is a different system and does not apply here.

[NOT STATED] What is behind each of the four rows — none was opened. [NOT STATED] What Setting holds that the settings navigation does not; it was never opened.

7. Automated email

H01 · Outstanding CRM Task Notification — Full

Source [IMG 37] [REQ §2.2]

[REQ §2.2] "Daily emails are sent to managers so they will know what are the outstanding issues that are yet to close."

[IMG 37] The email as received in Outlook:

• Subject Outstanding CRM Task Notification Generated on 14/07/2026
• From Application Combuilder FMIT <support@example-vendor.sg> — the sender is the vendor's own address, not a Town Council address
• To one named recipient
• Received Tue 14/7/2026 5:41 AM
• Greeting Hi <name>, then the line Outstanding task notification generated on 14/07/2026.
• A table: Task No (a link) · Task Name · Task Start Date · Task Due Date · No of Days Overdue · Task Owner. Six rows, task numbers 120144, 120508, 120523, 120545, 120561, 120606, across three different task owners
• Every row shows No of Days Overdue = 0 — so the digest lists tasks that are still open, whether or not they are overdue, and the overdue column is one of its columns rather than its filter
• Closing text: Please kindly proceed to ensure the task owner updates the task status by replying to the customer and ticking the "Completed" check box in Microsoft Outlook.
• Signed Regards, CRM System Administrator

The closing instruction does not match observed practice — see 3.1.1.

[NOT STATED] Who receives it and how that recipient list is set. The Overdue Notification Settings screen (D05) configures per-person folder monitoring and is the nearest candidate, but no source links the two.

H02 · CRM Task Assign notification — Full

Source [V213 t=435] [V213 t=416] [V214 t=30]

The second automated email, sent to the officer when a task is assigned to them.

• Subject CRM TASK ASSIGN (Task ID: 121250) - followed by the task name. The task name is the subject of the original email, and the Town Council's subjects routinely carry a block, a street and a unit — so the subject line of this automated email can carry a resident's address out of the system. The example is not reproduced here for that reason
• From Application Combuilder FMIT, to the officer
• Body: Hi <officer name>, The following task has been assigned to you by <assigner name> on 30/07/2026 2:41:01 PM. Please check. Task ID: 121250 Task Name : the subject of the original email, verbatim Regards, System Administrator Please click here to view the task information. — click here is a link This is auto-generated email. Please do not reply to the email.
• Beneath that the original email is reproduced in full, as a labelled header block — Original From: · Original Sent: · Original To: · Cc: · Subject: — then the original body
• The attachments of the original are carried on the notification: the capture shows 2 attachments (142 KB)

[T213] "So you'll receive this notification that this task has been assigned to." · "Usually they'll attach the original email."

[V214 t=30] This email, when forwarded to feedback@example-jbtc.sg, is re-imported into the mailbox as an ordinary message — see 3.1.2.

8. Functions stated only in the requirement document, and added by the client

I01 · Assign, reassign and monitor cases — Partial

[REQ §2.2] "Staff review, categorise, assign, reassign and monitor cases." [REQ §6] "Support task assignment, reassignment, reminders and dashboards."

Evidenced in part: assignment is A05 and the Select Task Owner field; reassignment is A08, whose dialog was never opened; monitoring is A06, F01 and F02. [T214] supplies the human process — see O2.

[NOT STATED] What reassignment does to the reminder rules, the Bcc list and the notification already sent.

I02 · Copy managers when a case is closed — Partial · contradiction, see 9.1

[REQ §6] "Managers automatically copied when cases are closed."

The only mechanism observed that could satisfy this is the pre-filled Bcc on the reply composer (A09), which holds two Town Council addresses, one being the signed-in officer and the other the officer named in the folder title. No source states that this is the mechanism, and the folder-named officer is not necessarily a manager. [IMG 16] The setting Allow user to edit recipient email(s) when updating task status is ticked, so whatever is pre-filled can be removed by the officer before sending.

I03 · Service level of 3 working days, editable — Partial

[REQ §2.2] "Default SLA is 3 working days." [REQ §6] "Maintain 3-working-day SLA. Number of days can be edited".

Evidenced in part: [IMG 17] Duration (Days) = 3 against every one of the four priorities, and editable. [IMG 12] a Public Holidays table exists. [IMG 21] a Weekends and publicHoliday skip exists on the overdue notification rule.

[NOT STATED] Whether Duration (Days) produces the Due Date, whether it counts working days, and what consumes the Public Holidays table. Nothing on any screen connects the three.

I04 · Monthly KPI reports — Name only

[REQ §2.2] "Monthly KPI reports are generated."

No screen produces a monthly report. [IMG 28] The Service Delivery Report carries a Compare KPI? option and is the nearest candidate, but no result was ever captured and nothing states it is the monthly report. [NOT STATED] What is in the monthly KPI report, who receives it, and how it is produced today.

I05 · Dashboards — Name only

[REQ §6] "Support task assignment, reassignment, reminders and dashboards."

No dashboard has ever been captured, and no navigation item points to one. [NOT STATED] Everything.

I06 · Search by email address, subject name and email content — Name only

[REQ §6] "There is no search using email address. Allow search using email address, subject name and email content".

The present state is A04. [NOT STATED] Whether the search is expected to reach message bodies, attachments, task fields, or all three, and over what retention window.

I07 · Long-term archiving and retention — Name only

[REQ §6] "Need easier reporting and long-term archiving (up to 7 years)." [REQ §7] "Minimum 7-year data retention."

[NOT STATED] Whether archived items must remain searchable, and what the archive is for legally.

I08 · Audit logging — Partial

[REQ §7] "Secure authentication and audit logging."

The Task History tab (A07) is the only audit trail observed anywhere in the product, and it is per task: it records the whole state of one task at each event, with the status that applied. There is no system-wide log on any screen.

[NOT STATED] What must be logged beyond a task, who may read it, and whether the task history is append-only.

I09 · Automatic photo and video compression — Name only

[REQ §7] "Automatic photo/video compression recommended."

Relevant because attachments travel with a case: [IMG 1] an incoming message carries a .jpeg, [V213 t=435] a single assignment notification carried 2 attachments (142 KB), and A09 offers Attach Files and Add Original Attachment on the reply.

[NOT STATED] Any target size, format or policy. [NOT STATED] What proportion of incoming feedback carries photographs.

J01 · Account Management — Partial

Source [CLIENT]

Requested by the Town Council on the call of 27 July 2026, to sit in the admin portal:

• create, edit and deactivate a user account
• lock an account temporarily
• assign permissions per screen

[CLIENT] All task owners are Town Council staff, so accounts sit inside the Town Council Microsoft 365 tenant and no password handling is required.

That last point is contradicted by the existing product. [V214 t=375] The My Profile drawer carries a Password row and an Authenticator (2FA) row, so CRFM today holds a credential of its own rather than relying on the tenant. Which of the two applies to the replacement has to be settled before this screen can be built.

Folder-level access is C01 and is not duplicated here.

[NOT STATED] The role list this screen has to administer — see section 2. [NOT STATED] Nothing tagged [CLIENT] in this document appears in any supplied file; it is a record of what was said on a call.

9. Consolidated open items

Everything this specification could not state, in one list.

9.1 Contradictions — the sources disagree

9.2 Screens and dialogs with no visual reference

Four items that appeared on this list in the previous revision have since been found on the video and are now specified: the Status list open (4.3), the Task History tab (A07), the Insert Template drawer and one template body (4.9), and My Profile (G01).

9.3 Rules and data no source states

9.4 The questions put to the Town Council

Seven questions were put to the Town Council after the walkthrough of 1 August 2026, and are referred to by number throughout this document. Two of them have since been answered by a closer reading of the same videos, and are shown here as answered so that the Town Council is not asked twice.

10. Traceability — 36 functions

Function names are taken verbatim from the Functions List.

36 functions. Full 16 · Partial 14 · Name only 6.

11. Related documents