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I received the following email. It's not consistent when I get an email or not, still trying to figure out the algorithm. But good to know the response time (45 days) and the department lingo (linear infrastructure).
Service Request Number: 1119740009
Status: In Progress
Opened: 5/7/2018 03:21:59 PM
Estimated Response Time: 45 Days
Area: Linear Infrastructure
Description: IMPORTANT NOTICE: Due to current resource volumes, requests for new fire hydrant services, rebuilds or repairs may not be processed in accordance with standard timelines for completion and customers may experience a delay. Service requests timelines vary and could take several weeks to fulfill given the outcomes of an initial inspection. We can assure you that we will respond to each request as quickly as possible.