Found the missing piece, I think.

Public Works Dispatch assigned this issue to Water Division - Foreman

Thank you for bringing this issue to our attention! One of our City of Marlborough Water and Sewer staff will take a look at the issue. Based on what we find when we investigate the issue, we will determine what course of action is required and schedule any necessary repairs. If we need further information we will contact you. Marlborough Public Works 508-624-6910

We would like you to know that we have addressed the issue you reported using "Marlborough Works". We want to thank you for bringing this issue to our attention and helping us to continue to make Marlborough a great community! The Public Works Department hopes that we have taken care of your concerns in a satisfactory manner and ask that you continue to report any future issues using our app.