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How do I view, update, and close issues on mobile?

Find open or closed issues by location, review their details, add field updates, and close or reopen them from the Clean Smarts mobile app.

Use the Clean Smarts mobile app to review issues at your locations, add notes or attachments, and move an issue between Open and Closed while you are in the field.

Applies to: Cleaners, managers, and customers whose role includes Issue (Cleaner), Issue (Manage), or Issue (Customer). You see only the locations and issues allowed by your access.

Before You Start

  • The app shows Issues for users with internal issue access. If your role has only Issue (Customer), the same feature is labeled Service request or My service requests.
  • Issue (Cleaner) can update unassigned issues and issues assigned to that user.
  • Issue (Manage) can update and assign issues across the locations the user can access.
  • Issue (Customer) can view and update customer-reported issues.
  • The web portal is better for searching, filtering, or closing issues across many locations at once.

Find an Open or Closed Issue

Use any entry point that is available to you:

  • From HOME, tap the Open issues card, then select a location.
  • From MORE, tap Issues or Service request, then select a location.
  • From an open shift, job, or location screen, tap its Issues or Service request tab.

After you select a location:

  1. Tap Open to see work that still needs attention, or Closed to review completed issues.
  2. Tap an issue to open its details.
  3. Review the description and any assigned user, urgency, source, location, notes, attachments, or custom fields shown for that issue.
  4. Tap the information icon at the top when you need to see when the issue was created or last updated.

The issue list may also show an urgent flag, a Customer badge, or the assigned user's name.

Update an Issue

  1. Open the issue from its Open or Closed list.
  2. Enter your update under Your notes.
  3. Tap the add-media button under Attach photo or video to take or choose supporting media.
  4. Change the sublocation or custom fields when those options are configured for the issue.
  5. If you have Issue (Manage), tap Assign User or Change beside the user to choose an assignee. The assignment saves when you select the user.
  6. Tap Submit changes to save your other updates.

The app shows Successfully updated issue after an online update. The original description and urgent setting are displayed for reference but cannot be changed on an existing issue from this screen.

Close an Issue

Close an issue after the work is complete. Closing keeps the issue in its history; it does not delete it.

  1. Open the issue from the Open tab.
  2. At the bottom of the details, move the Open / Closed switch to Closed.
  3. Tap Submit changes.

The issue moves from Open to Closed for that location.

Reopen an Issue

  1. Open the location's Closed tab.
  2. Tap the issue you need to reopen.
  3. Move the Open / Closed switch to Open.
  4. Tap Submit changes.

The issue returns to the Open list.

Permissions and Customer Visibility

  • A user with Issue (Cleaner) can update an issue only when it is unassigned or assigned to that user.
  • Assigning an issue requires Issue (Manage).
  • On mobile, Make issue visible to customer appears only when the role has both Issue (Manage) and Issue (Customer) and the issue supports customer visibility.
  • Customer-visible issue content can include its notes and attachments. Review sensitive details before sharing an issue with a customer.

Offline Updates and Sync

If the app cannot reach Clean Smarts, it may show Changes saved offline. They will sync when you're back online.

Keep the app installed and preserve its data until the update and any attachments finish syncing. After your connection returns, tap the unsynced-items banner on HOME and tap Sync. You can also open MORE > Sync to refresh server data when a list looks out of date.

Troubleshooting

  • You do not see Issues or Service request. Ask an account administrator to confirm that your role includes an issue module and that you have access to the location.
  • The location is missing. Confirm that the location is assigned to you, then open MORE > Sync.
  • The issue is missing. Check both Open and Closed for the correct location. A recently changed issue may have moved to the other tab.
  • You cannot update an issue. With Issue (Cleaner), the issue must be unassigned or assigned to you. Ask a manager with Issue (Manage) to review the assignment.
  • Submit changes is unavailable. The button becomes active after you change notes, status, sublocation, add an attachment, or edit a configured custom field. The existing description and urgent setting are read-only.
  • An offline update is still waiting. Reconnect, open the unsynced-items banner on HOME, and tap Sync. Do not clear the app's storage while work is waiting to upload.

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