How do I report an issue in the mobile app?
Report an issue or service request for a location from the Clean Smarts mobile app. Add a description, notes, photos or videos, and other details your company uses.
Report a problem from your phone so your team can review and resolve it. You can identify the location, explain what happened, mark it urgent, and attach photos or videos.
Applies to: Users with Issue (Cleaner), Issue (Manage), or Issue (Customer) access. If you have only Issue (Customer) access, the app uses the label Service request instead of Issues. Some inspection managers may also have a New Issue shortcut.
Before You Start
- You must enter a Description before the submit button becomes available.
- The location must be available to your user in the app. If it is missing, ask your supervisor or account administrator to check your location access.
- Allow camera and photo-library access if you want to take or select photos and videos.
- Do not photograph access codes, personal documents, customer information, or people who have not agreed to be photographed.
Start a New Report
Use any path that is available to you:
- From HOME: Tap the blue + button, select New Issue, and choose the location.
- From MORE: Tap Issues or Service request, choose the location, and tap the + button on its Open and Closed list.
- From a location: Open the location, select the Issues or Service request tab, and tap the + button.
The Issues or Service request menu and location tab appear only when your access includes an issue module.
Complete and Submit the Report
- Enter a clear summary of the problem in Description. Include what happened, where it happened, and what needs attention.
- Select Select sublocation when the problem is in a specific area and that option appears.
- Turn on Urgent only when the report needs immediate attention.
- If you have Issue (Manage) access, tap Assign User to choose the person responsible. Other users see the User field without an assignment action.
- Enter extra details under Your notes if needed. Notes are optional.
- Under Attach photo or video, tap the camera button and choose Take photo, Add photo from gallery, Record video, or Add video from gallery. Review the thumbnail and remove or replace it if needed.
- Complete any Custom fields your company has added. The fields shown can vary by role and company setup.
- Tap Submit issue or Submit request.
The app returns to the previous screen and shows Created issue successfully. The new report starts in the Open list for that location.
If the Report Is Saved Offline
If the connection drops, the app can save the report on your phone and queue it for upload.
- Reconnect to the internet.
- On HOME, tap You have number items to sync.
- Tap Sync all items.
- Wait for the queued item to disappear, then reopen the location's Issues or Service request list and confirm the report and attachments are present.
Do not remove an unsynced item unless you intend to discard it. If an optional note, assignment, photo, or video is missing after the report syncs, reopen the report and add it again while online.
Troubleshooting
- The submit button is unavailable. Enter text in Description. Notes, urgency, attachments, and a sublocation are optional unless your company asks you to use them.
- Issues or Service request is missing. Ask an account administrator to check your issue module. After access changes, reopen the app and sync.
- The location is missing. Your user may not have access to that location. Ask your supervisor to verify your assignment or location access.
- The camera or gallery does not open. Allow camera and photo-library access for Clean Smarts in your phone settings, then try again.
- The label is different from a coworker's. Users with only Issue (Customer) access see Service request. Users with cleaner or manager issue access see Issues.