Assistance Requests
When a technician is on site they sometimes need something from the control room or the on-call coordinator — for example "please phone the client, is anyone home to let me in?". From the CleverTech field app they send an assistance request, and it lands here for the coordinator to action.
Open Service Ops → Needs attention → Assistance, the last section of the stacked queue. It carries a live count of active requests, so urgent field requests surface during your normal triage sweep rather than sitting on a separate screen.
Assistance used to be its own top-level Service Ops tab. It now lives as a section inside Needs attention — the old /serviceOps/assistance-requests link redirects there automatically.
What you see
The page is split into Active and Resolved. Each request card shows:
- the technician who raised it and the site it relates to,
- the type (Phone client, Are they home?, or General) and how long ago it was sent,
- the message, and any reply already sent back.
The page header also shows who is on call now (from the standby roster), so it's clear who should pick up.
New requests and status changes appear live — no refresh needed.
Actioning a request
On any active request you can:
- Acknowledge — lets the technician know you've seen it (the request moves to Acknowledged).
- Send reply — type a response and send it; the technician gets a push notification and the reply syncs straight back to their app under the request.
- Resolve — close the request once it's handled.
Replies and status changes are visible to the technician in the CleverTech app, so it's a two-way conversation tied to the job and site.
The same requests also surface to the operator on the event details screen in CleverCommand whenever there's an active event at that site — so whoever is closest to the situation can respond.