Requirements:
To receive and process requests in Assist, the following must be in place:
You must have an Assist station with a Standard licence or higher.
To receive notifications in the app when new requests come in, an Operations Manager must be defined. This is the role that receives the notifications.
To receive notifications by email, the station shared email address (or another shared address) must be set up under:
Settings → Station. That way the requests are also collected by email as an extra safeguard against them being forgotten. (it is worth setting up notifications for incoming email in Outlook or Gmail etc. (whichever your station uses)
Where do you find received requests?
All requests received from the Assist network or from a form appear under
"Network" - "Received requests" - "Unanswered"
Here you can either decline or accept by selecting one of the buttons.
Overviews
Unanswered: All new requests that have not been processed.
Accepted: All requests that have been approved and created as jobs.
Declined: All requests that have been declined.
All: A combined overview of every request.
Processing requests
1. Open the request
We recommend opening the request to see the details before you choose to accept or decline.
2. Decline a request
Select Decline.
The requester receives an email with the rejection.
You can add a personal message to the email.
The request is moved to Declined.
3. Accept a request
Select Accept.
The request is automatically created as a job in Assist.
The job is then handled as usual (owner lookup, details, assigning a driver and so on).
The source of the request is recorded, and the original request can be opened from the job.
The requester receives a confirmation email.
The request is moved to Accepted.
View the request from the job
When you are inside a job, you can see which request the job was created from.
At the top, next to the job number, there is a tag showing the request number (e.g. Req. #11).
Click the tag to open the request and see the details.
This makes it easier to follow up the job and view the original information without having to search through the list of received requests.
Note: If you edit the job, the original request is not changed.
The original request always stays untouched and can be reopened to see the original details.