# Requests

## What is it for?

**Requests** is the list where every job in your restaurant flows in (waiter calls, cleaning, faults, jobs staff open in the app). You see who has which job, hand a job to someone else, change its status, and send a reminder to the phone of whoever is running late (**Nudge**). The header shows **Restaurant Management** with your venue name, and the subtitle *"Requests, points and department-based request types"*.

> **How do I open this screen?** In the **Business** section of the left menu, go to **Restaurant → Requests**. If you open the restaurant for the first time, the panel first takes you to the [Venue Setup Wizard](/books/restaurant-solution/page/venue-setup-wizard).

![Restaurant, Requests in the left menu](https://help.useroam.com/uploads/images/gallery/2026-09/rs-menu-en.png)

## When do I use it?

- To see waiting jobs and who has them during the day.
- To give a job to another staff member or fix its status by hand.
- To remind the person responsible with a notification.
- To enter a request that came by phone or in person.

## Before you start

- Your request types should be linked to a department ([Request Types](/books/restaurant-solution/page/request-types)). A request with no department still goes to the least busy staff member, but not to the right team.
- Staff who take jobs must be added on the [Staff](/books/bumerang-guide/page/staff) screen with a department. They see jobs in the [Useroam Go](/books/useroam-go-staff-app/page/what-is-useroam-go) app.

## Top of the screen: status summary

The top card tells you the restaurant's current state in one sentence, with numbers beside it. It shows a single verdict, in this order of priority:

![Status summary card](https://help.useroam.com/uploads/images/gallery/2026-09/rs-ozet-en.png)

<table id="bkmrk-verdictwhen-it-appea"><thead><tr><th>Verdict</th><th>When it appears</th><th>What to do</th></tr></thead><tbody><tr><td>*Out-of-range measurement, check now* (red)</td><td>A measurement task went outside its limits today.</td><td>Check the red time on [Operations → Daily Tasks](/books/restaurant-solution/page/operations).</td></tr><tr><td>*A point is out of order, prioritise it* (red)</td><td>At least one point is **Out of order**.</td><td>Open the red box on Operations → Points.</td></tr><tr><td>*There are overdue tasks* (orange)</td><td>A task's time has passed and it is not done.</td><td>Remind the person responsible.</td></tr><tr><td>*A waiting request is overdue* (orange)</td><td>A waiting request is older than 30 minutes.</td><td>Give it to someone in the list or click **Nudge**.</td></tr><tr><td>*Open work* (orange)</td><td>A dirty point or a waiting request exists.</td><td>Normal working state.</td></tr><tr><td>*All good* (green)</td><td>No open work.</td><td>-</td></tr></tbody></table>

The numbers on the right: **Points** (total), **Dirty**, **Out of order**, **Waiting**, **In progress**, **Oldest waiting** (minutes) and **Daily tasks** (done today / total time slots, percent).

## Tabs

- **Requests:** this page.
- **Operations:** daily tasks, points and the report are on a separate screen; this tab takes you there ([Operations](/books/restaurant-solution/page/operations)).
- **Settings:** sub-tabs [Request Types](/books/restaurant-solution/page/request-types), [SLA](/books/restaurant-solution/page/sla) and [General](/books/restaurant-solution/page/settings).
- **Setup wizard** on the right opens the wizard.

## Request list

By default the list shows only open requests. Use the buttons at the top to change the filter: **Open** (waiting and in progress), **Closed** (completed and cancelled), **All**. The newest 200 requests are listed.

![Request list with Open, Closed, All filters](https://help.useroam.com/uploads/images/gallery/2026-09/rs-liste-en.png)

<table id="bkmrk-columnwhat-it-shows-"><thead><tr><th>Column</th><th>What it shows</th></tr></thead><tbody><tr><td>**Date**</td><td>Day and time the request was opened.</td></tr><tr><td>**Job**</td><td>The request type. Below it: the description, an **Opened by:** line when a staff member opened it in the app, and photos: a red-framed thumbnail is *Malfunction (before)*, a green-framed one *Resolved (after)*. Requests that match an automation rule get a supplier badge (see below).</td></tr><tr><td>**Where**</td><td>Table or point name (for example `Table 5`, `Bar`). A dash if there is no place.</td></tr><tr><td>**Assigned to**</td><td>The person who took or was given the job, with the department below. If nobody, a red **Unassigned**.</td></tr><tr><td>**Status**</td><td>**Waiting** (orange), **In progress** (blue), **Completed** (green), **Cancelled** (grey).</td></tr><tr><td>Last column</td><td>**Assign to?** box, status box, **Save**, and **Nudge** on open jobs.</td></tr></tbody></table>

## Step by step: give a job to someone else

1. On the request's row, pick the person in **Assign to?**. If needed, change the status in the box next to it (for example **In progress** or **Completed**), then click **Save**. The new person gets a new-job notification on their phone; if someone had already taken the job, they are told it moved to someone else. Setting **Completed** or **Cancelled** closes the request and moves it to the **Closed** filter. ![Choosing a person in Assign to and Save](https://help.useroam.com/uploads/images/gallery/2026-09/rs-kime-en.png)

Note: **Assign to?** lists the active staff of this venue. The names in the picture are examples.

## Step by step: nudge the person responsible

1. On an open request (waiting or in progress) that is assigned to someone, click the yellow **Nudge** button. The person gets a reminder notification and the top of the page says *"Reminder notification sent."*![Nudge button and automation badge](https://help.useroam.com/uploads/images/gallery/2026-09/rs-durt-en.png)

- You can nudge the same request once every 5 minutes. Too early and you see *"A reminder was already sent for this request in the last 5 minutes. Please try again shortly."*
- **Nudge** does not appear if nobody has the request. If you see *"This request is not assigned to anyone. First pick a person in the row and save."*, choose someone in **Assign to?** first.

## Automation badge (notice to a support company)

If you set up a rule on the [Automation](/books/restaurant-solution/page/automation) screen, a matching request shows a line with the company name in the **Job** column:

- Green *"Company · Sent 25.09 22:14"*: the e-mail to the company was queued.
- Blue **Company: Notify company** button: the rule runs **with approval**. Click it to notify the company; you come back to the same page and the line turns green.
- Red *"Company · Not sent"*: the e-mail could not be prepared. See the reason in the **Recent sends** table on the Automation screen.

## Step by step: open a new request from the panel

1. Click **New request** at the top right. ![New request button](https://help.useroam.com/uploads/images/gallery/2026-09/rs-yeni-btn-en.png)
2. In the window, in order: choose the request type in **1. What happened?**. Choose the point in **2. Where?** (or **No specific place**). Type a short note in **3. Description (optional)** (for example `Glass broken near table`). In **4. Who should do it?** pick someone or leave **Automatic: least busy person now**. ![New request window](https://help.useroam.com/uploads/images/gallery/2026-09/rs-yeni-modal-en.png)
3. If the place is not listed, choose **+ Add a new point** at the bottom of **2. Where?** and type the name in the box that appears (for example `Terrace`). The point is saved and shows in lists from then on. ![Add a new point option](https://help.useroam.com/uploads/images/gallery/2026-09/rs-yeni-nokta-en.png)
4. Click **Open request**. The top says *"Request created."* If you picked nobody, the job goes to the staff member in that department with the least work right now, with a phone notification; if the department has nobody, it goes to the least busy person among all staff. If you have an automation rule, the notice to the support company also runs now. ![Open request button](https://help.useroam.com/uploads/images/gallery/2026-09/rs-talebi-ac-en.png)

## Every field and button

<table id="bkmrk-field-%2F-buttonwhat-i"><thead><tr><th>Field / Button</th><th>What it does</th><th>Example</th></tr></thead><tbody><tr><td>**Open** / **Closed** / **All**</td><td>Filters the list.</td><td>Open</td></tr><tr><td>**New request**</td><td>Opens the new request window.</td><td>-</td></tr><tr><td>**Assign to?**</td><td>Who gets the job. If different from the current owner, the job is handed over.</td><td>Ayşe Yılmaz</td></tr><tr><td>Status box</td><td>Waiting / In progress / Completed / Cancelled.</td><td>In progress</td></tr><tr><td>**Save**</td><td>Saves the row's person and status.</td><td>-</td></tr><tr><td>**Nudge**</td><td>Sends a reminder to the person responsible (once every 5 minutes).</td><td>-</td></tr><tr><td>**Notify company**</td><td>Sends the e-mail for a rule that needs approval.</td><td>-</td></tr><tr><td>Photo thumbnail</td><td>Opens the photo in a new tab.</td><td>-</td></tr><tr><td>Window: **1. What happened?**</td><td>Request type (required).</td><td>Cleaning</td></tr><tr><td>Window: **2. Where?**</td><td>Point; sub-points are indented. **+ Add a new point** asks for a name (`E.g. Terrace`).</td><td>Bar</td></tr><tr><td>Window: **3. Description (optional)**</td><td>Note, up to 300 characters.</td><td>`E.g. stove does not light`</td></tr><tr><td>Window: **4. Who should do it?**</td><td>A person or **Automatic: least busy person now**, with the hint *"If you pick nobody, the job goes to the staff member with the fewest open jobs and they get a phone notification."*</td><td>Automatic</td></tr><tr><td>**Open request**</td><td>Creates the request.</td><td>-</td></tr></tbody></table>

## Messages you may see

<table id="bkmrk-messagemeaning-and-w"><thead><tr><th>Message</th><th>Meaning and what to do</th></tr></thead><tbody><tr><td>*Saved.*</td><td>The row change was saved.</td></tr><tr><td>*Request created.*</td><td>The new request was created and assigned.</td></tr><tr><td>*Reminder notification sent.*</td><td>Nudge worked.</td></tr><tr><td>*A reminder was already sent for this request in the last 5 minutes...*</td><td>Try again in a few minutes.</td></tr><tr><td>*This request is not assigned to anyone...*</td><td>First pick a person in **Assign to?** and click **Save**.</td></tr><tr><td>*Invalid request type.*</td><td>The type was deleted. Refresh and choose again.</td></tr><tr><td>*No requests yet.*</td><td>No requests in the selected filter. Try **All**.</td></tr><tr><td>*Company · Not sent*</td><td>The automation e-mail could not be prepared; see Automation → Recent sends.</td></tr></tbody></table>

## Other on-screen texts

The hints, counters, waiting and status texts below appear on screen as written (numbers and names are examples; "..." is replaced with your data).

- *Restaurant created.*
- *Start the restaurant module*
- *Enter the business name; request types come ready, linked to your departments.*
- *Sends a reminder notification to the phone of the person responsible for this job.*
- *A notification is created when a request is not picked up or completed within the set time. The check runs every 5 minutes.*

## Frequently asked questions

### Where do guest requests come from?

In a restaurant guests use **Call waiter** and **Request the bill** in the QR menu; these land on the [Operations Screen (Calls and Orders)](/books/restaurant-solution/page/operations-screen-calls-and-orders). This list gets jobs staff open in the app, jobs you open in the panel, point status changes (for example setting a point to **Out of order**) and requests opened automatically when a measurement goes out of range.

### Why did the Unassigned requests go to nobody?

If the venue had no active staff when the request was opened, it stays in the pool. Pick someone in **Assign to?** and save.

### Staff closed the request in the app but it still looks open here.

Refresh the page; the list does not refresh by itself.

### Can I reopen a closed request?

Yes. Under **Closed**, set the status to **Waiting** or **In progress** and click **Save**.

### Can staff open requests?

Managers always can. For other staff to open requests in the app, turn on the setting on the [Staff](/books/bumerang-guide/page/staff) screen. Details: [Useroam Go: Requests](/books/useroam-go-staff-app/page/requests).

## Related pages

- [Request Types](/books/restaurant-solution/page/request-types) · [SLA](/books/restaurant-solution/page/sla) · [Settings (General)](/books/restaurant-solution/page/settings)
- [Operations](/books/restaurant-solution/page/operations) · [Automation](/books/restaurant-solution/page/automation)
- [Role Guide: Restaurant Manager](/books/useroam-go-staff-app/page/role-guide-restaurant-manager)