Choosing the problem is the first step in creating a work order. After this step, Service Automation will check previously submitted work orders to determine if the problem was already reported. This check helps avoid creating duplicate requests to dispatch a service provider for a problem. In case a similar work order is found in the system, a duplicate warning appears, listing out the existing work order as Duplicate or Repeated Issue, based on the status of the work order.
Resolving Duplicate Work Orders
A Duplicate Work Order occurs when a user attempts to generate a work order for a problem where a work order already exists, and the work is not yet completed (typically in the Open or In Progress statuses). One common example is when more than one person requests service for the same issue.
After choosing the problem, a warning page will appear detailing the existing work order.
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- Review the existing work order to determine the duplication.
- If your request matches the existing work order: click Cancel to stop creating the work order. You may also review the existing work order and add a Note by opening the Details.
- If your request does not match the existing work order: click Next to continue entering your service request as normal.
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Resolving Repeated Issues
A Repeated Issue occurs when a user attempts to generate a work order for a problem that was resolved within the past 30 days. Note that this warning displays only if the same problem occurs on the same asset or equipment. The listed work orders are typically in the Pending Confirmation,Completed, or Invoiced statuses.
This scenario may be an indicator that either the equipment or asset needs to be replaced or that the service provider did not completely fix the issue.
When an existing work order is flagged as a repeated issue, a new work order is generated and tagged as a Possible Recall. The same service provider is dispatched to fix the issue, and, depending on your configuration, the not-to-exceed amount may be set to $0 USD (or a monetary value of ‘zero’ for other currencies).
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- Review the existing work order to determine the duplication.
- If your request does not match the existing work order: click Next to continue entering your service request as normal.
- If your request matches the existing work order:
- Check the Repeated Issue box to the right of the existing work order.
- Click Next. A message appears at the top of the page stating that the work order has been marked as a possible recall.
- Continue entering your service request as normal, and then click Submit.
- After the confirmation page appears, click the Open Work Orders tab. The list of open work orders appears, with the new work order marked as a Possible Recall.
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