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Choosing the problem is the first step in creating a work order. After this step, Service Automation will check previously
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Service Automation checks previous submitted work orders to determine if

the

a problem was

already

reported. This

check

helps to avoid creating duplicate requests

to dispatch a service provider for a problem. In case a similar work order is found in the system,

. While, in cases where a duplicate warning appears and based upon work order information, it offers a listing

out the

of existing work

order

orders as

 

either Duplicate

 

or

 

Repeated Issue

, based on the status of the work order.

.

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Duplicateworkorders
Resolving Duplicate Work Orders

A 

Duplicate Work

Order 

Orders occurs when

a user attempts

you are attempting 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

completed. Perhaps, an individual working the day shift submits a work order followed by an evening shift associate trying to submit the same work order. Typically, works orders are shown as Open or In Progress statuses with a warning detailing the existing work order.

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title⦿ How to Resolve a Duplicate Work Order

Review the existing work order to determine the duplication

.

:

  1. 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
    1. Click the radio button under the Found Duplicate/Repeated WO column to highlight the Duplicate Found button.
    2. Click the Duplicate Found button to submit the request as a duplicate.
  2. If your request
 
  1. does not
 
  1. match the existing work order:
click Next 
    1. Click the Next button to continue entering your service request
as normal
    1. .

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RepeatedIssues
RepeatedIssues
Resolving Repeated Issues

A 

Repeated

Issue 

Issues occurs when

a user attempts

you are attempting 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

of an asset or equipment needing replacement or 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 (NTE) may be set to $0 USD (or a monetary value of ‘zero’ for other currencies).

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title⦿ How to Resolve a Repeated Issue
  1. Review the existing work order to determine the
duplication
  1. repeated issue.
    • 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:
      1. Check the Repeated Issue box to the right of the existing work order.
      2. 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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        1. the Radio button under Found Duplicate/Repeated WO to mark the work order
    2. Click the Duplicate Found button to submit the repeated issue.
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