- Review the existing work order to determine the repeated issue.
- If your request does not match the existing work order click Next to continue entering your service request.
- If your request matches the existing work order:
- Check the Repeated Issue box to the right of the existing work order.
- Click the Radio button under Found Duplicate/Repeated WO to mark the work order
- Click the Duplicate Found button to submit the repeated issue.
Resolving Duplicate Work Orders and Repeated Issues in Dashboard 2.0
Service Automation checks previous submitted work orders to determine if a problem was reported. This helps to avoid creating duplicate requests. While, in cases where a duplicate warning appears and based upon work order information, it offers a listing of existing work orders as either Duplicate or Repeated Issue.
Resolving Duplicate Work Orders
Duplicate Work Orders occurs when you are attempting to generate a work order for a problem where a work order already exists and the work is not 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.
⦿ How to Resolve a Duplicate Work Order
Review the existing work order to determine the duplication:
- If your request matches the existing work order:
- Click the radio button under the Found Duplicate/Repeated WO column to highlight the Duplicate Found button.
- Click the Duplicate Found button to submit the request as a duplicate.
- If your request does not match the existing work order:
- Click the Next button to continue entering your service request.
Resolving Repeated Issues
Repeated Issues occurs when you are attempting to generate a work order for a problem that was resolved within the past 30 days. This scenario may be an indicator 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).
⦿ How to Resolve a Repeated Issue
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