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.

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).