Resolving Duplicate Work Orders and Repeated Issues

    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 stops duplicate requests from dispatching to service providers. A warning will display — either for a Duplicate Work Order or a Repeated Issue — based on the status of the existing work order.

    About 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.

    How to Resolve a Duplicate Work Order:

    Resolve a Duplicate Work Order

    1. Review the existing work order to determine the duplication.
      • If your request matches the existing work order: click Cancel or the date under Notes to review and add a note.
      • If your request does not match the existing work order: click Next to continue entering your service request as normal.

    About Repeated Issues

    A Repeated Issue occurs when a user attempts to generate a work order for a problem where the work was already completed (typically in the Pending Confirmation, Completed, or Invoiced statuses). A repeated issue is logged in cases where the same problem occurs on the same equipment or asset within 30 days after a service provider has completed the work. 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 will be 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).

    How to Resolve a Repeated Issue:

    Resolve a Repeated Issue

    1. 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:
        1. Check the Repeated Issue box to the right of the existing work order.
        2. Click Next.
        3. Continue entering your service request as normal, and then click Submit.
        4. After the confirmation page appears, click View Open Tickets in the left navigation pane.
        5. Confirm the new work order is flagged as a Possible Recall.

    Resolve a Duplicate Work Order