If you're experiencing issues adding an asset or control number to a work order in HEMS and it isn't appearing in the list when querying active work orders, this troubleshooting guide will help you resolve the problem step-by-step.
Issue Description
Users may find that despite adding an asset/control number to a work order, the asset does not display in the active work orders list when searched or queried in the HEMS system.
Signs
- Asset/control number added to work order but not showing in active work orders list.
- Search results for active work orders do not list the expected asset.
- Potential difficulty locating work orders by asset number due to missing entries.
Basic Troubleshooting Steps
- Verify that the asset/control number has been correctly added and exists in the HEMS inventory database.
- Ensure there are no typos or formatting errors in the asset/control number entered on the work order.
- Check for any active filters or search settings that might limit the visibility of the asset in work order queries.
Known Bug and Workaround
There is a known issue in HEMS where the search results page for active work orders does not reset to the first page after certain queries. This can cause newly added assets to not appear in the list even though they are correctly linked to work orders.
- Navigate to the first page of the work order search results.
- Perform your search for the work order or asset/control number again from the first page.
If Issue Persists
If after following the above steps you are still unable to add or locate an asset/control number on active work orders, please contact support and provide detailed information about your steps to reproduce the issue, including:
- Exact steps taken when adding the asset/control number.
- Screenshots or error messages encountered (if any).
- Browser or device information used when experiencing the problem.
- Any recent system changes or updates before the issue occurred.
Providing these details will help our support team investigate and address the problem more efficiently.
Contacting HEMS Support
For further assistance, please contact our support team through your organization's HEMS administrator or other EQ2 HEMS approved organizational contact. We are committed to ensuring your operations run smoothly with HEMS.