System and method for eliminating an unnecessary dispatch of a service technician

A system for eliminating unnecessary dispatches, comprising:

• a service order control system:
• receive service requests from a source;
• and
• generate a service order based on one of the service requests from the source;
• a work management center:
• receiving the service order from the service order control system;
• determining that the service order requires a dispatch of a service technician;
• and
• in response to determining that the service order requires a dispatch, generate a dispatch order corresponding to the service for the dispatch and place the dispatch order in a queue for execution;
• and
• a trap service order system:
• receiving a duplicate of the service order from the service control system;
• after the work management center places the dispatch order in a queue for execution, determining whether the service order requires a dispatch of a service technician;
• selecting a set of predefined criteria for determining whether the service order is likely to cause an unnecessary dispatch based on the source of the service request associated with the service order;
• in response to determining that the service order requires a dispatch, determine whether the service order meets a set of predefined criteria that indicates the service order is likely to cause an unnecessary dispatch;
• in response to determining that the service order meets the set of predefined criteria, then further examine the service order to determine whether the dispatch is unnecessary;
• in response to determining that the dispatch is unnecessary, then determine whether the dispatch of a service technician associated with the dispatch order in the queue is scheduled to occur within a predetermined time period;
• and
• in response to determining that the dispatch is scheduled to occur within the predetermined time period, then communicate with the work management center to place the dispatch order on hold.

A system for eliminating unnecessary dispatches, comprising:

• a service order control system:
• receiving service requests from the source;
• generating a service order based on one of the service requests from the source;
• and
• generating a corrected service order in response to a communication from a trap service order system;
• a work management center:
• receiving the service order from the service order control system;
• determining that the service order requires a dispatch of a service technician;
• in response to determining that the service order requires a dispatch of a service technician, generating a dispatch order for the dispatch and place the dispatch order in a queue for execution;
• receiving the corrected service order from the service order control system;
• determining whether the corrected service order corresponds to the dispatch order;
• and
• in response to determining that the corrected service order corresponds to the dispatch order, canceling the dispatch order;
• and
• the trap service order system:
• receiving a duplicate of the service order from the service control system;
• after the work management center places the dispatch order in the queue for execution, determining whether the service order requires a dispatch of a service technician;
• selecting a set of predefined criteria for determining whether the service order is likely to cause an unnecessary dispatch based on the source of the service request associated with the service order;
• in response to determining that the service order requires the dispatch of the service technician, comparing a service order type and information in the selected field of the service order with the set of predefined criteria that indicates the service order is likely to cause an unnecessary dispatch;
• in response to determining that the service order type and information in the selected field of the service order meet the set of predefined criteria, further examining the service order to determine whether the dispatch is unnecessary;
• in response to determining that the dispatch is unnecessary, determining whether the dispatch of a service technician associated with the dispatch order in the queue is scheduled to occur within a predetermined time period;
• and
• in response to determining that the dispatch is scheduled to occur within the predetermined time period, communicating with the work management center to place the dispatch order on hold and communicate with the service order control system to generate the corrected service order.