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Understanding and Resolving Disappearing Notes Issue in Work Orders

Learn how simultaneous edits and auto-save behavior can cause data loss—and how to prevent it using the Work Notes tab.

The Problem

Imagine you're managing a work order—WO #12345—and you encounter a puzzling issue. When you open the work order, everything appears to be in order. However, when you click on the description box to add notes, a peculiar thing happens: as soon as you unclick the box or click save, the notes you just added vanish. This can be incredibly frustrating for users who rely on accurate and accessible information within work orders.

 

Understanding the Cause

To understand why this issue occurs, we need to delve into the technical aspects of the system. ServiceBox employs an auto-save feature on the Work Order screen, which can lead to conflicts when multiple users attempt to edit the same description box simultaneously. Additionally, the system uses a Rich Text Editor component for the description box.

 

The Root Cause

The disappearance of notes in the description box can be attributed to conflicts arising from simultaneous edits. When two users try to edit the description field at the same time, the system may struggle to reconcile the changes made—resulting in one set of edits overriding the other. This happens because the server saves the text based on a specific sequence of events, and if not managed properly, it can lead to lost information.

 

The Solution

Resolving this issue requires a combination of best practices and effective use of system features. Here's what we recommend:

Use the Work Notes Tab:

  • Encourage users to utilize the dedicated Work Notes tab within the work order. This tab serves as a collaborative space where users can safely add, view, and edit notes without the risk of conflict.

  • The Work Notes tab automatically date-stamps entries and associates them with the user who added the note. This ensures a clear record of who made what changes and when, aiding in accountability and transparency.

  • Notes added in the Work Notes tab are easily accessible when printing work orders and/or invoices.

  • Provide training to your team on proper use of the Work Notes tab, and emphasize the importance of avoiding simultaneous edits in the description box.

Conclusion

Our tech team is aware of this issue and is actively working toward a long-term solution. In the meantime, adopting best practices can help you avoid data loss and frustration. By shifting to the Work Notes tab and taking advantage of its datestamp and user stamp features, your team can maintain clear, accurate, and conflict-free records—improving both internal efficiency and customer satisfaction.

Need Help?
Contact support by clicking the Help button in the bottom-right corner of your screen when logged in or email us at support@jobboxsoft.com