Troubleshoot a Missing or Stale Repair Order in Inspect or ServiceCart

Use this guide when a Repair Order or Parts Order (RO or PO) or multi-point inspection (MPI) is missing from Inspect tab (ServiceCart), or when an existing record does not reflect the latest Dealer Management System (DMS) information.

Overview

Start by identifying which result you see:

• The RO is absent: You cannot find the RO in Inspect or ServiceCart.
• The RO is present, but no MPI exists: The RO reached myKaarma, but an inspection was not created.
• The RO or MPI is stale: The record exists, but its status, assignment, or details have not updated.

These symptoms can have different causes. Checking them separately helps you avoid unnecessary changes or duplicate work.

Before you start

Gather the RO number and confirm that you can open the same RO in your DMS. You may also need help from a dealership manager who can review customer records, employee mappings, and inspection rules.

Important: Do not recreate or manually delete an inspection while you are troubleshooting. A deleted inspection or voided RO may not return through a normal refresh.

Steps

1. Search for the RO number. Search for the exact RO number in the Inspect tab. Clear any filters that may limit the results to one advisor, department, brand, or status.
   
   
   
   
    
2. Locate the RO in the DMS. Verify that the RO exists in the DMS, is still valid, and has not been voided or closed in a way that prevents further updates.
    
3. Locate the customer record in the DMS. Confirm that the RO has a valid Customer Record and Customer ID Number ("customer key") in the DMS. Internal or Used Vehicle ROs may require a valid default customer when the DMS does not supply a Customer ID Number. 
   
   Below is an example of an default Customer Record for Internal inspections, along with its Customer ID Number (customer key) myKaarma.
   
   
    
4. Check the timing. Allow a few minutes for the integration to process the RO, then refresh the Inspect tab and search again. Avoid repeatedly creating or editing the same record while a sync may still be in progress. Please note: processing time will vary by DMS, and myKaarma's Support Team can confirm the typical processing time on request.
    
5. Review inspection rules. Ask your dealership administrator to compare the RO opcodes with the configured inspection creation and prevention rules. An RO can be present without an MPI when it does not meet a creation rule or matches a prevention rule.
   
   Example: Below is the Creation Rule for an Internal inspection type. Based on the Creation Rule, Internal inspections should be created only when certain opcodes are present. Reciprocally, other inspection types should have Prevention Rules configured with these same opcodes. This will ensure that the inspection is generated for the appropriate inspection type, based on the attached opcode.
   
   
    
6. Review filters and routing. Confirm that the advisor, brand, department, and other configured filters include the RO. Also verify that the advisor’s DMS ID matches the employee number in the DMS (see below).
   
   
    
7. Check dealership hours and order date. Configured operating days, hours, and order-date rules can affect when an eligible RO appears. myKaarma's Support Team can check the operating days and hours on the backend.
    
8. Refresh once after correcting the source data. After you correct the DMS record or configuration, refresh myKaarma > search for the RO again in the Inspect tab. Confirm the result before making another change.

Troubleshooting

Contact myKaarma Support

Contact myKaarma Support when the checks above do not explain the issue, when multiple ROs are affected, or when a voided or deleted record needs review. Include:

• The RO number
• The DMS creation or update time
• The RO status and assigned advisor
• The status of the customer key / Customer ID Number
• The opcodes attached to the RO
• Screenshots of the RO in the DMS and the search result in Inspect or ServiceCart