Use this guide when a ticket appears on KDS but its station, items, status, or timing looks wrong. If the entire order is missing, use Orders do not appear on KDS instead.
Identify the ticket type first
Read the ticket label before treating it as a duplicate:
- New is the original production work.
- Update contains a change to work already submitted.
- Remake is intentionally refired work.
Match the order or pickup number, service type, fired time, and item names to the POS order. An update or remake can resemble a second ticket but represents a different kitchen action.
If a ticket is on the wrong station
- Confirm the KDS is using the correct store.
- Check the station selector. Select the intended prep station for normal production or All stations for an expo and diagnostic view.
- Identify whether every item or only specific items are misplaced.
- For specific items, review their product or category prep-station mapping.
- For the whole ticket, review the KDS station assignment and routing rules.
- Place one controlled test order after saving routing changes.
Do not leave a production KDS on All stations merely to hide a routing problem. That view is useful for diagnosis, but each prep station should still receive the correct work.
If items are missing from an existing ticket
- Open the POS order and confirm the missing items were submitted or fired, not left as unsent cart changes.
- Look for a separate Update ticket containing the later change.
- Clear view filters and check completed history in case the item or ticket was already marked ready or bumped.
- Compare the affected item's prep-station mapping with an item that routed correctly.
Do not fire the full order again before checking for an update. Use Remake only when the kitchen truly needs to produce the item again.
If readiness looks wrong
Item-ready, section-ready, All ready, and ticket bump are separate actions. On a segmented ticket, one station can complete its section while another section remains active. Check the selected station and remaining item states before recalling or remaking work.
If a completed ticket was bumped too early, use the immediate Undo action when available or open history and choose Recall. Recall restores completed work to the board; Remake creates new production work.
If the board is stale or out of order
- Check the connection indicator and device heartbeat.
- Confirm the device clock and timezone are reasonable.
- Refresh once and wait for the board to reconnect.
- Review active tickets and completed history before firing anything again.
- Compare the POS submitted state with the KDS ticket state.
Repeatedly firing an order during reconnection can create confusing updates or remakes and should not be used as a refresh method.
Record evidence before escalation
Capture the order number, store, POS device, KDS device, selected station, ticket type, time fired, affected item names, connection state, and a screenshot of both the ticket and station selector. Never include card data or other payment credentials.