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← WO Overview

WO-01233377 ↗ ServiceMax

CVS • Preventive Maintenance • PSM

📍 CVS - CVS-03188 — One South Commercial Street, Harrisburg IL, 62946

Jan 2, 2025 → Sep 16, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2025 · Target: Jan 31, 2025
✗ SLA Missed (224 biz days late)
Active: 245 biz days
Paused: 181 biz days
🕐 Clock stopped: Tech Off Site (Sep 16, 2026)
236d
▶ Clock Running
Status: Created
Jan 2 → Dec 12, 2025
236 business days (counted)
Running total: 236 of ? biz days used
⏸181d
⏸ Clock Paused
Status: Ready for Release
Dec 12 → Sep 2, 2026
181 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Sep 2 → Sep 2, 2026
0 business days (counted)
Running total: 236 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 2 → Sep 2, 2026
0 business days (counted)
Running total: 236 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 2 → Sep 16, 2026
9 business days (counted)
Running total: 245 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 16 → Sep 16, 2026
0 business days (counted)
Running total: 245 of ? biz days used
Created: Jan 2, 2025 Tech Off Site: Sep 16, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jan 2 → Dec 12 Created ▶ Running 236 236
Dec 12 → Sep 2 Ready for Release ⏸ Paused 181 —
Sep 2 → Sep 2 Ready for Scheduling ▶ Running 0 236
Sep 2 → Sep 2 Assigned ▶ Running 0 236
Sep 2 → Sep 16 Scheduled ▶ Running 9 245
Sep 16 → Sep 16 Tech On Site ▶ Running 0 245
Holding 418.2d (excluded)
Coordinators 9.5d
Field Work 0.9d
Billing 13.5d
✗ SLA Missed
Holding (excluded from total)
418.2 days
Coordinators
9.5 days
Over SLA
Field Work
0.9 days
Billing
13.5 days
Over SLA
Created: Jan 2, 2025 Due: Dec 31, 2026 Completed: Sep 17, 2026 (105 days early)
📅
426.5 days Total Age
⏱️
236.5d in On Hold Longest Stage
🔄
14 transitions Status Changes
⚠️
17.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Completed with significant delays
Invoiced • 657 days old
🚨
Primary Delay 236.5 days stuck in "On Hold"
⏱️
Total Delay 17.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
236.5d
Ready for Release
181.7d
Ready for Scheduling
0.1d / 1.0d SLA
Scheduled
9.4d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
0.8d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.5d / 1.0d SLA
Ready to Bill
11.9d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
WO Correction Needed
1.6d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/8/26 CDempsey- Notified Brian of correction needed. This is the 4th or 5th correction where he is missing his labor entries, however, they are on his phone just not syncing over.


9.17.26 hshaw - missing Labor Travel both ways & PM

🔧 Work Performed
PM Completed
🔍 Technician Findings
Unit in service
⚠️ Problem Description
Please Perform PM: PM Checklist can be found as a link in the work order under WO actions If Kiosk is not on the Sales floor request to speak to a manager to find out if kiosk is being stored in the back room or if it was disposed. Offer to help bring the kiosk to the salesfloor or advise that EMSAR can replace a disposed kiosk. If store does not want to bring the kiosk out of storage or if kiosk was disposed, close out work order with Repair code '37 Store intervention required' and document who you spoke with and outcome of conversation. Labor line shall be a trip charge. ***Important: Please make sure to document if kiosk is disposed or in storage*** If kiosk fails a PM, checklist is still required to be completed. Please use Code 35 - Follow up needed and detail in the Tech Findings, Work Performed and Final condition the result and cause for a follow up. Close out the work order. Dispatch will create a follow up repair work order to send parts.
📄 Description
Model 300 with Backboard

Timeline

📋
Work Order Created Jan 2, 3:15 PM
Work Order: WO-01233377
Type: Preventive Maintenance
Priority: PSM
🚨 237.0 business days
✅
Status: Ready for Release by Stephanie Ramen Dec 12, 1:08 PM
From: On Hold
To: Ready for Release
Duration in Previous: 343d 21h
🚨 182.0 business days
📅
Status: Ready for Scheduling by Rhea Berry Sep 2, 3:47 PM
From: Ready for Release
To: Ready for Scheduling
Duration in Previous: 264d 1h
👷
▶
3 Technician Assigned Sep 2, 4:40 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 52m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-09-08T19:00:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Sep 3, 9:16 AM
Scheduled For: 2026-09-12T18:30:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Sep 3, 12:10 PM
Scheduled For: 2026-09-16T18:00:00.000+0000
⚠️ 9.0 business days
🔧
Status: Tech On Site by Brian Williams Sep 16, 1:05 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 13d 20h
🚗
2x Travel Added Sep 16, 1:20 PM
Type: Travel
Status: Open
Qty: 125, 86
🚗
Status: Tech Off Site by Brian Williams Sep 16, 1:31 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 25m
✔️
▶
2 Status: Completed Sep 16, 8:05 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Brian Williams
From: Completed
To: Closed
Duration in Previous: 1m
📄
Status: Ready to Bill by Timothy Amburgey Sep 17, 8:30 AM
From: Closed
To: Ready to Bill
Duration in Previous: 12h 23m
💵
▶
2 Status: Billing Review Sep 17, 3:23 PM
Status: Billing Review → Status: WO Correction Needed
✏️
Status: WO Correction Needed by Hannah Shaw
From: Billing Review
To: WO Correction Needed
Duration in Previous: 1m
⏳ 2.0 business days
⏱️
▶
2 3x Labor Added Sep 18, 3:45 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Craig Dempsey
From: WO Correction Needed
To: Closed
Duration in Previous: 1d 0h
⏳ 2.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Sep 21, 8:48 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 17h
🚨 11.0 business days
📨
Status: Invoice Pending by Hannah Shaw Oct 5, 5:18 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 14d 8h
🧾
▶
2 Invoice Created Oct 5, 5:28 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 10m

Bottlenecks

Scheduled
Duration: 9.4 business days (threshold: 2.0 business days)
Exceeded by 7.4 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.2 business hours
Ready to Bill
Duration: 11.0 business days (threshold: 1.0 business days)
Exceeded by 10.0 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Brian Williams
Scheduled
Sep 16, 2:00 PM
Created
Jan 2, 3:15 PM
Invoice #
SM-274428

Work Details (5)

Name Type Status Qty Amount Date
WL-03384766 Travel Open 125 $0.00 Sep 16, 1:20 PM
WL-03384767 Travel Open 86 $0.00 Sep 16, 1:20 PM
WL-03389752 Labor Open 2 $0.00 Sep 18, 3:45 PM
WL-03389753 Labor Open 1 $194.25 Sep 18, 3:45 PM
WL-03389754 Labor Open 2.5 $0.00 Sep 18, 3:45 PM

Details