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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01284431 ↗ ServiceMax

PLANNED PARENTHOOD OF GREATER NEW YORK • Depot • PSM

📍 JOHNSTOWN PLANNED PARENTHOOD — 400 N PERRY STREET, JOHNSTOWN NY, 12095

Jun 26, 2025 → Jan 26, 2026

✅ Completed
PSM
SLA Clock
Last business day of June 2025 · Target: Jun 30, 2025
✗ SLA Missed (104 biz days late)
Active: 107 biz days
Paused: 36 biz days
🕐 Clock stopped: Invoiced (Jan 26, 2026)
▶ Clock Running
Status: Created
Jun 26 → Jun 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jun 26 → Jun 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jun 26 → Jun 27, 2025
1 business day (not counted)
▶ Clock Running
Status: Reschedule
Jun 27 → Jun 30, 2025
1 business day (counted)
Running total: 1 of ? biz days used
63d
▶ Clock Running
Status: On Hold
Jun 30 → Sep 29, 2025
63 business days (counted)
Running total: 64 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 29 → Oct 3, 2025
4 business days (counted)
Running total: 68 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 3 → Oct 3, 2025
0 business days (not counted)
▶ Clock Running
Status: Reschedule
Oct 3 → Oct 8, 2025
3 business days (counted)
Running total: 71 of ? biz days used
34d
▶ Clock Running
Status: On Hold
Oct 8 → Dec 1, 2025
34 business days (counted)
Running total: 105 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Dec 1 → Dec 10, 2025
7 business days (not counted)
▶ Clock Running
Status: On Hold
Dec 10 → Dec 11, 2025
1 business day (counted)
Running total: 106 of ? biz days used
⏸28d
⏸ Clock Paused
Status: Awaiting Parts
Dec 11 → Jan 23, 2026
28 business days (not counted)
▶ Clock Running
Status: Assigned
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 106 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 23 → Jan 23, 2026
0 business days (not counted)
▶ Clock Running
Status: Reschedule
Jan 23 → Jan 26, 2026
1 business day (counted)
Running total: 107 of ? biz days used
Created: Jun 26, 2025 Invoiced: Jan 26, 2026
Show SLA Clock Detail (15 periods)
Period Status Clock Biz Days Running Total
Jun 26 → Jun 26 Created ▶ Running 0 0
Jun 26 → Jun 26 Assigned ▶ Running 0 0
Jun 26 → Jun 27 Awaiting Parts ⏸ Paused 1 —
Jun 27 → Jun 30 Reschedule ▶ Running 1 1
Jun 30 → Sep 29 On Hold ▶ Running 63 64
Sep 29 → Oct 3 Tech On Site ▶ Running 4 68
Oct 3 → Oct 3 Awaiting Parts ⏸ Paused 0 —
Oct 3 → Oct 8 Reschedule ▶ Running 3 71
Oct 8 → Dec 1 On Hold ▶ Running 34 105
Dec 1 → Dec 10 Awaiting Parts ⏸ Paused 7 —
Dec 10 → Dec 11 On Hold ▶ Running 1 106
Dec 11 → Jan 23 Awaiting Parts ⏸ Paused 28 —
Jan 23 → Jan 23 Assigned ▶ Running 0 106
Jan 23 → Jan 23 Awaiting Parts ⏸ Paused 0 —
Jan 23 → Jan 26 Reschedule ▶ Running 1 107
Dispatch 0.0d
Material Management 38.6d
Holding 99.6d (excluded)
Coordinators 7.2d
Field Work 4.9d
Billing 15.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
38.6 days
Over SLA
Holding (excluded from total)
99.6 days
Coordinators
7.2 days
Over SLA
Field Work
4.9 days
Over SLA
Billing
15.0 days
Over SLA
Created: Jun 26, 2025 Due: Oct 20, 2025 Completed: Jan 26, 2026 (97 days late)
📅
144.0 days Total Age
⏱️
63.6d in On Hold Longest Stage
🔄
18 transitions Status Changes
⚠️
52.1d over Total Delay
📦
6 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00504630
Needs quote
Closed
Q-00028740 Follow up to WO-01267852 "Monitor is not functioning correctly. Display illegible" ADC - AD View 2 Asset ID: 13208400 Serial #: M00095241 Depot - Evaluation / repair / calibration / PM https://www.ebiotrack.com/omnicor/workorder.php?wo=6791
Priority
Standard
Origin
Email
Reason
New Case
Contact
Aubrey Capraro
Owner
Kimberly Hardison
Created
Jun 24, 2025
Work Orders from this Case (1)
WO-01284431 (current) Invoiced
Depot • Ryan Schwochow
Created: Jun 26, 2025 • Closed: Jan 26, 2026
Completed with significant delays
Invoiced • 413 days old
🚨
Primary Delay 63.6 days stuck in "On Hold"
⏱️
Total Delay 52.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Assigned
0.2d / 0.5d SLA
Awaiting Parts
38.6d / 3.0d SLA
Reschedule
7.0d / 2.0d SLA
On Hold
99.6d
Tech On Site
4.9d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
15.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/23-RS; Device was lost in transit - replaced device due to UPS Claim - non billable for replacement device


10/8-RS: Unit is at MFG for repair

  • 1Z01E3E70396559907 - Delivered10/6/2025

Submitting claim - Your shipment

1Z1637880304760601


says it was Delivered On

  • Tuesday, October 21 at 10:55 A.M. - Inside Delivery unit was not delivered and no Hudson works here

10/3 SKLEIN - Sent unit into Manufacture ADC for evaluation and possible repairs.


6/30-RS; On hold awaiting equipment

🔧 Work Performed
Repair completed. Shipping device back to site
🔍 Technician Findings
Was able to duplicate issue. Unit powered up, but display is not illuminating correctly and no function can be done on unit...
⚠️ Problem Description
Q-00028740 Follow up to WO-01267852 "Monitor is not functioning correctly. Display illegible" ADC - AD View 2 Asset ID: 13208400 Serial #: M00095241 Depot - Evaluation / repair / calibration / PM https://www.ebiotrack.com/omnicor/workorder.php?wo=6791

Timeline

📞
Case Linked Jun 24, 10:14 AM
Case Number: 00504630
Subject: Needs quote
Status: Closed
⏳ 3.0 business days
📋
▶
3 Work Order Created Jun 26, 12:09 PM
Work Order Created → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kimberly Hardison
Technician: a0h8Y00000Jzl1WQAR, Ryan Schwochow
👷
Status: Assigned by Kimberly Hardison
From: Entered
To: Assigned
Duration in Previous: 0m
📦
▶
2 Parts Requested Jun 26, 1:40 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Ryan Schwochow
From: Assigned
To: Awaiting Parts
Duration in Previous: 1h 30m
📦
▶
3 Parts Requested Jun 27, 11:20 AM
Parts Requested → 2x Parts Added → Status: Reschedule
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
🔄
Status: Reschedule by Emily Wilson
From: Awaiting Parts
To: Reschedule
Duration in Previous: 21h 39m
⏳ 2.0 business days
⏸️
Status: On Hold by Ryan Schwochow Jun 30, 3:09 PM
From: Reschedule
To: On Hold
Duration in Previous: 3d 3h
🚨 64.0 business days
🔧
Status: Tech On Site by Ryan Schwochow Sep 29, 12:39 PM
From: On Hold
To: Tech On Site
Duration in Previous: 90d 21h
⚠️ 5.0 business days
📦
▶
2 Parts Requested Oct 3, 2:58 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Samuel Klein
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 4d 2h
🔄
▶
2 Status: Reschedule Oct 3, 3:58 PM
Status: Reschedule → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
⏸️
Status: On Hold by Ryan Schwochow Oct 8, 3:38 PM
From: Reschedule
To: On Hold
Duration in Previous: 4d 23h
🚨 35.0 business days
📦
▶
2 Parts Requested Dec 1, 1:44 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Ryan Schwochow
From: On Hold
To: Awaiting Parts
Duration in Previous: 53d 23h
⚠️ 8.0 business days
⏸️
Status: On Hold by Ryan Schwochow Dec 10, 3:42 PM
From: Awaiting Parts
To: On Hold
Duration in Previous: 9d 1h
📦
▶
2 Parts Requested Dec 11, 8:22 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Ryan Schwochow
From: On Hold
To: Awaiting Parts
Duration in Previous: 16h 40m
🚨 29.0 business days
⏱️
▶
3 3x Labor Added Jan 23, 2:32 PM
3x Labor Added → Status: Assigned → Technician Assigned
👷
Status: Assigned by Ryan Schwochow
From: Awaiting Parts
To: Assigned
Duration in Previous: 43d 6h
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
📦
▶
2 Parts Requested Jan 23, 2:38 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Ryan Schwochow
From: Assigned
To: Awaiting Parts
Duration in Previous: 2m
💵
▶
2 Expenses Added Jan 23, 2:46 PM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 8m
⏳ 2.0 business days
🏁
Status: Closed by Ryan Schwochow Jan 26, 10:33 AM
From: Reschedule
To: Closed
Duration in Previous: 2d 19h
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Jan 28, 10:05 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 23h
🚨 15.0 business days
📨
▶
2 Status: Invoice Pending Feb 18, 6:13 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 107.7 business days
🧾
Invoice Created Jul 22, 11:08 AM
Invoice Number: SM-254324

Bottlenecks

Tech On Site
Duration: 4.9 business days (threshold: 1.0 business days)
Exceeded by 3.9 business days
Reschedule
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Awaiting Parts
Duration: 7.7 business days (threshold: 3.0 business days)
Exceeded by 4.7 business days
Awaiting Parts
Duration: 29.0 business days (threshold: 3.0 business days)
Exceeded by 26.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 15.0 business days (threshold: 1.0 business days)
Exceeded by 14.0 business days

🔗 Related Artifacts

📞
Case 00504630
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📦
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📦
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📦
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ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Depot
Branch
N/A
Technician
Ryan Schwochow
Scheduled
N/A
Created
Jun 26, 12:09 PM
Invoice #
SM-254324

Work Details (7)

Name Type Status Qty Amount Date
WL-02846591 Parts Open 1 $1.47 Jun 27, 11:20 AM
WL-02846598 Expenses Open 1 $14.12 Jun 27, 11:20 AM
WL-02959419 Expenses Open 1 $29.08 Oct 3, 3:59 PM
WL-03076827 Labor Open 2 $298.00 Jan 23, 2:32 PM
WL-03076826 Parts Open 1 $0.00 Jan 23, 2:32 PM
WL-03076828 Parts Open 1 $239.66 Jan 23, 2:33 PM
WL-03076848 Expenses Open 1 $22.18 Jan 23, 2:46 PM

Details