Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01286602 ↗ ServiceMax

MOPEC • Repair • P7

📍 Virginia Commonwealth — 1101 E Marshall Street/Room 10-001, Richmond VA, 23298

Jul 7, 2025 → Feb 18, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Jul 16, 2025
✗ SLA Missed (47 biz days late)
Active: 54 biz days
Paused: 99 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Feb 18, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Jul 7 → Jul 7, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 7 → Jul 11, 2025
4 business days (counted)
Running total: 4 of 7 biz days used
▶ Clock Running
Status: Assigned
Jul 11 → Jul 14, 2025
1 business day (counted)
Running total: 5 of 7 biz days used
▶ Clock Running
Status: Scheduled
Jul 14 → Jul 18, 2025
4 business days (counted)
Running total: 9 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Jul 18 → Jul 18, 2025
0 business days (counted)
Running total: 9 of 7 biz days used
▶ Clock Running
Status: Reschedule
Jul 18 → Jul 18, 2025
0 business days (counted)
Running total: 9 of 7 biz days used
▶ Clock Running
Status: Scheduled
Jul 18 → Jul 21, 2025
1 business day (counted)
Running total: 10 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Jul 21 → Jul 22, 2025
1 business day (counted)
Running total: 11 of 7 biz days used
⏸99d
⏸ Clock Paused
Status: Awaiting Parts
Jul 22 → Dec 15, 2025
99 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 15 → Dec 31, 2025
11 business days (counted)
Running total: 22 of 7 biz days used
32d
▶ Clock Running
Status: Assigned
Dec 31 → Feb 18, 2026
32 business days (counted)
Running total: 54 of 7 biz days used
Created: Jul 7, 2025 Completed: Feb 18, 2026
Business Days Used 54 / 7
0 7d budget +47d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Jul 7 → Jul 7 Created ▶ Running 0 0 / 7
Jul 7 → Jul 11 Ready for Scheduling ▶ Running 4 4 / 7
Jul 11 → Jul 14 Assigned ▶ Running 1 5 / 7
Jul 14 → Jul 18 Scheduled ▶ Running 4 9 / 7
Jul 18 → Jul 18 Tech On Site ▶ Running 0 9 / 7
Jul 18 → Jul 18 Reschedule ▶ Running 0 9 / 7
Jul 18 → Jul 21 Scheduled ▶ Running 1 10 / 7
Jul 21 → Jul 22 Tech On Site ▶ Running 1 11 / 7
Jul 22 → Dec 15 Awaiting Parts ⏸ Paused 99 —
Dec 15 → Dec 31 Ready for Scheduling ▶ Running 11 22 / 7
Dec 31 → Feb 18 Assigned ▶ Running 32 54 / 7
Dispatch 0.0d
Material Management 100.0d
Coordinators 57.2d
Field Work 1.4d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
100.0 days
Over SLA
Coordinators
57.2 days
Over SLA
Field Work
1.4 days
Over SLA
Billing
0.0 days
Created: Jul 7, 2025 Due: Feb 19, 2026 Completed: Feb 18, 2026 (1 days early)
📅
153.8 days Total Age
⏱️
100.0d in Awaiting Parts Longest Stage
🔄
14 transitions Status Changes
⚠️
150.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
20 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Michael Harris — scheduling delays attributed to technician, not coordinators
Visit 1 Jul 18, 2025
Visit 2 Jul 21, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00508190
L2 review
Closed
Q-00028878 This is an URGENT request and needs scheduled ASAP JD5000 replace batteries on JD5000 lift 2 35 amp batteries-Parts on site Quoted travel from Adriannel Garcia
Priority
Critical
Origin
Email
Reason
New Case
Contact
Sandra Colello
Owner
Shelby Robinson
Created
Jul 7, 2025
Work Orders from this Case (1)
WO-01286602 (current) Invoiced
Repair • Michael Harris
Created: Jul 7, 2025 • Closed: Feb 18, 2026
Completed with significant delays
Invoiced • 402 days old
🚨
Primary Delay 100.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 150.3 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
Ready for Scheduling
16.8d / 1.0d SLA
Assigned
34.3d / 0.5d SLA
Scheduled
6.1d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Reschedule
0.1d / 2.0d SLA
Awaiting Parts
100.0d / 3.0d SLA
Completed
0.1d / 1.0d SLA
Closed
3.4d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/18 JJ: Pls close work order and invoice

2/18/26 RBerry- Sent teams message to JJohnson and CBakkemo asking if WO can be closed.


2/13/26 RBerry- Chattered: @Jennifer Johnson​ @Chris Bakkemo​ We have reached out to the customer multiple times to confirm whether this WO is still needed but have not received a response. Can we proceed with closing this WO?


2/10 MOwens Sent chatter to Jennifer Johnson if we can close this WO.

1/30/26 RBerry- Chattered: @Jennifer Johnson​We have reached out to the customer multiple times to confirm whether this WO is still needed but have not received a response. Can we proceed with closing this WO?


1/30/26 RBerry- LM with Sean Schultz to ask if WO is still needed. 


1/30/26 RBerry- Called 804-892-6288 to speak with Sean to see if WO is still needed. 


12/31/25 RBerry- LM with Sean Schultz to determine if WO is still needed. 


10/30/2025jsells

There seems to have been a miscommunication about this VCU repair. The customer has the batteries on site and need the repair

9.24 M. Bateman I left a voicemail for Nick to call me back with the part information needed for this WO.

07/21/2025..MH

the phone number given, 804-828-9561, is not a working number. Sean's Number is 804-892-6288.

a return trip is necessary. the ac to dc inverter is not working and the unit is will not charge the new batteries just installed.

7/18 MOwens Called and left a vm for Sandra to call back on 7/21 to confirm the reschedule on 7/23 after 1pm.

7/18 MOwens Tech arrived onsite and they had left for the day. Will have to reschedule the visit for another day.

7/14 MOwens Sent an email to Sandra about scheduling the repair visit this week. Sandra called back and requested the visit for 7/18 after 2pm. Sean is the onsite POC.

7/11 MOwens Called to speak to Sandra but had to leave a vm for her to call back to schedule the repair visit next week.

🔧 Work Performed
batteries replaced. Battery charger not charging batteries and needs to be replaced. I spoke with Nick from MOPEC. He was driving and said he would order the part.
🔍 Technician Findings
07/18/2025..MH arrived after closing 07/25/2025..MH battery swollen and not holding a charge.
⚠️ Problem Description
Q-00028878 This is an URGENT request and needs scheduled ASAP JD5000 replace batteries on JD5000 lift 2 35 amp batteries-Parts on site Quoted travel from Adriannel Garcia
📄 Description
Mopec JD5000 Red Wing Five Tier Roller Ball Lift (LIMITED PRODUCT SUPPORT FROM MOPEC)

Timeline

📞
Case Linked Jul 7, 12:07 PM
Case Number: 00508190
Subject: L2 review
Status: Closed
📋
▶
3 Work Order Created Jul 7, 1:56 PM
Work Order Created → Expenses Added → Status: Ready for Scheduling
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 5.0 business days
👷
▶
2 Technician Assigned Jul 11, 10:50 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 20h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Jul 14, 2:27 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-07-18T18:15:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Melissa Owens Jul 18, 3:53 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 1h
🔄
Status: Reschedule by Melissa Owens Jul 18, 4:31 PM
From: Tech On Site
To: Reschedule
Duration in Previous: 38m
🗓️
▶
2 Status: Scheduled Jul 18, 4:59 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-07-23T17:30:00.000+0000
⏱️
9x Labor Added Jul 18, 10:46 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.53333333333333, 0.88333333333333, 4.3333333333333, 9, 206, 1
⏳ 1.2 business days
📅
Dispatch Scheduled by Melissa Owens Jul 21, 10:15 AM
Scheduled For: 2025-07-21T17:30:00.000+0000
🔧
Status: Tech On Site by Michael Harris Jul 21, 1:42 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 20h
📦
▶
2 Parts Requested Jul 21, 11:14 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Michael Harris
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 9h 32m
⏳ 4.1 business days
⏱️
9x Labor Added Jul 27, 10:41 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 4.1166666666667, 3.45, 207
🚨 96.0 business days
📅
▶
2 Status: Ready for Scheduling Dec 15, 9:03 AM
Status: Ready for Scheduling → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🚨 12.0 business days
👷
▶
2 Technician Assigned Dec 31, 4:49 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16d 7h
🚨 22.9 business days
👷
Technician Assigned by Melissa Owens Feb 3, 9:06 AM
Technician: Christopher Morning, Michael Harris
🚨 11.0 business days
✔️
Status: Completed by Rhea Berry Feb 18, 2:54 PM
From: Assigned
To: Completed
Duration in Previous: 48d 22h
🏁
Status: Closed by Matthew Bateman Feb 18, 3:49 PM
From: Completed
To: Closed
Duration in Previous: 54m
⏳ 4.0 business days
📄
▶
3 Status: Ready to Bill Feb 23, 10:31 AM
Status: Ready to Bill → Status: Invoice Pending → Invoice Created
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1m, 0m
🧾
Invoice Created
Invoice Number: SM-254651

Bottlenecks

Ready for Scheduling
Duration: 4.8 business days (threshold: 1.0 business days)
Exceeded by 3.8 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 4.7 business days (threshold: 2.0 business days)
Exceeded by 2.7 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.5 business hours
Awaiting Parts
Duration: 100.0 business days (threshold: 3.0 business days)
Exceeded by 97.0 business days
Ready for Scheduling
Duration: 12.0 business days (threshold: 1.0 business days)
Exceeded by 11.0 business days
Assigned
Duration: 32.3 business days (threshold: 4.0 business hours)
Exceeded by 31.8 business days
Closed
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days

🔗 Related Artifacts

📞
Case 00508190
Closed
📦
Parts Order 00078654
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
Corporate
Technician
Michael Harris
Scheduled
N/A
Created
Jul 7, 1:56 PM
Invoice #
SM-254651

Work Details (20)

Name Type Status Qty Amount Date
WL-02855984 Expenses Open 1 $0.00 Jul 7, 1:56 PM
WL-02871336 Labor Open 0.53333333333333 $0.00 Jul 18, 10:46 PM
WL-02871337 Labor Open 0.88333333333333 $0.00 Jul 18, 10:46 PM
WL-02871338 Labor Open 4.3333333333333 $0.00 Jul 18, 10:46 PM
WL-02871339 Travel Open 9 $0.00 Jul 18, 10:46 PM
WL-02871340 Travel Open 206 $0.00 Jul 18, 10:46 PM
WL-02871341 Expenses Open 1 $0.00 Jul 18, 10:46 PM
WL-02871342 Expenses Open 1 $0.00 Jul 18, 10:46 PM
WL-02871343 Expenses Open 1 $0.00 Jul 18, 10:46 PM
WL-02871344 Expenses Open 1 $0.00 Jul 18, 10:46 PM
WL-02880736 Labor Open 4.1166666666667 $0.00 Jul 27, 10:41 PM
WL-02880737 Labor Open 3.45 $416.50 Jul 27, 10:41 PM
WL-02880738 Labor Open 6 $0.00 Jul 27, 10:41 PM
WL-02880739 Travel Open 207 $340.00 Jul 27, 10:41 PM
WL-02880740 Travel Open 207 $0.00 Jul 27, 10:41 PM
WL-02880741 Expenses Open 1 $0.00 Jul 27, 10:41 PM
WL-02880742 Expenses Open 1 $0.00 Jul 27, 10:41 PM
WL-02880743 Expenses Open 1 $0.00 Jul 27, 10:41 PM
WL-02880744 Expenses Open 1 $0.00 Jul 27, 10:41 PM
WL-03037662 Expenses Open 1 $0.00 Dec 15, 9:03 AM

Details