Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01292771 ↗ ServiceMax

Open Cities Health Center • Virtual Tech - Field Repair • P3

📍 Dunlap Clinic — 409 N. Dunlap St, Saint Paul MN, 55104

Jul 18, 2025 → Feb 27, 2026

✅ Completed
P3 3 business days from creation
Target: Jul 23, 2025
🕐 Clock stopped: Completed (Feb 27)
⏸ 188d excluded (parts wait + holding)
✗ SLA Missed (31d late)
Dispatch 0.0d
Material Management 138.4d
Coordinators 18.0d
Field Work 0.2d
Incomplete 10.1d (excluded)
Billing 1.6d
✗ SLA Missed
Dispatch
0.0 days
Material Management
138.4 days
Over SLA
Coordinators
18.0 days
Over SLA
Field Work
0.2 days
Incomplete (excluded from total)
10.1 days
Billing
1.6 days
Created: Jul 18, 2025 Due: Oct 15, 2025 Completed: Feb 27, 2026 (134 days late)
📅
161.0 days Total Age
⏱️
93.5d in Awaiting Parts Longest Stage
🔄
32 transitions Status Changes
⚠️
127.1d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
21 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits (2 reschedules)
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Ronnie Salone — scheduling delays attributed to technician, not coordinators
Visit 1 Aug 20, 2025
Visit 2 Aug 21, 2025
Visit 3 Oct 6, 2025
Visit 4 Feb 27, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00533334
Quote needed
Closed
Q-00030471 Follow up to WO-01292771 Only air was flowing through device. The water cartridge needs new membrane kit. Asset ID: 13264083 Model: A-DEC - 4631 (3) Each Part no 38.0537.01.
Priority
High
Origin
Created From WO
Reason
New Case
Contact
Todd Moultrie
Owner
Leona Coonrod
Created
Oct 6, 2025
Work Orders from this Case (2)
WO-01292771 (current) Invoiced
Virtual Tech - Field Repair • Ronnie Salone
Created: Jul 18, 2025 • Closed: Feb 27, 2026
WO-01309750 Canceled
Virtual Tech - Field Repair
Created: Oct 15, 2025
Completed with significant delays
Invoiced • 300 days old
🚨
Primary Delay 93.5 days stuck in "Awaiting Parts"
⏱️
Total Delay 127.1 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
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
12.0d / 0.5d SLA
Awaiting Parts - Customer
18.2d
Scheduled
3.8d / 2.0d SLA
Awaiting Parts
120.2d / 3.0d SLA
Incomplete
10.1d
Reschedule
2.2d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Closed
4.5d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Billing Review
1.6d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/4/26 DPatton -added lodging manually. Adjusted travel charges.

3/3/26 DPatton - chatter to Supervisor for clarification on parts removed


2/26/2026 CRamen parts delivered.


11/5/2025 CRamen per Todd @ Dunlap. No parts yet. 


10/27/2025 CRamen Todd called and he said parts have not delivered yet and to his knowledge also didnt ship. Hes checking on status. Call logged on WO-01309750. Todd called from 651-290-9200


10/22/2025 CRamen still awaiting parts per Todd FWD email from EMSAR in logged email logged WO-01292771


10/6 KHardison, created 00533334 for follow up.

10/3/2025 CRamen Todd returned call and said he has the part and scheduled for Monday 10/6/2025 with tech arrival between 9-11am. Todds contact # is 651-290-9200 or 651-290-9223. Also logged email.


10/3/2025 CRamen Todd returned call and he said part hasnt been delivered yet. Upon investigation it looks like the delivery address was wrong but next door. Todd to go retrieve part and get back to me to schedule for Monday. 

10/3/2025 CRamen left a vm for Todd to return call to schedule for Monday 10/6/2025 with tech arrival between 9-11am. Logged email. Placeholder set



10/2/2025 CRamen left a vm for Todd to return call to schedule as parts should arrive today. 


10/2/2025 CRamen Parts to deliver today


10/1/2025 CRamen left a vm for Todd to return call to see if he has parts info so we can schedule repair.


9/29/2025 CRamen left a vm for Todd for an update on parts for repair


9/26/2025 CRamen Todd called and said that part is still on order and as soon as he gets a eta he will call to schedule. 


9/25/2025 CRamen Todd returned call and is checking on parts to see if they are onsite and will call back to schedule. 

9/25/2025 CRamen left a vm for a returned call to schedule. 


9/25/2025 CRamen LYoder to assign to Ronnie because its a A-DEC Dental Delivery Unit and is simular to Midmark. Per Rhonnie Moore: Tech should review service manual and get with VT if needed.


9/25/2025 Sramen - updated due date and removed delay code.


8/28/2025 SRamen - found on the open WOs with serviced date report. Cleared the serviced date that was incorrectly added

8-20-25 JK Unit requires parts order. Put it in the follow up notes. Could not do tech onsite due to already been closed.



8/14/2025 CRamen @Jonathan Kuehl​ It looks like parts delivered for these to plan repairs @Lawrence Yoder​ logged on WO-01292781


8/12/2025 Sramen - final parts delivering on 8/13. Adjusted due date and removed delay code. Need to complete WOs 1292781, 1293091, & 1292771 together - all are in assigned status. (WO 1286116 is not for the field)


8/8/2025 Sramen - parts for WO 1292781 have a follow up date of 8/12/2025, Need to complete WOs 1292781, 1293091, & 1292771 together. (WO 1286116 is not for the field)


7/18/2025 CRamen Todd called and parts are ordered and he said we have 3 other WO's in awaiting parts and all should be done together. He will keep in touch WO-01286108. 01286116, 01292781 AWAITING PARTS status. This wo assigned to Ronnie per DCarvalho abd placed in AWAITING PARTS CUSTOMER


7/18/2025 CRamen left a vm for a returned call to schedule.

🔧 Work Performed
8-20-25 JK Working with Adec, we confirmed the issue that the unit needs a new foot pedal and tubing for the foot pedal. 10/6/25 Traveled to site Replaced foot pedal. Tested unit. Only air was flowing through device. The water cartridge needs new membrane kit. The next recommendation is to service the century plus control blocks by replacing springs and membranes inside the century plus control blocks (3). Each kit costs about $160. Part no 38.0537.01. 2/27/26 No service provided for this WO. There is no unit that does not have water flowing today. Closed WO
🔍 Technician Findings
8-20-25 JK Unit still needs new foot pedal ordered. It also needs the tubing going to the foot pedal. 10/6/25 Replaced foot control provided by manufacturer 2/27/26 I cannot find the unit that needs new membranes. Water is flowing on all units. I will zero the parts for the membranes and hold on to them for future use if needed.
⚠️ Problem Description
Q-00028699 Inspection #: 27938 Asset ID: 13264083 Model: A-DEC - 4631 Notes: Damaged Foot/Hand Control Unit has the wrong foot pedal on it. Another company replaced it and has not worked properly since. Worked with A-dec and found the issue. Foot pedal needed. p/n= 38.1890.00 https://www.ebiotrack.com/workorder.php?wo=66932

Timeline

📋
▶
2 Work Order Created Jul 18, 9:54 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Jul 18, 10:35 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 40m
👤
Status: Awaiting Parts - Customer by Charles Ramen Jul 18, 11:20 AM
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 45m
🚨 11.0 business days
🆕
▶
3 Status: Entered Aug 1, 5:58 PM
Status: Entered → Technician Assigned → Status: Awaiting Parts - Customer
👷
Technician Assigned by Charles Ramen
Technician: Jon Kuehl
👤
Status: Awaiting Parts - Customer by Charles Ramen
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 2m
⚠️ 7.7 business days
👷
Status: Assigned by Stephanie Ramen Aug 12, 1:03 PM
From: Awaiting Parts - Customer
To: Assigned
Duration in Previous: 10d 19h
⚠️ 5.0 business days
💵
3x Expenses Added Aug 18, 3:35 PM
Type: Expenses
Status: Open
Qty: 1
🗓️
▶
2 Status: Scheduled Aug 19, 2:22 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jonathan Kuehl
Scheduled For: 2025-08-20T20:00:00.000+0000
⏳ 2.0 business days
📦
▶
2 Parts Requested Aug 20, 2:47 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Scheduled
To: Awaiting Parts
Duration in Previous: 1d 0h
⏱️
▶
2 7x Labor Added Aug 20, 5:21 PM
7x Labor Added → Status: Completed
✔️
Status: Completed by Jonathan Kuehl
From: Awaiting Parts, Completed
To: Completed, Incomplete
Duration in Previous: 2h 36m, 0m
📦
Status: Awaiting Parts by David Carvalho Aug 20, 5:37 PM
From: Incomplete
To: Awaiting Parts
Duration in Previous: 13m
⏱️
Labor Added Aug 20, 5:51 PM
Type: Labor
Status: Open
Qty: 1.6
⏱️
4x Labor Added Aug 21, 1:54 PM
Type: Labor, Expenses
Status: Open
Qty: 5.2166666666667
🚨 26.0 business days
🔩
▶
2 Parts Added Sep 25, 11:53 AM
Parts Added → Status: Reschedule
🔄
Status: Reschedule by Brittany Peters
From: Awaiting Parts
To: Reschedule
Duration in Previous: 35d 18h
🆕
Status: Entered by Charles Ramen Sep 26, 9:41 AM
From: Reschedule
To: Entered
Duration in Previous: 21h 48m
📅
▶
3 Status: Ready for Scheduling Sep 26, 9:47 AM
Status: Ready for Scheduling → Status: Assigned → Technician Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3m
👷
Technician Assigned by Charles Ramen
Technician: Ronnie Salone
⚠️ 6.0 business days
📅
▶
2 Dispatch Scheduled Oct 3, 9:21 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 7d 11h
⏳ 1.3 business days
🔧
Status: Tech On Site by Ronnie Salone Oct 6, 10:21 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 13h
⏱️
▶
2 2x Labor Added Oct 6, 11:04 AM
2x Labor Added → Status: Completed
✔️
Status: Completed by Ronnie Salone
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 43m, 0m
🏁
Status: Closed by Ronnie Salone Oct 6, 11:17 AM
From: Incomplete
To: Closed
Duration in Previous: 11m
📞
Case Linked Oct 6, 3:42 PM
Case Number: 00533334
Subject: Quote needed
Status: Closed
⚠️
Status: Incomplete by Wendy Argueta Oct 7, 8:31 AM
From: Closed
To: Incomplete
Duration in Previous: 21h 13m
🚨 10.0 business days
📦
▶
2 Parts Requested Oct 20, 3:39 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Derek Reynolds
From: Incomplete
To: Awaiting Parts
Duration in Previous: 13d 7h
🚨 94.0 business days
🔩
▶
2 2x Parts Added Feb 26, 4:49 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 129d 2h
📅
▶
2 Dispatch Scheduled Feb 26, 6:26 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Reschedule
To: Scheduled
Duration in Previous: 1h 37m
📅
Dispatch Scheduled by Ronnie Salone Feb 27, 10:43 AM
Scheduled For: 2026-02-27T17:00:00.000+0000
📅
Dispatch Scheduled by Ronnie Salone Feb 27, 3:02 PM
Scheduled For: 2026-02-27T20:00:00.000+0000
🔧
Status: Tech On Site by Ronnie Salone Feb 27, 3:08 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 20h 41m
✔️
Status: Completed by Ronnie Salone Feb 27, 3:22 PM
From: Tech On Site
To: Completed
Duration in Previous: 14m
⏱️
Labor Added Feb 27, 3:28 PM
Type: Labor
Status: Open
Qty: 0.5
🏁
Status: Closed by Ronnie Salone Feb 27, 3:42 PM
From: Completed
To: Closed
Duration in Previous: 19m
⏳ 3.0 business days
💵
Status: Billing Review by Diane Patton Mar 3, 2:03 PM
From: Closed
To: Billing Review
Duration in Previous: 3d 22h
🏁
Status: Closed by Diane Patton Mar 4, 9:02 AM
From: Billing Review
To: Closed
Duration in Previous: 18h 58m
📄
▶
2 Status: Ready to Bill Mar 4, 9:32 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Billing Review
To: Invoice Pending
Duration in Previous: 3m
💵
▶
4 Status: Billing Review Mar 4, 9:38 AM
Status: Billing Review → Status: Invoice Pending → Status: Invoiced → Invoice Created
📨
Status: Invoice Pending by Diane Patton
From: Billing Review
To: Invoice Pending
Duration in Previous: 2m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-255529

Bottlenecks

Assigned
Duration: 5.9 business days (threshold: 4.0 business hours)
Exceeded by 5.4 business days
Awaiting Parts
Duration: 26.3 business days (threshold: 3.0 business days)
Exceeded by 23.3 business days
Assigned
Duration: 6.0 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Awaiting Parts
Duration: 93.5 business days (threshold: 3.0 business days)
Exceeded by 90.5 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days

🔗 Related Artifacts

📞
Case 00533334
Closed
📦
Parts Order 00080352
Closed
📦
Parts Order 00083850
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Ronnie Salone
Scheduled
Feb 27, 3:00 PM
Created
Jul 18, 9:54 AM
Invoice #
SM-255529

Work Details (21)

Name Type Status Qty Amount Date
WL-02905836 Expenses Open 1 $0.00 Aug 18, 3:35 PM
WL-02905837 Expenses Open 1 $0.00 Aug 18, 3:35 PM
WL-02905838 Expenses Open 1 $275.00 Aug 18, 3:35 PM
WL-02908723 Labor Open 4.25 $0.00 Aug 20, 5:21 PM
WL-02908724 Labor Open 0.7 $424.65 Aug 20, 5:21 PM
WL-02908726 Labor Open 0.43333333333333 $0.00 Aug 20, 5:21 PM
WL-02908727 Travel Open 8 $0.00 Aug 20, 5:21 PM
WL-02908728 Travel Open 9 $0.00 Aug 20, 5:21 PM
WL-02908729 Expenses Open 1 $0.00 Aug 20, 5:21 PM
WL-02908730 Expenses Open 1 $0.00 Aug 20, 5:21 PM
WL-02908757 Labor Open 1.6 $226.48 Aug 20, 5:51 PM
WL-02909909 Labor Open 5.2166666666667 $0.00 Aug 21, 1:54 PM
WL-02909910 Expenses Open 1 $0.00 Aug 21, 1:54 PM
WL-02909911 Expenses Open 1 $0.00 Aug 21, 1:54 PM
WL-02909912 Expenses Open 1 $0.00 Aug 21, 1:54 PM
WL-02949052 Parts Open 1 $734.06 Sep 25, 11:53 AM
WL-02960756 Labor Open 1 $0.00 Oct 6, 11:04 AM
WL-02960757 Labor Open 0.25 $0.00 Oct 6, 11:04 AM
WL-03121845 Parts Open 0 $0.00 Feb 26, 4:49 PM
WL-03121846 Expenses Open 1 $0.00 Feb 26, 4:49 PM
WL-03123694 Labor Open 0.5 $70.78 Feb 27, 3:28 PM

Details