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WO-01293217 ↗ ServiceMax

Sono Bello • SWAPOUT • PSM

📍 GA-Sandy Springs — 1150 Hammond Drive, Suite 500, Atlanta GA, 30328

Jul 22, 2025 → Jun 29, 2026

✅ Completed
PSM
SLA Clock
Last business day of July 2025 · Target: Jul 31, 2025
✗ SLA Missed (224 biz days late)
Active: 232 biz days
Paused: 1 biz days
🕐 Clock stopped: Invoiced (Jun 29, 2026)
▶ Clock Running
Status: Created
Jul 22 → Jul 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jul 22 → Jul 23, 2025
1 business day (not counted)
213d
▶ Clock Running
Status: Reschedule
Jul 23 → Jun 1, 2026
213 business days (counted)
Running total: 213 of ? biz days used
19d
▶ Clock Running
Status: On Hold
Jun 1 → Jun 29, 2026
19 business days (counted)
Running total: 232 of ? biz days used
▶ Clock Running
Status: Assigned
Jun 29 → Jun 29, 2026
0 business days (counted)
Running total: 232 of ? biz days used
▶ Clock Running
Status: Closed
Jun 29 → Jun 29, 2026
0 business days (counted)
Running total: 232 of ? biz days used
Created: Jul 22, 2025 Invoiced: Jun 29, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jul 22 → Jul 22 Created ▶ Running 0 0
Jul 22 → Jul 23 Awaiting Parts ⏸ Paused 1 —
Jul 23 → Jun 1 Reschedule ▶ Running 213 213
Jun 1 → Jun 29 On Hold ▶ Running 19 232
Jun 29 → Jun 29 Assigned ▶ Running 0 232
Jun 29 → Jun 29 Closed ▶ Running 0 232
Dispatch 0.0d
Material Management 2.0d
Holding 20.0d (excluded)
Coordinators 214.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.0 days
Holding (excluded from total)
20.0 days
Coordinators
214.0 days
Over SLA
Billing
0.0 days
Created: Jul 22, 2025 Due: Sep 30, 2025 Completed: Jun 29, 2026 (271 days late)
📅
234.0 days Total Age
⏱️
214.0d in Reschedule Longest Stage
🔄
7 transitions Status Changes
⚠️
214.0d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00511777
L2 review
Closed
Follow up to: Inspection #: 27739 Notes: Noticeable physical damage on device Follow-up required. LARGE CRACK IN THE OUTER CASING - SEND TO DEPOT FOR REPAIR Model: HK Surgical - KIP-II Model Type: Infiltration Pump Asset ID: 6229882 Serial #: K22M015484
Priority
Standard
Origin
Email
Reason
New Case
Contact
Practice Manager Atlanta
Owner
Depot Support
Created
Jul 18, 2025
Work Orders from this Case (1)
WO-01293217 (current) Invoiced
SWAPOUT • Ryan Schwochow
Created: Jul 22, 2025 • Closed: Jun 29, 2026
Completed with significant delays
Invoiced • 387 days old
🚨
Primary Delay 214.0 days stuck in "Reschedule"
⏱️
Total Delay 214.0 business days over SLA thresholds
📦
Parts Pending 1 parts order(s) awaiting fulfillment

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Awaiting Parts
2.0d / 3.0d SLA
Reschedule
214.0d / 2.0d SLA
On Hold
20.0d
Closed
3.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

6/1-RS: ebiotracks wo type incorrect - manual transfer - device cannot be service in depot and will need to escalated to mfg for repair if and when returned - Swapout wo product missing linked

🔧 Work Performed
Shipping hot swap to Site- HK Surgical - KIP-II SN: HK14M081562 ASSET: 13095093 Outbound - 1Z01E3E70393208210 Delivered - 7/25/2025 Return - 1Z01E3E79092320829
🔍 Technician Findings
VT requested hot swap to be sent to customer site -
⚠️ Problem Description
Follow up to: Inspection #: 27739 Notes: Noticeable physical damage on device Follow-up required. LARGE CRACK IN THE OUTER CASING - SEND TO DEPOT FOR REPAIR Model: HK Surgical - KIP-II Model Type: Infiltration Pump Asset ID: 6229882 Serial #: K22M015484 https://www.ebiotrack.com/workorder.php?wo=67885
📄 Description
Klein Infiltration Pump (Sono Bello)

Timeline

📞
Case Linked Jul 18, 1:27 PM
Case Number: 00511777
Subject: L2 review
Status: Closed
⏳ 3.0 business days
📋
▶
3 Work Order Created Jul 22, 11:59 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00078705
Status: Closed
📦
Status: Awaiting Parts by Ryan Schwochow
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
🔩
▶
4 2x Parts Added Jul 23, 10:25 AM
2x Parts Added → Status: Reschedule → Parts Requested → Expenses Added
🔄
Status: Reschedule by Emily Wilson
From: Awaiting Parts
To: Reschedule
Duration in Previous: 22h 23m
📦
Parts Requested
Order: 00078765
Status: Open
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🚨 214.0 business days
⏸️
Status: On Hold by Ryan Schwochow Jun 1, 10:40 AM
From: Reschedule
To: On Hold
Duration in Previous: 313d 0h
🚨 20.0 business days
⏱️
▶
3 2x Labor Added Jun 29, 10:18 AM
2x Labor Added → Status: Assigned → Technician Assigned
👷
Status: Assigned by Ryan Schwochow
From: On Hold, Assigned
To: Assigned, Closed
Duration in Previous: 27d 23h, 0m
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
⏳ 3.0 business days
📄
▶
4 Status: Ready to Bill Jul 1, 1:52 PM
Status: Ready to Bill → Status: Invoice Pending → Invoice Created → Status: Invoiced
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-266172
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Reschedule
Duration: 214.0 business days (threshold: 2.0 business days)
Exceeded by 212.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00511777
Closed
📦
Parts Order 00078705
Closed
📦
Parts Order 00078765
Open

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
SWAPOUT
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Jul 22, 11:59 AM
Invoice #
SM-266172

Work Details (5)

Name Type Status Qty Amount Date
WL-02875446 Parts Open 1 $0.00 Jul 23, 10:25 AM
WL-02875447 Parts Open 1 $0.00 Jul 23, 10:25 AM
WL-02875449 Expenses Open 1 $11.55 Jul 23, 10:26 AM
WL-03277194 Labor Open 1 $119.00 Jun 29, 10:18 AM
WL-03277195 Expenses Open 1 $11.55 Jun 29, 10:18 AM

Details