Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01303626 ↗ ServiceMax

VillageMD • Inspection • PSM

📍 VM Evergreen Family Practice - (TX28-S50135) — 11207 N Lamar Blvd Suite B, Austin TX, 78753

Sep 10, 2025 → Dec 2, 2025

✅ Completed
PSM Last business day of September 2025
Target: Sep 30, 2025
🕐 Clock stopped: Completed (Dec 3)
✗ SLA Missed (63d late)
Dispatch 0.1d
Holding 19.5d (excluded)
Coordinators 44.8d
Field Work 1.1d
✗ SLA Missed
Dispatch
0.1 days
Holding (excluded from total)
19.5 days
Coordinators
44.8 days
Over SLA
Field Work
1.1 days
Over SLA
Created: Sep 10, 2025 Due: Nov 28, 2025 Completed: Dec 3, 2025 (4 days late)
📅
60.1 days Total Age
⏱️
24.0d in Assigned Longest Stage
🔄
13 transitions Status Changes
⚠️
42.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525884
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mariah Barnes
Owner
Jessica Sells
Created
Sep 10, 2025
Work Orders from this Case (1)
WO-01303626 (current) Invoiced
Inspection • Anthony Wirth
Created: Sep 10, 2025 • Closed: Dec 2, 2025
Completed with significant delays
Invoiced • 246 days old
🚨
Primary Delay 24.0 days stuck in "Assigned"
⏱️
Total Delay 42.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Scheduling
0.2d / 1.0d SLA
Assigned
34.9d / 0.5d SLA
On Hold
19.5d
Scheduled
9.8d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/19 KKelch called Michael to schedule WO-01303626 on 12/2 between 9 and 11 am and WO-01303606 on 12/4 between 9 and 11 am. Customer confirmed. Call logged on WO-01303626

11/19 KKelch called Michael to schedule WO-01303626 on 12/2 between 9 and 11 am and WO-01303606 on 12/4 between 9 and 11 am. Left VM. Call logged on WO-01303606. Placing WO back on hold due to 3 failed attempts to contact Michael

11/17 KKelch sent Michael an email for scheduling

11/10 KKelch returned to dispatch due to EBT link needing added

11/6 KKelch called Michael to schedule for 11/26 between 9 and 11 am. Left VM, sent email. 

11/6/2025 DNakoff - Updated POC

10/13 KKelch placed on hold due to 3 failed attempts to schedule

10/8 KKelch sent Mariah an email for scheduling

9/22 KKelch sent Mariah an email for scheduling

9/15 KKelch sent Mariah an email for scheduling

🔧 Work Performed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service
🔍 Technician Findings
Found no issues with units
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 40 pcs https://www.ebiotrack.com/inspection.php?iid=29971

Timeline

📞
Case Linked Sep 10, 7:00 AM
Case Number: 00525884
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 10, 11:53 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 Status: Assigned Sep 10, 12:09 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Anthony Wirth
🚨 24.0 business days
🆕
Status: Entered by Kaitlyn Kelch Oct 13, 10:24 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 32d 22h, 0m
🚨 19.0 business days
📅
Status: Ready for Scheduling by Dylan Nakoff Nov 6, 10:31 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 24d 1h
👷
▶
2 Technician Assigned Nov 6, 10:48 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17m
⏳ 3.0 business days
🆕
Status: Entered by Kaitlyn Kelch Nov 10, 9:37 AM
From: Assigned
To: Entered
Duration in Previous: 3d 22h
📅
Status: Ready for Scheduling by Jessica Sells Nov 10, 10:44 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 1h 7m
👷
▶
2 Technician Assigned Nov 10, 11:39 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 55m
⚠️ 8.0 business days
🆕
Status: Entered by Kaitlyn Kelch Nov 19, 9:14 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 8d 21h, 0m
👷
▶
3 Technician Assigned Nov 19, 12:58 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: On Hold, Assigned
To: Assigned, Scheduled
Duration in Previous: 3h 43m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-02T15:00:00.000+0000
🚨 10.0 business days
🔧
Status: Tech On Site by Anthony Wirth Dec 2, 10:46 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 12d 21h
⏱️
▶
2 3x Labor Added Dec 2, 7:52 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Anthony Wirth
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 9h 6m, 0m
⏳ 2.5 business days
📄
Status: Ready to Bill by Diane Patton Dec 4, 10:40 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 14h, 0m
⏳ 2.0 business days
🧾
Invoice Created Dec 6, 8:03 AM
Invoice Number: SM-248156

Bottlenecks

Assigned
Duration: 24.0 business days (threshold: 4.0 business hours)
Exceeded by 23.5 business days
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Assigned
Duration: 7.9 business days (threshold: 4.0 business hours)
Exceeded by 7.4 business days
Scheduled
Duration: 9.8 business days (threshold: 2.0 business days)
Exceeded by 7.8 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.9 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00525884
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Anthony Wirth
Scheduled
Dec 2, 10:00 AM
Created
Sep 10, 11:53 AM
Invoice #
SM-248156

Work Details (3)

Name Type Status Qty Amount Date
WL-03024270 Labor Open 3 $0.00 Dec 2, 7:52 PM
WL-03024271 Labor Open 3.5 $1,628.43 Dec 2, 7:52 PM
WL-03024272 Travel Open 122 - Dec 2, 7:52 PM

Details