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← WO Overview

WO-01305265 ↗ ServiceMax

Sono Bello • Virtual Tech - Field Repair • P3

📍 TX - Houston Relo - HOUc02 — 5115 Fannin Street Suite 700, Houston TX, 77004

Sep 19, 2025 → Dec 23, 2025

✅ Completed
P3 3 business days from creation
Target: Sep 24, 2025
🕐 Clock stopped: Tech Off Site (Dec 23)
⏸ 79d excluded (parts wait + holding)
✗ SLA Missed (11d late)
Dispatch 0.4d
Material Management 59.6d
Coordinators 12.7d
Field Work 2.7d
Incomplete 2.1d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.4 days
Material Management
59.6 days
Over SLA
Coordinators
12.7 days
Over SLA
Field Work
2.7 days
Incomplete (excluded from total)
2.1 days
Billing
0.0 days
Created: Sep 19, 2025 Due: Nov 4, 2025 Completed: Dec 24, 2025 (49 days late)
📅
68.0 days Total Age
⏱️
38.0d in Awaiting Parts Longest Stage
🔄
22 transitions Status Changes
⚠️
58.6d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
24 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (2 reschedules)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Arturo Diaz — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 23, 2025
Visit 2 Oct 27, 2025
Visit 3 Dec 23, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00528669
Tech Request - Sono Bello Houston
Closed
overhead light that is out of service. The Biomed sticker id # is 1909431 and the SN of the light is V1985363 Can someone call me to set up a visit? 1hr labor plus travel 1 - (#029-6432-00) 1 - (002-10248-00)
Priority
Standard
Origin
Email
Reason
New Case
Contact
Adrien Bibbs
Owner
Lisa Wright
Created
Sep 18, 2025
Work Orders from this Case (1)
WO-01305265 (current) Invoiced
Virtual Tech - Field Repair • Arturo Diaz
Created: Sep 19, 2025 • Closed: Dec 23, 2025
Completed with significant delays
Invoiced • 237 days old
🚨
Primary Delay 38.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 58.6 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
2.0d / 1.0d SLA
L2 Screening
0.4d / 1.0d SLA
Scheduled
7.0d / 2.0d SLA
Tech On Site
2.6d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Incomplete
2.1d
Awaiting Parts
59.6d / 3.0d SLA
Reschedule
3.7d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

TBA exceeded quote due to two additional trips w/ parts

12/22 KKelch called Adrien to schedule for 12/23 between 9 and 11 am. Customer confirmed. 

12/15 KHardison: No ETA. Updated due date.

Ship To Name: TX Houston Relo Ship To Address: 5115 Fannin Street Suite 700 Ship To City/State: Houston, TX 77004 Waybill (Tracking #): 1ZE444250371159392 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: 029-6432-00 SERIAL #: DESCRIPTION: 255 YOKE ASSY LINE NO: 2.1 QTY: 1 ITEM: 002-10248-00 SERIAL #: DESCRIPTION: KIT, 255 REFLECTOR LIP RING W/ RITTER MEMBRANE LINE NO: 3.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT

12/10/25 CDempsey- waiting on 2nd parts order to deliver.

12/5 KKelch called Adrien to confirm that they have received the parts and to schedule for 12/8 between 9 and 11 am if they had. Adiren let me know that it was only the first set of parts that came in at this time. 

12/5 KKelch logged email of VM to VT line, sent SRamen a teams message to change the status of the WO

11/20/25 CDempsey- sending to Brad so he can obtain update from MM.

11/6/25 CDempsey- wondering if there is a new quote.

10/29/25 lcoonrod

Added new quote from case 00539085, sending to L2. 


10/28 WArgueta - Opened case and requested quote for parts needed

10/23/25 RCook- updated due date based on parts. Removed delay code.


10/23 KKelch called Adrien to schedule for 10/27 between 9 and 11 am. Customer confirmed.

9/22 KKelch called Adrien to schedule for 9/23 between 9 and 10 am. Customer confirmed. 

9-19 DSR confirming location of light. EBT has Nashville

🔧 Work Performed
- investigated reported issue: overhead light is out of service - confirmed equipment status. Exam light had damage from falling to the ground - identified damaged parts needing replacement to provide quote to customer for follow up repair - identified parts needing replacement: - Reflector # 053-2434-00-337 $255 - Faceplate # 053-2436-00 $95.40 - Yoke # 029-6320-00-337 $34.50 Customer request for quote for follow up repair 10/27: - installed shipped parts - discovered the metal frame yoke has been slightly warped due to the fall of the equipment which is not allowing the yoke cover pieces to install/fit properly - upon testing the yoke swivel for functionality it was observed that the warped yoke frame, which is not allowing the covers to install properly, causes too much stress on the yoke covers that may lead to future hazard if the covers pop off due to the tension applied (1 screw or the yoke covers has already stripped during testing) - the entire yoke assembly should be replaced since the yoke covers will not install correctly to the warped yoke frame - customer requests quote for entire yoke assembly (#029-6432-00) - customer also requests to replace light assembly ring faceplate due to chipping that could become a potential hazard/liability if chipping falls during surgeries (002-10248-00) 12/23: - installed new yoke assembly and faceplate bezel - tested for proper functionality - equipment restored and returned to service
🔍 Technician Findings
Normal equipment conditions
⚠️ Problem Description
Quote from case 00539085 - customer requests quote for entire yoke assembly (#029-6432-00) - customer also requests to replace light assembly ring faceplate due to chipping that could become a potential hazard/liability if chipping falls during surgeries (002-10248-00) overhead light that is out of service. The Biomed sticker id # is 1909431 and the SN of the light is V1985363 Can someone call me to set up a visit? \ https://www.ebiotrack.com/workorder.php?wo=68336

Timeline

📞
Case Linked Sep 18, 5:44 PM
Case Number: 00528669
Subject: Tech Request - Sono Bello Houston
Status: Closed
📋
▶
3 Work Order Created Sep 19, 8:03 AM
Work Order Created → Status: Ready for Scheduling → Status: L2 Screening
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
🔍
Status: L2 Screening by Derek Reynolds
From: Ready for Scheduling
To: L2 Screening
Duration in Previous: 2m
📅
Status: Ready for Scheduling by Wendy Argueta Sep 19, 10:20 AM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 2h 12m
⏳ 2.0 business days
👷
▶
3 Technician Assigned Sep 22, 11:49 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 3d 1h, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-23T14:00:00.000+0000
🔧
Status: Tech On Site by Arturo Diaz Sep 23, 10:08 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 22h 17m
🚗
▶
3 Status: Tech Off Site Sep 23, 3:06 PM
Status: Tech Off Site → 6x Labor Added → Status: Completed
⏱️
6x Labor Added
Type: Labor, Travel, Expenses
Status: Open
Qty: 1.5, 3, 40
✔️
Status: Completed by Arturo Diaz
From: Tech Off Site, Completed
To: Completed, Incomplete
Duration in Previous: 4m, 0m
📦
▶
2 Parts Requested Sep 23, 3:24 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 13m
🚨 22.0 business days
🔩
▶
2 4x Parts Added Oct 22, 10:46 AM
4x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 28d 19h
🗓️
▶
2 Status: Scheduled Oct 23, 9:44 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-10-27T14:00:00.000+0000
⏳ 3.0 business days
⏱️
Labor Added Oct 27, 10:16 AM
Type: Labor
Status: Open
Qty: 2
🔧
Status: Tech On Site by Arturo Diaz Oct 27, 10:22 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 0h
⏱️
3x Labor Added Oct 27, 2:12 PM
Type: Labor, Travel
Status: Open
Qty: 4.5, 40
⏱️
Labor Added Oct 27, 4:05 PM
Type: Labor
Status: Open
Qty: 1
🚗
Status: Tech Off Site by Arturo Diaz Oct 27, 7:10 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 8h 47m
⚠️
Status: Incomplete by Arturo Diaz Oct 27, 7:27 PM
From: Completed, Tech Off Site
To: Incomplete, Completed
Duration in Previous: 17m, 0m
⏳ 2.6 business days
🔍
Status: L2 Screening by Leona Coonrod Oct 29, 11:24 AM
From: Incomplete
To: L2 Screening
Duration in Previous: 1d 15h
📦
▶
2 Parts Requested Oct 29, 12:02 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 38m
🚨 38.0 business days
🔩
▶
2 3x Parts Added Dec 19, 1:06 PM
3x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 51d 2h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Dec 22, 11:06 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-23T15:00:00.000+0000
⏱️
3x Labor Added Dec 23, 9:25 AM
Type: Labor, Travel
Status: Open
Qty: 1, 40
🔧
Status: Tech On Site by Arturo Diaz Dec 23, 9:30 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 22h 24m
⏱️
2x Labor Added Dec 23, 12:35 PM
Type: Labor, Expenses
Status: Open
Qty: 3, 1
⏱️
Labor Added Dec 23, 1:34 PM
Type: Labor
Status: Open
Qty: 0.5
🚗
Status: Tech Off Site by Arturo Diaz Dec 23, 6:55 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 9h 24m
✔️
Status: Completed by Arturo Diaz Dec 23, 7:04 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 8m, 0m
⏳ 4.6 business days
📄
▶
3 Status: Ready to Bill Dec 29, 9:26 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: 3m, 0m
🧾
Invoice Created
Invoice Number: SM-250022

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Awaiting Parts
Duration: 21.6 business days (threshold: 3.0 business days)
Exceeded by 18.6 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Awaiting Parts
Duration: 38.0 business days (threshold: 3.0 business days)
Exceeded by 35.0 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00528669
Closed
📦
Parts Order 00082231
Closed
📦
Parts Order 00084384
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Arturo Diaz
Scheduled
Dec 23, 10:00 AM
Created
Sep 19, 8:03 AM
Invoice #
SM-250022

Work Details (24)

Name Type Status Qty Amount Date
WL-02946107 Labor Open 1.5 $178.50 Sep 23, 3:09 PM
WL-02946108 Labor Open 3 $357.00 Sep 23, 3:09 PM
WL-02946109 Labor Open 1.5 $0.00 Sep 23, 3:09 PM
WL-02946110 Travel Open 40 - Sep 23, 3:09 PM
WL-02946111 Travel Open 40 - Sep 23, 3:09 PM
WL-02946112 Expenses Open 1 $0.00 Sep 23, 3:09 PM
WL-02979714 Parts Open 1 $344.25 Oct 22, 10:46 AM
WL-02979715 Parts Open 1 $128.79 Oct 22, 10:46 AM
WL-02979716 Parts Open 1 $46.58 Oct 22, 10:46 AM
WL-02979717 Expenses Open 1 $0.00 Oct 22, 10:46 AM
WL-02985118 Labor Open 2 $238.00 Oct 27, 10:16 AM
WL-02985432 Labor Open 4.5 $535.50 Oct 27, 2:12 PM
WL-02985433 Travel Open 40 - Oct 27, 2:12 PM
WL-02985434 Travel Open 40 - Oct 27, 2:12 PM
WL-02985599 Labor Open 1 $0.00 Oct 27, 4:05 PM
WL-03043437 Parts Open 1 $572.40 Dec 19, 1:06 PM
WL-03043438 Parts Open 1 $430.76 Dec 19, 1:06 PM
WL-03043439 Expenses Open 1 $42.98 Dec 19, 1:06 PM
WL-03046030 Labor Open 1 $119.00 Dec 23, 9:25 AM
WL-03046031 Travel Open 40 $0.00 Dec 23, 9:25 AM
WL-03046032 Travel Open 40 $0.00 Dec 23, 9:25 AM
WL-03046237 Labor Open 3 $357.00 Dec 23, 12:35 PM
WL-03046239 Expenses Open 1 $0.00 Dec 23, 12:35 PM
WL-03046306 Labor Open 0.5 $0.00 Dec 23, 1:34 PM

Details