Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01307780 ↗ ServiceMax

Atrius Health • Repair • P3

📍 Atrius Health - Norwood — 1177 Providence Highway, Norwood MA, 02062

Oct 6, 2025 → Feb 25, 2026

✅ Completed
P3 3 business days from creation
Target: Oct 9, 2025
🕐 Clock stopped: Completed (Feb 25)
⏸ 132d excluded (parts wait + holding)
✗ SLA Missed (7d late)
Dispatch 0.6d
Material Management 95.2d
Coordinators 10.5d
Incomplete 1.3d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.6 days
Material Management
95.2 days
Over SLA
Coordinators
10.5 days
Over SLA
Incomplete (excluded from total)
1.3 days
Billing
0.0 days
Created: Oct 6, 2025 Due: Feb 25, 2026 Completed: Feb 25, 2026 (on time)
📅
103.0 days Total Age
⏱️
95.2d in Awaiting Parts Longest Stage
🔄
12 transitions Status Changes
⚠️
99.5d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00532832
L2 review * PO provided, no quote needed
Closed
Service and Repair to NST Machine Inaccurate readings and paper jams OB/GYN The technician will need to evaluate the unit and determine if parts are needed for repairs.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Vaun Thames
Owner
Kimberly Hardison
Created
Oct 3, 2025
Work Orders from this Case (1)
WO-01307780 (current) Invoiced
Repair • David Cavaco
Created: Oct 6, 2025 • Closed: Feb 25, 2026
Completed with significant delays
Invoiced • 220 days old
🚨
Primary Delay 95.2 days stuck in "Awaiting Parts"
⏱️
Total Delay 99.5 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
0.6d / 1.0d SLA
Assigned
4.8d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Incomplete
1.3d
L2 Screening
0.6d / 1.0d SLA
Awaiting Parts
95.2d / 3.0d SLA
Reschedule
0.1d / 2.0d SLA
Closed
3.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/2/26 DPatton - emailed invoice through Outlook due to correcting PO# on PDF

2/24 KSmith -- Email attached from Sarah that they replaced the part themselves and unit is working accordingly. No further service is needed. Chatter to FSE to close WO out as is.

2/24 KSmith -- Scheduled for Thursday with Edward. 1-3pm

2/23 KSmith -- Need to schedule with Sarah for the repair

Sarah_Mcmahon@atriushealth.org

2/23 KSmith -- Per Vaun, need to schedule with Ed Weeks

Edward_Weeks@atriushealth.org

2/23 KSmith -- Sent email to schedule for 2/26 (DC)

2/20 KSmith -- Sent email to schedule for 2/25

2/20/26 RBerry- Updated due date based on parts. Removed delay code.


01/19/2026 KFricke - Ordered to site.

1/7 KSmith -- Teams message to Shawn to follow up on this one. Has been in awaiting parts since October with no updates

11/7 KFricke - B/O part shows a vendor-internal follow up date of 11/10. Will update ASAP.

11/5 KFricke - P/N 15207A delivered to site on 394743303045.

P/N 15200A is on backorder currently.

10/22 KFricke - Address submitted to vendor for direct shipment.

10/10 KHardison, Per Lisa Wright, Purchase order is on Case/ No Quote Needed per SMC lwright

10/9 KWeiss, Created case and sent to sales for quoting.

10/9 DC parts needed to complete repair.

drawer 15207A

Roller 15200A

GE Corometrics 170 series model 172


10/7 KSmith -- Scheduled for Thursday with Sarah

10/7 KSmith -- Sent email to Sarah to schedule for 10/9

10/6 KSmith -- Per Vaun, need to schedule with Sarah

McMahon, Sarah <Sarah_Mcmahon@atriushealth.org>

10/6 KSmith -- Sent email to Vaun to schedule for 10/9

🔧 Work Performed
Performed a full function test of unit for extended amount of time. Customer states the paper is intermittently getting jammed. Customer Requested we replace the paper drawer and roller to potentially solve this intermittent issue.
🔍 Technician Findings
could not duplicate error
⚠️ Problem Description
10/10 KHardison, Per Lisa Wright, Purchase order is on Case/ No Quote Needed per SMC lwright Service and Repair to NST Machine Inaccurate readings and paper jams OB/GYN The technician will need to evaluate the unit and determine if parts are needed for repairs. https://www.ebiotrack.com/workorder.php?wo=68740

Timeline

📞
Case Linked Oct 3, 1:59 PM
Case Number: 00532832
Subject: L2 review * PO provided, no quote needed
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Oct 6, 9:10 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Oct 6, 1:37 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4h 25m
🗓️
▶
2 Status: Scheduled Oct 7, 9:51 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-10-09T13:00:00.000+0000
⏳ 3.0 business days
⏱️
2x Labor Added Oct 9, 5:12 PM
Type: Labor
Status: Open
Qty: 1
⚠️
Status: Incomplete by Shawn Rogers Oct 9, 5:19 PM
From: Scheduled
To: Incomplete
Duration in Previous: 2d 7h
🔍
Status: L2 Screening by Kimberly Hardison Oct 10, 1:32 PM
From: Incomplete
To: L2 Screening
Duration in Previous: 20h 12m
📦
▶
2 Parts Requested Oct 10, 6:22 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 4h 49m
🚨 71.7 business days
📦
Parts Requested Jan 19, 1:23 PM
Order: 00088594
Status: Closed
🔩
3x Parts Added Jan 19, 1:37 PM
Type: Parts, Expenses
Status: Open
Qty: 1
🚨 25.0 business days
💵
▶
2 Expenses Added Feb 20, 8:11 AM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by MELISSA BARRETT
From: Awaiting Parts
To: Reschedule
Duration in Previous: 132d 14h
👷
▶
2 Technician Assigned Feb 20, 9:02 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Reschedule
To: Assigned
Duration in Previous: 50m
⏳ 3.0 business days
👷
▶
3 Technician Assigned Feb 24, 9:19 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 4d 0h
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-26T19:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Feb 24, 4:05 PM
Scheduled For: 2026-02-24T22:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Feb 25, 7:56 AM
Scheduled For: 2026-02-25T22:00:00.000+0000
✔️
Status: Completed by DAVID CAVACO Feb 25, 3:01 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 1d 5h, 0m
⏳ 4.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 2, 1:45 PM
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 4d 22h, 0m
💰
▶
2 Status: Invoiced Mar 2, 1:58 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-255352

Bottlenecks

Assigned
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Awaiting Parts
Duration: 95.2 business days (threshold: 3.0 business days)
Exceeded by 92.2 business days
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Closed
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days

🔗 Related Artifacts

📞
Case 00532832
Closed
📦
Parts Order 00083359
Closed
📦
Parts Order 00088594
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
Edge
Technician
David Cavaco
Scheduled
Feb 25, 5:00 PM
Created
Oct 6, 9:10 AM
Invoice #
SM-255352

Work Details (6)

Name Type Status Qty Amount Date
WL-02965497 Labor Open 1 $75.00 Oct 9, 5:12 PM
WL-02965498 Labor Open 1 $100.00 Oct 9, 5:12 PM
WL-03070473 Parts Open 1 $87.40 Jan 19, 1:37 PM
WL-03070474 Parts Open 1 $149.68 Jan 19, 1:37 PM
WL-03070475 Expenses Open 1 $37.14 Jan 19, 1:37 PM
WL-03113446 Expenses Open 1 $26.40 Feb 20, 8:11 AM

Details