Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01309203 ↗ ServiceMax

Sono Bello • Virtual Tech - Field Repair • P3

📍 WI-Milwaukee — 245 South Executive Drive, Brookfield WI, 53005

Oct 14, 2025 → Dec 19, 2025

✅ Completed
P3 3 business days from creation
Target: Oct 17, 2025
🕐 Clock stopped: Completed (Dec 20)
⏸ 63d excluded (parts wait + holding)
✗ SLA Missed
Dispatch 0.0d
Material Management 46.0d
Coordinators 4.7d
Field Work 1.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
46.0 days
Over SLA
Coordinators
4.7 days
Over SLA
Field Work
1.0 days
Created: Oct 14, 2025 Due: Dec 19, 2025 Completed: Dec 20, 2025 (on time)
📅
49.0 days Total Age
⏱️
46.0d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
45.9d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00535174
Follow up to WO-01295779
Closed
Follow up to WO-01295779 Inspection #: 29142 Asset ID: 12950312 Model: Midmark - 255-005 Notes: NEEDS POWER CORD AND REAR HOUSING FOR LIGHT MODULE. THE FRONT IS OK THE FRONT FACING RING HAS LIGHT DAMAGE, BUT THE REAR HOUSING (PLASTIC PART) IS SIGNIFICANTLY CRACKED. p/n: 053-2434-00-337Noticeable physical damage on device
Priority
Standard
Origin
Email
Reason
New Case
Contact
Milwaukee Practice Manager
Owner
Virtual Tech
Created
Oct 13, 2025
Work Orders from this Case (1)
WO-01309203 (current) Invoiced
Virtual Tech - Field Repair • Mike Huffman
Created: Oct 14, 2025 • Closed: Dec 19, 2025
Completed with significant delays
Invoiced • 212 days old
🚨
Primary Delay 46.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 45.9 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
Awaiting Parts
46.0d / 3.0d SLA
Reschedule
0.0d / 2.0d SLA
Assigned
1.6d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/17/2025 CRamen Carrie 414-323-8400 returned call and scheduled for Friday 12/19/2025 with tech arrival between 8-10am. 


12/16/2025 Sramen - updated due date. Parts delivered 12/11 but MM did not update until today.


12/16/2025 CRamen Teams messaged KKelch : this one is past due and maybe we can get Andrew on this using escalating to another tech delay code as MHuffman, APage and RByer are all booked solid


12/16/2025 CRamen left a message for Carrie to return call to schedule for Friday morning


12/16/2025 CRamen delivered last Thursday/ Just put into RFS today.

🔧 Work Performed
12/19/2025 Mike Huffman. Replaced the light fixture rear housing part number 053-2434-00-337 and the AC power cord. Tested full functionally. All tests passed. Customer Gogo also tested the light and confirmed functionally.
🔍 Technician Findings
Light fixture rear housing is cracked.
⚠️ Problem Description
Follow up to WO-01295779 Inspection #: 29142 Asset ID: 12950312 Model: Midmark - 255-005 Notes: NEEDS POWER CORD AND REAR HOUSING FOR LIGHT MODULE. THE FRONT IS OK THE FRONT FACING RING HAS LIGHT DAMAGE, BUT THE REAR HOUSING (PLASTIC PART) IS SIGNIFICANTLY CRACKED. p/n: 053-2434-00-337Noticeable physical damage on device https://www.ebiotrack.com/workorder.php?wo=68926

Timeline

📞
Case Linked Oct 13, 7:08 PM
Case Number: 00535174
Subject: Follow up to WO-01295779
Status: Closed
📋
▶
3 Work Order Created Oct 14, 8:38 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00083484
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 46.0 business days
🔩
▶
2 2x Parts Added Dec 16, 1:32 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 63d 5h
👷
▶
2 Technician Assigned Dec 16, 1:51 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Reschedule
To: Assigned
Duration in Previous: 19m
🆕
Status: Entered by Charles Ramen Dec 16, 4:00 PM
From: Assigned
To: Entered
Duration in Previous: 2h 8m
👷
▶
2 Technician Assigned Dec 16, 4:05 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Entered
To: Assigned
Duration in Previous: 5m
🆕
▶
4 Status: Entered Dec 17, 9:59 AM
Status: Entered → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Charles Ramen
Technician: Mike Huffman
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-12-19T15:00:00.000+0000
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 0m
⏳ 3.0 business days
🔧
Status: Tech On Site by MICHAEL HUFFMAN Dec 19, 9:07 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 23h
⏱️
3x Labor Added Dec 19, 11:08 AM
Type: Labor, Travel
Status: Open
Qty: 2, 115
✔️
Status: Completed by MICHAEL HUFFMAN Dec 19, 10:48 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 13h 41m, 0m
⏳ 2.1 business days
📄
▶
2 Status: Ready to Bill Dec 23, 2:13 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-249845

Bottlenecks

Awaiting Parts
Duration: 46.0 business days (threshold: 3.0 business days)
Exceeded by 43.0 business days
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 6.9 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00535174
Closed
📦
Parts Order 00083484
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Mike Huffman
Scheduled
Dec 19, 10:00 AM
Created
Oct 14, 8:38 AM
Invoice #
SM-249845

Work Details (5)

Name Type Status Qty Amount Date
WL-03039288 Parts Open 1 $344.25 Dec 16, 1:32 PM
WL-03039289 Expenses Open 1 $18.80 Dec 16, 1:32 PM
WL-03043328 Labor Open 2 $238.00 Dec 19, 11:08 AM
WL-03043329 Labor Open 2 $238.00 Dec 19, 11:08 AM
WL-03043330 Travel Open 115 - Dec 19, 11:08 AM

Details