Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311417 ↗ ServiceMax

PLANNED PARENTHOOD OF GREATER NEW YORK • Repair • P5

📍 Project Street Beat 4th Floor — 349 East 149th Street 4th Floor, Bronx NY, 10451

Oct 27, 2025 → Apr 7, 2026

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Nov 3, 2025
✗ SLA Missed (57 biz days late)
Active: 62 biz days
Paused: 47 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Apr 7, 2026)
SLA Target
▶ Clock Running
Status: Created
Oct 27 → Oct 27, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 27 → Oct 27, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Assigned
Oct 27 → Oct 28, 2025
1 business day (counted)
Running total: 1 of 5 biz days used
▶ Clock Running
Status: Scheduled
Oct 28 → Nov 4, 2025
5 business days (counted)
Running total: 6 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 6 of 5 biz days used
▶ Clock Running
Status: Completed
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 6 of 5 biz days used
21d
▶ Clock Running
Status: Incomplete
Nov 4 → Dec 8, 2025
21 business days (counted)
Running total: 27 of 5 biz days used
▶ Clock Running
Status: L2 Screening
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 27 of 5 biz days used
⏸47d
⏸ Clock Paused
Status: Awaiting Parts
Dec 8 → Feb 17, 2026
47 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 17 → Feb 19, 2026
2 business days (counted)
Running total: 29 of 5 biz days used
9d
▶ Clock Running
Status: Scheduled
Feb 19 → Mar 4, 2026
9 business days (counted)
Running total: 38 of 5 biz days used
▶ Clock Running
Status: Reschedule
Mar 4 → Mar 4, 2026
0 business days (counted)
Running total: 38 of 5 biz days used
24d
▶ Clock Running
Status: Incomplete
Mar 4 → Apr 7, 2026
24 business days (counted)
Running total: 62 of 5 biz days used
▶ Clock Running
Status: Reschedule
Apr 7 → Apr 7, 2026
0 business days (counted)
Running total: 62 of 5 biz days used
Created: Oct 27, 2025 Completed: Apr 7, 2026
Business Days Used 62 / 5
0 5d budget +57d over
Show SLA Clock Detail (14 periods)
Period Status Clock Biz Days Running Total
Oct 27 → Oct 27 Created ▶ Running 0 0 / 5
Oct 27 → Oct 27 Ready for Scheduling ▶ Running 0 0 / 5
Oct 27 → Oct 28 Assigned ▶ Running 1 1 / 5
Oct 28 → Nov 4 Scheduled ▶ Running 5 6 / 5
Nov 4 → Nov 4 Tech On Site ▶ Running 0 6 / 5
Nov 4 → Nov 4 Completed ▶ Running 0 6 / 5
Nov 4 → Dec 8 Incomplete ▶ Running 21 27 / 5
Dec 8 → Dec 8 L2 Screening ▶ Running 0 27 / 5
Dec 8 → Feb 17 Awaiting Parts ⏸ Paused 47 —
Feb 17 → Feb 19 Reschedule ▶ Running 2 29 / 5
Feb 19 → Mar 4 Scheduled ▶ Running 9 38 / 5
Mar 4 → Mar 4 Reschedule ▶ Running 0 38 / 5
Mar 4 → Apr 7 Incomplete ▶ Running 24 62 / 5
Apr 7 → Apr 7 Reschedule ▶ Running 0 62 / 5
Dispatch 0.0d
Material Management 47.7d
Coordinators 21.2d
Field Work 0.1d
Incomplete 46.6d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
47.7 days
Over SLA
Coordinators
21.2 days
Over SLA
Field Work
0.1 days
Incomplete (excluded from total)
46.6 days
Billing
0.0 days
Created: Oct 27, 2025 Due: Apr 7, 2026 Completed: Apr 7, 2026 (on time)
📅
110.0 days Total Age
⏱️
47.7d in Awaiting Parts Longest Stage
🔄
17 transitions Status Changes
⚠️
61.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (3 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Mohamed Shareed — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 4, 2025
Visit 2 Mar 4, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00536734
Follow up to WO-01309298
Closed
Q-00030699 Follow up to WO-01309298 Inspection #: 10257 Asset ID: 13207776 Model: ACCUCOLD - FF511LMED Notes: Electrical Safety Tested Passed Per NFPA 99 Specifications Ground Resistance: 93 (mOhms) Chassis Leakage (NC): 40 (uAmps) LCD screen does not turn on. 2nd lcd screen broken. Out of tolerance. Follow-up required. Follow-up required. Recommend remove from service.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Dwayne LaFleur
Owner
Sherry Reich
Created
Oct 20, 2025
Work Orders from this Case (1)
WO-01311417 (current) Invoiced
Repair • Mohamed Shareed
Created: Oct 27, 2025 • Closed: Apr 7, 2026
Completed with significant delays
Invoiced • 290 days old
🚨
Primary Delay 47.7 days stuck in "Awaiting Parts"
⏱️
Total Delay 61.4 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
0.3d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
16.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Incomplete
46.6d
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
47.7d / 3.0d SLA
Reschedule
3.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.8d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

**Billing for one set of parts (customer lost parts)**

04/07/2026 MShareed- ASdvised to close wo as is per acct manager SBarnes.

4/7/26 Rberry- Updated due date and removed delay code. Per service manager close WO due to customer responding, additional parts are not going to be ordered.


4/7 KSmith -- Chatter from Scott B this can be closed out. Customer is not responding so additional parts are not going to be ordered. Chatter to FSE to close WO

4/7 KSmith -- Chatter to Keith/Scott to see if parts will be reordered or if this will be closed out due to no response from customer. WO has been sitting for weeks.

3/11 KWeiss, Chatter sent to Scott Berry, parts unable to be located. Waiting for response from site POC about ordering and billing for parts a second time.

2/19 KSmith -- Scheduled for 3/4 with Dwayne on WO-01313093. 9-11am

2/19 KSmith -- Sent email to schedule for 3/2. Both FSEs are fully booked next week on a large/past due inspection.

2/18/26 RBerry- Updated due date based on parts. Parts delivered to site on 1/16/26 but WO was not released to ASC until 2/17/26. Removed delay code.


2/18 KSmith -- Sent email to schedule for 3/2. Both FSEs are fully booked next week on a large/past due inspection.

01/12/2026 KFricke - Ordered to site.

12/8 KWeiss, Quote Q-00031019 approved. Moving to L2 Screening for part order.

11/10 KSmith -- Quote sent to customer. Valid until 12/10

11/7 KWeiss, Created case and sent to sales for quoting.

11/4 KWeiss, Email sent to manufacturer requesting p/n's. Chatter sent to tech for the same.

10/28 KSmith -- Scheduled for 11/4 with Dwayne. All FSEs are booked. Shawn is aware SLA will be missed

10/28 KSmith -- Sent email to schedule for 11/4

10/27 KSmith -- Sent email to schedule for 11/4

🔧 Work Performed
Open front panel and found broken screen. Main screen has broken cover and missing buttons. Thermometer alarm screen is defective segments are not displaying legibly. Attached all photos with model and part numbers. Customer requested parts order. 3/4/26 MShareed- Spoke to Dwayne advised to wait on site until he searches for part. Dwayne unable to locate part. He is requesting Emsar to reorder and reship part order. 04/07/2026 MShareed- ASdvised to close wo as is per acct manager SBarnes.
🔍 Technician Findings
Found both screens on unit to be broken.
⚠️ Problem Description
Q-00030699 Follow up to WO-01309298 Inspection #: 10257 Asset ID: 13207776 Model: ACCUCOLD - FF511LMED Notes: Electrical Safety Tested Passed Per NFPA 99 Specifications Ground Resistance: 93 (mOhms) Chassis Leakage (NC): 40 (uAmps) LCD screen does not turn on. 2nd lcd screen broken. Out of tolerance. Follow-up required. Follow-up required. Recommend remove from service.

Timeline

📞
Case Linked Oct 20, 10:14 AM
Case Number: 00536734
Subject: Follow up to WO-01309298
Status: Closed
⚠️ 6.0 business days
📋
▶
2 Work Order Created Oct 27, 8:03 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Technician Assigned Oct 27, 10:18 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 13m
⏳ 2.0 business days
👷
▶
3 Technician Assigned Oct 28, 10:28 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 1d 0h
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-04T13:30:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Mohamed Shareed Nov 4, 8:37 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 23h
⏱️
▶
2 4x Labor Added Nov 4, 9:25 AM
4x Labor Added → Status: Completed
✔️
Status: Completed by Mohamed Shareed
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 50m
🚨 22.0 business days
🔍
▶
3 Status: L2 Screening Dec 8, 1:23 PM
Status: L2 Screening → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086420
Status: Closed
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 4m
🚨 48.0 business days
🔩
▶
2 3x Parts Added Feb 17, 4:01 PM
3x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 71d 2h
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Feb 19, 11:20 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Reschedule
To: Scheduled
Duration in Previous: 1d 19h
🚨 10.0 business days
⏱️
▶
2 Labor Added Mar 4, 11:39 AM
Labor Added → Status: Reschedule
🔄
Status: Reschedule by Mohamed Shareed
From: Scheduled
To: Reschedule
Duration in Previous: 13d 0h
⚠️
Status: Incomplete by Shawn Rogers Mar 4, 1:53 PM
From: Reschedule
To: Incomplete
Duration in Previous: 2h 13m
🚨 25.0 business days
🔄
Status: Reschedule by Kourtney Smith Apr 7, 10:40 AM
From: Incomplete
To: Reschedule
Duration in Previous: 33d 19h
✔️
▶
2 Status: Completed Apr 7, 1:13 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Mohamed Shareed
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 4.0 business days
💵
▶
2 Status: Billing Review Apr 10, 9:21 AM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Diane Patton
From: Billing Review
To: Ready to Bill
Duration in Previous: 2m
📨
▶
2 Status: Invoice Pending Apr 10, 9:27 AM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-258968

Bottlenecks

Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Awaiting Parts
Duration: 47.7 business days (threshold: 3.0 business days)
Exceeded by 44.7 business days
Reschedule
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 3.0 business hours
Scheduled
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Closed
Duration: 3.8 business days (threshold: 1.0 business days)
Exceeded by 2.8 business days

🔗 Related Artifacts

📞
Case 00536734
Closed
📦
Parts Order 00086420
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Repair
Branch
N/A
Technician
Mohamed Shareed
Scheduled
N/A
Created
Oct 27, 8:03 AM
Invoice #
SM-258968

Work Details (8)

Name Type Status Qty Amount Date
WL-02995361 Labor Open 0.75 $111.75 Nov 4, 9:25 AM
WL-02995362 Labor Open 1 $149.00 Nov 4, 9:25 AM
WL-02995363 Travel Open 5 $0.00 Nov 4, 9:25 AM
WL-02995364 Expenses Open 1 $0.00 Nov 4, 9:25 AM
WL-03108941 Parts Open 1 $147.15 Feb 17, 4:01 PM
WL-03108942 Parts Open 1 $257.85 Feb 17, 4:01 PM
WL-03108943 Expenses Open 1 $0.00 Feb 17, 4:01 PM
WL-03129553 Labor Open 1 $149.00 Mar 4, 11:39 AM

Details