Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01312457 ↗ ServiceMax

Milford Regional Physician Group • Inspection • PSM

📍 Franklin Family Care — 1280 West Central St Suite 202, Franklin MA, 02038

Nov 3, 2025 → Mar 20, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (75 biz days late)
Active: 92 biz days
🕐 Clock stopped: Completed (Mar 20, 2026)
▶ Clock Running
Status: Created
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 3 → Nov 5, 2025
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 5 → Nov 10, 2025
3 business days (counted)
Running total: 5 of ? biz days used
64d
▶ Clock Running
Status: On Hold
Nov 10 → Feb 17, 2026
64 business days (counted)
Running total: 69 of ? biz days used
▶ Clock Running
Status: Canceled
Feb 17 → Feb 18, 2026
1 business day (counted)
Running total: 70 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 18 → Feb 19, 2026
1 business day (counted)
Running total: 71 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 71 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 19 → Feb 20, 2026
1 business day (counted)
Running total: 72 of ? biz days used
▶ Clock Running
Status: Reschedule
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 72 of ? biz days used
20d
▶ Clock Running
Status: Scheduled
Feb 20 → Mar 20, 2026
20 business days (counted)
Running total: 92 of ? biz days used
Created: Nov 3, 2025 Completed: Mar 20, 2026
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Nov 3 → Nov 3 Created ▶ Running 0 0
Nov 3 → Nov 5 Ready for Scheduling ▶ Running 2 2
Nov 5 → Nov 10 Assigned ▶ Running 3 5
Nov 10 → Feb 17 On Hold ▶ Running 64 69
Feb 17 → Feb 18 Canceled ▶ Running 1 70
Feb 18 → Feb 19 Ready for Scheduling ▶ Running 1 71
Feb 19 → Feb 19 Assigned ▶ Running 0 71
Feb 19 → Feb 20 Scheduled ▶ Running 1 72
Feb 20 → Feb 20 Reschedule ▶ Running 0 72
Feb 20 → Mar 20 Scheduled ▶ Running 20 92
Dispatch 0.0d
Holding 64.9d (excluded)
Coordinators 31.5d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
64.9 days
Coordinators
31.5 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Nov 3, 2025 Due: Mar 31, 2026 Completed: Mar 20, 2026 (11 days early)
📅
93.0 days Total Age
⏱️
64.9d in On Hold Longest Stage
🔄
13 transitions Status Changes
⚠️
24.7d over Total Delay
📦
0 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 #00540155
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 100 https://www.ebiotrack.com/inspection.php?iid=30919
Priority
Standard
Origin
Email
Reason
New Case
Contact
Wendi Koffinke
Owner
John Rolston
Created
Nov 1, 2025
Work Orders from this Case (1)
WO-01312457 (current) Invoiced
Inspection • Kaylee Tran
Created: Nov 3, 2025 • Closed: Mar 20, 2026
Completed with significant delays
Invoiced • 285 days old
🚨
Primary Delay 64.9 days stuck in "On Hold"
⏱️
Total Delay 24.7 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
5.0d / 1.0d SLA
Assigned
4.2d / 0.5d SLA
On Hold
64.9d
Canceled
1.4d
Scheduled
21.6d / 2.0d SLA
Reschedule
0.6d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
2/20 KSmith -- Scheduled for 3/20 with Christine. 9-11am

2/20 KSmith -- FSE will be on PTO on 3/6 now. Sent email to reschedule for 3/20

2/19 KSmith -- Scheduled for 3/6 with Christine. 9-11am

2/19 KSmith -- Per Anne, Christine Miller is the new POC

Christine.Miller3@umassmemorial.org

2/19 KSmith -- Sent email to schedule for 3/6

11/7 KSmith -- Forwarded information to Scott B to verify the locations with customer. Anne said this isn't for Suite 301

11/7 KSmith -- Wendi advised that Anne Casey is the POC for suite 301

Anne.Casey@umassmemorial.org

11/7 KSmith -- Wendi is still confused on what location we are scheduling for. Advised again that this is for Suite 301. Provided Wendi the full address and suite number again and am awaiting response.

11/7 KSmith -- Followed up with Wendi to see if they were ready to schedule the inspection for 12/11 (JS)

11/5 KSmith -- Wendi requested clarification on which location this was. Advised its Suite 301 and sent the equipment list.

11/5 KSmith -- Sent email to schedule for 12/11 (JS)

11/05/2025 LHill-sent email to Wendi Koffinke at wkoffinke@milreg.org to confirm contact & equipment.


11/05/2025 LHill-Called 774-462-3910 for Wendi Koffinke. Operator advised that Wendi is currently at another location today. She will send her message to call me.

🔧 Work Performed
Annual inspection completed on 105 devices.
🔍 Technician Findings
Site ready for annual inspection.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 100 https://www.ebiotrack.com/inspection.php?iid=30919

Timeline

📞
Case Linked Nov 1, 7:00 AM
Case Number: 00540155
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Nov 3, 9:01 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 3.0 business days
👷
▶
2 Technician Assigned Nov 5, 1:03 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 4h
⏳ 4.0 business days
⏸️
Status: On Hold by Kourtney Smith Nov 10, 11:46 AM
From: Assigned
To: On Hold
Duration in Previous: 4d 22h
🚨 65.0 business days
🚫
Status: Canceled by Scott Berry Feb 17, 3:30 PM
From: On Hold
To: Canceled
Duration in Previous: 99d 3h
📅
Status: Ready for Scheduling by Scott Berry Feb 18, 11:00 AM
From: Canceled
To: Ready for Scheduling
Duration in Previous: 19h 30m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Feb 19, 12:07 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 1h
📅
▶
2 Dispatch Scheduled Feb 19, 3:54 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 3h 46m
🔄
Status: Reschedule by Kourtney Smith Feb 20, 11:54 AM
From: Scheduled
To: Reschedule
Duration in Previous: 19h 59m
🗓️
▶
2 Status: Scheduled Feb 20, 4:59 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-20T13:00:00.000+0000
🚨 20.9 business days
⏱️
▶
3 6x Labor Added Mar 20, 6:34 PM
6x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Kaylee Tran
From: Scheduled
To: Completed
Duration in Previous: 28d 0h
🏁
Status: Closed by Kaylee Tran
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 1.7 business days
📄
▶
3 Status: Ready to Bill Mar 23, 11:51 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-257255

Bottlenecks

Ready for Scheduling
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Assigned
Duration: 3.7 business days (threshold: 4.0 business hours)
Exceeded by 3.2 business days
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business hours
Scheduled
Duration: 20.3 business days (threshold: 2.0 business days)
Exceeded by 18.3 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.4 business hours

🔗 Related Artifacts

📞
Case 00540155
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Kaylee Tran
Scheduled
Mar 20, 9:00 AM
Created
Nov 3, 9:01 AM
Invoice #
SM-257255

Work Details (6)

Name Type Status Qty Amount Date
WL-03153871 Labor Open 1 $0.00 Mar 20, 6:34 PM
WL-03153872 Labor Open 6.25 $2,923.00 Mar 20, 6:34 PM
WL-03153873 Labor Open 1.5 $0.00 Mar 20, 6:34 PM
WL-03153874 Travel Open 44 - Mar 20, 6:34 PM
WL-03153875 Travel Open 44 - Mar 20, 6:34 PM
WL-03153876 Expenses Open 1 $0.00 Mar 20, 6:34 PM

Details