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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01312479 ↗ ServiceMax

NaphCare • Inspection • PSM

📍 NaphCare - Reno - WASHOE COUNTY JAIL - 5071 — 911 E Parr Blvd, Reno NV, 89512

Nov 3, 2025 → May 21, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (120 biz days late)
Active: 137 biz days
🕐 Clock stopped: Completed (May 22, 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 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
22d
▶ Clock Running
Status: Assigned
Nov 3 → Dec 8, 2025
22 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Entered
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 22 of ? biz days used
59d
▶ Clock Running
Status: Assigned
Dec 8 → Mar 5, 2026
59 business days (counted)
Running total: 81 of ? biz days used
▶ Clock Running
Status: On Hold
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 81 of ? biz days used
48d
▶ Clock Running
Status: Reschedule
Mar 5 → May 12, 2026
48 business days (counted)
Running total: 129 of ? biz days used
▶ Clock Running
Status: Scheduled
May 12 → May 21, 2026
7 business days (counted)
Running total: 136 of ? biz days used
▶ Clock Running
Status: Tech On Site
May 21 → May 22, 2026
1 business day (counted)
Running total: 137 of ? biz days used
Created: Nov 3, 2025 Completed: May 22, 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 3 Ready for Scheduling ▶ Running 0 0
Nov 3 → Dec 8 Assigned ▶ Running 22 22
Dec 8 → Dec 8 Scheduled ▶ Running 0 22
Dec 8 → Dec 8 Entered ▶ Running 0 22
Dec 8 → Mar 5 Assigned ▶ Running 59 81
Mar 5 → Mar 5 On Hold ▶ Running 0 81
Mar 5 → May 12 Reschedule ▶ Running 48 129
May 12 → May 21 Scheduled ▶ Running 7 136
May 21 → May 22 Tech On Site ▶ Running 1 137
Dispatch 0.0d
Coordinators 138.4d
Field Work 1.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
138.4 days
Over SLA
Field Work
1.1 days
Over SLA
Billing
0.0 days
Created: Nov 3, 2025 Due: Dec 30, 2025 Completed: May 22, 2026 (142 days late)
📅
137.5 days Total Age
⏱️
59.5d in Assigned Longest Stage
🔄
10 transitions Status Changes
⚠️
133.5d over Total Delay
📦
0 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 #00540164
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 68 pieces https://www.ebiotrack.com/inspection.php?iid=30929
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jacob Fowler
Owner
Leona Coonrod
Created
Nov 1, 2025
Work Orders from this Case (1)
WO-01312479 (current) Invoiced
Inspection • Angel Rios
Created: Nov 3, 2025 • Closed: May 21, 2026
Completed with significant delays
Invoiced • 285 days old
🚨
Primary Delay 59.5 days stuck in "Assigned"
⏱️
Total Delay 133.5 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
0.1d / 1.0d SLA
Assigned
82.5d / 0.5d SLA
Scheduled
7.8d / 2.0d SLA
Reschedule
48.1d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

CONFIRMED


05/12/2026 LHill-sent email to Katrina-Sorry, but we had to move the scheduled to 5/21.


05/12/2026 LHill-Per TEAMS chat from Michael-needs to move this to 5/21.


05/12/2026 LHill-sent email to Katrina-Thank you for your response. I have this scheduled for 05/19.

See logged email.


05/12/2026 LHill-rec'd email from Katrina-Generally Thursday’s 9-12 work best. We would love the technician to call before arrival at 775-328-3066. Additionally the technician will need an escort around the building. So you would just need to ask for either Katrina or myself upon checking in with visiting.

See logged email.


05/12/2026 LHill-sent email to Catlin & Katrina-Please see the email below. We need to work on getting this scheduled.

See logged email.


04/27/2026 LHill-sent email to Catlin & Katrina


04/23/2026 LHill-rec'demail from Jacob Fowler-I am not the DON any longer. I am adding the current DON and HSA for this. Caitlin Barnett and Katrina Wubbolding.

See logged email.


4/23/2026 LHill-sent email to Jacob Fowler-Please advise if you are the correct person to contact for schedling.


04/21/2026 LHill-Called 775-328-2925. LM for Kate stating I never rec'd her email yesterday.


04/20/2026 LHill-Called 775-328-2925 for Jacob Fowler. spoke with Kate and she advised that Jacob is no longer the POC but she is responding to the email with information.


04/20/2026 LHill-Called 334-514-3102 . They don't have a anyone by the name of Jacob Fowler.


04/17/2026 LHill-sent email to Jacob Fowler trying to confirm POC so we can work on scheduling tech visit.


04/17/2026 LHill-Called 775-328-2925. LM for Jacob Fowler trying to confirm details so we can schedule tech visit.


3-2 Mburris email sent to POC

12-30 Mburris email sent to POC

12-30 Mburris called LM on Vmail 

12/8/25 Rberry- Returning WO back to dispatch to clear information.


12/8/25 Rberry- Testing Portkey Planner

🔧 Work Performed
Performed Inspection: Annual Equipment Electrical Safety Test And Calibration Service for 56 units.
🔍 Technician Findings
Inspection: Annual Equipment Electrical Safety Test And Calibration Service for 68 units.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 68 pieces https://www.ebiotrack.com/inspection.php?iid=30929

Timeline

📞
Case Linked Nov 1, 7:01 AM
Case Number: 00540164
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Nov 3, 9:18 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Nov 3, 10:05 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 46m
🚨 23.0 business days
🗓️
▶
4 Status: Scheduled Dec 8, 2:43 PM
Status: Scheduled → Dispatch Scheduled → Status: Entered → Technician Assigned
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2025-12-18T18:30:00.000+0000
🆕
Status: Entered by Rhea Berry
From: Scheduled, Entered
To: Entered, Assigned
Duration in Previous: 1m, 0m
👷
Technician Assigned by Rhea Berry
Technician: Angel Rios
🚨 60.0 business days
⏸️
Status: On Hold by Mark Joseph Mar 5, 6:29 PM
From: Assigned, On Hold
To: On Hold, Reschedule
Duration in Previous: 87d 3h, 0m
🚨 48.7 business days
🗓️
▶
2 Status: Scheduled May 12, 1:59 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2026-05-19T13:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris May 12, 2:10 PM
Scheduled For: 2026-05-21T17:00:00.000+0000
⚠️ 8.0 business days
🔧
Status: Tech On Site by Angel Rios May 21, 2:46 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 9d 0h
🚗
▶
3 2x Travel Added May 21, 8:33 PM
2x Travel Added → Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 3.5
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 7
⏱️
▶
2 Labor Added May 21, 11:53 PM
Labor Added → Status: Completed
✔️
Status: Completed by Angel Rios
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 9h 7m, 0m
📄
▶
2 Status: Ready to Bill May 22, 10:45 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 2m, 0m
⏳ 1.0 business days
🧾
Invoice Created May 25, 1:53 AM
Invoice Number: SM-262782

Bottlenecks

Assigned
Duration: 23.0 business days (threshold: 4.0 business hours)
Exceeded by 22.5 business days
Assigned
Duration: 59.5 business days (threshold: 4.0 business hours)
Exceeded by 59.0 business days
Reschedule
Duration: 48.1 business days (threshold: 2.0 business days)
Exceeded by 46.1 business days
Scheduled
Duration: 7.8 business days (threshold: 2.0 business days)
Exceeded by 5.8 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business hours

🔗 Related Artifacts

📞
Case 00540164
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Angel Rios
Scheduled
May 21, 1:00 PM
Created
Nov 3, 9:18 AM
Invoice #
SM-262782

Work Details (5)

Name Type Status Qty Amount Date
WL-03235171 Travel Open 161 - May 21, 8:33 PM
WL-03235172 Travel Open 161 - May 21, 8:33 PM
WL-03235173 Labor Open 3.5 $0.00 May 21, 8:35 PM
WL-03235174 Labor Open 7 $1,910.00 May 21, 8:37 PM
WL-03235374 Labor Open 3 $0.00 May 21, 11:53 PM

Details