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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01312593 ↗ ServiceMax

PHMC - Public Health Management Corporation • Depot • PSM

📍 PHMC - Health Connection Health Center — 1900 North 9th Street, Suite 104, Philadephia PA, 19122

Nov 3, 2025 → Jun 24, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (44 biz days late)
Active: 61 biz days
Paused: 97 biz days
🕐 Clock stopped: Completed (Jun 24, 2026)
▶ Clock Running
Status: Created
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 3 → Nov 5, 2025
2 business days (counted)
Running total: 2 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Nov 5 → Nov 11, 2025
3 business days (not counted)
12d
▶ Clock Running
Status: Reschedule
Nov 11 → Dec 1, 2025
12 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 1 → Dec 2, 2025
1 business day (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 2 → Dec 3, 2025
1 business day (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Incomplete
Dec 3 → Dec 10, 2025
5 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 21 of ? biz days used
⏸94d
⏸ Clock Paused
Status: Awaiting Parts
Dec 10 → Apr 27, 2026
94 business days (not counted)
21d
▶ Clock Running
Status: Reschedule
Apr 27 → May 27, 2026
21 business days (counted)
Running total: 42 of ? biz days used
19d
▶ Clock Running
Status: L2 Screening
May 27 → Jun 24, 2026
19 business days (counted)
Running total: 61 of ? biz days used
▶ Clock Running
Status: On Hold
Jun 24 → Jun 24, 2026
0 business days (counted)
Running total: 61 of ? biz days used
▶ Clock Running
Status: Assigned
Jun 24 → Jun 24, 2026
0 business days (counted)
Running total: 61 of ? biz days used
Created: Nov 3, 2025 Completed: Jun 24, 2026
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Nov 3 → Nov 3 Created ▶ Running 0 0
Nov 3 → Nov 5 Assigned ▶ Running 2 2
Nov 5 → Nov 11 Awaiting Parts ⏸ Paused 3 —
Nov 11 → Dec 1 Reschedule ▶ Running 12 14
Dec 1 → Dec 2 Tech On Site ▶ Running 1 15
Dec 2 → Dec 3 Assigned ▶ Running 1 16
Dec 3 → Dec 10 Incomplete ▶ Running 5 21
Dec 10 → Dec 10 Assigned ▶ Running 0 21
Dec 10 → Apr 27 Awaiting Parts ⏸ Paused 94 —
Apr 27 → May 27 Reschedule ▶ Running 21 42
May 27 → Jun 24 L2 Screening ▶ Running 19 61
Jun 24 → Jun 24 On Hold ▶ Running 0 61
Jun 24 → Jun 24 Assigned ▶ Running 0 61
Dispatch 19.5d
Material Management 97.6d
Holding 0.0d (excluded)
Coordinators 38.4d
Field Work 1.3d
Incomplete 6.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
19.5 days
Over SLA
Material Management
97.6 days
Over SLA
Holding (excluded from total)
0.0 days
Coordinators
38.4 days
Over SLA
Field Work
1.3 days
Over SLA
Incomplete (excluded from total)
6.0 days
Billing
0.0 days
Created: Nov 3, 2025 Due: Dec 3, 2025 Completed: Jun 24, 2026 (202 days late)
📅
158.8 days Total Age
⏱️
94.3d in Awaiting Parts Longest Stage
🔄
14 transitions Status Changes
⚠️
145.4d over Total Delay
📦
3 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00539204
Repair audiology equipment
Closed
Q-00030903 we have 2 hearing machines that will require repair. I am attaching pictures of both units with the tag. (see email) asset tag #PBS043901 Model: American Electromedics - AE PILOT Model Type: Audiometer Serial #: 3042 (There is already a case for the below SN 6315500 - see case 00538575) Depot Verification 2hr depot labor 3x- shipping @$28 Reference Standards - Audiometer: ANSI S3.6 (2004) - Ambient Noise: OSHA (1983) - Headphones: ANSI S3.6 (2004) -
Priority
Standard
Origin
Email
Reason
New Case
Contact
Aliya Wimbush
Owner
Sherry Reich
Created
Oct 29, 2025
Work Orders from this Case (1)
WO-01312593 (current) Invoiced
Depot • Ryan Schwochow
Created: Nov 3, 2025 • Closed: Jun 24, 2026
Completed with significant delays
Invoiced • 283 days old
🚨
Primary Delay 94.3 days stuck in "Awaiting Parts"
⏱️
Total Delay 145.4 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
Assigned
5.0d / 0.5d SLA
Awaiting Parts
97.6d / 3.0d SLA
Reschedule
33.4d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Incomplete
6.0d
L2 Screening
19.5d / 1.0d SLA
On Hold
0.0d
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

5/27-RS: Parts arrived - pending repair and return to service

5/5-RS; Still awaiting parts - 00086587

12/10 KHardison, Added Q-00031522, parts order.

11/3/25 SReich - Per Ashley Perry: there are 2 units total, only 1 unit is listed on WO-01311919 and only 1 box was sent to the customer. A new work order is needed for the unit listed and then there will be 2 work orders, one for each unit.

🔧 Work Performed
During repair with new parts it was found that the IC chip that allows for calibration is no longer MFG'd. and was originally made in 05-09-1996. Device is non-repairable due to parts availability. service completed - device disposed - eval only
🔍 Technician Findings
Was able to duplicate issue and unit failed calibration test. Passed the hearing test, but not the electrical. Right ear phone screw that holds cable to ear phone is stripped and will need both a new earphone and cable to fix issue. 1 x 8121022 (Cord Headset f/ RA500 Audiometer) 1 x AMB-AMRE-TDH-39P (Telephonics 10 Ohm Ear Phone) 2 x Labor 3 x Shipping
⚠️ Problem Description
Q-00031522, parts order. Q-00030903 hearing machines that will require repair. asset tag #PBS043901 Model: American Electromedics - AE PILOT Model Type: Audiometer Serial #: 3042 Reference Standards - Audiometer: ANSI S3.6 (2004) - Ambient Noise: OSHA (1983) - Headphones: ANSI S3.6 (2004) - https://www.ebiotrack.com/workorder.php?wo=69413

Timeline

📞
Case Linked Oct 29, 10:30 AM
Case Number: 00539204
Subject: Repair audiology equipment
Status: Closed
⏳ 4.0 business days
📋
▶
3 Work Order Created Nov 3, 12:48 PM
Work Order Created → Technician Assigned → Status: Assigned
👷
Technician Assigned by Sherry Reich
Technician: Ryan Schwochow
👷
Status: Assigned by Sherry Reich
From: Entered
To: Assigned
Duration in Previous: 1m
⏳ 3.0 business days
📦
▶
2 Parts Requested Nov 5, 4:48 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Ryan Schwochow
From: Assigned
To: Awaiting Parts
Duration in Previous: 2d 3h
⏳ 3.9 business days
🔩
▶
2 2x Parts Added Nov 11, 10:35 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 5d 17h
🚨 12.0 business days
🔧
Status: Tech On Site by Ryan Schwochow Dec 1, 4:34 PM
From: Reschedule
To: Tech On Site
Duration in Previous: 20d 5h
👷
▶
2 Technician Assigned Dec 2, 12:11 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Samuel Klein
From: Tech On Site
To: Assigned
Duration in Previous: 19h 37m
⚠️
Status: Incomplete by Samuel Klein Dec 3, 8:56 AM
From: Assigned
To: Incomplete
Duration in Previous: 20h 45m
⚠️ 6.0 business days
👷
▶
2 Technician Assigned Dec 10, 1:26 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kimberly Hardison
From: Incomplete
To: Assigned
Duration in Previous: 7d 4h
📦
▶
2 Parts Requested Dec 10, 4:28 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Ryan Schwochow
From: Assigned
To: Awaiting Parts
Duration in Previous: 3h 2m
🚨 20.9 business days
📦
Parts Requested Jan 9, 11:10 AM
Order: 00087973
Status: Closed
🚨 75.0 business days
🔄
Status: Reschedule by John Rolston Apr 27, 4:47 PM
From: Awaiting Parts
To: Reschedule
Duration in Previous: 137d 23h
🚨 21.9 business days
🔍
Status: L2 Screening by Ryan Schwochow May 27, 3:47 PM
From: Reschedule
To: L2 Screening
Duration in Previous: 29d 23h
🚨 20.0 business days
⏸️
Status: On Hold by Ryan Schwochow Jun 24, 8:27 AM
From: L2 Screening
To: On Hold
Duration in Previous: 27d 16h
⏱️
▶
3 Labor Added Jun 24, 8:35 AM
Labor Added → Status: Assigned → Technician Assigned
👷
Status: Assigned by Ryan Schwochow
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 8m, 0m
👷
Technician Assigned by Ryan Schwochow
Technician: Ryan Schwochow
⏳ 3.0 business days
📄
▶
3 Status: Ready to Bill Jun 26, 2:24 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created
Invoice Number: SM-265816

Bottlenecks

Assigned
Duration: 2.8 business days (threshold: 4.0 business hours)
Exceeded by 2.3 business days
Awaiting Parts
Duration: 3.3 business days (threshold: 3.0 business days)
Exceeded by 2.2 business hours
Reschedule
Duration: 12.0 business days (threshold: 2.0 business days)
Exceeded by 10.0 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.4 business hours
Assigned
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Awaiting Parts
Duration: 94.3 business days (threshold: 3.0 business days)
Exceeded by 91.3 business days
Reschedule
Duration: 21.4 business days (threshold: 2.0 business days)
Exceeded by 19.4 business days
L2 Screening
Duration: 19.5 business days (threshold: 1.0 business days)
Exceeded by 18.5 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00539204
Closed
📦
Parts Order 00084840
Closed
📦
Parts Order 00086587
Closed
📦
Parts Order 00087973
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Depot
Branch
EBS
Technician
Ryan Schwochow
Scheduled
N/A
Created
Nov 3, 12:48 PM
Invoice #
SM-265816

Work Details (3)

Name Type Status Qty Amount Date
WL-03003065 Parts Open 1 $1.47 Nov 11, 10:35 AM
WL-03003066 Expenses Open 1 $35.78 Nov 11, 10:35 AM
WL-03271563 Labor Open 1 $149.00 Jun 24, 8:35 AM

Details