Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01315232 ↗ ServiceMax

VillageMD • Repair • P3

📍 VM Marchand & Associates - (TX28-S50104) — 4534 West Gate Blvd., Suite 113, Austin TX, 78745

Nov 13, 2025 → Apr 6, 2026

✅ Completed
P3 3 business days from creation
Target: Nov 18, 2025
🕐 Clock stopped: Completed (Apr 7)
⏸ 95d excluded (parts wait + holding)
✗ SLA Missed (44d late)
Dispatch 0.0d
Material Management 67.3d
Holding 21.9d (excluded)
Coordinators 15.6d
✗ SLA Missed
Dispatch
0.0 days
Material Management
67.3 days
Over SLA
Holding (excluded from total)
21.9 days
Coordinators
15.6 days
Over SLA
Created: Nov 13, 2025 Due: Feb 19, 2026 Completed: Apr 7, 2026 (46 days late)
📅
102.4 days Total Age
⏱️
67.3d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
78.2d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00543216
Needs quote
Closed
Q-00031108 Follow up to WO-01303282 Inspection #: 29949 Asset ID: 6234342 Model: Welch Allyn - 767 Series Notes: Noticeable physical damage on device Follow-up required. Recommend remove from service. Parts Needed- Emsar to follow up with quote for needed replacement part. Reviewed service with customer, quote needed Unit has expose wires and in order to fix this issue. The following parts are needed: 104299 Handle Assembly
Priority
Standard
Origin
Email
Reason
New Case
Contact
Leory Perez
Owner
Jessica Sells
Created
Nov 12, 2025
Work Orders from this Case (1)
WO-01315232 (current) Invoiced
Repair • Anthony Wirth
Created: Nov 13, 2025 • Closed: Apr 6, 2026
Completed with significant delays
Invoiced • 182 days old
🚨
Primary Delay 67.3 days stuck in "Awaiting Parts"
⏱️
Total Delay 78.2 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
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
67.3d / 3.0d SLA
Reschedule
0.0d / 2.0d SLA
Assigned
5.6d / 0.5d SLA
On Hold
21.9d
Ready for Scheduling
0.0d / 1.0d SLA
Scheduled
10.0d / 2.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/24 KKelch scheduled per logged email from Rosielynn

3/24 KKelch sent Rosielynn an email for scheduling

03/24/2026 DNakoff - POC update. After three more failed attempts, please close out and bill for parts.

2/23 KKelch placed on hold due to 3 failed attempts to contact

02/19/2026 LHill-sent email to Leory at lperez7@villagemedical.com trying to schedule tech visit. Offered 02/20 with tech arrival 3:30-4:30.

See logged email.


02/19/2026 LHill-LM at 512-466-3614 for Leory Perez trying to schedule tech visit.


2/18/26 RBerry- Parts delivered to site on 12/8/26 but WO was not released to ASC until 2/16/26. Updated due date and removed delay code.


2/17 KKelch called Leory to schedule for 2/20 between 3:30 and 4:30 pm. Left VM. 

🔧 Work Performed
Arrived on site, customer moved the unit from room 5 to vital room. Replace two handle assemble and functional checked the unit. found no other issues with the unit
🔍 Technician Findings
Unit's hand helds have expose wires. Have replace two of the units hand helds.
⚠️ Problem Description
Q-00031108 Follow up to WO-01303282 Inspection #: 29949 Asset ID: 6234342 Model: Welch Allyn - 767 Series Notes: Noticeable physical damage on device Follow-up required. Recommend remove from service. Parts Needed- Emsar to follow up with quote for needed replacement part. Reviewed service with customer, quote needed Unit has expose wires and in order to fix this issue. The following parts are needed: 104299 Handle Assembly https://www.ebiotrack.com/workorder.php?wo=69700

Timeline

📞
Case Linked Nov 12, 10:15 AM
Case Number: 00543216
Subject: Needs quote
Status: Closed
⏳ 2.0 business days
📋
▶
4 Work Order Created Nov 13, 4:13 PM
Work Order Created → Status: L2 Screening → Parts Requested → Status: Awaiting Parts
🔍
Status: L2 Screening by Jessica Sells
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
Parts Requested
Order: 00085270
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 3m
🚨 68.0 business days
🔩
▶
4 2x Parts Added Feb 16, 4:44 PM
2x Parts Added → Status: Reschedule → Technician Assigned → Status: Assigned
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 95d 0h
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h6e00000II91nAAD, Anthony Wirth
👷
Status: Assigned by Kaitlyn Kelch
From: Reschedule
To: Assigned
Duration in Previous: 3m
⚠️ 5.9 business days
🆕
Status: Entered by Kaitlyn Kelch Feb 23, 11:31 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 6d 18h, 0m
🚨 22.0 business days
📅
Status: Ready for Scheduling by Dylan Nakoff Mar 24, 9:19 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 28d 20h
👷
▶
2 Technician Assigned Mar 24, 9:29 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 10m
🗓️
▶
2 Status: Scheduled Mar 24, 11:47 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-04-06T17:30:00.000+0000
🚨 10.0 business days
⏱️
▶
3 2x Labor Added Apr 6, 8:15 PM
2x Labor Added → Travel Added → Status: Completed
🚗
Travel Added
Type: Travel
Status: Open
Qty: 23
✔️
Status: Completed by Anthony Wirth
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 13d 8h, 0m
⏳ 2.5 business days
📄
Status: Ready to Bill by Diane Patton Apr 8, 3:56 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 19h, 0m
⏳ 2.0 business days
🧾
Invoice Created Apr 9, 9:25 PM
Invoice Number: SM-258746

Bottlenecks

Awaiting Parts
Duration: 67.3 business days (threshold: 3.0 business days)
Exceeded by 64.3 business days
Assigned
Duration: 5.3 business days (threshold: 4.0 business hours)
Exceeded by 4.8 business days
Scheduled
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00543216
Closed
📦
Parts Order 00085270
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
Edge
Technician
Anthony Wirth
Scheduled
Apr 6, 1:30 PM
Created
Nov 13, 4:13 PM
Invoice #
SM-258746

Work Details (5)

Name Type Status Qty Amount Date
WL-03107596 Parts Open 2 $531.90 Feb 16, 4:44 PM
WL-03107597 Expenses Open 1 $60.00 Feb 16, 4:44 PM
WL-03175196 Labor Open 1 $126.28 Apr 6, 8:15 PM
WL-03175197 Labor Open 0.5 $63.14 Apr 6, 8:15 PM
WL-03175207 Travel Open 23 $0.00 Apr 6, 8:18 PM

Details