Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01315550 ↗ ServiceMax

VillageMD • Depot • PSM

📍 VM Braeswood - (TX25-C10818) — 7929 Kirby Dr. A, Houston TX, 77054

Nov 17, 2025 → Mar 12, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (68 biz days late)
Active: 76 biz days
Paused: 1 biz days
🕐 Clock stopped: Invoiced (Mar 12, 2026)
▶ Clock Running
Status: Created
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Nov 17 → Nov 18, 2025
1 business day (not counted)
11d
▶ Clock Running
Status: Reschedule
Nov 18 → Dec 5, 2025
11 business days (counted)
Running total: 11 of ? biz days used
10d
▶ Clock Running
Status: On Hold
Dec 5 → Dec 19, 2025
10 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 19 → Dec 22, 2025
1 business day (counted)
Running total: 22 of ? biz days used
50d
▶ Clock Running
Status: Incomplete
Dec 22 → Mar 6, 2026
50 business days (counted)
Running total: 72 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 6 → Mar 10, 2026
2 business days (counted)
Running total: 74 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 74 of ? biz days used
▶ Clock Running
Status: Completed
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 74 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Mar 10 → Mar 10, 2026
0 business days (not counted)
▶ Clock Running
Status: Reschedule
Mar 10 → Mar 12, 2026
2 business days (counted)
Running total: 76 of ? biz days used
Created: Nov 17, 2025 Invoiced: Mar 12, 2026
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Nov 17 → Nov 17 Created ▶ Running 0 0
Nov 17 → Nov 17 Assigned ▶ Running 0 0
Nov 17 → Nov 18 Awaiting Parts ⏸ Paused 1 —
Nov 18 → Dec 5 Reschedule ▶ Running 11 11
Dec 5 → Dec 19 On Hold ▶ Running 10 21
Dec 19 → Dec 19 Assigned ▶ Running 0 21
Dec 19 → Dec 22 Tech On Site ▶ Running 1 22
Dec 22 → Mar 6 Incomplete ▶ Running 50 72
Mar 6 → Mar 10 Assigned ▶ Running 2 74
Mar 10 → Mar 10 Tech On Site ▶ Running 0 74
Mar 10 → Mar 10 Completed ▶ Running 0 74
Mar 10 → Mar 10 Awaiting Parts ⏸ Paused 0 —
Mar 10 → Mar 12 Reschedule ▶ Running 2 76
Dispatch 0.0d
Material Management 1.4d
Holding 10.5d (excluded)
Coordinators 18.1d
Field Work 1.3d
Incomplete 51.0d (excluded)
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.4 days
Holding (excluded from total)
10.5 days
Coordinators
18.1 days
Over SLA
Field Work
1.3 days
Over SLA
Incomplete (excluded from total)
51.0 days
Created: Nov 17, 2025 Due: Jan 2, 2026 Completed: Mar 12, 2026 (68 days late)
📅
78.0 days Total Age
⏱️
51.0d in Incomplete Longest Stage
🔄
13 transitions Status Changes
⚠️
16.0d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Samuel A Klein — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 10, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00539453
WO-01309070 - Depot Repair Request
Closed
Q-00030859 Notes: Device not turning on , have tried to restart and won't pas from the blue screen Model: Welch Allyn - 73WE - Connex Spot Asset ID 6015878 DEPOT Repair - recalibration - pm 2x hr depot labor 1x- 105925 - main pcb 1x- batt22 3x- shipping @28 https://www.ebiotrack.com/workorder.php?wo=69761
Priority
Standard
Origin
Created From WO
Reason
New Case
Contact
Anna quintanilla
Owner
Kimberly Hardison
Created
Oct 29, 2025
Work Orders from this Case (1)
WO-01315550 (current) Invoiced
Depot • Samuel A Klein
Created: Nov 17, 2025 • Closed: Mar 12, 2026
Completed with significant delays
Invoiced • 269 days old
🚨
Primary Delay 51.0 days stuck in "Incomplete"
⏱️
Total Delay 16.0 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
3.6d / 0.5d SLA
Awaiting Parts
1.4d / 3.0d SLA
Reschedule
14.5d / 2.0d SLA
On Hold
10.5d
Tech On Site
1.3d / 1.0d SLA
Incomplete
51.0d
Completed
0.0d / 1.0d SLA
Closed
3.6d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/6 KHardison: Added Q-00032975 for parts order.

12/5-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 


🔧 Work Performed
Replaced PCB Board and Touchscreen. Issues with the PCB and Touchscreen have been resolved. Performing PM to ensure unit is calibrated. Cleaned Device Externals Visual Inspection; Passed Battery Replaced Initialize NIBP Board Completed Calibration Completed PM Completed per mfg specs *See attached service record for detailed testing results* 12 x 12 x 12" Corrugated Box Outbound - 1Z01E3E70395049344 - Delivered - 11/21/2025 Return: 1Z01E3E79095326952 - Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
Replaced the PCB Board and it fixed the issue with unit being stuck on splash screen and fixed the original issue. Upon start up, tried to calibrated touchscreen and touchscreen was not responding to touch. Unit will need a new touchscreen as well to complete the repairs on this unit. 2 x hr depot labor 1 x 105925 - main pcb 1 x batt22 1 x 105924 3x- shipping @28
⚠️ Problem Description
Q-00032975, parts order. Q-00030859 Notes: Device not turning on , have tried to restart and won't pas from the blue screen Model: Welch Allyn - 73WE - Connex Spot Asset ID 6015878 DEPOT Repair - recalibration - pm https://www.ebiotrack.com/workorder.php?wo=69762

Timeline

📞
Case Linked Oct 29, 5:39 PM
Case Number: 00539453
Subject: WO-01309070 - Depot Repair Request
Status: Closed
🚨 12.8 business days
📋
▶
3 Work Order Created Nov 17, 11:12 AM
Work Order Created → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kimberly Hardison
Technician: Ryan Schwochow
👷
Status: Assigned by Kimberly Hardison
From: Entered
To: Assigned
Duration in Previous: 1m
📦
▶
2 Parts Requested Nov 17, 4:08 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Ryan Schwochow
From: Assigned
To: Awaiting Parts
Duration in Previous: 4h 54m
🔩
▶
2 2x Parts Added Nov 18, 11:33 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 19h 24m
🚨 12.0 business days
⏸️
Status: On Hold by Ryan Schwochow Dec 5, 3:07 PM
From: Reschedule
To: On Hold
Duration in Previous: 17d 3h
🚨 11.0 business days
👷
▶
2 Technician Assigned Dec 19, 4:56 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Samuel Klein
From: On Hold, Assigned
To: Assigned, Tech On Site
Duration in Previous: 14d 1h, 0m
⏳ 1.9 business days
⚠️
Status: Incomplete by Samuel Klein Dec 22, 10:11 AM
From: Tech On Site
To: Incomplete
Duration in Previous: 2d 17h
🚨 51.0 business days
👷
▶
2 Technician Assigned Mar 6, 9:26 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kimberly Hardison
From: Incomplete
To: Assigned
Duration in Previous: 73d 23h
⏳ 3.0 business days
🔧
Status: Tech On Site by Samuel Klein Mar 10, 1:59 PM
From: Assigned
To: Tech On Site
Duration in Previous: 4d 3h
🔩
5x Parts Added Mar 10, 2:05 PM
Type: Parts, Labor
Status: Open
Qty: 1
🔩
Parts Added Mar 10, 2:21 PM
Type: Parts
Status: Open
Qty: 1
✔️
▶
3 Status: Completed Mar 10, 2:27 PM
Status: Completed → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00091923
Status: Closed
📦
Status: Awaiting Parts by Samuel Klein
From: Completed
To: Awaiting Parts
Duration in Previous: 1m
💵
▶
2 Expenses Added Mar 10, 3:09 PM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Sean Weaver
From: Awaiting Parts
To: Reschedule
Duration in Previous: 39m
⏳ 3.0 business days
🏁
Status: Closed by Ryan Schwochow Mar 12, 3:29 PM
From: Reschedule
To: Closed
Duration in Previous: 2d 0h
⏳ 4.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 17, 1:06 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 4d 21h, 0m
🚨 88.0 business days
🧾
Invoice Created Jul 21, 9:50 AM
Invoice Number: SM-256717

Bottlenecks

Assigned
Duration: 4.9 business hours (threshold: 4.0 business hours)
Exceeded by 0.9 business hours
Reschedule
Duration: 11.9 business days (threshold: 2.0 business days)
Exceeded by 9.9 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.1 business hours
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Reschedule
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 4.8 business hours
Closed
Duration: 3.6 business days (threshold: 1.0 business days)
Exceeded by 2.6 business days

🔗 Related Artifacts

📞
Case 00539453
Closed
📦
Parts Order 00085449
Closed
📦
Parts Order 00091923
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Depot
Branch
Edge
Technician
Samuel A Klein
Scheduled
N/A
Created
Nov 17, 11:12 AM
Invoice #
SM-256717

Work Details (9)

Name Type Status Qty Amount Date
WL-03011056 Parts Open 1 $1.47 Nov 18, 11:33 AM
WL-03011057 Expenses Open 1 $60.00 Nov 18, 11:33 AM
WL-03137553 Parts Open 1 $1,206.90 Mar 10, 2:05 PM
WL-03137554 Parts Open 1 $411.25 Mar 10, 2:05 PM
WL-03137555 Parts Open 1 $157.95 Mar 10, 2:05 PM
WL-03137556 Labor Open 1 $126.28 Mar 10, 2:05 PM
WL-03137557 Labor Open 1 $126.28 Mar 10, 2:05 PM
WL-03137571 Parts Open 1 $1.74 Mar 10, 2:21 PM
WL-03137649 Expenses Open 1 $60.00 Mar 10, 3:09 PM

Details