Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01315894 ↗ ServiceMax

Accucold • Repair • PC

📍 Sage Product Development — 200 Foxborough Blvd. Suite 150, Foxboro MA, 02035

Nov 18, 2025 → Nov 19, 2025

✅ Completed
PC Per client agreement
Target: Dec 4, 2025
🕐 Clock stopped: Completed (Nov 19)
✓ SLA Met (15d early)
Dispatch 0.0d
Coordinators 2.1d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.1 days
Billing
0.0 days
Created: Nov 18, 2025 Due: Dec 4, 2025 Completed: Nov 19, 2025 (15 days early)
📅
2.0 days Total Age
⏱️
2.5d in Closed Longest Stage
🔄
6 transitions Status Changes
⚠️
1.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00544484
Service case 881925
Closed
Unit is making noise. It seems like the fan is the issue. Customer has a replacement condenser fan motor if needed. Refrigerator/Freezer-Unit is Noisy
Priority
Standard
Origin
Email
Reason
New Case
Contact
Nathalie Perry
Owner
John Rolston
Created
Nov 17, 2025
Work Orders from this Case (1)
WO-01315894 (current) Invoiced
Repair • David Cavaco
Created: Nov 18, 2025 • Closed: Nov 19, 2025
Completed with minor delays
Invoiced • 177 days old
🚨
Primary Delay 2.5 days stuck in "Closed"
⏱️
Total Delay 1.5 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
0.0d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Closed
2.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/18 KSmith -- Scheduled for tomorrow with Nathalie. 8-10am

11/18/2025 JRolston - Called site POC, Nathalie Perry @ 978-273-6503. Advised her that dispatch has been received, and that Coordinators will call to schedule accordingly.

🔧 Work Performed
Inspected the unit and found the noise to be a normal function of the freezer. Verified with Accucold tech support. No errors found. Unit working properly and returned to service.
🔍 Technician Findings
No errors found
⚠️ Problem Description
Unit is making noise. It seems like the fan is the issue. Customer has a replacement condenser fan motor if needed. Refrigerator/Freezer-Unit is Noisy

Timeline

📞
Case Linked Nov 17, 2:33 PM
Case Number: 00544484
Subject: Service case 881925
Status: Closed
📋
▶
2 Work Order Created Nov 18, 9:48 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
4 Technician Assigned Nov 18, 10:38 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 48m
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-19T14:00:00.000+0000
⏳ 2.0 business days
⏱️
▶
2 3x Labor Added Nov 19, 2:50 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by DAVID CAVACO
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 1d 4h, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Nov 21, 11:50 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 12.0 business days
🧾
Invoice Created Dec 8, 4:33 PM
Invoice Number: 247342

Bottlenecks

Closed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00544484
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
David Cavaco
Scheduled
Nov 19, 9:00 AM
Created
Nov 18, 9:48 AM
Invoice #
247342

Work Details (3)

Name Type Status Qty Amount Date
WL-03013237 Labor Open 1 $0.00 Nov 19, 2:50 PM
WL-03013238 Labor Open 0.5 $125.00 Nov 19, 2:50 PM
WL-03013239 Travel Open 30 $125.00 Nov 19, 2:50 PM

Details