Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01316480 ↗ ServiceMax

MOPEC • Repair • P7

📍 Roper St. Francis Berkeley — 100 Callen Blvd, Summerville SC, 29486

Nov 20, 2025 → Jan 2, 2026

✅ Completed
P7 7 business days from creation
Target: Dec 1, 2025
🏭 Customer Supplied Parts (1)
🕐 Clock stopped: Completed (Jan 2)
⏸ 15d excluded (parts wait + holding)
✗ SLA Missed (17d late)
Dispatch 0.0d
Material Management 12.0d
Coordinators 23.2d
Field Work 2.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
12.0 days
Over SLA
Coordinators
23.2 days
Over SLA
Field Work
2.6 days
Over SLA
Billing
0.0 days
Created: Nov 20, 2025 Due: Dec 15, 2025 Completed: Jan 2, 2026 (17 days late)
📅
32.0 days Total Age
⏱️
12.0d in Awaiting Parts Longest Stage
🔄
14 transitions Status Changes
⚠️
21.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (3 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Eric Colon — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 24, 2025
Visit 2 Jan 2, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00544847
L2 review
Closed
Q-00031218 GL105 Grossing station needs leaking parts replaced Description of service needed-The rinse control valve is broken even after replacing o-rings. It is consistently leaking. The formalin waste is emptying on the floor . We need the fittings checked Make/Model GL105 serial number 09152 Parts required for service Number of parts shipping -3 parts description fitting 3/4" MNPT coupling insert, Poly-P specialized tools -standard tools and plumbing supplies ETA parts arrival 11/21/2025
Priority
High
Origin
Email
Reason
New Case
Contact
Nick Milanovic
Owner
Sherry Reich
Created
Nov 18, 2025
Work Orders from this Case (1)
WO-01316480 (current) Invoiced
Repair • Eric Colon
Created: Nov 20, 2025 • Closed: Jan 2, 2026
Completed with significant delays
Invoiced • 175 days old
🚨
Primary Delay 12.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 21.8 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
4.0d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Awaiting Parts
12.0d / 3.0d SLA
Scheduled
10.4d / 2.0d SLA
Reschedule
8.7d / 2.0d SLA
Tech Off Site
2.6d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/26/25- EColon- tried calling MOPEC, office still closed for christmas.


12/26 SRogers: Updating WO to reschedule. Tech support needed to continue diagnosis, however, Mopec was closed during our service visit, so FSE will need to contact Mopec prior to our rescheduled visit for further instructions.

12/24/25- EColon- Could not resolve issue with water rinse continually leaking. Could not contact manufacturer, closed due to holiday, will need to contact after holiday for next step.


12/19 MOwens Sent email to Elizabeth as the tech is sick today and will not make it onsite. Asked what the hours are next week for rescheduling. Elizabeth replied back that any day next week works for them. Replied back and scheduled the visit for 12/24 in the morning.

12/16 MOwens Elizabeth replied back that 12/19 around 12pm works for her.

12/16 MOwens Sent FU email to Elizabeth Reel/ Kaela Mason asking fi the repair visit can be scheduled for this Friday 12/19.

12/12/2025 LHill-per TEAMS message from Matt Bateman-Maybe we can move WO-1307879 to the 24th or 26th or give it to Chris Morning for 12/19 if Charlotte isnt to far from Raleigh.


12/12/2025 LHill-spoke with Nick/Mopec and advised him we need to reschedule this visit. He said that is fine and he will let the customer know.


12/12/2025 LHill-rec'd text from Eric Colon on my personal cell need to reschedule. He said he is about halfway done with Midmark installation and is not feeling well.


12/11/2025 Sramen - updated due date based on confirmation email from customer. Email stated:  "If he has any issue getting back to the lab have him call us 854-529-3172 and we will let him back to the lab." so I added that to the special instructions as well.


12/10 MOwens Sent email to Kaela Mason to confirm the part arrival and to schedule the repair visit. Kaela replied back to the email and the visit is scheduled for this Friday 12/12 after 2pm.

11/25 MOwens Per Nick

Kaela Mason

kaela.mason@rsfh.com

854-529-3172

11/25 MOwens Sent email to Nick at Mopec asking for the onsite POC info to schedule the repair visit.

🔧 Work Performed
1/2/26- EColon- Called MOPEC for further steps. Was told that the table end rinse will always have a slight drip and that is how it is made to function. Closing WO. Unit fully functional. 12/24/25- EColon- Arrived onsite, checked in with lab. Tried contacting MOPEC per instructions but they are closed due to holiday. Looked up service manual. Could not find any relevant directions. Waste bottle was not hooked up to connection for formalin waste. Replaced connections with connectors sent by MOPEC and reconnected waste bottle. Even with Rinse control all the way closed, water continually pours whenever water valve is on. Tried replacing the rinse control with part sent and issue continued to occur. MOPEC is closed due to christmas eve, will need to contact after holiday to find out next step.
🔍 Technician Findings
Water continually pours even when rinse control is off and water valve is on.
⚠️ Problem Description
Q-00031218 GL105 Grossing station needs leaking parts replaced Description of service needed-The rinse control valve is broken even after replacing o-rings. It is consistently leaking. The formalin waste is emptying on the floor . We need the fittings checked Make/Model GL105 serial number 09152 Parts required for service Number of parts shipping -3 parts description fitting 3/4" MNPT coupling insert, Poly-P specialized tools -standard tools and plumbing supplies ETA parts arrival 11/21/2025
📄 Description
GL100 Grossing Station

Timeline

📞
Case Linked Nov 18, 1:12 PM
Case Number: 00544847
Subject: L2 review
Status: Closed
⏳ 3.0 business days
📋
▶
2 Work Order Created Nov 20, 9:41 AM
Work Order Created → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Sherry Reich Nov 20, 9:47 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 6m
⏳ 4.0 business days
👷
▶
2 Technician Assigned Nov 25, 9:33 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4d 23h
📦
▶
2 Parts Requested Nov 25, 10:26 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Shawn Rogers
From: Assigned
To: Awaiting Parts
Duration in Previous: 53m
🚨 12.0 business days
🗓️
▶
2 Status: Scheduled Dec 10, 1:30 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-12T19:00:00.000+0000
📅
Dispatch Scheduled by Melissa Owens Dec 11, 10:32 AM
Scheduled For: 2025-12-12T20:00:00.000+0000
⏳ 2.0 business days
🔄
Status: Reschedule by Laura Hill Dec 12, 4:13 PM
From: Scheduled
To: Reschedule
Duration in Previous: 2d 2h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Dec 16, 12:47 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-19T17:00:00.000+0000
⏳ 4.0 business days
🔄
Status: Reschedule by Melissa Owens Dec 19, 8:57 AM
From: Scheduled
To: Reschedule
Duration in Previous: 2d 20h
🗓️
▶
2 Status: Scheduled Dec 19, 11:28 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-24T14:30:00.000+0000
⏳ 4.0 business days
⏱️
4x Labor Added Dec 24, 11:59 AM
Type: Labor, Travel
Status: Open
Qty: 2, 2.25, 99
⏱️
▶
2 Labor Added Dec 24, 2:04 PM
Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Eric Colon
From: Scheduled, Tech On Site
To: Tech On Site, Tech Off Site
Duration in Previous: 5d 2h, 0m
⏳ 3.0 business days
🔄
Status: Reschedule by Shawn Rogers Dec 26, 8:05 AM
From: Tech Off Site
To: Reschedule
Duration in Previous: 1d 18h
⚠️ 6.0 business days
⏱️
Labor Added Jan 2, 2:57 PM
Type: Labor
Status: Open
Qty: 0.5
✔️
▶
2 Status: Completed Jan 2, 3:16 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Eric Colon
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 2.0 business days
🚗
▶
3 Travel Added Jan 5, 5:18 PM
Travel Added → Status: Ready to Bill → Status: Invoiced
📄
Status: Ready to Bill by Diane Patton
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 3d 2h, 0m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⚠️ 5.8 business days
🧾
Invoice Created Jan 12, 8:45 AM
Invoice Number: SM-250531

Bottlenecks

Ready for Scheduling
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Awaiting Parts
Duration: 12.0 business days (threshold: 3.0 business days)
Exceeded by 9.0 business days
Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.5 business hours
Reschedule
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.8 business hours
Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Tech Off Site
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 4.9 business hours
Reschedule
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.7 business hours

🔗 Related Artifacts

📞
Case 00544847
Closed
📦
Parts Order 00085834
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
Corporate
Technician
Eric Colon
Scheduled
N/A
Created
Nov 20, 9:41 AM
Invoice #
SM-250531

Work Details (8)

Name Type Status Qty Amount Date
WL-03014341 Expenses Open 1 $0.00 Nov 20, 9:41 AM
WL-03047294 Labor Open 2 $0.00 Dec 24, 11:59 AM
WL-03047295 Labor Open 2.25 $267.75 Dec 24, 11:59 AM
WL-03047296 Travel Open 99 $340.00 Dec 24, 11:59 AM
WL-03047297 Travel Open 99 $0.00 Dec 24, 11:59 AM
WL-03047417 Labor Open 2.25 $0.00 Dec 24, 2:04 PM
WL-03052642 Labor Open 0.5 $119.00 Jan 2, 2:57 PM
WL-03053977 Travel Open 29 $155.00 Jan 5, 5:18 PM

Details