Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01316501 ↗ ServiceMax

CASTLEWOOD FIRE RESCUE • Repair • P7

📍 CASTLEWOOD FIRE RESCUE — 103 Donnie Dean Drive, Castlewood VA, 24224

Nov 20, 2025 → Jan 5, 2026

✅ Completed
P7 7 business days from creation
Target: Dec 1, 2025
🕐 Clock stopped: Completed (Jan 6)
✗ SLA Missed (35d late)
Dispatch 0.0d
Material Management 1.3d
Coordinators 34.3d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.3 days
Coordinators
34.3 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Nov 20, 2025 Due: Dec 10, 2025 Completed: Jan 6, 2026 (26 days late)
📅
33.3 days Total Age
⏱️
27.0d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
30.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00542717
eBiotrack - New Work Order Request - Inspection Repair
Closed
Q-00031085 Inspection #: 30787 Asset ID: 13283982 Serial #: 16S-011931 Model: Ferno Washington Inc - iNX Notes: Follow-up required. Out of tolerance. Wheels worn Hand control switch inoperable Requires- 0906026 x1 0906093, set of 4 wheels.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Matthew Phillips
Owner
Leona Coonrod
Created
Nov 10, 2025
Work Orders from this Case (1)
WO-01316501 (current) Invoiced
Repair • Todd Fogiel
Created: Nov 20, 2025 • Closed: Jan 5, 2026
Completed with significant delays
Invoiced • 175 days old
🚨
Primary Delay 27.0 days stuck in "Assigned"
⏱️
Total Delay 30.8 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
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
1.3d / 3.0d SLA
Ready for Scheduling
2.0d / 1.0d SLA
Assigned
27.0d / 0.5d SLA
Scheduled
5.3d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/30 MOwens Matthew called back and he said Mon. 1/5 with arrival closer to 11am works for him.

12/30 MOwens Called Matthew back and left a vm requesting to schedule the repair visit for 1/5.

12/23 MOwens Called to speak to Matthew Phillips. Left a vm for him to call back to schedule the repair visit.

12/09/2025 LHill-still waiting on parts for WO-01311075


12/4/2025 Sramen - pushed out due date. Waiting on parts for WO-01311075 (moved parts order priority to high).

11/24 MOwens WO-01311075 is in awaiting parts status

🔧 Work Performed
Buttons replaced Wheels replaced Unit cycle tested
🔍 Technician Findings
Unit located Buttons inoperable Wheels worn
⚠️ Problem Description
Q-00031085 Inspection #: 30787 Asset ID: 13283982 Serial #: 16S-011931 Model: Ferno Washington Inc - iNX Notes: Follow-up required. Out of tolerance. Wheels worn Hand control switch inoperable Requires- 0906026 x1 0906093, set of 4 wheels. https://www.ebiotrack.com/workorder.php?wo=69851

Timeline

📞
Case Linked Nov 10, 8:04 PM
Case Number: 00542717
Subject: eBiotrack - New Work Order Request - Inspection Repair
Status: Closed
⚠️ 8.5 business days
📋
▶
2 Work Order Created Nov 20, 11:00 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Nov 20, 11:10 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 9m
📅
Status: Ready for Scheduling by Amy Greene Nov 20, 9:29 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 10h 18m
⏳ 2.3 business days
👷
▶
2 Technician Assigned Nov 24, 10:55 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 13h
🔩
3x Parts Added Nov 24, 2:10 PM
Type: Parts, Expenses
Status: Open
Qty: 1
🚨 27.0 business days
📅
▶
2 Dispatch Scheduled Dec 30, 10:17 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 35d 23h
⚠️ 5.0 business days
✔️
▶
3 Status: Completed Jan 5, 9:03 PM
Status: Completed → 3x Labor Added → Status: Closed
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 3, 1.25, 175
🏁
Status: Closed by Todd Fogiel
From: Completed
To: Closed
Duration in Previous: 4m
📄
▶
2 Status: Ready to Bill Jan 6, 5:39 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 3.8 business days
🧾
Invoice Created Jan 11, 11:37 PM
Invoice Number: SM-250634

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 27.0 business days (threshold: 4.0 business hours)
Exceeded by 26.5 business days
Scheduled
Duration: 5.3 business days (threshold: 2.0 business days)
Exceeded by 3.3 business days

🔗 Related Artifacts

📞
Case 00542717
Closed
📦
Parts Order 00085601
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Todd Fogiel
Scheduled
Jan 5, 11:00 AM
Created
Nov 20, 11:00 AM
Invoice #
SM-250634

Work Details (6)

Name Type Status Qty Amount Date
WL-03018635 Parts Open 1 $192.00 Nov 24, 2:10 PM
WL-03018636 Parts Open 1 $453.00 Nov 24, 2:10 PM
WL-03018637 Expenses Open 1 $27.56 Nov 24, 2:10 PM
WL-03054333 Labor Open 3 $0.00 Jan 5, 9:07 PM
WL-03054334 Labor Open 1.25 $162.50 Jan 5, 9:07 PM
WL-03054335 Travel Open 175 $0.00 Jan 5, 9:07 PM

Details