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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01317789 ↗ ServiceMax

CVS • Repair • P4

📍 CVS - CVS-03382 — 29 Havenwood Drive, Mastic Beach NY, 11967

Dec 1, 2025 → Dec 5, 2025

✅ Completed
P4 4 business days from creation
Target: Dec 5, 2025
🕐 Clock stopped: Completed (Dec 6)
✗ SLA Missed
Dispatch 0.0d
Material Management 1.2d
Coordinators 4.0d
Billing 4.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.2 days
Coordinators
4.0 days
Over SLA
Billing
4.0 days
Over SLA
Created: Dec 1, 2025 Due: Dec 5, 2025 Completed: Dec 6, 2025 (on time)
📅
4.3 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
5.0d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00547812
Closed
There is a mandatory 4 business days in which to complete this work. If you have questions or require technical support during the service, call 931-284-4999 and follow the prompts to reach the EMSAR Level II Support team for assistance (Support Hours are Monday-Friday from 8:00 AM EST until 8:00 PM EST). Provide the team member with the Work Order number, location, and problem description. **ALL NON-EMSAR TECHNICIANS: You must check in from the location as soon as you arrive onsite and before you begin working on the kiosk. Call 931-284-4999 and follow the prompts. If there are any questions about the service expectations, use this opportunity to ask the Level II Support team.**
Priority
Standard
Origin
Phone
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Dec 1, 2025
Work Orders from this Case (1)
WO-01317789 (current) Invoiced
Repair • David Trost
Created: Dec 1, 2025 • Closed: Dec 5, 2025
Completed with minor delays
Invoiced • 164 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 5.0 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
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
1.2d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Scheduled
4.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
4.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Confirmed unit had an error.. front end of it was raised.  Replaced "L" assembly. Unit now passes functional testing and has been returned to service. 
🔍 Technician Findings
Confirmed unit had an error.. front end of it was raised.  Replaced "L" assembly. Unit now passes functional testing and has been returned to service. 
⚠️ Problem Description
Tech will be shipped replacement L assembly, and power cord kit to replace on unit There is a mandatory 4 business days in which to complete this work. If you have questions or require technical support during the service, call 931-284-4999 and follow the prompts to reach the EMSAR Level II Support team for assistance (Support Hours are Monday-Friday from 8:00 AM EST until 8:00 PM EST). Provide the team member with the Work Order number, location, and problem description. **ALL NON-EMSAR TECHNICIANS: You must check in from the location as soon as you arrive onsite and before you begin working on the kiosk. Call 931-284-4999 and follow the prompts. If there are any questions about the service expectations, use this opportunity to ask the Level II Support team.**
📄 Description
90550,BP MONITOR,AD DISP,NO LIGHT

Timeline

📞
▶
3 Case Linked Dec 1, 4:57 PM
Case Linked → Work Order Created → Status: L2 Screening
📋
Work Order Created
Work Order: WO-01317789
Type: Repair
Priority: P4
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Dec 1, 5:09 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 10m
📅
Status: Ready for Scheduling by Robert Cox Dec 2, 8:37 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 15h 28m
👷
▶
3 Technician Assigned Dec 2, 8:43 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 5m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-05T15:00:00.000+0000
🔩
3x Parts Added Dec 2, 11:31 AM
Type: Parts, Expenses
Status: Open
Qty: 1
📦
Parts Requested Dec 2, 12:16 PM
Order: 00086085
Status: Closed
⏳ 4.0 business days
⏱️
▶
2 5x Labor Added Dec 5, 8:29 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by David Trost
From: Scheduled
To: Completed
Duration in Previous: 3d 11h
🏁
Status: Closed by David Trost Dec 5, 8:55 PM
From: Completed
To: Closed
Duration in Previous: 25m
⏳ 1.4 business days
📄
Status: Ready to Bill by Timothy Amburgey Dec 8, 8:32 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 11h
⏳ 4.0 business days
📨
Status: Invoice Pending by Hannah Shaw Dec 11, 11:20 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 3d 2h, 0m
⏳ 2.0 business days
🧾
Invoice Created Dec 12, 12:39 PM
Invoice Number: SM-248753

Bottlenecks

Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00547812
Closed
📦
Parts Order 00086054
Closed
📦
Parts Order 00086085
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
ERLA - PROD
Technician
David Trost
Scheduled
Dec 5, 10:00 AM
Created
Dec 1, 4:58 PM
Invoice #
SM-248753

Work Details (8)

Name Type Status Qty Amount Date
WL-03023505 Parts Open 1 $0.00 Dec 2, 11:31 AM
WL-03023506 Parts Open 1 $0.00 Dec 2, 11:31 AM
WL-03023507 Expenses Open 1 $0.00 Dec 2, 11:31 AM
WL-03028847 Labor Open 2 $0.00 Dec 5, 8:29 PM
WL-03028848 Labor Open 1 $0.00 Dec 5, 8:29 PM
WL-03028849 Labor Open 2 $0.00 Dec 5, 8:29 PM
WL-03028850 Travel Open 62 $0.00 Dec 5, 8:29 PM
WL-03028851 Travel Open 62 $0.00 Dec 5, 8:29 PM

Details