Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01318264 ↗ ServiceMax

Sono Bello • Virtual Tech - Field Repair • P3

📍 KS-Kansas City — 10787 Nall Ave, Suite 210, Overland Park KS, 66211

Dec 2, 2025 → Dec 30, 2025

✅ Completed
P3 3 business days from creation
Target: Dec 5, 2025
🕐 Clock stopped: Invoiced (Dec 30)
⏸ 7d excluded (parts wait + holding)
✗ SLA Missed (18d late)
Dispatch 0.0d
Material Management 10.2d
Coordinators 15.2d
Field Work 1.0d
Incomplete 0.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
10.2 days
Over SLA
Coordinators
15.2 days
Over SLA
Field Work
1.0 days
Incomplete (excluded from total)
0.0 days
Billing
0.0 days
Created: Dec 2, 2025 Due: Jan 6, 2026 Completed: Dec 30, 2025 (7 days early)
📅
20.6 days Total Age
⏱️
5.0d in Assigned Longest Stage
🔄
20 transitions Status Changes
⚠️
9.9d over Total Delay
📦
3 orders, 0 quotes Parts & Quotes
📝
18 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (1 reschedule)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Thomas J Langenberg Jr — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 5, 2025
Visit 2 Dec 16, 2025
Visit 3 Dec 22, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00548038
Kansas City Sono Bello
Closed
Hello, One of our procedure tables will not flatten out horizontal. Please advise. 230-001
Priority
Standard
Origin
Email
Reason
New Case
Contact
Sara Carter
Owner
Virtual Tech
Created
Dec 2, 2025
Work Orders from this Case (2)
WO-01318231 Invoiced
Virtual Tech • Virtual Tech
Created: Dec 2, 2025 • Closed: Dec 3, 2025
WO-01318264 (current) Invoiced
Virtual Tech - Field Repair • Thomas J Langenberg Jr
Created: Dec 2, 2025 • Closed: Dec 30, 2025
Completed with minor delays
Invoiced • 163 days old
🚨
Primary Delay 5.0 days stuck in "Assigned"
⏱️
Total Delay 9.9 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
6.6d / 0.5d SLA
Scheduled
7.5d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Closed
2.5d / 1.0d SLA
Awaiting Parts
10.2d / 3.0d SLA
Reschedule
1.1d / 2.0d SLA
Completed
0.5d / 1.0d SLA
Incomplete
0.0d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/2/26 lcoonrod

follow up in case 00555557


12/24 KKelch sent Sara an email for scheduling

12/24/2025 JRolston - Per UPS, ETA on wb 1ZE444250372684483 is Tuesday, 12/30. Updated work order accordingly


12/19 KKelch scheduled per logged email from Sarah

12/12/2025 Sramen - updated due date based on parts :

12/12 KKelch Sara called me back to schedule for 12/16 between 9 and 11 am. Customer confirmed. 

12/12 KKelch called Sara to schedule for 12/16 between 2 and 3 pm. Left VM.

12/4 KKelch scheduled per logged email from SBerry

12/3 KKelch rescheduled per logged email from SRamen

12/3 KKelch Sara called me back to schedule the repair for 12/10 between 12 and 2 pm and inspection for 1/12 between 9 and 11 am. Customer confirmed. Call logged on WO-01318264

12/3 KKelch called Sara to schedule for 12/10 between 12 and 2 pm. Left VM. Call logged on WO-01318264

12-3 DSR Sara would like to see if we can get to site sooner.

12/2 KKelch called Sara to schedule for 12/10 between 12 and 2 pm. Left VM. 

🔧 Work Performed
unit needs a replacement pcb, confirmed w/ midmark tech support. PCB midmark part# 002-0773-00. Did get the table to lay flat when swapping the foot end wiring with the back function. Left the table in the horizontal position per the customer's request. While on site the customer wanted me to also look at an infiltration pump assets ID#13169803 that the pump wasn't running. changed foot pedals and ports as well as different power cord. No change will need L2 support on how to further proceed and inform customer. 12/16-replaced board back function still stops on the way down. Did additional troubleshooting w/ midmark and the problem in now in the harness 12/22 BW-Quote needs to be given to the customer for backrest weld(030-1464-00) and the backrest motor(002-0795-00) replacement.
🔍 Technician Findings
table will not fully recline to the horizontal position , does function up and back but not to the fully horizontal position 12/16-pcb did solve the issue per midmarks last tech support session. additional troubleshooting found the harness to have a break in uit 12/22 BW- Found backrest weld is broken and the weld mint is resting on the top of the motor. Backrest weld mint and backrest motor need to be replaced.
⚠️ Problem Description
Hello, One of our procedure tables will not flatten out horizontal. Please advise. 230-001 https://www.ebiotrack.com/workorder.php?wo=70061

Timeline

📞
Case Linked Dec 2, 12:33 PM
Case Number: 00548038
Subject: Kansas City Sono Bello
Status: Closed
📋
▶
2 Work Order Created Dec 2, 2:08 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Dec 2, 2:34 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 23m
🗓️
▶
2 Status: Scheduled Dec 3, 9:47 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-10T18:00:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 3, 2:12 PM
Scheduled For: 2025-12-08T15:00:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 4, 11:52 AM
Scheduled For: 2025-12-05T19:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Thomas Langenberg Dec 5, 12:32 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 2h
⏱️
2x Labor Added Dec 5, 1:41 PM
Type: Labor, Travel
Status: Open
Qty: 4.25, 210
⏱️
▶
2 4x Labor Added Dec 5, 4:25 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by Thomas Langenberg
From: Tech On Site, Completed, Incomplete
To: Completed, Incomplete, Closed
Duration in Previous: 3h 53m, 0m
⏳ 1.9 business days
⚠️
▶
2 Status: Incomplete Dec 8, 8:16 AM
Status: Incomplete → Parts Requested
📦
Parts Requested
Order: 00086371
Status: Closed
⏳ 4.0 business days
🔩
▶
2 2x Parts Added Dec 11, 5:51 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Amy Greene
From: Awaiting Parts
To: Reschedule
Duration in Previous: 3d 9h
🗓️
▶
2 Status: Scheduled Dec 12, 11:35 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-16T15:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Thomas Langenberg Dec 16, 9:54 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 22h
⏱️
▶
4 3x Labor Added Dec 16, 11:53 AM
3x Labor Added → Status: Incomplete → Parts Requested → Status: Awaiting Parts
⚠️
Status: Incomplete by Thomas Langenberg
From: Completed, Tech On Site
To: Incomplete, Completed
Duration in Previous: 2h 1m, 0m
📦
Parts Requested
Order: 00086823
Status: Closed
📦
Status: Awaiting Parts by Thomas Langenberg
From: Incomplete
To: Awaiting Parts
Duration in Previous: 1m
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Dec 19, 2:43 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-22T18:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Blake Ward Dec 22, 2:08 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 23h
⏱️
3x Labor Added Dec 22, 3:43 PM
Type: Labor, Travel
Status: Open
Qty: 3.75, 235
⏱️
▶
2 Labor Added Dec 22, 4:03 PM
Labor Added → Status: Incomplete
⚠️
Status: Incomplete by Blake Ward
From: Completed, Tech On Site
To: Incomplete, Completed
Duration in Previous: 1h 55m, 0m
📦
▶
2 Parts Requested Dec 22, 4:09 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 4m
⏱️
Labor Added Dec 22, 8:38 PM
Type: Labor
Status: Open
Qty: 4.5
⏳ 2.4 business days
📅
Status: Ready for Scheduling by John Rolston Dec 24, 8:45 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 16h
👷
▶
2 Technician Assigned Dec 24, 8:58 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 12m
⏳ 4.0 business days
🔩
2x Parts Added Dec 29, 2:12 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
🏁
Status: Closed by Thomas Langenberg Dec 30, 5:10 PM
From: Assigned
To: Closed
Duration in Previous: 6d 8h
📄
▶
2 Status: Ready to Bill Dec 31, 9:22 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 3.0 business days
🧾
Invoice Created Jan 2, 9:02 PM
Invoice Number: SM-250176

Bottlenecks

Assigned
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.6 business hours
Awaiting Parts
Duration: 4.0 business days (threshold: 3.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.4 business hours
Awaiting Parts
Duration: 3.9 business days (threshold: 3.0 business days)
Exceeded by 7.0 business hours
Assigned
Duration: 5.0 business days (threshold: 4.0 business hours)
Exceeded by 4.5 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.8 business hours

🔗 Related Artifacts

📞
Case 00548038
Closed
📦
Parts Order 00086371
Closed
📦
Parts Order 00086823
Closed
📦
Parts Order 00087141
Canceled

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Thomas J Langenberg Jr
Scheduled
N/A
Created
Dec 2, 2:08 PM
Invoice #
SM-250176

Work Details (18)

Name Type Status Qty Amount Date
WL-03028051 Labor Open 4.25 $357.00 Dec 5, 1:41 PM
WL-03028052 Travel Open 210 - Dec 5, 1:41 PM
WL-03028472 Labor Open 1.65 $208.25 Dec 5, 4:25 PM
WL-03028473 Labor Open 0.76666666666667 $119.00 Dec 5, 4:25 PM
WL-03028474 Labor Open 0.65 $0.00 Dec 5, 4:25 PM
WL-03028475 Travel Open 16 - Dec 5, 4:25 PM
WL-03034796 Parts Open 1 $2,139.75 Dec 11, 5:51 PM
WL-03034797 Expenses Open 1 $46.75 Dec 11, 5:51 PM
WL-03039193 Labor Open 0.65 $89.25 Dec 16, 11:53 AM
WL-03039194 Labor Open 2.0333333333333 $267.75 Dec 16, 11:53 AM
WL-03039195 Travel Open 16 - Dec 16, 11:53 AM
WL-03045375 Labor Open 3.75 $357.00 Dec 22, 3:43 PM
WL-03045376 Travel Open 235 - Dec 22, 3:43 PM
WL-03045377 Travel Open 235 - Dec 22, 3:43 PM
WL-03045404 Labor Open 2 $238.00 Dec 22, 4:03 PM
WL-03045789 Labor Open 4.5 $0.00 Dec 22, 8:38 PM
WL-03049032 Parts Open 1 $147.15 Dec 29, 2:12 PM
WL-03049033 Expenses Open 1 $19.69 Dec 29, 2:12 PM

Details