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← WO Overview

WO-01318401 ↗ ServiceMax

VillageMD • Virtual Tech - Depot • PSM

📍 VM East Pearland - (TX25-C07534) — 6122 Broadway St Ste 100, Pearland TX, 77581

Dec 3, 2025 → Mar 30, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (15 biz days late)
Active: 35 biz days
Paused: 44 biz days
🕐 Clock stopped: Invoiced (Mar 30, 2026)
▶ Clock Running
Status: Created
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Dec 3 → Dec 4, 2025
1 business day (not counted)
▶ Clock Running
Status: On Hold
Dec 4 → Dec 12, 2025
6 business days (counted)
Running total: 6 of ? biz days used
⏸43d
⏸ Clock Paused
Status: Awaiting Parts
Dec 12 → Feb 17, 2026
43 business days (not counted)
29d
▶ Clock Running
Status: On Hold
Feb 17 → Mar 30, 2026
29 business days (counted)
Running total: 35 of ? biz days used
Created: Dec 3, 2025 Invoiced: Mar 30, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 3 → Dec 3 Created ▶ Running 0 0
Dec 3 → Dec 3 L2 Screening ▶ Running 0 0
Dec 3 → Dec 4 Awaiting Parts ⏸ Paused 1 —
Dec 4 → Dec 12 On Hold ▶ Running 6 6
Dec 12 → Feb 17 Awaiting Parts ⏸ Paused 43 —
Feb 17 → Mar 30 On Hold ▶ Running 29 35
Dispatch 0.8d
Material Management 45.4d
Holding 36.0d (excluded)
Coordinators 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.8 days
Material Management
45.4 days
Over SLA
Holding (excluded from total)
36.0 days
Coordinators
0.0 days
Billing
0.0 days
Created: Dec 3, 2025 Due: Jan 2, 2026 Completed: Mar 30, 2026 (86 days late)
📅
80.0 days Total Age
⏱️
44.0d in Awaiting Parts Longest Stage
🔄
9 transitions Status Changes
⚠️
42.7d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00546362
WO-01315177 - incomplete Depot
Closed
Q-00031335 Follow up to: WO-01315177 Error code 3fff01 displayed when temp probe docked for reading Welch Allyn - 73WE - Connex Spot Monitor Asset ID: 6016291 Serial #: 100021444610 Physical Location: EXAM 7 This unit will need to be shipped to our depot for Repair - Recalibration - PM 2x hr labor 3x shipping 1x- 959366 - bbraun 6000 thermometer
Priority
Standard
Origin
Created From WO
Reason
New Case
Contact
Anna quintanilla
Owner
Shelby Robinson
Created
Nov 24, 2025
Work Orders from this Case (1)
WO-01318401 (current) Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Dec 3, 2025 • Closed: Mar 30, 2026
Completed with significant delays
Invoiced • 256 days old
🚨
Primary Delay 44.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 42.7 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
0.8d / 1.0d SLA
Awaiting Parts
45.4d / 3.0d SLA
On Hold
36.0d
Assigned
0.0d / 0.5d SLA
Closed
2.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/30-RS - Part added to Trunk stock -

12/12-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 


12/3-RS; Requesting box and RL be sent to site

🔧 Work Performed
12 x 12 x 12" Corrugated Box Outbound - 1Z01E3E70396850636 - Delivered - 12/9/2025 Return -1Z01E3E79091975026 - Shipper created a label, UPS has not received the package yet. ___ Quote Accepted; Box and Return Label shipped to site Customer unresponsive to weekly follow up emails
🔍 Technician Findings
Quote Accepted; Box and Return Label shipped to site
⚠️ Problem Description
Q-00031335 Follow up to: WO-01315177 Error code 3fff01 displayed when temp probe docked for reading Welch Allyn - 73WE - Connex Spot Monitor Asset ID: 6016291 Serial #: 100021444610 Physical Location: EXAM 7 This unit will need to be shipped to our depot for Repair - Recalibration - PM https://www.ebiotrack.com/workorder.php?wo=70076

Timeline

📞
Case Linked Nov 24, 12:09 PM
Case Number: 00546362
Subject: WO-01315177 - incomplete Depot
Status: Closed
⚠️ 6.0 business days
📋
▶
2 Work Order Created Dec 3, 9:25 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Shelby Robinson
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
3 Parts Requested Dec 3, 4:07 PM
Parts Requested → Status: Awaiting Parts → Parts Requested
📦
Status: Awaiting Parts by Ryan Schwochow
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 6h 41m
📦
Parts Requested
Order: 00086180
Status: Closed
🔩
▶
2 2x Parts Added Dec 4, 12:01 PM
2x Parts Added → Status: On Hold
⏸️
Status: On Hold by Sean Weaver
From: Awaiting Parts
To: On Hold
Duration in Previous: 19h 53m
⚠️ 7.0 business days
📦
Status: Awaiting Parts by Ryan Schwochow Dec 12, 9:57 AM
From: On Hold
To: Awaiting Parts
Duration in Previous: 7d 21h
🚨 44.0 business days
⏸️
Status: On Hold by Keith Fricke Feb 17, 5:41 PM
From: Awaiting Parts
To: On Hold
Duration in Previous: 67d 7h
🚨 29.8 business days
👷
▶
3 Technician Assigned Mar 30, 2:25 PM
Technician Assigned → Status: Assigned → Status: Closed
👷
Status: Assigned by Ryan Schwochow
From: On Hold
To: Assigned
Duration in Previous: 40d 19h
🏁
Status: Closed by Ryan Schwochow
From: Assigned
To: Closed
Duration in Previous: 1m
⏳ 3.0 business days
📄
▶
3 Status: Ready to Bill Apr 1, 4:20 PM
Status: Ready to Bill → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-258102
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m

Bottlenecks

Awaiting Parts
Duration: 44.0 business days (threshold: 3.0 business days)
Exceeded by 41.0 business days
Closed
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days

🔗 Related Artifacts

📞
Case 00546362
Closed
📦
Parts Order 00086178
Closed
📦
Parts Order 00086180
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Virtual Tech - Depot
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Dec 3, 9:25 AM
Invoice #
SM-258102

Work Details (2)

Name Type Status Qty Amount Date
WL-03026250 Parts Open 1 $1.47 Dec 4, 12:01 PM
WL-03026251 Expenses Open 1 $60.00 Dec 4, 12:01 PM

Details