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WO-01318725 ↗ ServiceMax

VillageMD • Virtual Tech - Drop Shipment • PC

📍 Harbor Health - Ingram — 6017 Ingram 102, SAN ANTONIO TX, 78238

Dec 4, 2025 → Mar 27, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 9, 2026
✗ SLA Missed
Active: 4 biz days
Paused: 73 biz days
🕐 Clock stopped: Completed (Mar 27, 2026)
▶ Clock Running
Status: Created
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸73d
⏸ Clock Paused
Status: Awaiting Parts
Dec 4 → Mar 23, 2026
73 business days (not counted)
▶ Clock Running
Status: L2 Review
Mar 23 → Mar 27, 2026
4 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 27 → Mar 27, 2026
0 business days (counted)
Running total: 4 of ? biz days used
Created: Dec 4, 2025 Completed: Mar 27, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Dec 4 → Dec 4 Created ▶ Running 0 0
Dec 4 → Mar 23 Awaiting Parts ⏸ Paused 73 —
Mar 23 → Mar 27 L2 Review ▶ Running 4 4
Mar 27 → Mar 27 Assigned ▶ Running 0 4
Dispatch 0.0d
Material Management 74.0d
Field Work 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
74.0 days
Over SLA
Field Work
0.0 days
Created: Dec 4, 2025 Due: Jan 9, 2026 Completed: Mar 27, 2026 (76 days late)
📅
78.0 days Total Age
⏱️
74.0d in Awaiting Parts Longest Stage
🔄
5 transitions Status Changes
⚠️
73.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

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🎫
Case #00548412
eBiotrack - New Work Order Request - Inspection Repair
Closed
VM Ingram - (TX19-C04934) Site: VM Ingram - (TX19-C04934) Customer: VillageMD Customer #: 1229 6017 Ingram 102 San Antonio, TX 78238-4403 Inspection #: 30683 Asset ID: 12961069 Model: Zoll Medical Corporation - AED PRO Notes: Expired accessories Follow-up required. Recommend remove from service. Expired Accessories – Emsar to ship replacement (AED Pads, Batteries). Reviewed service with customer, no follow-up required Unit needs new pads as soon as possible. part number: 8900-0801-01 Discription: zoll stat-padz II
Priority
Standard
Origin
Email
Reason
New Case
Contact
Donovan Calderon
Owner
Virtual Tech
Created
Dec 3, 2025
Work Orders from this Case (1)
WO-01318725 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Dec 4, 2025 • Closed: Mar 27, 2026
Completed with significant delays
Invoiced • 252 days old
🚨
Primary Delay 74.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 73.0 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
Awaiting Parts
74.0d / 3.0d SLA
L2 Review
4.8d
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
parts ordered and shipped to site
🔍 Technician Findings
parts ordered and shipped to site
⚠️ Problem Description
VM Ingram - (TX19-C04934) Site: VM Ingram - (TX19-C04934) Customer: VillageMD Customer #: 1229 6017 Ingram 102 San Antonio, TX 78238-4403 Inspection #: 30683 Asset ID: 12961069 Model: Zoll Medical Corporation - AED PRO Notes: Expired accessories Follow-up required. Recommend remove from service. Expired Accessories – Emsar to ship replacement (AED Pads, Batteries). Reviewed service with customer, no follow-up required Unit needs new pads as soon as possible. part number: 8900-0801-01 Discription: zoll stat-padz II https://www.ebiotrack.com/workorder.php?wo=70120

Timeline

📞
Case Linked Dec 3, 10:56 AM
Case Number: 00548412
Subject: eBiotrack - New Work Order Request - Inspection Repair
Status: Closed
⏳ 2.0 business days
📋
▶
3 Work Order Created Dec 4, 10:59 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086220
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 53.0 business days
⏱️
Labor Added Feb 20, 10:19 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
🚨 22.0 business days
🔩
▶
2 2x Parts Added Mar 23, 1:35 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by John Rolston
From: Awaiting Parts
To: L2 Review
Duration in Previous: 109d 1h
⚠️ 5.0 business days
👷
▶
3 Technician Assigned Mar 27, 8:29 AM
Technician Assigned → Status: Assigned → Status: Closed
👷
Status: Assigned by Gavin Poole
From: L2 Review, Assigned
To: Assigned, Completed
Duration in Previous: 3d 18h, 0m
🏁
Status: Closed by Gavin Poole
From: Completed
To: Closed
Duration in Previous: 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Mar 31, 11:18 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-257882

Bottlenecks

Awaiting Parts
Duration: 74.0 business days (threshold: 3.0 business days)
Exceeded by 71.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00548412
Closed
📦
Parts Order 00086220
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Dec 4, 10:59 AM
Invoice #
SM-257882

Work Details (3)

Name Type Status Qty Amount Date
WL-03113593 Labor Open 0.016666666666667 $31.57 Feb 20, 10:19 AM
WL-03155445 Parts Open 1 $84.58 Mar 23, 1:35 PM
WL-03155446 Expenses Open 1 $60.00 Mar 23, 1:35 PM

Details