Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01324009 ↗ ServiceMax

Open Cities Health Center • Virtual Tech • PC

📍 Dunlap Clinic — 409 N. Dunlap St, Saint Paul MN, 55104

Dec 5, 2025 → Jan 15, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 2, 2026
✗ SLA Missed (9 biz days late)
Active: 27 biz days
🕐 Clock stopped: Completed (Jan 15, 2026)
▶ Clock Running
Status: Created
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 0 of ? biz days used
27d
▶ Clock Running
Status: On Hold
Dec 5 → Jan 15, 2026
27 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 27 of ? biz days used
Created: Dec 5, 2025 Completed: Jan 15, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Dec 5 → Dec 5 Created ▶ Running 0 0
Dec 5 → Jan 15 On Hold ▶ Running 27 27
Jan 15 → Jan 15 Assigned ▶ Running 0 27
Dispatch 0.0d
Holding 28.0d (excluded)
Billing 0.2d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
28.0 days
Billing
0.2 days
Created: Dec 5, 2025 Due: Jan 2, 2026 Completed: Jan 15, 2026 (12 days late)
📅
28.0 days Total Age
⏱️
28.0d in On Hold Longest Stage
🔄
6 transitions Status Changes
⚠️
1.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00549125
<no subject>
Closed
Name: Tari Baldwin Phone: 6512909222 Email: Todd.moultrie@opencitieshealth.org Notes: EKG is inoperable. We need to establish a virtual call. Model: Welch Allyn - CP150 Model Type: EKG Asset ID: 13264037 Site: Open Cities Health Center - Dunlap Clinic<https://www.ebiotrack.com/sites.php?sid=23599> Serial #: 100029663315
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tari Baldwin
Owner
Virtual Tech
Created
Dec 5, 2025
Work Orders from this Case (2)
WO-01324009 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Dec 5, 2025 • Closed: Jan 15, 2026
WO-01338024 Invoiced
Virtual Tech - Field Repair • Ronnie Salone
Created: Jan 15, 2026 • Closed: Feb 27, 2026
Completed with minor delays
Invoiced • 254 days old
🚨
Primary Delay 28.0 days stuck in "On Hold"
⏱️
Total Delay 1.0 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
On Hold
28.0d
Closed
2.0d / 1.0d SLA
Billing Review
0.2d / 2.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/16/26 DPatton - Need VIRTUAL TECH activity added to smc.

1-14 Updated POC to Todd Moultrie from Tari Baldwin.

POC for Nurse Sup Call back # 651-272-4621 Sandra

🔧 Work Performed
1-14 Called and left VM with Sandra 651-272-4621 12-5 Called POC and left VM to start VT troubleshooting and call back #. 12/22 sent follow up email 1-9 Sent follow up email.
🔍 Technician Findings
Battery failure. Opening VT Repair with part needed.
⚠️ Problem Description
Name: Tari Baldwin Phone: 6512909222 Email: Todd.moultrie@opencitieshealth.org Notes: EKG is inoperable. We need to establish a virtual call. Model: Welch Allyn - CP150 Model Type: EKG Asset ID: 13264037 Site: Open Cities Health Center - Dunlap Clinic Serial #: 100029663315 https://www.ebiotrack.com/workorder.php?wo=70162

Timeline

📞
Case Linked Dec 5, 8:01 AM
Case Number: 00549125
Subject: <no subject>
Status: Closed
📋
▶
2 Work Order Created Dec 5, 9:58 AM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Derek Reynolds
From: Entered
To: On Hold
Duration in Previous: 0m
🚨 28.0 business days
⏱️
▶
3 Labor Added Jan 15, 10:28 AM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Derek Reynolds
Technician: Virtual Tech
👷
Status: Assigned by Derek Reynolds
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 41d 0h, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Jan 16, 5:07 PM
From: Closed, Ready to Bill
To: Ready to Bill, Billing Review
Duration in Previous: 1d 6h, 0m
⏳ 0.9 business days
📄
▶
2 Status: Ready to Bill Jan 19, 9:36 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3m
🧾
▶
2 Invoice Created Jan 19, 9:46 AM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 7m

Bottlenecks

Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00549125
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
N/A
Technician
Virtual Tech
Scheduled
N/A
Created
Dec 5, 9:58 AM
Invoice #
SM-251595

Work Details (1)

Name Type Status Qty Amount Date
WL-03065967 Labor Open 0.38333333333333 $35.39 Jan 15, 10:28 AM

Details