Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01324565 ↗ ServiceMax

AGILENT TECHNOLOGIES (CROSSLAB) • PM/CAL • PSM

📍 BI Vetmedica - St. Joseph — 2621 North Belt Highway, St. Joseph MO, 64506

Dec 9, 2025 → May 8, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (88 biz days late)
Active: 104 biz days
🕐 Clock stopped: Completed (May 8, 2026)
▶ Clock Running
Status: Created
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
20d
▶ Clock Running
Status: Assigned
Dec 9 → Jan 8, 2026
20 business days (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Entered
Jan 8 → Jan 9, 2026
1 business day (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 9 → Jan 12, 2026
1 business day (counted)
Running total: 22 of ? biz days used
24d
▶ Clock Running
Status: Assigned
Jan 12 → Feb 17, 2026
24 business days (counted)
Running total: 46 of ? biz days used
50d
▶ Clock Running
Status: Scheduled
Feb 17 → Apr 28, 2026
50 business days (counted)
Running total: 96 of ? biz days used
▶ Clock Running
Status: Reschedule
Apr 28 → May 4, 2026
4 business days (counted)
Running total: 100 of ? biz days used
▶ Clock Running
Status: Scheduled
May 4 → May 8, 2026
4 business days (counted)
Running total: 104 of ? biz days used
▶ Clock Running
Status: Tech On Site
May 8 → May 8, 2026
0 business days (counted)
Running total: 104 of ? biz days used
Created: Dec 9, 2025 Completed: May 8, 2026
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Dec 9 → Dec 9 Created ▶ Running 0 0
Dec 9 → Dec 9 Ready for Scheduling ▶ Running 0 0
Dec 9 → Jan 8 Assigned ▶ Running 20 20
Jan 8 → Jan 9 Entered ▶ Running 1 21
Jan 9 → Jan 12 Ready for Scheduling ▶ Running 1 22
Jan 12 → Feb 17 Assigned ▶ Running 24 46
Feb 17 → Apr 28 Scheduled ▶ Running 50 96
Apr 28 → May 4 Reschedule ▶ Running 4 100
May 4 → May 8 Scheduled ▶ Running 4 104
May 8 → May 8 Tech On Site ▶ Running 0 104
Dispatch 2.0d
Coordinators 106.5d
Field Work 0.4d
Billing 0.0d
✗ SLA Missed
Dispatch
2.0 days
Over SLA
Coordinators
106.5 days
Over SLA
Field Work
0.4 days
Billing
0.0 days
Created: Dec 9, 2025 Due: May 31, 2026 Completed: May 8, 2026 (23 days early)
📅
104.6 days Total Age
⏱️
50.8d in Scheduled Longest Stage
🔄
14 transitions Status Changes
⚠️
101.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Ronnie Salone — scheduling delays attributed to technician, not coordinators
Visit 1 May 7, 2026
Visit 2 May 8, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00528853
FW: Agilent - Quote Request 2026 - STJ -Emsar
Closed
Q-00030165 PMs needed on the following Group 2 - Cost Center - US4213 Service needs completed in May 2026 Manufacturer EPPENDORF Manufacturer Model # 5418R CENTRIFUGE BENCH TOP SN 5401ZM704446 Manufacturer EPPENDORF Manufacturer Model # 5418 CENTRIFUGE BENCH TOP SN 5418BCH3197343
Priority
High
Origin
Phone
Reason
New Case
Contact
Preet Singh
Owner
Leona Coonrod
Created
Sep 19, 2025
Work Orders from this Case (2)
WO-01324563 Invoiced
PM/CAL • Ronnie Salone
Created: Dec 9, 2025 • Closed: May 8, 2026
WO-01324565 (current) Invoiced
PM/CAL • Ronnie Salone
Created: Dec 9, 2025 • Closed: May 8, 2026
Completed with significant delays
Invoiced • 249 days old
🚨
Primary Delay 50.8 days stuck in "Scheduled"
⏱️
Total Delay 101.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
2.0d / 0.5d SLA
Ready for Scheduling
1.3d / 1.0d SLA
Assigned
45.6d / 0.5d SLA
Scheduled
55.2d / 2.0d SLA
Reschedule
4.5d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Closed
3.5d / 1.0d SLA
L2 Review
2.9d
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

5/4/2026 CRamen in a logged email from Ashley Daniels: Thank you for the follow-up! Please put us on the scheduled for this Friday.


4/28/2026 CRamen per LYoder in scheduling chat to re-schedule for a Midmark install near Duluth MN on 5/6. TR Cancelled


2/17/2026 CRamen in a logged email WO-01316159 scheduled with Ashley Daniels for Wednesday 5/6/2026 with tech arrival between 8-10am


2/16/2026 CRamen left a vm for a returned call to schedule for May PMs. Call and email logged on WO-01316159. Logged email

open availability Tuesday-Thursday (Monday or Friday needed for travel from or to Minneapolis MN) May with an arrival window between 8-10am. 


1/8/26 RBerry- Due date is incorrect. PD states: Service needs completed in May 2026 but due date is for 2027

🔧 Work Performed
5/7/26 Traveled to site 5/8/26 The serial number is 5418CH319743 (see photo) Found unit in R105 Completed PM/Cal Completed paperwork Closed WO
🔍 Technician Findings
Unit serial number should be 5418CH319743. Unit needed PM/Cal
⚠️ Problem Description
Q-00030165 PMs needed on the following Group 2 - Cost Center - US4213 Service needs completed in May 2026 2 of 2 Manufacturer EPPENDORF Manufacturer Model # 5418 CENTRIFUGE BENCH TOP SN 5418BCH3197343
📄 Description
Eppendorf Centrifuge Micro Refrigerated or Constant Temp 5418 Series (5418 5418 R)

Timeline

📞
Case Linked Sep 19, 11:06 AM
Case Number: 00528853
Subject: FW: Agilent - Quote Request 2026 - STJ -Emsar
Status: Closed
🚨 54.0 business days
📋
▶
2 Work Order Created Dec 9, 2:23 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Dec 9, 2:28 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2m
👷
Technician Assigned by Charles Ramen Dec 9, 2:35 PM
Technician: Ronnie Salone
🚨 21.0 business days
🆕
Status: Entered by Rhea Berry Jan 8, 10:56 AM
From: Assigned
To: Entered
Duration in Previous: 29d 20h
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Jan 9, 4:45 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 1d 5h
⏳ 1.9 business days
👷
▶
2 Technician Assigned Jan 12, 8:44 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 15h
🚨 25.0 business days
🗓️
▶
2 Status: Scheduled Feb 17, 12:42 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-05-06T12:00:00.000+0000
🚨 51.0 business days
📅
Dispatch Scheduled by Charles Ramen Apr 28, 10:15 AM
Scheduled For: 2026-05-08T12:00:00.000+0000
🔄
Status: Reschedule by Charles Ramen Apr 28, 3:59 PM
From: Scheduled
To: Reschedule
Duration in Previous: 70d 2h
⚠️ 5.0 business days
📅
▶
2 Dispatch Scheduled May 4, 4:59 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Reschedule
To: Scheduled
Duration in Previous: 6d 1h
📅
Dispatch Scheduled by Ronnie Salone May 4, 5:10 PM
Scheduled For: 2026-05-08T13:00:00.000+0000
⏳ 3.9 business days
⏱️
3x Labor Added May 7, 11:02 AM
Type: Labor, Travel
Status: Open
Qty: 3.25, 10, 30
💵
Expenses Added May 7, 12:54 PM
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Ronnie Salone May 8, 9:02 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 16h
⏱️
Labor Added May 8, 11:39 AM
Type: Labor
Status: Open
Qty: 1
✔️
Status: Completed by Ronnie Salone May 8, 11:51 AM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2h 49m, 0m
⏳ 2.0 business days
👀
Status: L2 Review by Alan Adams May 11, 12:24 PM
From: Closed
To: L2 Review
Duration in Previous: 3d 0h
⏳ 3.0 business days
🏁
Status: Closed by Alan Adams May 13, 3:39 PM
From: L2 Review
To: Closed
Duration in Previous: 2d 3h
📄
▶
2 Status: Ready to Bill May 14, 12:36 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Hannah Shaw
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 2m, 0m
⏳ 2.0 business days
🧾
Invoice Created May 15, 10:26 PM
Invoice Number: SM-261913

Bottlenecks

Assigned
Duration: 20.6 business days (threshold: 4.0 business hours)
Exceeded by 20.1 business days
Entered
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.2 business hours
Assigned
Duration: 25.0 business days (threshold: 4.0 business hours)
Exceeded by 24.5 business days
Scheduled
Duration: 50.8 business days (threshold: 2.0 business days)
Exceeded by 48.8 business days
Reschedule
Duration: 4.5 business days (threshold: 2.0 business days)
Exceeded by 2.5 business days
Scheduled
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.3 business hours

🔗 Related Artifacts

📞
Case 00528853
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
PM/CAL
Branch
N/A
Technician
Ronnie Salone
Scheduled
May 8, 9:00 AM
Created
Dec 9, 2:23 PM
Invoice #
SM-261913

Work Details (5)

Name Type Status Qty Amount Date
WL-03217849 Labor Open 3.25 $0.00 May 7, 11:02 AM
WL-03217850 Travel Open 10 $0.00 May 7, 11:02 AM
WL-03217851 Travel Open 30 $0.00 May 7, 11:02 AM
WL-03218053 Expenses Open 1 $0.00 May 7, 12:54 PM
WL-03219578 Labor Open 1 $566.50 May 8, 11:39 AM

Details