Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01324753 ↗ ServiceMax

CareATC • Virtual Tech - Drop Shipment • PC

📍 Miramar FL, City of — 11606 City Hall Promenade, 203, Miramar FL, 33025

Dec 10, 2025 → Apr 8, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 13, 2026
✗ SLA Missed
Active: 25 biz days
Paused: 56 biz days
🕐 Clock stopped: Completed (Apr 8, 2026)
▶ Clock Running
Status: Created
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸11d
⏸ Clock Paused
Status: Awaiting Parts
Dec 10 → Dec 27, 2025
11 business days (not counted)
20d
▶ Clock Running
Status: L2 Review
Dec 27 → Jan 27, 2026
20 business days (counted)
Running total: 20 of ? biz days used
⏸45d
⏸ Clock Paused
Status: Awaiting Parts
Jan 27 → Apr 1, 2026
45 business days (not counted)
▶ Clock Running
Status: L2 Review
Apr 1 → Apr 8, 2026
5 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Assigned
Apr 8 → Apr 8, 2026
0 business days (counted)
Running total: 25 of ? biz days used
Created: Dec 10, 2025 Completed: Apr 8, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 10 → Dec 10 Created ▶ Running 0 0
Dec 10 → Dec 27 Awaiting Parts ⏸ Paused 11 —
Dec 27 → Jan 27 L2 Review ▶ Running 20 20
Jan 27 → Apr 1 Awaiting Parts ⏸ Paused 45 —
Apr 1 → Apr 8 L2 Review ▶ Running 5 25
Apr 8 → Apr 8 Assigned ▶ Running 0 25
Dispatch 0.0d
Material Management 57.9d
Field Work 0.0d
Billing 27.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
57.9 days
Over SLA
Field Work
0.0 days
Billing
27.3 days
Over SLA
Created: Dec 10, 2025 Due: Feb 13, 2026 Completed: Apr 8, 2026 (53 days late)
📅
81.9 days Total Age
⏱️
46.0d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
79.6d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00550548
New Voice Message from Virtual Tech HCP - CAREATC (954) 455-2600 on 12/10/2025 9:53 AM
Closed
Model: Welch Allyn - CP150 Model Type: EKG Custom Field: Notes: Asset ID: 13202627 Site: CareATC - Miramar FL, City of Department:Depreciation Start Date:Physical Location: Procedure RoomDepreciation Term: 0yrsSerial #: 21100023634120
Priority
Standard
Origin
Email
Reason
New Case
Contact
Yuri Medina
Owner
Virtual Tech
Created
Dec 10, 2025
Work Orders from this Case (2)
WO-01324749 Invoiced
Virtual Tech • Virtual Tech
Created: Dec 10, 2025 • Closed: Dec 10, 2025
WO-01324753 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Dec 10, 2025 • Closed: Apr 8, 2026
Completed with significant delays
Invoiced • 246 days old
🚨
Primary Delay 46.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 79.6 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
57.9d / 3.0d SLA
L2 Review
26.0d
Completed
0.0d / 1.0d SLA
Closed
3.7d / 1.0d SLA
Billing Review
27.0d / 2.0d SLA
Ready to Bill
0.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

5/19/26 SBerry: Bill for only 1 set

4/13/26 DPatton - Bill for 2 sets of (Qty 5) or is this a duplicate order? See note below

1-26 DSR Tracking is on Hold at Fed EX?

1-6 Customer Address correct, requesting update from MM Team. Chattered Amy G.

12-31 MM looking into why part can not be delivered. Sent email via Orders for case.

12-29 DSR Check link for part ETA: https://www.fedex.com/fedextrack/?trknbr=396761224660&trkqual=2461025000~396761224660~FX

🔧 Work Performed
Customer requested parts order. PART WAS DELIVERED 4/8/26
⚠️ Problem Description
Model: Welch Allyn - CP150 Model Type: EKG Custom Field: Notes: Asset ID: 13202627 Site: CareATC - Miramar FL, City of Department:Depreciation Start Date:Physical Location: Procedure RoomDepreciation Term: 0yrsSerial #: 21100023634120 https://www.ebiotrack.com/workorder.php?wo=70258

Timeline

📞
Case Linked Dec 10, 10:53 AM
Case Number: 00550548
Subject: New Voice Message from Virtual Tech HCP - CAREATC (954) 455-2600 on 12/10/2025 9:53 AM
Status: Closed
📋
Work Order Created Dec 10, 11:44 AM
Work Order: WO-01324753
Type: Virtual Tech - Drop Shipment
Priority: PC
📦
▶
2 Parts Requested Dec 10, 11:54 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 10m
🚨 12.0 business days
🔩
▶
2 2x Parts Added Dec 26, 10:32 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Julie Ann Shoemaker
From: Awaiting Parts
To: L2 Review
Duration in Previous: 16d 10h
🚨 20.2 business days
📦
▶
2 Parts Requested Jan 27, 8:35 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: L2 Review
To: Awaiting Parts
Duration in Previous: 31d 10h
🚨 45.9 business days
🔩
▶
2 2x Parts Added Apr 1, 8:11 AM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by John Rolston
From: Awaiting Parts
To: L2 Review
Duration in Previous: 63d 22h
⚠️ 6.0 business days
👷
▶
3 Status: Assigned Apr 8, 2:28 PM
Status: Assigned → Technician Assigned → Status: Closed
👷
Technician Assigned by Gavin Poole
Technician: Virtual Tech
🏁
Status: Closed by Gavin Poole
From: Completed
To: Closed
Duration in Previous: 0m
⏳ 4.0 business days
📄
Status: Ready to Bill by Diane Patton Apr 13, 9:06 AM
From: Closed, Ready to Bill
To: Ready to Bill, Billing Review
Duration in Previous: 4d 18h, 0m
🚨 27.0 business days
📄
Status: Ready to Bill by Scott Berry May 19, 11:16 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 36d 2h
💵
▶
3 Status: Billing Review May 19, 1:38 PM
Status: Billing Review → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-262413
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m

Bottlenecks

Awaiting Parts
Duration: 11.9 business days (threshold: 3.0 business days)
Exceeded by 8.9 business days
Awaiting Parts
Duration: 46.0 business days (threshold: 3.0 business days)
Exceeded by 43.0 business days
Closed
Duration: 3.7 business days (threshold: 1.0 business days)
Exceeded by 2.7 business days
Billing Review
Duration: 27.0 business days (threshold: 2.0 business days)
Exceeded by 25.0 business days

🔗 Related Artifacts

📞
Case 00550548
Closed
📦
Parts Order 00086560
Closed
📦
Parts Order 00089093
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
N/A
Technician
Virtual Tech
Scheduled
N/A
Created
Dec 10, 11:44 AM
Invoice #
SM-262413

Work Details (4)

Name Type Status Qty Amount Date
WL-03048448 Parts Open 5 $0.00 Dec 26, 10:32 PM
WL-03048449 Expenses Open 1 $0.00 Dec 26, 10:32 PM
WL-03168288 Parts Open 5 $192.25 Apr 1, 8:11 AM
WL-03168289 Expenses Open 1 $154.56 Apr 1, 8:11 AM

Details