Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327115 ↗ ServiceMax

Advanced Dermatology and Cosmetic Surgery (ADCS) • Virtual Tech - Field Repair • P3

📍 ADCS - 324 - Central Phoenix — 740 E Highland Ave, Suite 101, Phoenix AZ, 85014

Dec 18, 2025 → Feb 16, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Dec 23, 2025
✗ SLA Missed (19 biz days late)
Active: 22 biz days
Paused: 16 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 16, 2026)
SLA Target
▶ Clock Running
Status: Created
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Scheduled
Dec 18 → Dec 19, 2025
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Completed
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Incomplete
Dec 19 → Dec 23, 2025
2 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: L2 Screening
Dec 23 → Dec 23, 2025
0 business days (counted)
Running total: 3 of 3 biz days used
⏸6d
⏸ Clock Paused
Status: Awaiting Parts
Dec 23 → Jan 2, 2026
6 business days (not counted)
▶ Clock Running
Status: Closed
Jan 2 → Jan 6, 2026
2 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Reschedule
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
4d
▶ Clock Running
Status: Scheduled
Jan 6 → Jan 12, 2026
4 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Completed
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Incomplete
Jan 12 → Jan 16, 2026
4 business days (counted)
Running total: 13 of 3 biz days used
▶ Clock Running
Status: L2 Screening
Jan 16 → Jan 19, 2026
0 business days (counted)
Running total: 13 of 3 biz days used
⏸8d
⏸ Clock Paused
Status: Awaiting Parts
Jan 19 → Jan 29, 2026
8 business days (not counted)
▶ Clock Running
Status: Assigned
Jan 29 → Feb 1, 2026
1 business day (counted)
Running total: 14 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 1 → Feb 3, 2026
2 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 3 → Feb 5, 2026
2 business days (counted)
Running total: 16 of 3 biz days used
6d
▶ Clock Running
Status: Scheduled
Feb 5 → Feb 16, 2026
6 business days (counted)
Running total: 22 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 22 of 3 biz days used
Created: Dec 18, 2025 Completed: Feb 16, 2026
Business Days Used 22 / 3
0 3d budget +19d over
Show SLA Clock Detail (22 periods)
Period Status Clock Biz Days Running Total
Dec 18 → Dec 18 Created ▶ Running 0 0 / 3
Dec 18 → Dec 18 Ready for Scheduling ▶ Running 0 0 / 3
Dec 18 → Dec 18 Assigned ▶ Running 0 0 / 3
Dec 18 → Dec 19 Scheduled ▶ Running 1 1 / 3
Dec 19 → Dec 19 Tech On Site ▶ Running 0 1 / 3
Dec 19 → Dec 19 Completed ▶ Running 0 1 / 3
Dec 19 → Dec 23 Incomplete ▶ Running 2 3 / 3
Dec 23 → Dec 23 L2 Screening ▶ Running 0 3 / 3
Dec 23 → Jan 2 Awaiting Parts ⏸ Paused 6 —
Jan 2 → Jan 6 Closed ▶ Running 2 5 / 3
Jan 6 → Jan 6 Reschedule ▶ Running 0 5 / 3
Jan 6 → Jan 12 Scheduled ▶ Running 4 9 / 3
Jan 12 → Jan 12 Tech On Site ▶ Running 0 9 / 3
Jan 12 → Jan 12 Completed ▶ Running 0 9 / 3
Jan 12 → Jan 16 Incomplete ▶ Running 4 13 / 3
Jan 16 → Jan 19 L2 Screening ▶ Running 0 13 / 3
Jan 19 → Jan 29 Awaiting Parts ⏸ Paused 8 —
Jan 29 → Feb 1 Assigned ▶ Running 1 14 / 3
Feb 1 → Feb 3 Awaiting Parts ⏸ Paused 2 —
Feb 3 → Feb 5 Reschedule ▶ Running 2 16 / 3
Feb 5 → Feb 16 Scheduled ▶ Running 6 22 / 3
Feb 16 → Feb 16 Tech On Site ▶ Running 0 22 / 3
Dispatch 0.8d
Material Management 16.6d
Coordinators 19.1d
Field Work 0.7d
Incomplete 6.5d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.8 days
Material Management
16.6 days
Over SLA
Coordinators
19.1 days
Over SLA
Field Work
0.7 days
Incomplete (excluded from total)
6.5 days
Billing
0.0 days
Created: Dec 18, 2025 Due: Feb 6, 2026 Completed: Feb 16, 2026 (9 days late)
📅
39.0 days Total Age
⏱️
8.0d in Awaiting Parts Longest Stage
🔄
23 transitions Status Changes
⚠️
19.9d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
17 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (2 reschedules)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Tyler Bollman — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 19, 2025
Visit 2 Jan 12, 2026
Visit 3 Feb 16, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00552558
L2 review
Closed
Details on the Request: The overhead exam light is falling of the hinge and is at risk of causing injury to a patient or staff. Can we get someone out here. exam light falling of ceiling room 5
Priority
High
Origin
Email
Reason
New Case
Contact
Clarissa Alfonso
Owner
Virtual Tech
Created
Dec 17, 2025
Work Orders from this Case (1)
WO-01327115 (current) Invoiced
Virtual Tech - Field Repair • Tyler Bollman
Created: Dec 18, 2025 • Closed: Feb 16, 2026
Completed with significant delays
Invoiced • 238 days old
🚨
Primary Delay 8.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 19.9 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
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
13.8d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Incomplete
6.5d
L2 Screening
0.8d / 1.0d SLA
Awaiting Parts
16.6d / 3.0d SLA
Closed
3.2d / 1.0d SLA
Reschedule
3.2d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/16/26 DPatton - Adjusted parts price to align with quotes

2/5 KKelch Clarissa to schedule for 2/9 between 2 and 3 pm, she asked for a morning appointment, I offered 2/16 between 9 and 11 am. Customer confirmed. 

2/5 KKelch called Clarissa to schedule for 2/9 due to that being FSE's next available between 2 and 3 pm. Left VM. 

2/3 KKelch called Clarissa to schedule for 2/9 between 2 and 3 pm. Left VM. 

2/2 KKelch called Clarissa back to confirm that she has received both parts and to let her know that we are currently trying to set up a date and I will let her know that I will reach out once I have one, she let me know that Mondays and Fridays work best for her. 

2/2 KKelch called Clarissa to confirm that they have received both parts needed for this repair. Left VM. 

1/31/2026 Sramen - found this is in assigned status and I do not know why KKelch pulled this out of Awaiting parts. I am manually moving this back into AP.

01/16/2026 EMartin updating Q-00032002 sending to L2

1/6/2026 Sramen - not sure why but this was marked closed by AGreene. removing serviced & closed timestamps as this should not have been closed. Adjusted due date based on parts delivery.


1/6 KKelch Clarissa called me back to schedule for 1/12 between 8 and 10 am. Customer confirmed. 

1/6 KKelch called Clarissa to schedule for 1/12 between 8 and 10 am. Left VM. 

12/23/2025 SRobinson- Added Q-00031735 and sending to L2 for parts. 00553760

12/18 KKelch called Clarissa to schedule for 12/19 between 8 and 10 am. Customer confirmed. 

🔧 Work Performed
Customer Requested Parts Order Removed light arm replaced straight arm attempted to install spring arm section found too much damage to install safely, secured all parts in management office and made area safe, fuse removed to prevent any power being applied to unit and request submitted for additional parts Replaced arm wired system and removed light head and installed on new arm restored full function
🔍 Technician Findings
Collar on extension arm damaged and 2 bulbs are out Further damage found additional parts needed Parts arrived
⚠️ Problem Description
Q-00032002 Q-00031735 Details on the Request: The overhead exam light is falling of the hinge and is at risk of causing injury to a patient or staff. Can we get someone out here. exam light falling of ceiling room 5 https://www.ebiotrack.com/workorder.php?wo=70441

Timeline

📞
Case Linked Dec 17, 3:11 PM
Case Number: 00552558
Subject: L2 review
Status: Closed
📋
▶
2 Work Order Created Dec 18, 8:02 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Dec 18, 9:01 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Tyler Bollman
🗓️
▶
2 Status: Scheduled Dec 18, 10:06 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-19T15:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Tyler Bollman Dec 19, 12:27 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 2h
🚗
3x Travel Added Dec 19, 1:19 PM
Type: Travel, Labor
Status: Open
Qty: 20, 1
🚗
▶
2 2x Travel Added Dec 19, 5:45 PM
2x Travel Added → Status: Completed
✔️
Status: Completed by Tyler Bollman
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 5h 19m, 0m
⏳ 2.8 business days
🔍
Status: L2 Screening by Shelby Robinson Dec 23, 12:52 PM
From: Incomplete
To: L2 Screening
Duration in Previous: 3d 19h
📦
▶
2 Parts Requested Dec 23, 1:55 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1h 3m
⚠️ 7.0 business days
🔩
▶
2 3x Parts Added Jan 2, 5:45 PM
3x Parts Added → Status: Closed
🏁
Status: Closed by Amy Greene
From: Awaiting Parts
To: Closed
Duration in Previous: 10d 3h
⏳ 2.8 business days
🔄
Status: Reschedule by Wendy Argueta Jan 6, 11:04 AM
From: Closed
To: Reschedule
Duration in Previous: 3d 17h
📅
▶
2 Dispatch Scheduled Jan 6, 12:24 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Reschedule
To: Scheduled
Duration in Previous: 1h 19m
⚠️ 5.0 business days
🔧
Status: Tech On Site by Tyler Bollman Jan 12, 3:43 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 3h
⏱️
3x Labor Added Jan 12, 4:18 PM
Type: Labor, Travel
Status: Open
Qty: 6.5, 25, 1
✔️
Status: Completed by Tyler Bollman Jan 12, 4:23 PM
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 39m, 0m
⏳ 5.0 business days
🔍
Status: L2 Screening by Erin Martin Jan 16, 1:45 PM
From: Incomplete
To: L2 Screening
Duration in Previous: 3d 21h
⏳ 1.0 business days
📦
▶
2 Parts Requested Jan 19, 9:45 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2d 19h
⚠️ 8.0 business days
👷
▶
2 Technician Assigned Jan 29, 12:27 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Awaiting Parts
To: Assigned
Duration in Previous: 10d 2h
⏳ 2.0 business days
📦
Status: Awaiting Parts by Stephanie Ramen Jan 31, 9:15 PM
From: Assigned
To: Awaiting Parts
Duration in Previous: 2d 8h
⏳ 2.0 business days
🔩
▶
2 3x Parts Added Feb 3, 7:42 AM
3x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Rhea Berry
From: Awaiting Parts
To: Reschedule
Duration in Previous: 2d 10h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Feb 5, 10:10 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-16T15:00:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Tyler Bollman Feb 16, 11:05 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 11d 0h
⏱️
3x Labor Added Feb 16, 1:34 PM
Type: Labor, Travel
Status: Open
Qty: 1, 4, 25
✔️
▶
2 Status: Completed Feb 16, 3:01 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Tyler Bollman
From: Completed
To: Closed
Duration in Previous: 1m
📄
▶
2 Status: Ready to Bill Feb 17, 12:53 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🚨 23.9 business days
🧾
Invoice Created Mar 20, 8:35 AM
Invoice Number: SM-254193

Bottlenecks

Awaiting Parts
Duration: 6.6 business days (threshold: 3.0 business days)
Exceeded by 3.6 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Scheduled
Duration: 4.8 business days (threshold: 2.0 business days)
Exceeded by 2.8 business days
Awaiting Parts
Duration: 8.0 business days (threshold: 3.0 business days)
Exceeded by 5.0 business days
Assigned
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Reschedule
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days

🔗 Related Artifacts

📞
Case 00552558
Closed
📦
Parts Order 00087231
Closed
📦
Parts Order 00088570
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Tyler Bollman
Scheduled
Feb 16, 10:00 AM
Created
Dec 18, 8:02 AM
Invoice #
SM-254193

Work Details (17)

Name Type Status Qty Amount Date
WL-03043454 Travel Open 20 - Dec 19, 1:19 PM
WL-03043455 Labor Open 2 $298.00 Dec 19, 1:19 PM
WL-03043456 Labor Open 1 $91.00 Dec 19, 1:19 PM
WL-03043925 Travel Open 20 - Dec 19, 5:45 PM
WL-03043926 Labor Open 1 $0.00 Dec 19, 5:45 PM
WL-03052733 Parts Open 1 $872.93 Jan 2, 5:45 PM
WL-03052734 Parts Open 1 $225.45 Jan 2, 5:45 PM
WL-03052735 Expenses Open 1 $85.78 Jan 2, 5:45 PM
WL-03062021 Labor Open 6.5 $968.50 Jan 12, 4:18 PM
WL-03062022 Travel Open 25 $0.00 Jan 12, 4:18 PM
WL-03062023 Labor Open 1 $91.00 Jan 12, 4:18 PM
WL-03089087 Parts Open 1 $975.62 Feb 3, 7:42 AM
WL-03089088 Parts Open 1 $13.32 Feb 3, 7:42 AM
WL-03089089 Expenses Open 1 $41.59 Feb 3, 7:42 AM
WL-03107280 Labor Open 1 $91.00 Feb 16, 1:34 PM
WL-03107281 Labor Open 4 $596.00 Feb 16, 1:34 PM
WL-03107282 Travel Open 25 $0.00 Feb 16, 1:34 PM

Details