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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327121 ↗ ServiceMax

CenterWell (Humana) • Virtual Tech - Drop Shipment • PC

📍 Centerwell - Columbia — 2738 Decker Blvd, Columbia SC, 29206

Dec 18, 2025 → Mar 3, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 9, 2026
✗ SLA Missed
Active: 4 biz days
Paused: 45 biz days
🕐 Clock stopped: Completed (Mar 3, 2026)
▶ Clock Running
Status: Created
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸45d
⏸ Clock Paused
Status: Awaiting Parts
Dec 18 → Feb 25, 2026
45 business days (not counted)
▶ Clock Running
Status: L2 Review
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Closed
Feb 25 → Mar 2, 2026
3 business days (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: WO Correction Needed
Mar 2 → Mar 3, 2026
1 business day (counted)
Running total: 4 of ? biz days used
Created: Dec 18, 2025 Completed: Mar 3, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 18 → Dec 18 Created ▶ Running 0 0
Dec 18 → Feb 25 Awaiting Parts ⏸ Paused 45 —
Feb 25 → Feb 25 L2 Review ▶ Running 0 0
Feb 25 → Feb 25 Assigned ▶ Running 0 0
Feb 25 → Mar 2 Closed ▶ Running 3 3
Mar 2 → Mar 3 WO Correction Needed ▶ Running 1 4
Dispatch 0.0d
Material Management 46.0d
Billing 1.8d
✗ SLA Missed
Dispatch
0.0 days
Material Management
46.0 days
Over SLA
Billing
1.8 days
Created: Dec 18, 2025 Due: Jan 9, 2026 Completed: Mar 3, 2026 (52 days late)
📅
50.0 days Total Age
⏱️
46.0d in Awaiting Parts Longest Stage
🔄
6 transitions Status Changes
⚠️
45.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552456
RE: Vaccine Refrigerator Key
Closed
Good afternoon. I am reaching out to see if you could assist me with obtaining a key for our vaccine refrigerator. I have been trying to get a replacement key for several months and have been unable to obtain one.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kashena Berry
Owner
Virtual Tech
Created
Dec 17, 2025
Work Orders from this Case (1)
WO-01327121 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Dec 18, 2025 • Closed: Mar 3, 2026
Completed with significant delays
Invoiced • 238 days old
🚨
Primary Delay 46.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 45.4 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
46.0d / 3.0d SLA
L2 Review
0.6d
Closed
3.5d / 1.0d SLA
WO Correction Needed
1.8d

💬 Activities, Notes & Communications

🔧 Work Performed
parts ordered and shipped to site
🔍 Technician Findings
parts ordered and shipped to site
⚠️ Problem Description
Good afternoon. I am reaching out to see if you could assist me with obtaining a key for our vaccine refrigerator. I have been trying to get a replacement key for several months and have been unable to obtain one. https://www.ebiotrack.com/workorder.php?wo=70443

Timeline

📞
Case Linked Dec 17, 12:19 PM
Case Number: 00552456
Subject: RE: Vaccine Refrigerator Key
Status: Closed
📋
▶
3 Work Order Created Dec 18, 8:22 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00086965
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 43.0 business days
⏱️
Labor Added Feb 20, 10:21 AM
Type: Labor
Status: Open
Qty: 0.016666666666667
⏳ 4.0 business days
🔩
▶
2 2x Parts Added Feb 25, 11:12 AM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Keith Fricke
From: Awaiting Parts
To: L2 Review
Duration in Previous: 69d 2h
👷
▶
2 Technician Assigned Feb 25, 3:44 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Gavin Poole
From: L2 Review, Assigned
To: Assigned, Closed
Duration in Previous: 4h 32m, 0m
⏳ 4.0 business days
✏️
Status: WO Correction Needed by Diane Patton Mar 2, 12:42 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 20h
✔️
Status: Completed by Wendy Argueta Mar 3, 8:41 AM
From: WO Correction Needed, Completed
To: Completed, Closed
Duration in Previous: 19h 59m, 0m
📄
▶
2 Status: Ready to Bill Mar 3, 9:18 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-255422

Bottlenecks

Awaiting Parts
Duration: 46.0 business days (threshold: 3.0 business days)
Exceeded by 43.0 business days
Closed
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days

🔗 Related Artifacts

📞
Case 00552456
Closed
📦
Parts Order 00086965
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Dec 18, 8:22 AM
Invoice #
SM-255422

Work Details (3)

Name Type Status Qty Amount Date
WL-03113597 Labor Open 0.016666666666667 $29.75 Feb 20, 10:21 AM
WL-03119257 Parts Open 1 $43.35 Feb 25, 11:12 AM
WL-03119258 Expenses Open 1 $5.50 Feb 25, 11:12 AM

Details