Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327312 ↗ ServiceMax

Aspire of WNY • Repair • P5

📍 ASPIRE 4635 UNION RD. — 4635 UNION ROAD, CHEEKTOWAGA NY, 14225

Dec 18, 2025 → Apr 22, 2026

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Dec 26, 2025
✗ SLA Missed (18 biz days late)
Active: 23 biz days
Paused: 61 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Apr 21, 2026)
SLA Target
▶ Clock Running
Status: Created
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Assigned
Dec 18 → Dec 19, 2025
1 business day (counted)
Running total: 1 of 5 biz days used
▶ Clock Running
Status: Scheduled
Dec 19 → Dec 29, 2025
5 business days (counted)
Running total: 6 of 5 biz days used
▶ Clock Running
Status: Reschedule
Dec 29 → Dec 29, 2025
0 business days (counted)
Running total: 6 of 5 biz days used
▶ Clock Running
Status: Scheduled
Dec 29 → Jan 6, 2026
5 business days (counted)
Running total: 11 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Jan 6 → Jan 7, 2026
1 business day (counted)
Running total: 12 of 5 biz days used
⏸29d
⏸ Clock Paused
Status: Awaiting Parts
Jan 7 → Feb 19, 2026
29 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 12 of 5 biz days used
▶ Clock Running
Status: Scheduled
Feb 19 → Feb 20, 2026
1 business day (counted)
Running total: 13 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 13 of 5 biz days used
▶ Clock Running
Status: Incomplete
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 13 of 5 biz days used
▶ Clock Running
Status: Scheduled
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 13 of 5 biz days used
▶ Clock Running
Status: Incomplete
Feb 20 → Mar 2, 2026
6 business days (counted)
Running total: 19 of 5 biz days used
⏸32d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Mar 2 → Apr 15, 2026
32 business days (not counted)
▶ Clock Running
Status: Reschedule
Apr 15 → Apr 15, 2026
0 business days (counted)
Running total: 19 of 5 biz days used
▶ Clock Running
Status: Scheduled
Apr 15 → Apr 21, 2026
4 business days (counted)
Running total: 23 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Apr 21 → Apr 21, 2026
0 business days (counted)
Running total: 23 of 5 biz days used
Created: Dec 18, 2025 Completed: Apr 21, 2026
Business Days Used 23 / 5
0 5d budget +18d over
Show SLA Clock Detail (18 periods)
Period Status Clock Biz Days Running Total
Dec 18 → Dec 18 Created ▶ Running 0 0 / 5
Dec 18 → Dec 18 Ready for Scheduling ▶ Running 0 0 / 5
Dec 18 → Dec 19 Assigned ▶ Running 1 1 / 5
Dec 19 → Dec 29 Scheduled ▶ Running 5 6 / 5
Dec 29 → Dec 29 Reschedule ▶ Running 0 6 / 5
Dec 29 → Jan 6 Scheduled ▶ Running 5 11 / 5
Jan 6 → Jan 7 Tech On Site ▶ Running 1 12 / 5
Jan 7 → Feb 19 Awaiting Parts ⏸ Paused 29 —
Feb 19 → Feb 19 Reschedule ▶ Running 0 12 / 5
Feb 19 → Feb 20 Scheduled ▶ Running 1 13 / 5
Feb 20 → Feb 20 Tech On Site ▶ Running 0 13 / 5
Feb 20 → Feb 20 Incomplete ▶ Running 0 13 / 5
Feb 20 → Feb 20 Scheduled ▶ Running 0 13 / 5
Feb 20 → Mar 2 Incomplete ▶ Running 6 19 / 5
Mar 2 → Apr 15 Awaiting Parts - Customer ⏸ Paused 32 —
Apr 15 → Apr 15 Reschedule ▶ Running 0 19 / 5
Apr 15 → Apr 21 Scheduled ▶ Running 4 23 / 5
Apr 21 → Apr 21 Tech On Site ▶ Running 0 23 / 5
Dispatch 0.0d
Material Management 62.9d
Coordinators 19.5d
Field Work 3.0d
Incomplete 6.5d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
62.9 days
Over SLA
Coordinators
19.5 days
Over SLA
Field Work
3.0 days
Over SLA
Incomplete (excluded from total)
6.5 days
Billing
0.0 days
Created: Dec 18, 2025 Due: Apr 20, 2026 Completed: Apr 22, 2026 (1 days late)
📅
85.3 days Total Age
⏱️
32.9d in Awaiting Parts - Customer Longest Stage
🔄
21 transitions Status Changes
⚠️
39.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
18 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (3 reschedules)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Erwin Forster — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 6, 2026
Visit 2 Feb 20, 2026
Visit 3 Apr 21, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00550092
L2 review - OMNI
Closed
Q-00031525 **Please contact ASAP to schedule service** Treadmill repair, install a lower control board on our treadmill. We have the new part.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jacquelyn Crandall
Owner
Jessica Sells
Created
Dec 9, 2025
Work Orders from this Case (1)
WO-01327312 (current) Invoiced
Repair • Erwin Forster
Created: Dec 18, 2025 • Closed: Apr 22, 2026
Completed with significant delays
Invoiced • 238 days old
🚨
Primary Delay 32.9 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 39.8 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
0.2d / 1.0d SLA
Assigned
1.2d / 0.5d SLA
Scheduled
17.9d / 2.0d SLA
Reschedule
0.3d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Awaiting Parts
30.0d / 3.0d SLA
Incomplete
6.5d
Awaiting Parts - Customer
32.9d
Completed
1.8d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4/23/26 DPatton - TBA exceeded quote due to multiple trips & additional labor/repair time. Actual time/travel billed. Emailed invoice through AR Inbox along with service report.

4/21 EForster: Unable to close due to open parts order.

4/15/26 Rberry- Updated due date based on parts.


4/15 KSmith -- Scheduled for 4/21 with Jacquelyn. 12pm-2pm

4/15 KSmith -- Per Jacquelyn, "I am sorry for the delay. It seems that I repaired the broken part. However, they did send me a piece that they said I would need installed (wiring to the console). If you can send someone out for that install, that would be appreciated. Thank you."

4/13 KSmith -- Followed up with Jacquelyn to see if the parts have arrived

4/7 KSmith -- Followed up with Jacquelyn to see if the parts have arrived

3/12 KSmith -- Jacquelyn believes the wrong parts were sent and is following up with the vendor and will reach out when the parts arrive

3/11 KSmith -- Followed up with Jacquelyn to see if the additional parts have arrived.

3/2 KWeiss, Per tech notes, POC is working with mfg. for part. Nothing for L2 to have quoted or parts to order. Moving to awaiting parts-customer.

3/2 KSmith -- Teams message to Shawn to check on this one. Does not appear the needs follow up section is checked so WO is just sitting with no follow up case created

2/20 EForster: 1 part required was not sent with board. It is being sent separately. Customer is contacting MFG to see what additional parts are required.

2/19 KSmith -- Scheduled for tomorrow with Jacquelyn. Parts are onsite. 9-11am

2/2 KSmith -- Per Jacquelyn, "I just put in the PO for the new part. Thanks for following up! 🙂 Hopefully within the next week or so I will have it and can schedule. "

2/2 KSmith -- Followed up with Jacquelyn to see if parts arrived yet

1/20 KSmith -- Per Jacquelyn, "Not yet. They should be shipped today. I will let you know when they arrive. "

1/20 KSmith -- Followed up with Jacquelyn to see if parts have arrived yet

1/6 SRogers: Adding a dummy part order to this WO to update status - customer ordered part directly from OEM and received incorrect part. Customer will return/reorder correct part and will reach out to ASC once part arrives.

12/29 KSmith -- Rescheduled for 1/6 per Jacquelyn's request. 12pm-2pm

12/29 KSmith -- Jacquelyn requested we reschedule due to weather. Provided 1/6 as a scheduled date and am awaiting response

12/19 KSmith -- Jacqueline requested the 29th or 30th. Scheduled for 12/29 in the afternoon

12/18 KSmith -- Sent email to schedule for 12/26

🔧 Work Performed
1/6: Removed base cover and saw the board was different size and style. Board delivered is for a GSK22 treadmill. Customer has a GSK20 model. Attempted to contact Mobility tech support but got voice mail. Customer to contact mfg for correct board and will notify emsar when they have parts. . Also found plug socket broken. Customer to get new socket as well 2/20: Customer received new board but did not receive electrical socket. Removed old board. while had board out found electrical socket could be repaired by re-inserting socket into housing. Also glued housing cover back on. Re-attached electrical socket into frame. Very little room to fit hands int his area. Installed new control board. Verified correct connections from pictures taken. Turned unit on. Track runs but incline does not. ERR msg on incline display. Verified connections correct. Board putting out 120 VAC to incline motor. Unable to find service manual online. Contacted L2 who also had no luck. Found an 800# for Mobility Research. Called 800#. Was transferred to "Chris" who is the treadmill guy. Went to VM. Left msg for return call. never received on. Jackie said she has been working with Chris and will try to connect with him to find out what is the next step. Return trip will be required to install new plug socket (broke again one plugged in) and any further parts sent. 4/21: MFG sent new communication cable. Removed original com cable and installed new hard wired com cable. Also replaced ground wire with supplied ground wire and added additional ground wire between lower control board and frame. Tested unit. All functions operating. Unit passes post service testing and returned to service
🔍 Technician Findings
1/6: Wrong board delivered.
⚠️ Problem Description
Q-00031525 **Please contact ASAP to schedule service** Treadmill repair, install a lower control board on our treadmill. We have the new part. https://www.ebiotrack.com/omnicor/workorder.php?wo=7058

Timeline

📞
Case Linked Dec 9, 10:09 AM
Case Number: 00550092
Subject: L2 review - OMNI
Status: Closed
⚠️ 8.0 business days
📋
▶
2 Work Order Created Dec 18, 4:18 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Dec 18, 5:42 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Bernard Thompson
👷
▶
3 Technician Assigned Dec 19, 2:26 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 20h 44m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-29T21:00:00.000+0000
⚠️ 6.0 business days
🔄
Status: Reschedule by Kourtney Smith Dec 29, 10:48 AM
From: Scheduled
To: Reschedule
Duration in Previous: 9d 20h
📅
▶
2 Dispatch Scheduled Dec 29, 11:17 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Reschedule
To: Scheduled
Duration in Previous: 29m
⚠️ 6.0 business days
🔧
Status: Tech On Site by Erwin Forster Jan 6, 2:52 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 3h
⏱️
5x Labor Added Jan 6, 6:34 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 2.0833333333333, 110, 80
📦
▶
2 Parts Requested Jan 6, 7:35 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Shawn Rogers
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 4h 43m
💵
Expenses Added Jan 6, 9:02 PM
Type: Expenses
Status: Open
Qty: 1
🚨 30.4 business days
🔄
Status: Reschedule by Kourtney Smith Feb 19, 1:34 PM
From: Awaiting Parts
To: Reschedule
Duration in Previous: 43d 17h
🗓️
▶
2 Status: Scheduled Feb 19, 3:20 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-20T14:30:00.000+0000
🔧
Status: Tech On Site by Erwin Forster Feb 20, 10:39 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 19h 19m
⚠️
Status: Incomplete by Erwin Forster Feb 20, 2:29 PM
From: Tech On Site
To: Incomplete
Duration in Previous: 3h 49m
⏱️
▶
3 6x Labor Added Feb 20, 4:34 PM
6x Labor Added → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Erwin Forster
Scheduled For: 2026-02-20T15:45:00.000+0000
🗓️
Status: Scheduled by Erwin Forster
From: Incomplete
To: Scheduled
Duration in Previous: 2h 5m
⚠️
Status: Incomplete by Erwin Forster Feb 20, 4:52 PM
From: Scheduled
To: Incomplete
Duration in Previous: 17m
⚠️ 6.9 business days
👤
Status: Awaiting Parts - Customer by Keith Weiss Mar 2, 11:48 AM
From: Incomplete
To: Awaiting Parts - Customer
Duration in Previous: 9d 18h
🚨 33.0 business days
🔄
▶
3 Status: Reschedule Apr 15, 1:21 PM
Status: Reschedule → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Reschedule
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-04-21T17:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Kourtney Smith Apr 20, 9:22 AM
Scheduled For: 2026-04-21T15:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Erwin Forster Apr 21, 12:17 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 22h
✔️
Status: Completed by Erwin Forster Apr 21, 1:57 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 39m
⏱️
6x Labor Added Apr 21, 4:03 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.25, 1.75, 1.5, 7.5, 80
🏁
Status: Closed by Shawn Rogers Apr 22, 8:30 AM
From: Completed
To: Closed
Duration in Previous: 18h 33m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Apr 23, 1:04 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
🚨 52.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-259937

Bottlenecks

Assigned
Duration: 1.2 business days (threshold: 4.0 business hours)
Exceeded by 5.3 business hours
Scheduled
Duration: 5.6 business days (threshold: 2.0 business days)
Exceeded by 3.6 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Awaiting Parts
Duration: 30.0 business days (threshold: 3.0 business days)
Exceeded by 27.0 business days
Scheduled
Duration: 4.8 business days (threshold: 2.0 business days)
Exceeded by 2.8 business days
Completed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.0 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00550092
Closed
📦
Parts Order 00087749
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Repair
Branch
N/A
Technician
Erwin Forster
Scheduled
Apr 21, 11:00 AM
Created
Dec 18, 4:18 PM
Invoice #
SM-259937

Work Details (18)

Name Type Status Qty Amount Date
WL-03055438 Labor Open 1.5 $135.00 Jan 6, 6:34 PM
WL-03055439 Labor Open 2.0833333333333 $0.00 Jan 6, 6:34 PM
WL-03055440 Labor Open 1 $149.00 Jan 6, 6:34 PM
WL-03055441 Travel Open 110 $0.00 Jan 6, 6:34 PM
WL-03055442 Travel Open 80 $0.00 Jan 6, 6:34 PM
WL-03055654 Expenses Open 1 $0.00 Jan 6, 9:02 PM
WL-03114366 Labor Open 1.4166666666667 $135.00 Feb 20, 4:34 PM
WL-03114367 Labor Open 3.8333333333333 $596.00 Feb 20, 4:34 PM
WL-03114368 Labor Open 1.5 $0.00 Feb 20, 4:34 PM
WL-03114369 Travel Open 80 $0.00 Feb 20, 4:34 PM
WL-03114370 Travel Open 80 $0.00 Feb 20, 4:34 PM
WL-03114371 Expenses Open 1 $0.00 Feb 20, 4:34 PM
WL-03194623 Labor Open 0.25 $22.50 Apr 21, 4:03 PM
WL-03194624 Labor Open 1.75 $260.75 Apr 21, 4:03 PM
WL-03194625 Labor Open 1.5 $0.00 Apr 21, 4:03 PM
WL-03194626 Travel Open 7.5 $0.00 Apr 21, 4:03 PM
WL-03194627 Travel Open 80 $0.00 Apr 21, 4:03 PM
WL-03194628 Expenses Open 1 $0.00 Apr 21, 4:03 PM

Details