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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327560 ↗ ServiceMax

NORA Philadelphia • Preventive Maintenance • PSM

📍 NORA - Philadelphia — 401 N. 3rd Street, Philadelphia PA, 19123

Dec 22, 2025 → Apr 22, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (76 biz days late)
Active: 83 biz days
🕐 Clock stopped: Invoiced (Apr 22, 2026)
▶ Clock Running
Status: Created
Dec 22 → Dec 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 22 → Dec 23, 2025
1 business day (counted)
Running total: 1 of ? biz days used
26d
▶ Clock Running
Status: Assigned
Dec 23 → Feb 2, 2026
26 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Entered
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 27 of ? biz days used
18d
▶ Clock Running
Status: Assigned
Feb 2 → Feb 27, 2026
18 business days (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Entered
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 45 of ? biz days used
26d
▶ Clock Running
Status: On Hold
Feb 27 → Apr 6, 2026
26 business days (counted)
Running total: 71 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Apr 6 → Apr 6, 2026
0 business days (counted)
Running total: 71 of ? biz days used
▶ Clock Running
Status: Assigned
Apr 6 → Apr 6, 2026
0 business days (counted)
Running total: 71 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Apr 6 → Apr 22, 2026
12 business days (counted)
Running total: 83 of ? biz days used
Created: Dec 22, 2025 Invoiced: Apr 22, 2026
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Dec 22 → Dec 22 Created ▶ Running 0 0
Dec 22 → Dec 23 Ready for Scheduling ▶ Running 1 1
Dec 23 → Feb 2 Assigned ▶ Running 26 27
Feb 2 → Feb 2 Entered ▶ Running 0 27
Feb 2 → Feb 2 Ready for Scheduling ▶ Running 0 27
Feb 2 → Feb 27 Assigned ▶ Running 18 45
Feb 27 → Feb 27 Entered ▶ Running 0 45
Feb 27 → Apr 6 On Hold ▶ Running 26 71
Apr 6 → Apr 6 Ready for Scheduling ▶ Running 0 71
Apr 6 → Apr 6 Assigned ▶ Running 0 71
Apr 6 → Apr 22 Scheduled ▶ Running 12 83
Dispatch 0.1d
Holding 27.0d (excluded)
Coordinators 61.0d
Field Work 0.6d
Billing 4.3d
✗ SLA Missed
Dispatch
0.1 days
Holding (excluded from total)
27.0 days
Coordinators
61.0 days
Over SLA
Field Work
0.6 days
Billing
4.3 days
Over SLA
Created: Dec 22, 2025 Due: Feb 27, 2026 Completed: Apr 22, 2026 (53 days late)
📅
83.5 days Total Age
⏱️
27.0d in On Hold Longest Stage
🔄
15 transitions Status Changes
⚠️
60.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
15 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00553349
eBiotrack - Automated New Inspection Created. Waiting for account mgr response.
Closed
Annual Equipment Electrical Safety Test And Calibration Service 6 pcs https://www.ebiotrack.com/inspection.php?iid=32005
Priority
Standard
Origin
Email
Reason
New Case
Contact
Scott Kibler
Owner
Kimberly Hardison
Created
Dec 21, 2025
Work Orders from this Case (1)
WO-01327560 (current) Invoiced
Preventive Maintenance • Chris Galasso
Created: Dec 22, 2025 • Closed: Apr 22, 2026
Completed with significant delays
Invoiced • 237 days old
🚨
Primary Delay 27.0 days stuck in "On Hold"
⏱️
Total Delay 60.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Scheduling
2.3d / 1.0d SLA
Assigned
45.7d / 0.5d SLA
On Hold
27.0d
Scheduled
13.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Closed
3.5d / 1.0d SLA
Billing Review
2.0d / 2.0d SLA
05-Tech-Off-Site
0.0d
Ready to Bill
2.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Emailed invoice through AR Inbox (corrected mileage on PDF)

4/28/26 NatoshaB - Adjusted SMC/eBT billing. WO is good to invoice.

4/27/26 DPatton -PM price is not calculating. $164 per cot?

4/6 MOwens Called and spoke to Scott Kibbler. He requested 4/22 in the morning for the PM visit. Confirmed the arrival time between 9-10am.

2/27 MOwens escalating to ASM for non response from POC to schedule service visit.

02/25/2026 LHill-LM at for Scott Kibbler trying to schedule tech visit.


2/23 MOwens Called to speak to Scott Kibbler. Left a vm for him to call back to schedule the PM visit.

2/19 MOwens Called to speak to Scott Kibbler. Left a vm for him to call back to schedule the service visit.

2/2/26 RBerry- Please correct order type. Thank you!


1/26 MOwens Sent an email to Scott Kibbler asking for good dates in Feb. to schedule the PM service.

🔧 Work Performed
Ferno Washington Inc - 24-H MiniMAXX Serial #: 20N-443593 - Asset ID: 13392304 Ferno Washington Inc - 24-H MiniMAXX Serial #: 19N-421274 - Asset ID: 13279264 Ferno Washington Inc - 24-H MiniMAXX Serial #: 24G-028335 - Asset ID: 13279266 Ferno Washington Inc - 24-H MiniMAXX Serial #: 21N-462443 - Asset ID: 13279267 Ferno Washington Inc - 24-H MiniMAXX Serial #: 19N-408722 - Asset ID: 13279268 Ferno Washington Inc - 24-H MiniMAXX Serial #: 20N-440977 - Asset ID: 13392308 Ferno Washington Inc - 24-H MiniMAXX Serial #: 19N-421273 - Asset ID: 13392307 Mobi Medical - F500T Serial #: NSN13392306 - Asset ID: 13392306 Ferno Washington Inc - 24-H MiniMAXX Serial #: 19N-409300 - Asset ID: 13392305 Ferno Washington Inc - 24-H MiniMAXX Serial #: 24G-028334 - Asset ID: 13279265
🔍 Technician Findings
24-H MiniMAXX |13279264 | 19N-421274; 24-H MiniMAXX |13279265 | 24G-028334; 24-H MiniMAXX |13279266 | 24G-028335; 24-H MiniMAXX |13279267 | 21N-462443; 24-H MiniMAXX |13279268 | 19N-408722; 24-H MiniMAXX |13392308 | 20N-440977 Inspection Report SentTHANK YOU. - View Inspection Report
⚠️ Problem Description
Annual Equipment PM 6 pcs https://www.ebiotrack.com/inspection.php?iid=32005

Timeline

📞
Case Linked Dec 21, 6:00 AM
Case Number: 00553349
Subject: eBiotrack - Automated New Inspection Created. Waiting for account mgr response.
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Dec 22, 9:24 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Dec 23, 12:37 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 3h
🚨 27.0 business days
🆕
Status: Entered by Rhea Berry Feb 2, 8:49 AM
From: Assigned
To: Entered
Duration in Previous: 40d 20h
📅
Status: Ready for Scheduling by Kimberly Hardison Feb 2, 9:28 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 38m
👷
▶
2 Technician Assigned Feb 2, 12:01 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 33m
🚨 19.0 business days
🆕
Status: Entered by Melissa Owens Feb 27, 8:56 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 24d 20h, 0m
🚨 27.0 business days
📅
▶
4 Status: Ready for Scheduling Apr 6, 11:49 AM
Status: Ready for Scheduling → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Melissa Owens
Technician: Chris Galasso
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 0m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-04-22T13:30:00.000+0000
🚨 13.0 business days
🔧
Status: Tech On Site by Chris Galasso Apr 22, 11:09 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 15d 23h
⏱️
5x Labor Added Apr 22, 3:35 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1, 12
⏱️
▶
2 10x Labor Added Apr 22, 4:12 PM
10x Labor Added → Status: Closed
🏁
Status: Closed by Ben Saur
From: Tech On Site
To: Closed
Duration in Previous: 5h 3m
⏳ 4.0 business days
💵
Status: Billing Review by Diane Patton Apr 27, 9:06 AM
From: Closed
To: Billing Review
Duration in Previous: 4d 16h
⏳ 2.0 business days
📋
Status: 05-Tech-Off-Site by Ben Saur Apr 28, 5:14 PM
From: Billing Review
To: 05-Tech-Off-Site
Duration in Previous: 1d 8h
📄
Status: Ready to Bill by Natosha Beierschmitt Apr 28, 5:32 PM
From: 05-Tech-Off-Site
To: Ready to Bill
Duration in Previous: 17m
⏳ 2.8 business days
📨
▶
2 Status: Invoice Pending Apr 30, 3:27 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 66.0 business days
🧾
Invoice Created Aug 4, 12:33 PM
Invoice Number: SM-260568

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 26.8 business days (threshold: 4.0 business hours)
Exceeded by 26.3 business days
Assigned
Duration: 18.9 business days (threshold: 4.0 business hours)
Exceeded by 18.4 business days
Scheduled
Duration: 13.0 business days (threshold: 2.0 business days)
Exceeded by 11.0 business days
Closed
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days
Ready to Bill
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00553349
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Chris Galasso
Scheduled
Apr 22, 9:30 AM
Created
Dec 22, 9:24 AM
Invoice #
SM-260568

Work Details (15)

Name Type Status Qty Amount Date
WL-03196254 Labor Open 1 $130.00 Apr 22, 3:35 PM
WL-03196255 Labor Open 1 $130.00 Apr 22, 3:35 PM
WL-03196256 Travel Open 12 $0.00 Apr 22, 3:35 PM
WL-03196257 Travel Open 12 $8.76 Apr 22, 3:35 PM
WL-03196258 Expenses Open 1 $0.00 Apr 22, 3:35 PM
WL-03196358 Labor Open 0.5 $164.00 Apr 22, 4:12 PM
WL-03196359 Labor Open 0.5 $164.00 Apr 22, 4:12 PM
WL-03196360 Labor Open 0.5 $164.00 Apr 22, 4:12 PM
WL-03196361 Labor Open 0.5 $164.00 Apr 22, 4:12 PM
WL-03196362 Labor Open 0.5 $164.00 Apr 22, 4:12 PM
WL-03196363 Labor Open 0.5 $164.00 Apr 22, 4:12 PM
WL-03196364 Labor Open 0.5 $164.00 Apr 22, 4:12 PM
WL-03196365 Labor Open 0.5 $164.00 Apr 22, 4:12 PM
WL-03196366 Labor Open 0.5 $164.00 Apr 22, 4:12 PM
WL-03196367 Labor Open 0.5 $164.00 Apr 22, 4:12 PM

Details