Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01328358 ↗ ServiceMax

Neighborhood Health Center • Virtual Tech - Field Repair • P3

📍 NHC Milwaukie Medical Clinic — 10330 SE 32nd Ave., Suite 325, Milwaukie OR, 97222

Dec 30, 2025 → Jan 23, 2026

✅ Completed
P3 3 business days from creation
Target: Jan 2, 2026
🕐 Clock stopped: Completed (Jan 23)
⏸ 6d excluded (parts wait + holding)
✗ SLA Missed (15d late)
Dispatch 0.0d
Material Management 5.1d
Coordinators 12.3d
Field Work 2.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
5.1 days
Over SLA
Coordinators
12.3 days
Over SLA
Field Work
2.3 days
Over SLA
Billing
0.0 days
Created: Dec 30, 2025 Due: Jan 23, 2026 Completed: Jan 23, 2026 (on time)
📅
19.0 days Total Age
⏱️
5.1d in Awaiting Parts Longest Stage
🔄
15 transitions Status Changes
⚠️
9.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Jason Morris — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 7, 2026
Visit 2 Jan 23, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00554766
Repair Request for Exam Bed in Procedure Room 5
Closed
Troubleshoot Exam Bed and update EBT with correct information. I'd like to request a repair for the exam bed in Procedure Room 5. The bed will not move when the pedal is pressed. It has already been unplugged and plugged back into the unit, and the Coords have been inspected, and found no obvious cause. o be corrected in the system. Could we get a repair scheduled? Please let me know the day and time so I can coordinate with the clinic manager. Thank you,
Priority
Standard
Origin
Email
Reason
New Case
Contact
Angela Ptak
Owner
Virtual Tech
Created
Dec 29, 2025
Work Orders from this Case (1)
WO-01328358 (current) Invoiced
Virtual Tech - Field Repair • Jason Morris
Created: Dec 30, 2025 • Closed: Jan 23, 2026
Completed with minor delays
Invoiced • 135 days old
🚨
Primary Delay 5.1 days stuck in "Awaiting Parts"
⏱️
Total Delay 9.5 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
0.3d / 1.0d SLA
Assigned
5.6d / 0.5d SLA
Scheduled
4.3d / 2.0d SLA
Tech On Site
2.3d / 1.0d SLA
Closed
3.6d / 1.0d SLA
Awaiting Parts
5.1d / 3.0d SLA
Reschedule
2.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/22/2026jsells

UPS Exception Notification, Tracking Number 1ZE444250370474829

The status of your package has changed.


Rescheduled Delivery Date: Friday, 01/23/2026

1-21 called site set w/ POC Angela

1-21 Mburris called site LM on Vmail

1-21 Mburris email sent to POC looking for 1-23

1-21 Mburris

1ZE444250370474829

Estimated delivery

Tomorrow, January 22, between 9:30 A.M. - 12:30 P.M


01/15/2026 EMartin

Order No: 748986


Customer PO No: PO015859


Customer: EMSAR Inc




  


Ship To Name: NHC Milwaukie Medical Clinic


Ship To Address: 10330 SE 32nd Ave Suite 325    


Ship To City/State: Milwaukie, OR 97222


Waybill (Tracking #): 1ZE444250370474829


Carrier: UPS-Parcel-Ground


  


The following items have shipped from Midmark Corporation on: 15-JAN-2026


  


LINE NO: 1.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT


LINE NO: 2.1 QTY: 1 ITEM: 002-10083-01 SERIAL #: DESCRIPTION: KIT, 225/627 MAIN PC BOARD

1-5 Mburris email from POC to set 1-7 tech is covering for tech in this area/ Hi Michael,

 

I checked with Maria and she said that Wednesday 1/7, between 3:30pm and 4:30pm, works for her.

 

Thank you for the schedule update!

 

 

 

 

A Top Oregon Workplace for FIVE YEARS in a row!

 

JOIN US!

Angela Ptak

Facilities Coordinator

Neighborhood Health Center

Pronouns: She/Her

 

Office: 503.941.3073   •  Mobile: 815.814.8529

PtakaA@nhcoregon.org

7320 SW Hunziker Rd., Ste 300, Portland, OR 97223

www.NHCOregon.org

 

         


1-5 Mburris email sent to POC

12-30 Mburris email sent to POC

🔧 Work Performed
01-23 JM: Replaced the main board. Tested and verified all conditions. 1.7.26 after troubleshooting I found that the main board is blowing fuse F1. Tried replacing but it keeps failing. Need new Main board. 002-10083-01.
🔍 Technician Findings
Troubleshoot bed issues. No functions.
⚠️ Problem Description
Troubleshoot Exam Bed and update EBT with correct information. I'd like to request a repair for the exam bed in Procedure Room 5. The bed will not move when the pedal is pressed. It has already been unplugged and plugged back into the unit, and the Coords have been inspected, and found no obvious cause. o be corrected in the system. Could we get a repair scheduled? Please let me know the day and time so I can coordinate with the clinic manager. Thank you, https://www.ebiotrack.com/workorder.php?wo=70602

Timeline

📞
Case Linked Dec 29, 5:12 PM
Case Number: 00554766
Subject: Repair Request for Exam Bed in Procedure Room 5
Status: Closed
📋
▶
2 Work Order Created Dec 30, 10:10 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Dec 30, 12:37 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 26m
⚠️ 5.0 business days
🆕
▶
2 Status: Entered Jan 5, 5:14 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Tim Holman
🗓️
▶
2 Status: Scheduled Jan 5, 5:47 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-07T23:30:00.000+0000
💵
2x Expenses Added Jan 6, 1:49 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
🔧
Status: Tech On Site by Tim Holman Jan 7, 6:38 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 0h
⏱️
5x Labor Added Jan 7, 8:23 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 2.5, 1, 10, 20
⏳ 1.5 business days
💵
Expenses Added Jan 8, 9:18 PM
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Tim Holman Jan 9, 6:35 PM
From: Tech On Site, Completed, Incomplete
To: Completed, Incomplete, Closed
Duration in Previous: 1d 23h, 0m
⏳ 2.7 business days
✔️
▶
2 Status: Completed Jan 13, 8:25 AM
Status: Completed → Parts Requested
📦
Parts Requested
Order: 00088140
Status: Closed
⚠️ 5.0 business days
🔩
▶
2 2x Parts Added Jan 19, 7:28 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 6d 11h
⏳ 2.6 business days
👷
▶
2 Technician Assigned Jan 21, 11:32 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Reschedule
To: Assigned
Duration in Previous: 1d 16h
🗓️
▶
2 Status: Scheduled Jan 21, 5:32 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-23T18:00:00.000+0000
⏳ 2.8 business days
🔧
Status: Tech On Site by Jason Morris Jan 23, 12:55 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 19h
⏱️
▶
3 3x Labor Added Jan 23, 2:51 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Jason Morris
From: Tech On Site
To: Completed
Duration in Previous: 1h 57m
🏁
Status: Closed by Jason Morris
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Jan 26, 10:00 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created Jan 26, 11:33 AM
Invoice Number: SM-252181

Bottlenecks

Assigned
Duration: 4.8 business days (threshold: 4.0 business hours)
Exceeded by 4.3 business days
Scheduled
Duration: 2.2 business days (threshold: 2.0 business days)
Exceeded by 1.2 business hours
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Awaiting Parts
Duration: 5.1 business days (threshold: 3.0 business days)
Exceeded by 2.1 business days
Assigned
Duration: 6.0 business hours (threshold: 4.0 business hours)
Exceeded by 2.0 business hours
Scheduled
Duration: 2.2 business days (threshold: 2.0 business days)
Exceeded by 1.5 business hours
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.1 business hours

🔗 Related Artifacts

📞
Case 00554766
Closed
📦
Parts Order 00088140
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Jason Morris
Scheduled
Jan 23, 1:00 PM
Created
Dec 30, 10:10 AM
Invoice #
SM-252181

Work Details (13)

Name Type Status Qty Amount Date
WL-03054868 Expenses Open 1 $0.00 Jan 6, 1:49 PM
WL-03054869 Expenses Open 1 $0.00 Jan 6, 1:49 PM
WL-03057032 Labor Open 0.5 $74.50 Jan 7, 8:23 PM
WL-03057033 Labor Open 2.5 $372.50 Jan 7, 8:23 PM
WL-03057034 Labor Open 1 $149.00 Jan 7, 8:23 PM
WL-03057035 Travel Open 10 - Jan 7, 8:23 PM
WL-03057036 Travel Open 20 - Jan 7, 8:23 PM
WL-03058619 Expenses Open 1 $0.00 Jan 8, 9:18 PM
WL-03071036 Parts Open 1 $1,332.45 Jan 19, 7:28 PM
WL-03071037 Expenses Open 1 $50.50 Jan 19, 7:28 PM
WL-03076859 Labor Open 1.5 $223.50 Jan 23, 2:51 PM
WL-03076860 Labor Open 2 $298.00 Jan 23, 2:51 PM
WL-03076861 Travel Open 48 - Jan 23, 2:51 PM

Details