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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01328514 ↗ ServiceMax

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

📍 ADCS- White Oak 367 — 1220 Lincoln Way, Suite 101, White Oak PA, 15131

Dec 31, 2025 → Feb 16, 2026

✅ Completed
P3 3 business days from creation
Target: Jan 5, 2026
🕐 Clock stopped: Completed (Feb 16)
⏸ 16d excluded (parts wait + holding)
✗ SLA Missed (26d late)
Dispatch 0.0d
Material Management 13.0d
Coordinators 24.3d
Field Work 0.5d
Incomplete 2.6d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
13.0 days
Over SLA
Coordinators
24.3 days
Over SLA
Field Work
0.5 days
Incomplete (excluded from total)
2.6 days
Billing
0.0 days
Created: Dec 31, 2025 Due: Feb 9, 2026 Completed: Feb 16, 2026 (6 days late)
📅
34.0 days Total Age
⏱️
13.0d in Awaiting Parts Longest Stage
🔄
15 transitions Status Changes
⚠️
26.9d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
Visit 1 Jan 15, 2026
Visit 2 Feb 16, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00555054
L2 review - HCP
Closed
Please send a technician to location 367 - White Oak to assess as the chair is showing wires. Please use Desiree as the on-site contact: 412-678-8806
Priority
Standard
Origin
Email
Reason
New Case
Contact
Desiree Ferrarini
Owner
Virtual Tech
Created
Dec 30, 2025
Work Orders from this Case (1)
WO-01328514 (current) Invoiced
Virtual Tech - Field Repair • Brandon Green
Created: Dec 31, 2025 • Closed: Feb 16, 2026
Completed with significant delays
Invoiced • 134 days old
🚨
Primary Delay 13.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 26.9 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
1.0d / 1.0d SLA
Assigned
11.3d / 0.5d SLA
Scheduled
10.4d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Incomplete
2.6d
Awaiting Parts
13.0d / 3.0d SLA
Reschedule
1.6d / 2.0d SLA
Closed
3.1d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/12/2026 CRamen spoke with Virginia and let her know that the tech wont be able to make it today and re-scheduled for Monday 2/16/2026 with tech arrival between 12-2pm. Brandon had emailed myself and LYoder : Chuck/Lawrence 

I will not make it to WO 

01328514 today 

Just wrapping up at Mansfield and It is a 3 hour drive to this wo. Checked thier hours and they are open until 4. 

I can still get northwest EMS and will head there now. 

Brandon 

LYoder to schedule for Monday 2/16/2026 after his PM job.



2/9/2026 CRamen spoke to desiree and scheduled for Thursday 2/12/2026 anytime after 2. 


2/6/2026 CRamen left a vm for a returned call to schedule for Thursday 2/12/2026 with tech arrival between 11-1. Placeholder set


2/5/2026 CRamen left a vm for a returned call to schedule for Friday 2/13/2026 with tech arrival between 8-10am. 


2/5 MOwens Sent chatter to CRamen asking if Brandon can complete this WO.

2/4/26 RBerry- Updated due date. WO was not released to ASC until 2/4/26. Parts delivered on 1/22/26. Removed delay code.


01/20/2026 Emartin


Order No: 750029


Customer PO No: PO015923


Customer: EMSAR Inc




  


Ship To Name: ADCS- White Oak 367


Ship To Address: 1220 Lincoln Way Suite 101    


Ship To City/State: White Oak, PA 15131


Waybill (Tracking #): 1ZE444250370557730


Carrier: UPS-Parcel-Ground


  


The following items have shipped from Midmark Corporation on: 20-JAN-2026


  


LINE NO: 1.1 QTY: 1 ITEM: 015-1338-05 SERIAL #: DESCRIPTION: CORDSET, 16/3 AWG, SJT, 8 FT, RIGHT ANGLE


LINE NO: 2.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT


1/12 MOwens Desiree replied back to the email that 1/15 in the morning would work since the tech is not available 1/12 or 1/13. Eta will be between 10-11am.

1/9 MOwens Sent another email to Desiree about scheduling.

1/6/26 RBerry- Emailed Desiree Ferrarini to discuss scheduling. See logged email.


1/6/26 RBerry- Called site to schedule, could not get through prompts. 


12/31/25 RBerry- Emailed Desiree Ferrarini to schedule for 1/5/26 with arrival time between 11AM-1PM. Waiting for confirmation. See logged email.


12/31/25 RBerry- Called site to schedule. Went through prompts and was disconnected. 


12/31/25 RBerry- Spoke with SRogers in ASC call about this repair. States to give to Pero Popovic for 1/5/26

🔧 Work Performed
1/15/26 Performed inspection of the power cord and verified device operation. Power cord outer jacket was found damaged. informed customer that the power cord cannot be repaired and requires replacement. New power cord is needed 2/16/2026 BG replaced power cord tested unit unit working as intended and placed back into service
🔍 Technician Findings
Checked in with Manager for exam chair power cord. Service delayed 20 min due to patient in room . 2/16/2026 BG found power cord frayed
⚠️ Problem Description
Please send a technician to location 367 - White Oak to assess as the chair is showing wires. Please use Desiree as the on-site contact: 412-678-8806 https://www.ebiotrack.com/workorder.php?wo=70619
📄 Description
Midmark Model: 630 (Series) Human Form Procedures Chair

Timeline

📞
Case Linked Dec 30, 3:02 PM
Case Number: 00555054
Subject: L2 review - HCP
Status: Closed
📋
▶
2 Work Order Created Dec 31, 8:08 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 Status: Assigned Dec 31, 3:57 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Rhea Berry
Technician: Pero Popovic
⚠️ 9.0 business days
🗓️
▶
2 Status: Scheduled Jan 12, 11:07 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-15T15:30:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Pero Popovic Jan 15, 10:20 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 23h
⏱️
▶
3 2x Labor Added Jan 15, 11:57 AM
2x Labor Added → Travel Added → Status: Completed
🚗
Travel Added
Type: Travel
Status: Open
Qty: 203
✔️
Status: Completed by Pero Popovic
From: Tech On Site
To: Completed
Duration in Previous: 1h 41m
⚠️
Status: Incomplete by Matthew Bateman Jan 15, 2:01 PM
From: Completed
To: Incomplete
Duration in Previous: 1h 59m
⏱️
2x Labor Added Jan 15, 4:12 PM
Type: Labor, Travel
Status: Open
Qty: 3.75, 203
⏳ 3.0 business days
📦
▶
2 Parts Requested Jan 19, 9:41 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 3d 19h
🚨 13.0 business days
🔩
▶
2 2x Parts Added Feb 4, 2:26 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 16d 4h
👷
▶
2 Technician Assigned Feb 5, 11:27 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Reschedule
To: Assigned
Duration in Previous: 21h 0m
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Feb 9, 12:02 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 4d 0h
📅
Dispatch Scheduled by Charles Ramen Feb 9, 12:08 PM
Scheduled For: 2026-02-12T17:30:00.000+0000, 2026-02-12T20:30:00.000+0000, 2026-02-12T20:00:00.000+0000
📅
Dispatch Scheduled by Charles Ramen Feb 9, 12:17 PM
Scheduled For: 2026-02-12T19:00:00.000+0000
📅
Dispatch Scheduled by Charles Ramen Feb 9, 2:45 PM
Scheduled For: 2026-02-12T20:00:00.000+0000, 2026-02-12T19:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Charles Ramen Feb 11, 3:16 PM
Scheduled For: 2026-02-12T18:30:00.000+0000
🔄
Status: Reschedule by Charles Ramen Feb 12, 2:33 PM
From: Scheduled
To: Reschedule
Duration in Previous: 3d 2h
🗓️
▶
2 Status: Scheduled Feb 12, 2:40 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-02-16T18:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 5x Labor Added Feb 16, 5:52 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Brandon Green
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 4d 3h, 0m
⏳ 3.8 business days
📄
▶
2 Status: Ready to Bill Feb 19, 11:50 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1m, 0m
⚠️ 8.0 business days
🧾
Invoice Created Mar 2, 11:59 AM
Invoice Number: SM-254355

Bottlenecks

Assigned
Duration: 8.4 business days (threshold: 4.0 business hours)
Exceeded by 7.9 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Awaiting Parts
Duration: 13.0 business days (threshold: 3.0 business days)
Exceeded by 10.0 business days
Assigned
Duration: 2.9 business days (threshold: 4.0 business hours)
Exceeded by 2.4 business days
Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Scheduled
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 4.3 business hours
Closed
Duration: 3.1 business days (threshold: 1.0 business days)
Exceeded by 2.1 business days

🔗 Related Artifacts

📞
Case 00555054
Closed
📦
Parts Order 00088569
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Brandon Green
Scheduled
Feb 16, 1:00 PM
Created
Dec 31, 8:08 AM
Invoice #
SM-254355

Work Details (12)

Name Type Status Qty Amount Date
WL-03066205 Labor Open 4 $364.00 Jan 15, 11:57 AM
WL-03066206 Labor Open 1.25 $186.25 Jan 15, 11:57 AM
WL-03066214 Travel Open 203 - Jan 15, 12:01 PM
WL-03066749 Labor Open 3.75 $0.00 Jan 15, 4:12 PM
WL-03066751 Travel Open 203 - Jan 15, 4:12 PM
WL-03091402 Parts Open 1 $120.96 Feb 4, 2:26 PM
WL-03091403 Expenses Open 1 $20.53 Feb 4, 2:26 PM
WL-03107705 Labor Open 1.25 $113.75 Feb 16, 5:52 PM
WL-03107706 Labor Open 0.75 $111.75 Feb 16, 5:52 PM
WL-03107707 Labor Open 1.5 $0.00 Feb 16, 5:52 PM
WL-03107708 Travel Open 55 - Feb 16, 5:52 PM
WL-03107709 Travel Open 80 - Feb 16, 5:52 PM

Details