Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01329507 ↗ ServiceMax

VillageMD • Inspection • PSM

📍 VM Tomball - (TX25-S40008) — 155 School Street, Tomball TX, 77375

Jan 6, 2026 → Mar 19, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (32 biz days late)
Active: 50 biz days
🕐 Clock stopped: Tech Off Site (Mar 19, 2026)
▶ Clock Running
Status: Created
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 0 of ? biz days used
18d
▶ Clock Running
Status: Assigned
Jan 6 → Feb 2, 2026
18 business days (counted)
Running total: 18 of ? biz days used
▶ Clock Running
Status: Entered
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 18 of ? biz days used
11d
▶ Clock Running
Status: On Hold
Feb 2 → Feb 18, 2026
11 business days (counted)
Running total: 29 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 29 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 18 → Feb 20, 2026
2 business days (counted)
Running total: 31 of ? biz days used
17d
▶ Clock Running
Status: Scheduled
Feb 20 → Mar 17, 2026
17 business days (counted)
Running total: 48 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 17 → Mar 18, 2026
1 business day (counted)
Running total: 49 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Mar 18 → Mar 19, 2026
1 business day (counted)
Running total: 50 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 19 → Mar 19, 2026
0 business days (counted)
Running total: 50 of ? biz days used
Created: Jan 6, 2026 Tech Off Site: Mar 19, 2026
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Jan 6 → Jan 6 Created ▶ Running 0 0
Jan 6 → Jan 6 Ready for Scheduling ▶ Running 0 0
Jan 6 → Feb 2 Assigned ▶ Running 18 18
Feb 2 → Feb 2 Entered ▶ Running 0 18
Feb 2 → Feb 18 On Hold ▶ Running 11 29
Feb 18 → Feb 18 Ready for Scheduling ▶ Running 0 29
Feb 18 → Feb 20 Assigned ▶ Running 2 31
Feb 20 → Mar 17 Scheduled ▶ Running 17 48
Mar 17 → Mar 18 Tech On Site ▶ Running 1 49
Mar 18 → Mar 19 Tech Off Site ▶ Running 1 50
Mar 19 → Mar 19 Tech On Site ▶ Running 0 50
Dispatch 0.0d
Holding 12.0d (excluded)
Coordinators 40.1d
Field Work 3.9d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
12.0 days
Coordinators
40.1 days
Over SLA
Field Work
3.9 days
Over SLA
Created: Jan 6, 2026 Due: Mar 31, 2026 Completed: Mar 19, 2026 (12 days early)
📅
51.0 days Total Age
⏱️
19.0d in Assigned Longest Stage
🔄
12 transitions Status Changes
⚠️
38.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
16 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Arturo Diaz — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 17, 2026
Visit 2 Mar 18, 2026
Visit 3 Mar 19, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00556243
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 326 pcs https://www.ebiotrack.com/inspection.php?iid=32334
Priority
Standard
Origin
Email
Reason
New Case
Contact
Cecilia Musgrove
Owner
Jessica Sells
Created
Jan 6, 2026
Work Orders from this Case (1)
WO-01329507 (current) Invoiced
Inspection • Arturo Diaz
Created: Jan 6, 2026 • Closed: Mar 19, 2026
Completed with significant delays
Invoiced • 222 days old
🚨
Primary Delay 19.0 days stuck in "Assigned"
⏱️
Total Delay 38.1 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
0.1d / 1.0d SLA
Assigned
22.0d / 0.5d SLA
On Hold
12.0d
Scheduled
18.0d / 2.0d SLA
Tech On Site
2.8d / 1.0d SLA
Tech Off Site
1.1d / 2.0d SLA
Closed
1.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/20 KKelch scheduled per logged email from Nitzy

2/18 KKelch sent an email for scheduling

2/18/26 SReich - Updated POC, per the attached email, and this POC is listed on ebt side. Placing WO in RFS and forwarding the email to the scheduling team.

2/2 KKelch placed on hold due to 3 failed attempts to schedule

1/26 KKelch sent an email for scheduling

1/19 KKelch sent an email for scheduling

1/12 KKelch sent an email for scheduling

🔧 Work Performed
- Inspected equipment found in every exam room - inspected equipment found in labs - inspected equipment found in nurse stations - inspected equipment found in hallways - inquired of staff where any other equipment might be found - confirmed with staff that all equipment that is in use has been inspected - informed staff if any equipment is later found, or pulled from storage, or received from another location, it will require a miscellaneous equipment inspection on a new work order
🔍 Technician Findings
Normal equipment conditions
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 326 pcs https://www.ebiotrack.com/inspection.php?iid=32334

Timeline

📞
Case Linked Jan 6, 6:00 AM
Case Number: 00556243
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
2 Work Order Created Jan 6, 9:16 AM
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 Technician Assigned Jan 6, 9:44 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 28m
🚨 19.0 business days
🆕
Status: Entered by Kaitlyn Kelch Feb 2, 10:43 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 27d 0h, 0m
🚨 12.0 business days
📅
Status: Ready for Scheduling by Sherry Reich Feb 18, 8:56 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 15d 22h
👷
2 Technician Assigned Feb 18, 9:38 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 42m
3.0 business days
🗓️
2 Status: Scheduled Feb 20, 9:07 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-17T05:00:00.000+0000
2.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 23, 11:37 AM
Scheduled For: 2026-03-17T17:00:00.000+0000
🚨 17.0 business days
⏱️
Labor Added Mar 17, 9:53 AM
Type: Labor
Status: Open
Qty: 1.5
🔧
2 Status: Tech On Site Mar 17, 10:08 AM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 7, 30
⏱️
Labor Added Mar 17, 6:22 PM
Type: Labor
Status: Open
Qty: 1
⏱️
3x Labor Added Mar 18, 1:01 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 15, 30
🚗
2 Status: Tech Off Site Mar 18, 7:06 PM
Status: Tech Off Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 5, 1
🔧
2 Status: Tech On Site Mar 19, 1:02 PM
Status: Tech On Site → 5x Labor Added
⏱️
5x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 1.5, 15, 30
🚗
2 Status: Tech Off Site Mar 19, 7:13 PM
Status: Tech Off Site → Parts Added
🔩
Parts Added
Type: Parts
Status: Open
Qty: 2
✔️
Status: Completed by Arturo Diaz Mar 19, 7:19 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 5m, 0m
📄
Status: Ready to Bill by Diane Patton Mar 20, 2:42 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 19h 22m, 0m
2.0 business days
🧾
Invoice Created Mar 23, 12:55 PM
Invoice Number: SM-257197

Bottlenecks

Assigned
Duration: 19.0 business days (threshold: 4.0 business hours)
Exceeded by 18.5 business days
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 18.0 business days (threshold: 2.0 business days)
Exceeded by 16.0 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.7 business hours

🔗 Related Artifacts

📞
Case 00556243
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Arturo Diaz
Scheduled
Mar 17, 1:00 PM
Created
Jan 6, 9:16 AM
Invoice #
SM-257197

Work Details (16)

Name Type Status Qty Amount Date
WL-03146972 Labor Open 1.5 $0.00 Mar 17, 9:53 AM
WL-03147007 Labor Open 7 $0.00 Mar 17, 10:11 AM
WL-03147009 Travel Open 30 - Mar 17, 10:11 AM
WL-03147010 Travel Open 30 - Mar 17, 10:11 AM
WL-03148037 Labor Open 1 $0.00 Mar 17, 6:22 PM
WL-03149163 Labor Open 0.5 $0.00 Mar 18, 1:01 PM
WL-03149166 Travel Open 15 - Mar 18, 1:01 PM
WL-03149167 Travel Open 30 - Mar 18, 1:01 PM
WL-03150142 Labor Open 5 $0.00 Mar 18, 7:09 PM
WL-03150143 Labor Open 1 $0.00 Mar 18, 7:09 PM
WL-03151247 Labor Open 0.5 $0.00 Mar 19, 1:06 PM
WL-03151248 Labor Open 5 $6,345.67 Mar 19, 1:06 PM
WL-03151249 Labor Open 1.5 $0.00 Mar 19, 1:06 PM
WL-03151250 Travel Open 15 - Mar 19, 1:06 PM
WL-03151251 Travel Open 30 - Mar 19, 1:06 PM
WL-03152085 Parts Open 2 $594.00 Mar 19, 7:18 PM

Details