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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01329589 ↗ ServiceMax

Nufarm • Repair • P7

📍 Nufarm — 990 Riverside Pkwy Suite 140, West Sacramento CA, 95605

Jan 6, 2026 → Mar 16, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Jan 15, 2026
✗ SLA Missed (40 biz days late)
Active: 47 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Mar 16, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Scheduled
Jan 6 → Jan 8, 2026
2 business days (counted)
Running total: 2 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Jan 8 → Jan 9, 2026
1 business day (counted)
Running total: 3 of 7 biz days used
▶ Clock Running
Status: Reschedule
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 3 of 7 biz days used
3d
▶ Clock Running
Status: Completed
Jan 9 → Jan 14, 2026
3 business days (counted)
Running total: 6 of 7 biz days used
▶ Clock Running
Status: Scheduled
Jan 14 → Jan 19, 2026
2 business days (counted)
Running total: 8 of 7 biz days used
▶ Clock Running
Status: Completed
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 8 of 7 biz days used
25d
▶ Clock Running
Status: Reschedule
Jan 19 → Feb 24, 2026
25 business days (counted)
Running total: 33 of 7 biz days used
▶ Clock Running
Status: Scheduled
Feb 24 → Feb 28, 2026
3 business days (counted)
Running total: 36 of 7 biz days used
▶ Clock Running
Status: Reschedule
Feb 28 → Feb 28, 2026
0 business days (counted)
Running total: 36 of 7 biz days used
▶ Clock Running
Status: Completed
Feb 28 → Mar 2, 2026
1 business day (counted)
Running total: 37 of 7 biz days used
10d
▶ Clock Running
Status: Scheduled
Mar 2 → Mar 16, 2026
10 business days (counted)
Running total: 47 of 7 biz days used
Created: Jan 6, 2026 Completed: Mar 16, 2026
Business Days Used 47 / 7
0 7d budget +40d over
Show SLA Clock Detail (14 periods)
Period Status Clock Biz Days Running Total
Jan 6 → Jan 6 Created ▶ Running 0 0 / 7
Jan 6 → Jan 6 Ready for Scheduling ▶ Running 0 0 / 7
Jan 6 → Jan 6 Assigned ▶ Running 0 0 / 7
Jan 6 → Jan 8 Scheduled ▶ Running 2 2 / 7
Jan 8 → Jan 9 Tech On Site ▶ Running 1 3 / 7
Jan 9 → Jan 9 Reschedule ▶ Running 0 3 / 7
Jan 9 → Jan 14 Completed ▶ Running 3 6 / 7
Jan 14 → Jan 19 Scheduled ▶ Running 2 8 / 7
Jan 19 → Jan 19 Completed ▶ Running 0 8 / 7
Jan 19 → Feb 24 Reschedule ▶ Running 25 33 / 7
Feb 24 → Feb 28 Scheduled ▶ Running 3 36 / 7
Feb 28 → Feb 28 Reschedule ▶ Running 0 36 / 7
Feb 28 → Mar 2 Completed ▶ Running 1 37 / 7
Mar 2 → Mar 16 Scheduled ▶ Running 10 47 / 7
Dispatch 0.0d
Coordinators 45.7d
Field Work 4.8d
Billing 37.9d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
45.7 days
Over SLA
Field Work
4.8 days
Over SLA
Billing
37.9 days
Over SLA
Created: Jan 6, 2026 Due: Jan 15, 2026 Completed: Mar 16, 2026 (59 days late)
📅
47.7 days Total Age
⏱️
30.0d in Billing Review Longest Stage
🔄
17 transitions Status Changes
⚠️
69.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
14 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits (3 reschedules)
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Angel Rios — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 8, 2026
Visit 2 Jan 19, 2026
Visit 3 Feb 27, 2026
Visit 4 Mar 16, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00556198
Nufarm (needs quote)
Closed
Q-00031859 Auto-Clave – Tuttnauer 5075ELP-B/L-D Serial: 22031255 Issue: The autoclave is providing us error, and also gets over heated while performing the task. This instrument needs a review and a fix, at earliest convenience. The technician will need to evaluate the unit and determine if parts are needed for repairs.
Priority
Standard
Origin
Web
Reason
New Case
Contact
Bishow Poudel
Owner
Kimberly Hardison
Created
Jan 5, 2026
Work Orders from this Case (1)
WO-01329589 (current) Invoiced
Repair • Angel Rios
Created: Jan 6, 2026 • Closed: Mar 16, 2026
Completed with significant delays
Invoiced • 222 days old
🚨
Primary Delay 30.0 days stuck in "Billing Review"
⏱️
Total Delay 69.5 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
0.2d / 1.0d SLA
Assigned
0.4d / 0.5d SLA
Scheduled
15.2d / 2.0d SLA
Completed
4.8d / 1.0d SLA
Reschedule
30.0d / 2.0d SLA
Closed
5.5d / 1.0d SLA
Billing Review
31.9d / 2.0d SLA
WO Correction Needed
6.0d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

@Diane Patton​ please match the invoice to what was quoted

3/23/26 DPatton - TBA exceeded quote due to multiple trips. Quoted $798 Total billing is $3218. Are we able to bill for all 4 trips?

3/13/26 RBerry- Spoke with Bishow Poudel, rescheduled for 3/16/26 with an arrival time between 8-10AM. Rescheduled due to teams message from NWillick stating: Both Justin and Angel are stuck on the install in Reno, cannot make their other calls today, they will need to be rescheduled


3-2 Mburris email from POC to set 3-13 arrival window between 10am and 11:30am. 

3-2 Mburris email sent to POC

2-27 Mburris called and set appt with Bishow Poudel 3-2 9am

2-24 Mburris called and set appt with Bishow Poudel 2-27 2:30pm

1/19 ARios - Arrived on site, but no one answered the door. Multiple attempts were made to contact the POA with no response. Needs to be re-scheduled.

1-14 Mburris called spoke w/Bishow and set 10am 1-19

1/18 ARios - Need to re-schedule, awaiting to hear back from Tuttnauer tech support

1-6 Mburris email from POC Bishow to set 1-8 between 10-11:30 am.....Surething, work for us. Looking forward to 1-8 between 10-11:30 am.

 

Thanks,

 

Bishow Poudel, Ph.D.

Breeding Acceleration Manager

+1 916-279-5133

bishow.poudel@nufarm.com

990 Riverside Pkwy Suite 140,

West Sacaramento, CA 95605

www.nufarm.com

1-6 Mburris email sent to POC 1-8

1-6 Mburris called site N/A to LM Vmail isn't set up yet 

🔧 Work Performed
1/08 - Service and Technician Manual for this unit was not immediately available. Operation and Maintenance Manual had already been located and was later confirmed and shared by EMSAR. Tuttnauer Tech Support was contacted and documented the issue and advised a technician would follow up with a phone call to me. A test cycle was performed and confirmed what the logs indicated. The unit heats normally but does not build pressure. Continuous steam venting was observed during the cycle and chamber pressure remained at 0 PSI. Unit was left powered on and cooling down at the end of the visit. 1/19 Unable to work on repair due to nobody answering door. No charge for this trip 2/27 Since my last visit, I was able to get in touch with Heidolph North America (Tuttnauer sister company) and they advised that the safety valve was missing. The customer had the safety valve in a drawer and provided it to me, and I installed it on the autoclave. I ran a test cycle and the unit began pressurizing and entered the sterilization cycle, however a few minutes into the cycle it displayed an “Exhaust Low Pressure” error and eventually failed the cycle. The cycle cannot be canceled and must be allowed to cool down before the door can be opened. I attempted to contact Heidolph North America technical support but was unable to reach anyone. While the unit was cooling down, I contacted EMSAR technical support and Joe assisted me with troubleshooting, which included downloading the unit logs and sharing them with tech support for review. After the unit cooled down enough to open the door, I ran another test cycle and this time the unit displayed an “Analog Input” error, and again I had to wait for the unit to cool down. Checked resistance on both temperature sensors and both measured within a range of 112 to 113 ohms which is within expected range. Verified 20 VDC supply to the pressure transducer. Ran out of time due to the site closing for the day and will need to return to continue troubleshooting the autoclave\. No charge for this trip 3/16 - Before arriving on site, I was in contact with Heidolph North America Technical Support via email with Michael McDonald. He advised resetting the atmospheric pressure and running another test cycle. If the issue continued, he believed the autoclave would likely require calibration. Heidolph advised that the calibration procedure is proprietary and must be performed by one of their in-house technicians. Reset the atmospheric pressure and ran a test cycle. The issue continued and the autoclave displayed an "Analog input" error again and failed the cycle. Had to wait for the autoclave to cool down to a safe temperature before opening the door in order to download the cycle log. Verified the unit had safely cooled down and powered it off before leaving the site. The customer asked if we could contract Heidolph North America to perform the calibration, pay them for the service, and then bill the customer for that service along with our service. Contacted my supervisor regarding this request and was advised that we cannot arrange that. The customer would need to coordinate the calibration service directly with Heidolph North America. Provided the customer with the contact information for Heidolph North America so they can arrange the calibration service.
🔍 Technician Findings
1/08 Arrived on site and confirmed the unit was not operating properly by reviewing recent cycle logs, which showed the unit was unable to complete a cycle due to the autoclave not pressurizing. 9/19 Arrived on site, but no one answered the door. Multiple attempts were made to contact the POA with no response. The facility may be closed today due to the holiday. 2/27 Arrived on site continue repair of the autoclave. 3/16 Arrived on site to continue repair/troubleshooting autoclave.
⚠️ Problem Description
Q-00031859 Auto-Clave – Tuttnauer 5075ELP-B/L-D Serial: 22031255 Issue: The autoclave is providing us error, and also gets over heated while performing the task. This instrument needs a review and a fix, at earliest convenience. The technician will need to evaluate the unit and determine if parts are needed for repairs.
📄 Description
Tuttnauer / Brinkmann Autoclave Tabletop All Models

Timeline

📞
Case Linked Jan 5, 5:13 PM
Case Number: 00556198
Subject: Nufarm (needs quote)
Status: Closed
📋
Work Order Created Jan 6, 1:31 PM
Work Order: WO-01329589
Type: Repair
Priority: P7
📅
Status: Ready for Scheduling by Kimberly Hardison Jan 6, 1:37 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
👷
▶
2 Technician Assigned Jan 6, 2:57 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 19m
🗓️
▶
2 Status: Scheduled Jan 6, 6:05 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-08T18:00:00.000+0000
⏳ 2.7 business days
🔧
Status: Tech On Site by Angel Rios Jan 8, 1:05 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 18h
⏱️
▶
2 3x Labor Added Jan 8, 8:07 PM
3x Labor Added → Status: Reschedule
🔄
Status: Reschedule by Angel Rios
From: Completed, Tech On Site
To: Reschedule, Completed
Duration in Previous: 7h 4m, 0m
⏳ 4.5 business days
🗓️
▶
2 Status: Scheduled Jan 14, 1:03 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-19T16:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 3x Labor Added Jan 19, 1:36 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Angel Rios
From: Scheduled, Completed
To: Completed, Reschedule
Duration in Previous: 5d 0h, 0m
🚨 25.0 business days
🗓️
▶
2 Status: Scheduled Feb 24, 11:55 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-27T22:30:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Michael Burris Feb 27, 3:25 PM
Scheduled For: 2026-03-02T16:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Feb 27, 3:36 PM
Scheduled For: 2026-02-27T16:00:00.000+0000
⏱️
▶
2 4x Labor Added Feb 27, 10:15 PM
4x Labor Added → Status: Reschedule
🔄
Status: Reschedule by Angel Rios
From: Completed, Scheduled
To: Reschedule, Completed
Duration in Previous: 3d 10h, 0m
⏱️
Labor Added Feb 27, 11:07 PM
Type: Labor
Status: Open
Qty: 1
⏳ 1.1 business days
📅
▶
2 Dispatch Scheduled Mar 2, 4:31 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Reschedule
To: Scheduled
Duration in Previous: 2d 18h
⚠️ 9.9 business days
📅
Dispatch Scheduled by Rhea Berry Mar 13, 1:33 PM
Scheduled For: 2026-03-16T16:00:00.000+0000
⏳ 2.0 business days
⏱️
2x Labor Added Mar 16, 2:38 PM
Type: Labor, Travel
Status: Open
Qty: 1, 25
⏱️
Labor Added Mar 16, 3:53 PM
Type: Labor
Status: Open
Qty: 3.25
✔️
Status: Completed by Angel Rios Mar 16, 4:10 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 13d 22h, 0m
⚠️ 6.0 business days
💵
Status: Billing Review by Diane Patton Mar 23, 9:07 AM
From: Closed
To: Billing Review
Duration in Previous: 6d 16h
🚨 30.0 business days
✏️
Status: WO Correction Needed by Lauren Oberg May 1, 8:31 PM
From: Billing Review
To: WO Correction Needed
Duration in Previous: 39d 11h
⚠️ 6.4 business days
💵
Status: Billing Review by Lauren Oberg May 11, 12:39 PM
From: WO Correction Needed
To: Billing Review
Duration in Previous: 9d 16h
🏁
Status: Closed by Diane Patton May 12, 9:05 AM
From: Billing Review
To: Closed
Duration in Previous: 20h 25m
📄
▶
2 Status: Ready to Bill May 12, 9:19 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created May 12, 12:50 PM
Invoice Number: SM-261696

Bottlenecks

Scheduled
Duration: 2.1 business days (threshold: 2.0 business days)
Exceeded by 0.9 business hours
Reschedule
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.9 business hours
Reschedule
Duration: 25.0 business days (threshold: 2.0 business days)
Exceeded by 23.0 business days
Completed
Duration: 3.9 business days (threshold: 1.0 business days)
Exceeded by 2.9 business days
Scheduled
Duration: 10.3 business days (threshold: 2.0 business days)
Exceeded by 8.3 business days
Closed
Duration: 5.5 business days (threshold: 1.0 business days)
Exceeded by 4.5 business days
Billing Review
Duration: 30.0 business days (threshold: 2.0 business days)
Exceeded by 28.0 business days

🔗 Related Artifacts

📞
Case 00556198
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
N/A
Technician
Angel Rios
Scheduled
Mar 16, 12:00 PM
Created
Jan 6, 1:31 PM
Invoice #
SM-261696

Work Details (14)

Name Type Status Qty Amount Date
WL-03058450 Labor Open 1 $0.00 Jan 8, 8:07 PM
WL-03058451 Labor Open 4.25 $149.00 Jan 8, 8:07 PM
WL-03058452 Travel Open 25 $0.00 Jan 8, 8:07 PM
WL-03070470 Labor Open 1 $0.00 Jan 19, 1:36 PM
WL-03070471 Labor Open 0.5 $0.00 Jan 19, 1:36 PM
WL-03070472 Travel Open 25 $0.00 Jan 19, 1:36 PM
WL-03124470 Labor Open 1 $0.00 Feb 27, 10:15 PM
WL-03124471 Labor Open 9.5 $0.00 Feb 27, 10:15 PM
WL-03124472 Travel Open 25 $0.00 Feb 27, 10:15 PM
WL-03124473 Travel Open 25 $0.00 Feb 27, 10:15 PM
WL-03124547 Labor Open 1 $0.00 Feb 27, 11:07 PM
WL-03145727 Labor Open 1 $500.00 Mar 16, 2:38 PM
WL-03145728 Travel Open 25 $0.00 Mar 16, 2:38 PM
WL-03146002 Labor Open 3.25 $149.00 Mar 16, 3:53 PM

Details