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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01333102 ↗ ServiceMax

CVS • Repair/PM • P4

📍 CVS - CVS-01306 — 220 Maple Street, Middleton MA, 01949

Jan 7, 2026 → Jan 13, 2026

✅ Completed
P4 4 business days from creation
Target: Jan 13, 2026
🕐 Clock stopped: Completed (Jan 13)
✗ SLA Missed
Dispatch 0.1d
Material Management 0.0d
Coordinators 4.9d
Field Work 0.2d
Billing 0.4d
✗ SLA Missed
Dispatch
0.1 days
Material Management
0.0 days
Coordinators
4.9 days
Over SLA
Field Work
0.2 days
Billing
0.4 days
Created: Jan 7, 2026 Due: Jan 13, 2026 Completed: Jan 13, 2026 (on time)
📅
5.0 days Total Age
⏱️
4.9d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
3.1d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00556696
Closed
There is a mandatory 4 business days in which to complete this work. If you have questions or require technical support during the service, call 931-284-4999 and follow the prompts to reach the EMSAR Level II Support team for assistance (Support Hours are Monday-Friday from 8:00 AM EST until 8:00 PM EST). Provide the team member with the Work Order number, location, and problem description. **ALL NON-EMSAR TECHNICIANS: You must check in from the location as soon as you arrive onsite and before you begin working on the kiosk. Call 931-284-4999 and follow the prompts. If there are any questions about the service expectations, use this opportunity to ask the Level II Support team.**
Priority
Standard
Origin
Phone
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Jan 7, 2026
Work Orders from this Case (1)
WO-01333102 (current) Invoiced
Repair/PM • Luis Torres
Created: Jan 7, 2026 • Closed: Jan 13, 2026
Completed with minor delays
Invoiced • 127 days old
🚨
Primary Delay 4.9 days stuck in "Scheduled"
⏱️
Total Delay 3.1 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
L2 Screening
0.1d / 1.0d SLA
Awaiting Parts
0.0d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Scheduled
4.9d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Ready to Bill
0.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
**R&R main control board **R&R bp cuff assembly **R&R power cord assembly **PM Completed **Function tested **Wiped down kiosk with disinfectant cleaner **Check and tested BP for leakage and over pressure switch. **Calibrated unit **Checked power cord condition. **Confirm plexi board is not broken and ads are current.
🔍 Technician Findings
Unit OOS
⚠️ Problem Description
Tech will be shipped replacement pod and cuff and power cord kit to replace on unit. There is a mandatory 4 business days in which to complete this work. If you have questions or require technical support during the service, call 931-284-4999 and follow the prompts to reach the EMSAR Level II Support team for assistance (Support Hours are Monday-Friday from 8:00 AM EST until 8:00 PM EST). Provide the team member with the Work Order number, location, and problem description. **ALL NON-EMSAR TECHNICIANS: You must check in from the location as soon as you arrive onsite and before you begin working on the kiosk. Call 931-284-4999 and follow the prompts. If there are any questions about the service expectations, use this opportunity to ask the Level II Support team.**
📄 Description
Model 300 with Backboard

Timeline

📞
3 Case Linked Jan 7, 10:41 AM
Case Linked → Work Order Created → Status: L2 Screening
📋
Work Order Created
Work Order: WO-01333102
Type: Repair/PM
Priority: P4
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
2 Parts Requested Jan 7, 11:19 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 36m
📅
Status: Ready for Scheduling by Robert Cox Jan 7, 11:36 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 16m
👷
3 Technician Assigned Jan 7, 11:55 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 19m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-12T15:30:00.000+0000
📦
2 Parts Requested Jan 7, 12:16 PM
Parts Requested → 3x Parts Added
🔩
3x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
📅
Dispatch Scheduled by Kourtney Smith Jan 7, 4:24 PM
Scheduled For: 2026-01-13T19:00:00.000+0000
4.9 business days
⏱️
2 5x Labor Added Jan 13, 3:59 PM
5x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Luis Torres
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 4h
✔️
Status: Completed by Luis Torres Jan 13, 5:21 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 21m
🏁
Status: Closed by Luis Torres Jan 13, 5:27 PM
From: Completed
To: Closed
Duration in Previous: 6m
📄
Status: Ready to Bill by Hannah Shaw Jan 14, 9:51 AM
From: Closed
To: Ready to Bill
Duration in Previous: 16h 24m
📨
Status: Invoice Pending by Hannah Shaw Jan 14, 12:38 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2h 47m
💰
Status: Invoiced by Hannah Shaw Jan 14, 12:46 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 8m
⚠️ 6.0 business days
🧾
Invoice Created Jan 21, 1:14 PM
Invoice Number: SM-251175

Bottlenecks

Scheduled
Duration: 4.9 business days (threshold: 2.0 business days)
Exceeded by 2.9 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.5 business hours

🔗 Related Artifacts

📞
Case 00556696
Closed
📦
Parts Order 00087775
Closed
📦
Parts Order 00087783
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair/PM
Branch
ERLA - PROD
Technician
Luis Torres
Scheduled
Jan 13, 2:00 PM
Created
Jan 7, 10:43 AM
Invoice #
SM-251175

Work Details (8)

Name Type Status Qty Amount Date
WL-03056160 Parts Open 1 $0.00 Jan 7, 12:16 PM
WL-03056161 Parts Open 1 $0.00 Jan 7, 12:16 PM
WL-03056162 Expenses Open 1 $0.00 Jan 7, 12:16 PM
WL-03063472 Labor Open 2.91667 $0.00 Jan 13, 3:59 PM
WL-03063473 Labor Open 3.25 $0.00 Jan 13, 3:59 PM
WL-03063474 Travel Open 141 - Jan 13, 3:59 PM
WL-03063475 Travel Open 108 - Jan 13, 3:59 PM
WL-03063476 Labor Open 1.25 $0.00 Jan 13, 3:59 PM

Details