Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01334601 ↗ ServiceMax

Sono Bello • Virtual Tech - Field Repair • P3

📍 KS-Kansas City — 10787 Nall Ave, Suite 210, Overland Park KS, 66211

Jan 8, 2026 → Feb 24, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Jan 13, 2026
✗ SLA Missed (11 biz days late)
Active: 14 biz days
Paused: 16 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 23, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸16d
⏸ Clock Paused
Status: Awaiting Parts
Jan 8 → Feb 2, 2026
16 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Entered
Feb 2 → Feb 4, 2026
2 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 2 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 4 → Feb 6, 2026
2 business days (counted)
Running total: 4 of 3 biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 6 → Feb 16, 2026
5 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Tech Off Site
Feb 16 → Feb 18, 2026
2 business days (counted)
Running total: 11 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 18 → Feb 23, 2026
3 business days (counted)
Running total: 14 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 14 of 3 biz days used
Created: Jan 8, 2026 Completed: Feb 23, 2026
Business Days Used 14 / 3
0 3d budget +11d over
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Jan 8 → Jan 8 Created ▶ Running 0 0 / 3
Jan 8 → Feb 2 Awaiting Parts ⏸ Paused 16 —
Feb 2 → Feb 2 Reschedule ▶ Running 0 0 / 3
Feb 2 → Feb 4 Entered ▶ Running 2 2 / 3
Feb 4 → Feb 4 Ready for Scheduling ▶ Running 0 2 / 3
Feb 4 → Feb 6 Assigned ▶ Running 2 4 / 3
Feb 6 → Feb 16 Scheduled ▶ Running 5 9 / 3
Feb 16 → Feb 16 Tech On Site ▶ Running 0 9 / 3
Feb 16 → Feb 18 Tech Off Site ▶ Running 2 11 / 3
Feb 18 → Feb 23 Scheduled ▶ Running 3 14 / 3
Feb 23 → Feb 23 Tech On Site ▶ Running 0 14 / 3
Dispatch 3.0d
Material Management 17.0d
Coordinators 13.1d
Field Work 4.0d
✗ SLA Missed
Dispatch
3.0 days
Over SLA
Material Management
17.0 days
Over SLA
Coordinators
13.1 days
Over SLA
Field Work
4.0 days
Over SLA
Created: Jan 8, 2026 Due: Feb 5, 2026 Completed: Feb 24, 2026 (18 days late)
📅
32.0 days Total Age
⏱️
17.0d in Awaiting Parts Longest Stage
🔄
14 transitions Status Changes
⚠️
27.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
14 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 Thomas J Langenberg Jr — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 16, 2026
Visit 2 Feb 23, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00556930
Autoclave-
Closed
have to manually vent their autoclave. Also their tube doesn’t stay in because the pieces that hold it are broken.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Shannon Harmer
Owner
Virtual Tech
Created
Jan 7, 2026
Work Orders from this Case (1)
WO-01334601 (current) Invoiced
Virtual Tech - Field Repair • Thomas J Langenberg Jr
Created: Jan 8, 2026 • Closed: Feb 24, 2026
Completed with significant delays
Invoiced • 220 days old
🚨
Primary Delay 17.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 27.5 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
3.0d / 0.5d SLA
Awaiting Parts
17.0d / 3.0d SLA
Reschedule
0.0d / 2.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
10.0d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Tech Off Site
2.0d / 2.0d SLA
Completed
1.4d / 1.0d SLA
Closed
3.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/18 KKelch Rick called me back to reschedule for 2/23 between 11:30 and 1:30 pm. Customer confirmed. Call logged on WO-01317796 

2/18 KKelch called site to schedule for 2/23 between 11:30 and 1:30 pm. Left info. Call logged on WO-01334601

2/6 KKelch called site to schedule for 2/12 between 1:30 and 2:30 pm, he asked for Mondays, I offered 2/16 between 1:30 and 2:30 pm. Customer confirmed. 

2/3/26 RBerry- Tracking shows parts delivered on 1/14/26 but WO was not released to ASC until 2/2/26. Updated due date.


01/13/2026 EMartin

Order No: 748407


Customer PO No: PO015810


Customer: EMSAR Inc




  


Ship To Name: KS- Kansas City


Ship To Address: 10787 Nall Ave Suite 210    


Ship To City/State: Overland Park, KS 66211


Waybill (Tracking #): 1ZE444250272452878


Carrier: UPS-Air-2nd Day Air


  


The following items have shipped from Midmark Corporation on: 12-JAN-2026


  


LINE NO: 1.1 QTY: 1 ITEM: 002-1695-00 SERIAL #: DESCRIPTION: M9/M11 REVISED HOSE CLIP REPLACEMENT


LINE NO: 2.1 QTY: 1 ITEM: 002-0790-00 SERIAL #: DESCRIPTION: DOOR MOTOR ASSY KIT, 1RPM,115V


LINE NO: 3.1 QTY: 1 ITEM: 014-10244-04 SERIAL #: DESCRIPTION: TUBE-M3/M11 SIGHT/DRAIN


LINE NO: 4.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT

🔧 Work Performed
2/16 - Arrived onsite for repair. Customer could not locate parts. Will need to return when customer finds parts. 2/23 replaced door motor and tested. drilled old rivets for the drain tube holder and installed new clips. Could not replace drain tube as no clamp was sent and the old hose was held on only by zip ties(See Pic attached) . Did not want to take a chance installing the new tube and having it leak
🔍 Technician Findings
customer could not find parts. Will need to return once they find them 2/23/2026-parts located
⚠️ Problem Description
have to manually vent their autoclave. Also their tube doesn’t stay in because the pieces that hold it are broken. https://www.ebiotrack.com/workorder.php?wo=70739

Timeline

📞
Case Linked Jan 7, 4:17 PM
Case Number: 00556930
Subject: Autoclave-
Status: Closed
📋
▶
3 Work Order Created Jan 8, 10:44 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00087859
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🚨 17.0 business days
🔩
▶
2 4x Parts Added Feb 2, 11:01 AM
4x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 25d 0h
🆕
Status: Entered by Kaitlyn Kelch Feb 2, 11:17 AM
From: Reschedule
To: Entered
Duration in Previous: 16m
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Sherry Reich Feb 4, 8:25 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 1d 21h
👷
▶
2 Technician Assigned Feb 4, 8:48 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 23m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Feb 6, 11:09 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-16T19:30:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Thomas Langenberg Feb 16, 2:45 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 10d 3h
⏱️
3x Labor Added Feb 16, 3:17 PM
Type: Labor, Travel
Status: Open
Qty: 0.91666666666667, 0.56666666666667, 32
⏱️
▶
2 2x Labor Added Feb 16, 4:28 PM
2x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Thomas Langenberg
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 43m
⏳ 2.0 business days
📅
▶
2 Dispatch Scheduled Feb 18, 9:49 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Tech Off Site
To: Scheduled
Duration in Previous: 1d 17h
⏳ 4.0 business days
🔧
Status: Tech On Site by Thomas Langenberg Feb 23, 11:23 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 1h
⏱️
▶
2 5x Labor Added Feb 23, 3:43 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Thomas Langenberg
From: Tech On Site
To: Completed
Duration in Previous: 4h 20m
⏳ 2.0 business days
🏁
Status: Closed by Thomas Langenberg Feb 24, 5:27 PM
From: Completed
To: Closed
Duration in Previous: 1d 1h
⏳ 3.8 business days
📄
▶
3 Status: Ready to Bill Feb 28, 12:00 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created
Invoice Number: SM-255237

Bottlenecks

Awaiting Parts
Duration: 17.0 business days (threshold: 3.0 business days)
Exceeded by 14.0 business days
Entered
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Completed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.3 business hours
Closed
Duration: 3.2 business days (threshold: 1.0 business days)
Exceeded by 2.2 business days

🔗 Related Artifacts

📞
Case 00556930
Closed
📦
Parts Order 00087859
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Thomas J Langenberg Jr
Scheduled
Feb 23, 12:30 PM
Created
Jan 8, 10:44 AM
Invoice #
SM-255237

Work Details (14)

Name Type Status Qty Amount Date
WL-03087804 Parts Open 1 $21.20 Feb 2, 11:01 AM
WL-03087805 Parts Open 1 $21.20 Feb 2, 11:01 AM
WL-03087806 Parts Open 1 $382.05 Feb 2, 11:01 AM
WL-03087807 Expenses Open 1 $47.76 Feb 2, 11:01 AM
WL-03107425 Labor Open 0.91666666666667 $119.00 Feb 16, 3:17 PM
WL-03107426 Labor Open 0.56666666666667 $89.25 Feb 16, 3:17 PM
WL-03107427 Travel Open 32 - Feb 16, 3:17 PM
WL-03107564 Labor Open 0.96666666666667 $0.00 Feb 16, 4:28 PM
WL-03107565 Travel Open 15 - Feb 16, 4:28 PM
WL-03116429 Labor Open 0.53333333333333 $89.25 Feb 23, 3:43 PM
WL-03116430 Labor Open 1.8 $238.00 Feb 23, 3:43 PM
WL-03116431 Labor Open 0.61666666666667 $89.25 Feb 23, 3:43 PM
WL-03116432 Travel Open 9 - Feb 23, 3:43 PM
WL-03116433 Travel Open 15 - Feb 23, 3:43 PM

Details