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Detailed work order timeline, KPIs, and analysis

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WO-01338043 ↗ ServiceMax

Open Cities Health Center • Virtual Tech - Drop Shipment • PC

📍 Dunlap Clinic — 409 N. Dunlap St, Saint Paul MN, 55104

Jan 15, 2026 → Jan 21, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 20, 2026
✓ SLA Met (41 biz days early)
Active: 2 biz days
Paused: 1 biz days
🕐 Clock stopped: Completed (Jan 21, 2026)
▶ Clock Running
Status: Created
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Jan 15 → Jan 16, 2026
1 business day (not counted)
2d
▶ Clock Running
Status: L2 Review
Jan 16 → Jan 21, 2026
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Entered
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 2 of ? biz days used
Created: Jan 15, 2026 Completed: Jan 21, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 15 → Jan 15 Created ▶ Running 0 0
Jan 15 → Jan 16 Awaiting Parts ⏸ Paused 1 —
Jan 16 → Jan 21 L2 Review ▶ Running 2 2
Jan 21 → Jan 21 Entered ▶ Running 0 2
Jan 21 → Jan 21 Assigned ▶ Running 0 2
Dispatch 0.0d
Material Management 1.9d
Coordinators 0.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
1.9 days
Coordinators
0.0 days
Billing
0.0 days
Created: Jan 15, 2026 Due: Mar 20, 2026 Completed: Jan 21, 2026 (58 days early)
📅
4.0 days Total Age
⏱️
3.0d in Closed Longest Stage
🔄
8 transitions Status Changes
⚠️
2.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00559162
EKG Issue
Closed
Model: Welch Allyn - CP-150 Model Type: EKG Custom Field: Notes: Asset ID: 13264036 Site: Open Cities Health Center - Dunlap Clinic Department: Health ClinicDepreciation Start Date:Physical Location: Procedure RoomDepreciation Term: yrsSerial #: 100022842322
Priority
High
Origin
Phone
Reason
New Case
Contact
Todd Moultrie
Owner
Derek Reynolds
Created
Jan 14, 2026
Work Orders from this Case (4)
WO-01337951 Invoiced
Virtual Tech • Virtual Tech
Created: Jan 14, 2026 • Closed: Jan 15, 2026
WO-01338027 Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Jan 15, 2026 • Closed: Jan 26, 2026
WO-01338043 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Jan 15, 2026 • Closed: Jan 21, 2026
WO-01349242 Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Feb 3, 2026 • Closed: Feb 24, 2026
Completed with minor delays
Invoiced • 210 days old
🚨
Primary Delay 3.0 days stuck in "Closed"
⏱️
Total Delay 2.0 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
Awaiting Parts
1.9d / 3.0d SLA
L2 Review
3.0d
Assigned
0.0d / 0.5d SLA
Closed
3.0d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1-19 Part Link: Your shipment

1Z01E3E70393496463

Estimated delivery

Wednesday, January 21, between 11:15 A.M. - 1:15 P.M. 



1/15/2026 CRamen spoke with Todd and he said hes waiting on parts for 5 work orders and will call me as soon as he gets them to schedule the repairs. Call logged on WO-01337925




1/15/2026 CRamen Left a vm for a returned call to schedule. Logged call on WO-01337925

🔧 Work Performed
QR Sticker sent to Customer
🔍 Technician Findings
QR Sticker sent to Customer
⚠️ Problem Description
Send QR stickers for Inventory Data loggers. https://www.ebiotrack.com/workorder.php?wo=70954

Timeline

📞
Case Linked Jan 14, 4:26 PM
Case Number: 00559162
Subject: EKG Issue
Status: Closed
📋
▶
3 Work Order Created Jan 15, 11:23 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00088365
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
🔩
▶
2 2x Parts Added Jan 16, 11:10 AM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Melissa Barrett
From: Awaiting Parts
To: L2 Review
Duration in Previous: 23h 43m
⏳ 3.0 business days
🆕
▶
4 Status: Entered Jan 21, 10:40 AM
Status: Entered → Labor Added → Technician Assigned → Status: Assigned
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.1
👷
Technician Assigned by Derek Reynolds
Technician: Virtual Tech
👷
Status: Assigned by Derek Reynolds
From: Entered
To: Assigned
Duration in Previous: 1m
✔️
Status: Completed by Derek Reynolds Jan 21, 10:46 AM
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 4m, 0m
⏳ 3.0 business days
📄
▶
3 Status: Ready to Bill Jan 23, 11:39 AM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Diane Patton
From: Billing Review
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 110.0 business days
🧾
Invoice Created Jun 30, 3:42 PM
Invoice Number: SM-252086

Bottlenecks

Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00559162
Closed
📦
Parts Order 00088365
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
N/A
Technician
Virtual Tech
Scheduled
N/A
Created
Jan 15, 11:23 AM
Invoice #
SM-252086

Work Details (3)

Name Type Status Qty Amount Date
WL-03067848 Parts Open 10 $0.00 Jan 16, 11:10 AM
WL-03067849 Expenses Open 1 $20.00 Jan 16, 11:10 AM
WL-03073091 Labor Open 0.1 $35.39 Jan 21, 10:41 AM

Details