Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01338269 ↗ ServiceMax

TEXAS MEDICAL SCREENING • Preventive Maintenance • PSM

📍 Xylem — 8200 N Austin, Morton Grove IL, 60053

Jan 16, 2026 → Oct 13, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (96 biz days late)
Active: 106 biz days
Paused: 79 biz days
🕐 Clock stopped: Completed (Oct 13, 2026)
▶ Clock Running
Status: Created
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 16 → Feb 5, 2026
13 business days (counted)
Running total: 13 of ? biz days used
⏸78d
⏸ Clock Paused
Status: Ready for Release
Feb 5 → May 28, 2026
78 business days (not counted)
16d
▶ Clock Running
Status: Ready for Scheduling
May 28 → Jun 22, 2026
16 business days (counted)
Running total: 29 of ? biz days used
▶ Clock Running
Status: Assigned
Jun 22 → Jun 22, 2026
0 business days (counted)
Running total: 29 of ? biz days used
▶ Clock Running
Status: Entered
Jun 22 → Jun 22, 2026
0 business days (counted)
Running total: 29 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Jun 22 → Jun 23, 2026
1 business day (not counted)
23d
▶ Clock Running
Status: Ready for Scheduling
Jun 23 → Jul 27, 2026
23 business days (counted)
Running total: 52 of ? biz days used
▶ Clock Running
Status: Assigned
Jul 27 → Aug 7, 2026
9 business days (counted)
Running total: 61 of ? biz days used
29d
▶ Clock Running
Status: On Hold
Aug 7 → Sep 18, 2026
29 business days (counted)
Running total: 90 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 18 → Oct 1, 2026
9 business days (counted)
Running total: 99 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 1 → Oct 1, 2026
0 business days (counted)
Running total: 99 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 1 → Oct 7, 2026
4 business days (counted)
Running total: 103 of ? biz days used
▶ Clock Running
Status: Reschedule
Oct 7 → Oct 8, 2026
1 business day (counted)
Running total: 104 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 8 → Oct 13, 2026
2 business days (counted)
Running total: 106 of ? biz days used
Created: Jan 16, 2026 Completed: Oct 13, 2026
Show SLA Clock Detail (15 periods)
Period Status Clock Biz Days Running Total
Jan 16 → Jan 16 Created ▶ Running 0 0
Jan 16 → Feb 5 Ready for Scheduling ▶ Running 13 13
Feb 5 → May 28 Ready for Release ⏸ Paused 78 —
May 28 → Jun 22 Ready for Scheduling ▶ Running 16 29
Jun 22 → Jun 22 Assigned ▶ Running 0 29
Jun 22 → Jun 22 Entered ▶ Running 0 29
Jun 22 → Jun 23 Ready for Release ⏸ Paused 1 —
Jun 23 → Jul 27 Ready for Scheduling ▶ Running 23 52
Jul 27 → Aug 7 Assigned ▶ Running 9 61
Aug 7 → Sep 18 On Hold ▶ Running 29 90
Sep 18 → Oct 1 Ready for Scheduling ▶ Running 9 99
Oct 1 → Oct 1 Assigned ▶ Running 0 99
Oct 1 → Oct 7 Scheduled ▶ Running 4 103
Oct 7 → Oct 8 Reschedule ▶ Running 1 104
Oct 8 → Oct 13 Scheduled ▶ Running 2 106
Dispatch 0.0d
Holding 109.8d (excluded)
Coordinators 84.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
109.8 days
Coordinators
84.7 days
Over SLA
Billing
0.0 days
Created: Jan 16, 2026 Due: Jun 30, 2026 Completed: Oct 13, 2026 (104 days late)
📅
185.8 days Total Age
⏱️
78.0d in Ready for Release Longest Stage
🔄
15 transitions Status Changes
⚠️
75.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00559739
Fw: Blood Pressure Machine maintenance
Closed
Please Perform the PM for this Kiosk based on the product listed in the work order: 90550, LC300, LC500. ***IMPORTANT CHANGE**** Please Log/notate in the technician findings the number of times the kiosk was used and double check the SN. If the SN is different than in the work order please also notate the correct SN. Regardless if the SN matches continue to perform the PM service. If location is a non-retail location a call ahead to schedule is required PM Checklist Tips: If Checklist is not populating, make sure the order type contains 'PM' and the product must contain an 90550, LC300 or LC500. Update the order status to 'tech onsite' and the workflow will look for the parameters in which a PM checklist is required and will auto attach. Common missed step: After you Finalize the checklist you must select 'Print checklist' for the checklist to attach to the work order for the billing reviewer to review. **IMPORTANT** This is a Non Retail location and a scheduled appointment must be made in advance to ensure the machine will be made available prior to tech arrival on site. If a work market technician has to be used SDL must obtain approval from Higi prior to scheduling work. If the technician is unable to make contact on the first attempt, email EMSAR at higisupport@emsar.com so HIGI can be notified to provide us with an alternate contact name and number. Any calls made MUST be logged on the work order under Activity History with who you spoke to and date/time of call
Priority
Standard
Origin
Email
Reason
New Case
Contact
Michelle Kelly
Owner
Erin Martin
Created
Jan 16, 2026
Work Orders from this Case (1)
WO-01338269 (current) Invoiced
Preventive Maintenance • Eric Alesi
Created: Jan 16, 2026 • Closed: Oct 13, 2026
Completed with significant delays
Invoiced • 279 days old
🚨
Primary Delay 78.0 days stuck in "Ready for Release"
⏱️
Total Delay 75.2 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
64.8d / 1.0d SLA
Ready for Release
80.0d
Assigned
10.0d / 0.5d SLA
On Hold
29.9d
Scheduled
7.9d / 2.0d SLA
Reschedule
2.0d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/8/2026 CRamen spoke with Christian and scheduled for both Kiosks including WO-01338269. Tech to check in with security and they will lead tech to units. Call logged on WO-01334141. Tech to call Christian when onsite 224-491-1758


10/8/2026 CRamen left a vm for Michelle to return call to schedule for Tuesday 10/13/2026 with tech arricval between 8-10am. Logged email. Placeholder set


10/1/2026 CRamen left a vm for a returned call to schedule for Tuesday 10/6/2026 with tech arrival between 2-3pm.708-415-2237.  Check in at security, safety shoes, safety glasses and wear a high visibility vest (we can provide the vest)


9/18/26 BA - Per TMS, POC is Michelle Kelly, 708.415.2237 michelle.kelly@xylem.com


8/28/26 SReich - Updated POC per case 00627277 (added phone #), placing back in RFS.


8/7/2026 CRamen left a vm for a returned call to schedule for PMs. Call Logged on WO-01334141. Returning to dispatch as multiple attempts to schedule with no response. Placing On Hold and escalating to AM. 


7/27/26 RBerry- Emailed Michelle Kelly to schedule for 7/31/26 with an arrival time between 11AM-1PM. See logged email on WO-01334141


7/27/26 RBerry- LM with Michelle Kelly to schedule for 7/31/26 with an arrival time between 11AM-1PM. See logged call on WO-01334141 Logged email. Placeholder set


7/24/26 RBerry- LM with Michelle Kelly to discuss scheduling. See logged call on WO-01334141


6/29/26 RBerry-Sent email to tech sup/FOD to discuss how this WO will be covered.


3/3/2026 CRamen left a vm for a returned call to schedule

🔧 Work Performed
Annual PM completed.
🔍 Technician Findings
Unit due for annual PM.
⚠️ Problem Description
Please Perform the PM for this Kiosk based on the product listed in the work order: 90550, LC300, LC500. ***IMPORTANT CHANGE**** Please Log/notate in the technician findings the number of times the kiosk was used and double check the SN. If the SN is different than in the work order please also notate the correct SN. Regardless if the SN matches continue to perform the PM service. If location is a non-retail location a call ahead to schedule is required PM Checklist Tips: If Checklist is not populating, make sure the order type contains 'PM' and the product must contain an 90550, LC300 or LC500. Update the order status to 'tech onsite' and the workflow will look for the parameters in which a PM checklist is required and will auto attach. Common missed step: After you Finalize the checklist you must select 'Print checklist' for the checklist to attach to the work order for the billing reviewer to review. **IMPORTANT** This is a non-retail location and an appointment must be coordinated in advance. If the technician or scheduler is unable to make contact with the onsite point of contact, they must notify Texas Medical Screening before departing the site. TMS may be able to provide an alternate contact or additional site access information. Primary TMS Contact: James Williams Phone: 726-202-3465. All contact attempts must be logged on the work order, including who was contacted, the date and time of the attempt, the phone number called, and the outcome of the communication attempt.
📄 Description
Model 300 with Backboard

Timeline

📞
Case Linked Jan 16, 10:37 AM
Case Number: 00559739
Subject: Fw: Blood Pressure Machine maintenance
Status: Closed
📋
▶
2 Work Order Created Jan 16, 12:31 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Erin Martin
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 14.0 business days
✅
Status: Ready for Release by Charles Ramen Feb 5, 1:40 PM
From: Ready for Scheduling
To: Ready for Release
Duration in Previous: 20d 1h
🚨 78.0 business days
📅
Status: Ready for Scheduling by Rhea Berry May 27, 10:21 PM
From: Ready for Release
To: Ready for Scheduling
Duration in Previous: 111d 7h
🚨 17.2 business days
👷
▶
3 Status: Assigned Jun 22, 11:51 AM
Status: Assigned → Technician Assigned → Status: Entered
👷
Technician Assigned by Kaitlyn Kelch
Technician: Darrell Hendrix
🆕
Status: Entered by Kaitlyn Kelch
From: Assigned, Entered
To: Entered, Ready for Release
Duration in Previous: 2m, 0m
📅
Status: Ready for Scheduling by Rhea Berry Jun 23, 9:32 AM
From: Ready for Release
To: Ready for Scheduling
Duration in Previous: 21h 38m
🚨 24.0 business days
👷
▶
2 Technician Assigned Jul 27, 10:26 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 34d 0h
🚨 10.0 business days
⏸️
Status: On Hold by Charles Ramen Aug 7, 1:07 PM
From: Assigned
To: On Hold
Duration in Previous: 11d 2h
🚨 30.0 business days
📅
Status: Ready for Scheduling by Brandi Alvarez Sep 18, 11:47 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 41d 22h
🚨 10.0 business days
👷
▶
3 Technician Assigned Oct 1, 12:55 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 13d 1h, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-10-06T19:00:00.000+0000
⚠️ 5.0 business days
🔄
Status: Reschedule by Lawrence Yoder Oct 7, 8:30 AM
From: Scheduled
To: Reschedule
Duration in Previous: 5d 19h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Oct 8, 11:10 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-10-13T13:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 3x Labor Added Oct 13, 12:11 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Eric Alesi
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 5d 1h, 0m
📄
▶
2 Status: Ready to Bill Oct 14, 11:16 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Hannah Shaw
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 4m, 0m
⏳ 3.1 business days
🧾
Invoice Created Oct 19, 12:46 AM
Invoice Number: SM-275124

Bottlenecks

Ready for Scheduling
Duration: 13.8 business days (threshold: 1.0 business days)
Exceeded by 12.8 business days
Ready for Scheduling
Duration: 17.0 business days (threshold: 1.0 business days)
Exceeded by 16.0 business days
Ready for Scheduling
Duration: 24.0 business days (threshold: 1.0 business days)
Exceeded by 23.0 business days
Assigned
Duration: 10.0 business days (threshold: 4.0 business hours)
Exceeded by 9.5 business days
Ready for Scheduling
Duration: 10.0 business days (threshold: 1.0 business days)
Exceeded by 9.0 business days
Scheduled
Duration: 4.9 business days (threshold: 2.0 business days)
Exceeded by 2.9 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.8 business hours

🔗 Related Artifacts

📞
Case 00559739
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Eric Alesi
Scheduled
Oct 13, 9:00 AM
Created
Jan 16, 12:31 PM
Invoice #
SM-275124

Work Details (3)

Name Type Status Qty Amount Date
WL-03425782 Labor Open 1.75 $0.00 Oct 13, 12:11 PM
WL-03425783 Labor Open 0.5 $0.00 Oct 13, 12:11 PM
WL-03425784 Travel Open 55 $0.00 Oct 13, 12:11 PM

Details