Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01338430 ↗ ServiceMax

WYLIE FUNERAL HOME • Repair • P7

📍 Wylie Funeral Home - Baltimore — 701 N. Mount Street, Baltimore MD, 21217

Jan 19, 2026 → Feb 18, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Jan 28, 2026
✗ SLA Missed (14 biz days late)
Active: 21 biz days
Paused: 1 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Feb 19, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 19 → Jan 19, 2026
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Jan 19 → Jan 20, 2026
1 business day (counted)
Running total: 1 of 7 biz days used
6d
▶ Clock Running
Status: Scheduled
Jan 20 → Jan 28, 2026
6 business days (counted)
Running total: 7 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 7 of 7 biz days used
▶ Clock Running
Status: Completed
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 7 of 7 biz days used
3d
▶ Clock Running
Status: Incomplete
Jan 28 → Feb 2, 2026
3 business days (counted)
Running total: 10 of 7 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 2 → Feb 3, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 10 of 7 biz days used
3d
▶ Clock Running
Status: Assigned
Feb 3 → Feb 6, 2026
3 business days (counted)
Running total: 13 of 7 biz days used
8d
▶ Clock Running
Status: Scheduled
Feb 6 → Feb 19, 2026
8 business days (counted)
Running total: 21 of 7 biz days used
Created: Jan 19, 2026 Completed: Feb 19, 2026
Business Days Used 21 / 7
0 7d budget +14d over
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Jan 19 → Jan 19 Created ▶ Running 0 0 / 7
Jan 19 → Jan 19 L2 Screening ▶ Running 0 0 / 7
Jan 19 → Jan 19 Awaiting Parts ⏸ Paused 0 —
Jan 19 → Jan 19 Ready for Scheduling ▶ Running 0 0 / 7
Jan 19 → Jan 20 Assigned ▶ Running 1 1 / 7
Jan 20 → Jan 28 Scheduled ▶ Running 6 7 / 7
Jan 28 → Jan 28 Tech On Site ▶ Running 0 7 / 7
Jan 28 → Jan 28 Completed ▶ Running 0 7 / 7
Jan 28 → Feb 2 Incomplete ▶ Running 3 10 / 7
Feb 2 → Feb 3 Awaiting Parts ⏸ Paused 1 —
Feb 3 → Feb 3 Ready for Scheduling ▶ Running 0 10 / 7
Feb 3 → Feb 6 Assigned ▶ Running 3 13 / 7
Feb 6 → Feb 19 Scheduled ▶ Running 8 21 / 7
Material Management 1.3d
Coordinators 19.7d
Field Work 0.4d
Incomplete 3.3d (excluded)
Billing 0.0d
✗ SLA Missed
Material Management
1.3 days
Coordinators
19.7 days
Over SLA
Field Work
0.4 days
Incomplete (excluded from total)
3.3 days
Billing
0.0 days
Created: Jan 19, 2026 Due: Feb 10, 2026 Completed: Feb 19, 2026 (8 days late)
📅
21.3 days Total Age
⏱️
7.6d in Scheduled Longest Stage
🔄
14 transitions Status Changes
⚠️
16.6d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Chris Galasso — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 28, 2026
Visit 2 Feb 18, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00559337
01/19 awaiting sync to EBT. - L2 review - EMS
Closed
Q-00032091 1 of 3 Requesting service on three stretchers. The Brands are Ferno- 20N447252, Ferno 15N-329455, and Ferno 23N-. Can't read the numbers on the third stretcher. All of the stretchers need the handles fixed and legs on two stretchers. Parts needed per SN 20N-447252 4 oversized roll pins, 3453450 4 rivets, 3402200 1 red handle kit, 1901506 2 bushings, 8661650 https://www.ebiotrack.com/workorder.php?wo=71000 15N-329455 4 oversized roll pins, 3453450 4 rivets, 3402200 1 red handle kit, 1901506 2 bushings, 8661650 23N-unknown 1 red handle kit, 1901506 2 bushings, 8661650
Priority
Standard
Origin
Email
Reason
New Case
Contact
Devin Conner
Owner
Shelby Robinson
Created
Jan 15, 2026
Work Orders from this Case (3)
WO-01338430 (current) Invoiced
Repair • Chris Galasso
Created: Jan 19, 2026 • Closed: Feb 18, 2026
WO-01338432 Invoiced
Repair • Chris Galasso
Created: Jan 19, 2026 • Closed: Mar 6, 2026
WO-01338434 Invoiced
Repair • Chris Galasso
Created: Jan 19, 2026 • Closed: Jan 28, 2026
Completed with significant delays
Invoiced • 206 days old
🚨
Primary Delay 7.6 days stuck in "Scheduled"
⏱️
Total Delay 16.6 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
0.0d / 1.0d SLA
Awaiting Parts
1.3d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
5.0d / 0.5d SLA
Scheduled
14.6d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Incomplete
3.3d
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

TBA exceeded quote due to additional part

2/M Owens Devin Conner called back and I told him the first available is Wed. 2/18 based on the schedule. I told him I would see if I can reschedule what's on 2/11 to another day to move him up to next week.

2/6 MOwens Called to speak to Devin Conner. Left a msg for him to call back since he was at at funeral service.

2/3/26 RBerry- Updated due date based on parts.


2/3 MOwens

1Z01E3E70397048976 tracking info not available yet.

1/29 KWeiss, Created case and sent to sales for quoting.

1/20 MOwens Devin replied back that 1/28 will work for him for the repair visit. Arrival time between 10-11am.

1/19 MOwens Sent email to Devin Conner asking if the repair visit can be scheduled for first open day on 1/28.

🔧 Work Performed
REPLACED RED HANDLE KIT; TESTED GOOD 2.18.26 REPLACED SCUFF STRIPS; TESTED GOOD
🔍 Technician Findings
RED HANDLE DAMAGED; SCUFF STIRIPS DAMAGED
⚠️ Problem Description
Q-00032091 1 of 3 Requesting service on three stretchers. The Brands are Ferno- 20N447252, Ferno 15N-329455, and Ferno 23N-. Can't read the numbers on the third stretcher. All of the stretchers need the handles fixed and legs on two stretchers. Parts needed per SN 20N-447252 4 oversized roll pins, 3453450 4 rivets, 3402200 1 red handle kit, 1901506 2 bushings, 8661650 https://www.ebiotrack.com/workorder.php?wo=71004
📄 Description
Ferno 24-MAXX Heavy Duty Mortuary Cot

Timeline

📞
Case Linked Jan 15, 10:09 AM
Case Number: 00559337
Subject: 01/19 awaiting sync to EBT. - L2 review - EMS
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Jan 19, 10:38 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Shelby Robinson
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Jan 19, 10:45 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 6m
📅
Status: Ready for Scheduling by Brittany Davis Jan 19, 11:25 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 40m
👷
▶
2 Status: Assigned Jan 19, 11:44 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Chris Galasso
🔩
3x Parts Added Jan 19, 12:35 PM
Type: Parts, Expenses
Status: Open
Qty: 1, 2
🗓️
▶
2 Status: Scheduled Jan 20, 8:44 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-28T15:30:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Chris Galasso Jan 28, 12:53 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 4h
⏱️
▶
2 Labor Added Jan 28, 4:12 PM
Labor Added → Status: Completed
✔️
Status: Completed by Chris Galasso
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 3h 19m, 0m
⏳ 4.0 business days
📦
▶
2 Parts Requested Feb 2, 4:13 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: Incomplete
To: Awaiting Parts
Duration in Previous: 4d 23h
📅
▶
2 Status: Ready for Scheduling Feb 3, 9:45 AM
Status: Ready for Scheduling → 3x Parts Added
🔩
3x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 2, 8, 1
👷
▶
2 Technician Assigned Feb 3, 10:02 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17m
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Feb 6, 4:11 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-18T16:00:00.000+0000
⚠️ 8.0 business days
⏱️
▶
2 6x Labor Added Feb 18, 9:20 PM
6x Labor Added → Status: Completed
✔️
Status: Completed by Chris Galasso
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 12d 5h, 0m
⏳ 3.3 business days
📄
▶
2 Status: Ready to Bill Feb 23, 10:50 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🚨 95.0 business days
🧾
Invoice Created Jul 8, 5:00 PM
Invoice Number: SM-254653

Bottlenecks

Assigned
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Assigned
Duration: 4.0 business days (threshold: 4.0 business hours)
Exceeded by 3.5 business days
Scheduled
Duration: 7.6 business days (threshold: 2.0 business days)
Exceeded by 5.6 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00559337
Closed
📦
Parts Order 00088574
Closed
📦
Parts Order 00089531
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Chris Galasso
Scheduled
Feb 18, 11:00 AM
Created
Jan 19, 10:38 AM
Invoice #
SM-254653

Work Details (13)

Name Type Status Qty Amount Date
WL-03070374 Parts Open 1 $55.79 Jan 19, 12:35 PM
WL-03070375 Parts Open 2 $6.00 Jan 19, 12:35 PM
WL-03070376 Expenses Open 1 $15.62 Jan 19, 12:35 PM
WL-03082093 Labor Open 1.5 $195.00 Jan 28, 4:12 PM
WL-03089187 Parts Open 2 $46.00 Feb 3, 9:47 AM
WL-03089188 Parts Open 8 $16.00 Feb 3, 9:47 AM
WL-03089189 Expenses Open 1 $15.64 Feb 3, 9:47 AM
WL-03111371 Labor Open 2 $500.00 Feb 18, 9:20 PM
WL-03111372 Labor Open 1.5 $195.00 Feb 18, 9:20 PM
WL-03111373 Labor Open 2.5 $0.00 Feb 18, 9:20 PM
WL-03111374 Travel Open 107 $154.03 Feb 18, 9:20 PM
WL-03111375 Travel Open 104 $0.00 Feb 18, 9:20 PM
WL-03111376 Expenses Open 1 $0.00 Feb 18, 9:20 PM

Details