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WO-01338469 ↗ ServiceMax

Sono Bello • Virtual Tech - Field Repair • P3

📍 TX-Austin — 801 West 38th Street, Suite 100, Austin TX, 78705

Jan 19, 2026 → Feb 27, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Jan 22, 2026
✗ SLA Missed (6 biz days late)
Active: 9 biz days
Paused: 19 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 28, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸19d
⏸ Clock Paused
Status: Awaiting Parts
Jan 19 → Feb 16, 2026
19 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
9d
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 28, 2026
9 business days (counted)
Running total: 9 of 3 biz days used
Created: Jan 19, 2026 Completed: Feb 28, 2026
Business Days Used 9 / 3
0 3d budget +6d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 19 → Jan 19 Created ▶ Running 0 0 / 3
Jan 19 → Feb 16 Awaiting Parts ⏸ Paused 19 —
Feb 16 → Feb 16 Reschedule ▶ Running 0 0 / 3
Feb 16 → Feb 16 Assigned ▶ Running 0 0 / 3
Feb 16 → Feb 28 Scheduled ▶ Running 9 9 / 3
Material Management 19.0d
Coordinators 9.0d
Billing 0.0d
✗ SLA Missed
Material Management
19.0 days
Over SLA
Coordinators
9.0 days
Over SLA
Billing
0.0 days
Created: Jan 19, 2026 Due: Feb 20, 2026 Completed: Feb 28, 2026 (7 days late)
📅
28.0 days Total Age
⏱️
19.0d in Awaiting Parts Longest Stage
🔄
6 transitions Status Changes
⚠️
25.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

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🎫
Case #00560207
Follow up to WO-01328257
Closed
Follow up to WO-01328257 Technician Anthony Wirth Asset ID 12925508 Follow-Up Notes SN: V2349223; Model No: 230-001; Asset ID 12925508; While on site the customer wanted me to look at another unit that was having the same issue. The shroud is bent and missing small plastic pieces. Part number for the shroud is 002-0899-02 Ritter Shroud Standard base
Priority
Standard
Origin
Created From WO
Reason
New Case
Contact
MER TEAM
Owner
Virtual Tech
Created
Jan 19, 2026
Work Orders from this Case (1)
WO-01338469 (current) Invoiced
Virtual Tech - Field Repair • Anthony Wirth
Created: Jan 19, 2026 • Closed: Feb 27, 2026
Completed with significant delays
Invoiced • 209 days old
🚨
Primary Delay 19.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 25.0 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
19.0d / 3.0d SLA
Reschedule
0.0d / 2.0d SLA
Scheduled
9.0d / 2.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/19/26 RBerry- Per notes on WO-01341002- Site requested to schedule for 2/27/26. Updated delay code.


2/16 KKelch added to previously scheduled date and time with site

02/12/2026 Emartin

Order No: 753534


Customer PO No: PO016121


Customer: EMSAR Inc




  


Ship To Name: Sono Bello TX Austin


Ship To Address: 801 West 38th Street Suite 100    


Ship To City/State: Austin, TX 78705


Waybill (Tracking #): 1ZE444250371241524


Carrier: UPS-Parcel-Ground


  


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


  


LINE NO: 1.1 QTY: 1 ITEM: 002-0899-02 SERIAL #: DESCRIPTION: KIT, SHROUD ASSEMBLY, 230 (SHADOW)


LINE NO: 2.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT

🔧 Work Performed
Upon arrival, I checked in with the customer and received the replacement components delivered via mail. I proceeded to install the new parts and performed a comprehensive functional test of the equipment; the system operated as intended with no further defects identified. The unit has been verified for performance and successfully returned to active service.
🔍 Technician Findings
the shrouds are broken
⚠️ Problem Description
Follow up to WO-01328257 Technician Anthony Wirth Asset ID 12925508 Follow-Up Notes SN: V2349223; Model No: 230-001; Asset ID 12925508; While on site the customer wanted me to look at another unit that was having the same issue. The shroud is bent and missing small plastic pieces. Part number for the shroud is 002-0899-02 Ritter Shroud Standard base https://www.ebiotrack.com/workorder.php?wo=71013

Timeline

📞
Case Linked Jan 19, 1:36 PM
Case Number: 00560207
Subject: Follow up to WO-01328257
Status: Closed
📋
▶
3 Work Order Created Jan 19, 1:57 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00088599
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
🚨 19.0 business days
🔩
▶
2 2x Parts Added Feb 16, 1:13 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 27d 23h
👷
▶
3 Technician Assigned Feb 16, 2:14 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Reschedule, Assigned
To: Assigned, Scheduled
Duration in Previous: 1h 1m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-27T21:00:00.000+0000
⚠️ 9.0 business days
⏱️
3x Labor Added Feb 27, 8:37 PM
Type: Labor, Travel
Status: Open
Qty: 1, 3.5, 107
💵
▶
2 Expenses Added Feb 27, 8:49 PM
Expenses Added → Status: Completed
✔️
Status: Completed by Anthony Wirth
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 11d 6h, 0m
⏳ 3.4 business days
📄
▶
3 Status: Ready to Bill Mar 4, 11:29 AM
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-255548

Bottlenecks

Awaiting Parts
Duration: 19.0 business days (threshold: 3.0 business days)
Exceeded by 16.0 business days
Scheduled
Duration: 9.0 business days (threshold: 2.0 business days)
Exceeded by 7.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00560207
Closed
📦
Parts Order 00088599
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Anthony Wirth
Scheduled
Feb 27, 4:00 PM
Created
Jan 19, 1:57 PM
Invoice #
SM-255548

Work Details (6)

Name Type Status Qty Amount Date
WL-03107223 Parts Open 1 $1,348.65 Feb 16, 1:13 PM
WL-03107224 Expenses Open 1 $117.94 Feb 16, 1:13 PM
WL-03124267 Labor Open 1 $119.00 Feb 27, 8:37 PM
WL-03124268 Labor Open 3.5 $357.00 Feb 27, 8:37 PM
WL-03124269 Travel Open 107 - Feb 27, 8:37 PM
WL-03124335 Expenses Open 1 $0.00 Feb 27, 8:49 PM

Details