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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01339886 ↗ ServiceMax

Community Health Center CHC New Britain • Repair • P3

📍 CHC of Waterbury (10448-21-010) — 51 North Elm Street, Waterbury CT, 06492

Jan 26, 2026 → Feb 2, 2026

✅ Completed
P3 3 business days from creation
Target: Jan 29, 2026
🕐 Clock stopped: Completed (Feb 3)
✗ SLA Missed (4d late)
Dispatch 0.0d
Coordinators 0.2d
Field Work 5.7d
Incomplete 0.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
0.2 days
Field Work
5.7 days
Over SLA
Incomplete (excluded from total)
0.0 days
Billing
0.0 days
Created: Jan 26, 2026 Due: Jan 29, 2026 Completed: Feb 3, 2026 (4 days late)
📅
5.9 days Total Age
⏱️
5.7d in Completed Longest Stage
🔄
7 transitions Status Changes
⚠️
6.7d over Total Delay
📦
0 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 #00560535
Urgent - HCP repair
Closed
Q-00032122 Per Manuela - URGENT - this is the only one they have. Model: Welch Allyn - AM 282 Model Type: Audiometer Asset 13095002 It will not turn on. The technician will need to determine if the parts are needed for repairs.
Priority
Critical
Origin
Phone
Reason
New Case
Contact
Manuela Benga
Owner
Kimberly Hardison
Created
Jan 20, 2026
Work Orders from this Case (1)
WO-01339886 (current) Invoiced
Repair • Edward Arias
Created: Jan 26, 2026 • Closed: Feb 2, 2026
Completed with minor delays
Invoiced • 108 days old
🚨
Primary Delay 5.7 days stuck in "Completed"
⏱️
Total Delay 6.7 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
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Completed
5.7d / 1.0d SLA
Incomplete
0.0d
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/3/26 SReich - Created case 00564986 for follow up.


1/26 KSmith -- Area is backlogged due to winter storm. 1 FSE in MA all week. Scheduled for 2/2 with POC> 12pm-2pm. Shawn is aware SLA will be missed

1/26 KSmith -- Sent email to schedule for 2/2

🔧 Work Performed
Inspected Audiometer and found ac cord port broken.Called Welch Allyn and unit has to be sent to them for repair.
🔍 Technician Findings
Audiometer does not power on
⚠️ Problem Description
Q-00032122 Per Manuela - URGENT - this is the only one they have. Model: Welch Allyn - AM 282 Model Type: Audiometer Asset 13095002 It will not turn on. The technician will need to determine if the parts are needed for repairs. https://www.ebiotrack.com/workorder.php?wo=71154

Timeline

📞
Case Linked Jan 20, 2:00 PM
Case Number: 00560535
Subject: Urgent - HCP repair
Status: Closed
⚠️ 5.0 business days
📋
▶
2 Work Order Created Jan 26, 2:22 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Jan 26, 3:20 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 57m
👷
▶
3 Technician Assigned Jan 26, 3:38 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-02T18:00:00.000+0000
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 19m
⚠️ 6.0 business days
⏱️
3x Labor Added Feb 2, 8:54 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 4
⚠️
Status: Incomplete by Edward Arias Feb 2, 9:02 PM
From: Completed, Scheduled
To: Incomplete, Completed
Duration in Previous: 7d 5h, 0m
✔️
Status: Completed by Edward Arias Feb 2, 9:12 PM
From: Incomplete, Completed
To: Completed, Closed
Duration in Previous: 9m, 0m
⏳ 3.3 business days
📄
▶
2 Status: Ready to Bill Feb 5, 10:38 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🚨 12.0 business days
🧾
Invoice Created Feb 20, 10:14 PM
Invoice Number: SM-253038

Bottlenecks

Completed
Duration: 5.7 business days (threshold: 1.0 business days)
Exceeded by 4.7 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00560535
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
Edge
Technician
Edward Arias
Scheduled
Feb 2, 1:00 PM
Created
Jan 26, 2:22 PM
Invoice #
SM-253038

Work Details (3)

Name Type Status Qty Amount Date
WL-03088839 Labor Open 0.5 $40.69 Feb 2, 8:54 PM
WL-03088840 Labor Open 0.5 $74.50 Feb 2, 8:54 PM
WL-03088841 Travel Open 4 - Feb 2, 8:54 PM

Details