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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01340112 ↗ ServiceMax

Accucold • Preventive Maintenance • PSM

📍 1044 - Birmingham — 3220 5th Ave S Suite 110, Birmingham AL, 35222

Jan 27, 2026 → Apr 13, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Paused: 47 biz days
🕐 Clock stopped: Completed (Apr 13, 2026)
▶ Clock Running
Status: Created
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: Ready for Scheduling
Jan 27 → Feb 3, 2026
5 business days (counted)
Running total: 5 of ? biz days used
⏸47d
⏸ Clock Paused
Status: Ready for Release
Feb 3 → Apr 10, 2026
47 business days (not counted)
▶ Clock Running
Status: Assigned
Apr 10 → Apr 10, 2026
0 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Scheduled
Apr 10 → Apr 13, 2026
1 business day (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 13 → Apr 13, 2026
0 business days (counted)
Running total: 6 of ? biz days used
Created: Jan 27, 2026 Completed: Apr 13, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jan 27 → Jan 27 Created ▶ Running 0 0
Jan 27 → Feb 3 Ready for Scheduling ▶ Running 5 5
Feb 3 → Apr 10 Ready for Release ⏸ Paused 47 —
Apr 10 → Apr 10 Assigned ▶ Running 0 5
Apr 10 → Apr 13 Scheduled ▶ Running 1 6
Apr 13 → Apr 13 Tech On Site ▶ Running 0 6
Dispatch 0.0d
Holding 47.1d (excluded)
Coordinators 7.8d
Field Work 0.7d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
47.1 days
Coordinators
7.8 days
Over SLA
Field Work
0.7 days
Created: Jan 27, 2026 Due: Apr 30, 2026 Completed: Apr 13, 2026 (17 days early)
📅
53.8 days Total Age
⏱️
47.1d in Ready for Release Longest Stage
🔄
8 transitions Status Changes
⚠️
7.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562481
Closed
PM Scheduling contact all sites PRIMARY: Ricardo Escobar <ricardo.escobar@avitapharmacy.com Scheduling contact all sites SECONDARY: Randy Mize <Randy.Mize@avitacaresolutions.com> NOTE: All communications to Ricardo must include Randy as a CC. Due Date: 2/28/2026 Tech support: Tech Support Team for assistance at 718-893-3900 ext. 513 or via email at techsupport@summitappliance.com. Instructions for site prior to arrival: In preparation for the visits, it is required that all units be emptied and disconnected 24 hours before the scheduled visit. Checklist (attached) must be completed for each refrigerator and attached to the Work Order upon completion. Tech Skillset: Accucold WO PRIORITIES: Red as a "critical" Uptime priority. Orange is a "high" uptime priority and everything else is "standard" uptime priority.
Priority
High
Origin
Email
Reason
New Case
Contact
Ricardo Escobar
Owner
Shelby Robinson
Created
Jan 27, 2026
Work Orders from this Case (1)
WO-01340112 (current) Invoiced
Preventive Maintenance • Dylan Ingraham
Created: Jan 27, 2026 • Closed: Apr 13, 2026
Completed with minor delays
Invoiced • 201 days old
🚨
Primary Delay 47.1 days stuck in "Ready for Release"
⏱️
Total Delay 7.0 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
Ready for Scheduling
5.8d / 1.0d SLA
Ready for Release
47.1d
Assigned
0.0d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.2d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4/10/2026 LHill-CONFIRMED on Live spreadsheet. for Dylan for 4/13 with tech arrival between 10AM-12PM


04/07/2026 LHill-offered on live spreadsheet . 4/13 with tech arrival 10AM-12PM.

🔧 Work Performed
4/13 DI: ARRIVED TO SITE AND SIGNED WITH CUSTOMER AT THE FRONT DESK. COMPLETED ACCUCOLD PM SERVICE PER MFG CHECKLIST (ATTACHED COMPLETED CHECKLIST). ADVISED CUSTOMER OF PM STATUS AND RETURNED UNIT TO SERVICE
🔍 Technician Findings
4/13 DI: ACCUCOLD PM SERVICE
⚠️ Problem Description
Avita Pharmacy Accucold Project PM Scheduling contact all sites PRIMARY: Ricardo Escobar

Timeline

📞
▶
3 Case Linked Jan 27, 12:30 PM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01340112
Type: Preventive Maintenance
Priority: PSM
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 6.0 business days
✅
Status: Ready for Release by Rhea Berry Feb 3, 5:49 PM
From: Ready for Scheduling
To: Ready for Release
Duration in Previous: 7d 5h
🚨 47.8 business days
👷
▶
4 Status: Assigned Apr 10, 12:22 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Laura Hill
Technician: Dylan Ingraham
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2026-04-13T14:45:00.000+0000
🗓️
Status: Scheduled by Laura Hill
From: Assigned
To: Scheduled
Duration in Previous: 1m
⏳ 2.0 business days
🔧
Status: Tech On Site by Dylan Ingraham Apr 13, 12:55 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 0h
⏱️
▶
3 5x Labor Added Apr 13, 6:11 PM
5x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Dylan Ingraham
From: Tech On Site
To: Completed
Duration in Previous: 5h 16m
🏁
Status: Closed by Dylan Ingraham
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.7 business days
📄
Status: Ready to Bill by Diane Patton Apr 16, 9:23 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 2d 15h, 0m
⏳ 2.0 business days
🧾
Invoice Created Apr 19, 10:54 PM
Invoice Number: SM-259322

Bottlenecks

Ready for Scheduling
Duration: 5.8 business days (threshold: 1.0 business days)
Exceeded by 4.8 business days
Closed
Duration: 3.2 business days (threshold: 1.0 business days)
Exceeded by 2.2 business days

🔗 Related Artifacts

📞
Case 00562481
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Dylan Ingraham
Scheduled
Apr 13, 10:45 AM
Created
Jan 27, 12:32 PM
Invoice #
SM-259322

Work Details (5)

Name Type Status Qty Amount Date
WL-03184190 Labor Open 3.75 $125.00 Apr 13, 6:11 PM
WL-03184191 Labor Open 1.25 $75.00 Apr 13, 6:11 PM
WL-03184192 Travel Open 143 $0.00 Apr 13, 6:11 PM
WL-03184193 Expenses Open 1 $0.00 Apr 13, 6:11 PM
WL-03184194 Expenses Open 1 $0.00 Apr 13, 6:11 PM

Details