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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01340128 ↗ ServiceMax

Accucold • Preventive Maintenance • PSM

📍 Avita Pharmacy 1054 - Rock Hill — 455 Lakeshore Pkwy, Rock Hill SC, 29730

Jan 27, 2026 → Mar 10, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (8 biz days late)
Active: 12 biz days
Paused: 18 biz days
🕐 Clock stopped: Completed (Mar 11, 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
⏸18d
⏸ Clock Paused
Status: Ready for Release
Feb 3 → Mar 2, 2026
18 business days (not counted)
▶ Clock Running
Status: Assigned
Mar 2 → Mar 2, 2026
0 business days (counted)
Running total: 5 of ? biz days used
7d
▶ Clock Running
Status: Scheduled
Mar 2 → Mar 11, 2026
7 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 11 → Mar 11, 2026
0 business days (counted)
Running total: 12 of ? biz days used
Created: Jan 27, 2026 Completed: Mar 11, 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 → Mar 2 Ready for Release ⏸ Paused 18 —
Mar 2 → Mar 2 Assigned ▶ Running 0 5
Mar 2 → Mar 11 Scheduled ▶ Running 7 12
Mar 11 → Mar 11 Tech On Site ▶ Running 0 12
Dispatch 0.0d
Holding 18.1d (excluded)
Coordinators 12.6d
Field Work 0.0d
Billing 10.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
18.1 days
Coordinators
12.6 days
Over SLA
Field Work
0.0 days
Billing
10.0 days
Over SLA
Created: Jan 27, 2026 Due: Mar 31, 2026 Completed: Mar 11, 2026 (20 days early)
📅
30.2 days Total Age
⏱️
18.1d in Ready for Release Longest Stage
🔄
8 transitions Status Changes
⚠️
18.6d 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 #00562502
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-01340128 (current) Invoiced
Preventive Maintenance • Rozier Cole
Created: Jan 27, 2026 • Closed: Mar 10, 2026
Completed with significant delays
Invoiced • 201 days old
🚨
Primary Delay 18.1 days stuck in "Ready for Release"
⏱️
Total Delay 18.6 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
Ready for Scheduling
5.7d / 1.0d SLA
Ready for Release
18.1d
Scheduled
6.8d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
10.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/26/26 RBerry- Received confirmation on live spreadsheet to schedule for 3/10 with an arrival time between 8-10AM. Found that tech has skillset but only level 2 and level 3 is needed. Reached out to tech sup.


2/25/26 RBerry- Offered to schedule for 3/10 with an arrival time between 8-10AM. Waiting on confirmation on live spreadsheet


2/24/26 RBerry- Per teams call with MBateman, send closest trained tech, Rozier.

🔧 Work Performed
PMD UNIT PER MFG INSTRUCTIONS - CHECKED IN & OUT W CX
🔍 Technician Findings
FOUND UNIT NEEDING PM - UNIT WAS STAINLESS STEEL WITH NO GLASS WINDOWS
⚠️ Problem Description
Avita Pharmacy Accucold Project PM Scheduling contact all sites PRIMARY: Ricardo Escobar

Timeline

📞
▶
3 Case Linked Jan 27, 1:05 PM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01340128
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 4h
🚨 18.8 business days
👷
▶
3 Technician Assigned Mar 2, 3:50 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Rhea Berry
From: Ready for Release, Assigned
To: Assigned, Scheduled
Duration in Previous: 26d 22h, 0m
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2026-03-10T13:00:00.000+0000
⚠️ 7.0 business days
⏱️
▶
2 5x Labor Added Mar 10, 11:21 PM
5x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Rozier Cole
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 6h
✔️
▶
2 Status: Completed Mar 10, 11:34 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Rozier Cole
From: Completed
To: Closed
Duration in Previous: 2m
📄
Status: Ready to Bill by Chris Bakkemo Mar 11, 10:52 AM
From: Closed
To: Ready to Bill
Duration in Previous: 11h 15m
🚨 10.0 business days
📨
▶
2 Status: Invoice Pending Mar 24, 3:24 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-257358

Bottlenecks

Ready for Scheduling
Duration: 5.7 business days (threshold: 1.0 business days)
Exceeded by 4.7 business days
Scheduled
Duration: 6.8 business days (threshold: 2.0 business days)
Exceeded by 4.8 business days
Ready to Bill
Duration: 10.0 business days (threshold: 1.0 business days)
Exceeded by 9.0 business days

🔗 Related Artifacts

📞
Case 00562502
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Rozier Cole
Scheduled
Mar 10, 9:00 AM
Created
Jan 27, 1:06 PM
Invoice #
SM-257358

Work Details (5)

Name Type Status Qty Amount Date
WL-03138578 Labor Open 1.5 $125.00 Mar 10, 11:21 PM
WL-03138579 Labor Open 1 $75.00 Mar 10, 11:21 PM
WL-03138580 Labor Open 1.5 $0.00 Mar 10, 11:21 PM
WL-03138581 Travel Open 68 $0.00 Mar 10, 11:21 PM
WL-03138582 Travel Open 68 $0.00 Mar 10, 11:21 PM

Details