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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01340132 ↗ ServiceMax

Accucold • Preventive Maintenance • PSM

📍 Avita Pharmacy 1059 — 1226 Chestnut St, Philadelphia PA, 19107

Jan 27, 2026 → Mar 6, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (6 biz days late)
Active: 9 biz days
Paused: 18 biz days
🕐 Clock stopped: Completed (Mar 7, 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
▶ Clock Running
Status: Scheduled
Mar 2 → Mar 3, 2026
1 business day (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 6 of ? biz days used
3d
▶ Clock Running
Status: Tech Off Site
Mar 3 → Mar 6, 2026
3 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 6 → Mar 7, 2026
0 business days (counted)
Running total: 9 of ? biz days used
Created: Jan 27, 2026 Completed: Mar 7, 2026
Show SLA Clock Detail (8 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 3 Scheduled ▶ Running 1 6
Mar 3 → Mar 3 Tech On Site ▶ Running 0 6
Mar 3 → Mar 6 Tech Off Site ▶ Running 3 9
Mar 6 → Mar 7 Tech On Site ▶ Running 0 9
Dispatch 0.0d
Holding 18.1d (excluded)
Coordinators 7.1d
Field Work 4.4d
Billing 24.3d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
18.1 days
Coordinators
7.1 days
Over SLA
Field Work
4.4 days
Over SLA
Billing
24.3 days
Over SLA
Created: Jan 27, 2026 Due: Mar 31, 2026 Completed: Mar 7, 2026 (24 days early)
📅
27.7 days Total Age
⏱️
20.9d in Ready to Bill Longest Stage
🔄
14 transitions Status Changes
⚠️
31.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 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 Mar 6, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562507
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-01340132 (current) Invoiced
Preventive Maintenance • Chris Galasso
Created: Jan 27, 2026 • Closed: Mar 6, 2026
Completed with significant delays
Invoiced • 201 days old
🚨
Primary Delay 20.9 days stuck in "Ready to Bill"
⏱️
Total Delay 31.7 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
5.7d / 1.0d SLA
Ready for Release
18.1d
Scheduled
1.4d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Tech Off Site
4.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
7.0d / 1.0d SLA
Billing Review
2.1d / 2.0d SLA
WO Correction Needed
1.3d
Ready to Bill
20.9d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

@Diane Patton​ @Shawn Rogers​ Yes there is because there is no TRAVEL selection in the drop down menu so my travel home went in as PM


3/16/26 DPatton - Please clarify billing notes on the smc. Is the smc set up correctly for the PM project? See WDL's

2/26/26 RBerry- Received confirmation to schedule for 3/6/26 with an arrival time between 1-3PM per live spreadsheet.


2/24/26 RBerry- Added offered date of 3/6/26 with an arrival time between 1-3PM to live spreadsheet. Waiting on confirmation. This WO will go to Chris Galasso when approved.


2/24/26 RBerry- Per teams chat with MBateman, send CGalasso for this.

🔧 Work Performed
LIMITED PM SERVICE PER CHECKLIST AND NO DOOR OPENING RESTRICTION; NO ISSUES SEEN
🔍 Technician Findings
REFRIGERATOR IN SERVICE; APPEARS NEARLY NEW
⚠️ Problem Description
Avita Pharmacy Accucold Project PM Scheduling contact all sites PRIMARY: Ricardo Escobar

Timeline

📞
▶
3 Case Linked Jan 27, 1:11 PM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01340132
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 Status: Assigned Mar 2, 3:49 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Rhea Berry
Technician: Chris Galasso
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2026-03-06T19:00:00.000+0000
🔧
▶
2 Status: Tech On Site Mar 3, 9:31 AM
Status: Tech On Site → Status: Tech Off Site
🚗
Status: Tech Off Site by Chris Galasso
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1m
⏳ 4.0 business days
🔧
Status: Tech On Site by Chris Galasso Mar 6, 3:52 PM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 3d 6h
⏱️
▶
4 6x Labor Added Mar 6, 11:53 PM
6x Labor Added → Status: Completed → Expenses Added → Status: Closed
✔️
Status: Completed by Chris Galasso
From: Tech On Site
To: Completed
Duration in Previous: 8h 1m
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Chris Galasso
From: Completed
To: Closed
Duration in Previous: 2m
⚠️ 6.0 business days
💵
Status: Billing Review by Diane Patton Mar 16, 10:07 AM
From: Closed
To: Billing Review
Duration in Previous: 9d 9h
⏳ 2.0 business days
✏️
Status: WO Correction Needed by Diane Patton Mar 17, 10:50 AM
From: Billing Review
To: WO Correction Needed
Duration in Previous: 1d 0h
🏁
Status: Closed by Chris Galasso Mar 17, 10:27 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 11h 37m
💵
Status: Billing Review by Diane Patton Mar 18, 11:53 AM
From: Closed
To: Billing Review
Duration in Previous: 13h 26m
📄
Status: Ready to Bill by Diane Patton Mar 18, 12:29 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 36m
🚨 21.0 business days
📨
▶
2 Status: Invoice Pending Apr 15, 1:02 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-259304

Bottlenecks

Ready for Scheduling
Duration: 5.7 business days (threshold: 1.0 business days)
Exceeded by 4.7 business days
Tech Off Site
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days
Ready to Bill
Duration: 20.9 business days (threshold: 1.0 business days)
Exceeded by 19.9 business days

🔗 Related Artifacts

📞
Case 00562507
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Chris Galasso
Scheduled
Mar 6, 2:00 PM
Created
Jan 27, 1:12 PM
Invoice #
SM-259304

Work Details (7)

Name Type Status Qty Amount Date
WL-03134739 Labor Open 2.25 $125.00 Mar 6, 11:53 PM
WL-03134740 Labor Open 0.75 $75.00 Mar 6, 11:53 PM
WL-03134741 Labor Open 1 $0.00 Mar 6, 11:53 PM
WL-03134742 Travel Open 107 $0.00 Mar 6, 11:53 PM
WL-03134743 Travel Open 15 $0.00 Mar 6, 11:53 PM
WL-03134744 Expenses Open 1 $0.00 Mar 6, 11:53 PM
WL-03134749 Expenses Open 1 $0.00 Mar 6, 11:56 PM

Details