Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01340137 ↗ ServiceMax

Accucold • Preventive Maintenance • PSM

📍 Avita Pharmacy 1063 — 1860 Walt Whitman Rd Suite 700, Melville NY, 11747

Jan 27, 2026 → Apr 13, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (31 biz days late)
Active: 35 biz days
Paused: 18 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
⏸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 4, 2026
2 business days (counted)
Running total: 7 of ? biz days used
26d
▶ Clock Running
Status: Reschedule
Mar 4 → Apr 9, 2026
26 business days (counted)
Running total: 33 of ? biz days used
▶ Clock Running
Status: Assigned
Apr 9 → Apr 9, 2026
0 business days (counted)
Running total: 33 of ? biz days used
▶ Clock Running
Status: Scheduled
Apr 9 → Apr 13, 2026
2 business days (counted)
Running total: 35 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 13 → Apr 13, 2026
0 business days (counted)
Running total: 35 of ? biz days used
Created: Jan 27, 2026 Completed: Apr 13, 2026
Show SLA Clock Detail (9 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 4 Scheduled ▶ Running 2 7
Mar 4 → Apr 9 Reschedule ▶ Running 26 33
Apr 9 → Apr 9 Assigned ▶ Running 0 33
Apr 9 → Apr 13 Scheduled ▶ Running 2 35
Apr 13 → Apr 13 Tech On Site ▶ Running 0 35
Dispatch 0.0d
Holding 18.1d (excluded)
Coordinators 37.7d
Field Work 0.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
18.1 days
Coordinators
37.7 days
Over SLA
Field Work
0.1 days
Billing
0.0 days
Created: Jan 27, 2026 Due: Apr 30, 2026 Completed: Apr 13, 2026 (17 days early)
📅
53.7 days Total Age
⏱️
27.0d in Reschedule Longest Stage
🔄
10 transitions Status Changes
⚠️
32.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562517
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 (2)
WO-01340137 (current) Invoiced
Preventive Maintenance • Mohamed Shareed
Created: Jan 27, 2026 • Closed: Apr 13, 2026
WO-01340140 Invoiced
Preventive Maintenance • Mohamed Shareed
Created: Jan 27, 2026 • Closed: Apr 13, 2026
Completed with significant delays
Invoiced • 201 days old
🚨
Primary Delay 27.0 days stuck in "Reschedule"
⏱️
Total Delay 32.7 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
5.1d / 2.0d SLA
Reschedule
27.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

04/09/2026 LHill-Confirmed on live spreadsheet 4/13 with tech arrival 8-10AM Site opens at 8:30 am. Please schedule accordingly.


04/09/2026 LHill-DECLINED on the live spreadsheet. Site opens at 8:30 AM.


04/08/2026 LHill-offered on live spreadsheet for Mohamed for 04/13 with tech arrival between 8AM-10AM


04/08/2026 LHill-Kourtney responded to put on Mohamed for 04/13 in the morning.


04/08/2026 LHill-sent TEAMS message to Kourtney-⁠Do you have any plans for Mohamed Shareed for 04/10. I don't see anything on his calendar. I can offer 2 Accucolds if you don't have anything?


3/30/26 Rberry- WO was placed into reschedule due to confirming what tools were actually needed and review with techs on what is required to be completed for these PMs. Reached out to CBakkemo via teams asking if the due dates for Accucold PMs can be updated.


2/26/26 RBerry- Received confirmation on live spreadsheet to schedule for 3/4/26 with an arrival time between 12-2PM. Found that there is a WO scheduled during this time (placeholder was set for this time) . Reached out to ASC.


2/23/26 Rberry- Added offered date of 3/4/26 with an arrival time between 12-2PM to live spreadsheet. Waiting on confirmation. This WO will go to Mohamed Shareed when approved.


2/23/26 RBerry- Per SRogers on teams call, send Mohamed Shareed

🔧 Work Performed
Performed annual maintenance exterior cleaning and verification only. Completed all check points as applicable per preventive maintenance checklist.
🔍 Technician Findings
On arrival found unit powered on with contents inside operating normally.
⚠️ Problem Description
Avita Pharmacy Accucold Project PM Scheduling contact all sites PRIMARY: Ricardo Escobar

Timeline

📞
3 Case Linked Jan 27, 1:22 PM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01340137
Type: Preventive Maintenance
Priority: PSM
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
⚠️ 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, 3:47 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Rhea Berry
Technician: Mohamed Shareed
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2026-03-04T18:00:00.000+0000
3.0 business days
🔄
Status: Reschedule by Rhea Berry Mar 4, 8:15 AM
From: Scheduled
To: Reschedule
Duration in Previous: 1d 16h
🚨 27.0 business days
👷
3 Technician Assigned Apr 9, 2:47 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Laura Hill
From: Reschedule, Assigned
To: Assigned, Scheduled
Duration in Previous: 36d 5h, 0m
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2026-04-13T13:00:00.000+0000
3.0 business days
🔧
Status: Tech On Site by Mohamed Shareed Apr 13, 9:18 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 18h
⏱️
2 4x Labor Added Apr 13, 9:58 AM
4x Labor Added → Status: Completed
✔️
Status: Completed by Mohamed Shareed
From: Tech On Site
To: Completed
Duration in Previous: 43m
🏁
Status: Closed by Mohamed Shareed Apr 13, 10:03 AM
From: Completed
To: Closed
Duration in Previous: 1m
3.0 business days
📄
2 Status: Ready to Bill Apr 15, 9:08 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
3.0 business days
🧾
Invoice Created Apr 19, 12:53 PM
Invoice Number: SM-259264

Bottlenecks

Ready for Scheduling
Duration: 5.7 business days (threshold: 1.0 business days)
Exceeded by 4.7 business days
Scheduled
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 3.2 business hours
Reschedule
Duration: 27.0 business days (threshold: 2.0 business days)
Exceeded by 25.0 business days
Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.2 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00562517
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Mohamed Shareed
Scheduled
Apr 13, 9:00 AM
Created
Jan 27, 1:24 PM
Invoice #
SM-259264

Work Details (4)

Name Type Status Qty Amount Date
WL-03183466 Labor Open 1.25 $125.00 Apr 13, 9:58 AM
WL-03183467 Labor Open 0.5 $75.00 Apr 13, 9:58 AM
WL-03183468 Travel Open 31 $0.00 Apr 13, 9:58 AM
WL-03183469 Expenses Open 1 $0.00 Apr 13, 9:58 AM

Details