Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01340225 ↗ ServiceMax

Cornell Scott - Hill Health Center Conneticut • Virtual Tech • PC

📍 Cornell Scott - Sargent Drive — 155 Sargent Drive, New Haven CT, 06511

Jan 27, 2026 → Feb 9, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 6, 2026
✗ SLA Missed (1 biz days late)
Active: 9 biz days
🕐 Clock stopped: Completed (Feb 9, 2026)
▶ Clock Running
Status: Created
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 0 of ? biz days used
9d
▶ Clock Running
Status: On Hold
Jan 27 → Feb 9, 2026
9 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 9 of ? biz days used
Created: Jan 27, 2026 Completed: Feb 9, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Jan 27 → Jan 27 Created ▶ Running 0 0
Jan 27 → Feb 9 On Hold ▶ Running 9 9
Feb 9 → Feb 9 Assigned ▶ Running 0 9
Dispatch 0.0d
Holding 9.3d (excluded)
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
9.3 days
Created: Jan 27, 2026 Due: Feb 6, 2026 Completed: Feb 9, 2026 (2 days late)
📅
9.3 days Total Age
⏱️
9.3d in On Hold Longest Stage
🔄
3 transitions Status Changes
⚠️
1.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562629
<no subject>
Closed
The otoscope and ophthalmoscope in the stretcher room on the YPC side is receiving power, but doesn't generate light. Welch Allyn - 777
Priority
Standard
Origin
Email
Reason
New Case
Contact
Sonya Brevard
Owner
Virtual Tech
Created
Jan 27, 2026
Work Orders from this Case (2)
WO-01340225 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Jan 27, 2026 • Closed: Feb 9, 2026
WO-01350571 Invoiced
Virtual Tech - Field Repair • Mohamed Shareed
Created: Feb 9, 2026 • Closed: Mar 3, 2026
Completed with minor delays
Invoiced • 198 days old
🚨
Primary Delay 9.3 days stuck in "On Hold"
⏱️
Total Delay 1.7 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
On Hold
9.3d
Closed
2.7d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
2-9 Customer confirmed handles in correct location. 1-28 Customer reports still having issues.
🔍 Technician Findings
Sending Tech out to troubleshoot issue with Wall Transformer.
⚠️ Problem Description
The otoscope and ophthalmoscope in the stretcher room on the YPC side is receiving power, but doesn't generate light. Welch Allyn - 777 https://www.ebiotrack.com/workorder.php?wo=71188

Timeline

📞
▶
3 Case Linked Jan 27, 4:42 PM
Case Linked → Work Order Created → Status: On Hold
📋
Work Order Created
Work Order: WO-01340225
Type: Virtual Tech
Priority: PC
⏸️
Status: On Hold by Wendy Argueta
From: Entered
To: On Hold
Duration in Previous: 0m
⚠️ 9.9 business days
⏱️
▶
3 Labor Added Feb 9, 1:08 PM
Labor Added → Technician Assigned → Status: Assigned
👷
Technician Assigned by Derek Reynolds
Technician: Virtual Tech
👷
Status: Assigned by Derek Reynolds
From: On Hold, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 12d 20h, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Feb 11, 4:53 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-253629

Bottlenecks

Closed
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days

🔗 Related Artifacts

📞
Case 00562629
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
N/A
Technician
Virtual Tech
Scheduled
N/A
Created
Jan 27, 4:45 PM
Invoice #
SM-253629

Work Details (1)

Name Type Status Qty Amount Date
WL-03097675 Labor Open 0.38333333333333 $59.50 Feb 9, 1:08 PM

Details