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← WO Overview

WO-01340693 ↗ ServiceMax

ArchWell Health • Virtual Tech - Field Repair • P3

📍 Archwell - Peoria — 9750 W Peoria Ave., Suite 120, Peoria AZ, 85345

Jan 29, 2026 → Present

🔴 Behind
P3
SLA Clock
3 business days from creation · Target: Feb 3, 2026
⚠ 124 biz days overdue
Active: 127 biz days
Paused: 10 biz days
Budget: 3 biz days
SLA Target
▶ Clock Running
Status: Created
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 29 → Feb 3, 2026
3 business days (not counted)
▶ Clock Running
Status: L2 Review
Feb 3 → Feb 12, 2026
7 business days (counted)
Running total: 7 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 7 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 12 → Feb 13, 2026
1 business day (counted)
Running total: 8 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 8 of 3 biz days used
▶ Clock Running
Status: Reschedule
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 8 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 13 → Feb 19, 2026
3 business days (counted)
Running total: 11 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 11 of 3 biz days used
50d
▶ Clock Running
Status: Tech Off Site
Feb 19 → Apr 30, 2026
50 business days (counted)
Running total: 61 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Apr 30 → May 6, 2026
4 business days (not counted)
▶ Clock Running
Status: Reschedule
May 6 → May 11, 2026
3 business days (counted)
Running total: 64 of 3 biz days used
▶ Clock Running
Status: Assigned
May 11 → May 11, 2026
0 business days (counted)
Running total: 64 of 3 biz days used
▶ Clock Running
Status: Scheduled
May 11 → May 12, 2026
1 business day (counted)
Running total: 65 of 3 biz days used
▶ Clock Running
Status: Tech On Site
May 12 → May 12, 2026
0 business days (counted)
Running total: 65 of 3 biz days used
▶ Clock Running
Status: Tech Off Site
May 12 → May 21, 2026
7 business days (counted)
Running total: 72 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
May 21 → May 27, 2026
3 business days (not counted)
▶ Clock Running
Status: Reschedule
May 27 → Jun 1, 2026
3 business days (counted)
Running total: 75 of 3 biz days used
52d
▶ Clock Running
Status: Assigned
Jun 1 → Aug 16, 2026
52 business days (counted)
Running total: 127 of 3 biz days used
Created: Jan 29, 2026 Today
Business Days Used 127 / 3
0 3d budget +124d over
Show SLA Clock Detail (19 periods)
Period Status Clock Biz Days Running Total
Jan 29 → Jan 29 Created ▶ Running 0 0 / 3
Jan 29 → Feb 3 Awaiting Parts ⏸ Paused 3 —
Feb 3 → Feb 12 L2 Review ▶ Running 7 7 / 3
Feb 12 → Feb 12 Ready for Scheduling ▶ Running 0 7 / 3
Feb 12 → Feb 13 Assigned ▶ Running 1 8 / 3
Feb 13 → Feb 13 Scheduled ▶ Running 0 8 / 3
Feb 13 → Feb 13 Reschedule ▶ Running 0 8 / 3
Feb 13 → Feb 19 Scheduled ▶ Running 3 11 / 3
Feb 19 → Feb 19 Tech On Site ▶ Running 0 11 / 3
Feb 19 → Apr 30 Tech Off Site ▶ Running 50 61 / 3
Apr 30 → May 6 Awaiting Parts ⏸ Paused 4 —
May 6 → May 11 Reschedule ▶ Running 3 64 / 3
May 11 → May 11 Assigned ▶ Running 0 64 / 3
May 11 → May 12 Scheduled ▶ Running 1 65 / 3
May 12 → May 12 Tech On Site ▶ Running 0 65 / 3
May 12 → May 21 Tech Off Site ▶ Running 7 72 / 3
May 21 → May 27 Awaiting Parts ⏸ Paused 3 —
May 27 → Jun 1 Reschedule ▶ Running 3 75 / 3
Jun 1 → Aug 16 Assigned ▶ Running 52 127 / 3
Dispatch 0.0d
Material Management 12.9d
Coordinators 14.8d
Field Work 58.7d
⚠ Overdue
Dispatch
0.0 days
Material Management
12.9 days
Over SLA
Coordinators
14.8 days
Over SLA
Field Work
58.7 days
Over SLA
Created: Jan 29, 2026 Due: Jul 31, 2026 (16 days overdue)
📅
138.3 days Total Age
⏱️
50.6d in Tech Off Site Longest Stage
🔄
16 transitions Status Changes
⚠️
64.3d over Total Delay
📦
3 orders, 0 quotes Parts & Quotes
📝
14 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (3 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Tyler Bollman — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 19, 2026
Visit 2 May 12, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00548555
WO-01311898 - incomplete - Accepted
Closed
POD A room 3 exams bed. UMF Medical 4040-650-100 Exam Table After trying to do a control box reset, tech believes the chair needs new columns and a control box. (2) R3-4040 Columns (1) R1-5714 Control Box The tech will need R1-4998 Tool Kit
Priority
Standard
Origin
Created From WO
Reason
New Case
Contact
Makayla Blair
Owner
Virtual Tech
Created
Dec 3, 2025
Work Orders from this Case (1)
WO-01340693 (current) Assigned
Virtual Tech - Field Repair • Tyler Bollman
Created: Jan 29, 2026
Behind Schedule - Needs Attention
Assigned • 199 days old
🚨
Primary Delay 50.6 days stuck in "Tech Off Site"
⏱️
Total Delay 64.3 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
Awaiting Parts
12.9d / 3.0d SLA
L2 Review
7.7d
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
1.7d / 0.5d SLA
Reschedule
7.9d / 2.0d SLA
Scheduled
5.1d / 2.0d SLA
Tech Off Site
57.7d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

8/11 KKelch logged email from Makayla advising that they still have not received the part needed.


8/11 KKelch sent Makayla an email to confirm if they have received the part needed yet.


7/28/26 CDempsey- Waiting to hear back from customer.

7/20 KKelch sent Makayla an email to confirm parts receival.


7/14 KKelch logged email from Makayla advising that they still have not received the part needed.


7/13 KKelch sent Makayla an email to confirm parts receival.


6/26 KKelch logged email from Makayla advising they have not received the parts needed yet.

6/16 Kkelch sent Makayla an email to confirm parts receival.

6/8 KKelch sent Makayla an email to confirm parts receival.

6/1 KKelch logged emal from Makayla advising that they have not received the part needed yet.

6/1 KKelch sent Makayla an email to confirm parts receival.

5/29/26 RBerry- Updated due date based on parts. Site ordered their own parts. Waiting for confirmation that parts have been received.


5/27 KKelch sent Makayla an email to confirm parts receival.

05/27/2026 AGreene - updated to Reschedule status because site is providing the part. Cancelled part order 96586.

5/19 KKelch sent Makayla an email to confirm parts receival.

5/11 KKelch added to previously scheduled date and time with the customer

5/11 KKelch sent Makayla an email for scheduling on 5/18 with arrival between 8 and 10 am.

5/6/26 RBerry- Updated due date based on parts. Removed delay code.



4/14/26 CDempsey- Tyler onsite today for another wo. Swapped ports as per J Whalen, and did not affect operation.

4/10/26 CDempsey- suggesting we quote the parts suggested by UMF

3/27/26 CDempsey- I am not sure why there is still an issue.

3/6/26 CDempsey- asking again for clarification.

2/19/26 CDempsey- emailed a few for assistance.

2/12 KKelch sent an email for scheduling

🔧 Work Performed
Arrived onsite customer had not received the repair tool kit and parts, there is no tracking information provided. Reached out to supervisor to help locate contact to provide shipping info Update 5/12/2026 - Tech could not complete the job. The Crank master that were sent, one side is good, but the other side, the screw is stripped and the bottom brace is bent inward and the pole will not fit into the brace. Tech called UMF Customer Service and spoke to Natalie. Tech explained what was going on with the Crank master and she said that they will be sending out a new Crank master to site. Tech told the POC and she that will be fine.
🔍 Technician Findings
No tool kit or parts onsite
⚠️ Problem Description
POD A room 3 exams bed. UMF Medical 4040-650-100 Exam Table After trying to do a control box reset, tech believes the chair needs new columns and a control box. (2) R3-4040 Columns (1) R1-5714 Control Box The tech will need R1-4998 Tool Kit https://www.ebiotrack.com/workorder.php?wo=71238

Timeline

📞
Case Linked Dec 3, 2:24 PM
Case Number: 00548555
Subject: WO-01311898 - incomplete - Accepted
Status: Closed
🚨 39.0 business days
📋
▶
3 Work Order Created Jan 29, 11:27 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089278
Status: Canceled
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
⏳ 4.0 business days
🔩
▶
2 3x Parts Added Feb 3, 1:36 PM
3x Parts Added → Status: L2 Review
👀
Status: L2 Review by Keith Fricke
From: Awaiting Parts
To: L2 Review
Duration in Previous: 5d 2h
⚠️ 8.0 business days
📅
Status: Ready for Scheduling by Wendy Argueta Feb 12, 12:56 PM
From: L2 Review
To: Ready for Scheduling
Duration in Previous: 8d 23h
👷
▶
2 Technician Assigned Feb 12, 1:30 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 34m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Feb 13, 2:09 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-18T22:00:00.000+0000
📅
▶
2 Dispatch Scheduled Feb 13, 2:19 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Reschedule
To: Scheduled
Duration in Previous: 9m
⏳ 4.0 business days
🔧
▶
2 Status: Tech On Site Feb 19, 2:21 PM
Status: Tech On Site → 3x Travel Added
🚗
3x Travel Added
Type: Travel, Labor
Status: Open
Qty: 24, 1, 0.5
🚨 51.0 business days
📦
▶
2 Parts Requested Apr 30, 8:36 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Tech Off Site
To: Awaiting Parts
Duration in Previous: 69d 17h
⚠️ 5.0 business days
🔩
▶
2 3x Parts Added May 6, 8:46 AM
3x Parts Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 6d 0h
⏳ 4.0 business days
👷
▶
4 Technician Assigned May 11, 3:43 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Reschedule
To: Assigned
Duration in Previous: 5d 6h
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 4m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-05-12T15:00:00.000+0000
🔧
Status: Tech On Site by Andrew Przybyla May 12, 11:01 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 19h 13m
⏱️
2x Labor Added May 12, 11:43 AM
Type: Labor, Travel
Status: Open
Qty: 2, 78
⏱️
3x Labor Added May 12, 1:07 PM
Type: Labor, Travel
Status: Open
Qty: 1, 0.5, 10
🚗
Status: Tech Off Site by Andrew Przybyla May 12, 7:00 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 7h 59m
⚠️ 7.6 business days
📦
▶
2 Parts Requested May 21, 11:18 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Craig Dempsey
From: Tech Off Site
To: Awaiting Parts
Duration in Previous: 8d 16h
⏳ 4.0 business days
🔄
Status: Reschedule by Amy Greene May 27, 12:44 PM
From: Awaiting Parts
To: Reschedule
Duration in Previous: 6d 1h
⏳ 4.0 business days
👷
▶
2 Technician Assigned Jun 1, 12:05 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Reschedule
To: Assigned
Duration in Previous: 4d 23h

Bottlenecks

Awaiting Parts
Duration: 3.9 business days (threshold: 3.0 business days)
Exceeded by 7.5 business hours
Assigned
Duration: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Scheduled
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days
Tech Off Site
Duration: 50.6 business days (threshold: 2.0 business days)
Exceeded by 48.6 business days
Awaiting Parts
Duration: 5.0 business days (threshold: 3.0 business days)
Exceeded by 2.0 business days
Reschedule
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Tech Off Site
Duration: 7.1 business days (threshold: 2.0 business days)
Exceeded by 5.1 business days
Awaiting Parts
Duration: 4.0 business days (threshold: 3.0 business days)
Exceeded by 1.0 business days
Reschedule
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days

🔗 Related Artifacts

📞
Case 00548555
Closed
📦
Parts Order 00089278
Canceled
📦
Parts Order 00095438
Shipped
📦
Parts Order 00096586
Canceled

ℹ️ Work Order Details

Status
Assigned
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Tyler Bollman
Scheduled
N/A
Created
Jan 29, 11:27 AM
Invoice #
N/A

Work Details (14)

Name Type Status Qty Amount Date
WL-03089508 Parts Open 2 $1,639.26 Feb 3, 1:36 PM
WL-03089509 Parts Open 1 $270.00 Feb 3, 1:36 PM
WL-03089510 Expenses Open 1 $0.00 Feb 3, 1:36 PM
WL-03112166 Travel Open 24 - Feb 19, 2:25 PM
WL-03112167 Labor Open 1 $153.00 Feb 19, 2:25 PM
WL-03112168 Labor Open 0.5 $76.50 Feb 19, 2:25 PM
WL-03216107 Parts Open 1 $270.00 May 6, 8:46 AM
WL-03216108 Parts Open 1 $1,814.29 May 6, 8:46 AM
WL-03216109 Expenses Open 1 $670.76 May 6, 8:46 AM
WL-03223035 Labor Open 2 $306.00 May 12, 11:43 AM
WL-03223036 Travel Open 78 - May 12, 11:43 AM
WL-03223134 Labor Open 1 $153.00 May 12, 1:07 PM
WL-03223135 Labor Open 0.5 $76.50 May 12, 1:07 PM
WL-03223136 Travel Open 10 - May 12, 1:07 PM

Details