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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01341035 ↗ ServiceMax

Sono Bello • Virtual Tech - Drop Shipment • PSM

📍 NC-Charlotte — 6701 Carmel Rd, Suite 202, Charlotte NC, 28226

Jan 30, 2026 → Mar 3, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (14 biz days late)
Active: 15 biz days
Paused: 6 biz days
🕐 Clock stopped: Invoiced (Mar 3, 2026)
▶ Clock Running
Status: Created
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸6d
⏸ Clock Paused
Status: Awaiting Parts
Jan 30 → Feb 9, 2026
6 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Entered
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of ? biz days used
15d
▶ Clock Running
Status: Assigned
Feb 9 → Mar 3, 2026
15 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Completed
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 15 of ? biz days used
Created: Jan 30, 2026 Invoiced: Mar 3, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Jan 30 → Jan 30 Created ▶ Running 0 0
Jan 30 → Feb 9 Awaiting Parts ⏸ Paused 6 —
Feb 9 → Feb 9 Reschedule ▶ Running 0 0
Feb 9 → Feb 9 Entered ▶ Running 0 0
Feb 9 → Mar 3 Assigned ▶ Running 15 15
Mar 3 → Mar 3 Completed ▶ Running 0 15
Mar 3 → Mar 3 Assigned ▶ Running 0 15
Dispatch 0.9d
Material Management 6.6d
Coordinators 15.3d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.9 days
Over SLA
Material Management
6.6 days
Over SLA
Coordinators
15.3 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Jan 30, 2026 Due: Mar 9, 2026 Completed: Mar 3, 2026 (6 days early)
📅
21.6 days Total Age
⏱️
15.2d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
22.7d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00563896
Follow up to WO-01307879
Closed
Follow up to WO-01307879 Inspection #: 30538 Asset ID: 12955108 Serial #: V2250573 Model: Midmark - 255-005 Notes: Noticeable physical damage on device -Faceplate has several cracks Parts Needed- Emsar to follow up with quote for needed replacement part. Pn: 053-2436-00- Faceplate PN: 002-10248-00 - Ritter Ring with Membrane Switch Kit
Priority
Standard
Origin
Email
Reason
New Case
Contact
Charlotte Practice Manager
Owner
Virtual Tech
Created
Jan 30, 2026
Work Orders from this Case (1)
WO-01341035 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Jan 30, 2026 • Closed: Mar 3, 2026
Completed with significant delays
Invoiced • 198 days old
🚨
Primary Delay 15.2 days stuck in "Assigned"
⏱️
Total Delay 22.7 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.9d / 0.5d SLA
Awaiting Parts
6.6d / 3.0d SLA
Reschedule
0.1d / 2.0d SLA
Assigned
15.3d / 0.5d SLA
Completed
0.0d / 1.0d SLA
Closed
4.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/9 MOwens Per Eric Colon, He completed the work on this SN on WO 1341049 on 2/6. The order type for this WO needs to be changed to a part sale to bill the customer.

2/4/2026jsells

Ship To Name: Sono Bello Charlotte Ship To Address: 6701 Carmel Rd Suite 202 Ship To City/State: Charlotte, NC 28226 Waybill (Tracking #): 1ZE444250370093464 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 03-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT LINE NO: 2.1 QTY: 1 ITEM: 002-10248-00 SERIAL #: DESCRIPTION: KIT, 255 REFLECTOR LIP RING W/ RITTER MEMBRANE LINE NO: 3.1 QTY: 1 ITEM: 053-2436-00 SERIAL #: DESCRIPTION: 255 FACEPLATE
🔧 Work Performed
Parts shipped to site. Parts installed by tech on separate WO
🔍 Technician Findings
parts installed by tech on separate WO
⚠️ Problem Description
Follow up to WO-01307879 Inspection #: 30538 Asset ID: 12955108 Serial #: V2250573 Model: Midmark - 255-005 Notes: Noticeable physical damage on device -Faceplate has several cracks Parts Needed- Emsar to follow up with quote for needed replacement part. Pn: 053-2436-00- Faceplate PN: 002-10248-00 - Ritter Ring with Membrane Switch Kit https://www.ebiotrack.com/workorder.php?wo=71284

Timeline

📞
Case Linked Jan 30, 1:24 PM
Case Number: 00563896
Subject: Follow up to WO-01307879
Status: Closed
📋
▶
3 Work Order Created Jan 30, 2:08 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089393
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⚠️ 7.0 business days
🔩
▶
2 3x Parts Added Feb 9, 8:48 AM
3x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Audrey Tharp
From: Awaiting Parts
To: Reschedule
Duration in Previous: 9d 18h
🆕
Status: Entered by Melissa Owens Feb 9, 9:32 AM
From: Reschedule
To: Entered
Duration in Previous: 43m
👷
▶
2 Technician Assigned Feb 9, 5:05 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Sherry Reich
From: Entered
To: Assigned
Duration in Previous: 7h 33m
🚨 15.9 business days
✔️
▶
4 Status: Completed Mar 3, 11:41 AM
Status: Completed → Labor Added → Technician Assigned → Status: Assigned
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.016666666666667
👷
Technician Assigned by Wendy Argueta
Technician: a0h8Y00000JjEstQAF, Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: Completed
To: Assigned
Duration in Previous: 1m
🏁
Status: Closed by Wendy Argueta Mar 3, 11:49 AM
From: Assigned
To: Closed
Duration in Previous: 6m
⚠️ 5.0 business days
📄
▶
3 Status: Ready to Bill Mar 9, 9:13 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created
Invoice Number: SM-255931

Bottlenecks

Awaiting Parts
Duration: 6.6 business days (threshold: 3.0 business days)
Exceeded by 3.6 business days
Entered
Duration: 7.6 business hours (threshold: 4.0 business hours)
Exceeded by 3.6 business hours
Assigned
Duration: 15.2 business days (threshold: 4.0 business hours)
Exceeded by 14.7 business days
Closed
Duration: 4.9 business days (threshold: 1.0 business days)
Exceeded by 3.9 business days

🔗 Related Artifacts

📞
Case 00563896
Closed
📦
Parts Order 00089393
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Jan 30, 2:08 PM
Invoice #
SM-255931

Work Details (4)

Name Type Status Qty Amount Date
WL-03097396 Parts Open 1 $128.79 Feb 9, 8:48 AM
WL-03097397 Parts Open 1 $465.75 Feb 9, 8:48 AM
WL-03097398 Expenses Open 1 $19.89 Feb 9, 8:48 AM
WL-03127693 Labor Open 0.016666666666667 $29.75 Mar 3, 11:43 AM

Details