Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349384 ↗ ServiceMax

CenterWell (Humana) • Virtual Tech • PC

📍 Centerwell - Lake Charles — 4050 Ryan St., Lake Charles LA, 70605

Feb 3, 2026 → Mar 10, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 14, 2026
✓ SLA Met (3 biz days early)
Active: 24 biz days
🕐 Clock stopped: Completed (Mar 10, 2026)
▶ Clock Running
Status: Created
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of ? biz days used
24d
▶ Clock Running
Status: On Hold
Feb 3 → Mar 10, 2026
24 business days (counted)
Running total: 24 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 24 of ? biz days used
Created: Feb 3, 2026 Completed: Mar 10, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Feb 3 → Feb 3 Created ▶ Running 0 0
Feb 3 → Mar 10 On Hold ▶ Running 24 24
Mar 10 → Mar 10 Assigned ▶ Running 0 24
Dispatch 0.0d
Holding 24.7d (excluded)
Field Work 0.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Holding (excluded from total)
24.7 days
Field Work
0.0 days
Billing
0.0 days
Created: Feb 3, 2026 Due: Mar 14, 2026 Completed: Mar 10, 2026 (4 days early)
📅
24.7 days Total Age
⏱️
24.7d in On Hold Longest Stage
🔄
5 transitions Status Changes
⚠️
3.0d 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 #00564837
L2 review - HCP
Closed
device issue: leads on EKG machine not connected properly software indicates trial software, laptop communication to Midmark failed now using emergency license
Priority
Critical
Origin
Phone
Reason
New Case
Contact
Jennifer Cagle
Owner
Virtual Tech
Created
Feb 3, 2026
Work Orders from this Case (1)
WO-01349384 (current) Invoiced
Virtual Tech • Virtual Tech
Created: Feb 3, 2026 • Closed: Mar 10, 2026
Completed with minor delays
Invoiced • 192 days old
🚨
Primary Delay 24.7 days stuck in "On Hold"
⏱️
Total Delay 3.0 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
24.7d
Completed
0.0d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
2/3 emailed site about the software issue 2/4 sent follow up email
🔍 Technician Findings
no response closing WO
⚠️ Problem Description
device issue: leads on EKG machine not connected properly software indicates trial software, laptop communication to Midmark failed now using emergency license https://www.ebiotrack.com/workorder.php?wo=71350

Timeline

📞
Case Linked Feb 3, 1:17 PM
Case Number: 00564837
Subject: L2 review - HCP
Status: Closed
📋
▶
2 Work Order Created Feb 3, 1:38 PM
Work Order Created → Status: On Hold
⏸️
Status: On Hold by Wendy Argueta
From: Entered
To: On Hold
Duration in Previous: 0m
🚨 25.0 business days
👷
▶
4 Technician Assigned Mar 10, 9:57 AM
Technician Assigned → Status: Assigned → Labor Added → Status: Closed
👷
Status: Assigned by Wendy Argueta
From: On Hold, Assigned
To: Assigned, Completed
Duration in Previous: 34d 19h, 0m
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.016666666666667
🏁
Status: Closed by Wendy Argueta
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 4.0 business days
📄
▶
3 Status: Ready to Bill Mar 13, 1:33 PM
Status: Ready to Bill → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-256499
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00564837
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 3, 1:38 PM
Invoice #
SM-256499

Work Details (1)

Name Type Status Qty Amount Date
WL-03137043 Labor Open 0.016666666666667 $29.75 Mar 10, 9:57 AM

Details