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WO-01349430 ↗ ServiceMax

MOPEC • Repair • P7

📍 Propath Services — 1355 Riverbend Rd, Dallas TX, 75247

Feb 3, 2026 → Feb 19, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Feb 12, 2026
✗ SLA Missed (4 biz days late)
Active: 11 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Feb 19, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
6d
▶ Clock Running
Status: Scheduled
Feb 3 → Feb 11, 2026
6 business days (counted)
Running total: 6 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 6 of 7 biz days used
▶ Clock Running
Status: Tech Off Site
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 6 of 7 biz days used
▶ Clock Running
Status: Entered
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 6 of 7 biz days used
▶ Clock Running
Status: Assigned
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 6 of 7 biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 11 → Feb 19, 2026
5 business days (counted)
Running total: 11 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 11 of 7 biz days used
Created: Feb 3, 2026 Completed: Feb 19, 2026
Business Days Used 11 / 7
0 7d budget +4d over
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Feb 3 → Feb 3 Created ▶ Running 0 0 / 7
Feb 3 → Feb 3 Ready for Scheduling ▶ Running 0 0 / 7
Feb 3 → Feb 3 Assigned ▶ Running 0 0 / 7
Feb 3 → Feb 11 Scheduled ▶ Running 6 6 / 7
Feb 11 → Feb 11 Tech On Site ▶ Running 0 6 / 7
Feb 11 → Feb 11 Tech Off Site ▶ Running 0 6 / 7
Feb 11 → Feb 11 Entered ▶ Running 0 6 / 7
Feb 11 → Feb 11 Assigned ▶ Running 0 6 / 7
Feb 11 → Feb 19 Scheduled ▶ Running 5 11 / 7
Feb 19 → Feb 19 Tech On Site ▶ Running 0 11 / 7
Dispatch 0.0d
Coordinators 12.4d
Field Work 1.2d
Billing 11.9d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
12.4 days
Over SLA
Field Work
1.2 days
Billing
11.9 days
Over SLA
Created: Feb 3, 2026 Due: Feb 12, 2026 Completed: Feb 19, 2026 (6 days late)
📅
11.5 days Total Age
⏱️
7.7d in Billing Review Longest Stage
🔄
15 transitions Status Changes
⚠️
19.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
14 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Zachary Stieben — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 11, 2026
Visit 2 Feb 19, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00564502
MOPEC (needs quote)
Closed
Q-00032307 Site POC: Marcus Liscombe Make/Model: GL105 No SN provided Replace lift system in Mortech GL system Full lift system replacement ASAP, Parts are on site One unit
Priority
High
Origin
Email
Reason
New Case
Contact
Nick Milanovic
Owner
Jessica Sells
Created
Feb 2, 2026
Work Orders from this Case (1)
WO-01349430 (current) Invoiced
Repair • Zachary Stieben
Created: Feb 3, 2026 • Closed: Feb 19, 2026
Completed with significant delays
Invoiced • 191 days old
🚨
Primary Delay 7.7 days stuck in "Billing Review"
⏱️
Total Delay 19.3 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
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
12.2d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Tech Off Site
0.1d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.2d / 1.0d SLA
Billing Review
7.7d / 2.0d SLA
Ready to Bill
4.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

**Billing actuals per chatter**

2/24/26 DPatton - TBA exceeded quote due to additional tech needed on return trip. OK to bill actuals? Mopec PO is for $816 but invoice is $1893 ($1100 over quote amount).

2/11 KKelch called Marcus back to schedule for 2/19 between 9 and 11 am. Customer confrimed. 

2/11 KKelch called Marcus back to reschedule for 2/16 between 9 and 11 am. Left Vm. 

2/11 KKelch called Marcus to reschedule for 2/16 between 9 and 11 am. Left VM.

2/3 KKelch Marcus called me back to schedule for 2/11 between 9 and 11 am. Customer confirmed. Please call Marcus at 469-260-4404

2/3 KKelch called Marcus to schedule for 2/6 between 3 and 4 pm. Left VM. 

🔧 Work Performed
2/11/26 ZS. Requesting a second tech and scheduling time accordingly due to confined surroundings. 2/19/2026 Installed new actuator assembly. Unit function tested and passed. Unit returned to service.
🔍 Technician Findings
2/11/26 Zachary Stieben arrived on site. Located GL105 unit to be repaired. Requesting a second tech and scheduling time accordingly due to confined surroundings. 2/19/2026 Zachary Stieben and Christopher Womack arrived on site to complete repair. Found table with no lift function.
⚠️ Problem Description
Q-00032307 Site POC: Marcus Liscombe Make/Model: GL105 No SN provided Replace lift system in Mortech GL system Full lift system replacement ASAP, Parts are on site One unit

Timeline

📞
Case Linked Feb 2, 3:04 PM
Case Number: 00564502
Subject: MOPEC (needs quote)
Status: Closed
⏳ 2.0 business days
📋
▶
3 Work Order Created Feb 3, 3:21 PM
Work Order Created → Expenses Added → Status: Ready for Scheduling
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
4 Status: Assigned Feb 3, 3:51 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Zachary Stieben
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-11T15:00:00.000+0000
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 2m
⚠️ 7.0 business days
🔧
Status: Tech On Site by Zachary Stieben Feb 11, 9:21 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 17h
🚗
Status: Tech Off Site by Zachary Stieben Feb 11, 10:22 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 1m
🆕
Status: Entered by Kaitlyn Kelch Feb 11, 11:28 AM
From: Tech Off Site
To: Entered
Duration in Previous: 1h 6m
👷
▶
4 Technician Assigned Feb 11, 11:45 AM
Technician Assigned → Status: Assigned → Travel Added → 2x Labor Added
👷
Status: Assigned by Kaitlyn Kelch
From: Entered
To: Assigned
Duration in Previous: 16m
🚗
Travel Added
Type: Travel
Status: Open
Qty: 36
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 1.3333333333333
🗓️
▶
2 Status: Scheduled Feb 11, 12:17 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-19T15:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Christopher Womack Feb 19, 10:28 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 22h
⏱️
▶
2 5x Labor Added Feb 19, 5:22 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Zachary Stieben
From: Tech On Site
To: Completed
Duration in Previous: 6h 54m
🚗
▶
3 2x Travel Added Feb 19, 5:37 PM
2x Travel Added → 3x Labor Added → Status: Closed
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 5.5, 1, 1.25
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 18m
⏳ 3.8 business days
💵
Status: Billing Review by Diane Patton Feb 24, 1:38 PM
From: Closed
To: Billing Review
Duration in Previous: 4d 19h
⚠️ 8.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 5, 5:10 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 9d 3h
⏳ 4.9 business days
📨
▶
3 Status: Invoice Pending Mar 11, 2:34 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-256216

Bottlenecks

Scheduled
Duration: 6.4 business days (threshold: 2.0 business days)
Exceeded by 4.4 business days
Scheduled
Duration: 5.8 business days (threshold: 2.0 business days)
Exceeded by 3.8 business days
Closed
Duration: 3.2 business days (threshold: 1.0 business days)
Exceeded by 2.2 business days
Billing Review
Duration: 7.7 business days (threshold: 2.0 business days)
Exceeded by 5.7 business days
Ready to Bill
Duration: 4.2 business days (threshold: 1.0 business days)
Exceeded by 3.2 business days

🔗 Related Artifacts

📞
Case 00564502
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
Corporate
Technician
Zachary Stieben
Scheduled
Feb 19, 10:00 AM
Created
Feb 3, 3:21 PM
Invoice #
SM-256216

Work Details (14)

Name Type Status Qty Amount Date
WL-03089687 Expenses Open 1 $0.00 Feb 3, 3:21 PM
WL-03100903 Travel Open 36 $155.00 Feb 11, 11:46 AM
WL-03100907 Labor Open 1.3333333333333 $0.00 Feb 11, 11:48 AM
WL-03100908 Labor Open 1 $119.00 Feb 11, 11:48 AM
WL-03112608 Labor Open 1.5 $0.00 Feb 19, 5:22 PM
WL-03112609 Labor Open 5.5 $654.50 Feb 19, 5:22 PM
WL-03112610 Labor Open 1.5 $0.00 Feb 19, 5:22 PM
WL-03112611 Travel Open 43 $155.00 Feb 19, 5:22 PM
WL-03112612 Travel Open 43 $0.00 Feb 19, 5:22 PM
WL-03112634 Travel Open 34 $0.00 Feb 19, 5:37 PM
WL-03112633 Travel Open 34 $155.00 Feb 19, 5:37 PM
WL-03112660 Labor Open 5.5 $654.50 Feb 19, 5:39 PM
WL-03112661 Labor Open 1 $0.00 Feb 19, 5:39 PM
WL-03112659 Labor Open 1.25 $0.00 Feb 19, 5:39 PM

Details