Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349703 ↗ ServiceMax

CVS • Repair • P4

📍 CVS - CVS-07421 — 810 West Pioneer Parkway, Grand Prairie TX, 75051

Feb 4, 2026 → Feb 16, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 10, 2026
✗ SLA Missed
Active: 4 biz days
Paused: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 16, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Feb 4 → Feb 9, 2026
3 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 9 → Feb 11, 2026
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 11 → Feb 13, 2026
2 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
0d
▶ Clock Running
Status: Scheduled
Feb 13 → Feb 16, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Feb 4, 2026 Completed: Feb 16, 2026
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Feb 4 → Feb 4 Created ▶ Running 0 0 / 4
Feb 4 → Feb 4 L2 Screening ▶ Running 0 0 / 4
Feb 4 → Feb 9 Awaiting Parts ⏸ Paused 3 —
Feb 9 → Feb 9 Ready for Scheduling ▶ Running 0 0 / 4
Feb 9 → Feb 9 Assigned ▶ Running 0 0 / 4
Feb 9 → Feb 11 Scheduled ▶ Running 2 2 / 4
Feb 11 → Feb 11 Entered ▶ Running 0 2 / 4
Feb 11 → Feb 11 Assigned ▶ Running 0 2 / 4
Feb 11 → Feb 13 Scheduled ▶ Running 2 4 / 4
Feb 13 → Feb 13 Entered ▶ Running 0 4 / 4
Feb 13 → Feb 13 Assigned ▶ Running 0 4 / 4
Feb 13 → Feb 16 Scheduled ▶ Running 0 4 / 4
Feb 16 → Feb 16 Tech On Site ▶ Running 0 4 / 4
Dispatch 0.2d
Material Management 3.1d
Coordinators 6.6d
Billing 3.0d
✗ SLA Missed
Dispatch
0.2 days
Material Management
3.1 days
Over SLA
Coordinators
6.6 days
Over SLA
Billing
3.0 days
Over SLA
Created: Feb 4, 2026 Due: Feb 10, 2026 Completed: Feb 16, 2026 (5 days late)
📅
7.3 days Total Age
⏱️
6.3d in Closed Longest Stage
🔄
11 transitions Status Changes
⚠️
9.4d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Generating AI analysis...
Completed with minor delays
Invoiced • 190 days old
🚨
Primary Delay 6.3 days stuck in "Closed"
⏱️
Total Delay 9.4 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
L2 Screening
0.2d / 1.0d SLA
Awaiting Parts
3.1d / 3.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Scheduled
6.5d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
6.3d / 1.0d SLA
Ready to Bill
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/10 KKelch rescheduled to tech's next available date due to urgent Mopec repair

🔧 Work Performed
On the unit, I removed the power cord and installed the new power cord kit. I then installed the new raceway plate and put the new SN sticker on the plate. I removed the non working "L" assembly and installed a new "L" assembly. I function tested the unit and all passed. I returned the unit to service.
🔍 Technician Findings
On the Unit, I arrived and found that the unit was not working. I also found that the SN and raceway plate was missing.
⚠️ Problem Description
Tech will be shipped replacement L assembly, and power cord kit to replace on unit. There is a mandatory 4 business days in which to complete this work. If you have questions or require technical support during the service, call 931-284-4999 and follow the prompts to reach the EMSAR Level II Support team for assistance (Support Hours are Monday-Friday from 8:00 AM EST until 8:00 PM EST). Provide the team member with the Work Order number, location, and problem description. **ALL NON-EMSAR TECHNICIANS: You must check in from the location as soon as you arrive onsite and before you begin working on the kiosk. Call 931-284-4999 and follow the prompts. If there are any questions about the service expectations, use this opportunity to ask the Level II Support team.**
📄 Description
90550,BP MONITOR,AD DISP,NO LIGHT

Timeline

📋
▶
2 Work Order Created Feb 4, 4:14 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 2m
📦
▶
2 Parts Requested Feb 4, 6:02 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1h 46m
⏳ 3.7 business days
📅
Status: Ready for Scheduling by Robert Cox Feb 9, 10:12 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 4d 16h
👷
▶
3 Technician Assigned Feb 9, 10:42 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 30m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-12T15:00:00.000+0000
📦
▶
2 Parts Requested Feb 9, 11:12 AM
Parts Requested → 5x Parts Added
🔩
5x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 9, 2:25 PM
Scheduled For: 2026-02-12T22:30:00.000+0000, 2026-02-12T20:30:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 10, 9:08 AM
Scheduled For: 2026-02-12T23:00:00.000+0000, 2026-02-12T21:00:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 10, 11:19 AM
Scheduled For: 2026-02-12T23:00:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 10, 2:47 PM
Scheduled For: 2026-02-26T23:00:00.000+0000
🆕
▶
3 Status: Entered Feb 11, 9:20 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Zachary Stieben
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-17T20:00:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 11, 2:59 PM
Scheduled For: 2026-02-18T19:30:00.000+0000, 2026-02-17T21:00:00.000+0000
⏳ 3.0 business days
🆕
▶
3 Status: Entered Feb 13, 2:37 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Christopher Womack
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-16T20:30:00.000+0000
⏳ 1.0 business days
🔧
Status: Tech On Site by Christopher Womack Feb 16, 3:03 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 0h
⏱️
▶
2 5x Labor Added Feb 16, 6:57 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Christopher Womack
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3h 54m, 0m
⚠️ 6.0 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 24, 9:28 PM
From: Closed
To: Ready to Bill
Duration in Previous: 8d 2h
⏳ 3.3 business days
📨
▶
3 Status: Invoice Pending Feb 27, 11:00 AM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-255183
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Awaiting Parts
Duration: 3.1 business days (threshold: 3.0 business days)
Exceeded by 1.0 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 6.3 business days (threshold: 1.0 business days)
Exceeded by 5.3 business days
Ready to Bill
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📦
Parts Order 00089737
Closed
📦
Parts Order 00089944
Shipped

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
ERLA - PROD
Technician
Christopher Womack
Scheduled
Feb 16, 3:30 PM
Created
Feb 4, 4:14 PM
Invoice #
SM-255183

Work Details (10)

Name Type Status Qty Amount Date
WL-03097538 Parts Open 1 $0.00 Feb 9, 11:12 AM
WL-03097539 Parts Open 1 $0.00 Feb 9, 11:12 AM
WL-03097540 Parts Open 1 $0.00 Feb 9, 11:12 AM
WL-03097541 Parts Open 1 $0.00 Feb 9, 11:12 AM
WL-03097542 Expenses Open 1 $0.00 Feb 9, 11:12 AM
WL-03107810 Labor Open 0.5 $0.00 Feb 16, 6:57 PM
WL-03107811 Labor Open 1 $0.00 Feb 16, 6:57 PM
WL-03107812 Labor Open 2 $0.00 Feb 16, 6:57 PM
WL-03107813 Travel Open 25 $0.00 Feb 16, 6:57 PM
WL-03107814 Travel Open 50 $0.00 Feb 16, 6:57 PM

Details