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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349759 ↗ ServiceMax

Centurion of Maryland, LLC - Incarcerated • Virtual Tech - Drop Shipment • PC

📍 Eastern Correctional Institution Hospital - East — 30430 Revells Neck Rd - East, Westover MD, 21890

Feb 5, 2026 → Mar 3, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 3, 2026
✓ SLA Met (23 biz days early)
Active: 4 biz days
Paused: 13 biz days
🕐 Clock stopped: Invoiced (Mar 3, 2026)
▶ Clock Running
Status: Created
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸13d
⏸ Clock Paused
Status: Awaiting Parts
Feb 5 → Feb 25, 2026
13 business days (not counted)
▶ Clock Running
Status: L2 Review
Feb 25 → Feb 26, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Completed
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: WO Correction Needed
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 1 of ? biz days used
3d
▶ Clock Running
Status: L2 Review
Feb 26 → Mar 3, 2026
3 business days (counted)
Running total: 4 of ? biz days used
Created: Feb 5, 2026 Invoiced: Mar 3, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 5 → Feb 5 Created ▶ Running 0 0
Feb 5 → Feb 25 Awaiting Parts ⏸ Paused 13 —
Feb 25 → Feb 26 L2 Review ▶ Running 1 1
Feb 26 → Feb 26 Completed ▶ Running 0 1
Feb 26 → Feb 26 Assigned ▶ Running 0 1
Feb 26 → Feb 26 WO Correction Needed ▶ Running 0 1
Feb 26 → Mar 3 L2 Review ▶ Running 3 4
Dispatch 0.0d
Material Management 14.0d
Coordinators 0.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
14.0 days
Over SLA
Coordinators
0.0 days
Billing
0.0 days
Created: Feb 5, 2026 Due: Apr 3, 2026 Completed: Mar 3, 2026 (31 days early)
📅
18.0 days Total Age
⏱️
14.0d in Awaiting Parts Longest Stage
🔄
7 transitions Status Changes
⚠️
14.6d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00561964
Follow up to WO-01316276
Closed
Follow up to WO-01316276 Inspection #: 31312 Asset ID: 13327608 Serial #: 048937 Model: PRIMESCALES - PS-IN202 Notes: The converter power supply adaptor that plugs into the wall has a broken case. the components are exposed. Noticeable physical damage on device Follow-up required. Reviewed service with customer, quote needed Part needed AC ADAPTER QTY 1
Priority
Standard
Origin
Email
Reason
New Case
Contact
Danielle Ballard
Owner
Jessica Sells
Created
Jan 25, 2026
Work Orders from this Case (1)
WO-01349759 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Feb 5, 2026 • Closed: Mar 3, 2026
Completed with significant delays
Invoiced • 189 days old
🚨
Primary Delay 14.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 14.6 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
14.0d / 3.0d SLA
L2 Review
5.5d
Assigned
0.0d / 0.5d SLA
WO Correction Needed
0.0d
Closed
4.6d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
parts ordered and shipped to site
🔍 Technician Findings
parts ordered and shipped to site
⚠️ Problem Description
Follow up to WO-01316276 Inspection #: 31312 Asset ID: 13327608 Serial #: 048937 Model: PRIMESCALES - PS-IN202 Notes: The converter power supply adaptor that plugs into the wall has a broken case. the components are exposed. Noticeable physical damage on device Follow-up required. Reviewed service with customer, quote needed Part needed AC ADAPTER QTY 1 https://www.ebiotrack.com/workorder.php?wo=71397

Timeline

📞
Case Linked Jan 25, 9:02 PM
Case Number: 00561964
Subject: Follow up to WO-01316276
Status: Closed
⚠️ 9.0 business days
📋
Work Order Created Feb 5, 8:01 AM
Work Order: WO-01349759
Type: Virtual Tech - Drop Shipment
Priority: PC
📦
▶
2 Parts Requested Feb 5, 8:08 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 7m
🚨 14.0 business days
🔩
▶
2 2x Parts Added Feb 25, 3:15 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Melissa Barrett
From: Awaiting Parts
To: L2 Review
Duration in Previous: 20d 7h
✔️
▶
4 Status: Completed Feb 26, 10:22 AM
Status: Completed → Labor Added → Technician Assigned → Status: WO Correction Needed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.1
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
✏️
Status: WO Correction Needed by Wendy Argueta
From: Assigned
To: WO Correction Needed
Duration in Previous: 3m
👀
Status: L2 Review by Wendy Argueta Feb 26, 10:31 AM
From: WO Correction Needed
To: L2 Review
Duration in Previous: 5m
⏳ 4.0 business days
🏁
Status: Closed by Gavin Poole Mar 3, 1:52 PM
From: L2 Review
To: Closed
Duration in Previous: 5d 3h
⚠️ 5.0 business days
📄
▶
2 Status: Ready to Bill Mar 9, 11:47 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-255963

Bottlenecks

Awaiting Parts
Duration: 14.0 business days (threshold: 3.0 business days)
Exceeded by 11.0 business days
Closed
Duration: 4.6 business days (threshold: 1.0 business days)
Exceeded by 3.6 business days

🔗 Related Artifacts

📞
Case 00561964
Closed
📦
Parts Order 00089760
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
N/A
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 5, 8:01 AM
Invoice #
SM-255963

Work Details (3)

Name Type Status Qty Amount Date
WL-03119771 Parts Open 1 $43.62 Feb 25, 3:15 PM
WL-03119772 Expenses Open 1 $20.42 Feb 25, 3:15 PM
WL-03120991 Labor Open 0.1 $29.75 Feb 26, 10:22 AM

Details