Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350144 ↗ ServiceMax

Advanced Dermatology and Cosmetic Surgery (ADCS) • Virtual Tech - Field Repair • P3

📍 ADCS - 331 - Hultsch and West — 3726 S Timberline Rd, Suite 101, Fort Collins CO, 80525

Feb 6, 2026 → Mar 22, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 11, 2026
✗ SLA Missed (15 biz days late)
Active: 18 biz days
Paused: 8 biz days
Budget: 3 biz days
🕐 Clock stopped: Tech Off Site (Mar 17, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Assigned
Feb 6 → Feb 9, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Entered
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
5d
▶ Clock Running
Status: On Hold
Feb 9 → Feb 17, 2026
5 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 17 → Feb 18, 2026
1 business day (counted)
Running total: 7 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 18 → Feb 19, 2026
1 business day (counted)
Running total: 8 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 19 → Feb 20, 2026
1 business day (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Completed
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Incomplete
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 9 of 3 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Feb 20 → Feb 25, 2026
3 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 25 → Feb 26, 2026
1 business day (counted)
Running total: 10 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 26 → Mar 3, 2026
3 business days (counted)
Running total: 13 of 3 biz days used
▶ Clock Running
Status: Completed
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 13 of 3 biz days used
▶ Clock Running
Status: Incomplete
Mar 3 → Mar 4, 2026
1 business day (counted)
Running total: 14 of 3 biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Mar 4 → Mar 11, 2026
5 business days (not counted)
▶ Clock Running
Status: Assigned
Mar 11 → Mar 13, 2026
2 business days (counted)
Running total: 16 of 3 biz days used
▶ Clock Running
Status: Scheduled
Mar 13 → Mar 16, 2026
1 business day (counted)
Running total: 17 of 3 biz days used
▶ Clock Running
Status: Entered
Mar 16 → Mar 16, 2026
0 business days (counted)
Running total: 17 of 3 biz days used
▶ Clock Running
Status: Assigned
Mar 16 → Mar 16, 2026
0 business days (counted)
Running total: 17 of 3 biz days used
▶ Clock Running
Status: Scheduled
Mar 16 → Mar 17, 2026
1 business day (counted)
Running total: 18 of 3 biz days used
Created: Feb 6, 2026 Tech Off Site: Mar 17, 2026
Business Days Used 18 / 3
0 3d budget +15d over
Show SLA Clock Detail (22 periods)
Period Status Clock Biz Days Running Total
Feb 6 → Feb 6 Created ▶ Running 0 0 / 3
Feb 6 → Feb 6 Ready for Scheduling ▶ Running 0 0 / 3
Feb 6 → Feb 9 Assigned ▶ Running 1 1 / 3
Feb 9 → Feb 9 Entered ▶ Running 0 1 / 3
Feb 9 → Feb 17 On Hold ▶ Running 5 6 / 3
Feb 17 → Feb 17 Ready for Scheduling ▶ Running 0 6 / 3
Feb 17 → Feb 18 Assigned ▶ Running 1 7 / 3
Feb 18 → Feb 19 Scheduled ▶ Running 1 8 / 3
Feb 19 → Feb 20 Tech On Site ▶ Running 1 9 / 3
Feb 20 → Feb 20 Completed ▶ Running 0 9 / 3
Feb 20 → Feb 20 Incomplete ▶ Running 0 9 / 3
Feb 20 → Feb 25 Awaiting Parts ⏸ Paused 3 —
Feb 25 → Feb 26 Reschedule ▶ Running 1 10 / 3
Feb 26 → Mar 3 Scheduled ▶ Running 3 13 / 3
Mar 3 → Mar 3 Completed ▶ Running 0 13 / 3
Mar 3 → Mar 4 Incomplete ▶ Running 1 14 / 3
Mar 4 → Mar 11 Awaiting Parts ⏸ Paused 5 —
Mar 11 → Mar 13 Assigned ▶ Running 2 16 / 3
Mar 13 → Mar 16 Scheduled ▶ Running 1 17 / 3
Mar 16 → Mar 16 Entered ▶ Running 0 17 / 3
Mar 16 → Mar 16 Assigned ▶ Running 0 17 / 3
Mar 16 → Mar 17 Scheduled ▶ Running 1 18 / 3
Dispatch 0.0d
Material Management 10.0d
Holding 5.4d (excluded)
Coordinators 17.3d
Field Work 4.2d
Incomplete 2.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
10.0 days
Over SLA
Holding (excluded from total)
5.4 days
Coordinators
17.3 days
Over SLA
Field Work
4.2 days
Over SLA
Incomplete (excluded from total)
2.0 days
Billing
0.0 days
Created: Feb 6, 2026 Due: Mar 3, 2026 Completed: Mar 23, 2026 (19 days late)
📅
30.4 days Total Age
⏱️
6.0d in Awaiting Parts Longest Stage
🔄
24 transitions Status Changes
⚠️
14.4d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
16 lines Work Details
🚩
3 visits On-Site Trips
📋
Coordinator Scheduling
🚩
3 On-Site Visits (1 reschedule)
3 on-site visits — why were multiple trips needed?
Visit 1 Feb 19, 2026
Visit 2 Mar 3, 2026
Visit 3 Mar 17, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565750
HCP L2 Review
Closed
Exam chair not able to move up or down and will beep. Midmark model number is 230-001 Asset Tag ID: 6343345 SN V1568981
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kelsey Daniels
Owner
Virtual Tech
Created
Feb 5, 2026
Work Orders from this Case (1)
WO-01350144 (current) Invoiced
Virtual Tech - Field Repair • Brandon Rodriguez
Created: Feb 6, 2026 • Closed: Mar 22, 2026
Completed with significant delays
Invoiced • 189 days old
🚨
Primary Delay 6.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 14.4 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
Ready for Scheduling
0.2d / 1.0d SLA
Assigned
6.4d / 0.5d SLA
On Hold
5.4d
Scheduled
9.5d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Incomplete
2.0d
Awaiting Parts
10.0d / 3.0d SLA
Reschedule
1.2d / 2.0d SLA
Tech Off Site
0.6d / 2.0d SLA
Completed
3.4d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
Billing Review
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/13 KKelch called Heather to schedule for 3/16 between 3 and 4 pm. Customer confirmed. 

3/13 KKelch called Heather to schedule for 3/16 between 9 and 11 am. ADvised to call back in 30 minutes.

3/6/2026jsells

Ship To Name: ADCS - 331 - Hultsch and West Ship To Address: 3726 S Timberline Rd Suite 101 Ship To City/State: Fort Collins, CO 80525 Waybill (Tracking #): 1ZE444250372549503 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 05-MAR-2026 LINE NO: 1.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT LINE NO: 2.1 QTY: 1 ITEM: 002-0911-04 SERIAL #: DESCRIPTION: HAND CONTROL ASSY KIT, 4F, RITTER


2/27/26 RBerry- Updated due date based on parts. Removed delay code.


2/26 KKelch called Heather to schedule for 3/3 between 12 and 2 pm. Customer confirmed. 

2/23/2026jsells

Ship To Name: ADCS - 331 - Hultsch and West Ship To Address: 3726 S Timberline Rd Suite 101 Ship To City/State: Fort Collins, CO 80525 Waybill (Tracking #): 1ZE444250371218247 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 23-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-0911-04 SERIAL #: DESCRIPTION: HAND CONTROL ASSY KIT, 4F, RITTER LINE NO: 2.1 QTY: 1 ITEM: 002-10482-00 SERIAL #: DESCRIPTION: Kit, Non-Programmable Wired Hand Control LINE NO: 3.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT


2/18 KKelch called Heather back to schedule for 2/19 between 4 and 5 pm. Customer confirmed. 

2/17 KKelch called Heather to schedule for 2/19 between 3 and 4 pm. Left info. 

2/17 SBerry: POC and due date updated. WO moved to RFS

2/9 KKelch- email failed to send, called Kelsey to schedule for 2/12 between 12 and 2 pm. Unable to leave VM. Placed on hold due to travel requirements to cover WO

2/9 KKelch sent Kelsey an email for scheduling

2/9 KKelch called Kelsey to schedule for 2/12 between 2 and 4 pm. Left VM. 

2/6 KKelch called Kelsey to schedule for 2/12 between 2 and 3 pm. Left VM.

🔧 Work Performed
Tech was also told that another chair was doing the same thing. Tech started by making sure that the chair was plugged in, which it was. Tech checked the foot pedal and hand control to make sure they were plugged in, they were plugged in but not making a good connection. The lock was not on tight. After the foot and hand control were locked, the chairs functions all worked. Tech did notice some hesitation on the 230-001 chair. Tech opened up the hand control to check to make sure the ribbon cable. Tech noticed that the ribbon cable had a burn mark on it. Tech showed the POC, and told her that the hand control needs to be replaced due to the burn mark. Tech then checked the other chair, 630-008. The hand control was not locked and after tech locked the hand control, the chair worked fine. But tech noticed that the wires were exposed by the hand control. Tech showed the POC, and she said to order a new one also. POC approved a second trip and the parts. Update 3/3/2026 - Tech arrived on site and was handed the parts that were sent to customer. Tech found that one of the hand controls was wrong. No travel charge for this trip due to incorrect parts. Tech showed the POC, and tech told her that this will be fixed and replaced. 03/17/26 BR: Replaced hand control and demonstrated that seat moves without issue
🔍 Technician Findings
Tech arrived on site and was told that the exam chair not able to move up or down and will beep.
⚠️ Problem Description
Exam chair not able to move up or down and will beep. Midmark model number is 230-001 Asset Tag ID: 6343345 SN V1568981 https://www.ebiotrack.com/workorder.php?wo=71461

Timeline

📞
Case Linked Feb 5, 12:38 PM
Case Number: 00565750
Subject: HCP L2 Review
Status: Closed
📋
▶
2 Work Order Created Feb 6, 7:23 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Technician Assigned Feb 6, 8:51 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 27m
⏳ 2.0 business days
🆕
Status: Entered by Kaitlyn Kelch Feb 9, 3:42 PM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 3d 6h, 0m
⚠️ 6.0 business days
📅
Status: Ready for Scheduling by Scott Berry Feb 17, 3:24 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 7d 23h
👷
▶
2 Technician Assigned Feb 17, 3:30 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 5m
📅
▶
2 Dispatch Scheduled Feb 18, 11:35 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 20h 5m
⏳ 2.0 business days
🔧
Status: Tech On Site by Andrew Przybyla Feb 19, 6:30 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 6h
⏱️
3x Labor Added Feb 19, 7:14 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 0.5, 2
✔️
Status: Completed by Andrew Przybyla Feb 19, 7:20 PM
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 50m
📦
▶
2 Parts Requested Feb 20, 8:15 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 12h 55m
⏳ 4.0 business days
🔩
▶
2 3x Parts Added Feb 25, 5:33 PM
3x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 5d 9h
📅
▶
2 Dispatch Scheduled Feb 26, 10:25 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Reschedule
To: Scheduled
Duration in Previous: 16h 51m
⏳ 4.0 business days
⏱️
2x Labor Added Mar 3, 3:24 PM
Type: Labor, Travel
Status: Open
Qty: 2, 121
⏱️
▶
2 3x Labor Added Mar 3, 6:51 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Andrew Przybyla
From: Scheduled, Completed
To: Completed, Incomplete
Duration in Previous: 5d 8h, 0m
📦
▶
2 Parts Requested Mar 4, 9:38 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 14h 44m
⚠️ 6.0 business days
👷
▶
2 Technician Assigned Mar 11, 10:56 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Awaiting Parts
To: Assigned
Duration in Previous: 7d 0h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Mar 13, 3:13 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-16T21:00:00.000+0000
⏳ 2.0 business days
🆕
▶
3 Status: Entered Mar 16, 9:02 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Brandon Rodriguez
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-16T21:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Mar 17, 2:31 PM
Scheduled For: 2026-03-17T21:30:00.000+0000
🚗
Status: Tech Off Site by Brandon Rodriguez Mar 17, 2:50 PM
From: Scheduled
To: Tech Off Site
Duration in Previous: 1d 5h
⏱️
Labor Added Mar 17, 6:11 PM
Type: Labor
Status: Open
Qty: 1.3333333333333
✔️
Status: Completed by Brandon Rodriguez Mar 17, 8:01 PM
From: Tech Off Site
To: Completed
Duration in Previous: 5h 10m
⏳ 3.5 business days
⏱️
▶
2 2x Labor Added Mar 22, 11:09 PM
2x Labor Added → 2x Travel Added
🚗
2x Travel Added
Type: Travel
Status: Open
Qty: 60
🏁
Status: Closed by Brandon Rodriguez Mar 22, 11:23 PM
From: Completed
To: Closed
Duration in Previous: 5d 3h
⏳ 2.0 business days
📄
▶
4 Status: Ready to Bill Mar 24, 9:53 AM
Status: Ready to Bill → Status: Invoice Pending → Status: Billing Review → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💵
Status: Billing Review by Diane Patton
From: Invoice Pending
To: Billing Review
Duration in Previous: 1m
📨
Status: Invoice Pending by Diane Patton
From: Billing Review
To: Invoice Pending
Duration in Previous: 1m
💰
▶
2 Status: Invoiced Mar 24, 9:59 AM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-257320

Bottlenecks

Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.5 business hours
Awaiting Parts
Duration: 4.0 business days (threshold: 3.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Awaiting Parts
Duration: 6.0 business days (threshold: 3.0 business days)
Exceeded by 3.0 business days
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Completed
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00565750
Closed
📦
Parts Order 00090775
Closed
📦
Parts Order 00091502
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Brandon Rodriguez
Scheduled
Mar 17, 5:30 PM
Created
Feb 6, 7:23 AM
Invoice #
SM-257320

Work Details (16)

Name Type Status Qty Amount Date
WL-03112914 Labor Open 1.5 $223.50 Feb 19, 7:14 PM
WL-03112915 Labor Open 0.5 $45.50 Feb 19, 7:14 PM
WL-03112916 Travel Open 2 - Feb 19, 7:14 PM
WL-03119951 Parts Open 1 $751.95 Feb 25, 5:33 PM
WL-03119952 Parts Open 1 $499.50 Feb 25, 5:33 PM
WL-03119953 Expenses Open 1 $32.59 Feb 25, 5:33 PM
WL-03128177 Labor Open 2 $0.00 Mar 3, 3:24 PM
WL-03128178 Travel Open 121 - Mar 3, 3:24 PM
WL-03128747 Labor Open 1 $149.00 Mar 3, 6:51 PM
WL-03128748 Labor Open 0.5 $0.00 Mar 3, 6:51 PM
WL-03128749 Travel Open 3.7 - Mar 3, 6:51 PM
WL-03148004 Labor Open 1.3333333333333 $136.50 Mar 17, 6:11 PM
WL-03154804 Labor Open 1.5 $223.50 Mar 22, 11:09 PM
WL-03154805 Labor Open 1.5 $0.00 Mar 22, 11:09 PM
WL-03154807 Travel Open 60 - Mar 22, 11:12 PM
WL-03154808 Travel Open 60 - Mar 22, 11:12 PM

Details