Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350159 ↗ ServiceMax

CenterWell (Humana) • Virtual Tech - Drop Shipment • PC

📍 Centerwell - Indy West — 5115 W. Washington St, Indianapolis IN, 46241

Feb 6, 2026 → Apr 29, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 13, 2026
✗ SLA Missed
Active: 0 biz days
Paused: 57 biz days
🕐 Clock stopped: Completed (Apr 29, 2026)
▶ Clock Running
Status: Created
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸57d
⏸ Clock Paused
Status: Awaiting Parts
Feb 6 → Apr 29, 2026
57 business days (not counted)
▶ Clock Running
Status: Reschedule
Apr 29 → Apr 29, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Apr 29 → Apr 29, 2026
0 business days (counted)
Running total: 0 of ? biz days used
Created: Feb 6, 2026 Completed: Apr 29, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Feb 6 → Feb 6 Created ▶ Running 0 0
Feb 6 → Apr 29 Awaiting Parts ⏸ Paused 57 —
Apr 29 → Apr 29 Reschedule ▶ Running 0 0
Apr 29 → Apr 29 Assigned ▶ Running 0 0
Dispatch 0.0d
Material Management 58.0d
Coordinators 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
58.0 days
Over SLA
Coordinators
0.0 days
Created: Feb 6, 2026 Due: Mar 13, 2026 Completed: Apr 29, 2026 (46 days late)
📅
58.0 days Total Age
⏱️
58.0d in Awaiting Parts Longest Stage
🔄
4 transitions Status Changes
⚠️
57.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565650
VT repair
Closed
Acculold refrigerator key broke
Priority
High
Origin
Email
Reason
New Case
Contact
LaTrice Rembert
Owner
Virtual Tech
Created
Feb 5, 2026
Work Orders from this Case (1)
WO-01350159 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Feb 6, 2026 • Closed: Apr 29, 2026
Completed with significant delays
Invoiced • 188 days old
🚨
Primary Delay 58.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 57.0 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
Awaiting Parts
58.0d / 3.0d SLA
Reschedule
0.0d / 2.0d SLA
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

04/10/2026 SRobinson- Customer has received the key.

🔧 Work Performed
researched parts needed, ordered and shipped to site
🔍 Technician Findings
researched parts needed, ordered and shipped to site
⚠️ Problem Description
Acculold refrigerator key broke https://www.ebiotrack.com/workorder.php?wo=71465

Timeline

📞
Case Linked Feb 5, 10:34 AM
Case Number: 00565650
Subject: VT repair
Status: Closed
📋
▶
3 Work Order Created Feb 6, 8:34 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089860
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 58.0 business days
🔩
▶
2 2x Parts Added Apr 29, 12:13 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 82d 2h
⏱️
▶
3 Labor Added Apr 29, 12:22 PM
Labor Added → Status: Assigned → Technician Assigned
👷
Status: Assigned by Wendy Argueta
From: Reschedule, Assigned, Completed
To: Assigned, Completed, Closed
Duration in Previous: 9m, 0m
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill May 1, 1:26 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-260798

Bottlenecks

Awaiting Parts
Duration: 58.0 business days (threshold: 3.0 business days)
Exceeded by 55.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00565650
Closed
📦
Parts Order 00089860
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 6, 8:34 AM
Invoice #
SM-260798

Work Details (3)

Name Type Status Qty Amount Date
WL-03205307 Parts Open 1 $43.35 Apr 29, 12:13 PM
WL-03205308 Expenses Open 1 $10.51 Apr 29, 12:13 PM
WL-03205320 Labor Open 0.033333333333333 $29.75 Apr 29, 12:22 PM

Details