Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350162 ↗ ServiceMax

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

📍 ADCS - 321 – Albany — 2303 Dawson Rd, Albany GA, 31707

Feb 6, 2026 → Mar 2, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 11, 2026
✗ SLA Missed (10 biz days late)
Active: 13 biz days
Paused: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Mar 3, 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
4d
▶ Clock Running
Status: Scheduled
Feb 9 → Feb 16, 2026
4 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 16 → Feb 17, 2026
1 business day (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Completed
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Incomplete
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 6 of 3 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Feb 17 → Feb 21, 2026
3 business days (not counted)
2d
▶ Clock Running
Status: Reschedule
Feb 21 → Feb 24, 2026
2 business days (counted)
Running total: 8 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 24 → Feb 25, 2026
1 business day (counted)
Running total: 9 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 25 → Mar 2, 2026
3 business days (counted)
Running total: 12 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Mar 2 → Mar 3, 2026
1 business day (counted)
Running total: 13 of 3 biz days used
Created: Feb 6, 2026 Completed: Mar 3, 2026
Business Days Used 13 / 3
0 3d budget +10d over
Show SLA Clock Detail (12 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 16 Scheduled ▶ Running 4 5 / 3
Feb 16 → Feb 17 Tech On Site ▶ Running 1 6 / 3
Feb 17 → Feb 17 Completed ▶ Running 0 6 / 3
Feb 17 → Feb 17 Incomplete ▶ Running 0 6 / 3
Feb 17 → Feb 21 Awaiting Parts ⏸ Paused 3 —
Feb 21 → Feb 24 Reschedule ▶ Running 2 8 / 3
Feb 24 → Feb 25 Assigned ▶ Running 1 9 / 3
Feb 25 → Mar 2 Scheduled ▶ Running 3 12 / 3
Mar 2 → Mar 3 Tech On Site ▶ Running 1 13 / 3
Dispatch 0.0d
Material Management 4.0d
Coordinators 14.5d
Field Work 0.9d
Incomplete 1.0d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.0 days
Over SLA
Coordinators
14.5 days
Over SLA
Field Work
0.9 days
Incomplete (excluded from total)
1.0 days
Billing
0.0 days
Created: Feb 6, 2026 Due: Feb 25, 2026 Completed: Mar 3, 2026 (5 days late)
📅
16.1 days Total Age
⏱️
4.7d in Scheduled Longest Stage
🔄
14 transitions Status Changes
⚠️
9.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
15 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Dylan Ingraham — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 16, 2026
Visit 2 Mar 2, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00565817
ADCS Work Order: [##23723## : Albany 321- Laser exam table-]
Closed
Please send a technician to location 321 - Albany to assess the exam chair as they are experiencing issues with the power. Please use Deborah as the on-site contact: 229-883-1130 --- Model #: 641-002 / Serial #: V1120630
Priority
Standard
Origin
Email
Reason
New Case
Contact
Deborah Blanford
Owner
Virtual Tech
Created
Feb 5, 2026
Work Orders from this Case (1)
WO-01350162 (current) Invoiced
Virtual Tech - Field Repair • Dylan Ingraham
Created: Feb 6, 2026 • Closed: Mar 2, 2026
Completed with minor delays
Invoiced • 188 days old
🚨
Primary Delay 4.7 days stuck in "Scheduled"
⏱️
Total Delay 9.8 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
0.7d / 1.0d SLA
Assigned
3.6d / 0.5d SLA
Scheduled
8.2d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Incomplete
1.0d
Awaiting Parts
4.0d / 3.0d SLA
Reschedule
2.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/25/26 AJinerson - Called site again to see if we could schedule tech visit. Prompt 4 to speak with site manager. Left VM regarding scheduling service for Monday, 3/2 with eta between 11am-1pm. 


2/25/26 AJinerson - Received VM from Deb stating we can schedule any date/any time Mon. - Thurs. between 8am-12pm or the afternoon. She said we can just call back and leave VM on when we are scheduling this. 


2/24/26 AJinerson - Site called and left VM for LHill (From when she was covering this morning). Called site back to schedule tech visit, prompt 1 and 5 to speak with someone. Left another VM regarding needing to schedule tech visit. 


2/24/26 AJinerson - Called site to schedule tech visit (229-883-1130) - Prompt 6 to speak w/ on-site manager. Left VM for staff regarding scheduling. Trying to see if we could schedule tech on-site for 2/25 while still in area.

No email on file for Deborah at this location.


02/24/2026 Lhill-LM 229-883-1130 for Deborah trying to schedule tech visit.


02/24/2026 LHill-tracked parts.

Your shipment

1ZE444250370348000

 Delivered On

Friday, February 20 at 9:46 A.M. at Front Desk

Delivered To

ALBANY, GA US

Received By:

WARDE


2/18/2026jsells

Ship To Name: ADCS Albany Ship To Address: 2303 Dawson Road Part Order 90484 Ship To City/State: Albany, GA 31707 Waybill (Tracking #): 1ZE444250370348000 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 18-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-10454-00 SERIAL #: DESCRIPTION: KIT, POWER INLET LINE NO: 2.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT LINE NO: 3.1 QTY: 1 ITEM: 015-1338-00 SERIAL #: DESCRIPTION: CORD SET N AMER 120V 8FT


02/09/2026 LHill-rec'd call from Deborah at 229-883-1130. She confirmed we can have a tech onsite on 02/16 around 10-12. She said that works good for them.


02/09/2026 LHill-Called 229-883-1130 for Deborah. I was on hold for over 6 minutes and no one ever picked up.


2/6/26 AJinerson - Called Debora at (229) 883-1130, site was closed but was able to leave VM regarding needing to schedule service. 


2/6/26 AJinerson - Confirmed w/ tech sup that soonest available date to have tech service this would be Mon. 2/16 as both HCP techs are booked up with other past due WOs/repairs in ATL and other areas. This location is a 6-7 hour round trip for either HCP ATL tech.

🔧 Work Performed
3/2 DI: RETURNED TO SITE ANCD CHECKED IN WITH CUSTOMER / RETRIEVED PARTS. REPLACED POWER INLET MODULE AND POWER CORD ON THE CHAIR. COMPLETED A FULL FUNCTION TEST OF THE CHAIR AND VERIFIED PROPER FUNCTIONALITY. COMPLETED EST ON DEVICE (SEE RESULTS BELOW). ADVISED CUSTOMER AND RETURNED DEVICE TO SERVICE [ 33 mΩ ] GROUND RESISTANCE [ 0 µA ] CHASSIS LEAKAGE (NORM/COND) [ 28 µA ] CHASSIS LEAKAGE (OPEN GND) 2/16 DI: ARRIVED TO SITE AND CHECKED IN WITH CUSTOMER. EVALUATED CHAIR AND FOUND THAT ONE OF THE PRONGS IN THE POWER INLET MODULE HAD SNAPPED IN HALF (ONE HALF STUCK IN POWER CORD / OTHER HALF STUCK IN HARNESS ON INSIDE OF THE CHAIR). SPOKE WITH MIDMARK TECH SUPPORT AND RELAYED FINDINGS, WAS ADVISED TO BEGIN WITH CORD AND INLET MODULE THEN TO FURTHER ASSESS OTHER ELECTRICAL COMPONENTS ONCE POWER IS RESTORED TO THE CHAIR. ADVISED CUSTOMER OF FINDINGS AND NEXT STEPS (ADDITIONAL PARTS MAY BE NEEDED BEYOND ONES IDENTIFIED ON TODAYS EVALUATION, CANNOT DETERMINE UNTIL THESE PARTS ARE REPLACED) POWER INLET MODULE: 002-10454-00 (QTY 1) POWER CORD: 015-1338-00 (QTY 1)
🔍 Technician Findings
2/16 DI: MIDMARK 641-002 CHAIR NOT POWERING ON EXAM ROOM 3 MODEL#: 641-002 ASSET#: 6263483 SERIAL#: V1120630
⚠️ Problem Description
Please send a technician to location 321 - Albany to assess the exam chair as they are experiencing issues with the power. Please use Deborah as the on-site contact: 229-883-1130 --- Model #: 641-002 / Serial #: V1120630 https://www.ebiotrack.com/workorder.php?wo=71467

Timeline

📞
Case Linked Feb 5, 2:03 PM
Case Number: 00565817
Subject: ADCS Work Order: [##23723## : Albany 321- Laser exam table-]
Status: Closed
📋
▶
2 Work Order Created Feb 6, 8:38 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Feb 6, 2:14 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 5h 35m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Feb 9, 1:19 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2026-02-16T16:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Dylan Ingraham Feb 16, 12:34 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 23h
⏱️
3x Labor Added Feb 16, 1:00 PM
Type: Labor, Travel
Status: Open
Qty: 3, 160
⏱️
▶
2 2x Labor Added Feb 16, 8:02 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Dylan Ingraham
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 7h 29m, 0m
📦
▶
2 Parts Requested Feb 17, 8:36 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 12h 32m
💵
Expenses Added Feb 17, 7:27 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.6 business days
🔩
▶
2 3x Parts Added Feb 20, 9:49 PM
3x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Stephanie Ramen
From: Awaiting Parts
To: Reschedule
Duration in Previous: 3d 13h
⏳ 2.3 business days
👷
▶
2 Technician Assigned Feb 24, 11:17 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Laura Hill
From: Reschedule
To: Assigned
Duration in Previous: 3d 13h
⏳ 2.0 business days
📅
▶
2 Dispatch Scheduled Feb 25, 3:07 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 1d 3h
⏳ 4.0 business days
🔧
Status: Tech On Site by Dylan Ingraham Mar 2, 1:19 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 22h
✔️
Status: Completed by Dylan Ingraham Mar 2, 7:20 PM
From: Tech On Site
To: Completed
Duration in Previous: 6h 0m
⏱️
▶
2 6x Labor Added Mar 2, 7:27 PM
6x Labor Added → Status: Closed
🏁
Status: Closed by Dylan Ingraham
From: Completed
To: Closed
Duration in Previous: 8m
⏳ 3.6 business days
📄
▶
2 Status: Ready to Bill Mar 5, 10:27 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 2.0 business days
🧾
Invoice Created Mar 8, 9:16 PM
Invoice Number: SM-255661

Bottlenecks

Assigned
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Scheduled
Duration: 4.7 business days (threshold: 2.0 business days)
Exceeded by 2.7 business days
Awaiting Parts
Duration: 4.0 business days (threshold: 3.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00565817
Closed
📦
Parts Order 00090484
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Dylan Ingraham
Scheduled
Mar 2, 11:00 AM
Created
Feb 6, 8:38 AM
Invoice #
SM-255661

Work Details (15)

Name Type Status Qty Amount Date
WL-03107189 Labor Open 3 $273.00 Feb 16, 1:00 PM
WL-03107190 Travel Open 160 - Feb 16, 1:00 PM
WL-03107191 Travel Open 160 - Feb 16, 1:00 PM
WL-03107943 Labor Open 1 $149.00 Feb 16, 8:02 PM
WL-03107944 Labor Open 3.5 $0.00 Feb 16, 8:02 PM
WL-03109382 Expenses Open 1 $0.00 Feb 17, 7:27 PM
WL-03114816 Parts Open 1 $166.05 Feb 20, 9:49 PM
WL-03114817 Parts Open 1 $66.29 Feb 20, 9:49 PM
WL-03114818 Expenses Open 1 $21.64 Feb 20, 9:49 PM
WL-03126986 Labor Open 3.25 $295.75 Mar 2, 7:27 PM
WL-03126987 Labor Open 0.75 $111.75 Mar 2, 7:27 PM
WL-03126988 Labor Open 3.75 $0.00 Mar 2, 7:27 PM
WL-03126989 Travel Open 160 - Mar 2, 7:27 PM
WL-03126990 Travel Open 160 - Mar 2, 7:27 PM
WL-03126991 Expenses Open 1 $0.00 Mar 2, 7:27 PM

Details