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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350167 ↗ ServiceMax

United Vein and Vascular Centers • Virtual Tech - Field Repair • P3

📍 Clearwater — 18167 US Highway 19 North Suite 100, Clearwater FL, 33764

Feb 6, 2026 → Feb 17, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 11, 2026
✗ SLA Missed (3 biz days late)
Active: 6 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 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
2d
▶ Clock Running
Status: Ready for Scheduling
Feb 6 → Feb 10, 2026
2 business days (counted)
Running total: 2 of 3 biz days used
2d
▶ Clock Running
Status: Entered
Feb 10 → Feb 12, 2026
2 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: L2 Screening
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Feb 12 → Feb 13, 2026
1 business day (counted)
Running total: 5 of 3 biz days used
1d
▶ Clock Running
Status: Assigned
Feb 13 → Feb 17, 2026
1 business day (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 6 of 3 biz days used
Created: Feb 6, 2026 Completed: Feb 17, 2026
Business Days Used 6 / 3
0 3d budget +3d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 6 → Feb 6 Created ▶ Running 0 0 / 3
Feb 6 → Feb 10 Ready for Scheduling ▶ Running 2 2 / 3
Feb 10 → Feb 12 Entered ▶ Running 2 4 / 3
Feb 12 → Feb 12 L2 Screening ▶ Running 0 4 / 3
Feb 12 → Feb 13 Ready for Scheduling ▶ Running 1 5 / 3
Feb 13 → Feb 17 Assigned ▶ Running 1 6 / 3
Feb 17 → Feb 17 Scheduled ▶ Running 0 6 / 3
Dispatch 2.8d
Coordinators 6.9d
Field Work 0.0d
✗ SLA Missed
Dispatch
2.8 days
Over SLA
Coordinators
6.9 days
Over SLA
Field Work
0.0 days
Created: Feb 6, 2026 Due: Feb 11, 2026 Completed: Feb 17, 2026 (5 days late)
📅
7.0 days Total Age
⏱️
3.3d in Closed Longest Stage
🔄
9 transitions Status Changes
⚠️
7.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565576
L2 review
Closed
Hillman Bed in Proc room 2 is squeaking Model: HA 90V Serial: 151283 email Mary Ann for Scheduling: MaryAnn.Zambrana@unitedveincenters.com Dial: +1 (866) 609-8882 IVR ID: 490549 Assignment ID: 49163 Upon arrival, call the above number and provide your Vendor PIN Number and Assignment ID to check in to the work order. At completion of the visit, call the above number again with these details to check out of the visit and report the work as complete, incomplete with a return trip needed, or as needing to submit a quote.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Elizabeth Ignatowicz
Owner
Virtual Tech
Created
Feb 5, 2026
Work Orders from this Case (1)
WO-01350167 (current) Invoiced
Virtual Tech - Field Repair • Yves Dessin
Created: Feb 6, 2026 • Closed: Feb 17, 2026
Completed with minor delays
Invoiced • 188 days old
🚨
Primary Delay 3.3 days stuck in "Closed"
⏱️
Total Delay 7.8 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
2.5d / 0.5d SLA
Ready for Scheduling
4.8d / 1.0d SLA
L2 Screening
0.3d / 1.0d SLA
Assigned
1.3d / 0.5d SLA
Scheduled
0.8d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/17/26 AJinerson - Received email back from Mary Ann confirming tech visit ok for today, 2/17 with eta between 2pm-4pm while tech is traveling in this area.


2/17/26 AJinerson - Sent 3rd email to Mary Ann and Elizabeth offering tech visit today, 2/17 with eta between 2pm-4pm for this service.


2/16/26 AJinerson - Sent follow up email to Mary Ann offering tech visit on Tuesday, 2/17 with eta between 2pm-4pm.


2/13/26 AJinerson - Sent email to Mary Ann (per request in prob. description) and offered tech visit on Tuesday, 2/17 with eta between 2pm-4pm.


2/13/26 AJinerson - WO released back to us after being sent back to L2 per tech SUP. Confirmed w/ tech sup this will be scheduled past SLA now.

2/10/26 AJinerson - Per teams message w/ tech sup, yes this WO needs to be sent back to Dispatch to go to L2 as well.

2/10/26 AJinerson - Per conversation w/ Tech Sup, this site also has WO-01350186 that was to be returned to Dispatch to go to L2, not field tech. Checking w/ tech sup if this WO is also supposed to go back to L2, or if we are to send FSE on-site.


02/09/2026 LHill-sent chatter on WO-01350187 to @[Wendy Argueta]​  Hi Wendy, I am working on scheduling the repairs for this location and found this WO was on hold. Can you please advise if we can move forward with this repair or if there is anything else needed? @[Dylan Nakoff]​ 

🔧 Work Performed
assesed bed /motor for the tilt feature is needed pn number needed 71459/ with the Labor time of 3 hours office manager was not there
🔍 Technician Findings
found that bed is making squeaky noises when triggering tilt mode
⚠️ Problem Description
Hillman Bed in Proc room 2 is squeaking Model: HA 90V Serial: 151283 email Mary Ann for Scheduling: MaryAnn.Zambrana@unitedveincenters.com Dial: +1 (866) 609-8882 IVR ID: 490549 Assignment ID: 49163 Upon arrival, call the above number and provide your Vendor PIN Number and Assignment ID to check in to the work order. At completion of the visit, call the above number again with these details to check out of the visit and report the work as complete, incomplete with a return trip needed, or as needing to submit a quote.

Timeline

📞
Case Linked Feb 5, 8:22 AM
Case Number: 00565576
Subject: L2 review
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Feb 6, 8:54 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
⏳ 3.0 business days
🆕
Status: Entered by Abby Jinerson Feb 10, 2:50 PM
From: Ready for Scheduling
To: Entered
Duration in Previous: 4d 5h
⏳ 3.0 business days
🔍
Status: L2 Screening by Sherry Reich Feb 12, 10:40 AM
From: Entered
To: L2 Screening
Duration in Previous: 1d 19h
📅
Status: Ready for Scheduling by Wendy Argueta Feb 12, 12:50 PM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 2h 9m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Feb 13, 4:35 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 3h
⏳ 1.9 business days
📅
▶
2 Dispatch Scheduled Feb 17, 10:39 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 3d 18h
⏱️
▶
3 5x Labor Added Feb 17, 4:54 PM
5x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Yves Dessin
From: Scheduled
To: Completed
Duration in Previous: 6h 17m
🏁
Status: Closed by Yves Dessin
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.9 business days
📄
Status: Ready to Bill by Diane Patton Feb 20, 10:02 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 2d 17h, 0m
⏳ 2.0 business days
🧾
Invoice Created Feb 23, 11:26 AM
Invoice Number: SM-254566

Bottlenecks

Ready for Scheduling
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Entered
Duration: 2.5 business days (threshold: 4.0 business hours)
Exceeded by 2.0 business days
Ready for Scheduling
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.2 business hours
Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.4 business hours
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days

🔗 Related Artifacts

📞
Case 00565576
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
N/A
Technician
Yves Dessin
Scheduled
Feb 17, 2:00 PM
Created
Feb 6, 8:54 AM
Invoice #
SM-254566

Work Details (5)

Name Type Status Qty Amount Date
WL-03109049 Labor Open 1 $149.00 Feb 17, 4:54 PM
WL-03109050 Labor Open 1.5 $223.50 Feb 17, 4:54 PM
WL-03109051 Labor Open 1.5 $0.00 Feb 17, 4:54 PM
WL-03109052 Travel Open 40 - Feb 17, 4:54 PM
WL-03109053 Travel Open 40 - Feb 17, 4:54 PM

Details