Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350486 ↗ ServiceMax

Sono Bello • Virtual Tech - Field Repair • P3

📍 WA-Tacoma — 3209 South 23rd Street, Suite 170, Tacoma WA, 98405

Feb 9, 2026 → Feb 20, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 12, 2026
✗ SLA Missed (2 biz days late)
Active: 5 biz days
Paused: 2 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 19, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Feb 9 → Feb 10, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 10 → Feb 11, 2026
1 business day (not counted)
4d
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 18, 2026
4 business days (counted)
Running total: 4 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 18 → Feb 19, 2026
1 business day (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
Created: Feb 9, 2026 Completed: Feb 19, 2026
Business Days Used 5 / 3
0 3d budget +2d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Feb 9 → Feb 9 Created ▶ Running 0 0 / 3
Feb 9 → Feb 10 Awaiting Parts ⏸ Paused 1 —
Feb 10 → Feb 10 Ready for Scheduling ▶ Running 0 0 / 3
Feb 10 → Feb 10 Assigned ▶ Running 0 0 / 3
Feb 10 → Feb 11 Awaiting Parts - Customer ⏸ Paused 1 —
Feb 11 → Feb 18 Ready for Scheduling ▶ Running 4 4 / 3
Feb 18 → Feb 19 Scheduled ▶ Running 1 5 / 3
Feb 19 → Feb 19 Tech On Site ▶ Running 0 5 / 3
Dispatch 0.0d
Material Management 3.4d
Coordinators 6.8d
Field Work 1.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.4 days
Coordinators
6.8 days
Over SLA
Field Work
1.3 days
Over SLA
Billing
0.0 days
Created: Feb 9, 2026 Due: Feb 19, 2026 Completed: Feb 20, 2026 (on time)
📅
8.7 days Total Age
⏱️
4.7d in Ready for Scheduling Longest Stage
🔄
10 transitions Status Changes
⚠️
5.9d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566261
Follow up to WO-01311424
Closed
Follow up to WO-01311424 Model: Midmark - 255-005 Model Type: Mobile Exam Light Custom Field: Notes: Asset ID: 13169072 Location didn't have the part. Unsure why the WO was scheduled. Need to order a new bulb for unit. 002-0640-00
Priority
High
Origin
Created From WO
Reason
New Case
Contact
Supply Chain Sono Bello
Owner
Virtual Tech
Created
Feb 6, 2026
Work Orders from this Case (1)
WO-01350486 (current) Invoiced
Virtual Tech - Field Repair • Tim Holman
Created: Feb 9, 2026 • Closed: Feb 20, 2026
Completed with minor delays
Invoiced • 185 days old
🚨
Primary Delay 4.7 days stuck in "Ready for Scheduling"
⏱️
Total Delay 5.9 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
2.0d / 3.0d SLA
Ready for Scheduling
5.0d / 1.0d SLA
Awaiting Parts - Customer
1.4d
Scheduled
1.8d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
1.2d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-18 Mburris called set up w Carl 2-19 1pm

2/11/26 RBerry- Found ASC moved WO to awaiting parts- customer after WO was released from awaiting parts. Placed WO into RFS. Updated due date. Removed delay code.

🔧 Work Performed
upon arvl I found that a light bulb was delivered. In reference to WO 1311424 I had stated: "A 255 series LED module was ordered, but the light is a 355. Need to change series of light and order correct module." Reached out to Nick and Dylan to determine next step. SONO BELLO is going to keep bulb.
🔍 Technician Findings
dispatched for light issue
⚠️ Problem Description
Follow up to WO-01311424 Model: Midmark - 255-005 Model Type: Mobile Exam Light Custom Field: Notes: Asset ID: 13169072 Location didn't have the part. Unsure why the WO was scheduled. Need to order a new bulb for unit. 002-0640-00 https://www.ebiotrack.com/workorder.php?wo=71511

Timeline

📞
Case Linked Feb 6, 3:45 PM
Case Number: 00566261
Subject: Follow up to WO-01311424
Status: Closed
⏳ 2.0 business days
📋
▶
3 Work Order Created Feb 9, 7:36 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089932
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⏳ 2.0 business days
📅
▶
2 Status: Ready for Scheduling Feb 10, 1:45 PM
Status: Ready for Scheduling → 2x Parts Added
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
👷
▶
2 Status: Assigned Feb 10, 3:31 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Tim Holman
📅
Status: Ready for Scheduling by Rhea Berry Feb 11, 1:05 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 21h 33m
⚠️ 5.0 business days
📅
▶
2 Dispatch Scheduled Feb 18, 12:25 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 6d 23h
⏳ 2.0 business days
🔧
Status: Tech On Site by Tim Holman Feb 19, 1:44 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 1h
⏱️
▶
2 3x Labor Added Feb 19, 2:33 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Tim Holman
From: Tech On Site
To: Completed
Duration in Previous: 53m
🏁
Status: Closed by Tim Holman Feb 20, 12:17 AM
From: Completed
To: Closed
Duration in Previous: 9h 38m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 24, 11:45 AM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 11h
📨
▶
2 Status: Invoice Pending Feb 24, 11:53 AM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254748

Bottlenecks

Ready for Scheduling
Duration: 4.7 business days (threshold: 1.0 business days)
Exceeded by 3.7 business days
Completed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.6 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00566261
Closed
📦
Parts Order 00089932
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Tim Holman
Scheduled
Feb 19, 4:30 PM
Created
Feb 9, 7:36 AM
Invoice #
SM-254748

Work Details (5)

Name Type Status Qty Amount Date
WL-03099241 Parts Open 1 $115.56 Feb 10, 1:50 PM
WL-03099242 Expenses Open 1 $12.30 Feb 10, 1:50 PM
WL-03112188 Labor Open 0.5 $59.50 Feb 19, 2:33 PM
WL-03112189 Labor Open 1 $119.00 Feb 19, 2:33 PM
WL-03112190 Travel Open 40 - Feb 19, 2:33 PM

Details