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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350497 ↗ ServiceMax

Sono Bello • Virtual Tech - Field Repair • P3

📍 CT-Hartford — 175 Capital Blvd Suite 100, Rocky Hill CT, 06067

Feb 9, 2026 → Mar 3, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 12, 2026
✗ SLA Missed (10 biz days late)
Active: 13 biz days
Paused: 2 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Mar 3, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 9 → Feb 11, 2026
2 business days (counted)
Running total: 2 of 3 biz days used
2d
▶ Clock Running
Status: Incomplete
Feb 11 → Feb 13, 2026
2 business days (counted)
Running total: 4 of 3 biz days used
⏸0d
⏸ Clock Paused
Status: Awaiting Parts
Feb 13 → Feb 16, 2026
0 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 18, 2026
2 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Incomplete
Feb 18 → Feb 19, 2026
1 business day (counted)
Running total: 7 of 3 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Feb 19 → Feb 23, 2026
2 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 23 → Feb 24, 2026
1 business day (counted)
Running total: 8 of 3 biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 24 → Mar 3, 2026
5 business days (counted)
Running total: 13 of 3 biz days used
Created: Feb 9, 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 9 → Feb 9 Created ▶ Running 0 0 / 3
Feb 9 → Feb 9 Ready for Scheduling ▶ Running 0 0 / 3
Feb 9 → Feb 9 Assigned ▶ Running 0 0 / 3
Feb 9 → Feb 11 Scheduled ▶ Running 2 2 / 3
Feb 11 → Feb 13 Incomplete ▶ Running 2 4 / 3
Feb 13 → Feb 16 Awaiting Parts ⏸ Paused 0 —
Feb 16 → Feb 16 Reschedule ▶ Running 0 4 / 3
Feb 16 → Feb 18 Scheduled ▶ Running 2 6 / 3
Feb 18 → Feb 19 Incomplete ▶ Running 1 7 / 3
Feb 19 → Feb 23 Awaiting Parts ⏸ Paused 2 —
Feb 23 → Feb 24 Reschedule ▶ Running 1 8 / 3
Feb 24 → Mar 3 Scheduled ▶ Running 5 13 / 3
Dispatch 0.0d
Material Management 4.0d
Coordinators 13.2d
Field Work 0.8d
Incomplete 4.8d (excluded)
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.0 days
Coordinators
13.2 days
Over SLA
Field Work
0.8 days
Incomplete (excluded from total)
4.8 days
Created: Feb 9, 2026 Due: Mar 2, 2026 Completed: Mar 3, 2026 (on time)
📅
16.0 days Total Age
⏱️
6.0d in Scheduled Longest Stage
🔄
14 transitions Status Changes
⚠️
7.7d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🚩
3 visits On-Site Trips
📋
Coordinator Scheduling
🚩
3 On-Site Visits (2 reschedules)
3 on-site visits — why were multiple trips needed?
Visit 1 Feb 11, 2026
Visit 2 Feb 18, 2026
Visit 3 Mar 3, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566265
<no subject>
Closed
Troubleshoot Door issue on Autoclave. Model: Midmark - M11-042City: 6323292
Priority
Standard
Origin
Email
Reason
New Case
Contact
JOCELYN GOMEZ
Owner
Virtual Tech
Created
Feb 6, 2026
Work Orders from this Case (1)
WO-01350497 (current) Invoiced
Virtual Tech - Field Repair • Luis Torres
Created: Feb 9, 2026 • Closed: Mar 3, 2026
Completed with minor delays
Invoiced • 185 days old
🚨
Primary Delay 6.0 days stuck in "Scheduled"
⏱️
Total Delay 7.7 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
0.6d / 0.5d SLA
Scheduled
10.4d / 2.0d SLA
Incomplete
4.8d
Awaiting Parts
4.0d / 3.0d SLA
Reschedule
2.0d / 2.0d SLA
Completed
0.8d / 1.0d SLA
Closed
4.2d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
2/24 KSmith -- Scheduled for 3/3 with Joscelyn. 8-10am

2/24 KSmith -- Sent email to schedule for 3/3

2/23 KSmith -- Sent email to schedule for Friday

02/23/2026 EMartin

The status of your package has changed.


Rescheduled Delivery Date: Tuesday, 02/24/2026

Exception Reason: Severe weather conditions have delayed delivery until the next business day.

Exception Resolution: Your delivery has been rescheduled for the next business day.

2/23 KSmith -- Sent email to schedule for Friday

02/20/2026 EMartin

Order No: 756680


Customer PO No: PO016391


Customer: EMSAR Inc




  


Ship To Name: Sono Bello CT-Hartford


Ship To Address: 175 Capital Blvd Suite 100    


Ship To City/State: ROCKY HILL, CT 06067


Waybill (Tracking #): 1ZE444250371958751


Carrier: UPS-Parcel-Ground


  


The following items have shipped from Midmark Corporation on: 19-FEB-2026


  


LINE NO: 1.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT


LINE NO: 2.1 QTY: 1 ITEM: 002-0504-00 SERIAL #: DESCRIPTION: M11 DOOR & DAM GASKET KIT

2/16 KSmith -- Scheduled for 2/18 with Joscelyn. 8-10am

2/13/2026jsells

Ship To Name: CT-Hartford Ship To Address: 175 Capital Blvd Suite 100 Ship To City/State: ROCKY HILL, CT 06067 Waybill (Tracking #): 1ZE444250346225330 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 13-FEB-2026 LINE NO: 1.1 QTY: 2 ITEM: 042-0106-00 SERIAL #: DESCRIPTION: SCR SHOULDER 0.250 DIA X 0.250 SHC BF LINE NO: 2.1 QTY: 1 ITEM: 053-1253-00-813 SERIAL #: DESCRIPTION: M9/M11 DOOR HANDLE, MIST LINE NO: 3.1 QTY: 1 ITEM: 015-1680-00 SERIAL #: DESCRIPTION: TEMP SENSOR, RTD, W/VIBRA-SEAL, STZR LINE NO: 4.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT


2/9 KSmith -- Scheduled for 2/11 with Joscelyn on WO-01350497. 9-11am

2/9 KSmith -- Sent email to schedule for Wednesday

🔧 Work Performed
**Last 5 error codes C560, C573, C544, C103, C102 **Placed unit in diag mode to start diag process. Everything clicking and clacking the way it should. **Researched codes and it directed me to perform resistance test on temp sensor. Between 1.07 & 1.1 ohms is good. Any other reading it states to replace temp sensor. Reading was OL **New temp sensor needed. Further diag may be required **Reached out to MM to get part numbers. Parts needed Qty. 1- 015-1680-00- temp sensor Qty. 2- 042-0106-00- door screws Qty. 1- 053-1253-00-813- door handle **R&R door handle assembly R&R temp sensor assembly. While running cycle I noticed that the door was leaking a bit. Had to stop cycle and I was able to push door and seal the door and stop leaking. Recommended new door gasket. Function & cycle tested to confirm no other issues. Unit ran full cycle with no errors. New door gasket needed. Qty. 1- 092-0504-00 **3/3-LT- R&R door gasket assembly. Ran cycle to its completion to confirm no other issues.
🔍 Technician Findings
Unit OOS **C560 error code displayed on screen upon arrival. **Door handle is being held by only one screw and it’s almost on the last thread.
⚠️ Problem Description
Troubleshoot Door issue on Autoclave. Model: Midmark - M11-042City: 6323292 https://www.ebiotrack.com/workorder.php?wo=71514
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Feb 6, 3:51 PM
Case Number: 00566265
Subject: <no subject>
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Feb 9, 9:14 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Feb 9, 10:56 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 42m
🗓️
▶
2 Status: Scheduled Feb 9, 3:39 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-11T14:00:00.000+0000
⏳ 3.0 business days
⏱️
Labor Added Feb 11, 12:26 PM
Type: Labor
Status: Open
Qty: 0.75
⚠️
Status: Incomplete by Luis Torres Feb 11, 12:39 PM
From: Scheduled
To: Incomplete
Duration in Previous: 1d 21h
⏳ 3.0 business days
📦
▶
2 Parts Requested Feb 13, 11:01 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 1d 22h
⏳ 1.0 business days
🔩
▶
2 4x Parts Added Feb 16, 11:35 AM
4x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Stephanie Ramen
From: Awaiting Parts
To: Reschedule
Duration in Previous: 3d 0h
📅
▶
2 Dispatch Scheduled Feb 16, 11:42 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Reschedule
To: Scheduled
Duration in Previous: 6m
⏳ 2.0 business days
🚗
▶
2 3x Travel Added Feb 18, 10:13 AM
3x Travel Added → Status: Incomplete
⚠️
Status: Incomplete by Luis Torres
From: Scheduled
To: Incomplete
Duration in Previous: 1d 22h
⏳ 2.0 business days
📦
▶
2 Parts Requested Feb 19, 10:26 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 1d 0h
⏳ 3.0 business days
🔩
▶
2 2x Parts Added Feb 23, 10:27 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 4d 0h
🗓️
▶
2 Status: Scheduled Feb 24, 9:47 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-03T13:30:00.000+0000
⚠️ 6.0 business days
🚗
▶
2 3x Travel Added Mar 3, 11:35 AM
3x Travel Added → Status: Completed
✔️
Status: Completed by Luis Torres
From: Scheduled
To: Completed
Duration in Previous: 7d 1h
🏁
Status: Closed by Luis Torres Mar 3, 5:44 PM
From: Completed
To: Closed
Duration in Previous: 6h 6m
⏳ 4.8 business days
📄
▶
2 Status: Ready to Bill Mar 9, 9:45 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-255936

Bottlenecks

Assigned
Duration: 4.7 business hours (threshold: 4.0 business hours)
Exceeded by 0.7 business hours
Scheduled
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 3.3 business hours
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 4.2 business days (threshold: 1.0 business days)
Exceeded by 3.2 business days

🔗 Related Artifacts

📞
Case 00566265
Closed
📦
Parts Order 00090346
Closed
📦
Parts Order 00090697
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Luis Torres
Scheduled
Mar 3, 8:30 AM
Created
Feb 9, 9:14 AM
Invoice #
SM-255936

Work Details (13)

Name Type Status Qty Amount Date
WL-03100950 Labor Open 0.75 $89.25 Feb 11, 12:26 PM
WL-03107053 Parts Open 1 $183.60 Feb 16, 11:35 AM
WL-03107054 Parts Open 2 $6.76 Feb 16, 11:35 AM
WL-03107055 Parts Open 1 $18.20 Feb 16, 11:35 AM
WL-03107056 Expenses Open 1 $0.00 Feb 16, 11:35 AM
WL-03110030 Travel Open 15 - Feb 18, 10:13 AM
WL-03110031 Labor Open 2.33333 $297.50 Feb 18, 10:13 AM
WL-03110032 Labor Open 0.75 $89.25 Feb 18, 10:13 AM
WL-03115992 Parts Open 1 $283.50 Feb 23, 10:27 AM
WL-03115993 Expenses Open 1 $0.00 Feb 23, 10:27 AM
WL-03127649 Travel Open 14 - Mar 3, 11:35 AM
WL-03127650 Labor Open 1 $119.00 Mar 3, 11:35 AM
WL-03127651 Labor Open 0.5 $59.50 Mar 3, 11:35 AM

Details