Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350603 ↗ ServiceMax

IR Centers and Greater Boston Urology • Repair • P3

📍 IR Centers and Greater Boston Urology - Plymouth HD — 45 Home Depot Drive, Plymouth MA, 02360

Feb 9, 2026 → Mar 23, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 12, 2026
✗ SLA Missed (21 biz days late)
Active: 24 biz days
Paused: 5 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Mar 23, 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
▶ Clock Running
Status: Scheduled
Feb 9 → Feb 12, 2026
3 business days (counted)
Running total: 3 of 3 biz days used
16d
▶ Clock Running
Status: Incomplete
Feb 12 → Mar 9, 2026
16 business days (counted)
Running total: 19 of 3 biz days used
▶ Clock Running
Status: L2 Screening
Mar 9 → Mar 9, 2026
0 business days (counted)
Running total: 19 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Mar 9 → Mar 11, 2026
2 business days (not counted)
▶ Clock Running
Status: Reschedule
Mar 11 → Mar 12, 2026
1 business day (counted)
Running total: 20 of 3 biz days used
▶ Clock Running
Status: Entered
Mar 12 → Mar 12, 2026
0 business days (counted)
Running total: 20 of 3 biz days used
▶ Clock Running
Status: Assigned
Mar 12 → Mar 12, 2026
0 business days (counted)
Running total: 20 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Mar 12 → Mar 16, 2026
2 business days (counted)
Running total: 22 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Mar 16 → Mar 16, 2026
0 business days (counted)
Running total: 22 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Mar 16 → Mar 19, 2026
3 business days (not counted)
▶ Clock Running
Status: Reschedule
Mar 19 → Mar 19, 2026
0 business days (counted)
Running total: 22 of 3 biz days used
▶ Clock Running
Status: Entered
Mar 19 → Mar 19, 2026
0 business days (counted)
Running total: 22 of 3 biz days used
▶ Clock Running
Status: Assigned
Mar 19 → Mar 19, 2026
0 business days (counted)
Running total: 22 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Mar 19 → Mar 23, 2026
2 business days (counted)
Running total: 24 of 3 biz days used
Created: Feb 9, 2026 Completed: Mar 23, 2026
Business Days Used 24 / 3
0 3d budget +21d over
Show SLA Clock Detail (17 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 12 Scheduled ▶ Running 3 3 / 3
Feb 12 → Mar 9 Incomplete ▶ Running 16 19 / 3
Mar 9 → Mar 9 L2 Screening ▶ Running 0 19 / 3
Mar 9 → Mar 11 Awaiting Parts ⏸ Paused 2 —
Mar 11 → Mar 12 Reschedule ▶ Running 1 20 / 3
Mar 12 → Mar 12 Entered ▶ Running 0 20 / 3
Mar 12 → Mar 12 Assigned ▶ Running 0 20 / 3
Mar 12 → Mar 16 Scheduled ▶ Running 2 22 / 3
Mar 16 → Mar 16 Tech On Site ▶ Running 0 22 / 3
Mar 16 → Mar 19 Awaiting Parts ⏸ Paused 3 —
Mar 19 → Mar 19 Reschedule ▶ Running 0 22 / 3
Mar 19 → Mar 19 Entered ▶ Running 0 22 / 3
Mar 19 → Mar 19 Assigned ▶ Running 0 22 / 3
Mar 19 → Mar 23 Scheduled ▶ Running 2 24 / 3
Dispatch 0.6d
Material Management 6.0d
Coordinators 11.0d
Field Work 0.5d
Incomplete 16.6d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.6 days
Material Management
6.0 days
Over SLA
Coordinators
11.0 days
Over SLA
Field Work
0.5 days
Incomplete (excluded from total)
16.6 days
Billing
0.0 days
Created: Feb 9, 2026 Due: Mar 25, 2026 Completed: Mar 23, 2026 (2 days early)
📅
29.6 days Total Age
⏱️
16.6d in Incomplete Longest Stage
🔄
16 transitions Status Changes
⚠️
5.2d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
14 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 12, 2026
Visit 2 Mar 16, 2026
Visit 3 Mar 23, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566169
HCP L2 Review
Closed
Q-00032435 Asset #: 6270835 Manufacturer: Midmark Model #: 630-010 Serial #: V2521571 We have an exam chair that is stuck and needs maintenance. The technician will need to evaluate the unit and determine if parts are needed for repairs.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Debbie Messina
Owner
Sherry Reich
Created
Feb 6, 2026
Work Orders from this Case (1)
WO-01350603 (current) Invoiced
Repair • David Cavaco
Created: Feb 9, 2026 • Closed: Mar 23, 2026
Completed with minor delays
Invoiced • 185 days old
🚨
Primary Delay 16.6 days stuck in "Incomplete"
⏱️
Total Delay 5.2 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
0.0d / 0.5d SLA
Scheduled
9.4d / 2.0d SLA
Incomplete
16.6d
L2 Screening
0.6d / 1.0d SLA
Awaiting Parts
6.0d / 3.0d SLA
Reschedule
1.4d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/25/26 DPatton - No quote for KIT, SCP POWER SUPPLY PCB. Total Billing Amount exceeded quote due to different parts replaced (not quoted)


3/23/2026jsells

UPS Exception Notification, Tracking Number 1ZE444250372124426

The status of your package has changed.


Exception Reason: The package is being held for a future delivery date. We'll attempt to deliver on the date requested.

Today, March 23, between 10:45 A.M. - 2:45 P.M.

3/19/26 RBerry- Updated due date based on parts. Removed delay code.


3/19 KSmith -- Scheduled for Monday with Debbie. 9-11am (DC)

3/19 KSmith -- Sent email to schedule for Monday (DC)

3/18/2026jsells

Ship To Name: IR Centers and Greater Boston Urology Plymouth HD Ship To Address: 45 Home Depot Drive Ship To City/State: Plymouth, MA 02360 Waybill (Tracking #): 1ZE444250372124426 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 18-MAR-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-1747-00 SERIAL #: DESCRIPTION: KIT, SCP POWER SUPPLY PCB LINE NO: 2.1 QTY: 1 ITEM: CHRG-FRT SERIAL #: DESCRIPTION: FREIGHT


03/17/2026 JRolston - Received confirmation email from Midmark, Acknowledgment # 761964.

03/17/2026 MBARRETT : Order Number: 00722153

03/16/2026 JShoemaker : Ordered to site

3/12 KSmith -- Scheduled for Monday with Debbie. 12pm-2pm

3/12 KSmith -- Sent email to schedule for Monday

3/11 KHardison: Updated due date.

1ZE444250370558613

Estimated delivery

Tomorrow, March 12, between 9:30 A.M. - 1:30 P.M.

LINE NO: 2.1 QTY: 5 ITEM: 015-3025-00 SERIAL #: DESCRIPTION: BLACK LIMIT SWITCH LINE NO: 3.1 QTY: 1 ITEM: 015-3284-00 SERIAL #: DESCRIPTION: SCP HARNESS ASSY, FOOT SSS & EXT. SWITCH

03/10/2026 JRolston - Received confirmation email from vendor.


03/09/2026 JShoemaker : Ordered to site

3/9/26 SReich - Adding approved quote from case 00573862.


3/4 KSmith -- Quote sent to customer. Valid until 4/3

3/3 KSmith -- Teams message to Shawn to check on this one. Needs follow up box is not checked so WO has been sitting

2/9 KSmith -- Scheduled for Thursday with Debbie. 9-11am

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

🔧 Work Performed
3/16 PBonang: Evaluated unit and placed part order. 3/23 DC Replaced power board and was unable to calibrate unit due to an over travel limit switch error. Removed the covers and adjusted the over travel limit switch. Unit than was calibrated and function tested.
🔍 Technician Findings
Inspected unit and found no function to the foot rest, tilt and base. After further testing and trouble shooting error codes i found the issue to be coming from the foot limit switches and harness. parts need to be ordered limit switches PN-015-3025-00 X5 Harness PN-015-3284-00 X1 3/16 PBonang: Had function to tilt, back and foot but no base function. According to error 02 -04 code this unit has faulty power supply board and needs replacement.
⚠️ Problem Description
Q-00032931 approved quote Q-00032435 Asset #: 6270835 Manufacturer: Midmark Model #: 630-010 Serial #: V2521571 We have an exam chair that is stuck and needs maintenance. The technician will need to evaluate the unit and determine if parts are needed for repairs. https://www.ebiotrack.com/workorder.php?wo=71530
📄 Description
Midmark Model: 630 (Series) Human Form Procedures Chair

Timeline

📞
Case Linked Feb 6, 1:23 PM
Case Number: 00566169
Subject: HCP L2 Review
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Feb 9, 2:04 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Technician Assigned Feb 9, 3:40 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 35m
📅
▶
2 Dispatch Scheduled Feb 9, 4:04 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 23m
⏳ 4.0 business days
⏱️
▶
2 2x Labor Added Feb 12, 1:55 PM
2x Labor Added → Travel Added
🚗
Travel Added
Type: Travel
Status: Open
Qty: 50
⚠️
Status: Incomplete by DAVID CAVACO Feb 12, 2:01 PM
From: Scheduled
To: Incomplete
Duration in Previous: 2d 21h
🚨 17.0 business days
🔍
Status: L2 Screening by Sherry Reich Mar 9, 11:20 AM
From: Incomplete
To: L2 Screening
Duration in Previous: 24d 20h
📦
▶
2 Parts Requested Mar 9, 3:46 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 4h 26m
⏳ 3.0 business days
💵
▶
2 Expenses Added Mar 11, 5:31 PM
Expenses Added → Status: Reschedule
🔄
Status: Reschedule by Julie Ann Shoemaker
From: Awaiting Parts
To: Reschedule
Duration in Previous: 2d 1h
🆕
▶
3 Status: Entered Mar 12, 9:52 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: a0h5A00000GzK9wQAF, Paul Bonang Jr
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-16T17:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Paul Bonang Mar 16, 12:26 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 2h
📦
▶
2 Parts Requested Mar 16, 4:31 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Paul Bonang
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 4h 5m
⏱️
3x Labor Added Mar 16, 4:38 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 0.75, 10
⏳ 3.9 business days
🔩
▶
2 2x Parts Added Mar 19, 9:04 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 2d 16h
🆕
▶
3 Status: Entered Mar 19, 9:39 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: David Cavaco
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-23T13:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Mar 19, 11:28 AM
Scheduled For: 2026-03-23T15:30:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 5x Labor Added Mar 23, 4:37 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by DAVID CAVACO
From: Scheduled
To: Completed
Duration in Previous: 4d 6h
🏁
Status: Closed by DAVID CAVACO Mar 23, 4:42 PM
From: Completed
To: Closed
Duration in Previous: 4m
⏳ 2.9 business days
📄
▶
2 Status: Ready to Bill Mar 25, 9:33 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 4.0 business days
🧾
Invoice Created Mar 30, 8:13 AM
Invoice Number: SM-257407

Bottlenecks

Scheduled
Duration: 3.4 business days (threshold: 2.0 business days)
Exceeded by 1.4 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Awaiting Parts
Duration: 3.4 business days (threshold: 3.0 business days)
Exceeded by 3.5 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days

🔗 Related Artifacts

📞
Case 00566169
Closed
📦
Parts Order 00091838
Closed
📦
Parts Order 00092539
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
N/A
Technician
David Cavaco
Scheduled
Mar 23, 11:30 AM
Created
Feb 9, 2:04 PM
Invoice #
SM-257407

Work Details (14)

Name Type Status Qty Amount Date
WL-03103063 Labor Open 1.5 $0.00 Feb 12, 1:55 PM
WL-03103064 Labor Open 1 $0.00 Feb 12, 1:55 PM
WL-03103067 Travel Open 50 $0.00 Feb 12, 1:57 PM
WL-03139984 Expenses Open 1 $0.00 Mar 11, 5:31 PM
WL-03146132 Labor Open 0.5 $119.00 Mar 16, 4:38 PM
WL-03146133 Labor Open 0.75 $89.25 Mar 16, 4:38 PM
WL-03146134 Travel Open 10 $0.00 Mar 16, 4:38 PM
WL-03150768 Parts Open 1 $2,965.95 Mar 19, 9:04 AM
WL-03150769 Expenses Open 1 $23.46 Mar 19, 9:04 AM
WL-03155780 Labor Open 1 $119.00 Mar 23, 4:37 PM
WL-03155781 Labor Open 2 $238.00 Mar 23, 4:37 PM
WL-03155782 Labor Open 1 $0.00 Mar 23, 4:37 PM
WL-03155783 Travel Open 45 $0.00 Mar 23, 4:37 PM
WL-03155784 Travel Open 45 $0.00 Mar 23, 4:37 PM

Details