Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350632 ↗ ServiceMax

CAPE FEAR EYE ASSOCIATES • Preventive Maintenance • P7

📍 CAPE FEAR EYE ASSOCIATES — 1726 METRO MEDICAL DRIVE, Fayetteville NC, 28504

Feb 9, 2026 → Feb 23, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Feb 19, 2026
✗ SLA Missed
Active: 5 biz days
Paused: 4 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Feb 23, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts
Feb 9 → Feb 16, 2026
4 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 17, 2026
1 business day (counted)
Running total: 1 of 7 biz days used
▶ Clock Running
Status: Reschedule
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 1 of 7 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 23, 2026
4 business days (counted)
Running total: 5 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 5 of 7 biz days used
Created: Feb 9, 2026 Completed: Feb 23, 2026
Business Days Used 5 / 7
0 7d budget
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Feb 9 → Feb 9 Created ▶ Running 0 0 / 7
Feb 9 → Feb 9 Ready for Scheduling ▶ Running 0 0 / 7
Feb 9 → Feb 9 L2 Screening ▶ Running 0 0 / 7
Feb 9 → Feb 16 Awaiting Parts ⏸ Paused 4 —
Feb 16 → Feb 16 Reschedule ▶ Running 0 0 / 7
Feb 16 → Feb 16 Assigned ▶ Running 0 0 / 7
Feb 16 → Feb 17 Scheduled ▶ Running 1 1 / 7
Feb 17 → Feb 17 Reschedule ▶ Running 0 1 / 7
Feb 17 → Feb 23 Scheduled ▶ Running 4 5 / 7
Feb 23 → Feb 23 Tech On Site ▶ Running 0 5 / 7
Dispatch 0.1d
Material Management 4.4d
Coordinators 5.4d
Field Work 0.0d
Billing 0.2d
✗ SLA Missed
Dispatch
0.1 days
Material Management
4.4 days
Over SLA
Coordinators
5.4 days
Over SLA
Field Work
0.0 days
Billing
0.2 days
Created: Feb 9, 2026 Due: Feb 20, 2026 Completed: Feb 23, 2026 (2 days late)
📅
9.5 days Total Age
⏱️
4.6d in Closed Longest Stage
🔄
13 transitions Status Changes
⚠️
7.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00565579
Critical L2 Review - Healthcare
Closed
Q-00032420 machine started pouring water out of it from the front right corner of the machine. This was just as we were starting an in-office surgery schedule. The one that suddenly started draining all over the counter is: Midmark M11 SN: V2485570 1 PM kit, 002-10070-00 Tech should verify unit is level an water sensor is clean and functioning properly. The one with the broken clip that holds the hose in place is: Midmark M9 SN: V233954 1 PM kit, 002-10069-00 1 hose clip kit, 002-1694-00
Priority
Critical
Origin
Email
Reason
New Case
Contact
Heather Mason
Owner
Jessica Sells
Created
Feb 5, 2026
Work Orders from this Case (4)
WO-01350629 Invoiced
Evaluation • Christopher Morning
Created: Feb 9, 2026 • Closed: Feb 23, 2026
WO-01350630 Invoiced
Evaluation • Christopher Morning
Created: Feb 9, 2026 • Closed: Feb 23, 2026
WO-01350632 (current) Invoiced
Preventive Maintenance • Christopher Morning
Created: Feb 9, 2026 • Closed: Feb 23, 2026
WO-01350639 Invoiced
Preventive Maintenance • Christopher Morning
Created: Feb 9, 2026 • Closed: Feb 23, 2026
Completed with minor delays
Invoiced • 185 days old
🚨
Primary Delay 4.6 days stuck in "Closed"
⏱️
Total Delay 7.3 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
0.0d / 1.0d SLA
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
4.4d / 3.0d SLA
Reschedule
0.1d / 2.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
5.3d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
4.6d / 1.0d SLA
Ready to Bill
0.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/18/26 Rberry- Updated due date based on parts. updated delay code


2/17 MOwens Heather replied back that next Monday 2/23 in the afternoon will work for her.

2/17 MOwens Sent email to Heather to let her know the tech would not make it there today and to reschedule the visit.

2/12 MOwens replied back the Heather's email to schedule the visit for 2/17 from 3-5pm.

🔧 Work Performed
2-23-26 CTM - Performed pm on Midmark M11 by replacing door gasket and door dam gasket and old spring and filters .TESTED PASS . Notified POC Heather Mason of completion.
🔍 Technician Findings
2-23-26 CTM - Perform pm on Midmark M11 by replacing door gasket and door dam gasket and old spring and filters . Notify POC Heather Mason of completion.
⚠️ Problem Description
Q-00032420 Midmark M11 SN: V2485570 1 PM kit, 002-10070-00
📄 Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)

Timeline

📞
Case Linked Feb 5, 8:30 AM
Case Number: 00565579
Subject: Critical L2 Review - Healthcare
Status: Closed
⏳ 3.0 business days
📋
Work Order Created Feb 9, 3:01 PM
Work Order: WO-01350632
Type: Preventive Maintenance
Priority: P7
📅
▶
2 Status: Ready for Scheduling Feb 9, 3:19 PM
Status: Ready for Scheduling → Status: L2 Screening
🔍
Status: L2 Screening by Jessica Sells
From: Ready for Scheduling
To: L2 Screening
Duration in Previous: 1m
📦
▶
2 Parts Requested Feb 9, 3:32 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Keith Weiss
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 12m
⚠️ 5.0 business days
🔩
▶
2 2x Parts Added Feb 16, 12:53 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 6d 21h
👷
▶
4 Technician Assigned Feb 16, 4:22 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Melissa Owens
From: Reschedule
To: Assigned
Duration in Previous: 3h 28m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-17T20:00:00.000+0000
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 1m
🔄
Status: Reschedule by Melissa Owens Feb 17, 4:03 PM
From: Scheduled
To: Reschedule
Duration in Previous: 23h 39m
🗓️
▶
2 Status: Scheduled Feb 17, 4:48 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-23T19:30:00.000+0000
⏳ 4.9 business days
🔧
Status: Tech On Site by Christopher Morning Feb 23, 1:52 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 21h
⏱️
▶
2 Labor Added Feb 23, 2:09 PM
Labor Added → Status: Completed
✔️
Status: Completed by Christopher Morning
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 21m, 0m
⚠️ 5.0 business days
📄
Status: Ready to Bill by Diane Patton Feb 27, 9:23 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 19h
📨
▶
2 Status: Invoice Pending Feb 27, 10:54 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Feb 27, 3:42 PM
Invoice Number: SM-255178

Bottlenecks

Awaiting Parts
Duration: 4.4 business days (threshold: 3.0 business days)
Exceeded by 1.4 business days
Scheduled
Duration: 4.3 business days (threshold: 2.0 business days)
Exceeded by 2.3 business days
Closed
Duration: 4.6 business days (threshold: 1.0 business days)
Exceeded by 3.6 business days

🔗 Related Artifacts

📞
Case 00565579
Closed
📦
Parts Order 00089985
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Christopher Morning
Scheduled
Feb 23, 2:30 PM
Created
Feb 9, 3:01 PM
Invoice #
SM-255178

Work Details (3)

Name Type Status Qty Amount Date
WL-03107181 Parts Open 1 $324.00 Feb 16, 12:53 PM
WL-03107182 Expenses Open 1 $23.49 Feb 16, 12:53 PM
WL-03116277 Labor Open 0.25 $37.25 Feb 23, 2:09 PM

Details