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WO-01350749 ↗ ServiceMax

Advanced Dermatology and Cosmetic Surgery (ADCS) • Virtual Tech - Field Repair • P3

📍 ADCS - 263 - Mason — 4834 Socialville Foster Rd. Suite 20, Mason OH, 45040

Feb 10, 2026 → Feb 19, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 13, 2026
✗ SLA Missed (1 biz days late)
Active: 4 biz days
Paused: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 20, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Feb 10 → Feb 13, 2026
3 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
0d
▶ Clock Running
Status: Assigned
Feb 13 → Feb 16, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 19, 2026
3 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 19 → Feb 20, 2026
1 business day (counted)
Running total: 4 of 3 biz days used
Created: Feb 10, 2026 Completed: Feb 20, 2026
Business Days Used 4 / 3
0 3d budget +1d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Feb 10 → Feb 10 Created ▶ Running 0 0 / 3
Feb 10 → Feb 13 Awaiting Parts ⏸ Paused 3 —
Feb 13 → Feb 13 Reschedule ▶ Running 0 0 / 3
Feb 13 → Feb 16 Assigned ▶ Running 0 0 / 3
Feb 16 → Feb 19 Scheduled ▶ Running 3 3 / 3
Feb 19 → Feb 20 Tech On Site ▶ Running 1 4 / 3
Dispatch 0.0d
Material Management 4.0d
Coordinators 4.1d
Field Work 1.1d
Billing 1.9d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.0 days
Over SLA
Coordinators
4.1 days
Over SLA
Field Work
1.1 days
Over SLA
Billing
1.9 days
Created: Feb 10, 2026 Due: Feb 23, 2026 Completed: Feb 20, 2026 (3 days early)
📅
7.2 days Total Age
⏱️
4.0d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
4.5d 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 #00566756
L2 review - HCP
Closed
Follow-up to WO-01349253 Tech Franco Jackson Ritter 119 SN EM3845 Requires Parts 002-0124-00 hose assembly needed
Priority
High
Origin
Created From WO
Reason
New Case
Contact
Chasidy Martinez
Owner
Virtual Tech
Created
Feb 9, 2026
Work Orders from this Case (1)
WO-01350749 (current) Invoiced
Virtual Tech - Field Repair • Franco Jackson
Created: Feb 10, 2026 • Closed: Feb 19, 2026
Completed with minor delays
Invoiced • 185 days old
🚨
Primary Delay 4.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 4.5 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
4.0d / 3.0d SLA
Reschedule
0.2d / 2.0d SLA
Assigned
0.9d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.1d / 1.0d SLA
Billing Correction Needed
1.9d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/24/26 DPaton - Part with no price; emailed MM.

2/16/2026 CRamen scheduled for Thursday 2/19/2026 with tech arrival between 8-10am. Tracking 1Z9331860392472396 states delivery 2/18. Logged email.


2/13/2026 CRamen left a vm for a returned call to schedule for Thursday 2/19/2026 with tech arrival between 8-10am. Tracking 1Z9331860392472396 states delivery 2/18. Logged email. Placeholder set


2/13/2026 CRamen Parts deliver nw Wednesday

🔧 Work Performed
19feb2026 fjackson replaced hydraulic hose and added additional oil, verified working ok, cleaned up oil
🔍 Technician Findings
hose part to be replaced
⚠️ Problem Description
Follow-up to WO-01349253 Tech Franco Jackson Ritter 119 SN EM3845 Requires Parts 002-0124-00 hose assembly needed https://www.ebiotrack.com/workorder.php?wo=71539

Timeline

📞
Case Linked Feb 9, 4:17 PM
Case Number: 00566756
Subject: L2 review - HCP
Status: Closed
📋
▶
3 Work Order Created Feb 10, 8:49 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090014
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⏳ 4.0 business days
🔩
▶
2 2x Parts Added Feb 13, 9:54 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 3d 1h
👷
▶
2 Technician Assigned Feb 13, 11:43 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Reschedule
To: Assigned
Duration in Previous: 1h 48m
⏳ 1.0 business days
🗓️
▶
2 Status: Scheduled Feb 16, 9:40 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-02-19T14:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Charles Ramen Feb 18, 10:42 AM
Scheduled For: 2026-02-19T13:30:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Robert Jackson Feb 19, 12:07 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 2h
⏱️
▶
3 3x Labor Added Feb 19, 8:49 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Robert Jackson
From: Tech On Site
To: Completed
Duration in Previous: 8h 43m
🏁
Status: Closed by Robert Jackson
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 3.4 business days
💳
Status: Billing Correction Needed by Diane Patton Feb 24, 12:03 PM
From: Closed
To: Billing Correction Needed
Duration in Previous: 4d 15h
🏁
Status: Closed by Diane Patton Feb 25, 9:04 AM
From: Billing Correction Needed
To: Closed
Duration in Previous: 21h 0m
📄
▶
2 Status: Ready to Bill Feb 25, 9:33 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254837

Bottlenecks

Awaiting Parts
Duration: 4.0 business days (threshold: 3.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 7.3 business hours (threshold: 4.0 business hours)
Exceeded by 3.3 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.7 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00566756
Closed
📦
Parts Order 00090014
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Franco Jackson
Scheduled
Feb 19, 8:30 AM
Created
Feb 10, 8:49 AM
Invoice #
SM-254837

Work Details (5)

Name Type Status Qty Amount Date
WL-03104723 Parts Open 1 $122.65 Feb 13, 9:54 AM
WL-03104724 Expenses Open 1 $22.96 Feb 13, 9:54 AM
WL-03113159 Labor Open 0.5 $45.50 Feb 19, 8:49 PM
WL-03113160 Labor Open 1 $149.00 Feb 19, 8:49 PM
WL-03113161 Travel Open 23 - Feb 19, 8:49 PM

Details