Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350885 ↗ ServiceMax

HonorHealth Network • Inspection • PSM

📍 HonorHealth - Laveen (0330-0301) — 5130 W Baseline, Suite 102, Laveen AZ, 85339

Feb 10, 2026 → Mar 26, 2026

✅ Completed
PSM
SLA Clock
Last business day of February 2026 · Target: Feb 27, 2026
✗ SLA Missed (19 biz days late)
Active: 32 biz days
🕐 Clock stopped: Completed (Mar 27, 2026)
▶ Clock Running
Status: Created
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 10 → Feb 13, 2026
3 business days (counted)
Running total: 3 of ? biz days used
12d
▶ Clock Running
Status: On Hold
Feb 13 → Mar 4, 2026
12 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Mar 4 → Mar 4, 2026
0 business days (counted)
Running total: 15 of ? biz days used
13d
▶ Clock Running
Status: Assigned
Mar 4 → Mar 23, 2026
13 business days (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Entered
Mar 23 → Mar 23, 2026
0 business days (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: On Hold
Mar 23 → Mar 23, 2026
0 business days (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 23 → Mar 23, 2026
0 business days (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 23 → Mar 26, 2026
3 business days (counted)
Running total: 31 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 26 → Mar 27, 2026
1 business day (counted)
Running total: 32 of ? biz days used
Created: Feb 10, 2026 Completed: Mar 27, 2026
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Feb 10 → Feb 10 Created ▶ Running 0 0
Feb 10 → Feb 13 Ready for Scheduling ▶ Running 3 3
Feb 13 → Mar 4 On Hold ▶ Running 12 15
Mar 4 → Mar 4 Ready for Scheduling ▶ Running 0 15
Mar 4 → Mar 23 Assigned ▶ Running 13 28
Mar 23 → Mar 23 Entered ▶ Running 0 28
Mar 23 → Mar 23 On Hold ▶ Running 0 28
Mar 23 → Mar 23 Assigned ▶ Running 0 28
Mar 23 → Mar 26 Scheduled ▶ Running 3 31
Mar 26 → Mar 27 Tech On Site ▶ Running 1 32
Dispatch 0.0d
Holding 12.7d (excluded)
Coordinators 21.0d
Field Work 0.9d
Billing 28.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
12.7 days
Coordinators
21.0 days
Over SLA
Field Work
0.9 days
Billing
28.0 days
Over SLA
Created: Feb 10, 2026 Due: Mar 31, 2026 Completed: Mar 27, 2026 (4 days early)
📅
31.9 days Total Age
⏱️
28.0d in Billing Review Longest Stage
🔄
12 transitions Status Changes
⚠️
43.3d over Total Delay
📦
0 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 #00566846
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 101 https://www.ebiotrack.com/inspection.php?iid=32996
Priority
Standard
Origin
Email
Reason
New Case
Contact
Roxana Escamilla
Owner
Shelby Robinson
Created
Feb 10, 2026
Work Orders from this Case (1)
WO-01350885 (current) Invoiced
Inspection • Tyler Bollman
Created: Feb 10, 2026 • Closed: Mar 26, 2026
Completed with significant delays
Invoiced • 185 days old
🚨
Primary Delay 28.0 days stuck in "Billing Review"
⏱️
Total Delay 43.3 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
3.8d / 1.0d SLA
On Hold
12.7d
Assigned
13.6d / 0.5d SLA
Scheduled
3.6d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Billing Review
28.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/27/26 DPatton - All WO's must have a PO#. Do we have a PO for this?

3/26 KKelch called Roxana to reschedule for today between 11 and 11:30 am as the tech had room in his calendar. Customer confirmed. 

3/23 KKelch called Roxana back to schedule for 3/30 between 8 and 10 am. Customer confirmed. 

3/23 KKelch called Roxana to schedule for 3/25 between 8 and 10 am. Left VM. Placed on hold due to 3 failed attempts to schedule. 

3/18 KKelch called Roxana to schedule for 3/25 with arrival between 8 and 10 am. Left VM. 

3/16 KKelch called Roxana to schedule for 3/25 between 8 and 10 am. Left VM. 

🔧 Work Performed
Annual Equipment Electrical Safety Test And Calibration Service 68 items
🔍 Technician Findings
Annual Equipment Electrical Safety Test And Calibration Service
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 101 https://www.ebiotrack.com/inspection.php?iid=32996

Timeline

📞
Case Linked Feb 10, 6:02 AM
Case Number: 00566846
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Feb 10, 2:05 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 4.0 business days
⏸️
Status: On Hold by Kaitlyn Kelch Feb 13, 4:42 PM
From: Ready for Scheduling
To: On Hold
Duration in Previous: 3d 2h
🚨 12.9 business days
📅
Status: Ready for Scheduling by Scott Berry Mar 4, 12:47 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 18d 20h
👷
▶
2 Status: Assigned Mar 4, 2:35 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Tyler Bollman
🚨 14.0 business days
🆕
Status: Entered by Kaitlyn Kelch Mar 23, 11:31 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 18d 19h, 0m
👷
▶
3 Technician Assigned Mar 23, 3:08 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: On Hold, Assigned
To: Assigned, Scheduled
Duration in Previous: 3h 36m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-30T15:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Mar 26, 1:40 PM
Scheduled For: 2026-03-26T18:00:00.000+0000
🔧
Status: Tech On Site by Tyler Bollman Mar 26, 3:10 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 0h
⏱️
▶
2 4x Labor Added Mar 26, 7:56 PM
4x Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1.5
✔️
Status: Completed by Tyler Bollman Mar 26, 8:46 PM
From: Tech On Site
To: Completed
Duration in Previous: 5h 36m
🏁
Status: Closed by Tyler Bollman Mar 26, 10:17 PM
From: Completed
To: Closed
Duration in Previous: 1h 31m
💵
Status: Billing Review by Diane Patton Mar 27, 11:38 AM
From: Closed
To: Billing Review
Duration in Previous: 13h 21m
🚨 28.0 business days
📄
▶
3 Status: Ready to Bill May 5, 2:23 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created
Invoice Number: SM-261040

Bottlenecks

Ready for Scheduling
Duration: 3.6 business days (threshold: 1.0 business days)
Exceeded by 2.6 business days
Assigned
Duration: 13.6 business days (threshold: 4.0 business hours)
Exceeded by 13.1 business days
Scheduled
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days
Billing Review
Duration: 28.0 business days (threshold: 2.0 business days)
Exceeded by 26.0 business days

🔗 Related Artifacts

📞
Case 00566846
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Tyler Bollman
Scheduled
Mar 26, 2:00 PM
Created
Feb 10, 2:05 PM
Invoice #
SM-261040

Work Details (5)

Name Type Status Qty Amount Date
WL-03161721 Labor Open 1 $0.00 Mar 26, 7:56 PM
WL-03161722 Labor Open 6.25 $1,490.40 Mar 26, 7:56 PM
WL-03161723 Travel Open 25 - Mar 26, 7:56 PM
WL-03161724 Travel Open 25 - Mar 26, 7:56 PM
WL-03161725 Labor Open 1.5 $0.00 Mar 26, 7:59 PM

Details