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WO-01351000 ↗ ServiceMax

VillageMD • Virtual Tech - Field Repair • P3

📍 VM McDonough - (GA71-S50093) — 210 College St, McDonough GA, 30253

Feb 11, 2026 → Feb 23, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 17, 2026
✗ SLA Missed (2 biz days late)
Active: 5 biz days
Paused: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 24, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Feb 11 → Feb 17, 2026
3 business days (not counted)
3d
▶ Clock Running
Status: Reschedule
Feb 17 → Feb 20, 2026
3 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 20 → Feb 24, 2026
2 business days (counted)
Running total: 5 of 3 biz days used
Created: Feb 11, 2026 Completed: Feb 24, 2026
Business Days Used 5 / 3
0 3d budget +2d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0 / 3
Feb 11 → Feb 17 Awaiting Parts ⏸ Paused 3 —
Feb 17 → Feb 20 Reschedule ▶ Running 3 3 / 3
Feb 20 → Feb 20 Assigned ▶ Running 0 3 / 3
Feb 20 → Feb 24 Scheduled ▶ Running 2 5 / 3
Dispatch 0.0d
Material Management 4.0d
Coordinators 5.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.0 days
Over SLA
Coordinators
5.5 days
Over SLA
Billing
0.0 days
Created: Feb 11, 2026 Due: Feb 24, 2026 Completed: Feb 24, 2026 (on time)
📅
8.6 days Total Age
⏱️
4.0d in Awaiting Parts Longest Stage
🔄
6 transitions Status Changes
⚠️
4.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566705
Follow up to WO-01313237
Closed
Follow up to WO-01313237 Inspection #: 31023 Asset ID: 6129440 Serial #: None Model: Welch Allyn - 767 Series Notes: Noticeable physical damage on device Follow-up required. 2/9 DI: One rheostat handle has exposed wiring and the other handle does not turn/adjust - need to replace both rheostat handles on this device
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ricky Deloach
Owner
Virtual Tech
Created
Feb 9, 2026
Work Orders from this Case (1)
WO-01351000 (current) Invoiced
Virtual Tech - Field Repair • Henry Holmes
Created: Feb 11, 2026 • Closed: Feb 23, 2026
Completed with minor delays
Invoiced • 183 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
3.3d / 2.0d SLA
Scheduled
2.3d / 2.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/20/26 AJinerson - Call logged on WO-01352277 with Ricky Deloach. Tech already scheduled to go on-site for WO-01352277 on Monday, 2/23. Adding this to same service visit.



2/18/26 RBerry- Updated due date based on parts. Removed delay code.

🔧 Work Performed
replaced handles tested unit and returned to service
🔍 Technician Findings
exposed wires
⚠️ Problem Description
Follow up to WO-01313237 Inspection #: 31023 Asset ID: 6129440 Serial #: None Model: Welch Allyn - 767 Series Notes: Noticeable physical damage on device Follow-up required. 2/9 DI: One rheostat handle has exposed wiring and the other handle does not turn/adjust - need to replace both rheostat handles on this device https://www.ebiotrack.com/workorder.php?wo=71568

Timeline

📞
Case Linked Feb 9, 2:33 PM
Case Number: 00566705
Subject: Follow up to WO-01313237
Status: Closed
⏳ 3.0 business days
📋
▶
3 Work Order Created Feb 11, 8:05 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090108
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 17, 4:47 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 6d 8h
⏳ 3.9 business days
👷
▶
3 Technician Assigned Feb 20, 1:27 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Abby Jinerson
From: Reschedule, Assigned
To: Assigned, Scheduled
Duration in Previous: 2d 20h, 0m
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-23T14:00:00.000+0000
⏳ 2.0 business days
⏱️
▶
2 Labor Added Feb 23, 11:28 PM
Labor Added → Status: Completed
✔️
Status: Completed by Henry Holmes
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 3d 10h, 0m
⏳ 3.1 business days
📄
▶
2 Status: Ready to Bill Feb 26, 2:00 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1m, 0m
🚨 12.0 business days
🧾
Invoice Created Mar 13, 12:26 PM
Invoice Number: SM-254997

Bottlenecks

Awaiting Parts
Duration: 4.0 business days (threshold: 3.0 business days)
Exceeded by 1.0 business days
Reschedule
Duration: 3.3 business days (threshold: 2.0 business days)
Exceeded by 1.3 business days
Scheduled
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.0 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00566705
Closed
📦
Parts Order 00090108
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Henry Holmes
Scheduled
Feb 23, 9:00 AM
Created
Feb 11, 8:05 AM
Invoice #
SM-254997

Work Details (3)

Name Type Status Qty Amount Date
WL-03109021 Parts Open 2 $531.90 Feb 17, 4:47 PM
WL-03109022 Expenses Open 1 $16.79 Feb 17, 4:47 PM
WL-03117092 Labor Open 0.75 $94.71 Feb 23, 11:28 PM

Details