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WO-01351015 ↗ ServiceMax

Sono Bello • Virtual Tech - Field Repair • P3

📍 AZ-Scottsdale — 9377 E. Bell Road Suite 155, SCOTTSDALE AZ, 85260

Feb 11, 2026 → Feb 17, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 17, 2026
✗ SLA Missed
Active: 3 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 17, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
2d
▶ Clock Running
Status: Assigned
Feb 11 → Feb 16, 2026
2 business days (counted)
Running total: 2 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 17, 2026
1 business day (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
Created: Feb 11, 2026 Completed: Feb 17, 2026
Business Days Used 3 / 3
0 3d budget
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 11 Ready for Scheduling ▶ Running 0 0 / 3
Feb 11 → Feb 16 Assigned ▶ Running 2 2 / 3
Feb 16 → Feb 17 Scheduled ▶ Running 1 3 / 3
Feb 17 → Feb 17 Tech On Site ▶ Running 0 3 / 3
Dispatch 0.0d
Coordinators 4.0d
Field Work 0.4d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
4.0 days
Over SLA
Field Work
0.4 days
Billing
0.0 days
Created: Feb 11, 2026 Due: Feb 16, 2026 Completed: Feb 17, 2026 (on time)
📅
4.0 days Total Age
⏱️
3.5d in Closed Longest Stage
🔄
8 transitions Status Changes
⚠️
5.0d 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 #00567264
WO#68928 Follow-up
Closed
headrest/armrest drooping Our Scottsdale center has reached out to let us know that the same issue has reappeared with the bed. We will likely replace this bed in the future but until then could we have a tech out to reevaluate the bed?
Priority
Standard
Origin
Email
Reason
New Case
Contact
MER TEAM
Owner
Virtual Tech
Created
Feb 10, 2026
Work Orders from this Case (1)
WO-01351015 (current) Invoiced
Virtual Tech - Field Repair • Tyler Bollman
Created: Feb 11, 2026 • Closed: Feb 17, 2026
Completed with minor delays
Invoiced • 183 days old
🚨
Primary Delay 3.5 days stuck in "Closed"
⏱️
Total Delay 5.0 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
Assigned
3.0d / 0.5d SLA
Scheduled
1.0d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/16 KKelch scheduled per logged email from Alayah

2/14/2026 Sramen - found this contact info in the service request email to VT: MER team 425-202-1203 or mer@sonobello.com (Medical Equipment Repair team)

2/11 KKelch sent an email for scheduling

2/11 KKelch sent an email for scheduling

🔧 Work Performed
Tested and confirmed operation. Equipment is operating perfectly the backs of the chairs will travel past flat before it hits limit. The stop point should be controlled by the operator for patient comfort not the system safety limit switches.
🔍 Technician Findings
Tech was informed a surgery was happing in that rooms and was asked to return at 1130
⚠️ Problem Description
headrest/armrest drooping Our Scottsdale center has reached out to let us know that the same issue has reappeared with the bed. We will likely replace this bed in the future but until then could we have a tech out to reevaluate the bed? https://www.ebiotrack.com/workorder.php?wo=71573

Timeline

📞
Case Linked Feb 10, 5:57 PM
Case Number: 00567264
Subject: WO#68928 Follow-up
Status: Closed
📋
▶
2 Work Order Created Feb 11, 9:04 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Wendy Argueta
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Feb 11, 9:11 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6m
⏳ 3.0 business days
👷
▶
3 Technician Assigned Feb 16, 9:16 AM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 5d 0h
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-17T16:00:00.000+0000
⏳ 1.0 business days
🔧
Status: Tech On Site by Tyler Bollman Feb 17, 12:03 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 2h
🚗
Travel Added Feb 17, 12:15 PM
Type: Travel
Status: Open
Qty: 43
⏱️
Labor Added Feb 17, 12:46 PM
Type: Labor
Status: Open
Qty: 1.5
🚗
2x Travel Added Feb 17, 12:52 PM
Type: Travel, Labor
Status: Open
Qty: 8, 0.5
⏱️
Labor Added Feb 17, 2:15 PM
Type: Labor
Status: Open
Qty: 1
✔️
▶
2 Status: Completed Feb 17, 3:21 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Tyler Bollman
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Feb 20, 9:59 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 1.0 business days
🧾
Invoice Created Feb 22, 1:47 PM
Invoice Number: SM-254564

Bottlenecks

Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Closed
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days

🔗 Related Artifacts

📞
Case 00567264
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Tyler Bollman
Scheduled
Feb 17, 11:00 AM
Created
Feb 11, 9:04 AM
Invoice #
SM-254564

Work Details (5)

Name Type Status Qty Amount Date
WL-03108638 Travel Open 43 - Feb 17, 12:15 PM
WL-03108661 Labor Open 1.5 $178.50 Feb 17, 12:46 PM
WL-03108668 Travel Open 8 - Feb 17, 12:52 PM
WL-03108669 Labor Open 0.5 $0.00 Feb 17, 12:52 PM
WL-03108741 Labor Open 1 $119.00 Feb 17, 2:15 PM

Details