Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351050 ↗ ServiceMax

MOPEC • Repair • P7

📍 Cambridge Health — 1493 Cambridge St, Cambridge MA, 02115

Feb 11, 2026 → Mar 4, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Feb 23, 2026
✗ SLA Missed (2 biz days late)
Active: 9 biz days
Paused: 5 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Mar 4, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Scheduled
Feb 11 → Feb 12, 2026
1 business day (counted)
Running total: 1 of 7 biz days used
▶ Clock Running
Status: Reschedule
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 1 of 7 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 12 → Feb 17, 2026
2 business days (counted)
Running total: 3 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 3 of 7 biz days used
▶ Clock Running
Status: Completed
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 3 of 7 biz days used
2d
▶ Clock Running
Status: Incomplete
Feb 17 → Feb 19, 2026
2 business days (counted)
Running total: 5 of 7 biz days used
▶ Clock Running
Status: Reschedule
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 5 of 7 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 19 → Feb 19, 2026
0 business days (not counted)
▶ Clock Running
Status: Incomplete
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 5 of 7 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 19 → Feb 20, 2026
1 business day (not counted)
▶ Clock Running
Status: Reschedule
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 5 of 7 biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts
Feb 20 → Feb 26, 2026
4 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 5 of 7 biz days used
▶ Clock Running
Status: Entered
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 5 of 7 biz days used
▶ Clock Running
Status: Assigned
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 5 of 7 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 26 → Mar 2, 2026
2 business days (counted)
Running total: 7 of 7 biz days used
▶ Clock Running
Status: Entered
Mar 2 → Mar 2, 2026
0 business days (counted)
Running total: 7 of 7 biz days used
▶ Clock Running
Status: Assigned
Mar 2 → Mar 2, 2026
0 business days (counted)
Running total: 7 of 7 biz days used
▶ Clock Running
Status: Scheduled
Mar 2 → Mar 3, 2026
1 business day (counted)
Running total: 8 of 7 biz days used
▶ Clock Running
Status: Entered
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 8 of 7 biz days used
▶ Clock Running
Status: Assigned
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 8 of 7 biz days used
▶ Clock Running
Status: Scheduled
Mar 3 → Mar 4, 2026
1 business day (counted)
Running total: 9 of 7 biz days used
Created: Feb 11, 2026 Completed: Mar 4, 2026
Business Days Used 9 / 7
0 7d budget +2d over
Show SLA Clock Detail (25 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0 / 7
Feb 11 → Feb 11 Ready for Scheduling ▶ Running 0 0 / 7
Feb 11 → Feb 11 Assigned ▶ Running 0 0 / 7
Feb 11 → Feb 12 Scheduled ▶ Running 1 1 / 7
Feb 12 → Feb 12 Reschedule ▶ Running 0 1 / 7
Feb 12 → Feb 17 Scheduled ▶ Running 2 3 / 7
Feb 17 → Feb 17 Tech On Site ▶ Running 0 3 / 7
Feb 17 → Feb 17 Completed ▶ Running 0 3 / 7
Feb 17 → Feb 19 Incomplete ▶ Running 2 5 / 7
Feb 19 → Feb 19 Reschedule ▶ Running 0 5 / 7
Feb 19 → Feb 19 Awaiting Parts - Customer ⏸ Paused 0 —
Feb 19 → Feb 19 Incomplete ▶ Running 0 5 / 7
Feb 19 → Feb 20 Awaiting Parts - Customer ⏸ Paused 1 —
Feb 20 → Feb 20 Reschedule ▶ Running 0 5 / 7
Feb 20 → Feb 26 Awaiting Parts ⏸ Paused 4 —
Feb 26 → Feb 26 Reschedule ▶ Running 0 5 / 7
Feb 26 → Feb 26 Entered ▶ Running 0 5 / 7
Feb 26 → Feb 26 Assigned ▶ Running 0 5 / 7
Feb 26 → Mar 2 Scheduled ▶ Running 2 7 / 7
Mar 2 → Mar 2 Entered ▶ Running 0 7 / 7
Mar 2 → Mar 2 Assigned ▶ Running 0 7 / 7
Mar 2 → Mar 3 Scheduled ▶ Running 1 8 / 7
Mar 3 → Mar 3 Entered ▶ Running 0 8 / 7
Mar 3 → Mar 3 Assigned ▶ Running 0 8 / 7
Mar 3 → Mar 4 Scheduled ▶ Running 1 9 / 7
Dispatch 0.0d
Material Management 6.1d
Coordinators 12.8d
Field Work 0.7d
Incomplete 2.5d (excluded)
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
6.1 days
Over SLA
Coordinators
12.8 days
Over SLA
Field Work
0.7 days
Incomplete (excluded from total)
2.5 days
Billing
0.0 days
Created: Feb 11, 2026 Due: Mar 3, 2026 Completed: Mar 4, 2026 (on time)
📅
15.0 days Total Age
⏱️
5.0d in Awaiting Parts Longest Stage
🔄
20 transitions Status Changes
⚠️
6.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (4 reschedules)
2 on-site visits — follow-up trip required
Visit 1 Feb 17, 2026
Visit 2 Mar 4, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566288
Cambridge Repair Quote
Closed
Q-00032437 Replace floats in formalin dispensing container inside station, replace disposal button MB1060R MB1060R-0192475-01
Priority
High
Origin
Email
Reason
New Case
Contact
Jessica Texeira
Owner
Sherry Reich
Created
Feb 6, 2026
Work Orders from this Case (1)
WO-01351050 (current) Invoiced
Repair • David Cavaco
Created: Feb 11, 2026 • Closed: Mar 4, 2026
Completed with minor delays
Invoiced • 183 days old
🚨
Primary Delay 5.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 6.3 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
0.1d / 1.0d SLA
Assigned
0.5d / 0.5d SLA
Scheduled
11.2d / 2.0d SLA
Reschedule
1.0d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Incomplete
2.5d
Awaiting Parts - Customer
1.1d
Awaiting Parts
5.0d / 3.0d SLA
Closed
3.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

TBA exceeded quote due to additional trip needed.

2/27/26 RBerry- Updated due date based on parts. Updated delay code. Sent teams chat to ASC asking if this WO can be moved up to 3/3/26 to meet SLA.


2/26 KSmith -- Scheduled for 3/4 with Jessica. 9-11am

2/26 KSmith -- Responded to Jessica's email providing 3/4 as a scheduled date and am awaiting response. (LT)

2/26 KSmith -- Per Jessica, the parts have arrived

2/20/26 RBerry- Found WO in awaiting parts customer. Mopec is sending parts. Chattered technician to place a dummy parts order, in order for this WO to go into the correct status


2/19 KWeiss, W/O is a Mopec dispatch, parts being supplied by Mopec. Nothing for L2 to have quoted or parts ordered. Moving to awaiting parts-customer.

2/19 KSmith -- Jessica advised they do not have the parts yet. Followed up with Nick for tracking on the parts.

2/19 KSmith -- Sent email to Jessica to schedule for tomorrow.

2/19 KSmith -- Per Lisa, customer has all the parts are and ready for service

2/12 KSmith -- Scheduled for 2/17 with Jessica. 10am-12pm

2/12 KSmith -- Teams message from Shawn to try rescheduling this for 2/17, due to FSE needing a rental car to fit into parking in the area

2/11 KSmith -- Scheduled for Friday with Jessica. 12pm-2pm

2/11 KSmith -- Sent email to schedule for Friday

🔧 Work Performed
Removed side panel to access disposal button. Notified Mopec that we will need a new button for this unit. Had to ask facility maintenance to remove drain plumbing so I could move unit away from wall to access back panel. Removed back panel so i could access both large and small floats in formalin container. Once floats were replaced the plumbers returned to reconnect drains. Once drains were connected and floats were in, I was able to reinstall all access panels. Once everything was buttoned up, I asked customer to refill formalin container and unit filled properly and stopped automatically when full. 3/4 DC Replaced disposal button and performed function test of unit.
🔍 Technician Findings
Disposal button broken. Customer states that unit does not stop pumping when refilling formalin.
⚠️ Problem Description
Q-00032437 Replace floats in formalin dispensing container inside station, replace disposal button MB1060R MB1060R-0192475-01
📄 Description
Mopec - MB1060 - Grossing Station

Timeline

📞
Case Linked Feb 6, 4:22 PM
Case Number: 00566288
Subject: Cambridge Repair Quote
Status: Closed
⏳ 4.0 business days
📋
▶
3 Work Order Created Feb 11, 10:21 AM
Work Order Created → Expenses Added → Status: Ready for Scheduling
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Technician Assigned Feb 11, 11:11 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 48m
📅
▶
2 Dispatch Scheduled Feb 11, 3:06 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 3h 54m
🔄
Status: Reschedule by Kourtney Smith Feb 12, 10:36 AM
From: Scheduled
To: Reschedule
Duration in Previous: 19h 30m
📅
▶
2 Dispatch Scheduled Feb 12, 11:22 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Reschedule
To: Scheduled
Duration in Previous: 45m
⏳ 3.0 business days
🔧
Status: Tech On Site by Paul Bonang Feb 17, 11:58 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 0h
⏱️
▶
2 5x Labor Added Feb 17, 5:53 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Paul Bonang
From: Tech On Site, Completed
To: Completed, Incomplete
Duration in Previous: 5h 58m, 0m
⏳ 2.8 business days
🔄
Status: Reschedule by Kourtney Smith Feb 19, 12:54 PM
From: Incomplete
To: Reschedule
Duration in Previous: 1d 18h
👤
Status: Awaiting Parts - Customer by Kourtney Smith Feb 19, 3:21 PM
From: Reschedule
To: Awaiting Parts - Customer
Duration in Previous: 2h 26m
⚠️
Status: Incomplete by Kourtney Smith Feb 19, 3:34 PM
From: Awaiting Parts - Customer
To: Incomplete
Duration in Previous: 13m
👤
Status: Awaiting Parts - Customer by Keith Weiss Feb 19, 6:27 PM
From: Incomplete
To: Awaiting Parts - Customer
Duration in Previous: 2h 52m
🔄
▶
3 Status: Reschedule Feb 20, 8:22 AM
Status: Reschedule → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090776
Status: Closed
📦
Status: Awaiting Parts by Shawn Rogers
From: Reschedule
To: Awaiting Parts
Duration in Previous: 4m
⚠️ 5.0 business days
🔄
Status: Reschedule by Kourtney Smith Feb 26, 8:23 AM
From: Awaiting Parts
To: Reschedule
Duration in Previous: 5d 23h
🆕
▶
3 Status: Entered Feb 26, 1:12 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Luis Torres
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-04T15:00:00.000+0000
⏳ 3.0 business days
🆕
▶
3 Status: Entered Mar 2, 9:20 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Paul Bonang Jr
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-04T14:00:00.000+0000, 2026-03-04T14:30:00.000+0000
⏳ 2.0 business days
🆕
▶
3 Status: Entered Mar 3, 9:55 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: David Cavaco
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-04T14:30:00.000+0000
⏳ 2.0 business days
⏱️
▶
2 7x Labor Added Mar 4, 2:07 PM
7x Labor Added → Status: Completed
✔️
Status: Completed by DAVID CAVACO
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 1d 4h, 0m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Mar 9, 5:45 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🚨 79.8 business days
🧾
Invoice Created Jun 30, 4:33 PM
Invoice Number: SM-256041

Bottlenecks

Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 7.6 business hours
Awaiting Parts
Duration: 5.0 business days (threshold: 3.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.8 business hours
Closed
Duration: 3.6 business days (threshold: 1.0 business days)
Exceeded by 2.6 business days

🔗 Related Artifacts

📞
Case 00566288
Closed
📦
Parts Order 00090776
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
Corporate
Technician
David Cavaco
Scheduled
Mar 4, 9:30 AM
Created
Feb 11, 10:21 AM
Invoice #
SM-256041

Work Details (13)

Name Type Status Qty Amount Date
WL-03100721 Expenses Open 1 $0.00 Feb 11, 10:21 AM
WL-03109207 Labor Open 0.5 $0.00 Feb 17, 5:53 PM
WL-03109208 Labor Open 4 $476.00 Feb 17, 5:53 PM
WL-03109209 Labor Open 2 $0.00 Feb 17, 5:53 PM
WL-03109210 Travel Open 6 $85.00 Feb 17, 5:53 PM
WL-03109211 Travel Open 75 $0.00 Feb 17, 5:53 PM
WL-03129856 Labor Open 3 $0.00 Mar 4, 2:07 PM
WL-03129857 Labor Open 0.5 $119.00 Mar 4, 2:07 PM
WL-03129858 Labor Open 2 $0.00 Mar 4, 2:07 PM
WL-03129859 Travel Open 63 $340.00 Mar 4, 2:07 PM
WL-03129860 Travel Open 63 $0.00 Mar 4, 2:07 PM
WL-03129862 Parts Open 1 $0.00 Mar 4, 2:08 PM
WL-03129863 Expenses Open 1 $0.00 Mar 4, 2:08 PM

Details