Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351092 ↗ ServiceMax

VillageMD • Virtual Tech - Drop Shipment • PC

📍 Harbor Health - Preston Park — 1600 Preston Road, Plano TX, 75093

Feb 11, 2026 → May 14, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 14, 2026
✗ SLA Missed
Active: 6 biz days
Paused: 59 biz days
🕐 Clock stopped: Completed (May 14, 2026)
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸59d
⏸ Clock Paused
Status: Awaiting Parts
Feb 11 → May 6, 2026
59 business days (not counted)
6d
▶ Clock Running
Status: Reschedule
May 6 → May 14, 2026
6 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Assigned
May 14 → May 14, 2026
0 business days (counted)
Running total: 6 of ? biz days used
Created: Feb 11, 2026 Completed: May 14, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0
Feb 11 → May 6 Awaiting Parts ⏸ Paused 59 —
May 6 → May 14 Reschedule ▶ Running 6 6
May 14 → May 14 Assigned ▶ Running 0 6
Dispatch 0.0d
Material Management 59.9d
Coordinators 7.0d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
59.9 days
Over SLA
Coordinators
7.0 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Feb 11, 2026 Due: Mar 14, 2026 Completed: May 14, 2026 (60 days late)
📅
65.9 days Total Age
⏱️
59.9d in Awaiting Parts Longest Stage
🔄
6 transitions Status Changes
⚠️
62.8d 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 #00567437
Closed
AED is beeping and needs a new battery
Priority
High
Origin
Phone
Reason
New Case
Contact
Kamil Holley
Owner
Wendy Argueta
Created
Feb 11, 2026
Work Orders from this Case (1)
WO-01351092 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Feb 11, 2026 • Closed: May 14, 2026
Completed with significant delays
Invoiced • 183 days old
🚨
Primary Delay 59.9 days stuck in "Awaiting Parts"
⏱️
Total Delay 62.8 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
59.9d / 3.0d SLA
Reschedule
7.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Parts ordered and shipped to site
🔍 Technician Findings
Parts ordered and shipped to site
⚠️ Problem Description
AED is beeping and needs a new battery https://www.ebiotrack.com/workorder.php?wo=71592

Timeline

📞
▶
4 Case Linked Feb 11, 11:27 AM
Case Linked → Work Order Created → Parts Requested → Status: Awaiting Parts
📋
Work Order Created
Work Order: WO-01351092
Type: Virtual Tech - Drop Shipment
Priority: PC
📦
Parts Requested
Order: 00090137
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 59.9 business days
🔩
▶
2 2x Parts Added May 6, 8:16 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 83d 19h
⚠️ 7.0 business days
⏱️
▶
4 Labor Added May 14, 12:47 PM
Labor Added → Technician Assigned → Status: Assigned → Status: Closed
👷
Technician Assigned by Wendy Argueta
Technician: Virtual Tech
👷
Status: Assigned by Wendy Argueta
From: Reschedule, Assigned
To: Assigned, Completed
Duration in Previous: 8d 4h, 0m
🏁
Status: Closed by Wendy Argueta
From: Completed
To: Closed
Duration in Previous: 0m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill May 15, 2:10 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🚨 33.0 business days
🧾
Invoice Created Jul 2, 4:32 PM
Invoice Number: SM-262206

Bottlenecks

Awaiting Parts
Duration: 59.9 business days (threshold: 3.0 business days)
Exceeded by 56.9 business days
Reschedule
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.2 business hours

🔗 Related Artifacts

📞
Case 00567437
Closed
📦
Parts Order 00090137
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 11, 11:30 AM
Invoice #
SM-262206

Work Details (3)

Name Type Status Qty Amount Date
WL-03216097 Parts Open 1 $369.40 May 6, 8:16 AM
WL-03216098 Expenses Open 1 $60.00 May 6, 8:16 AM
WL-03226253 Labor Open 0.05 $31.57 May 14, 12:47 PM

Details