Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351164 ↗ ServiceMax

Advanced Dermatology and Cosmetic Surgery (ADCS) • Virtual Tech - Field Repair • P3

📍 ADCS - 265 - Spartanburg — 1650 Skylyn Drive Suite 402, Spartanburg SC, 29307

Feb 11, 2026 → Feb 18, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 17, 2026
✗ SLA Missed (1 biz days late)
Active: 4 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 18, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 12, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 12 → Feb 18, 2026
3 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
Created: Feb 11, 2026 Completed: Feb 18, 2026
Business Days Used 4 / 3
0 3d budget +1d 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 12 Ready for Scheduling ▶ Running 1 1 / 3
Feb 12 → Feb 12 Assigned ▶ Running 0 1 / 3
Feb 12 → Feb 18 Scheduled ▶ Running 3 4 / 3
Feb 18 → Feb 18 Tech On Site ▶ Running 0 4 / 3
Dispatch 0.0d
Coordinators 5.7d
Field Work 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
5.7 days
Over SLA
Field Work
0.0 days
Created: Feb 11, 2026 Due: Feb 16, 2026 Completed: Feb 18, 2026 (1 days late)
📅
4.6 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
4.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00567406
L2 review - HCP
Closed
Please send a technician to location 265 - Spartanburg to assess and repair their chair ASAP. Model #: 119-014 / Serial #: EY001664
Priority
Standard
Origin
Email
Reason
New Case
Contact
Christy Crain
Owner
Virtual Tech
Created
Feb 11, 2026
Work Orders from this Case (1)
WO-01351164 (current) Invoiced
Virtual Tech - Field Repair • Eric Colon
Created: Feb 11, 2026 • Closed: Feb 18, 2026
Completed with minor delays
Invoiced • 183 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 4.8 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
Ready for Scheduling
1.6d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/12 MOwens Called and spoke to Christy Crain. I offered the first open date for the tech on 2/18 with arrival between 10-11am. She said she would take that opening. I will let her know if I can get him there before that date if an opening comes available.

🔧 Work Performed
2/18/26- EColon- Arrived on-site, checked in with POC. Customer said chair was headrest was too hard to unlock/ adjust. Looked up headrest adjustment procedure. Adjusted headrest tension so that it was easily adjusted and re positioned. Had one of the users test to ensure it was easy for them to make adjustments. Function tested unit. Unit fully functional
🔍 Technician Findings
Headrest lock handles too hard to unlock
⚠️ Problem Description
Please send a technician to location 265 - Spartanburg to assess and repair their chair ASAP. Customer is unable to adjust the headrest. Rust is present. Model #: 119-014 / Serial #: EY001664 https://www.ebiotrack.com/workorder.php?wo=71600

Timeline

📞
Case Linked Feb 11, 10:49 AM
Case Number: 00567406
Subject: L2 review - HCP
Status: Closed
📋
▶
2 Work Order Created Feb 11, 2:30 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Tonya Santiago
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Feb 12, 9:40 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19h 9m
🗓️
▶
2 Status: Scheduled Feb 12, 11:11 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-18T15:00:00.000+0000
⏳ 4.0 business days
🚗
2x Travel Added Feb 18, 10:58 AM
Type: Travel, Labor
Status: Open
Qty: 107, 2
⏱️
▶
3 Labor Added Feb 18, 4:55 PM
Labor Added → Status: Tech On Site → Status: Closed
🔧
Status: Tech On Site by Eric Colon
From: Scheduled, Tech On Site
To: Tech On Site, Completed
Duration in Previous: 6d 5h, 0m
🏁
Status: Closed by Eric Colon
From: Completed
To: Closed
Duration in Previous: 0m
⏳ 3.9 business days
📄
▶
2 Status: Ready to Bill Feb 23, 10:05 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254643

Bottlenecks

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.5 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days

🔗 Related Artifacts

📞
Case 00567406
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Eric Colon
Scheduled
Feb 18, 10:00 AM
Created
Feb 11, 2:30 PM
Invoice #
SM-254643

Work Details (3)

Name Type Status Qty Amount Date
WL-03110153 Travel Open 107 - Feb 18, 10:58 AM
WL-03110154 Labor Open 2 $182.00 Feb 18, 10:58 AM
WL-03110834 Labor Open 1 $149.00 Feb 18, 4:55 PM

Details