Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351369 ↗ ServiceMax

VillageMD • Inspection • PSM

📍 VM Westheimer - (TX25-C15942) — 6520 Westheimer Rd., Houston TX, 77057

Feb 12, 2026 → Jun 15, 2026

✅ Completed
PSM
SLA Clock
Last business day of February 2026 · Target: Feb 27, 2026
✗ SLA Missed (75 biz days late)
Active: 86 biz days
🕐 Clock stopped: Tech Off Site (Jun 16, 2026)
▶ Clock Running
Status: Created
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of ? biz days used
16d
▶ Clock Running
Status: Assigned
Feb 12 → Mar 9, 2026
16 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Entered
Mar 9 → Mar 9, 2026
0 business days (counted)
Running total: 16 of ? biz days used
66d
▶ Clock Running
Status: On Hold
Mar 9 → Jun 10, 2026
66 business days (counted)
Running total: 82 of ? biz days used
▶ Clock Running
Status: Assigned
Jun 10 → Jun 10, 2026
0 business days (counted)
Running total: 82 of ? biz days used
▶ Clock Running
Status: Scheduled
Jun 10 → Jun 15, 2026
3 business days (counted)
Running total: 85 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jun 15 → Jun 16, 2026
1 business day (counted)
Running total: 86 of ? biz days used
Created: Feb 12, 2026 Tech Off Site: Jun 16, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Feb 12 → Feb 12 Created ▶ Running 0 0
Feb 12 → Feb 12 Ready for Scheduling ▶ Running 0 0
Feb 12 → Mar 9 Assigned ▶ Running 16 16
Mar 9 → Mar 9 Entered ▶ Running 0 16
Mar 9 → Jun 10 On Hold ▶ Running 66 82
Jun 10 → Jun 10 Assigned ▶ Running 0 82
Jun 10 → Jun 15 Scheduled ▶ Running 3 85
Jun 15 → Jun 16 Tech On Site ▶ Running 1 86
Dispatch 0.0d
Holding 67.0d (excluded)
Coordinators 20.8d
Field Work 1.2d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
67.0 days
Coordinators
20.8 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
0.0 days
Created: Feb 12, 2026 Due: Apr 30, 2026 Completed: Jun 16, 2026 (46 days late)
📅
86.2 days Total Age
⏱️
67.0d in On Hold Longest Stage
🔄
9 transitions Status Changes
⚠️
19.3d 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 #00567696
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 49 https://www.ebiotrack.com/inspection.php?iid=33034
Priority
Standard
Origin
Email
Reason
New Case
Contact
Anthony Robinson
Owner
Shelby Robinson
Created
Feb 12, 2026
Work Orders from this Case (1)
WO-01351369 (current) Invoiced
Inspection • Arturo Diaz
Created: Feb 12, 2026 • Closed: Jun 15, 2026
Completed with significant delays
Invoiced • 183 days old
🚨
Primary Delay 67.0 days stuck in "On Hold"
⏱️
Total Delay 19.3 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
0.2d / 1.0d SLA
Assigned
16.6d / 0.5d SLA
On Hold
67.0d
Scheduled
4.0d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

6/10 KKelch Thanh called me to schedule for 6/15 with arrival between 12 and 2 pm. Customer confirmed. 

3/9 KKelch placed on hold due to 3 failed attempts to contact

3/2 KKelch sent Anthony an email for scheduling

2/23 KKelch sent Anthony an email for scheduling

2/17 KKelch sent Anthony an email for scheduling

🔧 Work Performed
- Inspected equipment found in every exam room - inspected equipment found in labs - inspected equipment found in nurse stations - inspected equipment found in hallways - inquired of staff where any other equipment might be found - confirmed with staff that all equipment that is in use has been inspected - informed staff if any equipment is later found, or pulled from storage, or received from another location, it will require a miscellaneous equipment inspection on a new work order
🔍 Technician Findings
Normal equipment conditions
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 49 https://www.ebiotrack.com/inspection.php?iid=33034

Timeline

📞
Case Linked Feb 12, 6:00 AM
Case Number: 00567696
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
2 Work Order Created Feb 12, 12:58 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
2 Technician Assigned Feb 12, 2:19 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 19m
🚨 17.0 business days
🆕
Status: Entered by Kaitlyn Kelch Mar 9, 9:39 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 24d 18h, 0m
🚨 67.0 business days
👷
3 Technician Assigned Jun 10, 10:45 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: On Hold, Assigned
To: Assigned, Scheduled
Duration in Previous: 93d 1h, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-06-15T18:00:00.000+0000
4.0 business days
⏱️
3x Labor Added Jun 15, 1:21 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 25
🔧
Status: Tech On Site by Arturo Diaz Jun 15, 1:31 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 2h
⏱️
Labor Added Jun 15, 3:26 PM
Type: Labor
Status: Open
Qty: 3
🚗
3 Status: Tech Off Site Jun 15, 11:11 PM
Status: Tech Off Site → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.5
✔️
Status: Completed by Arturo Diaz
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 2m, 0m
2.1 business days
📄
2 Status: Ready to Bill Jun 17, 5:23 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
1.8 business days
🧾
Invoice Created Jun 19, 6:26 PM
Invoice Number: SM-264941

Bottlenecks

Assigned
Duration: 16.6 business days (threshold: 4.0 business hours)
Exceeded by 16.1 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.7 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00567696
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Arturo Diaz
Scheduled
Jun 15, 2:00 PM
Created
Feb 12, 12:58 PM
Invoice #
SM-264941

Work Details (5)

Name Type Status Qty Amount Date
WL-03260829 Labor Open 0.5 $0.00 Jun 15, 1:21 PM
WL-03260830 Travel Open 25 - Jun 15, 1:21 PM
WL-03260831 Travel Open 25 - Jun 15, 1:21 PM
WL-03261049 Labor Open 3 $1,644.87 Jun 15, 3:26 PM
WL-03261681 Labor Open 0.5 $0.00 Jun 15, 11:13 PM

Details