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WO-01351676 ↗ ServiceMax

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

📍 ADCS - 443 - West Columbia — 3574 Sunset Blvd, West Columbia SC, 29169

Feb 13, 2026 → Feb 16, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 19, 2026
✓ SLA Met (2 biz days early)
Active: 1 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 17, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
0d
▶ Clock Running
Status: Ready for Scheduling
Feb 13 → Feb 16, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 17, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
Created: Feb 13, 2026 Completed: Feb 17, 2026
Business Days Used 1 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 13 → Feb 13 Created ▶ Running 0 0 / 3
Feb 13 → Feb 16 Ready for Scheduling ▶ Running 0 0 / 3
Feb 16 → Feb 16 Assigned ▶ Running 0 0 / 3
Feb 16 → Feb 17 Scheduled ▶ Running 1 1 / 3
Feb 17 → Feb 17 Tech On Site ▶ Running 0 1 / 3
Dispatch 0.0d
Coordinators 0.6d
Field Work 0.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
0.6 days
Field Work
0.0 days
Billing
0.0 days
Created: Feb 13, 2026 Due: Feb 18, 2026 Completed: Feb 17, 2026 (1 days early)
📅
0.6 days Total Age
⏱️
3.0d in Closed Longest Stage
🔄
7 transitions Status Changes
⚠️
2.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00568203
L2 review
Closed
replace the light bulb. room 13
Priority
Standard
Origin
Email
Reason
New Case
Contact
Stacy Meissner
Owner
Virtual Tech
Created
Feb 13, 2026
Work Orders from this Case (1)
WO-01351676 (current) Invoiced
Virtual Tech - Field Repair • Eric Colon
Created: Feb 13, 2026 • Closed: Feb 16, 2026
Completed with minor delays
Invoiced • 181 days old
🚨
Primary Delay 3.0 days stuck in "Closed"
⏱️
Total Delay 2.0 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
0.5d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
0.1d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Travel billed on WO 1339355

2/16 MOwens Tech already scheduled at this location this morning. Will check out the light while onsite.

🔧 Work Performed
2/16/26- EColon- User stated that light would not turn on one day. However, light was functional on arrival. Checked to see if unit would shut off if moved, but no issues occurred. Both switch membranes operated as intended. Checked voltage to driver and light and both within tolerance. Customer did not have light bulb in order to switch. Could not replicate issue. Unit fully functional
🔍 Technician Findings
User stated that light would not turn on one day.
⚠️ Problem Description
replace the light bulb. room 13 https://www.ebiotrack.com/workorder.php?wo=71690
📄 Description
Midmark 255 (Series) (-001 thru -007) LED Procedure Light

Timeline

📞
Case Linked Feb 13, 10:43 AM
Case Number: 00568203
Subject: L2 review
Status: Closed
📋
▶
2 Work Order Created Feb 13, 2:58 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 1.0 business days
👷
▶
2 Technician Assigned Feb 16, 10:06 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 19h
🗓️
▶
2 Status: Scheduled Feb 16, 11:06 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-16T14:00:00.000+0000
🔧
Status: Tech On Site by Eric Colon Feb 16, 7:27 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8h 21m
⏱️
▶
2 2x Labor Added Feb 16, 7:33 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Eric Colon
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 6m, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Feb 19, 12:30 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Feb 22, 8:52 AM
Invoice Number: SM-254376

Bottlenecks

Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00568203
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Eric Colon
Scheduled
Feb 16, 9:00 AM
Created
Feb 13, 2:58 PM
Invoice #
SM-254376

Work Details (2)

Name Type Status Qty Amount Date
WL-03107868 Labor Open 1 $149.00 Feb 16, 7:33 PM
WL-03107869 Travel Open 0 $0.00 Feb 16, 7:33 PM

Details