Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01352272 ↗ ServiceMax

SHIELDS HEALTHCARE GROUP • Repair • P7

📍 Shields HCG MRI - Framingham — 14 Cochituate Rd, Framingham MA, 01701

Feb 17, 2026 → Mar 3, 2026

✅ Completed
P7 7 business days from creation
Target: Feb 26, 2026
🕐 Clock stopped: Completed (Mar 3)
⏸ 9d excluded (parts wait + holding)
✗ SLA Missed
Dispatch 0.1d
Material Management 8.0d
Coordinators 4.7d
Field Work 0.7d
✗ SLA Missed
Dispatch
0.1 days
Material Management
8.0 days
Over SLA
Coordinators
4.7 days
Over SLA
Field Work
0.7 days
Created: Feb 17, 2026 Due: Mar 3, 2026 Completed: Mar 3, 2026 (on time)
📅
11.0 days Total Age
⏱️
8.0d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
8.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00568421
L2 review
Closed
Q-00032577 Follow-up to WO-01350263 Tech Luis Torres Wheelchair AR-04552 Requires both PL&PR brake assembly Qty. 1- RP-1025R- PR brake assembly Qty. 1- RP-1025L- PL brake assembly
Priority
High
Origin
Created From WO
Reason
New Case
Contact
Nicole Gardner
Owner
Kimberly Hardison
Created
Feb 13, 2026
Work Orders from this Case (1)
WO-01352272 (current) Invoiced
Repair • Paul Bonang Jr
Created: Feb 17, 2026 • Closed: Mar 3, 2026
Completed with minor delays
Invoiced • 86 days old
🚨
Primary Delay 8.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 8.0 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
L2 Screening
0.1d / 1.0d SLA
Awaiting Parts
8.0d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
4.4d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.5d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/27/26 RBerry- Updated due date based on parts. Removed delay code


2/26 KSmith -- Scheduled for 3/3 with Nicole. 10am-12pm

2/26 KSmith -- Customer reached out advising parts have arrived. Emails logged. Responded to Nicole's email providing 3/3 as a scheduled date and am awaiting response

🔧 Work Performed
Replaced both left and right brake assemblies. Performed function tests.
🔍 Technician Findings
Brakes need to be replaced
⚠️ Problem Description
Q-00032577 Follow-up to WO-01350263 Tech Luis Torres Wheelchair AR-04552 Requires both PL&PR brake assembly Qty. 1- RP-1025R- PR brake assembly Qty. 1- RP-1025L- PL brake assembly https://www.ebiotrack.com/workorder.php?wo=71728
📄 Description
Wheelchair

Timeline

📞
Case Linked Feb 13, 4:31 PM
Case Number: 00568421
Subject: L2 review
Status: Closed
⏳ 2.9 business days
📋
▶
2 Work Order Created Feb 17, 8:58 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Feb 17, 9:49 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dave Creditt
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 50m
⚠️ 8.0 business days
🔩
▶
2 3x Parts Added Feb 26, 1:23 PM
3x Parts Added → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Rhea Berry
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 9d 3h
👷
▶
2 Status: Assigned Feb 26, 1:39 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Luis Torres
🗓️
▶
2 Status: Scheduled Feb 26, 3:28 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-03T16:00:00.000+0000
⏳ 3.0 business days
🆕
▶
3 Status: Entered Mar 2, 9:19 AM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Paul Bonang Jr
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-03T14:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Paul Bonang Mar 3, 9:35 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 0h
⏱️
▶
3 5x Labor Added Mar 3, 2:46 PM
5x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Paul Bonang
From: Tech On Site
To: Completed
Duration in Previous: 5h 12m
🏁
Status: Closed by Paul Bonang
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 4.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 6, 1:18 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 2d 22h, 0m
⏳ 1.0 business days
🧾
Invoice Created Mar 8, 8:16 PM
Invoice Number: SM-255902

Bottlenecks

Awaiting Parts
Duration: 8.0 business days (threshold: 3.0 business days)
Exceeded by 5.0 business days
Scheduled
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 3.5 business hours
Closed
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days

🔗 Related Artifacts

📞
Case 00568421
Closed
📦
Parts Order 00090497
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
Repair
Branch
ERLA - PROD
Technician
Paul Bonang Jr
Scheduled
Mar 3, 9:00 AM
Created
Feb 17, 8:58 AM
Invoice #
SM-255902

Work Details (8)

Name Type Status Qty Amount Date
WL-03121316 Parts Open 1 $52.87 Feb 26, 1:23 PM
WL-03121317 Parts Open 1 $52.87 Feb 26, 1:23 PM
WL-03121318 Expenses Open 1 $0.00 Feb 26, 1:23 PM
WL-03128047 Labor Open 1.5 $0.00 Mar 3, 2:46 PM
WL-03128048 Labor Open 0.75 $0.00 Mar 3, 2:46 PM
WL-03128049 Labor Open 1.5 $0.00 Mar 3, 2:46 PM
WL-03128050 Travel Open 75 $0.00 Mar 3, 2:46 PM
WL-03128051 Travel Open 75 $0.00 Mar 3, 2:46 PM

Details